【运维发布】回流玩家客服通道：专属工单的分级响应设计

local SLA = { [1] = 60, [2] = 360, [3] = 1440 }
local function raiseTicket(actor, category, text)
    local player = class(actor)
    local isBack = getplayvar(actor, 2, "BACK_DAYS") ~= nil
    local level = isBack and 1 or 2
    if category == "payment" then level = 1 end
    local tid = "TK" .. os.date("%m%d%H%M") .. math.random(100, 999)
    setsysvarex("TICKET_" .. tid, level .. "|" .. category .. "|" .. text, 1)
    sendmsg(actor, 0, "工单已提交（" .. tid .. "），预计" .. SLA[level] / 60 .. "小时内回复")
end

setontimerex(101, 900)
function ontimer101()
    local now = os.time()
    for tid, rec in pairs(ticketQueue()) do
        local lv = tonumber(string.match(rec, "(%d+)"))
        if now - getTicketTs(tid) > SLA[lv] * 60 then
            setsysvar("TICKET_ESCALATE", tid)
        end
    end
end