工单流转系统的定义与实施方法指南

// 工单实体类示例
public class WorkOrder
{
    public int Id { get; set; }
    public string Title { get; set; }
    public string Description { get; set; }
    public WorkOrderPriority Priority { get; set; }
    public WorkOrderStatus Status { get; set; }
    public string Assignee { get; set; }
    public DateTime CreatedAt { get; set; }
    public DateTime? ResolvedAt { get; set; }
    
    // 工单状态转换方法
    public void ChangeStatus(WorkOrderStatus newStatus)
    {
        if (IsValidStatusTransition(Status, newStatus))
        {
            Status = newStatus;
            if (newStatus == WorkOrderStatus.Resolved)
                ResolvedAt = DateTime.Now;
        }
    }
    
    private bool IsValidStatusTransition(WorkOrderStatus current, WorkOrderStatus next)
    {
        // 实现状态转换验证逻辑
        return true;
    }
}

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

public enum WorkOrderStatus
{
    New,
    Assigned,
    InProgress,
    Resolved,
    Closed
}

// 工单自动分配逻辑示例
class WorkOrderAutoAssigner {
  constructor(agents, rules) {
    this.agents = agents; // 可用客服人员列表
    this.rules = rules;   // 分配规则配置
  }

  // 根据工单内容自动分配负责人
  autoAssign(workOrder) {
    const eligibleAgents = this.filterEligibleAgents(workOrder);
    
    if (eligibleAgents.length === 0) {
      return this.assignToDefaultGroup(workOrder);
    }

    // 基于负载均衡选择最合适的客服
    const selectedAgent = this.selectByWorkload(eligibleAgents);
    workOrder.assignee = selectedAgent.id;
    workOrder.status = 'Assigned';
    
    return workOrder;
  }

  // 筛选符合条件的客服人员
  filterEligibleAgents(workOrder) {
    return this.agents.filter(agent => {
      return agent.skills.includes(workOrder.category) &&
             agent.isAvailable &&
             this.checkSchedule(agent, workOrder.createdAt);
    });
  }

  // 基于工作负载选择客服（负载均衡）
  selectByWorkload(agents) {
    return agents.reduce((prev, current) => {
      return (prev.currentWorkload < current.currentWorkload) ? prev : current;
    });
  }
}