feat: init commint

backend/apps/tickets/models.py

@@ -108,6 +108,13 @@ class Ticket(models.Model):
         on_delete=models.SET_NULL,
         related_name="created_tickets",
     )
+    follow_up_of = models.ForeignKey(
+        "self",
+        null=True,
+        blank=True,
+        on_delete=models.SET_NULL,
+        related_name="follow_up_tickets",
+    )
     created_at = models.DateTimeField(auto_now_add=True)
     updated_at = models.DateTimeField(auto_now=True)
     resolved_at = models.DateTimeField(null=True, blank=True)
@@ -286,6 +293,8 @@ class TicketDraft(models.Model):
     message_timeline = models.JSONField(default=list)
     missing_fields = models.JSONField(default=list)
     questions = models.JSONField(default=list)
+    blocking_missing_fields = models.JSONField(default=list)
+    blocking_questions = models.JSONField(default=list)
     guided_rounds = models.PositiveSmallIntegerField(default=0)
     latest_agent_run = models.ForeignKey(
         "agents.AgentRun",
@@ -549,6 +558,7 @@ class TicketSupportAnalysis(models.Model):
     query = models.TextField()
     references = models.JSONField(default=list)
     retrieval_policy = models.JSONField(default=dict)
+    result_mode = models.CharField(max_length=24, default="trusted")
     automation_decision = models.JSONField(default=dict, blank=True)
     applied_solution = models.ForeignKey(
         "solutions.Solution",
@@ -665,6 +675,131 @@ class CustomerReplyRevision(models.Model):
         ]
 
 
+class TicketAutomationRunStatus(models.TextChoices):
+    QUEUED = "queued", "Queued"
+    RUNNING = "running", "Running"
+    WAITING_INPUT = "waiting_input", "Waiting input"
+    WAITING_APPROVAL = "waiting_approval", "Waiting approval"
+    WAITING_DELIVERY = "waiting_delivery", "Waiting delivery"
+    WAITING_CUSTOMER = "waiting_customer", "Waiting customer"
+    COMPLETED = "completed", "Completed"
+    FAILED = "failed", "Failed"
+    CANCELLED = "cancelled", "Cancelled"
+
+
+class TicketAutomationRun(models.Model):
+    """工单端到端自动处理的持久化编排状态。"""
+
+    public_id = models.UUIDField(default=uuid.uuid4, unique=True, editable=False)
+    ticket = models.ForeignKey(
+        Ticket,
+        on_delete=models.CASCADE,
+        related_name="automation_runs",
+    )
+    status = models.CharField(
+        max_length=32,
+        choices=TicketAutomationRunStatus.choices,
+        default=TicketAutomationRunStatus.QUEUED,
+    )
+    current_step = models.CharField(max_length=48, default="intake")
+    policy_snapshot = models.JSONField(default=dict, blank=True)
+    blocking_missing_fields = models.JSONField(default=list, blank=True)
+    blocking_questions = models.JSONField(default=list, blank=True)
+    retry_count = models.PositiveSmallIntegerField(default=0)
+    last_error_code = models.CharField(max_length=80, blank=True)
+    last_error_message = models.TextField(blank=True)
+    next_action_at = models.DateTimeField(null=True, blank=True)
+    support_analysis = models.ForeignKey(
+        TicketSupportAnalysis,
+        null=True,
+        blank=True,
+        on_delete=models.SET_NULL,
+        related_name="automation_runs",
+    )
+    reply_task = models.ForeignKey(
+        CustomerReplyTask,
+        null=True,
+        blank=True,
+        on_delete=models.SET_NULL,
+        related_name="automation_runs",
+    )
+    initiated_by = models.ForeignKey(
+        settings.AUTH_USER_MODEL,
+        null=True,
+        blank=True,
+        on_delete=models.SET_NULL,
+        related_name="initiated_ticket_automation_runs",
+    )
+    approved_by = models.ForeignKey(
+        settings.AUTH_USER_MODEL,
+        null=True,
+        blank=True,
+        on_delete=models.SET_NULL,
+        related_name="approved_ticket_automation_runs",
+    )
+    approved_at = models.DateTimeField(null=True, blank=True)
+    started_at = models.DateTimeField(null=True, blank=True)
+    finished_at = models.DateTimeField(null=True, blank=True)
+    created_at = models.DateTimeField(auto_now_add=True)
+    updated_at = models.DateTimeField(auto_now=True)
+
+    class Meta:
+        ordering = ["-created_at"]
+        constraints = [
+            models.UniqueConstraint(
+                fields=["ticket"],
+                condition=models.Q(
+                    status__in=[
+                        TicketAutomationRunStatus.QUEUED,
+                        TicketAutomationRunStatus.RUNNING,
+                        TicketAutomationRunStatus.WAITING_INPUT,
+                        TicketAutomationRunStatus.WAITING_APPROVAL,
+                        TicketAutomationRunStatus.WAITING_DELIVERY,
+                        TicketAutomationRunStatus.WAITING_CUSTOMER,
+                    ]
+                ),
+                name="unique_active_ticket_automation_run",
+            )
+        ]
+        indexes = [
+            models.Index(
+                fields=["ticket", "status", "created_at"],
+                name="tickets_tic_ticket__f9dbaf_idx",
+            ),
+            models.Index(
+                fields=["status", "next_action_at"],
+                name="tickets_tic_status_9ef355_idx",
+            ),
+        ]
+
+
+class TicketAutomationEvent(models.Model):
+    run = models.ForeignKey(
+        TicketAutomationRun,
+        on_delete=models.CASCADE,
+        related_name="events",
+    )
+    sequence = models.PositiveIntegerField()
+    event_type = models.CharField(max_length=80)
+    payload = models.JSONField(default=dict, blank=True)
+    created_at = models.DateTimeField(auto_now_add=True)
+
+    class Meta:
+        ordering = ["sequence"]
+        constraints = [
+            models.UniqueConstraint(
+                fields=["run", "sequence"],
+                name="unique_ticket_automation_event_sequence",
+            )
+        ]
+        indexes = [
+            models.Index(
+                fields=["run", "sequence"],
+                name="tickets_tic_run_id_d6464b_idx",
+            )
+        ]
+
+
 # Kept temporarily for imports owned by stage 2.1 integrations.
 TicketDraftImage = TicketDraftMaterial