feat: add intelligent support workflow

backend/apps/workitems/migrations/0001_initial.py

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+# Generated by Django 5.2.15 on 2026-07-27 02:44
+
+import django.db.models.deletion
+import uuid
+from django.conf import settings
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    initial = True
+
+    dependencies = [
+        ('tickets', '0008_ticketmessagetimelineitem'),
+        migrations.swappable_dependency(settings.AUTH_USER_MODEL),
+    ]
+
+    operations = [
+        migrations.CreateModel(
+            name='WorkItem',
+            fields=[
+                ('id', models.BigAutoField(auto_created=True, primary_key=True, serialize=False, verbose_name='ID')),
+                ('public_id', models.UUIDField(default=uuid.uuid4, editable=False, unique=True)),
+                ('task_type', models.CharField(choices=[('ticket_missing_info', '工单信息待补全')], max_length=64)),
+                ('status', models.CharField(choices=[('active', '待处理'), ('completed', '已完成'), ('cancelled', '已取消')], default='active', max_length=24)),
+                ('object_type', models.CharField(max_length=64)),
+                ('object_id', models.CharField(max_length=80)),
+                ('title', models.CharField(max_length=200)),
+                ('description', models.TextField(blank=True)),
+                ('payload', models.JSONField(blank=True, default=dict)),
+                ('completed_at', models.DateTimeField(blank=True, null=True)),
+                ('created_at', models.DateTimeField(auto_now_add=True)),
+                ('updated_at', models.DateTimeField(auto_now=True)),
+                ('assignee', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='assigned_work_items', to=settings.AUTH_USER_MODEL)),
+                ('completed_by', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='completed_work_items', to=settings.AUTH_USER_MODEL)),
+                ('created_by', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='created_work_items', to=settings.AUTH_USER_MODEL)),
+                ('ticket', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.CASCADE, related_name='work_items', to='tickets.ticket')),
+            ],
+            options={
+                'ordering': ['-created_at'],
+                'indexes': [models.Index(fields=['status', 'task_type', 'created_at'], name='workitems_w_status_86e375_idx'), models.Index(fields=['object_type', 'object_id'], name='workitems_w_object__e6cbdc_idx'), models.Index(fields=['assignee', 'status', 'created_at'], name='workitems_w_assigne_930002_idx')],
+                'constraints': [models.UniqueConstraint(condition=models.Q(('status', 'active')), fields=('task_type', 'object_type', 'object_id'), name='unique_active_work_item_target')],
+            },
+        ),
+    ]

backend/apps/workitems/migrations/0002_alter_workitem_task_type.py

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+# Generated by Django 5.2.15 on 2026-07-27 03:38
+
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('workitems', '0001_initial'),
+    ]
+
+    operations = [
+        migrations.AlterField(
+            model_name='workitem',
+            name='task_type',
+            field=models.CharField(choices=[('ticket_missing_info', '工单信息待补全'), ('ticket_intake_failed', '智能受理待人工接管')], max_length=64),
+        ),
+    ]

backend/apps/workitems/migrations/0003_alter_workitem_task_type.py

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+# Generated by Django 5.2.15 on 2026-07-27 04:58
+
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('workitems', '0002_alter_workitem_task_type'),
+    ]
+
+    operations = [
+        migrations.AlterField(
+            model_name='workitem',
+            name='task_type',
+            field=models.CharField(choices=[('ticket_missing_info', '工单信息待补全'), ('ticket_intake_failed', '智能受理待人工接管'), ('ticket_customer_reply', '客户回复待确认')], max_length=64),
+        ),
+    ]

backend/apps/workitems/migrations/0004_workitem_due_at_alter_workitem_task_type.py

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+# Generated by Django 5.2.15 on 2026-07-27 05:09
+
+from datetime import timedelta
+
+from django.db import migrations, models
+
+
+def backfill_due_at(apps, schema_editor):
+    WorkItem = apps.get_model("workitems", "WorkItem")
+    hours_by_type = {
+        "ticket_intake_failed": 4,
+        "support_analysis_failed": 4,
+        "ticket_customer_reply": 8,
+        "ticket_close": 24,
+    }
+    for item in WorkItem.objects.filter(due_at__isnull=True).iterator():
+        item.due_at = item.created_at + timedelta(
+            hours=hours_by_type.get(item.task_type, 24)
+        )
+        item.save(update_fields=["due_at"])
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('workitems', '0003_alter_workitem_task_type'),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='workitem',
+            name='due_at',
+            field=models.DateTimeField(blank=True, db_index=True, null=True),
+        ),
+        migrations.RunPython(backfill_due_at, migrations.RunPython.noop),
+        migrations.AlterField(
+            model_name='workitem',
+            name='task_type',
+            field=models.CharField(choices=[('ticket_missing_info', '工单信息待补全'), ('ticket_intake_failed', '智能受理待人工接管'), ('ticket_customer_reply', '客户回复待确认'), ('ticket_close', '工单待人工关闭'), ('support_analysis_failed', '支持分析待人工接管')], max_length=64),
+        ),
+    ]

backend/apps/workitems/migrations/0005_alter_workitem_task_type.py

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+# Generated by Django 5.2.15 on 2026-07-27 05:35
+
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('workitems', '0004_workitem_due_at_alter_workitem_task_type'),
+    ]
+
+    operations = [
+        migrations.AlterField(
+            model_name='workitem',
+            name='task_type',
+            field=models.CharField(choices=[('ticket_missing_info', '工单信息待补全'), ('ticket_intake_failed', '智能受理待人工接管'), ('ticket_customer_reply', '客户回复待确认'), ('ticket_close', '工单待人工关闭'), ('support_analysis_failed', '支持分析待人工接管'), ('knowledge_distillation_failed', '知识蒸馏待人工接管'), ('asset_review', '知识资产待审核')], max_length=64),
+        ),
+    ]

backend/apps/workitems/migrations/0006_alter_workitem_task_type.py

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+# Generated by Django 5.2.15 on 2026-07-27 05:55
+
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('workitems', '0005_alter_workitem_task_type'),
+    ]
+
+    operations = [
+        migrations.AlterField(
+            model_name='workitem',
+            name='task_type',
+            field=models.CharField(choices=[('ticket_missing_info', '工单信息待补全'), ('ticket_intake_failed', '智能受理待人工接管'), ('ticket_customer_reply', '客户回复待确认'), ('ticket_close', '工单待人工关闭'), ('support_analysis_failed', '支持分析待人工接管'), ('knowledge_distillation_failed', '知识蒸馏待人工接管'), ('asset_review', '知识资产待审核'), ('tool_confirmation', '高风险工具待确认')], max_length=64),
+        ),
+    ]

backend/apps/workitems/migrations/__init__.py

@@ -0,0 +1 @@
+