feat: complete multimodal ticket intake

backend/apps/tickets/tests/test_ticket_draft_trust.py

@@ -0,0 +1,492 @@
+from datetime import timedelta
+
+import pytest
+from django.contrib.auth import get_user_model
+from django.core.management import call_command
+from django.utils import timezone
+
+from apps.agents.models import AgentRun
+from apps.agents.tests.helpers import create_deployment
+from apps.knowledge.models import KnowledgeBase, KnowledgeItem
+from apps.knowledge.services import rebuild_item_chunks
+from apps.tickets.draft_services import (
+    _auto_create_ticket,
+    create_agent_run_for_draft,
+    execute_draft_analysis,
+    serialize_agent_progress,
+)
+from apps.tickets.models import (
+    Ticket,
+    TicketActorSource,
+    TicketAttachment,
+    TicketDraft,
+    TicketFieldEvidence,
+    TicketMessageTimelineItem,
+)
+
+
+def _publish_agent():
+    deployment = create_deployment()
+    call_command("publish_trusted_ticket_intake", deployment_id=deployment.id)
+
+
+def _user():
+    return get_user_model().objects.create_user(username="trusted-draft-user")
+
+
+@pytest.mark.django_db
+def test_draft_context_contains_only_published_knowledge_items():
+    _publish_agent()
+    base = KnowledgeBase.objects.create(name="采集知识库")
+    published = KnowledgeItem.objects.create(
+        knowledge_base=base,
+        title="采集任务停滞",
+        problem="采集任务长时间没有更新",
+        root_cause="调度状态异常",
+        solution="核查调度状态后重新触发",
+        status="published",
+    )
+    rebuild_item_chunks(published)
+    draft_item = KnowledgeItem.objects.create(
+        knowledge_base=base,
+        title="未审核客户专属方案",
+        problem="采集任务没有更新",
+        solution="不得进入 Agent 的方案",
+        status="draft",
+    )
+    rebuild_item_chunks(draft_item)
+    draft = TicketDraft.objects.create(
+        created_by=_user(), source_text="生产环境采集任务长时间没有更新"
+    )
+
+    run = create_agent_run_for_draft(draft)
+
+    context = run.input_payload["knowledge_context"]
+    assert [item["knowledge_item_id"] for item in context] == [published.id]
+    assert context[0]["solution"] == "核查调度状态后重新触发"
+    assert "不得进入 Agent 的方案" not in str(context)
+
+
+@pytest.mark.django_db
+def test_agent_input_contains_only_scanned_parsed_materials():
+    _publish_agent()
+    draft = TicketDraft.objects.create(created_by=_user(), source_text="")
+    ready = draft.materials.create(
+        file_name="service.log",
+        material_type="log",
+        extension="log",
+        mime_type="text/plain",
+        file_size=20,
+        sha256="1" * 64,
+        storage_path="ticket-drafts/service.log",
+        scan_status="clean",
+        parse_status="parsed",
+        parsed_text="2026-07-25 ERROR timeout",
+    )
+    draft.materials.create(
+        file_name="blocked.txt",
+        material_type="text",
+        extension="txt",
+        mime_type="text/plain",
+        file_size=10,
+        sha256="2" * 64,
+        storage_path="ticket-drafts/blocked.txt",
+        scan_status="infected",
+        parse_status="blocked",
+    )
+
+    run = create_agent_run_for_draft(draft)
+
+    assert run.input_payload["material_texts"] == [
+        {
+            "source_ref": f"material:{ready.public_id}",
+            "file_name": "service.log",
+            "mime_type": "text/plain",
+            "text": "2026-07-25 ERROR timeout",
+        }
+    ]
+    assert [item["file_name"] for item in run.input_payload["material_refs"]] == [
+        "service.log"
+    ]
+
+
+@pytest.mark.django_db
+def test_analysis_rejects_unproven_entities_and_preserves_manual_fields(monkeypatch):
+    _publish_agent()
+    draft = TicketDraft.objects.create(
+        created_by=_user(),
+        source_text="张三反馈生产环境采集任务没有更新",
+        current_fields={"submitter_org": "人工确认机构"},
+        last_ai_fields={"submitter_org": "旧 AI 机构"},
+    )
+    run = create_agent_run_for_draft(draft)
+    ai_fields = {
+        "title": "生产采集任务未更新",
+        "description": "张三反馈生产环境采集任务未更新。",
+        "category_code": "technical_issue",
+        "priority": "medium",
+        "problem_performance": "采集任务未更新",
+        "problem_object": "知识库客户企业",
+        "submitter_name": "知识库联系人",
+        "submitter_org": "知识库机构",
+        "impact_scope": "",
+        "environment": "生产环境",
+        "related_system": "数据采集平台",
+    }
+
+    def fake_execute(run_id, **_kwargs):
+        AgentRun.objects.filter(id=run_id).update(
+            status="succeeded",
+            final_output={
+                "problem_valid": True,
+                "invalid_reason": "",
+                "fields": ai_fields,
+                "field_evidence": {
+                    "description": {
+                        "confidence": 0.95,
+                        "source_refs": ["source_text"],
+                        "excerpt": "采集任务没有更新",
+                        "location": "文本",
+                        "conflicts": [],
+                    }
+                },
+                "message_timeline": [],
+                "missing_fields": [],
+                "questions": [],
+            },
+        )
+
+    monkeypatch.setattr("apps.tickets.draft_services.execute_agent_run", fake_execute)
+
+    execute_draft_analysis(draft.id, run.id)
+
+    draft.refresh_from_db()
+    assert draft.status == "ticket_created"
+    assert draft.confirmed_ticket.status == "pending_info"
+    assert draft.current_fields["problem_object"] == ""
+    assert draft.current_fields["submitter_name"] == ""
+    assert draft.current_fields["submitter_org"] == "人工确认机构"
+    assert set(draft.missing_fields) >= {"problem_object", "submitter_name"}
+    assert TicketFieldEvidence.objects.get(
+        ticket=draft.confirmed_ticket,
+        field_name="submitter_org",
+    ).is_protected is True
+    description_evidence = TicketFieldEvidence.objects.get(
+        ticket=draft.confirmed_ticket,
+        field_name="description",
+    )
+    assert description_evidence.source == TicketActorSource.AGENT
+    assert float(description_evidence.confidence) == 0.95
+
+
+@pytest.mark.django_db
+def test_analysis_keeps_invalid_problem_as_intake_without_ticket(monkeypatch):
+    _publish_agent()
+    draft = TicketDraft.objects.create(created_by=_user(), source_text="你好，在吗")
+    run = create_agent_run_for_draft(draft)
+
+    def fake_execute(run_id, **_kwargs):
+        AgentRun.objects.filter(id=run_id).update(
+            status="succeeded",
+            final_output={
+                "problem_valid": False,
+                "invalid_reason": "请补充具体问题现象",
+                "fields": {"description": ""},
+                "field_evidence": {},
+                "message_timeline": [],
+                "missing_fields": ["description"],
+                "questions": ["请描述需要技术支持处理的具体问题。"],
+            },
+        )
+
+    monkeypatch.setattr("apps.tickets.draft_services.execute_agent_run", fake_execute)
+
+    execute_draft_analysis(draft.id, run.id)
+
+    draft.refresh_from_db()
+    assert draft.status == "needs_input"
+    assert draft.problem_valid is False
+    assert draft.invalid_reason == "请补充具体问题现象"
+    assert draft.confirmed_ticket_id is None
+    assert Ticket.objects.count() == 0
+
+
+@pytest.mark.django_db
+def test_analysis_persists_structured_context_business_times_and_timezone(monkeypatch):
+    _publish_agent()
+    draft = TicketDraft.objects.create(
+        created_by=_user(),
+        source_text=(
+            "张三代表华南公司反馈财务系统报销模块的报销单在生产环境报错 E500，"
+            "2026-07-27 10:00（北京时间）开始，已清理缓存但仍未恢复，希望尽快恢复报销。"
+        ),
+    )
+    run = create_agent_run_for_draft(draft)
+    fields = {
+        "title": "财务系统报销模块 E500",
+        "description": "华南公司反馈财务系统报销模块持续报错 E500。",
+        "category_code": "technical_issue",
+        "priority": "medium",
+        "problem_performance": "提交报销时持续报错 E500",
+        "problem_object": "报销单",
+        "submitter_name": "张三",
+        "submitter_org": "华南公司",
+        "impact_scope": "华南公司报销用户",
+        "environment": "生产环境",
+        "related_system": "财务系统",
+        "product_name": "财务系统",
+        "module_name": "报销模块",
+        "tags": ["E500", "报销", "E500"],
+        "attempted_actions": "已清理缓存",
+        "error_information": "E500",
+        "customer_request": "尽快恢复报销",
+        "current_result": "清理缓存后仍未恢复",
+        "problem_started_at": "2026-07-27T10:00:00+08:00",
+        "customer_last_message_at": "2026-07-27T10:05:00+08:00",
+        "support_first_response_at": "2026-07-27T10:02:00+08:00",
+        "support_last_reply_at": "2026-07-27T10:04:00+08:00",
+    }
+
+    def fake_execute(run_id, **_kwargs):
+        AgentRun.objects.filter(id=run_id).update(
+            status="succeeded",
+            final_output={
+                "problem_valid": True,
+                "invalid_reason": "",
+                "fields": fields,
+                "field_evidence": {
+                    "problem_started_at": {
+                        "confidence": 0.96,
+                        "source_refs": ["source_text"],
+                        "excerpt": "2026-07-27 10:00（北京时间）开始",
+                        "location": "文本第 1 行",
+                        "raw_value": "2026-07-27 10:00",
+                        "timezone": "Asia/Shanghai",
+                        "conflicts": [],
+                    }
+                },
+                "message_timeline": [
+                    {
+                        "speaker": "张三",
+                        "role": "customer",
+                        "content": "报销模块报错 E500",
+                        "occurred_at": "2026-07-27T10:00:00+08:00",
+                        "occurred_at_raw": "上午十点",
+                        "timezone": "Asia/Shanghai",
+                        "source_ref": "source_text",
+                        "confidence": 0.92,
+                        "conflict": "",
+                    }
+                ],
+                "missing_fields": [],
+                "questions": [],
+            },
+        )
+
+    monkeypatch.setattr("apps.tickets.draft_services.execute_agent_run", fake_execute)
+
+    execute_draft_analysis(draft.id, run.id)
+
+    draft.refresh_from_db()
+    ticket = Ticket.objects.get(id=draft.confirmed_ticket_id)
+    assert ticket.status == "pending"
+    assert ticket.product_name == "财务系统"
+    assert ticket.module_name == "报销模块"
+    assert ticket.tags == ["E500", "报销"]
+    assert ticket.attempted_actions == "已清理缓存"
+    assert ticket.error_information == "E500"
+    assert ticket.customer_request == "尽快恢复报销"
+    assert ticket.current_result == "清理缓存后仍未恢复"
+    assert ticket.problem_started_at.isoformat() == "2026-07-27T02:00:00+00:00"
+    time_evidence = TicketFieldEvidence.objects.get(
+        ticket=ticket,
+        field_name="problem_started_at",
+    )
+    assert time_evidence.evidence["raw_value"] == "2026-07-27 10:00"
+    assert time_evidence.evidence["timezone"] == "Asia/Shanghai"
+    timeline = TicketMessageTimelineItem.objects.get(ticket=ticket)
+    assert timeline.occurred_at_raw == "上午十点"
+    assert timeline.timezone == "Asia/Shanghai"
+    assert timeline.occurred_at.isoformat() == "2026-07-27T02:00:00+00:00"
+
+
+@pytest.mark.django_db
+def test_analysis_rejects_business_time_without_explicit_timezone(monkeypatch):
+    _publish_agent()
+    draft = TicketDraft.objects.create(
+        created_by=_user(),
+        source_text="张三代表华南公司反馈生产环境报销单无法提交。",
+    )
+    run = create_agent_run_for_draft(draft)
+
+    def fake_execute(run_id, **_kwargs):
+        AgentRun.objects.filter(id=run_id).update(
+            status="succeeded",
+            final_output={
+                "problem_valid": True,
+                "invalid_reason": "",
+                "fields": {
+                    "title": "报销单无法提交",
+                    "description": "华南公司反馈生产环境报销单无法提交。",
+                    "category_code": "technical_issue",
+                    "priority": "medium",
+                    "problem_performance": "报销单无法提交",
+                    "problem_object": "报销单",
+                    "submitter_name": "张三",
+                    "submitter_org": "华南公司",
+                    "environment": "生产环境",
+                    "problem_started_at": "2026-07-27T10:00:00",
+                },
+                "field_evidence": {},
+                "message_timeline": [],
+                "missing_fields": [],
+                "questions": [],
+            },
+        )
+
+    monkeypatch.setattr("apps.tickets.draft_services.execute_agent_run", fake_execute)
+
+    execute_draft_analysis(draft.id, run.id)
+
+    draft.refresh_from_db()
+    ticket = Ticket.objects.get(id=draft.confirmed_ticket_id)
+    assert ticket.problem_started_at is None
+    assert ticket.status == "pending_info"
+    assert "problem_started_at" in draft.missing_fields
+
+
+@pytest.mark.django_db
+def test_auto_create_is_idempotent_for_same_intake(monkeypatch):
+    _publish_agent()
+    draft = TicketDraft.objects.create(created_by=_user(), source_text="采集任务没有更新")
+    run = create_agent_run_for_draft(draft)
+    fields = {
+        "description": "采集任务从上午十点起没有更新",
+        "priority": "medium",
+    }
+
+    first = _auto_create_ticket(
+        draft.id,
+        run,
+        fields=fields,
+        field_evidence={},
+        confidence_by_field={},
+        human_field_names=set(),
+    )
+    TicketDraft.objects.filter(id=draft.id).update(status="needs_input")
+    second = _auto_create_ticket(
+        draft.id,
+        run,
+        fields=fields,
+        field_evidence={},
+        confidence_by_field={},
+        human_field_names=set(),
+    )
+
+    assert first.confirmed_ticket_id == second.confirmed_ticket_id
+    assert second.status == "ticket_created"
+    assert Ticket.objects.count() == 1
+    ticket = Ticket.objects.get()
+    assert ticket.status == "pending_info"
+    assert ticket.title.startswith("待补全问题：")
+    monkeypatch.setattr(
+        "apps.tickets.draft_services.execute_agent_run",
+        lambda *_args, **_kwargs: pytest.fail("duplicate run must not call the model"),
+    )
+    execute_draft_analysis(draft.id, run.id)
+    run.refresh_from_db()
+    assert run.status == "succeeded"
+    assert Ticket.objects.count() == 1
+
+
+@pytest.mark.django_db
+def test_auto_create_rolls_back_ticket_when_attachment_copy_fails(monkeypatch):
+    _publish_agent()
+    draft = TicketDraft.objects.create(created_by=_user(), source_text="采集任务没有更新")
+    draft.materials.create(
+        file_name="proof.png",
+        mime_type="image/png",
+        file_size=10,
+        sha256="0" * 64,
+        storage_path="ticket-drafts/proof.png",
+    )
+    run = create_agent_run_for_draft(draft)
+    monkeypatch.setattr(
+        "apps.tickets.draft_services.copy_object",
+        lambda *_args: (_ for _ in ()).throw(RuntimeError("storage unavailable")),
+    )
+
+    with pytest.raises(RuntimeError, match="storage unavailable"):
+        _auto_create_ticket(
+            draft.id,
+            run,
+            fields={"description": "采集任务没有更新"},
+            field_evidence={},
+            confidence_by_field={},
+            human_field_names=set(),
+        )
+
+    assert Ticket.objects.count() == 0
+    draft.refresh_from_db()
+    assert draft.confirmed_ticket_id is None
+
+
+@pytest.mark.django_db
+def test_auto_create_preserves_material_scan_and_parse_metadata(monkeypatch):
+    _publish_agent()
+    draft = TicketDraft.objects.create(created_by=_user(), source_text="日志显示请求超时")
+    material = draft.materials.create(
+        file_name="service.log",
+        material_type="log",
+        extension="log",
+        mime_type="text/plain",
+        file_size=24,
+        sha256="a" * 64,
+        storage_path="ticket-drafts/service.log",
+        scan_status="clean",
+        scan_result={"engine": "clamav", "status": "clean"},
+        parse_status="parsed",
+        parsed_text="ERROR upstream timeout",
+    )
+    run = create_agent_run_for_draft(draft)
+    monkeypatch.setattr("apps.tickets.draft_services.copy_object", lambda *_args: None)
+
+    result = _auto_create_ticket(
+        draft.id,
+        run,
+        fields={"description": "日志显示上游请求超时"},
+        field_evidence={},
+        confidence_by_field={},
+        human_field_names=set(),
+    )
+
+    attachment = TicketAttachment.objects.get(ticket=result.confirmed_ticket)
+    assert attachment.file_type == "log"
+    assert attachment.sha256 == "a" * 64
+    assert attachment.scan_status == "clean"
+    assert attachment.parse_status == "parsed"
+    assert attachment.parsed_text == "ERROR upstream timeout"
+    material.refresh_from_db()
+    assert material.status == "attached"
+
+
+@pytest.mark.django_db
+def test_agent_progress_marks_long_running_draft_as_slow(settings):
+    _publish_agent()
+    settings.AI_SLOW_RUN_THRESHOLD_SECONDS = 20
+    draft = TicketDraft.objects.create(created_by=_user(), source_text="采集任务没有更新")
+    run = create_agent_run_for_draft(draft)
+    run.status = "running"
+    run.started_at = timezone.now() - timedelta(seconds=21)
+    run.progress_stage = "extracting"
+    run.progress_message = "正在解析沟通记录"
+    run.save(
+        update_fields=["status", "started_at", "progress_stage", "progress_message"]
+    )
+
+    progress = serialize_agent_progress(draft)
+
+    assert progress["stage"] == "extracting"
+    assert progress["message"] == "正在解析沟通记录"
+    assert progress["elapsed_ms"] >= 20_000
+    assert progress["slow"] is True