Обновить service_desk/handlers.py

service_desk/handlers.py

@@ -23,7 +23,7 @@ if not sd_workflow_logger.handlers:
     handler.setFormatter(formatter) 
     sd_workflow_logger.addHandler(handler) 
 # ---------------------------------- 
- 
+
 # Абсолютный импорт конфигурации
 spec = importlib.util.spec_from_file_location("custom_config", os.path.join(os.path.dirname(os.path.dirname(os.path.abspath(__file__))), "config", "config.py")) 
 custom_config = importlib.util.module_from_spec(spec) 
@@ -44,14 +44,14 @@ from utils.texts import (
     sd_uploading_file, 
     sd_file_attached, 
     sd_file_upload_error, 
+    system_error_text,
+    UNKNOWN_MAIN_CMD_TEXT,
 ) 
-from utils.texts import UNKNOWN_MAIN_CMD_TEXT 
-# 🔌 Импортируем централизованную функцию сбора статистики из main 
 from utils.stats_logger import log_menu_stats 
- 
+
 # Таймаут ожидания вложений после текста (секунды) 
 ATTACHMENT_WAIT_TIMEOUT = 2.0 
- 
+
 SD_DISPATCHER_SYSTEM_PROMPT = ( 
     "Ты — старший ИИ-диспетчер Service Desk холдинга. Твоя задача — сформулировать краткую и понятную тему ИТ-заявки по-русски (от 3 до 7 слов) на основе текста пользователя.\n" 
     "ПРАВИЛА:\n" 
@@ -96,14 +96,14 @@ async def generate_smart_subject(text: str) -> str:
     OLLAMA_SUBJECT_MODEL = custom_config.OLLAMA_SUBJECT_MODEL 
     def has_chinese(t): return bool(re.search(r'[\u4e00-\u9fff]', str(t))) 
     if not text or len(text.split()) < 2: return "Заявка из КЛЕВЕР" 
- 
+
     user_msg = f"Сформулируй краткую тему для следующей ИТ-заявки:\n{text}" 
- 
+
     messages = [ 
         {"role": "system", "content": SD_DISPATCHER_SYSTEM_PROMPT}, 
         {"role": "user", "content": user_msg} 
     ] 
- 
+
     try: 
         payload = {"model": OLLAMA_SUBJECT_MODEL, "messages": messages, "temperature": 0.0} 
         sd_workflow_logger.info(f"📝 [Subject Gen] Payload: {payload}") 
@@ -131,17 +131,26 @@ async def create_ticket_in_sd(requester_email: str, subject: str, description: s
     headers = {"authtoken": SD_TOKEN, "Accept": "application/vnd.manageengine.sdp.v3+json"} 
     endpoint = f"{SD_URL}/api/v3/requests" 
     html_desc = f"<p>{description.replace(chr(10), '<br>')}</p><br><hr><p style='color:#555;font-size:12px;'><i>Создано через TrueConf КЛЕВЕР</i></p>" 
+    
     async def _send_req(email, current_city): 
         payload = {"request": {"subject": subject, "description": html_desc, "requester": {"email_id": email}, "udf_fields": {"udf_pick_301": current_city}}} 
         async with httpx.AsyncClient(verify=False) as client: 
             return await client.post(endpoint, headers=headers, data={"input_data": json.dumps(payload)}, timeout=15.0) 
-    resp = await _send_req(requester_email, city) 
+
-    data = resp.json() if resp.status_code in [200, 201] else {} 
+    # Безопасная обработка сбоев сети / отсуствия доступа к серверу SD
-    if data.get("response_status", {}).get("status_code") != 2000: 
+    try:
-        resp = await _send_req(requester_email, "Кемерово") 
+        resp = await _send_req(requester_email, city) 
         data = resp.json() if resp.status_code in [200, 201] else {} 
-    if data.get("response_status", {}).get("status_code") == 2000: 
+        if data.get("response_status", {}).get("status_code") != 2000: 
-        return data.get("request", {}).get("id") 
+            resp = await _send_req(requester_email, "Кемерово") 
+            data = resp.json() if resp.status_code in [200, 201] else {} 
+        if data.get("response_status", {}).get("status_code") == 2000: 
+            return data.get("request", {}).get("id") 
+    except (httpx.RequestError, httpx.HTTPStatusError, Exception) as e:
+        logger.error(f"❌ [SD Network Error] Не удалось подключиться к ServiceDesk: {e}")
+        sd_workflow_logger.error(f"❌ [SD Network Error] {e}")
+        return None
+
     return None 
 
 async def process_and_upload_file(file_id: str, filename: str, ticket_id: str): 
@@ -219,57 +228,64 @@ def _extract_attachments_from_content(content, is_attachment_type=False):
 async def _create_ticket_and_attach_files(user_id, msg_text, session, msg, login): 
     """Логика генерации темы, отправки в SD и загрузки всех очередей вложений.""" 
     session["step"] = "creating_ticket" 
-    ad_user = await asyncio.to_thread(get_ad_user_sync, login) 
-    sd_workflow_logger.info(f"👤 [AD Lookup] User: {login} -> Found: {ad_user is not None}") 
-    sender_email = ad_user.get("mail") if ad_user else DEFAULT_REQUESTER 
-    city = ad_user.get("city") if ad_user else "Кемерово" 
-    subject = await generate_smart_subject(msg_text) 
-    sd_workflow_logger.info(f"📝 [Subject Gen] Text: {msg_text[:50]}... -> Subject: {subject}") 
     
-    ticket_id = await create_ticket_in_sd(sender_email, subject, msg_text, city) 
+    try:
-    sd_workflow_logger.info(f"🎫 [Ticket Created] ID: {ticket_id}") 
+        ad_user = await asyncio.to_thread(get_ad_user_sync, login) 
-    
+        sd_workflow_logger.info(f"👤 [AD Lookup] User: {login} -> Found: {ad_user is not None}") 
-    if ticket_id: 
+        sender_email = ad_user.get("mail") if ad_user else DEFAULT_REQUESTER 
-        session["ticket_id"] = ticket_id 
+        city = ad_user.get("city") if ad_user else "Кемерово" 
+        subject = await generate_smart_subject(msg_text) 
+        sd_workflow_logger.info(f"📝 [Subject Gen] Text: {msg_text[:50]}... -> Subject: {subject}") 
         
-        # 1. Загрузка основных вложений (накопленных до и во время таймаута)
+        ticket_id = await create_ticket_in_sd(sender_email, subject, msg_text, city) 
-        queued_files = list(session.get("files_queue", [])) 
+        sd_workflow_logger.info(f"🎫 [Ticket Created] ID: {ticket_id}") 
-        if queued_files: 
-            sd_workflow_logger.info(f"📎 [Upload] Uploading {len(queued_files)} file(s) to ticket #{ticket_id}") 
-            for f in queued_files: 
-                await process_and_upload_file(f['file_id'], f['file_name'], ticket_id) 
-            sd_workflow_logger.info(f"✅ [Upload] All queued file(s) uploaded") 
         
-        # 2. Загрузка вложений, прилетевших во время выполнения API-запросов (из "черной дыры")
+        if ticket_id: 
-        post_files = list(session.get("post_create_queue", [])) 
+            session["ticket_id"] = ticket_id 
-        if post_files: 
+            
-            sd_workflow_logger.info(f"📎 [Upload Extra] Uploading {len(post_files)} late file(s) to ticket #{ticket_id}") 
+            # 1. Загрузка основных вложений
-            for f in post_files: 
+            queued_files = list(session.get("files_queue", [])) 
-                await process_and_upload_file(f['file_id'], f['file_name'], ticket_id) 
+            if queued_files: 
-        
+                sd_workflow_logger.info(f"📎 [Upload] Uploading {len(queued_files)} file(s) to ticket #{ticket_id}") 
-        session["files_queue"] = [] 
+                for f in queued_files: 
-        session["post_create_queue"] = [] 
+                    await process_and_upload_file(f['file_id'], f['file_name'], ticket_id) 
-        session["step"] = "ticket_created" 
+                sd_workflow_logger.info(f"✅ [Upload] All queued file(s) uploaded") 
-        
+            
-        await msg.answer(
+            # 2. Загрузка вложений, прилетевших во время выполнения API-запросов
-            sd_ticket_created(ticket_id, subject, msg_text),
+            post_files = list(session.get("post_create_queue", [])) 
-            parse_mode="html"
+            if post_files: 
-        )
+                sd_workflow_logger.info(f"📎 [Upload Extra] Uploading {len(post_files)} late file(s) to ticket #{ticket_id}") 
-        log_menu_stats(user_id, "Service Desk", f"Создание заявки #{ticket_id}") 
+                for f in post_files: 
-    else: 
+                    await process_and_upload_file(f['file_id'], f['file_name'], ticket_id) 
-        session["step"] = "need_text" 
+            
-        await msg.answer(system_error_text(EMOJI_DIGITS), parse_mode="html") 
+            session["files_queue"] = [] 
+            session["post_create_queue"] = [] 
+            session["step"] = "ticket_created" 
+            
+            await msg.answer(
+                sd_ticket_created(ticket_id, subject, msg_text),
+                parse_mode="html"
+            )
+            log_menu_stats(user_id, "Service Desk", f"Создание заявки #{ticket_id}") 
+        else: 
+            session["step"] = "need_text" 
+            await msg.answer(system_error_text(EMOJI_DIGITS), parse_mode="html") 
+    except Exception as e:
+        logger.exception(f"❌ [SD Ticket Error] {user_id}: {e}")
+        sd_workflow_logger.error(f"❌ [SD Ticket Error] {user_id}: {e}")
+        session["step"] = "need_text"
+        await msg.answer(system_error_text(EMOJI_DIGITS), parse_mode="html")
 
 async def _wait_for_attachments_and_create(user_id, session): 
     """Фоновый таймер с возможностью отмены (Debounce).""" 
     try: 
         await asyncio.sleep(ATTACHMENT_WAIT_TIMEOUT) 
     except asyncio.CancelledError: 
-        return # Таймер сброшен, прерываем выполнение текущей таски
+        return 
- 
+
     if session.get("step") != "waiting_for_attachments": 
         return 
- 
+
     sd_workflow_logger.info(f"⏰ [SD] Timeout reached. Initiating ticket creation for user {user_id}") 
     msg = session.get("msg") 
     login = session.get("login") 
@@ -285,6 +301,16 @@ async def _wait_for_attachments_and_create(user_id, session):
             except Exception:
                 sd_workflow_logger.error(f"❌ [SD] Failed to send error message to {user_id}") 
 
+def _on_sd_timer_done(task: asyncio.Task, user_id: str):
+    """Безопасный коллбэк завершения таймера создания заявки"""
+    try:
+        task.result()
+    except asyncio.CancelledError:
+        pass
+    except Exception as e:
+        logger.error(f"❌ Ошибка в таске таймера SD для {user_id}: {e}")
+        sd_workflow_logger.error(f"❌ [SD Timer Error] {user_id}: {e}")
+
 @router.message() 
 async def sd_module_handler(msg: Message): 
     try:
@@ -309,7 +335,7 @@ async def sd_module_handler(msg: Message):
                 cmd = raw_num
                 break
 
-        # --- ВЫХОД (Кнопки 0 и 9 возвращают в общее меню) ---
+        # --- ВЫХОД ---
         if cmd in ["0", "9", "/start", "меню"]:
             log_menu_stats(user_id, "Service Desk", "Выход в главное меню")
             states.clear_state(user_id)
@@ -327,29 +353,24 @@ async def sd_module_handler(msg: Message):
                 await msg.answer(SD_UNKNOWN_CMD_TEXT, parse_mode="html")
                 return
 
-            # Если только вложение без текста — сохраняем и ждем текст
             if not msg_text.strip() and inline_attachments:
                 session["files_queue"].extend(inline_attachments)
                 sd_workflow_logger.info(f"📎 [SD] Saved {len(inline_attachments)} attachment(s), waiting for text")
                 await msg.answer(SD_TEXT_REQUIRED, parse_mode="html")
                 return
 
-            # Если пришел текст (с вложениями или без)
             if inline_attachments:
                 session["files_queue"].extend(inline_attachments)
                 sd_workflow_logger.info(f"📎 [SD] Added {len(inline_attachments)} inline attachment(s) to queue")
 
-            # Настраиваем параметры сессии для ожидания
             session["step"] = "waiting_for_attachments"
             session["msg_text"] = msg_text
             session["msg"] = msg
             session["user_id"] = user_id
             session["login"] = login
 
-            # Сразу выдаем ОДНО сообщение пользователю, чтобы он видел реакцию бота
             await msg.answer(SD_CREATING, parse_mode="html")
             
-            # Запускаем фоновый таймер с механизмом сброса (Debounce)
             if "timer_task" in session and not session["timer_task"].done():
                 session["timer_task"].cancel()
             session["timer_task"] = asyncio.create_task(_wait_for_attachments_and_create(user_id, session))
@@ -357,7 +378,7 @@ async def sd_module_handler(msg: Message):
             sd_workflow_logger.info(f"⏳ [SD] Timer started: waiting {ATTACHMENT_WAIT_TIMEOUT}s for potentially more attachments...")
             return
 
-        # --- ШАГ 2: РЕЖИМ ОЖИДАНИЯ ДОП. ВЛОЖЕНИЙ (Сброс таймаута) ---
+        # --- ШАГ 2: РЕЖИМ ОЖИДАНИЯ ДОП. ВЛОЖЕНИЙ ---
         if session["step"] == "waiting_for_attachments":
             if inline_attachments:
                 session["files_queue"].extend(inline_attachments)
@@ -366,7 +387,6 @@ async def sd_module_handler(msg: Message):
                 session["msg_text"] = session["msg_text"] + " " + msg_text.strip()
                 sd_workflow_logger.info(f"📝 [SD] Additional text appended")
 
-            # Перезапускаем таймер (пользователь активен, сдвигаем окно создания вперед)
             if "timer_task" in session and not session["timer_task"].done():
                 session["timer_task"].cancel()
             session["timer_task"] = asyncio.create_task(_wait_for_attachments_and_create(user_id, session))
@@ -374,7 +394,7 @@ async def sd_module_handler(msg: Message):
             sd_workflow_logger.info(f"🔄 [SD] Timer reset due to user activity. Waiting another {ATTACHMENT_WAIT_TIMEOUT}s")
             return
 
-        # --- ШАГ 3: ЗАЯВКА СОЗДАЕТСЯ (Перехват файлов из "черной дыры") ---
+        # --- ШАГ 3: ЗАЯВКА СОЗДАЕТСЯ ---
         if session["step"] == "creating_ticket":
             if inline_attachments:
                 if "post_create_queue" not in session:
@@ -405,10 +425,4 @@ async def sd_module_handler(msg: Message):
         try:
             await msg.answer(system_error_text(EMOJI_DIGITS), parse_mode="html")
         except Exception:
-            pass
+            pass
-
-
-
-
-
-