feat: add intelligent support workflow
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hailin
303
frontend/src/features/tickets/TicketDetailPage.test.tsx
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303
frontend/src/features/tickets/TicketDetailPage.test.tsx
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import * as React from 'react'
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import { cleanup, fireEvent, render, screen } from '@testing-library/react'
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import { afterEach, describe, expect, it, vi } from 'vitest'
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import { CustomerReplyPanel, SimilarTicketsPanel, SupportAnalysisPanel } from './TicketDetailPage'
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import type {
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CustomerReplyTask,
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Ticket,
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TicketSimilaritySuggestion,
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TicketSupportAnalysis
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} from './types'
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afterEach(cleanup)
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const suggestions: TicketSimilaritySuggestion[] = [
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{
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ticket_id: 42,
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ticket_no: 'TK-20260727-0042',
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title: '财务系统登录后持续白屏',
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status: 'resolved',
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category_code: 'technical_issue',
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score: 0.86,
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title_similarity: 0.9,
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keyword_score: 0.82,
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matched_excerpt: '登录财务系统后页面一直白屏，清理缓存无效。',
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algorithm_version: 'fts_trigram_v1',
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created_at: '2026-07-27T08:00:00Z'
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}
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]
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describe('SimilarTicketsPanel', () => {
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it('展示非阻断提示、候选分数和工单链接', () => {
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render(<SimilarTicketsPanel items={suggestions} />)
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expect(screen.getByText('相似工单提示')).toBeInTheDocument()
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expect(screen.getByText('仅供参考，不会合并工单')).toBeInTheDocument()
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expect(screen.getByText('86%')).toBeInTheDocument()
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expect(screen.getByRole('link', { name: /财务系统登录后持续白屏/ })).toHaveAttribute('href', '#/tickets/42')
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})
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it('没有候选时不占用详情页空间', () => {
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const { container } = render(<SimilarTicketsPanel items={[]} />)
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expect(container).toBeEmptyDOMElement()
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})
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})
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const activeTicket = {
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id: 7,
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status: 'in_progress'
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} as Ticket
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const completedAnalysis: TicketSupportAnalysis = {
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id: 9,
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ticket_id: 7,
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run_public_id: '31ca95a8-e8d5-40d4-9304-17a178d25422',
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agent_version: 1,
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status: 'succeeded',
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progress_stage: 'completed',
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progress_message: '草稿生成完成',
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query: '订单接口 TIMEOUT-504',
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retrieval_policy: {
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policy_version: 'published_scope_hybrid_rerank_v2'
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},
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references: [
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{
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rank: 1,
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source_type: 'solution',
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source_id: 12,
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source_version: '2026-07-27T08:00:00Z',
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title: '订单连接池恢复方案',
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excerpt: '订单接口出现 TIMEOUT-504 时检查连接池。',
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score: 0.91,
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applicable_scope: { related_system: '订单系统' },
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auto_resolve_policy: {
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allow_auto_resolve: true,
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requires_human_action: false,
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requires_external_confirmation: false,
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requires_production_change: false
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}
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}
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],
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final_output: {
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analysis_summary: '现象与连接池耗尽的已发布方案一致。',
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troubleshooting_steps: ['检查连接池占用', '核对慢请求'],
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candidate_solution_ids: [12],
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customer_reply_draft: '我们正在检查订单服务连接池状态。',
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citations: [1],
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auto_resolve_recommended: false
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},
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automation_decision: {
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policy_version: 'support_auto_resolve_v1',
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status: 'manual_recommendation',
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threshold: 0.85,
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solution_id: 12,
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score: 0.91,
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checks: {
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agent_recommended: false,
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global_policy_enabled: true
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},
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reasons: ['agent_not_recommended'],
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applied: false,
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evaluated_at: '2026-07-27T08:00:05Z'
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},
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applied_solution_id: null,
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processed_at: '2026-07-27T08:00:05Z',
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error_code: '',
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error_message: '',
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created_at: '2026-07-27T08:00:00Z',
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started_at: '2026-07-27T08:00:01Z',
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finished_at: '2026-07-27T08:00:05Z'
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}
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describe('SupportAnalysisPanel', () => {
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it('未运行时提供明确启动入口', () => {
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const onStart = vi.fn()
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render(
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<SupportAnalysisPanel
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ticket={activeTicket}
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items={[]}
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error=""
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starting={false}
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onStart={onStart}
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/>
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)
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expect(screen.getByText('尚未运行支持分析')).toBeInTheDocument()
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fireEvent.click(screen.getByRole('button', { name: '开始分析' }))
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expect(onStart).toHaveBeenCalledOnce()
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})
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it('展示结构化建议、回复草稿和按排名冻结的引用', () => {
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render(
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<SupportAnalysisPanel
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ticket={activeTicket}
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items={[completedAnalysis]}
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error=""
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starting={false}
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onStart={vi.fn()}
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/>
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)
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expect(screen.getByText('现象与连接池耗尽的已发布方案一致。')).toBeInTheDocument()
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expect(screen.getByText('检查连接池占用')).toBeInTheDocument()
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expect(screen.getByText('我们正在检查订单服务连接池状态。')).toBeInTheDocument()
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expect(screen.getByText('策略降级为人工处理')).toBeInTheDocument()
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expect(screen.getByText(/Agent 未建议自动解决/)).toBeInTheDocument()
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expect(screen.getByText('订单连接池恢复方案')).toBeInTheDocument()
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expect(screen.getByText('91%')).toBeInTheDocument()
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expect(screen.getByRole('link', { name: /查看运行轨迹/ })).toHaveAttribute(
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'href',
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'#/agent-runs/31ca95a8-e8d5-40d4-9304-17a178d25422'
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)
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})
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it('运行中禁止重复启动并说明不会修改工单', () => {
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render(
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<SupportAnalysisPanel
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ticket={activeTicket}
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items={[{ ...completedAnalysis, status: 'running', final_output: null }]}
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error=""
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starting={false}
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onStart={vi.fn()}
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/>
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)
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expect(screen.getByRole('button', { name: '分析进行中' })).toBeDisabled()
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expect(screen.getByText(/不会修改工单状态或覆盖人工字段/)).toBeInTheDocument()
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})
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})
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const replyTask: CustomerReplyTask = {
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id: 15,
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ticket_id: 7,
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support_analysis_id: 9,
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status: 'draft',
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draft_text: '我们正在检查订单服务连接池状态。',
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final_text: '我们正在检查订单服务连接池状态。',
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revision: 1,
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created_by_id: 3,
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updated_by_id: null,
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approved_by_id: null,
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approved_at: null,
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sent_by_id: null,
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sent_at: null,
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created_at: '2026-07-27T08:00:05Z',
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updated_at: '2026-07-27T08:00:05Z',
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revisions: [
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{
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version: 1,
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content: '我们正在检查订单服务连接池状态。',
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source: 'agent',
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edited_by_id: null,
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created_at: '2026-07-27T08:00:05Z'
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}
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]
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}
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describe('CustomerReplyPanel', () => {
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it('允许人工修订并携带当前版本保存', () => {
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const onSave = vi.fn().mockResolvedValue(undefined)
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render(
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<CustomerReplyPanel
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tasks={[replyTask]}
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canEdit
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canConfirm
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canSendChannel
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onSave={onSave}
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onConfirm={vi.fn().mockResolvedValue(undefined)}
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onSendChannel={vi.fn()}
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/>
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)
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fireEvent.change(screen.getByLabelText('最终回复内容'), {
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target: { value: '连接池已恢复，请重新尝试。' }
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})
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fireEvent.click(screen.getByRole('button', { name: '保存修订' }))
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expect(onSave).toHaveBeenCalledWith(replyTask, '连接池已恢复，请重新尝试。')
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})
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it('未修改时要求人工确认已发送，并展示已发送状态', () => {
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const onConfirm = vi.fn().mockResolvedValue(undefined)
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const { rerender } = render(
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<CustomerReplyPanel
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tasks={[replyTask]}
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canEdit
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canConfirm
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canSendChannel
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onSave={vi.fn().mockResolvedValue(undefined)}
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onConfirm={onConfirm}
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onSendChannel={vi.fn()}
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/>
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)
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fireEvent.click(screen.getByRole('button', { name: '确认已发送' }))
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expect(onConfirm).toHaveBeenCalledWith(replyTask, replyTask.final_text)
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rerender(
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<CustomerReplyPanel
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tasks={[{
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...replyTask,
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status: 'sent',
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sent_at: '2026-07-27T08:05:00Z'
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}]}
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canEdit
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canConfirm
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canSendChannel
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onSave={vi.fn().mockResolvedValue(undefined)}
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onConfirm={onConfirm}
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onSendChannel={vi.fn()}
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/>
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)
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expect(screen.getByText('客户回复已确认发送')).toBeInTheDocument()
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})
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it('只允许把未修改的当前版本交给渠道发送', () => {
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const onSendChannel = vi.fn()
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render(
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<CustomerReplyPanel
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tasks={[replyTask]}
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canEdit
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canConfirm
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canSendChannel
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onSave={vi.fn().mockResolvedValue(undefined)}
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onConfirm={vi.fn().mockResolvedValue(undefined)}
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onSendChannel={onSendChannel}
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/>
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)
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fireEvent.click(screen.getByRole('button', { name: '通过渠道发送' }))
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expect(onSendChannel).toHaveBeenCalledWith(replyTask)
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fireEvent.change(screen.getByLabelText('最终回复内容'), {
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target: { value: '尚未保存的新版本' }
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})
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expect(screen.getByRole('button', { name: '通过渠道发送' })).toBeDisabled()
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expect(screen.getByText('请先保存修订，再通过渠道发送')).toBeInTheDocument()
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})
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it('渠道审批后冻结内容并等待送达回执', () => {
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render(
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<CustomerReplyPanel
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tasks={[{
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...replyTask,
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status: 'approved',
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approved_by_id: 3,
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approved_at: '2026-07-27T08:04:00Z'
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}]}
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canEdit
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canConfirm
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canSendChannel
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onSave={vi.fn().mockResolvedValue(undefined)}
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onConfirm={vi.fn().mockResolvedValue(undefined)}
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onSendChannel={vi.fn()}
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/>
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)
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expect(screen.getByText('渠道投递中')).toBeInTheDocument()
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expect(screen.getByText('回复版本已冻结，正在等待渠道送达')).toBeInTheDocument()
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expect(screen.getByLabelText('最终回复内容')).toBeDisabled()
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expect(screen.queryByRole('button', { name: '确认已发送' })).not.toBeInTheDocument()
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})
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})
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