public function ProcessComplainDetail($Complain)
{
$oMenCache = new Base_Cache_Memcache("Complaint");
$Setting = $oMenCache->get('setting');
$oCategory = new Kubao_Category();
$oOperator = new Kubao_Operator();
$oQtype = new Kubao_Qtype();
$QuestionDetail = $this->GetQuestionDetail($Complain['QuestionId']);
//获取到问题详情
if ($QuestionDetail['QuestionId'] > 0) {
//如果问题尚未被转换分类
if ($QuestionDetail['Transformed'] != 1) {
//如果问题被设置为隐藏
if ($QuestionDetail['Hidden'] == 1) {
return $QuestionDetail;
} else {
$QuestionType = "complain";
//获取问题分类内容
$CategoryInfo = $oCategory->getCategoryByQuestionType($QuestionType);
$QuestionDetail['CategoryName'] = $CategoryInfo['id'] ? $CategoryInfo['name'] : "未设置分类";
$QuestionDetail['QuestionType'] = ucfirst($QuestionType);
$QuestionDetail['PageTitle'] = $QuestionDetail['CategoryName'] . "详情";
//获取问题主分类内容
$QtypeInfo = $oQtype->getQtypeById($QuestionDetail['QtypeId'], 'id,name');
$QuestionDetail['QtypeName'] = $QtypeInfo['id'] ? $QtypeInfo['name'] : "未设置分类";
//如果回答中包含客服账号
if ($QuestionDetail['Answer']['OperatorName']) {
$List = 'id,photo,login_name,cno,QQ,mobile,weixin,weixinPicUrl,tel,name';
$M = $oMenCache->get('OperatorInfo_' . $QuestionDetail['Answer']['OperatorName'] . "_" . md5($List));
if ($M) {
$OperatorInfo = json_decode($M, true);
//如果获取到的客服信息不合法
if (!$OperatorInfo['login_name']) {
//从主站获取客服信息
$OperatorInfo = $oOperator->getOperatorFromVadmin($QuestionDetail['Answer']['OperatorName'], $List);
$OperatorInfo = $oOperator->processOperatorInfo($OperatorInfo);
}
} else {
//从主站获取客服信息
$OperatorInfo = $oOperator->getOperatorFromVadmin($QuestionDetail['Answer']['OperatorName'], $List);
//如果没有从主站获取到客服信息
if ($OperatorInfo['login_name']) {
//格式化显示信息
$OperatorInfo = $oOperator->processOperatorInfo($OperatorInfo);
$oMenCache->set('OperatorInfo_' . $QuestionDetail['Answer']['OperatorName'] . "_" . md5($List), json_encode($OperatorInfo), 60);
}
}
//如果获取到的客服信息合法
if ($OperatorInfo['OperatorName']) {
$oMenCache->set('OperatorInfo_' . $QuestionDetail['Answer']['OperatorName'] . "_" . md5($List), json_encode($OperatorInfo), 60);
$QuestionDetail['Answer']['OperatorInfo'] = $OperatorInfo;
} else {
unset($QuestionDetail['Answer']['OperatorInfo']);
}
}
//如果包含接单客服账号
if ($QuestionDetail['AcceptOperatorName']) {
$List = 'id,photo,login_name,cno,QQ,mobile,weixin,weixinPicUrl,tel,name';
//$M = $oMenCache -> get('OperatorInfo_'.$QuestionDetail['AcceptOperatorName']."_".md5($List));
if ($M) {
$OperatorInfo = json_decode($M, true);
//如果获取到的客服信息不合法
if (!$OperatorInfo['login_name']) {
//从主站获取客服信息
$OperatorInfo = $oOperator->getOperatorFromVadmin($QuestionDetail['AcceptOperatorName'], $List);
$OperatorInfo = $oOperator->processOperatorInfo($OperatorInfo);
}
} else {
//从主站获取客服信息
$OperatorInfo = $oOperator->getOperatorFromVadmin($QuestionDetail['AcceptOperatorName'], $List);
//如果没有从本地获取到客服信息
if ($OperatorInfo['login_name']) {
//格式化显示信息
$OperatorInfo = $oOperator->processOperatorInfo($OperatorInfo);
}
}
//如果获取到的客服信息合法
if ($OperatorInfo['OperatorName']) {
$oMenCache->set('OperatorInfo_' . $QuestionDetail['AcceptOperatorName'] . "_" . md5($List), json_encode($OperatorInfo), 60);
$QuestionDetail['AcceptOperatorInfo'] = $OperatorInfo;
} else {
unset($QuestionDetail['AcceptOperatorInfo']);
}
}
//如果问题状态为 已同步至投诉 并且 状态不是已撤销 并且 问题状态未初始创建 或者 开关允许任何状态撤销
if ($QuestionDetail['Sync'] == 1 && $QuestionDetail['QuestionStauts'] != 5 && $QuestionDetail['QuestionStatus'] != 5 && ($QuestionDetail['QuestionStauts'] == 0 || $QuestionDetail['QuestionStatus'] == 0 || $Setting['complainSwitch'])) {
//允许问题撤销
$QuestionDetail['Revoke'] = 1;
}
unset($QuestionDetail['CatagoryId'], $QuestionDetail['QtypeId']);
return $QuestionDetail;
}
} else {
//如果问题被转换为咨询/建议
if (in_array($QuestionDetail['QuestionType'], array('ask', 'suggest'))) {
return $QuestionDetail;
} else {
return false;
}
}
} else {
return false;
}
}
function ApplyCancel($QuestionId)
{
$oOperator = new Kubao_Operator();
//事务开启
$this->db->begin();
//获取问题
$QuestionInfo = $this->getQuestion($QuestionId, "id,status,js_kf,pid");
//问题存在
if ($QuestionInfo['id']) {
//如果已经被接手
if ($QuestionInfo['js_kf'] != '') {
//如果尚未被回答或尚未完结
if ($QuestionInfo['status'] < 2) {
//标识未被分单
$updateArr = array("is_hawb" => 0, "js_kf" => "", "receive_time" => 0);
$UpdateQuestion = $this->updateQuestion($QuestionInfo['id'], $updateArr);
//减去单量
if ($QuestionInfo['pid'] == 0) {
//更新首问数量
$UpdateAcceptedNum = $oOperator->UpdateOperatorAccecpted($QuestionInfo['js_kf'], -1, 0);
} else {
//更新追问数量
$UpdateAcceptedNum = $oOperator->UpdateOperatorAccecpted($QuestionInfo['js_kf'], -1, 1);
}
if ($UpdateQuestion && $UpdateAcceptedNum) {
//事务成功，提交
$this->db->commit();
return true;
} else {
//事务失败，回滚
$this->db->rollback();
return false;
}
} else {
//问题已被回答，回滚
$this->db->rollback();
return false;
}
} else {
//问题无接手，回滚
$this->db->rollback();
return false;
}
} else {
//问题未找到，回滚
return false;
$this->db->rollback();
}
}
