【运维发布】客服工单：举报申诉的处理流水

---工单的分类路由：按类型分派
local QUEUE = {
    report = { name = "举报",  sla = 24, team = "risk" },
    appeal = { name = "申诉",  sla = 48, team = "risk" },
    item   = { name = "物品",  sla = 72, team = "cs" },
    pay    = { name = "支付",  sla = 12, team = "pay" },
}

function Ticket.create(uid, kind, detail)
    local q = QUEUE[kind]
    if not q then return false, "未知类型" end
    local ticket = {
        id = Ticket.nextId(), uid = uid,
        kind = kind, detail = detail,
        at = os.time(), status = "open",
        sla = q.sla * 3600,
    }
    Ticket.store[ticket.id] = ticket
    Ticket.route(q.team, ticket)
    return ticket.id
end

---SLA 的看板：超时的工单自动升级
setontimerex(93, 600)
function Ticket.watch()
    local now = os.time()
    for _, t in pairs(Ticket.store) do
        if t.status == "open" and now - t.at > t.sla then
            Ticket.escalate(t)
            Ops.alert("工单超时升级", t.id, t.kind)
        end
    end
end

---处理的留痕：每一步都可回放
function Ticket.note(ticketId, operator, action, detail)
    local t = Ticket.store[ticketId]
    t.logs = t.logs or {}
    t.logs[#t.logs + 1] = {
        by = operator, action = action,
        detail = detail, at = os.time(),
    }
end