fix: search existing SD ticket by CN (name) instead of email, with 3-match strategy

instruct/handlers.py

@@ -209,13 +209,14 @@ async def _send_sd_api_request(
         return None
 
 
-async def _find_existing_trueconf_ticket(requester_email: str) -> str | None:
+async def _find_existing_trueconf_ticket(cn: str, requester_email: str = None) -> str | None:
     """
     Найти существующую открытую заявку с темой 'Запрос доступа к Trueconf' для пользователя.
+    Ищет по ФИО (name), затем по email, затем по системному имени с пометкой пользователя.
     """
     subject = "Запрос доступа к Trueconf"
     try:
-        url = f"{SD_URL.rstrip('/')}/api/v3/requests?filter=status:Open&fields=id,subject,requester"
+        url = f"{SD_URL.rstrip('/')}/api/v3/requests?filter=status:Open&fields=id,subject,requester,description"
         headers = {"TECHNICIAN_KEY": SD_TOKEN}
         async with httpx.AsyncClient(verify=False) as client:
             resp = await client.get(url, headers=headers, timeout=10.0)
@@ -223,11 +224,26 @@ async def _find_existing_trueconf_ticket(requester_email: str) -> str | None:
                 data = resp.json()
                 requests_list = data.get("requests", [])
                 for req in requests_list:
+                    if subject not in req.get("subject", ""):
+                        continue
                     requester = req.get("requester", {})
-                    req_email = requester.get("email", "") or requester.get("email_id", "")
+                    # 1. Поиск по ФИО
-                    if req_email == requester_email and subject in req.get("subject", ""):
+                    req_name = requester.get("name", "") or requester.get("display_name", "")
+                    if cn and cn in req_name:
                         ticket_id = req.get("id")
-                        logger.info(f"Found existing Trueconf ticket #{ticket_id} for {requester_email}")
+                        logger.info(f"Found existing Trueconf ticket #{ticket_id} for CN={cn} (by name)")
+                        return str(ticket_id)
+                    # 2. Поиск по email
+                    req_email = requester.get("email", "") or requester.get("email_id", "")
+                    if req_email == requester_email and requester_email and requester_email not in (DEFAULT_REQUESTER, "ai@sibcem.ru"):
+                        ticket_id = req.get("id")
+                        logger.info(f"Found existing Trueconf ticket #{ticket_id} for {requester_email} (by email)")
+                        return str(ticket_id)
+                    # 3. Поиск по системному заявщику с пометкой пользователя в описании
+                    req_desc = req.get("description", "") or ""
+                    if f"[Пользователь: {cn}]" in req_desc:
+                        ticket_id = req.get("id")
+                        logger.info(f"Found existing Trueconf ticket #{ticket_id} for CN={cn} (by description note)")
                         return str(ticket_id)
     except Exception as e:
         logger.warning(f"Failed to search existing tickets: {e}")
@@ -326,8 +342,8 @@ async def instruct_router_handler(msg: Message):
             else:
                 # Нет доступа — проверяем, есть ли уже открытая заявка
                 ad_info = get_ad_user_info(user_id)
-                requester_email = ad_info.get("mail") or DEFAULT_REQUESTER
+                requester_email = (ad_info.get("mail") if ad_info else None) or DEFAULT_REQUESTER
-                existing_ticket = await _find_existing_trueconf_ticket(requester_email)
+                existing_ticket = await _find_existing_trueconf_ticket(cn, requester_email)
                 if existing_ticket:
                     # Заявка уже существует — показываем информацию
                     set_state(user_id, "INSTRUCT_TRUECONF_VIEW")