feat: init commint

backend/apps/tickets/services.py

@@ -316,6 +316,113 @@ def create_ticket_from_fields(
     return ticket
 
 
+@transaction.atomic
+def create_follow_up_ticket(
+    source_ticket: Ticket,
+    customer_feedback: str,
+    *,
+    operator=None,
+) -> Ticket:
+    """为已关闭工单的新负向反馈创建唯一活动后续工单。
+
+    已关闭记录保持不可变；后续问题继承必要上下文但不继承处理人，自动化未就绪时
+    仍可按普通工单人工接管。
+    """
+
+    source_ticket = (
+        Ticket.objects.select_for_update(of=("self",))
+        .select_related("category", "requester", "created_by")
+        .get(id=source_ticket.id)
+    )
+    if source_ticket.status != TicketStatus.CLOSED:
+        raise TicketStatusError("只有已关闭工单才能创建后续工单")
+    existing = (
+        source_ticket.follow_up_tickets.exclude(status=TicketStatus.CLOSED)
+        .order_by("-created_at")
+        .first()
+    )
+    if existing is not None:
+        return existing
+    feedback = customer_feedback.strip()
+    if not feedback:
+        raise TicketDataError("客户反馈不能为空")
+    actor = operator or source_ticket.requester or source_ticket.created_by
+    ticket = Ticket.objects.create(
+        ticket_no=next_ticket_no(),
+        title=f"后续问题：{feedback[:170]}"[:200],
+        description=feedback,
+        category=source_ticket.category,
+        status=TicketStatus.PENDING,
+        priority=source_ticket.priority,
+        problem_performance=feedback,
+        problem_object=source_ticket.problem_object,
+        submitter_name=source_ticket.submitter_name,
+        submitter_org=source_ticket.submitter_org,
+        impact_scope=source_ticket.impact_scope,
+        environment=source_ticket.environment,
+        related_system=source_ticket.related_system,
+        product_name=source_ticket.product_name,
+        module_name=source_ticket.module_name,
+        tags=source_ticket.tags,
+        attempted_actions=source_ticket.attempted_actions,
+        error_information=source_ticket.error_information,
+        customer_request=source_ticket.customer_request,
+        current_result=f"客户在原工单关闭后反馈：{feedback}",
+        requester=source_ticket.requester,
+        created_by=actor,
+        follow_up_of=source_ticket,
+        customer_last_message_at=timezone.now(),
+    )
+    TicketEvent.objects.create(
+        ticket=ticket,
+        event_type="created",
+        to_value={
+            "status": ticket.status,
+            "category_code": ticket.category.code if ticket.category_id else None,
+        },
+        operator=operator,
+        source=TicketActorSource.CHANNEL,
+        metadata={
+            "creation_mode": "closed_ticket_follow_up",
+            "source_ticket_id": source_ticket.id,
+        },
+    )
+    TicketEvent.objects.create(
+        ticket=source_ticket,
+        event_type="follow_up_created",
+        to_value={"follow_up_ticket_id": ticket.id, "ticket_no": ticket.ticket_no},
+        operator=operator,
+        source=TicketActorSource.SYSTEM,
+        metadata={"customer_feedback": feedback[:1000]},
+    )
+    for field_name, value in {
+        "description": feedback,
+        "problem_performance": feedback,
+        "current_result": ticket.current_result,
+    }.items():
+        record_field_evidence(
+            ticket,
+            field_name,
+            value,
+            source=TicketActorSource.CHANNEL,
+            operator=operator,
+            evidence={"source_ticket_id": source_ticket.id},
+        )
+    from apps.tickets.similarity import schedule_ticket_similarity_refresh
+
+    schedule_ticket_similarity_refresh(ticket)
+    ticket_id = ticket.id
+
+    def start_follow_up_automation() -> None:
+        from apps.tickets.automation import start_ticket_automation
+
+        follow_up = Ticket.objects.get(id=ticket_id)
+        start_ticket_automation(follow_up, initiated_by=actor)
+
+    transaction.on_commit(start_follow_up_automation)
+    return ticket
+
+
 @transaction.atomic
 def create_ticket_from_intake(
     fields: dict,
@@ -828,6 +935,58 @@ def transition_ticket(
     return ticket
 
 
+@transaction.atomic
+def reopen_ticket(
+    ticket: Ticket,
+    *,
+    operator=None,
+    remark: str = "客户反馈问题仍未解决，恢复处理",
+    source: str = TicketActorSource.SYSTEM,
+) -> Ticket:
+    """在保留既有事件和解决记录的前提下开启新一轮处理。"""
+
+    ticket = Ticket.objects.select_for_update(of=("self",)).get(id=ticket.id)
+    if ticket.status != TicketStatus.RESOLVED:
+        raise TicketStatusError("只有已解决且尚未关闭的工单可以恢复处理")
+    from_status = ticket.status
+    ticket.status = TicketStatus.IN_PROGRESS
+    ticket.resolved_at = None
+    ticket.closed_at = None
+    ticket.replied_to_customer = False
+    ticket.save(
+        update_fields=[
+            "status",
+            "resolved_at",
+            "closed_at",
+            "replied_to_customer",
+            "updated_at",
+        ]
+    )
+    from apps.workitems.services import sync_ticket_close_work_item
+
+    sync_ticket_close_work_item(ticket, actor=operator)
+    TicketEvent.objects.create(
+        ticket=ticket,
+        event_type="ticket_reopened",
+        from_value={"status": from_status},
+        to_value={"status": TicketStatus.IN_PROGRESS},
+        operator=operator,
+        source=source,
+        remark=remark,
+    )
+    OperationAuditLog.objects.create(
+        user=operator,
+        module="tickets",
+        action="ticket_reopened",
+        target_type="ticket",
+        target_id=str(ticket.id),
+        request_snapshot={"source": source, "remark": remark},
+        result="success",
+    )
+    schedule_ticket_search_index(ticket.id)
+    return ticket
+
+
 @transaction.atomic
 def adopt_solution_for_ticket(
     ticket: Ticket,