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feat: consolidate ticket domain baseline

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hailin
2026-07-27 18:57:51 +08:00
parent 5015e4407d
commit 96452934a3
25 changed files with 4236 additions and 218 deletions
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90
backend/apps/solutions/api.py
View File

@@ -1,8 +1,9 @@
from django.db import transaction
from django.utils import timezone
from ninja import Router
from ninja.errors import HttpError
from apps.accounts.api import require_permission
from apps.knowledge.governance import ensure_governed_asset
from apps.knowledge.models import GovernedAssetType
from apps.solutions.models import Solution, TicketSolutionLink
from apps.solutions.schemas import (
AdoptSolutionIn,
@@ -12,7 +13,14 @@ from apps.solutions.schemas import (
TicketSolutionLinkOut,
TicketSolutionOut,
)
from apps.tickets.models import Ticket, TicketEvent
from apps.tickets.models import Ticket
from apps.tickets.services import (
TicketDataError,
TicketStatusError,
)
from apps.tickets.services import (
adopt_solution_for_ticket as adopt_solution_for_ticket_service,
)
router = Router(tags=["solutions"])
@@ -28,13 +36,18 @@ def create_solution(request, payload: SolutionIn):
root_cause=payload.root_cause,
solution=payload.solution,
risk_note=payload.risk_note,
status=payload.status,
status="draft",
allow_auto_resolve=payload.allow_auto_resolve,
requires_human_action=payload.requires_human_action,
requires_external_confirmation=payload.requires_external_confirmation,
requires_production_change=payload.requires_production_change,
created_by=request.user if request.user.is_authenticated else None,
)
if solution.status == "published":
from apps.knowledge.services import index_published_solution
index_published_solution(solution)
ensure_governed_asset(
GovernedAssetType.SOLUTION,
solution,
actor=request.user if request.user.is_authenticated else None,
)
return solution
@@ -75,6 +88,8 @@ def get_solution(request, solution_id: int):
@router.post("/{solution_id}/link-ticket", response=TicketSolutionLinkOut)
def link_solution_to_ticket(request, solution_id: int, payload: TicketSolutionLinkIn):
require_permission(request, "solution.manage")
if payload.link_type == "adopted":
raise HttpError(400, "Use adopt-ticket to adopt a solution")
solution = Solution.objects.get(id=solution_id)
ticket = Ticket.objects.get(id=payload.ticket_id)
link, _ = TicketSolutionLink.objects.get_or_create(
@@ -86,9 +101,6 @@ def link_solution_to_ticket(request, solution_id: int, payload: TicketSolutionLi
"created_by": request.user if request.user.is_authenticated else None,
},
)
if payload.link_type == "adopted":
solution.usage_count = solution.ticket_links.filter(link_type="adopted").count()
solution.save(update_fields=["usage_count", "updated_at"])
return {
"id": link.id,
"ticket_id": ticket.id,
@@ -100,54 +112,22 @@ def link_solution_to_ticket(request, solution_id: int, payload: TicketSolutionLi
@router.post("/{solution_id}/adopt-ticket", response=TicketSolutionLinkOut)
def adopt_solution_and_close_ticket(request, solution_id: int, payload: AdoptSolutionIn):
def adopt_solution_for_ticket(request, solution_id: int, payload: AdoptSolutionIn):
require_permission(request, "solution.manage")
require_permission(request, "ticket.resolve")
operator = request.user if request.user.is_authenticated else None
with transaction.atomic():
solution = Solution.objects.select_for_update().get(id=solution_id)
ticket = Ticket.objects.select_for_update().get(id=payload.ticket_id)
link, _ = TicketSolutionLink.objects.get_or_create(
ticket=ticket,
solution=solution,
link_type="adopted",
defaults={"created_by": operator},
)
now = timezone.now()
from_status = ticket.status
ticket.status = "closed"
ticket.resolution_summary = solution.solution
ticket.is_resolved = True
ticket.replied_to_customer = payload.replied_to_customer
ticket.resolved_at = ticket.resolved_at or now
ticket.closed_at = now
ticket.save(
update_fields=[
"status",
"resolution_summary",
"is_resolved",
"replied_to_customer",
"resolved_at",
"closed_at",
"updated_at",
]
)
solution.usage_count = solution.ticket_links.filter(link_type="adopted").count()
solution.save(update_fields=["usage_count", "updated_at"])
TicketEvent.objects.create(
ticket=ticket,
event_type="solution_adopted",
from_value={"status": from_status},
to_value={
"status": ticket.status,
"solution_id": solution.id,
"solution_title": solution.title,
"resolution": ticket.resolution_summary,
"is_resolved": ticket.is_resolved,
"replied_to_customer": ticket.replied_to_customer,
},
operator=operator,
try:
solution = Solution.objects.get(id=solution_id)
ticket, link = adopt_solution_for_ticket_service(
Ticket.objects.get(id=payload.ticket_id),
solution,
operator,
remark=payload.remark,
replied_to_customer=payload.replied_to_customer,
)
solution.refresh_from_db(fields=["usage_count"])
except (TicketDataError, TicketStatusError) as error:
raise HttpError(400, str(error)) from error
return {
"id": link.id,
"ticket_id": ticket.id,

23
backend/apps/solutions/migrations/0002_ticketresolution_agent_run_id_and_more.py Normal file
View File

@@ -0,0 +1,23 @@
# Generated by Django 5.2.15 on 2026-07-25 03:25
from django.db import migrations, models
class Migration(migrations.Migration):
dependencies = [
('solutions', '0001_initial'),
]
operations = [
migrations.AddField(
model_name='ticketresolution',
name='agent_run_id',
field=models.BigIntegerField(blank=True, null=True),
),
migrations.AddField(
model_name='ticketresolution',
name='source',
field=models.CharField(default='human', max_length=24),
),
]

6
backend/apps/solutions/models.py
View File

@@ -14,6 +14,10 @@ class Solution(models.Model):
solution = models.TextField()
risk_note = models.TextField(blank=True)
status = models.CharField(max_length=40, default="draft")
allow_auto_resolve = models.BooleanField(default=False)
requires_human_action = models.BooleanField(default=False)
requires_external_confirmation = models.BooleanField(default=False)
requires_production_change = models.BooleanField(default=False)
usage_count = models.PositiveIntegerField(default=0)
created_by = models.ForeignKey(
settings.AUTH_USER_MODEL,
@@ -34,9 +38,11 @@ class Solution(models.Model):
class TicketResolution(models.Model):
ticket = models.OneToOneField(Ticket, on_delete=models.CASCADE, related_name="resolution")
resolution_type = models.CharField(max_length=80, default="resolved")
source = models.CharField(max_length=24, default="human")
root_cause = models.TextField(blank=True)
solution_text = models.TextField()
linked_solution = models.ForeignKey(Solution, null=True, blank=True, on_delete=models.SET_NULL)
agent_run_id = models.BigIntegerField(null=True, blank=True)
confirmed_by = models.ForeignKey(
settings.AUTH_USER_MODEL,
null=True,

12
backend/apps/solutions/schemas.py
View File

@@ -12,6 +12,10 @@ class SolutionIn(Schema):
solution: str
risk_note: str = ""
status: str = "draft"
allow_auto_resolve: bool = False
requires_human_action: bool = False
requires_external_confirmation: bool = False
requires_production_change: bool = False
class SolutionOut(Schema):
@@ -24,6 +28,10 @@ class SolutionOut(Schema):
solution: str
risk_note: str
status: str
allow_auto_resolve: bool
requires_human_action: bool
requires_external_confirmation: bool
requires_production_change: bool
usage_count: int
created_at: datetime
updated_at: datetime
@@ -37,8 +45,8 @@ class TicketSolutionLinkIn(Schema):
class AdoptSolutionIn(Schema):
ticket_id: int
remark: str = "采纳解决方案并关闭工单"
replied_to_customer: bool = True
remark: str = "采纳解决方案并标记工单已解决"
replied_to_customer: bool = False
class TicketSolutionLinkOut(Schema):

32
backend/apps/solutions/tests/test_solution_api.py
View File

@@ -1,5 +1,5 @@
from apps.solutions.models import Solution, TicketSolutionLink
from apps.tickets.models import Ticket
from apps.solutions.models import Solution, TicketResolution, TicketSolutionLink
from apps.tickets.models import Ticket, TicketCategory
def test_create_and_list_solution(admin_client, db):
@@ -23,7 +23,7 @@ def test_create_and_list_solution(admin_client, db):
assert response.json()[0]["id"] == solution_id
def test_link_solution_to_ticket_increments_usage(admin_client, db):
def test_link_solution_to_ticket_rejects_adopted_link_type(admin_client, db):
ticket = Ticket.objects.create(ticket_no="TK202606300020", title="A", description="A")
solution = admin_client.post(
"/api/solutions",
@@ -37,9 +37,8 @@ def test_link_solution_to_ticket_increments_usage(admin_client, db):
content_type="application/json",
)
assert response.status_code == 200
assert response.json()["link_type"] == "adopted"
assert response.json()["solution_usage_count"] == 1
assert response.status_code == 400
assert not TicketSolutionLink.objects.filter(ticket=ticket, link_type="adopted").exists()
def test_list_ticket_solutions_returns_linked_solution_details(admin_client, db):
@@ -57,7 +56,7 @@ def test_list_ticket_solutions_returns_linked_solution_details(admin_client, db)
).json()
admin_client.post(
f"/api/solutions/{solution['id']}/link-ticket",
data={"ticket_id": ticket.id, "link_type": "adopted"},
data={"ticket_id": ticket.id, "link_type": "referenced"},
content_type="application/json",
)
@@ -65,16 +64,21 @@ def test_list_ticket_solutions_returns_linked_solution_details(admin_client, db)
assert response.status_code == 200
payload = response.json()
assert payload[0]["link_type"] == "adopted"
assert payload[0]["link_type"] == "referenced"
assert payload[0]["solution"]["title"] == "Restart callback worker"
def test_adopt_solution_closes_ticket_and_records_resolution(admin_client, db):
def test_adopt_solution_resolves_ticket_and_records_authoritative_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="TK202607030300",
title="查询采集进度",
description="客户需要确认采集进度",
status="pending",
category=category,
)
solution = Solution.objects.create(
title="查询采集进度处理方案",
@@ -100,12 +104,14 @@ def test_adopt_solution_closes_ticket_and_records_resolution(admin_client, db):
assert payload["solution_usage_count"] == 1
ticket.refresh_from_db()
assert ticket.status == "closed"
assert ticket.resolution_summary == solution.solution
assert ticket.is_resolved is True
assert ticket.status == "resolved"
assert ticket.replied_to_customer is True
assert ticket.resolved_at is not None
assert ticket.closed_at is not None
assert ticket.closed_at is None
resolution = TicketResolution.objects.get(ticket=ticket)
assert resolution.solution_text == solution.solution
assert resolution.root_cause == solution.root_cause
assert resolution.linked_solution == solution
assert TicketSolutionLink.objects.filter(
ticket=ticket,
solution=solution,