工单状态变更

可监听工单状态和阶段变更事件。需使用订阅接口订阅：事件订阅。

Note 如果你需要监听工单的阶段变更，可以使用该事件。例如，使用该事件监听工单阶段由机器人变更为人工。

事件

项目	值
事件类型	helpdesk.ticket.updated_v1
支持的应用类型	custom
权限要求订阅该事件所需的权限，开启其中任意一项权限即可订阅	`helpdesk:all:readonly` 获取服务台资源详情
字段权限要求	> Tip: 该接口返回体中存在下列敏感字段，仅当开启对应的权限后才会返回；如果无需获取这些字段，则不建议申请 `contact:user.employee_id:readonly` 获取用户 user ID
推送方式	`Webhook`

事件体

名称	类型	描述
`schema`	`string`	事件模式
`header`	`event_header`	事件头
└ `event_id`	`string`	事件 ID
└ `event_type`	`string`	事件类型
└ `create_time`	`string`	事件创建时间戳（单位：毫秒）
└ `token`	`string`	事件 Token
└ `app_id`	`string`	应用 ID
└ `tenant_key`	`string`	租户 Key
`event`	`\-`	-
└ `object`	`ticket_event`	ticket after update
└ `ticket_id`	`string`	工单ID 可以从工单列表里面取也可以订阅工单创建事件获取
└ `helpdesk_id`	`string`	服务台id
└ `guest`	`ticket_user_event`	用户id
└ `id`	`user_id`	id
└ `union_id`	`string`	用户的 union id
└ `user_id`	`string`	用户的 user id 字段权限要求： `contact:user.employee_id:readonly` 获取用户 user ID
└ `open_id`	`string`	用户的 open id
└ `name`	`string`	名称
└ `stage`	`int`	工单阶段：1. 机器人 2. 人工
└ `status`	`int`	工单状态，1：已创建 2: 处理中 3: 排队中 4：待定 5：待用户响应 50: 被机器人关闭 51: 被客服关闭 52: 用户自己关闭
└ `score`	`int`	工单评分，1：不满意，2:一般，3:满意
└ `created_at`	`int`	创建时间
└ `updated_at`	`int`	工单更新时间，没有值时为-1
└ `closed_at`	`int`	关单时间
└ `channel`	`int`	工单渠道，描述：9：Open API 2：二维码 14：分享 13：搜索其他数字：其他渠道
└ `solve`	`int`	工单是否解决 1:没解决 2:已解决
└ `customized_fields`	`customized_field_display_item\[\]`	自定义字段注意：该事件不会返回该值，你可以获取 ticket_id 后调用查询指定工单详情接口查询自定义字段信息。
└ `id`	`string`	自定义字段ID
└ `value`	`string`	自定义字段值
└ `key_name`	`string`	键名
└ `display_name`	`string`	展示名称
└ `position`	`int`	展示位置
└ `required`	`boolean`	是否必填
└ `editable`	`boolean`	是否可修改
└ `chat_id`	`string`	oc_xxxxxxx
└ `old_object`	`ticket_event_update_info`	ticket before update, only has updated fields
└ `stage`	`int`	ticket stage
└ `status`	`int`	ticket status
└ `updated_at`	`int`	ticket update time

事件体示例

json

{
    "schema": "2.0",
    "header": {
        "event_id": "5e3702a84e847582be8db7fb73283c02",
        "event_type": "helpdesk.ticket.updated_v1",
        "create_time": "1608725989000",
        "token": "rvaYgkND1GOiu5MM0E1rncYC6PLtF7JV",
        "app_id": "cli_9f5343c580712544",
        "tenant_key": "2ca1d211f64f6438"
    },
    "event": {
        "object": {
            "ticket_id": "6626871355780366331",
            "helpdesk_id": "6626871355780366330",
            "guest": {
                "id": {
                    "union_id": "on_8ed6aa67826108097d9ee143816345",
                    "user_id": "e33ggbyz",
                    "open_id": "ou_84aad35d084aa403a838cf73ee18467"
                },
                "name": "abc"
            },
            "stage": 1,
            "status": 1,
            "score": 1,
            "created_at": 1616920429000,
            "updated_at": 1616920429000,
            "closed_at": 1616920429000,
            "channel": 0,
            "solve": 1,
            "customized_fields": [
                {
                    "id": "123",
                    "value": "value",
                    "key_name": "key",
                    "display_name": "display name",
                    "position": 1,
                    "required": true,
                    "editable": true
                }
            ],
            "chat_id": "oc_xxxxxxx"
        },
        "old_object": {
            "stage": 1,
            "status": 50,
            "updated_at": 1616920429000
        }
    }
}

事件订阅示例代码

事件订阅流程可参考：事件订阅概述，新手入门可参考：教程

订阅方式

长连接方式（推荐）：无需发布到公网地址，在本地开发环境中即可接收事件回调，且无需处理加解密逻辑。发送至开发者服务器：需要提供服务器公网地址。

package main

import (
	"context"
	"fmt"

	larkcore "github.com/larksuite/oapi-sdk-go/v3/core"
	larkevent "github.com/larksuite/oapi-sdk-go/v3/event"
	"github.com/larksuite/oapi-sdk-go/v3/event/dispatcher"
	"github.com/larksuite/oapi-sdk-go/v3/service/helpdesk/v1"
	larkws "github.com/larksuite/oapi-sdk-go/v3/ws"
)

// SDK 使用说明 SDK user guide：https://open.feishu.cn/document/uAjLw4CM/ukTMukTMukTM/server-side-sdk/golang-sdk-guide/preparations
func main() {
	// 注册事件 Register event
	eventHandler := dispatcher.NewEventDispatcher("", "").
		OnP2TicketUpdatedV1(func(ctx context.Context, event *larkhelpdesk.P2TicketUpdatedV1) error {
			fmt.Printf("[ OnP2TicketUpdatedV1 access ], data: %s\n", larkcore.Prettify(event))
			return nil
		})

	// 构建 client Build client
	cli := larkws.NewClient("YOUR_APP_ID", "YOUR_APP_SECRET",
		larkws.WithEventHandler(eventHandler),
		larkws.WithLogLevel(larkcore.LogLevelDebug),
	)

	// 建立长连接 Establish persistent connection
	err := cli.Start(context.Background())

	if err != nil {
		panic(err)
	}
}

# SDK 使用说明 SDK user guide：https://open.feishu.cn/document/uAjLw4CM/ukTMukTMukTM/server-side-sdk/python--sdk/preparations-before-development
import lark_oapi as lark


def do_p2_helpdesk_ticket_updated_v1(data: lark.helpdesk.v1.P2HelpdeskTicketUpdatedV1) -> None:
    print(f'[ do_p2_helpdesk_ticket_updated_v1 access ], data: {lark.JSON.marshal(data, indent=4)}')

# 注册事件 Register event
event_handler = lark.EventDispatcherHandler.builder("", "") \
    .register_p2_helpdesk_ticket_updated_v1(do_p2_helpdesk_ticket_updated_v1) \
    .build()


def main():
    # 构建 client Build client
    cli = lark.ws.Client("APP_ID", "APP_SECRET",
                        event_handler=event_handler, log_level=lark.LogLevel.DEBUG)
    # 建立长连接 Establish persistent connection
    cli.start()

if __name__ == "__main__":
    main()

package com.example.sample;

import com.lark.oapi.core.utils.Jsons;
import com.lark.oapi.service.helpdesk.HelpdeskService;
import com.lark.oapi.service.helpdesk.v1.model.P2TicketUpdatedV1;
import com.lark.oapi.event.EventDispatcher;
import com.lark.oapi.ws.Client;

// SDK 使用说明 SDK user guide：https://open.feishu.cn/document/uAjLw4CM/ukTMukTMukTM/server-side-sdk/java-sdk-guide/preparations
public class Sample {
    // 注册事件 Register event
    private static final EventDispatcher EVENT_HANDLER = EventDispatcher.newBuilder("", "")
            .onP2TicketUpdatedV1(new HelpdeskService.P2TicketUpdatedV1Handler() {
                @Override
                public void handle(P2TicketUpdatedV1 event) throws Exception {
                    System.out.printf("[ onP2TicketUpdatedV1 access ], data: %s\n", Jsons.DEFAULT.toJson(event.getEvent()));
                }
            })
            .build();

    public static void main(String[] args) {
        // 构建 client Build client
        Client client = new Client.Builder("APP_ID", "APP_SECRET")
                .eventHandler(EVENT_HANDLER)
                .build();
        // 建立长连接 Establish persistent connection
        client.start();
    }
}

// SDK 使用说明 SDK user guide：https://open.feishu.cn/document/uAjLw4CM/ukTMukTMukTM/server-side-sdk/nodejs-sdk/preparation-before-development
import * as Lark from '@larksuiteoapi/node-sdk';
const baseConfig = {
    appId: 'APP_ID',
    appSecret: 'APP_SECRET'
}
// 构建 client Build client
const wsClient = new Lark.WSClient(baseConfig);
// 建立长连接 Establish persistent connection
wsClient.start({
    // 注册事件 Register event
    eventDispatcher: new Lark.EventDispatcher({}).register({
        'helpdesk.ticket.updated_v1': async (data) => {
            console.log(data);
        }
    })
});

package main

import (
	"context"
	"fmt"
	"net/http"

	larkcore "github.com/larksuite/oapi-sdk-go/v3/core"
	"github.com/larksuite/oapi-sdk-go/v3/core/httpserverext"
	larkevent "github.com/larksuite/oapi-sdk-go/v3/event"
	"github.com/larksuite/oapi-sdk-go/v3/event/dispatcher"
	"github.com/larksuite/oapi-sdk-go/v3/service/helpdesk/v1"
)

// SDK 使用说明 SDK user guide：https://open.feishu.cn/document/uAjLw4CM/ukTMukTMukTM/server-side-sdk/golang-sdk-guide/preparations
func main() {
	// 注册事件 Register event
	eventHandler := dispatcher.NewEventDispatcher("", "").
		OnP2TicketUpdatedV1(func(ctx context.Context, event *larkhelpdesk.P2TicketUpdatedV1) error {
			fmt.Printf("[ OnP2TicketUpdatedV1 access ], data: %s\n", larkcore.Prettify(event))
			return nil
		})

	// 创建路由处理器 Create route handler
	http.HandleFunc("/webhook/event", httpserverext.NewEventHandlerFunc(handler, larkevent.WithLogLevel(larkcore.LogLevelDebug)))

	err := http.ListenAndServe(":7777", nil)

	if err != nil {
		panic(err)
	}
}

# SDK 使用说明 SDK user guide：https://open.feishu.cn/document/uAjLw4CM/ukTMukTMukTM/server-side-sdk/python--sdk/preparations-before-development
from flask import Flask
from lark_oapi.adapter.flask import *
import lark_oapi as lark

app = Flask(__name__)


def do_p2_helpdesk_ticket_updated_v1(data: lark.helpdesk.v1.P2HelpdeskTicketUpdatedV1) -> None:
    print(f'[ do_p2_helpdesk_ticket_updated_v1 access ], data: {lark.JSON.marshal(data, indent=4)}')

# 注册事件 Register event
event_handler = lark.EventDispatcherHandler.builder("", "") \
    .register_p2_helpdesk_ticket_updated_v1(do_p2_helpdesk_ticket_updated_v1) \
    .build()


# 创建路由处理器 Create route handler
@app.route("/webhook/event", methods=["POST"])
def event():
    resp = event_handler.do(parse_req())
    return parse_resp(resp)

if __name__ == "__main__":
    app.run(port=7777)

package com.lark.oapi.sample.event;

import com.lark.oapi.core.utils.Jsons;
import com.lark.oapi.service.helpdesk.HelpdeskService;
import com.lark.oapi.service.helpdesk.v1.model.P2TicketUpdatedV1;
import com.lark.oapi.sdk.servlet.ext.ServletAdapter;
import org.springframework.beans.factory.annotation.Autowired;
import org.springframework.web.bind.annotation.RequestMapping;
import org.springframework.web.bind.annotation.RestController;

import javax.servlet.http.HttpServletRequest;
import javax.servlet.http.HttpServletResponse;

// SDK 使用说明 SDK user guide：https://open.feishu.cn/document/uAjLw4CM/ukTMukTMukTM/server-side-sdk/java-sdk-guide/preparations
@RestController
public class EventController {

    // 注册事件 Register event
    private static final EventDispatcher EVENT_HANDLER = EventDispatcher.newBuilder("verificationToken", "encryptKey")
            .onP2TicketUpdatedV1(new HelpdeskService.P2TicketUpdatedV1Handler() {
                @Override
                public void handle(P2TicketUpdatedV1 event) throws Exception {
                    System.out.printf("[ onP2TicketUpdatedV1 access ], data: %s\n", Jsons.DEFAULT.toJson(event.getEvent()));
                }
            })
            .build();

    // 注入 ServletAdapter 实例 Inject ServletAdapter instance
    @Autowired
    private ServletAdapter servletAdapter;

    // 创建路由处理器 Create route handler
    @RequestMapping("/webhook/event")
    public void event(HttpServletRequest request, HttpServletResponse response)
            throws Throwable {
        // 回调扩展包提供的事件回调处理器 Callback handler provided by the extension package
        servletAdapter.handleEvent(request, response, EVENT_DISPATCHER);
    }
}

// SDK 使用说明 SDK user guide：https://open.feishu.cn/document/uAjLw4CM/ukTMukTMukTM/server-side-sdk/nodejs-sdk/preparation-before-development
import http from 'http';
import * as lark from '@larksuiteoapi/node-sdk';

// 注册事件 Register event
const eventDispatcher = new lark.EventDispatcher({
    encryptKey: '',
    verificationToken: '',
}).register({
    'helpdesk.ticket.updated_v1': async (data) => {
        console.log(data);
        return 'success';
    },
});

const server = http.createServer();
// 创建路由处理器 Create route handler
server.on('request', lark.adaptDefault('/webhook/event', eventDispatcher));
server.listen(3000);

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