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🗣 Wd提问: 程序PHP工单系统

🤖 Ai回答:
PHP工单系统设计

下面是一个基于PHP的工单系统设计方案，包含核心功能和实现代码。

系统架构

工单系统/
├── config/ 配置文件
├── core/ 核心类库
├── models/ 数据模型
├── controllers/ 控制器
├── views/ 视图模板
├── public/ 公共资源
│ ├── css/
│ ├── js/
│ └── images/
├── includes/ 包含文件
├── logs/ 日志文件
└── uploads/ 附件上传目录

核心功能模块

1、用户管理
用户注册/登录
角色权限管理（管理员、技术员、普通用户）
用户资料管理

2、工单管理
创建工单
工单分类与优先级
工单状态跟踪（待处理、处理中、已解决、已关闭）
工单分配与转派
工单搜索与筛选

3、沟通系统
内部消息
工单评论
通知系统

4、报表统计
工单处理时间统计
技术员工作量统计
工单分类统计

数据库设计

sql
用户表
CREATE TABLE users (
id INT AUTO_INCREMENT PRIMARY KEY,
username VARCHAR(50) NOT NULL UNIQUE,
password VARCHAR(255) NOT NULL,
email VARCHAR(100) NOT NULL UNIQUE,
full_name VARCHAR(100) NOT NULL,
role ENUM('admin', 'technician', 'user') NOT NULL DEFAULT 'user',
department VARCHAR(50),
created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
updated_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP ON UPDATE CURRENT_TIMESTAMP
);

工单表
CREATE TABLE tickets (
id INT AUTO_INCREMENT PRIMARY KEY,
title VARCHAR(255) NOT NULL,
description TEXT NOT NULL,
status ENUM('open', 'in_progress', 'resolved', 'closed') NOT NULL DEFAULT 'open',
priority ENUM('low', 'medium', 'high', 'urgent') NOT NULL DEFAULT 'medium',
category_id INT,
user_id INT NOT NULL,
assigned_to INT,
created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
updated_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP ON UPDATE CURRENT_TIMESTAMP,
closed_at TIMESTAMP NULL,
FOREIGN KEY (user_id) REFERENCES users(id),
FOREIGN KEY (assigned_to) REFERENCES users(id),
FOREIGN KEY (category_id) REFERENCES categories(id)
);

工单分类表
CREATE TABLE categories (
id INT AUTO_INCREMENT PRIMARY KEY,
name VARCHAR(50) NOT NULL,
description TEXT,
created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP
);

工单评论表
CREATE TABLE ticket_comments (
id INT AUTO_INCREMENT PRIMARY KEY,
ticket_id INT NOT NULL,
user_id INT NOT NULL,
comment TEXT NOT NULL,
created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
FOREIGN KEY (ticket_id) REFERENCES tickets(id),
FOREIGN KEY (user_id) REFERENCES users(id)
);

工单附件表
CREATE TABLE ticket_attachments (
id INT AUTO_INCREMENT PRIMARY KEY,
ticket_id INT NOT NULL,
user_id INT NOT NULL,
file_name VARCHAR(255) NOT NULL,
file_path VARCHAR(255) NOT NULL,
uploaded_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
FOREIGN KEY (ticket_id) REFERENCES tickets(id),
FOREIGN KEY (user_id) REFERENCES users(id)
);

核心代码实现

1、配置文件 (config/config.php)

php
<?php
// 数据库配置
define('DB_HOST', 'localhost');
define('DB_NAME', 'ticket_system');
define('DB_USER', 'root');
define('DB_PASS', '');

// 系统配置
define('SITE_NAME', '工单管理系统');
define('SITE_URL', 'http://localhost/ticket_system');
define('UPLOAD_DIR', __DIR__ 、'/../uploads/');

// 时区设置
date_default_timezone_set('Asia/Shanghai');

// 错误报告
error_reporting(E_ALL);
ini_set('display_errors', 1);

2、数据库连接 (core/Database.php)

php
<?php
class Database {
private static $instance = null;
private $connection;

private function __construct() {
try {
$this-connection = new PDO(
mysql:host= 、DB_HOST 、;dbname= 、DB_NAME,
DB_USER,
DB_PASS,
array(PDO::ATTR_ERRMODE = PDO::ERRMODE_EXCEPTION)
);
} catch (PDOException $e) {
die(数据库连接失败: 、$e-getMessage());
}
}

public static function getInstance() {
if (!self::$instance) {
self::$instance = new Database();
}
return self::$instance;
}

public function getConnection() {
return $this-connection;
}
}

3、用户模型 (models/User.php)

php
<?php
class User {
private $db;

public function __construct() {
$this-db = Database::getInstance()-getConnection();
}

// 用户注册
public function register($data) {
$hashedPassword = password_hash($data['password'], PASSWORD_DEFAULT);

$stmt = $this-db-prepare(INSERT INTO users (username, password, email, full_name, role, department)
VALUES (:username, :password, :email, :full_name, :role, :department));

$stmt-bindParam(':username', $data['username']);
$stmt-bindParam(':password', $hashedPassword);
$stmt-bindParam(':email', $data['email']);
$stmt-bindParam(':full_name', $data['full_name']);
$stmt-bindParam(':role', $data['role']);
$stmt-bindParam(':department', $data['department']);

return $stmt-execute();
}

// 用户登录
public function login($username, $password) {
$stmt = $this-db-prepare(SELECT * FROM users WHERE username = :username);
$stmt-bindParam(':username', $username);
$stmt-execute();

$user = $stmt-fetch(PDO::FETCH_ASSOC);

if ($user && password_verify($password, $user['password'])) {
return $user;
}

return false;
}

// 获取用户信息
public function getUserById($id) {
$stmt = $this-db-prepare(SELECT * FROM users WHERE id = :id);
$stmt-bindParam(':id', $id);
$stmt-execute();

return $stmt-fetch(PDO::FETCH_ASSOC);
}

// 获取所有用户
public function getAllUsers() {
$stmt = $this-db-query(SELECT id, username, email, full_name, role, department FROM users);
return $stmt-fetchAll(PDO::FETCH_ASSOC);
}
}

4、工单模型 (models/Ticket.php)

php
<?php
class Ticket {
private $db;

public function __construct() {
$this-db = Database::getInstance()-getConnection();
}

// 创建工单
public function createTicket($data) {
$stmt = $this-db-prepare(INSERT INTO tickets (title, description, status, priority, category_id, user_id)
VALUES (:title, :description, :status, :priority, :category_id, :user_id));

$stmt-bindParam(':title', $data['title']);
$stmt-bindParam(':description', $data['description']);
$stmt-bindParam(':status', $data['status']);
$stmt-bindParam(':priority', $data['priority']);
$stmt-bindParam(':category_id', $data['category_id']);
$stmt-bindParam(':user_id', $data['user_id']);

return $stmt-execute();
}

// 获取工单详情
public function getTicketById($id) {
$stmt = $this-db-prepare(SELECT t.*, u.full_name as user_name,
a.full_name as assigned_to_name,
c.name as category_name
FROM tickets t
LEFT JOIN users u ON t.user_id = u.id
LEFT JOIN users a ON t.assigned_to = a.id
LEFT JOIN categories c ON t.category_id = c.id
WHERE t.id = :id);
$stmt-bindParam(':id', $id);
$stmt-execute();

return $stmt-fetch(PDO::FETCH_ASSOC);
}

// 获取所有工单
public function getAllTickets($limit = 20, $offset = 0) {
$stmt = $this-db-prepare(SELECT t.*, u.full_name as user_name,
a.full_name as assigned_to_name,
c.name as category_name
FROM tickets t
LEFT JOIN users u ON t.user_id = u.id
LEFT JOIN users a ON t.assigned_to = a.id
LEFT JOIN categories c ON t.category_id = c.id
ORDER BY t.created_at DESC
LIMIT :limit OFFSET :offset);
$stmt-bindParam(':limit', $limit, PDO::PARAM_INT);
$stmt-bindParam(':offset', $offset, PDO::

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