feat(modules): 帮助中心、工单、工作流与多渠道接入

补齐 FAQ、帮助中心、工单、可视化工作流及 Telegram/WhatsApp/Slack 等渠道模块。

backend/app/services/notifications.py

@@ -0,0 +1,114 @@
+"""
+Copyright 2024-2026 ReplyPier
+
+Licensed under the Apache License, Version 2.0 (the "License");
+you may not use this file except in compliance with the License.
+You may obtain a copy of the License at
+
+    http://www.apache.org/licenses/LICENSE-2.0
+
+Unless required by applicable law or agreed to in writing, software
+distributed under the License is distributed on an "AS IS" BASIS,
+WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied.
+See the License for the specific language governing permissions and
+limitations under the License.
+"""
+
+import enum
+from typing import Iterable, Optional
+
+from sqlalchemy.orm import Session
+
+from app.core.logger import get_logger
+from app.models.notification import Notification, NotificationType
+from app.models.notification_settings import (
+    NOTIFY_CHAT_ASSIGNED,
+    NOTIFY_CHAT_TRANSFER,
+    NOTIFY_NEW_CHAT,
+)
+from app.repositories.notification_settings import UserNotificationSettingsRepository
+from app.services.user import send_fcm_notification
+
+logger = get_logger(__name__)
+
+
+class ChatNotificationEvent(str, enum.Enum):
+    """Chat events a user can mute. The value is both the preference column
+    and the `event` discriminator carried in the push metadata.
+    """
+    NEW_CHAT = NOTIFY_NEW_CHAT
+    CHAT_TRANSFER = NOTIFY_CHAT_TRANSFER
+    CHAT_ASSIGNED = NOTIFY_CHAT_ASSIGNED
+
+
+async def notify_user(
+    db: Session,
+    user_id,
+    type_: NotificationType,
+    title: str,
+    message: str,
+    metadata: Optional[dict] = None,
+) -> None:
+    """Persist an in-app notification and send its FCM push.
+
+    Never raises and no-ops without a user (background jobs may have none) —
+    a notification failure must not fail the work it reports on.
+
+    NOTE: this commits (and, on error, rolls back) the caller's `db` session,
+    so call it only once any work you want persisted is already committed.
+    Every current caller either commits first or has nothing pending.
+    """
+    if not user_id:
+        return
+    try:
+        notification = Notification(
+            user_id=user_id,
+            type=type_,
+            title=title,
+            message=message,
+            notification_metadata=metadata,
+        )
+        db.add(notification)
+        db.commit()
+        await send_fcm_notification(user_id, notification, db)
+    except Exception as e:
+        logger.error(f"Error sending notification '{title}' to user {user_id}: {e}")
+        try:
+            db.rollback()
+        except Exception:
+            pass
+
+
+async def notify_chat_event(
+    db: Session,
+    user_ids: Iterable,
+    event: ChatNotificationEvent,
+    title: str,
+    message: str,
+    metadata: Optional[dict] = None,
+) -> None:
+    """Notify every user in `user_ids` who hasn't muted `event`.
+
+    Recipients are resolved in a single query, so fanning out to a whole group
+    or org costs one lookup rather than one per user. Like notify_user, this
+    never raises — a notification must not fail the chat it reports on.
+    """
+    try:
+        recipients = UserNotificationSettingsRepository(db).filter_enabled(
+            user_ids, event.value
+        )
+        if not recipients:
+            return
+
+        payload = {**(metadata or {}), "event": event.value}
+        for user_id in recipients:
+            await notify_user(
+                db=db,
+                user_id=user_id,
+                type_=NotificationType.CHAT,
+                title=title,
+                message=message,
+                metadata=payload,
+            )
+    except Exception as e:
+        logger.error(f"Error sending '{event.value}' notification: {e}")