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bot/keyboards.py

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+from aiogram.types import InlineKeyboardButton, InlineKeyboardMarkup, KeyboardButton, ReplyKeyboardMarkup
+
+from bot.db import is_overdue
+from bot.taxonomy import SECTIONS, SUBTOPICS, TOPICS
+
+STATUS_LABELS = {
+    "new": "🆕 Новая",
+    "in_progress": "🛠 В работе",
+    "waiting": "⏳ Ожидание ответа",
+    "deferred": "💤 Отложена",
+    "closed": "✅ Закрыта",
+    "rejected": "🚫 Отклонена",
+}
+
+PRIORITY_LABELS = {
+    "low": "🟢 Низкий",
+    "medium": "🟡 Средний",
+    "high": "🟠 Высокий",
+    "critical": "🔴 Критичный",
+}
+
+PRIORITY_EMOJI = {
+    "low": "🟢",
+    "medium": "🟡",
+    "high": "🟠",
+    "critical": "🔴",
+}
+
+
+def status_label(status: str) -> str:
+    return STATUS_LABELS.get(status, status)
+
+
+def priority_label(priority: str) -> str:
+    return PRIORITY_LABELS.get(priority, priority)
+
+
+def priority_emoji(priority: str) -> str:
+    return PRIORITY_EMOJI.get(priority, "⚪️")
+
+
+def main_menu() -> ReplyKeyboardMarkup:
+    return ReplyKeyboardMarkup(
+        keyboard=[
+            [KeyboardButton(text="Создать заявку")],
+            [KeyboardButton(text="Мои заявки"), KeyboardButton(text="FAQ")],
+        ],
+        resize_keyboard=True,
+    )
+
+
+def sections() -> InlineKeyboardMarkup:
+    """Корневое меню: 11 разделов согласно схеме."""
+    return InlineKeyboardMarkup(
+        inline_keyboard=[
+            [InlineKeyboardButton(text=label, callback_data=f"sec:{code}")]
+            for code, label in SECTIONS
+        ]
+    )
+
+
+def topics(section_code: str) -> InlineKeyboardMarkup:
+    """Подтемы выбранного раздела + кнопка «Назад к разделам»."""
+    rows: list[list[InlineKeyboardButton]] = [
+        [InlineKeyboardButton(text=label, callback_data=f"tp:{section_code}:{code}")]
+        for code, label in TOPICS.get(section_code, [])
+    ]
+    rows.append([InlineKeyboardButton(text="⬅️ К разделам", callback_data="sec:back")])
+    return InlineKeyboardMarkup(inline_keyboard=rows)
+
+
+def subtopics(section_code: str, topic_code: str) -> InlineKeyboardMarkup:
+    """Уточнение для подтемы, у которой есть 3-й уровень (например, тип CRM)."""
+    rows: list[list[InlineKeyboardButton]] = [
+        [InlineKeyboardButton(text=label, callback_data=f"sb:{section_code}:{topic_code}:{code}")]
+        for code, label in SUBTOPICS.get((section_code, topic_code), [])
+    ]
+    rows.append([InlineKeyboardButton(text="⬅️ К темам", callback_data=f"sec:{section_code}")])
+    return InlineKeyboardMarkup(inline_keyboard=rows)
+
+
+def instruction_result() -> InlineKeyboardMarkup:
+    return InlineKeyboardMarkup(
+        inline_keyboard=[
+            [InlineKeyboardButton(text="Не помогло, создать заявку", callback_data="instruction:create")],
+            [InlineKeyboardButton(text="Отменить создание", callback_data="ticket:cancel")],
+        ]
+    )
+
+
+def cancel_creation() -> InlineKeyboardMarkup:
+    return InlineKeyboardMarkup(
+        inline_keyboard=[
+            [InlineKeyboardButton(text="Отменить создание", callback_data="ticket:cancel")]
+        ]
+    )
+
+
+def attachment_actions(count: int = 0) -> InlineKeyboardMarkup:
+    """Кнопки на шаге прикрепления фото: завершить (с любым числом фото) или отменить."""
+    done_text = f"✅ Готово ({count})" if count else "✅ Готово (без фото)"
+    return InlineKeyboardMarkup(
+        inline_keyboard=[
+            [InlineKeyboardButton(text=done_text, callback_data="att:done")],
+            [InlineKeyboardButton(text="Отменить создание", callback_data="ticket:cancel")],
+        ]
+    )
+
+
+def duplicate_options(existing_id: int) -> InlineKeyboardMarkup:
+    return InlineKeyboardMarkup(
+        inline_keyboard=[
+            [InlineKeyboardButton(text=f"➕ Дополнить заявку #{existing_id}", callback_data=f"dup:append:{existing_id}")],
+            [InlineKeyboardButton(text="🆕 Создать новую заявку", callback_data="dup:new")],
+            [InlineKeyboardButton(text="Отменить создание", callback_data="ticket:cancel")],
+        ]
+    )
+
+
+def user_tickets(tickets: list, status_filter: str = "active") -> InlineKeyboardMarkup:
+    archive_label = "Архив закрытых" if status_filter == "active" else "Активные заявки"
+    archive_filter = "closed" if status_filter == "active" else "active"
+    rows = [
+        [
+            InlineKeyboardButton(
+                text=f"#{ticket['id']} · {status_label(ticket['status'])} · {ticket['created_at']}",
+                callback_data=f"user_ticket:{ticket['id']}:{status_filter}",
+            )
+        ]
+        for ticket in tickets
+    ]
+    rows.append([InlineKeyboardButton(text=archive_label, callback_data=f"user_tickets:{archive_filter}")])
+    return InlineKeyboardMarkup(inline_keyboard=rows)
+
+
+def back_to_user_tickets(status_filter: str = "active") -> InlineKeyboardMarkup:
+    return InlineKeyboardMarkup(
+        inline_keyboard=[
+            [InlineKeyboardButton(text="Назад к моим заявкам", callback_data=f"user_tickets:{status_filter}")]
+        ]
+    )
+
+
+def user_ticket_actions(ticket_id: int, status: str, status_filter: str = "active") -> InlineKeyboardMarkup:
+    rows: list[list[InlineKeyboardButton]] = []
+    if status not in ("closed", "rejected"):
+        rows.append(
+            [InlineKeyboardButton(text="💬 Добавить комментарий", callback_data=f"user_comment:{ticket_id}:{status_filter}")]
+        )
+        rows.append(
+            [InlineKeyboardButton(text="💬 Чат с поддержкой", callback_data=f"user_chat:{ticket_id}")]
+        )
+        rows.append(
+            [InlineKeyboardButton(text="✅ Вопрос решён, закрыть", callback_data=f"user_close:{ticket_id}:{status_filter}")]
+        )
+    rows.append([InlineKeyboardButton(text="Назад к моим заявкам", callback_data=f"user_tickets:{status_filter}")])
+    return InlineKeyboardMarkup(inline_keyboard=rows)
+
+
+def user_comment_cancel(ticket_id: int, status_filter: str = "active") -> InlineKeyboardMarkup:
+    return InlineKeyboardMarkup(
+        inline_keyboard=[
+            [InlineKeyboardButton(text="Отмена", callback_data=f"user_comment_cancel:{ticket_id}:{status_filter}")]
+        ]
+    )
+
+
+def user_close_confirm(ticket_id: int, status_filter: str = "active") -> InlineKeyboardMarkup:
+    return InlineKeyboardMarkup(
+        inline_keyboard=[
+            [InlineKeyboardButton(text="✅ Да, закрыть заявку", callback_data=f"user_close_yes:{ticket_id}:{status_filter}")],
+            [InlineKeyboardButton(text="⬅️ Нет, оставить", callback_data=f"user_ticket:{ticket_id}:{status_filter}")],
+        ]
+    )
+
+
+def user_reply_kb(ticket_id: int) -> InlineKeyboardMarkup:
+    return InlineKeyboardMarkup(
+        inline_keyboard=[
+            [InlineKeyboardButton(text="💬 Ответить", callback_data=f"user_chat:{ticket_id}")]
+        ]
+    )
+
+
+def user_chat_controls() -> ReplyKeyboardMarkup:
+    return ReplyKeyboardMarkup(
+        keyboard=[[KeyboardButton(text="❌ Завершить чат")]],
+        resize_keyboard=True,
+    )
+
+
+def admin_reply_kb(ticket_id: int) -> InlineKeyboardMarkup:
+    return InlineKeyboardMarkup(
+        inline_keyboard=[
+            [InlineKeyboardButton(text="💬 Ответить", callback_data=f"admin:chat:{ticket_id}:open")]
+        ]
+    )
+
+
+# ----------------------------------------------------------------- admin side
+FILTER_TITLES = {
+    "open": "Открытые заявки",
+    "new": "Новые заявки",
+    "in_progress": "Заявки в работе",
+    "waiting": "Ожидают ответа",
+    "deferred": "Отложенные заявки",
+    "overdue": "Просроченные по SLA",
+    "mine": "Мои заявки",
+    "closed": "Архив (закрытые/отклонённые)",
+}
+
+
+def filter_title(list_filter: str) -> str:
+    return FILTER_TITLES.get(list_filter, "Заявки")
+
+
+def admin_dashboard(stats: dict[str, int]) -> InlineKeyboardMarkup:
+    def btn(text: str, key: str) -> InlineKeyboardButton:
+        return InlineKeyboardButton(text=text, callback_data=f"adm:list:{key}")
+
+    return InlineKeyboardMarkup(
+        inline_keyboard=[
+            [btn(f"📋 Все открытые · {stats['open']}", "open")],
+            [btn(f"🆕 Новые · {stats['new']}", "new"), btn(f"🛠 В работе · {stats['in_progress']}", "in_progress")],
+            [btn(f"⏳ Ожидание · {stats['waiting']}", "waiting"), btn(f"💤 Отложены · {stats['deferred']}", "deferred")],
+            [btn(f"🔴 Просрочены · {stats['overdue']}", "overdue"), btn("🙋 Мои", "mine")],
+            [
+                InlineKeyboardButton(text="🔎 Поиск по №", callback_data="adm:find"),
+                InlineKeyboardButton(text=f"🗄 Архив · {stats['closed']}", callback_data="adm:list:closed"),
+            ],
+        ]
+    )
+
+
+def open_tickets(tickets: list, list_filter: str, sla_minutes: int) -> InlineKeyboardMarkup:
+    rows = []
+    for ticket in tickets:
+        mark = " 🔴" if is_overdue(ticket, sla_minutes) else ""
+        rows.append(
+            [
+                InlineKeyboardButton(
+                    text=f"{priority_emoji(ticket['priority'])} #{ticket['id']} · {ticket['topic']} · {status_label(ticket['status'])}{mark}",
+                    callback_data=f"admin_ticket:{ticket['id']}:{list_filter}",
+                )
+            ]
+        )
+    rows.append([InlineKeyboardButton(text="⬅️ Дашборд", callback_data="adm:dash")])
+    return InlineKeyboardMarkup(inline_keyboard=rows)
+
+
+def priority_menu(ticket_id: int, list_filter: str) -> InlineKeyboardMarkup:
+    rows = [
+        [InlineKeyboardButton(text=label, callback_data=f"setprio:{ticket_id}:{level}")]
+        for level, label in PRIORITY_LABELS.items()
+    ]
+    rows.append([InlineKeyboardButton(text="⬅️ Назад", callback_data=f"admin_ticket:{ticket_id}:{list_filter}")])
+    return InlineKeyboardMarkup(inline_keyboard=rows)
+
+
+def assignee_menu(ticket_id: int, admins: list[tuple[int, str]], list_filter: str) -> InlineKeyboardMarkup:
+    rows = [
+        [InlineKeyboardButton(text=f"👤 {name}", callback_data=f"assignto:{ticket_id}:{admin_id}")]
+        for admin_id, name in admins
+    ]
+    rows.append([InlineKeyboardButton(text="⬅️ Назад", callback_data=f"admin_ticket:{ticket_id}:{list_filter}")])
+    return InlineKeyboardMarkup(inline_keyboard=rows)
+
+
+def back_to_ticket(ticket_id: int, list_filter: str) -> InlineKeyboardMarkup:
+    return InlineKeyboardMarkup(
+        inline_keyboard=[
+            [InlineKeyboardButton(text="⬅️ К заявке", callback_data=f"admin_ticket:{ticket_id}:{list_filter}")]
+        ]
+    )
+
+
+# Быстрые причины отложения заявки («быстрые ответы»).
+DEFER_REASONS = [
+    "Ожидаем запчасти / поставку",
+    "Согласуем время визита",
+    "Ждём ответ от поставщика / вендора",
+    "Ожидаем информацию от заявителя",
+    "Передано смежному отделу",
+]
+
+
+def defer_reasons_menu(ticket_id: int, list_filter: str) -> InlineKeyboardMarkup:
+    rows = [
+        [InlineKeyboardButton(text=reason, callback_data=f"defrsn:{ticket_id}:{index}:{list_filter}")]
+        for index, reason in enumerate(DEFER_REASONS)
+    ]
+    rows.append([InlineKeyboardButton(text="✏️ Своя причина", callback_data=f"defrsn:{ticket_id}:custom:{list_filter}")])
+    rows.append([InlineKeyboardButton(text="⬅️ Назад", callback_data=f"admin_ticket:{ticket_id}:{list_filter}")])
+    return InlineKeyboardMarkup(inline_keyboard=rows)
+
+
+def chat_session_kb(ticket_id: int, list_filter: str) -> InlineKeyboardMarkup:
+    return InlineKeyboardMarkup(
+        inline_keyboard=[
+            [InlineKeyboardButton(text="❌ Закрыть чат", callback_data=f"admin:chatend:{ticket_id}:{list_filter}")]
+        ]
+    )
+
+
+def admin_cancel(ticket_id: int, list_filter: str) -> InlineKeyboardMarkup:
+    return InlineKeyboardMarkup(
+        inline_keyboard=[
+            [InlineKeyboardButton(text="Отмена", callback_data=f"adm:back:{ticket_id}:{list_filter}")]
+        ]
+    )
+
+
+def ticket_actions(ticket, viewer_id: int, list_filter: str = "open", with_back: bool = False) -> InlineKeyboardMarkup:
+    ticket_id = ticket["id"]
+    status = ticket["status"]
+    is_holder = ticket["assignee_id"] == viewer_id
+
+    def cb(action: str) -> str:
+        return f"admin:{action}:{ticket_id}:{list_filter}"
+
+    rows: list[list[InlineKeyboardButton]] = []
+
+    if status in ("closed", "rejected"):
+        rows.append([InlineKeyboardButton(text="♻️ Переоткрыть", callback_data=cb("reopen"))])
+    else:
+        if status == "new":
+            rows.append([InlineKeyboardButton(text="▶️ Взять в работу", callback_data=cb("assign"))])
+        elif status in ("waiting", "deferred"):
+            rows.append([InlineKeyboardButton(text="▶️ Вернуть в работу", callback_data=cb("assign"))])
+        elif status == "in_progress" and not is_holder:
+            rows.append([InlineKeyboardButton(text="✋ Перехватить", callback_data=cb("assign"))])
+
+        action_row: list[InlineKeyboardButton] = []
+        if status != "new" and is_holder:
+            action_row.append(InlineKeyboardButton(text="✅ Закрыть", callback_data=cb("close")))
+        if status == "in_progress":
+            action_row.append(InlineKeyboardButton(text="⏳ В ожидание", callback_data=cb("wait")))
+        if status in ("new", "in_progress"):
+            action_row.append(InlineKeyboardButton(text="💤 Отложить", callback_data=cb("defer")))
+        for i in range(0, len(action_row), 2):
+            rows.append(action_row[i : i + 2])
+
+        rows.append(
+            [
+                InlineKeyboardButton(text="🎚 Приоритет", callback_data=cb("prio")),
+                InlineKeyboardButton(text="👥 Назначить", callback_data=cb("assignto")),
+            ]
+        )
+        rows.append(
+            [
+                InlineKeyboardButton(text="📝 Заметка", callback_data=cb("note")),
+                InlineKeyboardButton(text="💬 Чат", callback_data=cb("chat")),
+            ]
+        )
+        rows.append([InlineKeyboardButton(text="🚫 Отклонить", callback_data=cb("reject"))])
+
+    rows.append([InlineKeyboardButton(text="🕓 История", callback_data=cb("history"))])
+    if with_back:
+        rows.append([InlineKeyboardButton(text="⬅️ К списку", callback_data=f"adm:list:{list_filter}")])
+
+    return InlineKeyboardMarkup(inline_keyboard=rows)