Clean: remove __pycache__ and search_bot files from service_desk branch

main.py

@@ -1,6 +1,7 @@
 import sys
 import asyncio
 import logging
+from logging.handlers import RotatingFileHandler
 import os      
 import psutil  
 import time
@@ -17,6 +18,13 @@ logging.basicConfig(
 )
 logging.getLogger('trueconf.client.chatbot').propagate = False
 logger = logging.getLogger(__name__)
+sd_workflow_logger = logging.getLogger('sd_workflow')
+sd_workflow_logger.setLevel(logging.INFO)
+if not sd_workflow_logger.handlers:
+    handler = RotatingFileHandler(os.path.join(os.path.dirname(__file__), 'logs', 'sd_workflow.log'), maxBytes=10*1024*1024, backupCount=5)
+    formatter = logging.Formatter('%(asctime)s - %(levelname)s - %(message)s')
+    handler.setFormatter(formatter)
+    sd_workflow_logger.addHandler(handler)
 
 # Добавляем путь к проекту в sys.path
 sys.path.insert(0, os.path.dirname(os.path.abspath(__file__)))
@@ -71,7 +79,7 @@ log_ram_usage("Старт скрипта (базовый вес)")
 from photo_bot.handlers import router as photo_router, PHOTO_MAIN_MENU_TEXT
 log_ram_usage("После импорта photo_bot")
 
-from service_desk.handlers import router as sd_router, SD_MAIN_MENU_TEXT
+from service_desk.handlers import router as sd_router, SD_MAIN_MENU_TEXT, sd_sessions
 log_ram_usage("После импорта service_desk")
 
 from transcription_bot.handlers import router as transcription_router, TRANSCRIPTION_MAIN_MENU_TEXT
@@ -112,7 +120,68 @@ async def main_menu(msg: Message):
             USER_MENU_SHOWN[user_id] = True
             set_state(user_id, "SD_MODE")
             log_menu_stats(user_id, "Service Desk", "Вход")
-            await msg.answer(SD_MAIN_MENU_TEXT, parse_mode="html")
+            # Помечаем сообщение как обработанное, чтобы sd_module_handler не перезаписал
+            msg.handled = True
+            # Инициализируем сессию для service_desk
+            if user_id not in sd_sessions:
+                sd_sessions[user_id] = {"step": "choose_template", "files_queue": [], "post_create_queue": [], "templates": [], "template_names": {}, "template_menu_text": ""}
+            # Загружаем шаблоны и встраиваем их в текст
+            try:
+                import json, asyncio, httpx, urllib3
+                urllib3.disable_warnings(urllib3.exceptions.InsecureRequestWarning)
+                # Импортируем SD_URL и SD_TOKEN из config
+                import importlib.util
+                spec = importlib.util.spec_from_file_location("custom_config", os.path.join(os.path.dirname(os.path.abspath(__file__)), "config", "config.py"))
+                custom_config = importlib.util.module_from_spec(spec)
+                spec.loader.exec_module(custom_config)
+                SD_URL = custom_config.SD_URL
+                SD_TOKEN = custom_config.SD_TOKEN
+                headers = {"authtoken": SD_TOKEN, "Accept": "application/vnd.manageengine.sdp.v3+json"}
+                input_data = {"list_info": {"row_count": 100, "start_index": 1}}
+                params = {"input_data": json.dumps(input_data)}
+                url = f"{SD_URL}/api/v3/request_templates"
+                async with httpx.AsyncClient(verify=False) as client:
+                    resp = await client.get(url, headers=headers, params=params, timeout=30.0)
+                    if resp.status_code == 200:
+                        data = resp.json()
+                        all_templates = data.get("request_templates", [])
+                        pre_filtered = [
+                            t for t in all_templates
+                            if t.get("status") == "ACTIVE"
+                            and not t.get("inactive", False)
+                            and str(t.get("id")) != "2"
+                        ]
+                        async def check_template(t, cl):
+                            try:
+                                t_resp = await client.get(url + "/" + str(t["id"]), headers=headers, timeout=15.0)
+                                if t_resp.status_code == 200:
+                                    detailed = t_resp.json().get("request_template", {})
+                                    return t if detailed.get("show_to_requester") is True else None
+                            except Exception:
+                                pass
+                            return None
+                        tasks = [check_template(t, client) for t in pre_filtered]
+                        results = await asyncio.gather(*tasks)
+                        templates = [t for t in results if t is not None]
+                        template_lines = ""
+                        for idx, t in enumerate(templates):
+                            num = idx + 1
+                            digit = f"{num}⃣" if num <= 9 else "0⃣" if num == 10 else str(num)
+                            template_lines += f"{digit} - {t['name']}\n"
+                        # Сохраняем шаблоны в sd_sessions для sd_module_handler
+                        sd_sessions[user_id]["templates"] = templates
+                        sd_sessions[user_id]["template_names"] = {str(i+1): str(t["id"]) for i, t in enumerate(templates)}
+                        sd_sessions[user_id]["template_menu_text"] = template_lines.strip()
+                        template_text = f"🎫 Режим создания заявки в Service Desk\n\nВыберите, пожалуйста, шаблон подходящий под вашу проблему\n\n{template_lines}"
+                        await msg.answer(template_text, parse_mode="html")
+                        msg.handled = True
+                    else:
+                        await msg.answer(SD_MAIN_MENU_TEXT, parse_mode="html")
+                        msg.handled = True
+            except Exception as e:
+                sd_workflow_logger.error(f"Ошибка шаблонов: {e}")
+                await msg.answer(SD_MAIN_MENU_TEXT, parse_mode="html")
+                msg.handled = True
             return
         elif action == "PHOTO":
             USER_MENU_SHOWN[user_id] = True

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, 
-) 
+)  
 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" 
@@ -59,7 +59,7 @@ SD_DISPATCHER_SYSTEM_PROMPT = (
     "2. Отвечать на английском языке ЗАПРЕЩЕНО.\n" 
     "3. Тебе категорически запрещено решать проблему или писать мануалы по настройке.\n" 
     "4. Не пиши префиксы 'Тема:', 'Заголовок:' в ответе.\n" 
-    "5. Если в тексте только приветствие или мат — выведи ровно одно слово: СПАМ.") 
+    "5. Если в тексте только приветствие или мат — выведи ровно одно слово: СПАМ.")
 
 # Глушим системные предупреждения 
 urllib3.disable_warnings(urllib3.exceptions.InsecureRequestWarning) 
@@ -67,6 +67,51 @@ logger = logging.getLogger(__name__)
 router = Router() 
 sd_sessions = {} 
 
+async def get_sd_templates():
+    url = f"{SD_URL}/api/v3/request_templates"
+    headers = {"authtoken": SD_TOKEN, "Accept": "application/vnd.manageengine.sdp.v3+json", "Content-Type": "application/json"}
+    input_data = {"list_info": {"row_count": 100, "start_index": 1}}
+    params = {"input_data": json.dumps(input_data)}
+    try:
+        async with httpx.AsyncClient(verify=False) as client:
+            response = await client.get(url, headers=headers, params=params, timeout=30.0)
+            if response.status_code != 200:
+                sd_workflow_logger.error(f"Ошибка API шаблонов: HTTP {response.status_code} - {response.text}")
+                return []
+            data = response.json()
+            all_templates = data.get("request_templates", [])
+            pre_filtered = [
+                t for t in all_templates
+                if t.get("status") == "ACTIVE"
+                and not t.get("inactive", False)
+                and str(t.get("id")) != "2"
+            ]
+            sd_workflow_logger.info(f"Шаблонов в системе: {len(all_templates)} | Активных: {len(pre_filtered)}")
+            async def check_template(t):
+                try:
+                    t_resp = await client.get(url + "/" + str(t["id"]), headers=headers, timeout=15.0)
+                    if t_resp.status_code == 200:
+                        detailed = t_resp.json().get("request_template", {})
+                        if detailed.get("show_to_requester") is True:
+                            sc = detailed.get("service_category", {})
+                            t["service_category"] = sc
+                            t["request"] = detailed.get("request", {})
+                        return t if detailed.get("show_to_requester") is True else None
+                except Exception as e:
+                    sd_workflow_logger.warning(f"Ошибка деталей шаблона ID {t['id']}: {e}")
+                return None
+            tasks = [check_template(t) for t in pre_filtered]
+            results = await asyncio.gather(*tasks)
+            active_templates = [t for t in results if t is not None]
+            sd_workflow_logger.info(f"Шаблоны с show_to_requester=True: {len(active_templates)}")
+            for temp in active_templates:
+                sd_workflow_logger.info(f"   ID: {temp['id']} | Name: {temp['name']}")
+            return active_templates
+    except Exception as e:
+        sd_workflow_logger.error(f"Ошибка загрузки шаблонов: {e}")
+        return []
+
+
 # ================================================ 
 # БИЗНЕС-ЛОГИКА 
 # ================================================ 
@@ -97,14 +142,14 @@ 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}") 
@@ -128,18 +173,36 @@ async def generate_smart_subject(text: str) -> str:
         sd_workflow_logger.error(f"📝 [Subject Gen Error] Exception: {e}\n{traceback.format_exc()}") 
     return "Заявка из КЛЕВЕР" 
 
-async def create_ticket_in_sd(requester_email: str, subject: str, description: str, city: str): 
-    headers = {"authtoken": SD_TOKEN, "Accept": "application/vnd.manageengine.sdp.v3+json"} 
+async def create_ticket_in_sd(requester_email: str, subject: str, description: str, city: str, template_id: str | None = None, templates: list | None = None): 
+    headers = {"authtoken": SD_TOKEN, "Accept": "application/vnd.manageengine.sdp.v3+json", "Content-Type": "application/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 {} 
-    if data.get("response_status", {}).get("status_code") != 2000: 
-        resp = await _send_req(requester_email, "Кемерово") 
+    async def _send_req(email, current_city, template_id, templates):
+        req_payload = {"request": {"subject": subject, "description": html_desc, "requester": {"name": email}}}
+        if template_id:
+            req_payload["request"]["template"] = {"id": template_id}
+            # Найти service_category по шаблону
+            for t in templates:
+                if str(t.get("id")) == str(template_id):
+                    sc = t.get("service_category", {})
+                    if sc:
+                        req_payload["request"]["service_category"] = sc
+                    break
+        if "udf_pick_301" in req_payload["request"]:
+            req_payload["request"]["udf_fields"] = {"udf_pick_301": current_city}
+        elif "udf_fields" in req_payload["request"] and current_city:
+            req_payload["request"]["udf_fields"]["udf_pick_301"] = current_city
+        else:
+            req_payload["request"]["udf_fields"] = {"udf_pick_301": current_city}
+        async with httpx.AsyncClient(verify=False) as client:
+            resp = await client.post(endpoint, headers=headers, params={"input_data": json.dumps(req_payload)}, timeout=15.0)
+            if resp.status_code not in [200, 201]:
+                sd_workflow_logger.error(f"API Error: status={resp.status_code} body={resp.text}")
+            return resp
+    resp = await _send_req(requester_email, city, template_id, templates)
+    data = resp.json() if resp.status_code in [200, 201] else {}
+    if data.get("response_status", {}).get("status_code") != 2000:
+        resp = await _send_req(requester_email, "Кемерово", template_id, templates)
         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") 
@@ -178,7 +241,7 @@ async def process_and_upload_file(file_id: str, filename: str, ticket_id: str):
         return False 
     finally: 
         if downloaded_path and os.path.exists(downloaded_path): 
-            os.remove(downloaded_path) 
+            os.remove(downloaded_path)
 
 def _extract_text_from_content(content): 
     """Извлечение текста из msg.content.""" 
@@ -220,6 +283,8 @@ 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" 
+    template_id = session.get("template_id")
+    sd_workflow_logger.info(f"[Create] Template ID: {template_id}")
     try: 
         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}") 
@@ -228,7 +293,7 @@ async def _create_ticket_and_attach_files(user_id, msg_text, session, msg, login
         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) 
+        ticket_id = await create_ticket_in_sd(sender_email, subject, msg_text, city, template_id, session.get("templates", [])) 
         sd_workflow_logger.info(f"🎫 [Ticket Created] ID: {ticket_id}") 
         
         if ticket_id: 
@@ -273,10 +338,10 @@ async def _wait_for_attachments_and_create(user_id, session):
         await asyncio.sleep(ATTACHMENT_WAIT_TIMEOUT) 
     except asyncio.CancelledError: 
         return # Таймер сброшен, прерываем выполнение текущей таски
- 
+
     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") 
@@ -289,23 +354,23 @@ async def sd_module_handler(msg: Message):
     sd_workflow_logger.info(f"🚀 [SD Workflow Start] User: {user_id}") 
     if states.get_state(user_id) != "SD_MODE": 
         return 
- 
+
     msg_text = _extract_text_from_content(msg.content) 
     is_attachment = hasattr(msg.type, "name") and msg.type.name == "ATTACHMENT" 
     inline_attachments = _extract_attachments_from_content(msg.content, is_attachment) 
- 
+
     sd_workflow_logger.info(f"🚀 [SD Debug] msg.type={msg.type}, content_type={type(msg.content).__name__}, msg_text='{msg_text}', is_attachment={is_attachment}, inline_attachments={len(inline_attachments)}") 
- 
+
     msg.handled = True 
     login = user_id.split("@")[0] if "@" in user_id else user_id 
     cmd = msg_text.lower() 
- 
+
     # 🔄 НОРМАЛИЗАЦИЯ КНОПОК ВК-ЭМОДЗИ 
     for raw_num, emoji_num in EMOJI_DIGITS.items(): 
         if cmd == emoji_num: 
             cmd = raw_num 
             break 
- 
+
     # --- ВЫХОД (Кнопки 0 и 9 возвращают в общее меню) --- 
     if cmd in ["0", "9", "/start", "меню"]: 
         log_menu_stats(user_id, "Service Desk", "Выход в главное меню") 
@@ -313,36 +378,64 @@ async def sd_module_handler(msg: Message):
         sd_sessions.pop(user_id, None) 
         await msg.answer(MENU_TEXT, parse_mode="html") 
         return 
- 
+
     if user_id not in sd_sessions: 
-        sd_sessions[user_id] = {"step": "need_text", "files_queue": [], "post_create_queue": []} 
-    session = sd_sessions[user_id] 
- 
+        sd_sessions[user_id] = {"step": "need_text", "files_queue": [], "post_create_queue": [], "templates": [], "template_names": {}} 
+    session = sd_sessions[user_id]
+
+
+    # --- ШАГ 0: ВЫБОР ШАБЛОНА --- 
+    if session["step"] == "choose_template": 
+        if cmd in ["skip", "пропустить", "без шаблона"]: 
+            sd_workflow_logger.info("[Template] User skipped template selection") 
+            session["step"] = "need_text" 
+            await msg.answer(SD_MAIN_MENU_TEXT, parse_mode="html") 
+            return 
+        if cmd in session.get("template_names", {}): 
+            template_id = session["template_names"][cmd]
+            template_name = next((t["name"] for t in session.get("templates", []) if str(t["id"]) == str(template_id)), "Неизвестно")
+            sd_workflow_logger.info(f"[Template] User selected: {template_id} ({template_name})") 
+            session["template_id"] = template_id 
+            session["step"] = "need_text" 
+            await msg.answer(SD_MAIN_MENU_TEXT, parse_mode="html") 
+            return 
+        else: 
+            await msg.answer(
+                f"Неверный номер. Выберите из списка:\n\n"
+                f"{session.get('template_menu_text', '')}",
+                parse_mode="html"
+            ) 
+            return 
+
     # --- ШАГ 1: ОЖИДАНИЕ ТЕКСТА --- 
     if session["step"] == "need_text": 
+        # Пользователь только что вошёл в SD_MODE — показываем меню
+        if len(msg_text.strip()) == 0 and not inline_attachments:
+            await msg.answer(SD_MAIN_MENU_TEXT, parse_mode="html")
+            return
         if not msg_text.strip() and not inline_attachments: 
             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")
         
@@ -352,7 +445,7 @@ async def sd_module_handler(msg: Message):
         session["timer_task"] = asyncio.create_task(_wait_for_attachments_and_create(user_id, session)) 
         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) --- 
     if session["step"] == "waiting_for_attachments": 
         if inline_attachments: 
@@ -361,14 +454,14 @@ async def sd_module_handler(msg: Message):
         if msg_text.strip(): 
             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)) 
         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") --- 
     if session["step"] == "creating_ticket": 
         if inline_attachments: 
@@ -377,7 +470,7 @@ async def sd_module_handler(msg: Message):
             session["post_create_queue"].extend(inline_attachments) 
             sd_workflow_logger.info(f"📥 [SD Hole-Fix] Captured {len(inline_attachments)} file(s) DURING ticket creation API call.") 
         return 
- 
+
     # --- ШАГ 4: ПРИЕМ ДОП. ФАЙЛОВ К УЖЕ СОЗДАННОЙ ЗАЯВКЕ --- 
     if session["step"] == "ticket_created": 
         if inline_attachments: 
@@ -393,4 +486,4 @@ async def sd_module_handler(msg: Message):
                     await msg.answer(sd_file_upload_error(), parse_mode="html") 
         elif msg_text.strip(): 
             await msg.answer(UNKNOWN_MAIN_CMD_TEXT, parse_mode="html") 
-        return
+        return

utils/texts.py

@@ -170,6 +170,11 @@ SD_UNKNOWN_CMD_TEXT = _sd_unknown(EMOJI_DIGITS)
 SD_TEXT_REQUIRED = _sd_text_required(EMOJI_DIGITS)
 SD_CREATING = _sd_creating()
 
+def _sd_ticket_create_error(emojis: dict) -> str:
+    return (
+        f"❌ <b>Не удалось создать заявку.</b>\n\n"        f"Пожалуйста, повторите попытку позже.\n\n"        f"{emojis['0']} — В главное меню"
+    )
+
 def sd_ticket_create_error() -> str:
     return _sd_ticket_create_error(EMOJI_DIGITS)