feat: init commint

backend/apps/tickets/api.py

@@ -18,6 +18,12 @@ from apps.knowledge.distillation import (
 )
 from apps.knowledge.models import TicketKnowledgeDistillation
 from apps.skills.services import SkillValidationError
+from apps.tickets.automation import (
+    TicketAutomationError,
+    apply_automation_action,
+    approve_and_send,
+    serialize_automation_run,
+)
 from apps.tickets.evaluation import build_intake_quality_metrics, record_evaluation_result
 from apps.tickets.models import (
     CustomerReplyTask,
@@ -25,6 +31,8 @@ from apps.tickets.models import (
     SupportEvaluationCase,
     Ticket,
     TicketAttachment,
+    TicketAutomationRun,
+    TicketAutomationRunStatus,
     TicketCollaborator,
     TicketCollaboratorRole,
     TicketComment,
@@ -51,6 +59,9 @@ from apps.tickets.schemas import (
     SupportQualityMetricsOut,
     TicketAttachmentIn,
     TicketAttachmentOut,
+    TicketAutomationActionIn,
+    TicketAutomationApproveIn,
+    TicketAutomationOut,
     TicketCollaboratorIn,
     TicketCollaboratorOut,
     TicketCommentIn,
@@ -153,6 +164,7 @@ def serialize_ticket(ticket: Ticket) -> dict:
         "current_result": ticket.current_result,
         "requester_id": ticket.requester_id,
         "assignee_id": ticket.assignee_id,
+        "follow_up_of_id": ticket.follow_up_of_id,
         "requester": serialize_ticket_user(ticket.requester),
         "assignee": serialize_ticket_user(ticket.assignee),
         "problem_started_at": ticket.problem_started_at,
@@ -265,6 +277,7 @@ def serialize_support_analysis(item: TicketSupportAnalysis) -> dict:
         "progress_message": run.progress_message,
         "query": item.query,
         "retrieval_policy": item.retrieval_policy,
+        "result_mode": item.result_mode,
         "references": item.references,
         "final_output": run.final_output,
         "automation_decision": item.automation_decision,
@@ -730,6 +743,87 @@ def confirm_customer_reply_task_sent(
     return serialize_customer_reply_task(task)
 
 
+@router.get("/{ticket_id}/automation", response=TicketAutomationOut | None)
+def get_ticket_automation(request, ticket_id: int):
+    require_permission(request, "ticket.view")
+    run = (
+        TicketAutomationRun.objects.select_related("ticket")
+        .filter(ticket_id=ticket_id)
+        .first()
+    )
+    return serialize_automation_run(run) if run is not None else None
+
+
+@router.post("/{ticket_id}/approve-and-send", response=TicketAutomationOut)
+def approve_ticket_automation_and_send(
+    request,
+    ticket_id: int,
+    payload: TicketAutomationApproveIn,
+):
+    require_permission(request, "ticket.reply")
+    require_permission(request, "ticket.resolve")
+    if payload.channel_endpoint_id:
+        require_permission(request, "channel.send")
+    run = (
+        TicketAutomationRun.objects.select_related("ticket", "reply_task")
+        .filter(ticket_id=ticket_id)
+        .first()
+    )
+    if run is None:
+        raise HttpError(404, "工单自动化运行不存在")
+    if run.status in {
+        TicketAutomationRunStatus.WAITING_CUSTOMER,
+        TicketAutomationRunStatus.COMPLETED,
+    } and run.approved_at:
+        return serialize_automation_run(run)
+    if run.ticket.updated_at != payload.expected_ticket_updated_at:
+        raise HttpError(409, "工单已被更新，请刷新后重新确认")
+    try:
+        run = approve_and_send(
+            run,
+            actor=request.user,
+            expected_reply_revision=payload.expected_reply_revision,
+            final_text=payload.final_text,
+            resolution_text=payload.resolution_text,
+            root_cause=payload.root_cause,
+            solution_id=payload.solution_id,
+            channel_endpoint_id=payload.channel_endpoint_id,
+            external_conversation_id=payload.external_conversation_id,
+            manual_delivery_confirmed=payload.manual_delivery_confirmed,
+        )
+    except (TicketAutomationError, CustomerReplyError) as error:
+        raise HttpError(409, str(error)) from error
+    return serialize_automation_run(
+        TicketAutomationRun.objects.select_related("ticket").get(id=run.id)
+    )
+
+
+@router.post("/{ticket_id}/automation/actions", response=TicketAutomationOut)
+def act_on_ticket_automation(
+    request,
+    ticket_id: int,
+    payload: TicketAutomationActionIn,
+):
+    require_permission(request, "ticket.edit")
+    run = (
+        TicketAutomationRun.objects.select_related("ticket")
+        .filter(ticket_id=ticket_id)
+        .first()
+    )
+    if run is None:
+        raise HttpError(404, "工单自动化运行不存在")
+    if payload.action == "retry" and run.current_step == "delivery_failed":
+        require_permission(request, "ticket.reply")
+        require_permission(request, "channel.send")
+    try:
+        run = apply_automation_action(run, payload.action, actor=request.user)
+    except TicketAutomationError as error:
+        raise HttpError(409, str(error)) from error
+    return serialize_automation_run(
+        TicketAutomationRun.objects.select_related("ticket").get(id=run.id)
+    )
+
+
 @router.get("/{ticket_id}", response=TicketOut)
 def get_ticket(request, ticket_id: int):
     require_permission(request, "ticket.view")