feat: add category-driven ticket workflows

frontend/src/features/tickets/TicketCreatePage.tsx

@@ -1,5 +1,5 @@
 import * as React from 'react'
-import { AlertCircle, Bot, CheckCircle2, Lightbulb, Send } from 'lucide-react'
+import { AlertCircle, CheckCircle2, Lightbulb, Send } from 'lucide-react'
 
 import { AppField } from '@/components/app/AppField'
 import { AppPage } from '@/components/app/AppPage'
@@ -13,17 +13,25 @@ import { Select, SelectContent, SelectGroup, SelectItem, SelectTrigger, SelectVa
 import { Textarea } from '@/components/ui/textarea'
 
 import { createTicket } from './api'
+import { TICKET_CATEGORIES } from './ticketCategories'
 import type { TicketInput } from './types'
 
 const initialForm: TicketInput = {
   title: '',
   description: '',
+  category_code: 'business_issue',
   priority: 'medium',
+  problem_performance: '',
+  problem_object: '',
+  submitter_name: '',
+  submitter_org: '',
   impact_scope: '',
   environment: '',
   related_system: ''
 }
 
+const ENVIRONMENT_OPTIONS = ['生产环境', '测试环境', '预发布环境', '本地环境']
+
 export function TicketCreatePage() {
   const [form, setForm] = React.useState<TicketInput>(initialForm)
   const [error, setError] = React.useState('')
@@ -36,6 +44,10 @@ export function TicketCreatePage() {
   async function handleSubmit(event: React.FormEvent) {
     event.preventDefault()
     setError('')
+    if (!form.environment || !form.problem_performance || !form.problem_object || !form.submitter_name || !form.submitter_org) {
+      setError('请完整填写问题表现、问题对象、提出人、提出机构和环境。')
+      return
+    }
     setSubmitting(true)
     try {
       const ticket = await createTicket(form)
@@ -61,18 +73,94 @@ export function TicketCreatePage() {
             ) : null}
 
             <AppSection title="基础信息">
-              <AppField label="工单标题" htmlFor="ticket-title" required>
-                <Input
-                  id="ticket-title"
+              <div className="grid gap-4 md:grid-cols-2">
+                <AppField label="问题分类" required>
+                  <Select
+                    value={form.category_code}
+                    onValueChange={(value) => updateField('category_code', value as TicketInput['category_code'])}
+                  >
+                    <SelectTrigger className="w-full">
+                      <SelectValue placeholder="请选择问题分类" />
+                    </SelectTrigger>
+                    <SelectContent>
+                      <SelectGroup>
+                        {TICKET_CATEGORIES.map((category) => (
+                          <SelectItem key={category.code} value={category.code}>
+                            {category.label}
+                          </SelectItem>
+                        ))}
+                      </SelectGroup>
+                    </SelectContent>
+                  </Select>
+                </AppField>
+                <AppField label="工单标题" htmlFor="ticket-title" required>
+                  <Input
+                    id="ticket-title"
+                    required
+                    placeholder="例如：查询客户采集进度"
+                    value={form.title}
+                    onChange={(event) => updateField('title', event.target.value)}
+                  />
+                </AppField>
+              </div>
+            </AppSection>
+
+            <AppSection title="问题信息">
+              <div className="grid gap-4 md:grid-cols-2">
+                <AppField label="问题表现" htmlFor="ticket-problem-performance" required>
+                  <Input
+                    id="ticket-problem-performance"
+                    required
+                    placeholder="例如：采集进度长时间未更新"
+                    value={form.problem_performance}
+                    onChange={(event) => updateField('problem_performance', event.target.value)}
+                  />
+                </AppField>
+                <AppField label="问题对象" htmlFor="ticket-problem-object" required>
+                  <Input
+                    id="ticket-problem-object"
+                    required
+                    placeholder="例如：客户名称、账号、机构或任务编号"
+                    value={form.problem_object}
+                    onChange={(event) => updateField('problem_object', event.target.value)}
+                  />
+                </AppField>
+              </div>
+              <AppField label="问题描述" htmlFor="ticket-description" required>
+                <Textarea
+                  id="ticket-description"
                   required
-                  placeholder="例如：生产环境登录后跳转失败"
-                  value={form.title}
-                  onChange={(event) => updateField('title', event.target.value)}
+                  placeholder="请填写问题背景、期望结果、已知线索或需要支持团队确认的内容。"
+                  value={form.description}
+                  onChange={(event) => updateField('description', event.target.value)}
                 />
               </AppField>
             </AppSection>
 
-            <AppSection title="影响与优先级">
+            <AppSection title="提出信息">
+              <div className="grid gap-4 md:grid-cols-2">
+                <AppField label="提出人" htmlFor="ticket-submitter-name" required>
+                  <Input
+                    id="ticket-submitter-name"
+                    required
+                    placeholder="请输入提出人"
+                    value={form.submitter_name}
+                    onChange={(event) => updateField('submitter_name', event.target.value)}
+                  />
+                </AppField>
+                <AppField label="提出机构" htmlFor="ticket-submitter-org" required>
+                  <Input
+                    id="ticket-submitter-org"
+                    required
+                    placeholder="请输入提出机构"
+                    value={form.submitter_org}
+                    onChange={(event) => updateField('submitter_org', event.target.value)}
+                  />
+                </AppField>
+              </div>
+            </AppSection>
+
+            <AppSection title="影响与环境">
               <div className="grid gap-4 md:grid-cols-2">
                 <AppField label="优先级" required>
                   <Select value={form.priority} onValueChange={(value) => updateField('priority', value as TicketInput['priority'])}>
@@ -92,15 +180,12 @@ export function TicketCreatePage() {
                 <AppField label="影响范围" htmlFor="ticket-impact-scope">
                   <Input
                     id="ticket-impact-scope"
-                    placeholder="例如：单个用户、某部门、全部用户"
+                    placeholder="例如：单个客户、某部门、全部用户"
                     value={form.impact_scope}
                     onChange={(event) => updateField('impact_scope', event.target.value)}
                   />
                 </AppField>
               </div>
-            </AppSection>
-
-            <AppSection title="环境与系统">
               <div className="grid gap-4 md:grid-cols-2">
                 <AppField label="关联系统" htmlFor="ticket-related-system">
                   <Input
@@ -110,34 +195,30 @@ export function TicketCreatePage() {
                     onChange={(event) => updateField('related_system', event.target.value)}
                   />
                 </AppField>
-                <AppField label="运行环境" htmlFor="ticket-environment">
-                  <Input
-                    id="ticket-environment"
-                    placeholder="例如：生产环境、测试环境、Windows 终端"
-                    value={form.environment}
-                    onChange={(event) => updateField('environment', event.target.value)}
-                  />
+                <AppField label="环境" required>
+                  <Select value={form.environment} onValueChange={(value) => updateField('environment', value)}>
+                    <SelectTrigger className="w-full">
+                      <SelectValue placeholder="请选择问题环境" />
+                    </SelectTrigger>
+                    <SelectContent>
+                      <SelectGroup>
+                        {ENVIRONMENT_OPTIONS.map((environment) => (
+                          <SelectItem key={environment} value={environment}>
+                            {environment}
+                          </SelectItem>
+                        ))}
+                      </SelectGroup>
+                    </SelectContent>
+                  </Select>
                 </AppField>
               </div>
             </AppSection>
 
-            <AppSection title="问题描述">
-              <AppField label="详细描述" htmlFor="ticket-description" required>
-                <Textarea
-                  id="ticket-description"
-                  required
-                  placeholder="请描述影响范围、报错信息、操作步骤和已尝试的处理方式。"
-                  value={form.description}
-                  onChange={(event) => updateField('description', event.target.value)}
-                />
-              </AppField>
-            </AppSection>
-
             <AppSection title="提交确认">
               <div className="flex flex-col gap-3 md:flex-row md:items-center md:justify-between">
                 <div className="flex items-start gap-2 text-sm text-muted-foreground">
                   <CheckCircle2 className="mt-0.5 size-4" />
-                  <span>请确认标题和问题描述已足够支持技术人员开始排查。</span>
+                  <span>请确认分类、对象和描述已足够支持处理人员判断下一步动作。</span>
                 </div>
                 <Button type="submit" disabled={submitting}>
                   <Send data-icon="inline-start" />
@@ -152,25 +233,25 @@ export function TicketCreatePage() {
               <div className="grid gap-3 text-sm text-muted-foreground">
                 <div className="flex gap-2">
                   <Lightbulb className="mt-0.5 size-4" />
-                  <span>标题建议包含系统、场景和异常现象。</span>
+                  <span>业务、操作类问题可在详情页直接填写解决方案并完成。</span>
                 </div>
                 <div className="flex gap-2">
                   <Lightbulb className="mt-0.5 size-4" />
-                  <span>描述中写清楚复现步骤、报错信息和影响范围。</span>
+                  <span>技术类问题会保留开始处理、提交确认、解决和关闭流程。</span>
                 </div>
                 <div className="flex gap-2">
                   <Lightbulb className="mt-0.5 size-4" />
-                  <span>紧急优先级应只用于阻断生产或大范围影响问题。</span>
+                  <span>数据类问题支持处理后解决，也支持明确后直接解决。</span>
                 </div>
               </div>
             </AppSection>
 
             <AppSection
-              title="AI 建单辅助"
+              title="AI 解决方案"
               action={<Badge variant="ai">即将接入</Badge>}
             >
               <p className="text-sm text-muted-foreground">
-                后续阶段将接入建单 Agent，用于补全字段、追问缺失信息和推荐相似问题。
+                后续阶段将由 AI 识别问题后自动回填，当前不作为人工必填项。
               </p>
             </AppSection>
           </div>

frontend/src/features/tickets/TicketDetailPage.tsx

@@ -17,20 +17,12 @@ import { formatDateTime } from '@/lib/format'
 
 import { getTicket, listTicketEvents, transitionTicket } from './api'
 import { TicketComments } from './TicketComments'
+import { getTicketCategoryLabel, getTicketNextStatuses } from './ticketCategories'
 import { TicketMetaPanel } from './TicketMetaPanel'
 import { TicketStatusTimeline } from './TicketStatusTimeline'
 import { TicketTransitionDialog } from './TicketTransitionDialog'
 import type { Ticket, TicketEvent, TicketStatus } from './types'
 
-const NEXT_STATUSES: Record<TicketStatus, TicketStatus[]> = {
-  pending_info: ['pending', 'closed'],
-  pending: ['in_progress', 'closed'],
-  in_progress: ['pending_confirm'],
-  pending_confirm: ['resolved', 'in_progress', 'closed'],
-  resolved: ['closed'],
-  closed: []
-}
-
 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 },
@@ -93,10 +85,18 @@ export function TicketDetailPage({ ticketId }: { ticketId: number }) {
     setTransitionDialogOpen(true)
   }
 
-  async function handleTransition(status: TicketStatus, remark: string) {
+  async function handleTransition(
+    status: TicketStatus,
+    values: {
+      remark: string
+      resolution: string
+      is_resolved: boolean
+      replied_to_customer: boolean
+    }
+  ) {
     if (!ticket) return
     try {
-      const updated = await transitionTicket(ticket.id, status, remark)
+      const updated = await transitionTicket(ticket.id, status, values)
       setTicket(updated)
       setTransitionError('')
       refreshEvents()
@@ -122,6 +122,8 @@ export function TicketDetailPage({ ticketId }: { ticketId: number }) {
     )
   }
 
+  const nextStatuses = getTicketNextStatuses(ticket.category_code, ticket.status)
+
   return (
     <AppPage maxWidth="6xl">
       <AppPageHeader
@@ -135,7 +137,7 @@ export function TicketDetailPage({ ticketId }: { ticketId: number }) {
         }
         actions={
           <div className="flex flex-wrap gap-2">
-            {NEXT_STATUSES[ticket.status].map((status) => {
+            {nextStatuses.map((status) => {
               const action = STATUS_ACTIONS[status]
               const Icon = action?.icon
               return (
@@ -153,10 +155,10 @@ export function TicketDetailPage({ ticketId }: { ticketId: number }) {
         }
       />
       <TicketOverviewCard ticket={ticket} />
-      {NEXT_STATUSES[ticket.status].length ? (
+      {nextStatuses.length ? (
         <Card>
           <CardContent className="grid gap-3 p-4 md:grid-cols-2">
-            {NEXT_STATUSES[ticket.status].map((status) => {
+            {nextStatuses.map((status) => {
               const action = STATUS_ACTIONS[status]
               const Icon = action?.icon ?? CircleDot
               return (
@@ -202,7 +204,37 @@ export function TicketDetailPage({ ticketId }: { ticketId: number }) {
           }
         >
           <AppSection title="问题描述">
-            <p className="whitespace-pre-wrap text-sm leading-6">{ticket.description}</p>
+            <div className="grid gap-4">
+              <div>
+                <p className="text-xs font-medium text-muted-foreground">问题分类</p>
+                <p className="mt-1 text-sm font-medium text-foreground">{getTicketCategoryLabel(ticket.category_code)}</p>
+              </div>
+              <div>
+                <p className="text-xs font-medium text-muted-foreground">问题表现</p>
+                <p className="mt-1 whitespace-pre-wrap text-sm leading-6">{ticket.problem_performance || '未填写'}</p>
+              </div>
+              <div>
+                <p className="text-xs font-medium text-muted-foreground">问题描述</p>
+                <p className="mt-1 whitespace-pre-wrap text-sm leading-6">{ticket.description}</p>
+              </div>
+            </div>
+          </AppSection>
+          <AppSection title="解决方案">
+            {ticket.resolution ? (
+              <div className="grid gap-3">
+                <p className="whitespace-pre-wrap text-sm leading-6">{ticket.resolution}</p>
+                <div className="flex flex-wrap gap-2">
+                  <Badge variant={ticket.is_resolved ? 'success' : 'outline'}>
+                    {ticket.is_resolved ? '已解决' : '未解决'}
+                  </Badge>
+                  <Badge variant={ticket.replied_to_customer ? 'info' : 'outline'}>
+                    {ticket.replied_to_customer ? '已回复客户' : '未回复客户'}
+                  </Badge>
+                </div>
+              </div>
+            ) : (
+              <AppEmptyState title="暂无解决方案" description="解决工单后将在这里展示处理结论。" />
+            )}
           </AppSection>
           <TicketStatusTimeline ticket={ticket} events={events} />
           <TicketComments ticketId={ticket.id} onCommentAdded={refreshEvents} />
@@ -221,6 +253,10 @@ export function TicketDetailPage({ ticketId }: { ticketId: number }) {
 
 function TicketOverviewCard({ ticket }: { ticket: Ticket }) {
   const items = [
+    { label: '问题分类', value: getTicketCategoryLabel(ticket.category_code) },
+    { label: '问题对象', value: ticket.problem_object || '未填写' },
+    { label: '提出人', value: ticket.submitter_name || displayUser(ticket.requester) },
+    { label: '提出机构', value: ticket.submitter_org || '未填写' },
     { label: '请求人', value: displayUser(ticket.requester) },
     { label: '处理人', value: displayUser(ticket.assignee) },
     { label: '关联系统', value: ticket.related_system || '未填写' },

frontend/src/features/tickets/TicketFilterBar.tsx

@@ -5,13 +5,17 @@ import { Button } from '@/components/ui/button'
 import { Input } from '@/components/ui/input'
 import { Select, SelectContent, SelectGroup, SelectItem, SelectTrigger, SelectValue } from '@/components/ui/select'
 
+import { TICKET_CATEGORIES } from './ticketCategories'
+
 type TicketFilterBarProps = {
   q: string
   status: string
+  categoryCode: string
   priority: string
   relatedSystem: string
   onQChange: (value: string) => void
   onStatusChange: (value: string) => void
+  onCategoryCodeChange: (value: string) => void
   onPriorityChange: (value: string) => void
   onRelatedSystemChange: (value: string) => void
   onReset: () => void
@@ -20,10 +24,12 @@ type TicketFilterBarProps = {
 export function TicketFilterBar({
   q,
   status,
+  categoryCode,
   priority,
   relatedSystem,
   onQChange,
   onStatusChange,
+  onCategoryCodeChange,
   onPriorityChange,
   onRelatedSystemChange,
   onReset
@@ -54,6 +60,21 @@ export function TicketFilterBar({
           </SelectGroup>
         </SelectContent>
       </Select>
+      <Select onValueChange={onCategoryCodeChange} value={categoryCode}>
+        <SelectTrigger className="w-full">
+          <SelectValue placeholder="全部分类" />
+        </SelectTrigger>
+        <SelectContent>
+          <SelectGroup>
+            <SelectItem value="all">全部分类</SelectItem>
+            {TICKET_CATEGORIES.map((category) => (
+              <SelectItem key={category.code} value={category.code}>
+                {category.label}
+              </SelectItem>
+            ))}
+          </SelectGroup>
+        </SelectContent>
+      </Select>
       <Select onValueChange={onPriorityChange} value={priority}>
         <SelectTrigger className="w-full">
           <SelectValue placeholder="全部优先级" />

frontend/src/features/tickets/TicketListPage.tsx

@@ -24,6 +24,7 @@ import { formatDateTime } from '@/lib/format'
 import { cn } from '@/lib/utils'
 
 import { listTickets } from './api'
+import { getTicketCategoryLabel } from './ticketCategories'
 import { TicketFilterBar } from './TicketFilterBar'
 import { TicketMetricCards } from './TicketMetricCards'
 import type { Ticket, TicketListResponse, TicketListView } from './types'
@@ -67,10 +68,13 @@ const columns: AppDataTableColumn<Ticket>[] = [
       <div className="min-w-0">
         <div className="flex flex-wrap items-center gap-2">
           <Badge variant="outline">{ticket.ticket_no}</Badge>
+          <Badge variant="secondary">{getTicketCategoryLabel(ticket.category_code)}</Badge>
           <span className="text-xs text-muted-foreground">请求人：{displayUser(ticket.requester)}</span>
         </div>
         <p className="mt-2 line-clamp-1 font-medium text-foreground">{ticket.title}</p>
-        <p className="mt-1 line-clamp-1 text-xs text-muted-foreground">{ticket.description || '暂无问题描述'}</p>
+        <p className="mt-1 line-clamp-1 text-xs text-muted-foreground">
+          {ticket.problem_performance || ticket.description || '暂无问题描述'}
+        </p>
       </div>
     )
   },
@@ -92,7 +96,9 @@ const columns: AppDataTableColumn<Ticket>[] = [
     cell: (ticket) => (
       <div className="grid min-w-0 gap-1">
         <p className="truncate text-sm text-foreground">{ticket.related_system || '未填写系统'}</p>
-        <p className="line-clamp-1 text-xs text-muted-foreground">{ticket.impact_scope || ticket.environment || '暂无影响范围'}</p>
+        <p className="line-clamp-1 text-xs text-muted-foreground">
+          {ticket.problem_object || ticket.impact_scope || ticket.environment || '暂无影响范围'}
+        </p>
       </div>
     )
   },
@@ -149,6 +155,7 @@ export function TicketListPage() {
   })
   const [view, setView] = React.useState<TicketListView>('all')
   const [status, setStatus] = React.useState('all')
+  const [categoryCode, setCategoryCode] = React.useState('all')
   const [priority, setPriority] = React.useState('all')
   const [relatedSystem, setRelatedSystem] = React.useState('')
   const [q, setQ] = React.useState('')
@@ -163,6 +170,7 @@ export function TicketListPage() {
       page_size: PAGE_SIZE,
       view,
       status: status === 'all' ? '' : status,
+      category_code: categoryCode === 'all' ? '' : categoryCode,
       priority: priority === 'all' ? '' : priority,
       related_system: relatedSystem,
       q
@@ -173,10 +181,11 @@ export function TicketListPage() {
       })
       .catch((reason: unknown) => setError(reason instanceof Error ? reason.message : '加载失败'))
       .finally(() => setLoading(false))
-  }, [page, priority, q, relatedSystem, status, view])
+  }, [categoryCode, page, priority, q, relatedSystem, status, view])
 
   function resetFilters() {
     setStatus('all')
+    setCategoryCode('all')
     setPriority('all')
     setRelatedSystem('')
     setQ('')
@@ -198,6 +207,11 @@ export function TicketListPage() {
     setPage(1)
   }
 
+  function updateCategoryCode(value: string) {
+    setCategoryCode(value)
+    setPage(1)
+  }
+
   function updateRelatedSystem(value: string) {
     setRelatedSystem(value)
     setPage(1)
@@ -213,7 +227,7 @@ export function TicketListPage() {
     setPage(target)
   }
 
-  const hasActiveFilters = status !== 'all' || priority !== 'all' || relatedSystem.trim() || q.trim()
+  const hasActiveFilters = status !== 'all' || categoryCode !== 'all' || priority !== 'all' || relatedSystem.trim() || q.trim()
 
   return (
     <AppPage contentClassName="gap-5">
@@ -252,10 +266,12 @@ export function TicketListPage() {
       <TicketFilterBar
         q={q}
         status={status}
+        categoryCode={categoryCode}
         priority={priority}
         relatedSystem={relatedSystem}
         onQChange={updateQuery}
         onStatusChange={updateStatus}
+        onCategoryCodeChange={updateCategoryCode}
         onPriorityChange={updatePriority}
         onRelatedSystemChange={updateRelatedSystem}
         onReset={resetFilters}

frontend/src/features/tickets/TicketMetaPanel.tsx

@@ -5,6 +5,7 @@ import { Badge } from '@/components/ui/badge'
 import { Card, CardContent, CardHeader, CardTitle } from '@/components/ui/card'
 import { Separator } from '@/components/ui/separator'
 
+import { getTicketCategoryLabel } from './ticketCategories'
 import type { Ticket } from './types'
 
 type TicketMetaPanelProps = {
@@ -29,6 +30,19 @@ export function TicketMetaPanel({ ticket }: TicketMetaPanelProps) {
           <AppField label="优先级">
             <AppPriorityBadge priority={ticket.priority} />
           </AppField>
+          <AppField label="问题分类">
+            <span className="text-sm text-foreground">{getTicketCategoryLabel(ticket.category_code)}</span>
+          </AppField>
+          <Separator />
+          <AppField label="提出人">
+            <span className="text-sm text-foreground">{ticket.submitter_name || '未填写'}</span>
+          </AppField>
+          <AppField label="提出机构">
+            <span className="text-sm text-foreground">{ticket.submitter_org || '未填写'}</span>
+          </AppField>
+          <AppField label="问题对象">
+            <span className="text-sm text-foreground">{ticket.problem_object || '未填写'}</span>
+          </AppField>
           <Separator />
           <AppField label="处理人">
             <span className="text-sm text-foreground">{displayUser(ticket.assignee)}</span>

frontend/src/features/tickets/TicketTransitionDialog.tsx

@@ -10,6 +10,7 @@ import {
   DialogHeader,
   DialogTitle
 } from '@/components/ui/dialog'
+import { Switch } from '@/components/ui/switch'
 import { Textarea } from '@/components/ui/textarea'
 
 import type { TicketStatus } from './types'
@@ -26,7 +27,15 @@ type TicketTransitionDialogProps = {
   status: TicketStatus | null
   actionLabel?: string
   onOpenChange: (open: boolean) => void
-  onSubmit: (status: TicketStatus, remark: string) => Promise<void>
+  onSubmit: (
+    status: TicketStatus,
+    values: {
+      remark: string
+      resolution: string
+      is_resolved: boolean
+      replied_to_customer: boolean
+    }
+  ) => Promise<void>
 }
 
 export function TicketTransitionDialog({
@@ -37,22 +46,33 @@ export function TicketTransitionDialog({
   onSubmit
 }: TicketTransitionDialogProps) {
   const [remark, setRemark] = React.useState('')
+  const [resolution, setResolution] = React.useState('')
+  const [repliedToCustomer, setRepliedToCustomer] = React.useState(true)
   const [submitting, setSubmitting] = React.useState(false)
   const actionLabel = customActionLabel ?? (status ? STATUS_ACTION_LABELS[status] ?? '调整状态' : '调整状态')
+  const isResolveAction = status === 'resolved'
+  const canSubmit = isResolveAction ? Boolean((resolution || remark).trim()) : Boolean(remark.trim())
 
   React.useEffect(() => {
     if (!open) {
       setRemark('')
+      setResolution('')
+      setRepliedToCustomer(true)
       setSubmitting(false)
     }
   }, [open])
 
   async function handleSubmit(event: React.FormEvent<HTMLFormElement>) {
     event.preventDefault()
-    if (!status || !remark.trim()) return
+    if (!status || !canSubmit) return
     setSubmitting(true)
     try {
-      await onSubmit(status, remark.trim())
+      await onSubmit(status, {
+        remark: remark.trim(),
+        resolution: resolution.trim(),
+        is_resolved: status === 'resolved',
+        replied_to_customer: repliedToCustomer
+      })
       onOpenChange(false)
     } finally {
       setSubmitting(false)
@@ -65,23 +85,46 @@ export function TicketTransitionDialog({
         <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>
+            <DialogDescription>
+              {isResolveAction ? '填写本次处理结论，系统会同步记录到工单详情和流转时间线。' : '请说明本次流转的原因、处理动作或待确认事项。'}
+            </DialogDescription>
           </DialogHeader>
-          <AppField label="处理说明" htmlFor="transition-remark" required>
+          {isResolveAction ? (
+            <AppField label="解决方案" htmlFor="transition-resolution" required>
+              <Textarea
+                id="transition-resolution"
+                required
+                minLength={2}
+                placeholder="例如：已查询采集进度，当前已完成 80%，预计今日完成。"
+                value={resolution}
+                onChange={(event) => setResolution(event.target.value)}
+              />
+            </AppField>
+          ) : null}
+          <AppField label={isResolveAction ? '处理说明' : '处理说明'} htmlFor="transition-remark" required={!isResolveAction}>
             <Textarea
               id="transition-remark"
-              required
+              required={!isResolveAction}
               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。"
+              placeholder={isResolveAction ? '可补充内部排查说明。' : '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)}
             />
           </AppField>
+          {isResolveAction ? (
+            <div className="flex items-center justify-between rounded-md border border-border p-3">
+              <div className="grid gap-1">
+                <span className="text-sm font-medium text-foreground">已回复客户</span>
+                <span className="text-xs text-muted-foreground">开启后会在工单结果中记录为已回复客户。</span>
+              </div>
+              <Switch checked={repliedToCustomer} onCheckedChange={setRepliedToCustomer} />
+            </div>
+          ) : null}
           <DialogFooter>
             <Button type="button" variant="outline" onClick={() => onOpenChange(false)}>
               取消
             </Button>
-            <Button type="submit" disabled={!remark.trim() || submitting}>
+            <Button type="submit" disabled={!canSubmit || submitting}>
               {submitting ? '提交中...' : '确认提交'}
             </Button>
           </DialogFooter>

frontend/src/features/tickets/api.ts

@@ -36,10 +36,25 @@ export function listTicketEvents(ticketId: number) {
   return apiRequest<TicketEvent[]>(`/tickets/${ticketId}/events`)
 }
 
-export function transitionTicket(ticketId: number, status: TicketStatus, remark = '') {
+export function transitionTicket(
+  ticketId: number,
+  status: TicketStatus,
+  options: {
+    remark?: string
+    resolution?: string
+    is_resolved?: boolean
+    replied_to_customer?: boolean
+  } = {}
+) {
   return apiRequest<Ticket>(`/tickets/${ticketId}/status`, {
     method: 'POST',
-    body: JSON.stringify({ status, remark })
+    body: JSON.stringify({
+      status,
+      remark: options.remark ?? '',
+      resolution: options.resolution ?? '',
+      is_resolved: options.is_resolved,
+      replied_to_customer: options.replied_to_customer
+    })
   })
 }
 

frontend/src/features/tickets/ticketCategories.ts

@@ -0,0 +1,88 @@
+import type { TicketCategoryCode, TicketStatus } from './types'
+
+export const TICKET_CATEGORIES: Array<{
+  code: TicketCategoryCode
+  label: string
+  description: string
+  policy: '短流程' | '标准流程' | '中流程'
+}> = [
+  {
+    code: 'business_issue',
+    label: '业务问题',
+    description: '采集进度、业务规则、业务状态确认',
+    policy: '短流程'
+  },
+  {
+    code: 'technical_issue',
+    label: '技术问题',
+    description: '系统报错、接口异常、服务不可用',
+    policy: '标准流程'
+  },
+  {
+    code: 'data_issue',
+    label: '数据问题',
+    description: '数据缺失、不一致、采集或同步异常',
+    policy: '中流程'
+  },
+  {
+    code: 'operation_issue',
+    label: '操作问题',
+    description: '操作指导、配置入口、权限使用',
+    policy: '短流程'
+  }
+]
+
+export const TICKET_CATEGORY_LABELS = Object.fromEntries(
+  TICKET_CATEGORIES.map((category) => [category.code, category.label])
+) as Record<TicketCategoryCode, string>
+
+export const CATEGORY_NEXT_STATUSES: Record<TicketCategoryCode | 'default', Record<TicketStatus, TicketStatus[]>> = {
+  default: {
+    pending_info: ['pending', 'closed'],
+    pending: ['in_progress', 'closed'],
+    in_progress: ['pending_confirm'],
+    pending_confirm: ['resolved', 'in_progress', 'closed'],
+    resolved: ['closed'],
+    closed: []
+  },
+  business_issue: {
+    pending_info: ['pending', 'resolved', 'closed'],
+    pending: ['resolved', 'closed'],
+    in_progress: ['resolved', 'closed'],
+    pending_confirm: ['resolved', 'closed'],
+    resolved: ['closed'],
+    closed: []
+  },
+  operation_issue: {
+    pending_info: ['pending', 'resolved', 'closed'],
+    pending: ['resolved', 'closed'],
+    in_progress: ['resolved', 'closed'],
+    pending_confirm: ['resolved', 'closed'],
+    resolved: ['closed'],
+    closed: []
+  },
+  data_issue: {
+    pending_info: ['pending', 'closed'],
+    pending: ['in_progress', 'resolved', 'closed'],
+    in_progress: ['resolved', 'pending_confirm', 'closed'],
+    pending_confirm: ['resolved', 'in_progress', 'closed'],
+    resolved: ['closed'],
+    closed: []
+  },
+  technical_issue: {
+    pending_info: ['pending', 'closed'],
+    pending: ['in_progress', 'closed'],
+    in_progress: ['pending_confirm'],
+    pending_confirm: ['resolved', 'in_progress', 'closed'],
+    resolved: ['closed'],
+    closed: []
+  }
+}
+
+export function getTicketCategoryLabel(code?: TicketCategoryCode | null) {
+  return code ? TICKET_CATEGORY_LABELS[code] : '未分类'
+}
+
+export function getTicketNextStatuses(code: TicketCategoryCode | null, status: TicketStatus) {
+  return CATEGORY_NEXT_STATUSES[code ?? 'default'][status]
+}

frontend/src/features/tickets/types.ts

@@ -8,19 +8,38 @@ export type TicketStatus =
 
 export type TicketPriority = 'low' | 'medium' | 'high' | 'urgent'
 
+export type TicketCategoryCode = 'business_issue' | 'technical_issue' | 'data_issue' | 'operation_issue'
+
 export type TicketUser = {
   id: number
   username: string
   display_name: string
 }
 
+export type TicketCategory = {
+  id: number
+  code: TicketCategoryCode
+  name: string
+  description: string
+}
+
 export type Ticket = {
   id: number
   ticket_no: string
   title: string
   description: string
+  category: TicketCategory | null
+  category_code: TicketCategoryCode | null
   status: TicketStatus
   priority: TicketPriority
+  problem_performance: string
+  problem_object: string
+  submitter_name: string
+  submitter_org: string
+  ai_solution: string
+  resolution: string
+  is_resolved: boolean
+  replied_to_customer: boolean
   impact_scope: string
   environment: string
   related_system: string
@@ -47,6 +66,7 @@ export type TicketListParams = {
   page_size?: number
   status?: string
   priority?: string
+  category_code?: string
   q?: string
   related_system?: string
   assignee_id?: number
@@ -56,7 +76,12 @@ export type TicketListParams = {
 export type TicketInput = {
   title: string
   description: string
+  category_code: TicketCategoryCode
   priority: TicketPriority
+  problem_performance: string
+  problem_object: string
+  submitter_name: string
+  submitter_org: string
   impact_scope: string
   environment: string
   related_system: string