# 工单系统

目前支持的工单事件及定义
object WorksheetEvent {
  val UNDEFINED = -1      // 未定义
  val CREATE = 0          // 创建工单
  val REPLY = 1           // 回复工单
  val FINISH = 2          // 完结工单
  val TRANSMIT = 3        // 转交工单
  val MODIFY = 4          // 修改工单
  val APPLY = 5           // 申领(分配)工单
  val AUTO_APPLY = 6      // 系统分配工单
  val REBORN = 7          // 重新发起
  val APPROVE = 8         // 批准工单
  val REJECT = 9          // 驳回工单
  val REOPEN = 10         // 重新打开工单
  val REMINDER = 11       // 催单
}

细分的工单事件及定义
object WorksheetSubEvent {
    val UNDEFINED = -1                                   // 未定义
    val CREATE = 0                                       // 创建
    val REBORN_TO_STAFF = 10                             // 重新发起工单给客服
    val REBORN_TO_GROUP = 11                             // 重新发起工单给客服组
    val APPROVE_FLOW_TO_STAFF = 20                       // 批准工单自动流转到客服
    val APPROVE_FLOW_TO_GROUP = 21                       // 批准工单自动流转到客服组
    val APPROVE_UPDATE_PATH_NODE_TO_STAFF = 22           // 自动流转节点变更到客服
    val TRANSMIT_DISPATCH_TO_STAFF = 30                  // 转交给客服
    val TRANSMIT_DISPATCH_TO_GROUP = 31                  // 转交给客服组
    val TRANSMIT_DISPATCH_TO_GROUP_WITH_STAFF = 32       // 转交时指定了客服组组和客服
    val AUTO_APPLY_CREATE = 40                           // 创建时
    val AUTO_APPLY_DISPATCH_TO_GROUP = 41                // 因为自动分配到组导致的自动分配
    val AUTO_APPLY_UPDATE_PATH_NODE_TO_GROUP = 42        // 因为更新模板路径自动分配到组导致的自动分配
    val AUTO_APPLY_REOPEN_TO_GROUP = 43                  // reopen 到组导致的自动分配
    val MODIFY_CUSTOM = 50                               // 修改自定义字段
    val MODIFY_TITLE = 51                                // 修改标题
    val MODIFY_PRIORITY = 52                             // 修改工单优先级
    val MODIFY_TYPE = 53                                 // 修改工单分类
    val MODIFY_USER_NAME = 54                            // 修改用户信息，姓名
    val MODIFY_USER_PHONE = 55                           // 修改用户信息，手机号
    val MODIFY_USER_EMAIL = 56                           // 修改用户信息，邮箱
}

object Status {
  val UNDEFINED = 0                    // 未定义
  val COMMITTED = 1                    // 已提交
  val WAITING_FOR_BEING_APPLIED = 5;   // 已分配待申领，未受理
  val APPLIED = 10;                    // 已领取/已受理/处理中
  val FINISHED = 20;                   // 完结
  val REJECTED = 25;                   // 已驳回
}

工单中指定的User对象
class UserVO {
  var name: String = _    // 姓名
  var phone: String = _   // 手机号
  var email: String = _   // 邮箱地址
}

客服对象
class StaffVO {
  var id: Long = _        // 客服id
  var name: String = _    // 客服名字
}

客服组对象
class GroupVO {
  var id: Long = _        // 组id
  var name: String = _    // 组名字
}

自定义字段对象
class CustomFiledVO {
  var key: String = _      // 字段名
  var value: String = _    // 字段值
}
其中自定义字段如果是级联类型的，其fieldValue格式如：
{
  "path": "1级/1.1级",  // 每一级的完整名称
  "idpath": [1555974, 1555977], // 每一级对应的ID
  "id": 1555977 //级联自定义字段ID
}

工单分类对象
class CategoryVO {
  var id: Long = _        // 分类id
  var name: String = _    // 分类名字
}

模板对象
class TemplateVO {
  var id: Long = _        // 模板id
  var name: String = _    // 模板名字
}

创建工单时推送的对象
class WorksheetVO{
  val event: Int = WorksheetEvent.CREATE         // 事件类型
  var sheetId: Long = _                          // 工单id
  var title: String = _                          // 工单标题
  var content: String = _                        // 工单内容
  var attachList: List[String] = _               // 附件地址列表
  var creator: StaffVO = _                       // 创建的客服
  var priority: Int = _                          // 优先级
  var toStaff: StaffVO = _                       // 被分配的客服
  var toGroup: GroupVO = _                       // 被分配的组
  var category: CategoryVO = _                   // 工单分类
  var template: TemplateVO = _                   // 工单模板
  var time: Long = _                             // 事件发生的时间
  var user: UserVO = _                           // user对象
  var customFiledList: List[CustomFiledVO] = _   // 自定义字段
  var crmId: String = _                          // 七鱼的客户中心Id
  var status: Int = _                            // 工单状态
}

回复工单事件
class ReplyVO{
  val event: Int = WorksheetEvent.REPLY          // 事件类型
  var sheetId: Long = _                          // 工单id
  var operator: StaffVO = _                      // 事件操作者
  var remark: String = _                         // 备注
  var attachList: List[String] = _               // 附件
  var time: Long = _                             // 事件发生的时间
  var status: Int = _                            // 工单状态
}

修改工单事件
class ModifyVO{
  val event: Int = WorksheetEvent.MODIFY
  var sheetId: Long = _
  var operator: StaffVO = _
  var time: Long = _
  var fieldId: Long = _                         // 自定义字段ID
  var pre: java.lang.Object = _                 // 修改前的值
  var after: java.lang.Object = _               // 修改后的值
  var status: Int = _                           // 工单状态
  var supEvent: Int = _                         // WorksheetSubEvent
}

申领(分配)工单事件
class ApplyVO{
  val event: Int = WorksheetEvent.APPLY
  var sheetId: Long = _
  var operator: StaffVO = _
  var time: Long = _
  var status: Int = _
}

自动分配工单事件
class AutoApplyVO{
  val event: Int = WorksheetEvent.AUTO_APPLY
  var supEvent: Int = _   // WorksheetSubEvent
  var sheetId: Long = _
  var time: Long = _
  var toStaff: StaffVO = _
  var status: Int = _
}

转交工单事件
class TransmitVO{
  val event: Int = WorksheetEvent.TRANSMIT
  var sheetId: Long = _
  var toStaff: StaffVO = _
  var toGroup: GroupVO = _
  var operator: StaffVO = _
  var attachList: List[String] = _
  var remark: String = _
  var time: Long = _
  var status: Int = _
}

批准工单事件
class ApproveVO{
  val event: Int = WorksheetEvent.APPROVE
  var supEvent: Int = _   // WorksheetSubEvent
  var sheetId: Long = _
  var time: Long = _
  var operator: StaffVO = _
  var toStaff: StaffVO = _
  var toGroup: GroupVO = _
  var attachList: List[String] = _
  var remark: String = _
  var status: Int = _
}

驳回工单事件
class RejectVO{
  val event: Int = WorksheetEvent.REJECT
  var sheetId: Long = _
  var time: Long = _
  var operator: StaffVO = _
  var toStaff: StaffVO = _
  var attachList: List[String] = _
  var remark: String = _
  var status: Int = _
}

已驳回工单发起者重新发起
class RebornVO{
  val event: Int = WorksheetEvent.REBORN
  var supEvent: Int = _   // WorksheetSubEvent
  var sheetId: Long = _
  var time: Long = _
  var operator: StaffVO = _
  var toStaff: StaffVO = _
  var toGroup: GroupVO = _
  var attachList: List[String] = _
  var remark: String = _
  var status: Int = _
}

完结工单事件
class FinishVO{
  val event: Int = WorksheetEvent.FINISH
  var sheetId: Long = _
  var operator: StaffVO = _
  var remark: String = _
  var attachList: List[String] = _
  var time: Long = _
  var status: Int = _
}

已完结工单重新打开
class ReopenVO{
  val event: Int = WorksheetEvent.REOPEN
  var sheetId: Long = _
  var time: Long = _
  var operator: StaffVO = _
  var toStaff: StaffVO = _
  var toGroup: GroupVO = _
  var remark: String = _
  var status: Int = _
}

催单事件
class ReminderVO{
  val event: Int = WorksheetEvent.REMINDER
  var sheetId: Long = _
  var operator: StaffVO = _
  var remark: String = _
  var attachList: util.List[String] = _
  var time: Long = _
  var status: Int = _
}