yjyf/server/application/admin/controller/Appeal.php

<?php

namespace app\admin\controller;

use app\common\controller\Backend;
use think\Db;
use think\exception\PDOException;

/**
 * 申诉工单管理
 *
 * 申诉单由师傅端发起，后台承担平台客服核实与判责答复职责
 *
 * @icon fa fa-gavel
 */
class Appeal extends Backend
{
    /**
     * Appeal模型对象
     * @var \app\admin\model\Appeal
     */
    protected $model = null;

    protected $relationSearch = true;
    protected $searchFields = 'id,content,reply,order.order_no,master.realname,master.mobile';

    public function _initialize()
    {
        parent::_initialize();
        $this->model = new \app\admin\model\Appeal;
        $this->view->assign("typeList", $this->model->getTypeList());
        $this->view->assign("statusList", $this->model->getStatusList());
    }

    /**
     * 申诉工单列表
     */
    public function index()
    {
        $this->request->filter(['strip_tags', 'trim']);
        if (false === $this->request->isAjax()) {
            return $this->view->fetch();
        }
        if ($this->request->request('keyField')) {
            return $this->selectpage();
        }
        [$where, $sort, $order, $offset, $limit] = $this->buildparams();
        $list = $this->model
            ->with(['order', 'master'])
            ->where($where)
            ->order($sort, $order)
            ->paginate($limit);
        $result = ['total' => $list->total(), 'rows' => $list->items()];
        return json($result);
    }

    /**
     * 申诉全景详情（关联订单、雇主、现场凭证与客户评价）
     */
    public function detail($ids = null)
    {
        $row = $this->model->get($ids);
        if (!$row) {
            $this->error(__('No Results were found'));
        }
        $this->assignAppealContext($row);
        return $this->view->fetch();
    }

    /**
     * 仲裁核查与答复（保护师傅原始申诉凭证只读，仅更新状态与平台答复）
     */
    public function edit($ids = null)
    {
        $row = $this->model->get($ids);
        if (!$row) {
            $this->error(__('No Results were found'));
        }
        if (false === $this->request->isPost()) {
            $this->assignAppealContext($row);
            return $this->view->fetch();
        }

        $params = $this->request->post('row/a', []);
        $status = (string)($params['status'] ?? $row['status']);
        $reply  = trim((string)($params['reply'] ?? ''));

        $statusList = $this->model->getStatusList();
        if (!isset($statusList[$status])) {
            $this->error('工单流转状态不合法');
        }
        if (in_array($status, ['done', 'reject'], true) && $reply === '') {
            $this->error('标记完结或驳回申诉时，必须填写平台核查答复说明');
        }

        $oldStatus = (string)$row['status'];
        $oldReply  = (string)$row['reply'];

        Db::startTrans();
        try {
            $row->allowField(['status', 'reply'])->save([
                'status' => $status,
                'reply'  => mb_substr($reply, 0, 500),
            ]);

            // 状态流转或答复更新时，自动推送站内通知给申诉师傅
            if (($status !== $oldStatus || $reply !== $oldReply) && (int)$row['master_id'] > 0) {
                $statusText = $statusList[$status] ?? $status;
                $orderNo = '';
                if ((int)$row['order_id'] > 0) {
                    $orderNo = (string)Db::name('order')->where('id', (int)$row['order_id'])->value('order_no');
                }
                $msgTitle = '申诉工单处理通知（' . $statusText . '）';
                $msgContent = ($orderNo !== '' ? '关联订单 ' . $orderNo . ' 的' : '您的') . '申诉状态已更新为「' . $statusText . '」';
                if ($reply !== '') {
                    $msgContent .= '。平台答复：' . $reply;
                }
                Db::name('message')->insert([
                    'receive_type' => 'master',
                    'receive_id'   => (int)$row['master_id'],
                    'type'         => 'audit',
                    'title'        => mb_substr($msgTitle, 0, 100),
                    'content'      => mb_substr($msgContent, 0, 500),
                    'order_id'     => (int)$row['order_id'],
                    'is_read'      => 0,
                    'createtime'   => time(),
                ]);
            }

            Db::commit();
        } catch (PDOException|\Exception $e) {
            Db::rollback();
            $this->error($e->getMessage());
        }
        $this->success();
    }

    /**
     * 申诉单由师傅端提交，禁止后台伪造录入
     */
    public function add()
    {
        $this->error('申诉工单仅支持师傅端发起，后台不可手动新增');
    }

    /**
     * 申诉仲裁记录需留痕备查，禁止物理删除
     */
    public function del($ids = null)
    {
        $this->error('申诉工单与判责记录禁止删除');
    }

    /**
     * 组装申诉关联上下文数据
     */
    protected function assignAppealContext($row)
    {
        $master = (int)$row['master_id'] > 0
            ? Db::name('master')->where('id', (int)$row['master_id'])->find()
            : null;
        $order = (int)$row['order_id'] > 0
            ? Db::name('order')->where('id', (int)$row['order_id'])->find()
            : null;
        $customer = ($order && (int)$order['user_id'] > 0)
            ? Db::name('user')->where('id', (int)$order['user_id'])->field('id,nickname,username,mobile')->find()
            : null;
        $review = ($order && (int)$order['id'] > 0)
            ? Db::name('review')->where('order_id', (int)$order['id'])->find()
            : null;
        $orderMedias = ($order && (int)$order['id'] > 0)
            ? Db::name('order_media')->where('order_id', (int)$order['id'])->order('id asc')->select()
            : [];

        $appealImages = array_values(array_filter(array_map('trim', explode(',', (string)$row['images']))));
        $reviewImages = $review ? array_values(array_filter(array_map('trim', explode(',', (string)$review['images'])))) : [];

        $orderStatusMap = [
            0 => '待支付', 1 => '待接单', 2 => '待上门', 3 => '已到达',
            4 => '服务中', 5 => '待验收', 6 => '已完成', 9 => '已取消', 10 => '售后/异常'
        ];

        $this->view->assign([
            'row'            => $row,
            'master'         => $master ?: [],
            'order'          => $order ?: [],
            'customer'       => $customer ?: [],
            'review'         => $review ?: [],
            'orderMedias'    => $orderMedias,
            'appealImages'   => $appealImages,
            'reviewImages'   => $reviewImages,
            'orderStatusMap' => $orderStatusMap,
        ]);
    }
}