feat: add intelligent support workflow

backend/apps/tickets/management/commands/import_support_evaluation_cases.py

@@ -0,0 +1,20 @@
+from django.core.management.base import BaseCommand, CommandError
+
+from apps.tickets.support_evaluation import (
+    SupportEvaluationError,
+    import_support_evaluation_cases,
+)
+
+
+class Command(BaseCommand):
+    help = "导入阶段 3 支持分析脱敏评估案例"
+
+    def add_arguments(self, parser):
+        parser.add_argument("path")
+
+    def handle(self, *args, **options):
+        try:
+            created, updated = import_support_evaluation_cases(options["path"])
+        except (SupportEvaluationError, OSError, ValueError) as error:
+            raise CommandError(str(error)) from error
+        self.stdout.write(self.style.SUCCESS(f"案例导入完成：新增 {created}，更新 {updated}"))

backend/apps/tickets/management/commands/record_support_evaluation.py

@@ -0,0 +1,39 @@
+from django.core.management.base import BaseCommand, CommandError
+
+from apps.tickets.models import SupportEvaluationCase, TicketSupportAnalysis
+from apps.tickets.support_evaluation import (
+    SupportEvaluationError,
+    record_support_evaluation_result,
+)
+
+
+class Command(BaseCommand):
+    help = "将一次真实支持分析结果与阶段 3 脱敏案例基准进行比对"
+
+    def add_arguments(self, parser):
+        parser.add_argument("--case", required=True, dest="case_key")
+        parser.add_argument("--analysis", required=True, type=int, dest="analysis_id")
+
+    def handle(self, *args, **options):
+        case = SupportEvaluationCase.objects.filter(
+            key=options["case_key"],
+            enabled=True,
+        ).first()
+        if case is None:
+            raise CommandError("评估案例不存在或已停用")
+        analysis = TicketSupportAnalysis.objects.select_related("run").filter(
+            id=options["analysis_id"]
+        ).first()
+        if analysis is None:
+            raise CommandError("支持分析记录不存在")
+        try:
+            result = record_support_evaluation_result(case, analysis)
+        except SupportEvaluationError as error:
+            raise CommandError(str(error)) from error
+        self.stdout.write(
+            self.style.SUCCESS(
+                f"评估完成：passed={result.passed}，"
+                f"solution_matched={result.matched_expected_solution}，"
+                f"auto_resolved={result.actual_auto_resolved}"
+            )
+        )

backend/apps/tickets/management/commands/report_stage3_acceptance.py

@@ -0,0 +1,67 @@
+import json
+from pathlib import Path
+
+from django.core.management.base import BaseCommand, CommandError
+
+from apps.tickets.support_evaluation import build_stage_3_acceptance_report
+
+
+class Command(BaseCommand):
+    help = "生成阶段 3 支持分析验收报告，并可用于 CI 阻断未满足的退出条件"
+
+    def add_arguments(self, parser):
+        parser.add_argument(
+            "--include-synthetic",
+            action="store_true",
+            help="包含合成案例，仅用于诊断评估框架，永不判定阶段可退出",
+        )
+        parser.add_argument(
+            "--format",
+            choices=["text", "json"],
+            default="text",
+            dest="output_format",
+        )
+        parser.add_argument("--output", help="可选 JSON 报告输出路径")
+        parser.add_argument(
+            "--fail-on-not-ready",
+            action="store_true",
+            help="阶段未满足退出条件时返回非零退出码",
+        )
+
+    def handle(self, *args, **options):
+        report = build_stage_3_acceptance_report(
+            include_synthetic=options["include_synthetic"]
+        )
+        report_json = json.dumps(report, ensure_ascii=False, indent=2)
+        output_path = options.get("output")
+        if output_path:
+            path = Path(output_path)
+            path.parent.mkdir(parents=True, exist_ok=True)
+            path.write_text(f"{report_json}\n", encoding="utf-8")
+
+        if options["output_format"] == "json":
+            self.stdout.write(report_json)
+        else:
+            metrics = report["metrics"]["evaluation"]
+            self.stdout.write(
+                f"阶段 3 验收状态：{report['status']}；"
+                f"案例覆盖 {metrics['reviewed_case_count']}/{metrics['enabled_case_count']}；"
+                f"方案匹配率 {_percentage(metrics['solution_match_rate'])}；"
+                f"符合条件自动解决率 "
+                f"{_percentage(metrics['eligible_auto_resolve_rate'])}；"
+                f"错误自动复用率 "
+                f"{_percentage(metrics['incorrect_auto_reuse_rate'])}；"
+                f"人工降级准确率 "
+                f"{_percentage(metrics['manual_fallback_accuracy'])}"
+            )
+            for reason in report["reasons"]:
+                self.stdout.write(self.style.WARNING(f"- {reason['message']}"))
+            if output_path:
+                self.stdout.write(f"JSON 报告：{Path(output_path).resolve()}")
+
+        if options["fail_on_not_ready"] and not report["exit_ready"]:
+            raise CommandError(f"阶段 3 尚不可退出：{report['status']}")
+
+
+def _percentage(value) -> str:
+    return f"{value * 100:.1f}%" if value is not None else "无证据"