feat: add category-driven ticket workflows

backend/apps/tickets/api.py

@@ -10,7 +10,7 @@ from ninja.errors import HttpError
 
 from apps.accounts.api import require_permission
 from apps.audit.models import OperationAuditLog
-from apps.tickets.models import Ticket, TicketAttachment, TicketComment, TicketEvent
+from apps.tickets.models import Ticket, TicketAttachment, TicketCategory, TicketComment, TicketEvent
 from apps.tickets.schemas import (
     TicketAttachmentIn,
     TicketAttachmentOut,
@@ -23,7 +23,7 @@ from apps.tickets.schemas import (
     TicketStatusIn,
     TicketUpdateIn,
 )
-from apps.tickets.services import transition_ticket
+from apps.tickets.services import TicketStatusError, transition_requires_remark, transition_ticket
 
 router = Router(tags=["tickets"])
 
@@ -44,14 +44,35 @@ def serialize_ticket_user(user):
     }
 
 
+def serialize_ticket_category(category):
+    if category is None:
+        return None
+    return {
+        "id": category.id,
+        "code": category.code,
+        "name": category.name,
+        "description": category.description,
+    }
+
+
 def serialize_ticket(ticket: Ticket) -> dict:
     return {
         "id": ticket.id,
         "ticket_no": ticket.ticket_no,
         "title": ticket.title,
         "description": ticket.description,
+        "category": serialize_ticket_category(ticket.category),
+        "category_code": ticket.category.code if ticket.category_id else None,
         "status": ticket.status,
         "priority": ticket.priority,
+        "problem_performance": ticket.problem_performance,
+        "problem_object": ticket.problem_object,
+        "submitter_name": ticket.submitter_name,
+        "submitter_org": ticket.submitter_org,
+        "ai_solution": ticket.ai_solution,
+        "resolution": ticket.resolution_summary,
+        "is_resolved": ticket.is_resolved,
+        "replied_to_customer": ticket.replied_to_customer,
         "impact_scope": ticket.impact_scope,
         "environment": ticket.environment,
         "related_system": ticket.related_system,
@@ -82,11 +103,21 @@ def create_ticket(request, payload: TicketIn):
     assignee = None
     if payload.assignee_id:
         assignee = get_user_model().objects.filter(id=payload.assignee_id).first()
+    category = None
+    if payload.category_code:
+        category = TicketCategory.objects.filter(code=payload.category_code, enabled=True).first()
+        if category is None:
+            raise HttpError(400, "Unknown ticket category")
     ticket = Ticket.objects.create(
         ticket_no=next_ticket_no(),
         title=payload.title,
         description=payload.description,
+        category=category,
         priority=payload.priority,
+        problem_performance=payload.problem_performance,
+        problem_object=payload.problem_object,
+        submitter_name=payload.submitter_name,
+        submitter_org=payload.submitter_org,
         impact_scope=payload.impact_scope,
         environment=payload.environment,
         related_system=payload.related_system,
@@ -97,7 +128,7 @@ def create_ticket(request, payload: TicketIn):
     TicketEvent.objects.create(
         ticket=ticket,
         event_type="created",
-        to_value={"status": ticket.status},
+        to_value={"status": ticket.status, "category_code": payload.category_code},
         operator=request.user if request.user.is_authenticated else None,
     )
     return serialize_ticket(ticket)
@@ -110,22 +141,29 @@ def list_tickets(
     page_size: int = 20,
     status: str | None = None,
     priority: str | None = None,
+    category_code: str | None = None,
     q: str | None = None,
     related_system: str | None = None,
     assignee_id: int | None = None,
     view: str = "all",
 ):
     require_permission(request, "ticket.view")
-    queryset = Ticket.objects.select_related("requester", "assignee").all()
+    queryset = Ticket.objects.select_related("requester", "assignee", "category").all()
     if status:
         queryset = queryset.filter(status=status)
     if priority:
         queryset = queryset.filter(priority=priority)
+    if category_code:
+        queryset = queryset.filter(category__code=category_code)
     if q:
         queryset = queryset.filter(
             Q(ticket_no__icontains=q)
             | Q(title__icontains=q)
             | Q(description__icontains=q)
+            | Q(problem_performance__icontains=q)
+            | Q(problem_object__icontains=q)
+            | Q(submitter_name__icontains=q)
+            | Q(submitter_org__icontains=q)
         )
     if related_system:
         queryset = queryset.filter(related_system__icontains=related_system)
@@ -185,7 +223,7 @@ def export_tickets(request):
 def get_ticket(request, ticket_id: int):
     require_permission(request, "ticket.view")
     return serialize_ticket(
-        Ticket.objects.select_related("requester", "assignee").get(id=ticket_id)
+        Ticket.objects.select_related("requester", "assignee", "category").get(id=ticket_id)
     )
 
 
@@ -202,7 +240,15 @@ def update_ticket(request, ticket_id: int, payload: TicketUpdateIn):
     ticket = Ticket.objects.get(id=ticket_id)
     before = {
         "title": ticket.title,
+        "category_code": ticket.category.code if ticket.category_id else None,
         "priority": ticket.priority,
+        "problem_performance": ticket.problem_performance,
+        "problem_object": ticket.problem_object,
+        "submitter_name": ticket.submitter_name,
+        "submitter_org": ticket.submitter_org,
+        "resolution": ticket.resolution_summary,
+        "is_resolved": ticket.is_resolved,
+        "replied_to_customer": ticket.replied_to_customer,
         "impact_scope": ticket.impact_scope,
         "environment": ticket.environment,
         "related_system": ticket.related_system,
@@ -211,6 +257,15 @@ def update_ticket(request, ticket_id: int, payload: TicketUpdateIn):
         if field == "assignee_id":
             user = get_user_model().objects.filter(id=value).first() if value else None
             ticket.assignee = user
+        elif field == "category_code":
+            category = (
+                TicketCategory.objects.filter(code=value, enabled=True).first() if value else None
+            )
+            if value and category is None:
+                raise HttpError(400, "Unknown ticket category")
+            ticket.category = category
+        elif field == "resolution":
+            ticket.resolution_summary = value or ""
         else:
             setattr(ticket, field, value)
     ticket.save()
@@ -227,15 +282,29 @@ def update_ticket(request, ticket_id: int, payload: TicketUpdateIn):
 @router.post("/{ticket_id}/status", response=TicketOut)
 def update_ticket_status(request, ticket_id: int, payload: TicketStatusIn):
     require_permission(request, "ticket.edit")
-    if not payload.remark.strip():
+    ticket = Ticket.objects.select_related("category").get(id=ticket_id)
-        raise HttpError(400, "Transition remark is required")
+    category_code = ticket.category.code if ticket.category_id else None
-    ticket = Ticket.objects.get(id=ticket_id)
+    has_resolution = bool(payload.resolution.strip())
-    updated = transition_ticket(
+    if transition_requires_remark(
-        ticket,
+        ticket.status,
         payload.status,
-        payload.remark,
+        category_code,
-        request.user if request.user.is_authenticated else None,
+    ) and not payload.remark.strip():
-    )
+        raise HttpError(400, "Transition remark is required")
+    if payload.status == "resolved" and not (payload.remark.strip() or has_resolution):
+        raise HttpError(400, "Resolution or transition remark is required")
+    try:
+        updated = transition_ticket(
+            ticket,
+            payload.status,
+            payload.remark,
+            request.user if request.user.is_authenticated else None,
+            resolution=payload.resolution.strip(),
+            is_resolved=payload.is_resolved,
+            replied_to_customer=payload.replied_to_customer,
+        )
+    except TicketStatusError as error:
+        raise HttpError(400, str(error)) from error
     return serialize_ticket(updated)
 
 

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),
+    ]

backend/apps/tickets/models.py

@@ -48,6 +48,14 @@ class Ticket(models.Model):
         choices=TicketPriority.choices,
         default=TicketPriority.MEDIUM,
     )
+    problem_performance = models.TextField(blank=True)
+    problem_object = models.CharField(max_length=160, blank=True)
+    submitter_name = models.CharField(max_length=80, blank=True)
+    submitter_org = models.CharField(max_length=160, blank=True)
+    ai_solution = models.TextField(blank=True)
+    resolution_summary = models.TextField(blank=True)
+    is_resolved = models.BooleanField(default=False)
+    replied_to_customer = models.BooleanField(default=False)
     impact_scope = models.CharField(max_length=80, blank=True)
     environment = models.CharField(max_length=80, blank=True)
     related_system = models.CharField(max_length=120, blank=True)

backend/apps/tickets/schemas.py

@@ -6,7 +6,12 @@ from ninja import Schema
 class TicketIn(Schema):
     title: str
     description: str
+    category_code: str | None = None
     priority: str = "medium"
+    problem_performance: str = ""
+    problem_object: str = ""
+    submitter_name: str = ""
+    submitter_org: str = ""
     impact_scope: str = ""
     environment: str = ""
     related_system: str = ""
@@ -16,7 +21,15 @@ class TicketIn(Schema):
 class TicketUpdateIn(Schema):
     title: str | None = None
     description: str | None = None
+    category_code: str | None = None
     priority: str | None = None
+    problem_performance: str | None = None
+    problem_object: str | None = None
+    submitter_name: str | None = None
+    submitter_org: str | None = None
+    resolution: str | None = None
+    is_resolved: bool | None = None
+    replied_to_customer: bool | None = None
     impact_scope: str | None = None
     environment: str | None = None
     related_system: str | None = None
@@ -26,6 +39,9 @@ class TicketUpdateIn(Schema):
 class TicketStatusIn(Schema):
     status: str
     remark: str = ""
+    resolution: str = ""
+    is_resolved: bool | None = None
+    replied_to_customer: bool | None = None
 
 
 class TicketUserOut(Schema):
@@ -34,13 +50,30 @@ class TicketUserOut(Schema):
     display_name: str
 
 
+class TicketCategoryOut(Schema):
+    id: int
+    code: str
+    name: str
+    description: str
+
+
 class TicketOut(Schema):
     id: int
     ticket_no: str
     title: str
     description: str
+    category: TicketCategoryOut | None = None
+    category_code: str | None = None
     status: str
     priority: str
+    problem_performance: str
+    problem_object: str
+    submitter_name: str
+    submitter_org: str
+    ai_solution: str
+    resolution: str
+    is_resolved: bool
+    replied_to_customer: bool
     impact_scope: str
     environment: str
     related_system: str

backend/apps/tickets/services.py

@@ -8,7 +8,7 @@ class TicketStatusError(ValueError):
     pass
 
 
-ALLOWED_TRANSITIONS: dict[str, set[str]] = {
+STANDARD_TRANSITIONS: dict[str, set[str]] = {
     "pending_info": {"pending", "closed"},
     "pending": {"in_progress", "closed"},
     "in_progress": {"pending_confirm"},
@@ -17,26 +17,113 @@ ALLOWED_TRANSITIONS: dict[str, set[str]] = {
     "closed": set(),
 }
 
+SHORT_TRANSITIONS: dict[str, set[str]] = {
+    "pending_info": {"pending", "resolved", "closed"},
+    "pending": {"resolved", "closed"},
+    "in_progress": {"resolved", "closed"},
+    "pending_confirm": {"resolved", "closed"},
+    "resolved": {"closed"},
+    "closed": set(),
+}
 
-def validate_status_transition(from_status: str, to_status: str) -> None:
+MEDIUM_TRANSITIONS: dict[str, set[str]] = {
-    if to_status not in ALLOWED_TRANSITIONS.get(from_status, set()):
+    "pending_info": {"pending", "closed"},
+    "pending": {"in_progress", "resolved", "closed"},
+    "in_progress": {"resolved", "pending_confirm", "closed"},
+    "pending_confirm": {"resolved", "in_progress", "closed"},
+    "resolved": {"closed"},
+    "closed": set(),
+}
+
+CATEGORY_TRANSITION_POLICIES = {
+    "business_issue": SHORT_TRANSITIONS,
+    "operation_issue": SHORT_TRANSITIONS,
+    "data_issue": MEDIUM_TRANSITIONS,
+    "technical_issue": STANDARD_TRANSITIONS,
+}
+
+# Backward compatible export used by older tests and internal imports.
+ALLOWED_TRANSITIONS = STANDARD_TRANSITIONS
+
+
+def get_ticket_category_code(ticket: Ticket) -> str | None:
+    if ticket.category_id and ticket.category:
+        return ticket.category.code
+    return None
+
+
+def get_allowed_transitions(from_status: str, category_code: str | None = None) -> set[str]:
+    transitions = CATEGORY_TRANSITION_POLICIES.get(category_code or "", STANDARD_TRANSITIONS)
+    return transitions.get(from_status, set())
+
+
+def validate_status_transition(
+    from_status: str,
+    to_status: str,
+    category_code: str | None = None,
+) -> None:
+    if to_status not in get_allowed_transitions(from_status, category_code):
         raise TicketStatusError(f"Invalid ticket status transition: {from_status} -> {to_status}")
 
 
-def transition_ticket(ticket: Ticket, to_status: str, remark: str = "", operator=None) -> Ticket:
+def transition_requires_remark(
+    from_status: str,
+    to_status: str,
+    category_code: str | None = None,
+) -> bool:
+    if to_status == "resolved":
+        return False
+    if category_code in {"business_issue", "operation_issue"} and to_status == "closed":
+        return False
+    return to_status in {"in_progress", "pending_confirm", "closed"}
+
+
+def transition_ticket(
+    ticket: Ticket,
+    to_status: str,
+    remark: str = "",
+    operator=None,
+    *,
+    resolution: str = "",
+    is_resolved: bool | None = None,
+    replied_to_customer: bool | None = None,
+) -> Ticket:
     from_status = ticket.status
-    validate_status_transition(from_status, to_status)
+    category_code = get_ticket_category_code(ticket)
+    validate_status_transition(from_status, to_status, category_code)
     ticket.status = to_status
     if to_status == "resolved":
         ticket.resolved_at = timezone.now()
+        ticket.is_resolved = True if is_resolved is None else is_resolved
+    elif is_resolved is not None:
+        ticket.is_resolved = is_resolved
     if to_status == "closed":
         ticket.closed_at = timezone.now()
-    ticket.save(update_fields=["status", "resolved_at", "closed_at", "updated_at"])
+    if resolution:
+        ticket.resolution_summary = resolution
+    if replied_to_customer is not None:
+        ticket.replied_to_customer = replied_to_customer
+    ticket.save(
+        update_fields=[
+            "status",
+            "resolved_at",
+            "closed_at",
+            "resolution_summary",
+            "is_resolved",
+            "replied_to_customer",
+            "updated_at",
+        ]
+    )
     TicketEvent.objects.create(
         ticket=ticket,
         event_type="status_change",
         from_value={"status": from_status},
-        to_value={"status": to_status},
+        to_value={
+            "status": to_status,
+            "resolution": ticket.resolution_summary,
+            "is_resolved": ticket.is_resolved,
+            "replied_to_customer": ticket.replied_to_customer,
+        },
         operator=operator,
         remark=remark,
     )

backend/apps/tickets/tests/test_ticket_api.py

@@ -1,15 +1,21 @@
 from django.contrib.auth import get_user_model
 
-from apps.tickets.models import Ticket, TicketEvent
+from apps.tickets.models import Ticket, TicketCategory, TicketEvent
 
 
 def test_create_ticket_returns_ticket_detail(admin_client, db):
+    TicketCategory.objects.get_or_create(code="business_issue", defaults={"name": "业务问题"})
     response = admin_client.post(
         "/api/tickets",
         data={
             "title": "Payment callback fails",
             "description": "Callback returns HTTP 500 in production",
+            "category_code": "business_issue",
             "priority": "high",
+            "problem_performance": "采集进度未更新",
+            "problem_object": "客户 A",
+            "submitter_name": "张三",
+            "submitter_org": "华东分公司",
             "impact_scope": "payment users",
             "environment": "production",
             "related_system": "payment",
@@ -21,6 +27,10 @@ def test_create_ticket_returns_ticket_detail(admin_client, db):
     payload = response.json()
     assert payload["ticket_no"].startswith("TK")
     assert payload["title"] == "Payment callback fails"
+    assert payload["category"]["name"] == "业务问题"
+    assert payload["category_code"] == "business_issue"
+    assert payload["problem_object"] == "客户 A"
+    assert payload["submitter_org"] == "华东分公司"
     assert payload["status"] == "pending"
     assert TicketEvent.objects.filter(ticket_id=payload["id"], event_type="created").exists()
 
@@ -129,6 +139,59 @@ def test_transition_ticket_requires_non_empty_remark(admin_client, db):
     assert response.status_code == 400
 
 
+def test_business_ticket_can_be_resolved_directly_with_resolution(admin_client, db):
+    category, _ = TicketCategory.objects.get_or_create(
+        code="business_issue",
+        defaults={"name": "业务问题"},
+    )
+    ticket = Ticket.objects.create(
+        ticket_no="TK202607010104",
+        title="查询采集进度",
+        description="客户需要确认采集进度",
+        status="pending",
+        category=category,
+    )
+
+    response = admin_client.post(
+        f"/api/tickets/{ticket.id}/status",
+        data={
+            "status": "resolved",
+            "resolution": "已查询采集进度，当前已完成 80%。",
+            "replied_to_customer": True,
+        },
+        content_type="application/json",
+    )
+
+    assert response.status_code == 200
+    ticket.refresh_from_db()
+    assert ticket.status == "resolved"
+    assert ticket.resolution_summary == "已查询采集进度，当前已完成 80%。"
+    assert ticket.is_resolved is True
+    assert ticket.replied_to_customer is True
+
+
+def test_technical_ticket_cannot_be_resolved_directly(admin_client, db):
+    category, _ = TicketCategory.objects.get_or_create(
+        code="technical_issue",
+        defaults={"name": "技术问题"},
+    )
+    ticket = Ticket.objects.create(
+        ticket_no="TK202607010105",
+        title="生产接口异常",
+        description="接口 500",
+        status="pending",
+        category=category,
+    )
+
+    response = admin_client.post(
+        f"/api/tickets/{ticket.id}/status",
+        data={"status": "resolved", "resolution": "已恢复"},
+        content_type="application/json",
+    )
+
+    assert response.status_code == 400
+
+
 def test_get_ticket_events_returns_real_timeline_with_operator(admin_client, db):
     user_model = get_user_model()
     operator = user_model.objects.get(username="admin")

backend/apps/tickets/tests/test_ticket_status.py

@@ -20,3 +20,16 @@ def test_in_progress_ticket_must_not_resolve_directly():
 def test_resolved_ticket_cannot_move_back_to_in_progress():
     with pytest.raises(TicketStatusError, match="resolved -> in_progress"):
         validate_status_transition("resolved", "in_progress")
+
+
+def test_business_ticket_can_resolve_directly_from_pending():
+    validate_status_transition("pending", "resolved", "business_issue")
+
+
+def test_technical_ticket_cannot_resolve_directly_from_pending():
+    with pytest.raises(TicketStatusError, match="pending -> resolved"):
+        validate_status_transition("pending", "resolved", "technical_issue")
+
+
+def test_data_ticket_can_resolve_from_in_progress():
+    validate_status_transition("in_progress", "resolved", "data_issue")

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>
+              <div className="grid gap-4 md:grid-cols-2">
-                <Input
+                <AppField label="问题分类" required>
-                  id="ticket-title"
+                  <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"
+                  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.title}
+                  value={form.description}
-                  onChange={(event) => updateField('title', event.target.value)}
+                  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">
+                <AppField label="环境" required>
-                  <Input
+                  <Select value={form.environment} onValueChange={(value) => updateField('environment', value)}>
-                    id="ticket-environment"
+                    <SelectTrigger className="w-full">
-                    placeholder="例如：生产环境、测试环境、Windows 终端"
+                      <SelectValue placeholder="请选择问题环境" />
-                    value={form.environment}
+                    </SelectTrigger>
-                    onChange={(event) => updateField('environment', event.target.value)}
+                    <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