feat: redesign ticket detail experience

frontend/src/features/tickets/TicketComments.tsx

@@ -2,6 +2,7 @@ import * as React from 'react'
 
 import { AppSection } from '@/components/app/AppSection'
 import { Button } from '@/components/ui/button'
+import { Select, SelectContent, SelectItem, SelectTrigger, SelectValue } from '@/components/ui/select'
 import { Textarea } from '@/components/ui/textarea'
 
 import { addTicketComment } from './api'
@@ -9,20 +10,33 @@ import { addTicketComment } from './api'
 export function TicketComments({ ticketId }: { ticketId: number }) {
   const [content, setContent] = React.useState('')
   const [lastComment, setLastComment] = React.useState('')
+  const [commentMode, setCommentMode] = React.useState('internal')
 
   async function handleSubmit(event: React.FormEvent) {
     event.preventDefault()
     if (!content.trim()) return
-    const comment = await addTicketComment(ticketId, content)
+    const comment = await addTicketComment(ticketId, content, {
+      comment_type: commentMode === 'public' ? 'user_reply' : 'internal_note',
+      visibility: commentMode === 'public' ? 'public' : 'internal'
+    })
     setLastComment(comment.content)
     setContent('')
   }
 
   return (
-    <AppSection title="评论协作" description="记录内部沟通、排查过程和处理补充。">
+    <AppSection title="评论与协作" description="记录内部沟通、排查过程和用户可见回复。">
         <form className="grid gap-3" onSubmit={handleSubmit}>
+          <Select value={commentMode} onValueChange={setCommentMode}>
+            <SelectTrigger className="w-full sm:w-48">
+              <SelectValue placeholder="选择回复类型" />
+            </SelectTrigger>
+            <SelectContent>
+              <SelectItem value="internal">内部备注</SelectItem>
+              <SelectItem value="public">用户可见回复</SelectItem>
+            </SelectContent>
+          </Select>
           <Textarea
-            placeholder="请输入处理说明或补充信息"
+            placeholder={commentMode === 'public' ? '请输入用户可见的处理回复' : '请输入内部排查记录或处理说明'}
             value={content}
             onChange={(event) => setContent(event.target.value)}
           />
@@ -30,7 +44,7 @@ export function TicketComments({ ticketId }: { ticketId: number }) {
           {!lastComment ? <p className="text-sm text-muted-foreground">暂无评论</p> : null}
           <div className="flex justify-end">
             <Button type="submit" variant="secondary">
-              发表回复
+              {commentMode === 'public' ? '发表用户回复' : '保存内部备注'}
             </Button>
           </div>
         </form>

frontend/src/features/tickets/TicketDetailPage.tsx

@@ -1,34 +1,47 @@
 import * as React from 'react'
+import { Bot, CheckCircle2, CircleDot, Send, XCircle } from 'lucide-react'
 
 import { AppEmptyState } from '@/components/app/AppEmptyState'
 import { AppDetailLayout } from '@/components/app/AppDetailLayout'
-import { AppField } from '@/components/app/AppField'
 import { AppPageHeader } from '@/components/app/AppPageHeader'
 import { AppPriorityBadge } from '@/components/app/AppPriorityBadge'
 import { AppSection } from '@/components/app/AppSection'
 import { AppStatusBadge } from '@/components/app/AppStatusBadge'
 import { Badge } from '@/components/ui/badge'
 import { Button } from '@/components/ui/button'
+import { Separator } from '@/components/ui/separator'
 import { SolutionLinkPanel } from '@/features/solutions/SolutionLinkPanel'
 
 import { getTicket, transitionTicket } from './api'
 import { TicketComments } from './TicketComments'
+import { TicketMetaPanel } from './TicketMetaPanel'
 import { TicketStatusTimeline } from './TicketStatusTimeline'
+import { TicketTransitionDialog } from './TicketTransitionDialog'
 import type { Ticket, TicketStatus } from './types'
 
-const NEXT_STATUSES: TicketStatus[] = ['in_progress', 'pending_confirm', 'resolved', 'closed']
+const NEXT_STATUSES: Record<TicketStatus, TicketStatus[]> = {
-const STATUS_ACTION_LABELS: Record<TicketStatus, string> = {
+  pending_info: ['pending', 'closed'],
-  pending_info: '退回补充',
+  pending: ['in_progress', 'closed'],
-  pending: '转为待处理',
+  in_progress: ['pending_confirm', 'resolved', 'closed'],
-  in_progress: '开始处理',
+  pending_confirm: ['resolved', 'in_progress', 'closed'],
-  pending_confirm: '提交确认',
+  resolved: ['closed'],
-  resolved: '标记解决',
+  closed: []
-  closed: '关闭工单'
+}
+
+const STATUS_ACTIONS: Partial<Record<TicketStatus, { label: string; icon: React.ComponentType<{ className?: string }> }>> = {
+  pending: { label: '转为待处理', icon: CircleDot },
+  in_progress: { label: '开始处理', icon: CircleDot },
+  pending_confirm: { label: '提交确认', icon: Send },
+  resolved: { label: '标记解决', icon: CheckCircle2 },
+  closed: { label: '关闭工单', icon: XCircle }
 }
 
 export function TicketDetailPage({ ticketId }: { ticketId: number }) {
   const [ticket, setTicket] = React.useState<Ticket | null>(null)
   const [error, setError] = React.useState('')
+  const [targetStatus, setTargetStatus] = React.useState<TicketStatus | null>(null)
+  const [transitionDialogOpen, setTransitionDialogOpen] = React.useState(false)
+  const [transitionError, setTransitionError] = React.useState('')
 
   React.useEffect(() => {
     getTicket(ticketId)
@@ -36,16 +49,28 @@ export function TicketDetailPage({ ticketId }: { ticketId: number }) {
       .catch((reason: unknown) => setError(reason instanceof Error ? reason.message : '加载失败'))
   }, [ticketId])
 
-  async function handleTransition(status: TicketStatus) {
+  function openTransition(status: TicketStatus) {
+    setTargetStatus(status)
+    setTransitionError('')
+    setTransitionDialogOpen(true)
+  }
+
+  async function handleTransition(status: TicketStatus, remark: string) {
     if (!ticket) return
-    const updated = await transitionTicket(ticket.id, status, `状态调整为：${STATUS_ACTION_LABELS[status]}`)
+    try {
-    setTicket(updated)
+      const updated = await transitionTicket(ticket.id, status, remark)
+      setTicket(updated)
+      setTransitionError('')
+    } catch (reason) {
+      setTransitionError(reason instanceof Error ? reason.message : '状态流转失败')
+      throw reason
+    }
   }
 
   if (error) {
     return (
       <main className="min-h-screen bg-background p-6 text-foreground">
-        <AppEmptyState title="Unable to load ticket" description={error} />
+        <AppEmptyState title="无法加载工单" description={error} />
       </main>
     )
   }
@@ -53,7 +78,7 @@ export function TicketDetailPage({ ticketId }: { ticketId: number }) {
   if (!ticket) {
     return (
       <main className="min-h-screen bg-background p-6 text-foreground">
-        <AppEmptyState title="Loading ticket" />
+        <AppEmptyState title="正在加载工单" />
       </main>
     )
   }
@@ -72,49 +97,54 @@ export function TicketDetailPage({ ticketId }: { ticketId: number }) {
           }
           actions={
             <div className="flex flex-wrap gap-2">
-              {NEXT_STATUSES.map((status) => (
+              {NEXT_STATUSES[ticket.status].map((status) => {
-                <Button key={status} variant="secondary" onClick={() => void handleTransition(status)}>
+                const action = STATUS_ACTIONS[status]
-                  {STATUS_ACTION_LABELS[status]}
+                const Icon = action?.icon
-                </Button>
+                return (
-              ))}
+                  <Button
+                    key={status}
+                    variant={status === 'closed' ? 'outline' : 'secondary'}
+                    onClick={() => openTransition(status)}
+                  >
+                    {Icon ? <Icon className="size-4" /> : null}
+                    {action?.label ?? '调整状态'}
+                  </Button>
+                )
+              })}
             </div>
           }
         />
         <AppDetailLayout
           side={
             <>
-              <AppSection title="关键字段">
+              <TicketMetaPanel ticket={ticket} />
-                <div className="grid gap-3">
-                  <AppField label="状态">
-                    <AppStatusBadge status={ticket.status} />
-                  </AppField>
-                  <AppField label="优先级">
-                    <AppPriorityBadge priority={ticket.priority} />
-                  </AppField>
-                  <AppField label="关联系统">
-                    <span className="text-sm">{ticket.related_system || '-'}</span>
-                  </AppField>
-                  <AppField label="运行环境">
-                    <span className="text-sm">{ticket.environment || '-'}</span>
-                  </AppField>
-                  <AppField label="影响范围">
-                    <span className="text-sm">{ticket.impact_scope || '-'}</span>
-                  </AppField>
-                </div>
-              </AppSection>
               <SolutionLinkPanel ticketId={ticket.id} />
               <AppSection title="AI 支持分析" action={<Badge variant="ai">后续接入</Badge>}>
-                <p className="text-sm text-muted-foreground">后续阶段将在这里展示排查建议、相似工单和引用来源。</p>
+                <div className="grid gap-3">
+                  <div className="flex items-center gap-2 text-sm font-medium text-foreground">
+                    <Bot className="size-4" />
+                    智能排查占位
+                  </div>
+                  <Separator />
+                  <p className="text-sm text-muted-foreground">后续阶段将在这里展示排查建议、相似工单和引用来源。</p>
+                </div>
               </AppSection>
             </>
           }
         >
-          <AppSection title="工单概览" description="当前工单的核心问题和处理上下文。">
+          <AppSection title="问题描述" description="当前工单的核心问题、影响场景和处理上下文。">
             <p className="whitespace-pre-wrap text-sm leading-6">{ticket.description}</p>
           </AppSection>
           <TicketStatusTimeline ticket={ticket} />
           <TicketComments ticketId={ticket.id} />
         </AppDetailLayout>
+        {transitionError ? <AppEmptyState title="状态流转失败" description={transitionError} /> : null}
+        <TicketTransitionDialog
+          open={transitionDialogOpen}
+          status={targetStatus}
+          onOpenChange={setTransitionDialogOpen}
+          onSubmit={handleTransition}
+        />
       </div>
     </main>
   )

frontend/src/features/tickets/TicketMetaPanel.tsx

@@ -0,0 +1,59 @@
+import { AppField } from '@/components/app/AppField'
+import { AppPriorityBadge } from '@/components/app/AppPriorityBadge'
+import { AppStatusBadge } from '@/components/app/AppStatusBadge'
+import { Badge } from '@/components/ui/badge'
+import { Card, CardContent, CardDescription, CardHeader, CardTitle } from '@/components/ui/card'
+import { Separator } from '@/components/ui/separator'
+
+import type { Ticket } from './types'
+
+type TicketMetaPanelProps = {
+  ticket: Ticket
+}
+
+function displayUser(user: Ticket['assignee']) {
+  return user?.display_name || user?.username || '未设置'
+}
+
+export function TicketMetaPanel({ ticket }: TicketMetaPanelProps) {
+  return (
+    <Card>
+      <CardHeader>
+        <CardTitle>工单属性</CardTitle>
+        <CardDescription>当前处理状态和关键上下文。</CardDescription>
+      </CardHeader>
+      <CardContent>
+        <div className="grid gap-3">
+          <AppField label="当前状态">
+            <AppStatusBadge status={ticket.status} />
+          </AppField>
+          <AppField label="优先级">
+            <AppPriorityBadge priority={ticket.priority} />
+          </AppField>
+          <Separator />
+          <AppField label="处理人">
+            <span className="text-sm text-foreground">{displayUser(ticket.assignee)}</span>
+          </AppField>
+          <AppField label="请求人">
+            <span className="text-sm text-foreground">{displayUser(ticket.requester)}</span>
+          </AppField>
+          <Separator />
+          <AppField label="关联系统">
+            <span className="text-sm text-foreground">{ticket.related_system || '未填写'}</span>
+          </AppField>
+          <AppField label="运行环境">
+            <span className="text-sm text-foreground">{ticket.environment || '未填写'}</span>
+          </AppField>
+          <AppField label="影响范围">
+            <span className="text-sm text-foreground">{ticket.impact_scope || '未填写'}</span>
+          </AppField>
+          <Separator />
+          <div className="flex items-center justify-between gap-3">
+            <span className="text-xs font-medium text-muted-foreground">SLA</span>
+            <Badge variant="outline">后续接入</Badge>
+          </div>
+        </div>
+      </CardContent>
+    </Card>
+  )
+}

frontend/src/features/tickets/TicketStatusTimeline.tsx

@@ -1,18 +1,44 @@
 import { AppSection } from '@/components/app/AppSection'
 import { AppStatusBadge } from '@/components/app/AppStatusBadge'
+import { Badge } from '@/components/ui/badge'
 
 import type { Ticket } from './types'
 
+const EVENT_LABELS = [
+  { label: '创建工单', description: '工单已进入支持队列。' },
+  { label: '状态变更', description: '处理状态会在这里沉淀为时间线。' },
+  { label: '新增评论', description: '内部备注和用户可见回复会记录协作过程。' },
+  { label: '新增附件', description: '后续附件能力接入后展示上传记录。' }
+]
+
 export function TicketStatusTimeline({ ticket }: { ticket: Ticket }) {
   return (
-    <AppSection title="处理动态" description="记录状态流转和关键处理节点。">
+    <AppSection title="处理记录" description="记录状态流转、协作说明和关键处理节点。">
-      <div className="flex items-center gap-3 rounded-md border border-border bg-background px-3 py-2">
+      <div className="grid gap-3">
-        <div className="size-2 rounded-full bg-info" />
+        <div className="flex items-center justify-between gap-3 rounded-md border border-border bg-background px-3 py-2">
-        <div className="min-w-0">
+          <div className="min-w-0">
-          <p className="text-sm font-medium text-foreground">当前状态</p>
+            <p className="text-sm font-medium text-foreground">当前状态</p>
-          <div className="mt-1">
+            <p className="mt-1 text-xs text-muted-foreground">最后更新时间：{new Date(ticket.updated_at).toLocaleString('zh-CN')}</p>
-            <AppStatusBadge status={ticket.status} />
           </div>
+          <AppStatusBadge status={ticket.status} />
+        </div>
+
+        <div className="grid gap-2">
+          {EVENT_LABELS.map((event, index) => (
+            <div key={event.label} className="grid grid-cols-[auto_minmax(0,1fr)] gap-3">
+              <div className="flex flex-col items-center">
+                <div className="size-2 rounded-full bg-primary" />
+                {index < EVENT_LABELS.length - 1 ? <div className="h-full min-h-7 w-px bg-border" /> : null}
+              </div>
+              <div className="pb-3">
+                <div className="flex flex-wrap items-center gap-2">
+                  <p className="text-sm font-medium text-foreground">{event.label}</p>
+                  {index === 0 ? <Badge variant="secondary">{ticket.ticket_no}</Badge> : null}
+                </div>
+                <p className="mt-1 text-xs text-muted-foreground">{event.description}</p>
+              </div>
+            </div>
+          ))}
         </div>
       </div>
     </AppSection>

frontend/src/features/tickets/TicketTransitionDialog.tsx

@@ -0,0 +1,92 @@
+import * as React from 'react'
+
+import { Button } from '@/components/ui/button'
+import {
+  Dialog,
+  DialogContent,
+  DialogDescription,
+  DialogFooter,
+  DialogHeader,
+  DialogTitle
+} from '@/components/ui/dialog'
+import { Textarea } from '@/components/ui/textarea'
+
+import type { TicketStatus } from './types'
+
+const STATUS_ACTION_LABELS: Partial<Record<TicketStatus, string>> = {
+  in_progress: '开始处理',
+  pending_confirm: '提交确认',
+  resolved: '标记解决',
+  closed: '关闭工单'
+}
+
+type TicketTransitionDialogProps = {
+  open: boolean
+  status: TicketStatus | null
+  onOpenChange: (open: boolean) => void
+  onSubmit: (status: TicketStatus, remark: string) => Promise<void>
+}
+
+export function TicketTransitionDialog({
+  open,
+  status,
+  onOpenChange,
+  onSubmit
+}: TicketTransitionDialogProps) {
+  const [remark, setRemark] = React.useState('')
+  const [submitting, setSubmitting] = React.useState(false)
+  const actionLabel = status ? STATUS_ACTION_LABELS[status] ?? '调整状态' : '调整状态'
+
+  React.useEffect(() => {
+    if (!open) {
+      setRemark('')
+      setSubmitting(false)
+    }
+  }, [open])
+
+  async function handleSubmit(event: React.FormEvent<HTMLFormElement>) {
+    event.preventDefault()
+    if (!status || !remark.trim()) return
+    setSubmitting(true)
+    try {
+      await onSubmit(status, remark.trim())
+      onOpenChange(false)
+    } finally {
+      setSubmitting(false)
+    }
+  }
+
+  return (
+    <Dialog open={open} onOpenChange={onOpenChange}>
+      <DialogContent className="sm:max-w-lg">
+        <form className="grid gap-4" onSubmit={handleSubmit}>
+          <DialogHeader>
+            <DialogTitle>{actionLabel}</DialogTitle>
+            <DialogDescription>请说明本次流转的原因、处理动作或待确认事项。</DialogDescription>
+          </DialogHeader>
+          <div className="grid gap-2">
+            <label className="text-sm font-medium text-foreground" htmlFor="transition-remark">
+              处理说明
+            </label>
+            <Textarea
+              id="transition-remark"
+              required
+              minLength={2}
+              placeholder="例如：已完成日志排查，定位为配置变更导致，提交业务侧确认。"
+              value={remark}
+              onChange={(event) => setRemark(event.target.value)}
+            />
+          </div>
+          <DialogFooter>
+            <Button type="button" variant="outline" onClick={() => onOpenChange(false)}>
+              取消
+            </Button>
+            <Button type="submit" disabled={!remark.trim() || submitting}>
+              {submitting ? '提交中...' : '确认提交'}
+            </Button>
+          </DialogFooter>
+        </form>
+      </DialogContent>
+    </Dialog>
+  )
+}

frontend/src/features/tickets/api.ts

@@ -31,9 +31,17 @@ export function transitionTicket(ticketId: number, status: TicketStatus, remark
   })
 }
 
-export function addTicketComment(ticketId: number, content: string) {
+export function addTicketComment(
+  ticketId: number,
+  content: string,
+  options: { comment_type?: string; visibility?: string } = {}
+) {
   return apiRequest<TicketComment>(`/tickets/${ticketId}/comments`, {
     method: 'POST',
-    body: JSON.stringify({ content, comment_type: 'internal_note', visibility: 'internal' })
+    body: JSON.stringify({
+      content,
+      comment_type: options.comment_type ?? 'internal_note',
+      visibility: options.visibility ?? 'internal'
+    })
   })
 }