feat: add category-driven ticket workflows

backend/apps/tickets/migrations/0002_ticket_context_and_standard_categories.py

@@ -0,0 +1,78 @@
+from django.db import migrations, models
+
+STANDARD_CATEGORIES = [
+    ("business_issue", "业务问题", "业务进度、业务规则、业务状态确认等支持请求。", 10),
+    ("technical_issue", "技术问题", "系统异常、接口故障、服务不可用等技术排查请求。", 20),
+    ("data_issue", "数据问题", "数据缺失、数据不一致、采集或同步结果异常。", 30),
+    ("operation_issue", "操作问题", "用户操作指导、配置入口、权限使用等支持请求。", 40),
+]
+
+
+def seed_standard_categories(apps, schema_editor):
+    TicketCategory = apps.get_model("tickets", "TicketCategory")
+    for code, name, description, sort_order in STANDARD_CATEGORIES:
+        TicketCategory.objects.update_or_create(
+            code=code,
+            defaults={
+                "name": name,
+                "description": description,
+                "enabled": True,
+                "sort_order": sort_order,
+            },
+        )
+
+
+def remove_standard_categories(apps, schema_editor):
+    TicketCategory = apps.get_model("tickets", "TicketCategory")
+    category_codes = [category[0] for category in STANDARD_CATEGORIES]
+    TicketCategory.objects.filter(code__in=category_codes).delete()
+
+
+class Migration(migrations.Migration):
+    dependencies = [
+        ("tickets", "0001_initial"),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name="ticket",
+            name="ai_solution",
+            field=models.TextField(blank=True),
+        ),
+        migrations.AddField(
+            model_name="ticket",
+            name="is_resolved",
+            field=models.BooleanField(default=False),
+        ),
+        migrations.AddField(
+            model_name="ticket",
+            name="problem_object",
+            field=models.CharField(blank=True, max_length=160),
+        ),
+        migrations.AddField(
+            model_name="ticket",
+            name="problem_performance",
+            field=models.TextField(blank=True),
+        ),
+        migrations.AddField(
+            model_name="ticket",
+            name="replied_to_customer",
+            field=models.BooleanField(default=False),
+        ),
+        migrations.AddField(
+            model_name="ticket",
+            name="resolution_summary",
+            field=models.TextField(blank=True),
+        ),
+        migrations.AddField(
+            model_name="ticket",
+            name="submitter_name",
+            field=models.CharField(blank=True, max_length=80),
+        ),
+        migrations.AddField(
+            model_name="ticket",
+            name="submitter_org",
+            field=models.CharField(blank=True, max_length=160),
+        ),
+        migrations.RunPython(seed_standard_categories, remove_standard_categories),
+    ]