低代码 / 无代码：轻量级售后管理平台快速搭建应用

// 工单状态自动更新逻辑
class TicketStatusManager {
  constructor() {
    this.statusRules = {
      'pending': { next: ['in_progress', 'cancelled'] },
      'in_progress': { next: ['resolved', 'escalated'] },
      'escalated': { next: ['in_progress', 'resolved'] },
      'resolved': { next: ['closed'] },
      'cancelled': { next: [] },
      'closed': { next: [] }
    };
  }

  /**
   * 验证状态转换是否有效
   * @param {string} currentStatus 当前状态
   * @param {string} targetStatus 目标状态
   * @returns {boolean} 是否允许转换
   */
  validateStatusChange(currentStatus, targetStatus) {
    const allowedStatuses = this.statusRules[currentStatus]?.next;
    return allowedStatuses ? allowedStatuses.includes(targetStatus) : false;
  }

  /**
   * 自动分配工单给可用客服
   * @param {Object} ticket 工单对象
   * @param {Array} agents 客服人员列表
   * @returns {string} 分配结果
   */
  autoAssignTicket(ticket, agents) {
    const availableAgents = agents.filter(agent => 
      agent.isAvailable && agent.skills.includes(ticket.category)
    );
    
    if (availableAgents.length > 0) {
      const assignedAgent = availableAgents.reduce((prev, current) => 
        (prev.currentTickets < current.currentTickets) ? prev : current
      );
      return `Assigned to agent: ${assignedAgent.name}`;
    }
    
    return 'No available agents matching ticket requirements';
  }
}

// 使用示例
const statusManager = new TicketStatusManager();
console.log(statusManager.validateStatusChange('pending', 'in_progress')); // true
console.log(statusManager.validateStatusChange('pending', 'closed')); // false

// 工单实体类定义
public class ServiceTicket
{
    public int Id { get; set; }
    public string Title { get; set; }
    public string Description { get; set; }
    public string CustomerId { get; set; }
    public TicketStatus Status { get; set; }
    public PriorityLevel Priority { get; set; }
    public DateTime CreatedAt { get; set; }
    public DateTime? ResolvedAt { get; set; }
    public string AssignedAgentId { get; set; }
    
    // 计算工单响应时间
    public TimeSpan GetResponseTime()
    {
        return DateTime.Now - CreatedAt;
    }
    
    // 检查是否超时
    public bool IsOverdue()
    {
        var timeSinceCreation = GetResponseTime();
        return timeSinceCreation > TimeSpan.FromHours(24) && Status != TicketStatus.Closed;
    }
}

public enum TicketStatus
{
    Pending,
    InProgress,
    Escalated,
    Resolved,
    Cancelled,
    Closed
}

public enum PriorityLevel
{
    Low,
    Medium,
    High,
    Critical
}