feat: init commint

backend/apps/tickets/support_analysis.py

@@ -18,25 +18,16 @@ from apps.knowledge.embeddings import KnowledgeEmbeddingError
 from apps.knowledge.models import KnowledgeItem
 from apps.knowledge.services import retrieve_knowledge
 from apps.solutions.models import Solution
-from apps.tickets.models import Ticket, TicketActorSource, TicketSupportAnalysis
+from apps.tickets.models import Ticket, TicketActorSource, TicketStatus, TicketSupportAnalysis
 from apps.tickets.replies import ensure_customer_reply_task
-from apps.tickets.services import (
-    TicketDataError,
-    TicketStatusError,
-    adopt_solution_for_ticket,
-    get_allowed_transitions,
+from apps.tickets.services import get_allowed_transitions
+from apps.tickets.support_contract import (
+    SUPPORT_OUTPUT_FIELDS,
+    missing_support_output_fields,
 )
 
 SUPPORT_AGENT_CODE = "support-analysis"
 RETRIEVAL_POLICY_VERSION = "published_scope_hybrid_rerank_v2"
-SUPPORT_OUTPUT_FIELDS = {
-    "analysis_summary",
-    "troubleshooting_steps",
-    "candidate_solution_ids",
-    "customer_reply_draft",
-    "citations",
-    "auto_resolve_recommended",
-}
 
 
 class SupportAnalysisError(ValueError):
@@ -326,6 +317,10 @@ def retrieve_support_references(ticket: Ticket, *, limit: int = 8) -> tuple[str,
             }
         )
 
+    minimum_score = min(max(float(settings.SUPPORT_REFERENCE_MIN_SCORE), 0.0), 1.0)
+    candidates = [
+        item for item in candidates if float(item.get("score", 0)) >= minimum_score
+    ]
     candidates.sort(key=lambda item: (item["score"], item["source_version"]), reverse=True)
     references = []
     for rank, item in enumerate(candidates[:limit], start=1):
@@ -343,8 +338,7 @@ def validate_support_agent_contract(version: AgentVersion) -> None:
     output_schema = last_step.skill_version.output_schema
     if not isinstance(output_schema, dict) or output_schema.get("type") != "object":
         raise SupportAnalysisError("支持分析 Agent 的最终输出必须是对象")
-    required = set(output_schema.get("required", []))
-    missing = sorted(SUPPORT_OUTPUT_FIELDS - required)
+    missing = missing_support_output_fields(output_schema)
     if missing:
         raise SupportAnalysisError(
             f"支持分析 Agent 最终输出契约缺少字段：{', '.join(missing)}"
@@ -463,10 +457,24 @@ def _automation_decision(
             and not solution.requires_production_change
         ),
         "ticket_not_archived": ticket.archived_at is None,
-        "status_transition_allowed": "resolved"
-        in get_allowed_transitions(
-            ticket.status,
-            ticket.category.code if ticket.category_id else None,
+        "status_transition_allowed": (
+            "resolved"
+            in get_allowed_transitions(
+                ticket.status,
+                ticket.category.code if ticket.category_id else None,
+            )
+            or (
+                "pending_confirm"
+                in get_allowed_transitions(
+                    ticket.status,
+                    ticket.category.code if ticket.category_id else None,
+                )
+                and "resolved"
+                in get_allowed_transitions(
+                    TicketStatus.PENDING_CONFIRM,
+                    ticket.category.code if ticket.category_id else None,
+                )
+            )
         ),
         "no_conflicting_resolution": existing_resolution is None
         or existing_resolution.linked_solution_id in {None, solution.id if solution else None},
@@ -490,6 +498,7 @@ def _automation_decision(
     decision = {
         "policy_version": "support_auto_resolve_v1",
         "status": "eligible" if not reasons else "manual_recommendation",
+        "eligible": not reasons,
         "threshold": threshold,
         "solution_id": solution.id if solution else None,
         "score": round(float(reference.get("score", 0)), 4) if reference else 0.0,
@@ -520,32 +529,22 @@ def process_support_analysis_result(run: AgentRun) -> TicketSupportAnalysis | No
     if analysis.processed_at is not None:
         return analysis
     output = run.final_output if isinstance(run.final_output, dict) else {}
-    ensure_customer_reply_task(
+    reply_task = ensure_customer_reply_task(
         analysis,
         str(output.get("customer_reply_draft") or ""),
     )
+    if reply_task is None:
+        raise SupportAnalysisError("支持分析未生成可发送的客户回复")
     decision, solution = _automation_decision(analysis, output)
+    analysis.result_mode = "trusted" if analysis.references else "manual_only"
     if decision["status"] == "eligible" and solution is not None:
-        try:
-            adopt_solution_for_ticket(
-                analysis.ticket,
-                solution,
-                run.created_by,
-                remark="支持分析 Agent 通过统一策略自动采纳解决方案",
-                source=TicketActorSource.AGENT,
-                agent_run_id=run.id,
-            )
-        except (TicketDataError, TicketStatusError):
-            decision["status"] = "manual_recommendation"
-            decision["reasons"].append("domain_service_rejected")
-        else:
-            decision["status"] = "auto_resolved"
-            decision["applied"] = True
-            analysis.applied_solution = solution
+        # 方案只在技术支持执行“一次批准发送”后采纳，分析阶段不提前改变工单事实。
+        decision["status"] = "waiting_approval"
     analysis.automation_decision = decision
     analysis.processed_at = timezone.now()
     analysis.save(
         update_fields=[
+            "result_mode",
             "automation_decision",
             "applied_solution",
             "processed_at",
@@ -580,7 +579,12 @@ def process_support_analysis_result(run: AgentRun) -> TicketSupportAnalysis | No
 
 
 @transaction.atomic
-def start_ticket_support_analysis(ticket: Ticket, *, created_by=None) -> TicketSupportAnalysis:
+def start_ticket_support_analysis(
+    ticket: Ticket,
+    *,
+    created_by=None,
+    source: str = TicketActorSource.HUMAN,
+) -> TicketSupportAnalysis:
     """为工单创建唯一活动分析并投递绑定正式 Agent 版本的运行。"""
 
     ticket = (
@@ -680,7 +684,7 @@ def start_ticket_support_analysis(ticket: Ticket, *, created_by=None) -> TicketS
             "reference_count": len(references),
         },
         operator=created_by,
-        source=TicketActorSource.HUMAN,
+        source=source,
         agent_run_id=run.id,
         metadata={"retrieval_policy_version": RETRIEVAL_POLICY_VERSION},
     )