497 lines
16 KiB
Python
497 lines
16 KiB
Python
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"""
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Ticket Transcript Generator
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===========================
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Generates beautiful transcript files from ticket conversations.
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"""
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import json
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import os
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from datetime import datetime
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from typing import Optional, List, Dict, Any
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from discord import User, Member
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from ..data.models import TicketData, TicketMessage
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class TranscriptGenerator:
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"""
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Generates formatted transcripts from ticket data.
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Features:
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- Multiple output formats (TXT, JSON, HTML)
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- Customizable templates
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- Attachment handling
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- Statistics inclusion
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"""
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TRANSCRIPT_DIR = "data/tickets/transcripts"
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def __init__(self):
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os.makedirs(self.TRANSCRIPT_DIR, exist_ok=True)
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def generate_txt(
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self,
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ticket: TicketData,
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messages: Optional[List[Dict[str, Any]]] = None,
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include_stats: bool = True
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) -> str:
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"""Generate a plain text transcript"""
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lines = []
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# Header
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lines.append("=" * 60)
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lines.append("TRANSCRIPT DE TICKET")
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lines.append("=" * 60)
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lines.append("")
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lines.append(f"ID du salon: {ticket.channel_id}")
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lines.append(f"ID du serveur: {ticket.guild_id}")
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lines.append(f"Créé par: {ticket.user_id}")
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lines.append(f"Catégorie: {ticket.category_id}")
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lines.append(f"Statut: {ticket.status.value}")
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lines.append(f"Priorité: {ticket.priority.value}")
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lines.append(f"Créé le: {ticket.created_at.strftime('%Y-%m-%d %H:%M:%S')}")
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if ticket.closed_at:
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lines.append(f"Fermé le: {ticket.closed_at.strftime('%Y-%m-%d %H:%M:%S')}")
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if ticket.claimed_by:
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lines.append(f"Réclamé par: {ticket.claimed_by}")
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if ticket.reason:
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lines.append(f"Raison: {ticket.reason}")
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lines.append("")
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lines.append("-" * 60)
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lines.append("HISTORIQUE DES MESSAGES")
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lines.append("-" * 60)
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lines.append("")
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# Messages
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if messages:
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for msg in messages:
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timestamp = msg.get("timestamp", "")
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if isinstance(timestamp, str):
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try:
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dt = datetime.fromisoformat(timestamp)
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timestamp = dt.strftime("%Y-%m-%d %H:%M:%S")
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except ValueError:
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pass
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author = msg.get("author_name", "Inconnu")
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content = msg.get("content", "")
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is_staff = msg.get("is_staff", False)
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staff_marker = " [STAFF]" if is_staff else ""
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lines.append(f"[{timestamp}] {author}{staff_marker}")
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if content:
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lines.append(f" {content}")
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lines.append("")
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# Statistics
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if include_stats and ticket.duration_minutes:
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lines.append("-" * 60)
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lines.append("STATISTIQUES")
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lines.append("-" * 60)
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lines.append(f"Durée: {ticket.duration_minutes:.1f} minutes")
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lines.append(f"Nombre de messages: {len(messages) if messages else len(ticket.messages)}")
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if ticket.rating:
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stars = "⭐" * ticket.rating
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lines.append(f"Note: {stars} ({ticket.rating}/5)")
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if ticket.feedback:
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lines.append(f"Feedback: {ticket.feedback}")
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lines.append("")
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lines.append("=" * 60)
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lines.append(f"Généré le: {datetime.now().strftime('%Y-%m-%d %H:%M:%S')}")
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lines.append("=" * 60)
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return "\n".join(lines)
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def generate_json(
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self,
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ticket: TicketData,
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messages: Optional[List[Dict[str, Any]]] = None,
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include_stats: bool = True
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) -> Dict[str, Any]:
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"""Generate a JSON transcript"""
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data = {
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"version": "1.0",
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"generated_at": datetime.now().isoformat(),
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"ticket": {
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"channel_id": ticket.channel_id,
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"guild_id": ticket.guild_id,
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"user_id": ticket.user_id,
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"category_id": ticket.category_id,
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"status": ticket.status.value,
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"priority": ticket.priority.value,
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"created_at": ticket.created_at.isoformat(),
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"closed_at": ticket.closed_at.isoformat() if ticket.closed_at else None,
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"claimed_by": ticket.claimed_by,
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"reason": ticket.reason,
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"rating": ticket.rating,
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"feedback": ticket.feedback
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},
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"messages": messages or [m.to_dict() for m in ticket.messages]
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}
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if include_stats:
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data["statistics"] = {
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"duration_minutes": ticket.duration_minutes,
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"message_count": len(messages) if messages else len(ticket.messages),
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"duration_formatted": self._format_duration(ticket.duration_minutes) if ticket.duration_minutes else None
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}
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return data
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def generate_html(
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self,
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ticket: TicketData,
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messages: Optional[List[Dict[str, Any]]] = None,
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include_stats: bool = True,
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guild_name: str = "Serveur Discord"
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) -> str:
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"""Generate an HTML transcript with styling"""
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# Get priority color
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priority_colors = {
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"low": "#2ecc71",
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"normal": "#3498db",
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"high": "#e67e22",
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"urgent": "#e74c3c"
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}
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priority_color = priority_colors.get(ticket.priority.value, "#3498db")
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html_messages = ""
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if messages:
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for msg in messages:
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timestamp = msg.get("timestamp", "")
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if isinstance(timestamp, str):
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try:
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dt = datetime.fromisoformat(timestamp)
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timestamp = dt.strftime("%d/%m/%Y %H:%M:%S")
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except ValueError:
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pass
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author = msg.get("author_name", "Inconnu")
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content = msg.get("content", "").replace("\n", "<br>")
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is_staff = msg.get("is_staff", False)
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staff_class = " staff-message" if is_staff else ""
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staff_badge = '<span class="staff-badge">STAFF</span>' if is_staff else ""
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html_messages += f"""
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<div class="message{staff_class}">
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<div class="message-header">
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<span class="author">{author}</span>
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{staff_badge}
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<span class="timestamp">{timestamp}</span>
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</div>
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<div class="message-content">{content}</div>
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</div>
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"""
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# Statistics section
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stats_html = ""
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if include_stats:
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duration = self._format_duration(ticket.duration_minutes) if ticket.duration_minutes else "N/A"
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rating_stars = "⭐" * ticket.rating if ticket.rating else "Pas de note"
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stats_html = f"""
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<div class="stats-section">
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<h3>📊 Statistiques</h3>
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<div class="stats-grid">
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<div class="stat-item">
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<span class="stat-label">Durée</span>
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<span class="stat-value">{duration}</span>
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</div>
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<div class="stat-item">
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<span class="stat-label">Messages</span>
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<span class="stat-value">{len(messages) if messages else len(ticket.messages)}</span>
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</div>
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<div class="stat-item">
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<span class="stat-label">Note</span>
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<span class="stat-value">{rating_stars}</span>
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</div>
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</div>
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</div>
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"""
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html = f"""<!DOCTYPE html>
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<html lang="fr">
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<head>
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<meta charset="UTF-8">
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<meta name="viewport" content="width=device-width, initial-scale=1.0">
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<title>Transcript - Ticket #{ticket.channel_id}</title>
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<style>
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* {{
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margin: 0;
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padding: 0;
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box-sizing: border-box;
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}}
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body {{
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font-family: 'Segoe UI', Tahoma, Geneva, Verdana, sans-serif;
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background: #f5f6fa;
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color: #2c3e50;
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line-height: 1.6;
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}}
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.container {{
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max-width: 900px;
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margin: 0 auto;
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padding: 20px;
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}}
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.header {{
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background: linear-gradient(135deg, {priority_color}, #34495e);
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color: white;
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padding: 30px;
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border-radius: 10px;
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margin-bottom: 20px;
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}}
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.header h1 {{
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font-size: 24px;
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margin-bottom: 10px;
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}}
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.header-meta {{
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display: flex;
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flex-wrap: wrap;
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gap: 20px;
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font-size: 14px;
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opacity: 0.9;
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}}
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.meta-item {{
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display: flex;
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align-items: center;
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gap: 5px;
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}}
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.status-badge {{
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display: inline-block;
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padding: 3px 10px;
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border-radius: 15px;
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font-size: 12px;
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font-weight: bold;
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text-transform: uppercase;
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}}
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.status-open {{ background: #27ae60; }}
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.status-closed {{ background: #e74c3c; }}
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.status-claimed {{ background: #f39c12; }}
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.messages-section {{
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background: white;
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border-radius: 10px;
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padding: 20px;
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margin-bottom: 20px;
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box-shadow: 0 2px 10px rgba(0,0,0,0.1);
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}}
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.messages-section h3 {{
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margin-bottom: 15px;
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color: {priority_color};
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border-bottom: 2px solid #ecf0f1;
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padding-bottom: 10px;
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}}
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.message {{
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padding: 15px;
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border-bottom: 1px solid #ecf0f1;
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}}
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.message:last-child {{
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border-bottom: none;
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}}
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.message.staff-message {{
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background: #f8f9fa;
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border-left: 3px solid {priority_color};
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}}
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.message-header {{
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display: flex;
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align-items: center;
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gap: 10px;
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margin-bottom: 8px;
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}}
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.author {{
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font-weight: bold;
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color: #2c3e50;
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}}
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.staff-badge {{
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background: {priority_color};
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color: white;
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padding: 2px 6px;
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border-radius: 3px;
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font-size: 10px;
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font-weight: bold;
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}}
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.timestamp {{
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color: #95a5a6;
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font-size: 12px;
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}}
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.message-content {{
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color: #34495e;
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word-break: break-word;
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}}
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.stats-section {{
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background: white;
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border-radius: 10px;
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padding: 20px;
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box-shadow: 0 2px 10px rgba(0,0,0,0.1);
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}}
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.stats-section h3 {{
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margin-bottom: 15px;
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color: {priority_color};
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}}
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.stats-grid {{
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display: grid;
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grid-template-columns: repeat(auto-fit, minmax(150px, 1fr));
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gap: 15px;
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}}
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.stat-item {{
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background: #f8f9fa;
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padding: 15px;
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border-radius: 8px;
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text-align: center;
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}}
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.stat-label {{
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display: block;
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font-size: 12px;
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color: #7f8c8d;
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margin-bottom: 5px;
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}}
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.stat-value {{
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font-size: 18px;
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font-weight: bold;
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color: {priority_color};
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}}
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.footer {{
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text-align: center;
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padding: 20px;
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color: #95a5a6;
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font-size: 12px;
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}}
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</style>
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</head>
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<body>
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<div class="container">
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<div class="header">
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<h1>🎫 Transcript de Ticket</h1>
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<div class="header-meta">
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<div class="meta-item">
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<span>📌 ID:</span>
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<span>{ticket.channel_id}</span>
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</div>
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<div class="meta-item">
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<span>📁 Catégorie:</span>
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<span>{ticket.category_id}</span>
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</div>
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<div class="meta-item">
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<span>⚡ Priorité:</span>
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<span style="color: {priority_color}; font-weight: bold;">{ticket.priority.value.upper()}</span>
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</div>
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<div class="meta-item">
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<span>📊 Statut:</span>
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<span class="status-badge status-{ticket.status.value}">{ticket.status.value}</span>
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</div>
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||
|
|
<div class="meta-item">
|
||
|
|
<span>📅 Créé:</span>
|
||
|
|
<span>{ticket.created_at.strftime('%d/%m/%Y %H:%M')}</span>
|
||
|
|
</div>
|
||
|
|
</div>
|
||
|
|
</div>
|
||
|
|
|
||
|
|
<div class="messages-section">
|
||
|
|
<h3>💬 Messages ({len(messages) if messages else len(ticket.messages)})</h3>
|
||
|
|
{html_messages}
|
||
|
|
</div>
|
||
|
|
|
||
|
|
{stats_html}
|
||
|
|
|
||
|
|
<div class="footer">
|
||
|
|
<p>Généré le {datetime.now().strftime('%d/%m/%Y à %H:%M:%S')}</p>
|
||
|
|
<p>Système de Tickets - Kuby Bot</p>
|
||
|
|
</div>
|
||
|
|
</div>
|
||
|
|
</body>
|
||
|
|
</html>"""
|
||
|
|
|
||
|
|
return html
|
||
|
|
|
||
|
|
def save_transcript(
|
||
|
|
self,
|
||
|
|
ticket: TicketData,
|
||
|
|
messages: Optional[List[Dict[str, Any]]] = None,
|
||
|
|
format: str = "txt",
|
||
|
|
include_stats: bool = True
|
||
|
|
) -> Optional[str]:
|
||
|
|
"""Save a transcript to file and return the path"""
|
||
|
|
|
||
|
|
if format == "txt":
|
||
|
|
content = self.generate_txt(ticket, messages, include_stats)
|
||
|
|
ext = "txt"
|
||
|
|
elif format == "json":
|
||
|
|
content = json.dumps(self.generate_json(ticket, messages, include_stats), indent=2, ensure_ascii=False)
|
||
|
|
ext = "json"
|
||
|
|
elif format == "html":
|
||
|
|
content = self.generate_html(ticket, messages, include_stats)
|
||
|
|
ext = "html"
|
||
|
|
else:
|
||
|
|
return None
|
||
|
|
|
||
|
|
# Generate filename
|
||
|
|
timestamp = datetime.now().strftime("%Y%m%d_%H%M%S")
|
||
|
|
filename = f"ticket_{ticket.channel_id}_{timestamp}.{ext}"
|
||
|
|
filepath = os.path.join(self.TRANSCRIPT_DIR, filename)
|
||
|
|
|
||
|
|
try:
|
||
|
|
with open(filepath, 'w', encoding='utf-8') as f:
|
||
|
|
f.write(content)
|
||
|
|
return filepath
|
||
|
|
except Exception as e:
|
||
|
|
print(f"[TranscriptGenerator] Error saving transcript: {e}")
|
||
|
|
return None
|
||
|
|
|
||
|
|
def _format_duration(self, minutes: float) -> str:
|
||
|
|
"""Format duration in minutes to human-readable string"""
|
||
|
|
if minutes < 60:
|
||
|
|
return f"{minutes:.0f} min"
|
||
|
|
elif minutes < 1440:
|
||
|
|
hours = minutes / 60
|
||
|
|
return f"{hours:.1f} h"
|
||
|
|
else:
|
||
|
|
days = minutes / 1440
|
||
|
|
return f"{days:.1f} j"
|
||
|
|
|
||
|
|
def get_transcript_path(self, channel_id: int) -> Optional[str]:
|
||
|
|
"""Get the most recent transcript for a channel"""
|
||
|
|
if not os.path.exists(self.TRANSCRIPT_DIR):
|
||
|
|
return None
|
||
|
|
|
||
|
|
files = [f for f in os.listdir(self.TRANSCRIPT_DIR)
|
||
|
|
if f.startswith(f"ticket_{channel_id}_")]
|
||
|
|
|
||
|
|
if not files:
|
||
|
|
return None
|
||
|
|
|
||
|
|
latest = max(files, key=lambda x: os.path.getmtime(os.path.join(self.TRANSCRIPT_DIR, x)))
|
||
|
|
return os.path.join(self.TRANSCRIPT_DIR, latest)
|
||
|
|
|
||
|
|
def cleanup_old_transcripts(self, days: int = 30) -> int:
|
||
|
|
"""Remove transcripts older than X days"""
|
||
|
|
if not os.path.exists(self.TRANSCRIPT_DIR):
|
||
|
|
return 0
|
||
|
|
|
||
|
|
cutoff = datetime.now().timestamp() - (days * 86400)
|
||
|
|
removed = 0
|
||
|
|
|
||
|
|
for filename in os.listdir(self.TRANSCRIPT_DIR):
|
||
|
|
filepath = os.path.join(self.TRANSCRIPT_DIR, filename)
|
||
|
|
if os.path.getmtime(filepath) < cutoff:
|
||
|
|
os.remove(filepath)
|
||
|
|
removed += 1
|
||
|
|
|
||
|
|
return removed
|
||
|
|
|
||
|
|
|
||
|
|
# Singleton instance
|
||
|
|
_transcript_instance: Optional[TranscriptGenerator] = None
|
||
|
|
|
||
|
|
|
||
|
|
def get_transcript_generator() -> TranscriptGenerator:
|
||
|
|
"""Get the singleton transcript generator instance"""
|
||
|
|
global _transcript_instance
|
||
|
|
if _transcript_instance is None:
|
||
|
|
_transcript_instance = TranscriptGenerator()
|
||
|
|
return _transcript_instance
|
||
|
|
|