366 lines
14 KiB
Python
366 lines
14 KiB
Python
"""
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Ticket Data Models
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==================
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Data models for the modular ticket system.
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"""
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from dataclasses import dataclass, field
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from datetime import datetime
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from typing import Optional, List, Dict, Any
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from enum import Enum
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class TicketStatus(Enum):
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"""Ticket status enumeration"""
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OPEN = "open"
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CLAIMED = "claimed"
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CLOSED = "closed"
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ARCHIVED = "archived"
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class Priority(Enum):
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"""Ticket priority levels"""
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LOW = "low"
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NORMAL = "normal"
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HIGH = "high"
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URGENT = "urgent"
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class TicketCategory:
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"""
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Represents a ticket category with customizable settings.
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Attributes:
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id: Unique identifier for the category
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name: Display name
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description: Description shown in panel
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emoji: Emoji icon for the category
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color: Embed color (hex)
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staff_roles: List of role IDs who can access this category
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welcome_message: Custom welcome message for this category
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require_reason: Whether to require a reason when creating
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max_tickets_per_user: Maximum tickets per user in this category
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auto_close_days: Days before auto-closing inactive tickets
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priority_enabled: Whether priority selection is enabled
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allow_claims: Whether staff can claim tickets
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survey_enabled: Whether satisfaction survey is enabled
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"""
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def __init__(
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self,
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id: str,
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name: str,
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description: str = "",
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emoji: str = "🎫",
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color: str = "#3498db",
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staff_roles: List[str] = None,
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welcome_message: str = None,
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require_reason: bool = False,
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max_tickets_per_user: int = 5,
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auto_close_days: int = 7,
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priority_enabled: bool = True,
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allow_claims: bool = True,
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survey_enabled: bool = True
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):
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self.id = id
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self.name = name
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self.description = description
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self.emoji = emoji
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self.color = color
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self.staff_roles = staff_roles or []
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self.welcome_message = welcome_message or "Merci d'avoir créé un ticket. Notre équipe va vous répondre sous peu."
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self.require_reason = require_reason
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self.max_tickets_per_user = max_tickets_per_user
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self.auto_close_days = auto_close_days
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self.priority_enabled = priority_enabled
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self.allow_claims = allow_claims
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self.survey_enabled = survey_enabled
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def to_dict(self) -> Dict[str, Any]:
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"""Convert category to dictionary for storage"""
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return {
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"id": self.id,
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"name": self.name,
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"description": self.description,
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"emoji": self.emoji,
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"color": self.color,
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"staff_roles": self.staff_roles,
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"welcome_message": self.welcome_message,
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"require_reason": self.require_reason,
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"max_tickets_per_user": self.max_tickets_per_user,
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"auto_close_days": self.auto_close_days,
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"priority_enabled": self.priority_enabled,
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"allow_claims": self.allow_claims,
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"survey_enabled": self.survey_enabled
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}
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@classmethod
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def from_dict(cls, data: Dict[str, Any]) -> 'TicketCategory':
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"""Create category from dictionary"""
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return cls(
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id=data.get("id", ""),
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name=data.get("name", ""),
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description=data.get("description", ""),
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emoji=data.get("emoji", "🎫"),
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color=data.get("color", "#3498db"),
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staff_roles=data.get("staff_roles", []),
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welcome_message=data.get("welcome_message"),
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require_reason=data.get("require_reason", False),
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max_tickets_per_user=data.get("max_tickets_per_user", 5),
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auto_close_days=data.get("auto_close_days", 7),
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priority_enabled=data.get("priority_enabled", True),
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allow_claims=data.get("allow_claims", True),
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survey_enabled=data.get("survey_enabled", True)
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)
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@dataclass
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class TicketMessage:
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"""Represents a message in a ticket"""
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id: str
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author_id: int
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author_name: str
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content: str
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timestamp: datetime
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attachments: List[str] = field(default_factory=list)
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is_staff: bool = False
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def to_dict(self) -> Dict[str, Any]:
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return {
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"id": self.id,
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"author_id": self.author_id,
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"author_name": self.author_name,
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"content": self.content,
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"timestamp": self.timestamp.isoformat(),
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"attachments": self.attachments,
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"is_staff": self.is_staff
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}
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@classmethod
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def from_dict(cls, data: Dict[str, Any]) -> 'TicketMessage':
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return cls(
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id=data.get("id", ""),
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author_id=data.get("author_id", 0),
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author_name=data.get("author_name", ""),
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content=data.get("content", ""),
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timestamp=datetime.fromisoformat(data.get("timestamp", datetime.now().isoformat())),
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attachments=data.get("attachments", []),
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is_staff=data.get("is_staff", False)
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)
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@dataclass
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class TicketData:
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"""
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Main ticket data structure.
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Attributes:
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channel_id: Discord channel ID
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guild_id: Discord guild ID
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user_id: User who created the ticket
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category_id: Ticket category
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status: Current ticket status
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priority: Ticket priority level
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created_at: Creation timestamp
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closed_at: Closing timestamp
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claimed_by: Staff member who claimed the ticket
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messages: List of messages in the ticket
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reason: Reason for creating the ticket
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transcript_path: Path to generated transcript
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rating: Satisfaction rating (1-5)
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feedback: User feedback text
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"""
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channel_id: int
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guild_id: int
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user_id: int
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category_id: str
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status: TicketStatus = TicketStatus.OPEN
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priority: Priority = Priority.NORMAL
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created_at: datetime = field(default_factory=datetime.now)
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closed_at: Optional[datetime] = None
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claimed_by: Optional[int] = None
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messages: List[TicketMessage] = field(default_factory=list)
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reason: str = ""
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transcript_path: Optional[str] = None
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rating: Optional[int] = None
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feedback: Optional[str] = None
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@property
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def is_open(self) -> bool:
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return self.status in [TicketStatus.OPEN, TicketStatus.CLAIMED]
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@property
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def duration_minutes(self) -> Optional[float]:
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"""Get ticket duration in minutes"""
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end = self.closed_at or datetime.now()
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return (end - self.created_at).total_seconds() / 60
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def to_dict(self) -> Dict[str, Any]:
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return {
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"channel_id": self.channel_id,
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"guild_id": self.guild_id,
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"user_id": self.user_id,
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"category_id": self.category_id,
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"status": self.status.value,
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"priority": self.priority.value,
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"created_at": self.created_at.isoformat(),
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"closed_at": self.closed_at.isoformat() if self.closed_at else None,
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"claimed_by": self.claimed_by,
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"messages": [m.to_dict() for m in self.messages],
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"reason": self.reason,
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"transcript_path": self.transcript_path,
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"rating": self.rating,
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"feedback": self.feedback
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}
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@classmethod
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def from_dict(cls, data: Dict[str, Any]) -> 'TicketData':
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messages = [TicketMessage.from_dict(m) for m in data.get("messages", [])]
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return cls(
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channel_id=data.get("channel_id", 0),
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guild_id=data.get("guild_id", 0),
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user_id=data.get("user_id", 0),
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category_id=data.get("category_id", ""),
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status=TicketStatus(data.get("status", "open")),
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priority=Priority(data.get("priority", "normal")),
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created_at=datetime.fromisoformat(data.get("created_at", datetime.now().isoformat())),
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closed_at=datetime.fromisoformat(data["closed_at"]) if data.get("closed_at") else None,
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claimed_by=data.get("claimed_by"),
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messages=messages,
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reason=data.get("reason", ""),
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transcript_path=data.get("transcript_path"),
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rating=data.get("rating"),
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feedback=data.get("feedback")
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)
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@dataclass
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class TicketStats:
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"""Statistics for a ticket system"""
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total_tickets: int = 0
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open_tickets: int = 0
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closed_tickets: int = 0
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claimed_tickets: int = 0
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average_duration_minutes: float = 0
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average_rating: float = 0
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tickets_by_category: Dict[str, int] = field(default_factory=dict)
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tickets_by_priority: Dict[str, int] = field(default_factory=dict)
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tickets_by_day: Dict[str, int] = field(default_factory=dict)
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def to_dict(self) -> Dict[str, Any]:
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return {
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"total_tickets": self.total_tickets,
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"open_tickets": self.open_tickets,
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"closed_tickets": self.closed_tickets,
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"claimed_tickets": self.claimed_tickets,
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"average_duration_minutes": self.average_duration_minutes,
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"average_rating": self.average_rating,
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"tickets_by_category": self.tickets_by_category,
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"tickets_by_priority": self.tickets_by_priority,
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"tickets_by_day": self.tickets_by_day
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}
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@dataclass
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class GuildTicketConfig:
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"""
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Guild-wide ticket configuration.
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Attributes:
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guild_id: Discord guild ID
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enabled: Whether the ticket system is enabled
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categories: List of ticket categories
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default_category: Default category ID
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log_channel_id: Channel for ticket logs
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archive_channel_id: Channel for archived transcripts
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staff_roles: Global staff roles (can manage tickets, access analytics, etc.)
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config_roles: Roles that can access the configuration panel (/ticketconfig)
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max_tickets_per_user: Global max tickets per user
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auto_close_enabled: Whether auto-close is enabled
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auto_close_days: Days before auto-close
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transcript_enabled: Whether transcripts are generated
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claim_enabled: Whether claiming is enabled by default
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survey_enabled: Whether surveys are enabled by default
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panel_channel_id: Channel for the ticket panel
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welcome_enabled: Whether welcome messages are shown
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priority_enabled: Whether priority selection is enabled
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"""
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guild_id: int
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enabled: bool = True
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categories: List[TicketCategory] = field(default_factory=list)
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default_category: Optional[str] = None
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log_channel_id: Optional[int] = None
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archive_channel_id: Optional[int] = None
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staff_roles: List[str] = field(default_factory=list)
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staff_users: List[int] = field(default_factory=list)
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config_roles: List[str] = field(default_factory=list)
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config_users: List[int] = field(default_factory=list)
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max_tickets_per_user: int = 5
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auto_close_enabled: bool = False
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auto_close_days: int = 7
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transcript_enabled: bool = True
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claim_enabled: bool = True
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survey_enabled: bool = True
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panel_channel_id: Optional[int] = None
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welcome_enabled: bool = True
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priority_enabled: bool = True
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def to_dict(self) -> Dict[str, Any]:
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return {
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"guild_id": self.guild_id,
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"enabled": self.enabled,
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"categories": [c.to_dict() for c in self.categories],
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"default_category": self.default_category,
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"log_channel_id": self.log_channel_id,
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"archive_channel_id": self.archive_channel_id,
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"log_channel_id": self.log_channel_id,
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"archive_channel_id": self.archive_channel_id,
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"staff_roles": self.staff_roles,
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"staff_users": self.staff_users,
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"config_roles": self.config_roles,
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"config_users": self.config_users,
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"max_tickets_per_user": self.max_tickets_per_user,
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"auto_close_enabled": self.auto_close_enabled,
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"auto_close_days": self.auto_close_days,
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"transcript_enabled": self.transcript_enabled,
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"claim_enabled": self.claim_enabled,
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"survey_enabled": self.survey_enabled,
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"panel_channel_id": self.panel_channel_id,
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"welcome_enabled": self.welcome_enabled,
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"priority_enabled": self.priority_enabled
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}
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@classmethod
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def from_dict(cls, data: Dict[str, Any]) -> 'GuildTicketConfig':
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categories = [TicketCategory.from_dict(c) for c in data.get("categories", [])]
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return cls(
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guild_id=data.get("guild_id", 0),
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enabled=data.get("enabled", True),
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categories=categories,
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default_category=data.get("default_category"),
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log_channel_id=data.get("log_channel_id"),
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archive_channel_id=data.get("archive_channel_id"),
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staff_roles=data.get("staff_roles", []),
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staff_users=data.get("staff_users", []),
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config_roles=data.get("config_roles", []),
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config_users=data.get("config_users", []),
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max_tickets_per_user=data.get("max_tickets_per_user", 5),
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auto_close_enabled=data.get("auto_close_enabled", False),
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auto_close_days=data.get("auto_close_days", 7),
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transcript_enabled=data.get("transcript_enabled", True),
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claim_enabled=data.get("claim_enabled", True),
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survey_enabled=data.get("survey_enabled", True),
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panel_channel_id=data.get("panel_channel_id"),
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welcome_enabled=data.get("welcome_enabled", True),
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priority_enabled=data.get("priority_enabled", True)
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)
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def get_category(self, category_id: str) -> Optional[TicketCategory]:
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"""Get a category by ID"""
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for cat in self.categories:
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if cat.id == category_id:
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return cat
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return None
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