feat: add intelligent support workflow
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hailin
279
backend/apps/tickets/replies.py
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279
backend/apps/tickets/replies.py
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"""客户回复草稿的修订、渠道批准与送达确认领域服务。"""
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from django.db import transaction
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from django.utils import timezone
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from apps.audit.models import OperationAuditLog
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from apps.tickets.models import (
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CustomerReplyRevision,
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CustomerReplyTask,
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Ticket,
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TicketActorSource,
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TicketSupportAnalysis,
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)
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from apps.workitems.services import sync_customer_reply_work_item
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class CustomerReplyError(ValueError):
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pass
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def _normalized_reply(value: str) -> str:
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normalized = value.strip()
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if not normalized:
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raise CustomerReplyError("客户回复内容不能为空")
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if len(normalized) > 10000:
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raise CustomerReplyError("客户回复内容不能超过 10000 个字符")
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return normalized
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@transaction.atomic
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def ensure_customer_reply_task(
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analysis: TicketSupportAnalysis,
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draft_text: str,
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) -> CustomerReplyTask | None:
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"""为可信分析创建或复用客户回复任务，并冻结初始建议版本。"""
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normalized = draft_text.strip()
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if not normalized:
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return None
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analysis = (
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TicketSupportAnalysis.objects.select_for_update()
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.select_related("ticket", "run", "created_by")
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.get(id=analysis.id)
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)
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task = (
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CustomerReplyTask.objects.select_for_update()
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.filter(ticket=analysis.ticket, status__in=["draft", "approved"])
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.first()
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)
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if task is None:
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task = CustomerReplyTask.objects.create(
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ticket=analysis.ticket,
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support_analysis=analysis,
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draft_text=normalized,
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final_text=normalized,
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created_by=analysis.created_by,
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)
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CustomerReplyRevision.objects.create(
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task=task,
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version=1,
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content=normalized,
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source=TicketActorSource.AGENT,
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)
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elif task.status == "draft":
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has_human_edit = task.revisions.filter(source=TicketActorSource.HUMAN).exists()
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task.support_analysis = analysis
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task.draft_text = normalized
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update_fields = ["support_analysis", "draft_text", "updated_at"]
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if not has_human_edit and task.final_text != normalized:
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task.revision += 1
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task.final_text = normalized
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update_fields.extend(["revision", "final_text"])
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CustomerReplyRevision.objects.create(
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task=task,
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version=task.revision,
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content=normalized,
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source=TicketActorSource.AGENT,
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)
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task.save(update_fields=update_fields)
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else:
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sync_customer_reply_work_item(task, actor=analysis.created_by)
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return task
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sync_customer_reply_work_item(task, actor=analysis.created_by)
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analysis.ticket.events.create(
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event_type="customer_reply_draft_created",
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to_value={
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"reply_task_id": task.id,
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"revision": task.revision,
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"support_analysis_id": analysis.id,
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},
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operator=analysis.created_by,
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source=TicketActorSource.AGENT,
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agent_run_id=analysis.run_id,
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)
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return task
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@transaction.atomic
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def update_customer_reply(
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task: CustomerReplyTask,
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final_text: str,
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*,
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expected_revision: int,
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actor,
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) -> CustomerReplyTask:
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"""使用乐观版本号修订回复，已批准或已发送版本不可被静默覆盖。"""
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task = (
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CustomerReplyTask.objects.select_for_update()
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.select_related("ticket", "support_analysis")
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.get(id=task.id)
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)
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if task.status != "draft":
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raise CustomerReplyError("已确认渠道发送、已发送或已取消的回复不能再编辑")
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if task.revision != expected_revision:
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raise CustomerReplyError("回复草稿已被更新，请刷新后重试")
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normalized = _normalized_reply(final_text)
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if normalized == task.final_text:
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return task
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task.revision += 1
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task.final_text = normalized
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task.updated_by = actor
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task.save(update_fields=["revision", "final_text", "updated_by", "updated_at"])
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CustomerReplyRevision.objects.create(
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task=task,
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version=task.revision,
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content=normalized,
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source=TicketActorSource.HUMAN,
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edited_by=actor,
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)
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sync_customer_reply_work_item(task, actor=actor)
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task.ticket.events.create(
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event_type="customer_reply_edited",
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to_value={"reply_task_id": task.id, "revision": task.revision},
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operator=actor,
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source=TicketActorSource.HUMAN,
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agent_run_id=(
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task.support_analysis.run_id if task.support_analysis_id else None
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),
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)
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OperationAuditLog.objects.create(
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user=actor,
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module="tickets",
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action="customer_reply_edited",
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target_type="customer_reply_task",
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target_id=str(task.id),
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request_snapshot={"ticket_id": task.ticket_id, "revision": task.revision},
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result="success",
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)
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return task
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@transaction.atomic
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def approve_customer_reply_for_channel(
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task: CustomerReplyTask,
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*,
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expected_revision: int,
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actor,
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channel_endpoint_id: int,
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external_conversation_id: str,
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) -> CustomerReplyTask:
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"""批准指定回复版本进入唯一渠道会话，不在此函数直接发送消息。"""
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task = (
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CustomerReplyTask.objects.select_for_update()
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.select_related("ticket", "support_analysis")
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.get(id=task.id)
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)
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if task.status == "approved":
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if task.revision != expected_revision:
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raise CustomerReplyError("回复版本与已确认版本不一致")
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return task
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if task.status != "draft":
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raise CustomerReplyError("只有待确认回复可以进入渠道发送")
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if task.revision != expected_revision:
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raise CustomerReplyError("回复草稿已被更新，请刷新后重试")
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_normalized_reply(task.final_text)
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now = timezone.now()
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task.status = "approved"
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task.approved_by = actor
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task.approved_at = now
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task.save(
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update_fields=["status", "approved_by", "approved_at", "updated_at"]
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)
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sync_customer_reply_work_item(task, actor=actor)
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task.ticket.events.create(
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event_type="customer_reply_channel_approved",
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to_value={
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"reply_task_id": task.id,
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"revision": task.revision,
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"channel_endpoint_id": channel_endpoint_id,
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"external_conversation_id": external_conversation_id,
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"approved_at": now.isoformat(),
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},
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operator=actor,
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source=TicketActorSource.HUMAN,
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agent_run_id=(
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task.support_analysis.run_id if task.support_analysis_id else None
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),
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)
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OperationAuditLog.objects.create(
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user=actor,
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module="tickets",
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action="customer_reply_channel_approved",
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target_type="customer_reply_task",
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target_id=str(task.id),
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request_snapshot={
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"ticket_id": task.ticket_id,
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"revision": task.revision,
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"channel_endpoint_id": channel_endpoint_id,
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"external_conversation_id": external_conversation_id,
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},
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result="success",
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)
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return task
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@transaction.atomic
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def confirm_customer_reply_sent(
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task: CustomerReplyTask,
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*,
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expected_revision: int,
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actor,
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source: str = TicketActorSource.HUMAN,
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channel_message_public_id: str = "",
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) -> CustomerReplyTask:
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"""仅在人工确认或渠道明确送达后标记回复完成并记录审计。"""
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task = (
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CustomerReplyTask.objects.select_for_update()
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.select_related("ticket", "support_analysis")
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.get(id=task.id)
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)
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if task.status == "sent":
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return task
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if task.status not in {"draft", "approved"}:
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raise CustomerReplyError("已取消的回复不能确认发送")
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if task.revision != expected_revision:
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raise CustomerReplyError("回复草稿已被更新，请刷新后重试")
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_normalized_reply(task.final_text)
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now = timezone.now()
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task.status = "sent"
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task.sent_by = actor
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task.sent_at = now
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task.save(update_fields=["status", "sent_by", "sent_at", "updated_at"])
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Ticket.objects.filter(id=task.ticket_id).update(
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replied_to_customer=True,
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support_last_reply_at=now,
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updated_at=now,
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)
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sync_customer_reply_work_item(task, actor=actor)
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task.ticket.events.create(
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event_type="customer_reply_sent",
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to_value={
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"reply_task_id": task.id,
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"revision": task.revision,
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"sent_at": now.isoformat(),
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"channel_message_public_id": channel_message_public_id,
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},
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operator=actor,
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source=source,
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agent_run_id=(
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task.support_analysis.run_id if task.support_analysis_id else None
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),
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)
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OperationAuditLog.objects.create(
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user=actor,
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module="tickets",
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action="customer_reply_sent",
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target_type="customer_reply_task",
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target_id=str(task.id),
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request_snapshot={
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"ticket_id": task.ticket_id,
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"revision": task.revision,
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"channel_message_public_id": channel_message_public_id,
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},
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result="success",
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)
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return task
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