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feat: add intelligent support workflow

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hailin
2026-07-27 19:00:35 +08:00
parent 93065c0a00
commit 1a49ce4eae
38 changed files with 5644 additions and 33 deletions
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113
backend/apps/tickets/migrations/0015_support_evaluation.py Normal file
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import django.db.models.deletion
from django.conf import settings
from django.db import migrations, models
class Migration(migrations.Migration):
dependencies = [
migrations.swappable_dependency(settings.AUTH_USER_MODEL),
("tickets", "0014_customerreplytask_channel_approval"),
]
operations = [
migrations.CreateModel(
name="SupportEvaluationCase",
fields=[
(
"id",
models.BigAutoField(
auto_created=True,
primary_key=True,
serialize=False,
verbose_name="ID",
),
),
("key", models.SlugField(max_length=120, unique=True)),
("name", models.CharField(max_length=200)),
("source_kind", models.CharField(default="synthetic", max_length=32)),
("input_manifest", models.JSONField(default=dict)),
("expected_solution_ids", models.JSONField(default=list)),
("expected_auto_resolve", models.BooleanField(default=False)),
("expected_manual_fallback", models.BooleanField(default=True)),
("notes", models.TextField(blank=True)),
("enabled", models.BooleanField(default=True)),
("created_at", models.DateTimeField(auto_now_add=True)),
("updated_at", models.DateTimeField(auto_now=True)),
],
options={
"ordering": ["key"],
"indexes": [
models.Index(
fields=["source_kind", "enabled"],
name="tickets_sup_source__864444_idx",
)
],
},
),
migrations.CreateModel(
name="SupportEvaluationResult",
fields=[
(
"id",
models.BigAutoField(
auto_created=True,
primary_key=True,
serialize=False,
verbose_name="ID",
),
),
("actual_candidate_solution_ids", models.JSONField(default=list)),
("actual_citation_ranks", models.JSONField(default=list)),
("matched_expected_solution", models.BooleanField(default=False)),
("actual_auto_resolved", models.BooleanField(default=False)),
("actual_manual_fallback", models.BooleanField(default=False)),
("incorrect_auto_reuse", models.BooleanField(default=False)),
("citations_valid", models.BooleanField(default=False)),
("passed", models.BooleanField(default=False)),
("details", models.JSONField(blank=True, default=dict)),
("created_at", models.DateTimeField(auto_now_add=True)),
("updated_at", models.DateTimeField(auto_now=True)),
(
"analysis",
models.ForeignKey(
on_delete=django.db.models.deletion.CASCADE,
related_name="evaluation_results",
to="tickets.ticketsupportanalysis",
),
),
(
"case",
models.ForeignKey(
on_delete=django.db.models.deletion.PROTECT,
related_name="results",
to="tickets.supportevaluationcase",
),
),
(
"reviewed_by",
models.ForeignKey(
blank=True,
null=True,
on_delete=django.db.models.deletion.SET_NULL,
related_name="reviewed_support_evaluations",
to=settings.AUTH_USER_MODEL,
),
),
],
options={
"ordering": ["-updated_at"],
"indexes": [
models.Index(
fields=["case", "updated_at"],
name="tickets_sup_case_id_1fef4b_idx",
)
],
"constraints": [
models.UniqueConstraint(
fields=("case", "analysis"),
name="unique_support_case_analysis_result",
)
],
},
),
]