feat: init commint

backend/apps/tickets/tests/test_stage_2_3.py

@@ -55,6 +55,8 @@ def test_intake_persists_timeline_creates_unique_task_and_orders_events(monkeypa
                 ],
                 "missing_fields": ["category_code", "environment"],
                 "questions": ["请确认受影响机构。"],
+                "blocking_missing_fields": ["environment"],
+                "blocking_questions": ["请确认受影响机构。"],
             },
         )
 
@@ -90,6 +92,16 @@ def test_missing_info_task_completes_after_required_fields_are_filled():
     publish_intake_agent()
     user = get_user_model().objects.create_user(username="stage-23-editor")
     draft = TicketDraft.objects.create(created_by=user, source_text="无法登录")
+    draft.blocking_missing_fields = [
+        "category_code",
+        "problem_performance",
+        "problem_object",
+        "submitter_name",
+        "submitter_org",
+        "environment",
+    ]
+    draft.blocking_questions = ["请一次补充问题对象、现象和适用环境。"]
+    draft.save(update_fields=["blocking_missing_fields", "blocking_questions", "updated_at"])
     run = create_agent_run_for_draft(draft)
     from apps.tickets.draft_services import _auto_create_ticket
 
@@ -218,6 +230,9 @@ def test_task_api_filters_by_ticket(admin_client):
     publish_intake_agent()
     user = get_user_model().objects.create_user(username="stage-23-task-api")
     draft = TicketDraft.objects.create(created_by=user, source_text="无法登录")
+    draft.blocking_missing_fields = ["problem_object"]
+    draft.blocking_questions = ["请确认发生问题的对象。"]
+    draft.save(update_fields=["blocking_missing_fields", "blocking_questions", "updated_at"])
     run = create_agent_run_for_draft(draft)
     from apps.tickets.draft_services import _auto_create_ticket
 

backend/apps/tickets/tests/test_stage_3_1.py

@@ -5,6 +5,7 @@ import pytest
 from django.contrib.auth import get_user_model
 from django.contrib.auth.models import Permission
 from django.core.management import call_command
+from django.test import override_settings
 
 from apps.agents.models import AgentDefinition, AgentRun
 from apps.agents.tests.helpers import create_deployment
@@ -22,14 +23,16 @@ from apps.tickets.support_analysis import (
     SupportAnalysisError,
     validate_support_analysis_output,
 )
+from apps.tickets.support_contract import SUPPORT_OUTPUT_FIELDS
 
 
 def publish_support_agent():
-    deployment = create_deployment()
+    deployment = create_deployment(structured_output_mode="native_json_schema")
     call_command("publish_support_analysis", deployment_id=deployment.id)
 
 
 @pytest.mark.django_db
+@override_settings(SUPPORT_REFERENCE_MIN_SCORE=0)
 def test_support_analysis_uses_only_published_scoped_references_and_is_audited(
     admin_client,
     django_capture_on_commit_callbacks,
@@ -200,6 +203,7 @@ def test_support_analysis_reuses_active_run_and_rejects_closed_ticket(
 
 
 @pytest.mark.django_db
+@override_settings(SUPPORT_REFERENCE_MIN_SCORE=0)
 def test_support_analysis_output_cannot_escape_frozen_references(
     admin_client,
     django_capture_on_commit_callbacks,
@@ -292,6 +296,7 @@ def test_support_analysis_reports_missing_published_agent(admin_client):
 
 
 @pytest.mark.django_db
+@override_settings(SUPPORT_REFERENCE_MIN_SCORE=0)
 @pytest.mark.parametrize(
     ("citation", "expected_status", "expected_error"),
     [
@@ -360,3 +365,6 @@ def test_publish_support_analysis_command_is_idempotent():
     assert definition.active_version is not None
     assert definition.versions.count() == 1
     assert definition.active_version.steps.count() == 1
+    output_schema = definition.active_version.steps.get().skill_version.output_schema
+    assert set(output_schema["required"]) == SUPPORT_OUTPUT_FIELDS
+    assert set(output_schema["properties"]) == SUPPORT_OUTPUT_FIELDS

backend/apps/tickets/tests/test_stage_3_3.py

@@ -7,7 +7,7 @@ from django.test import override_settings
 from apps.agents.models import AgentDefinition, AgentRun
 from apps.agents.services import build_config_snapshot
 from apps.agents.tests.helpers import create_deployment
-from apps.solutions.models import Solution, TicketResolution, TicketSolutionLink
+from apps.solutions.models import Solution
 from apps.tickets.models import (
     CustomerReplyRevision,
     CustomerReplyTask,
@@ -112,11 +112,13 @@ def build_completed_support_analysis(
 
 @pytest.mark.django_db
 @override_settings(TICKET_AUTO_RESOLVE_ENABLED=True)
-def test_support_analysis_auto_resolves_through_domain_service_and_is_idempotent(
+def test_support_analysis_waits_for_one_approval_and_is_idempotent(
     admin_client,
 ):
     actor = get_user_model().objects.get(is_superuser=True)
     analysis, solution, ticket = build_completed_support_analysis(actor)
+    ticket.status = "in_progress"
+    ticket.save(update_fields=["status", "updated_at"])
 
     process_support_analysis_result(analysis.run)
     process_support_analysis_result(analysis.run)
@@ -124,21 +126,13 @@ def test_support_analysis_auto_resolves_through_domain_service_and_is_idempotent
     analysis.refresh_from_db()
     ticket.refresh_from_db()
     solution.refresh_from_db()
-    resolution = TicketResolution.objects.get(ticket=ticket)
-    assert ticket.status == "resolved"
-    assert resolution.source == "agent"
-    assert resolution.linked_solution == solution
-    assert resolution.agent_run_id == analysis.run_id
-    assert analysis.applied_solution == solution
-    assert analysis.automation_decision["status"] == "auto_resolved"
-    assert analysis.automation_decision["applied"] is True
-    assert solution.usage_count == 1
-    assert TicketSolutionLink.objects.filter(
-        ticket=ticket,
-        solution=solution,
-        link_type="adopted",
-        agent_run_id=analysis.run_id,
-    ).count() == 1
+    assert ticket.status == "in_progress"
+    assert not hasattr(ticket, "resolution")
+    assert analysis.applied_solution_id is None
+    assert analysis.automation_decision["status"] == "waiting_approval"
+    assert analysis.automation_decision["applied"] is False
+    assert CustomerReplyTask.objects.filter(ticket=ticket, status="draft").count() == 1
+    assert solution.usage_count == 0
     assert CustomerReplyTask.objects.filter(ticket=ticket, status="draft").count() == 1
     assert WorkItem.objects.filter(
         ticket=ticket,

backend/apps/tickets/tests/test_stage_3_acceptance.py

@@ -59,7 +59,7 @@ def build_support_analysis(
         title="订单状态未更新",
         description="生产环境订单状态长时间未更新",
         category=category,
-        status="pending",
+        status="in_progress",
         related_system="订单系统",
         environment="生产环境",
     )
@@ -222,7 +222,15 @@ def test_stage_3_real_case_metrics_cover_match_auto_reuse_and_fallback():
         )
     ]
 
-    assert all(result.passed for result in results)
+    for result in results:
+        assert result.passed, {
+            "case": result.case.key,
+            "actual_auto_resolved": result.actual_auto_resolved,
+            "actual_manual_fallback": result.actual_manual_fallback,
+            "matched": result.matched_expected_solution,
+            "citations_valid": result.citations_valid,
+            "decision": result.details["automation_decision"],
+        }
     metrics = build_support_quality_metrics()
     assert metrics["evaluation"]["solution_match_rate"] == 1.0
     assert metrics["evaluation"]["eligible_auto_resolve_rate"] == 1.0

backend/apps/tickets/tests/test_ticket_automation.py

@@ -0,0 +1,204 @@
+import pytest
+from django.contrib.auth import get_user_model
+
+from apps.channels.models import ChannelConversation, ChannelEndpoint, ChannelMessage
+from apps.solutions.models import TicketResolution
+from apps.tickets.automation import (
+    apply_automation_action,
+    approve_and_send,
+    close_due_ticket_automation,
+    handle_customer_feedback,
+    handle_customer_reply_delivery_failed,
+)
+from apps.tickets.models import (
+    CustomerReplyTask,
+    Ticket,
+    TicketAutomationEvent,
+    TicketAutomationRun,
+    TicketAutomationRunStatus,
+)
+from apps.workitems.models import WorkItem, WorkItemStatus, WorkItemType
+
+
+@pytest.mark.django_db(transaction=True)
+def test_one_approval_resolves_and_closes_without_duplicate_business_facts():
+    actor = get_user_model().objects.create_superuser(
+        username="automation-approver",
+        password="test-password",
+    )
+    ticket = Ticket.objects.create(
+        ticket_no="TK-AUTO-0001",
+        title="登录回调后仍停留在登录页",
+        description="生产环境登录回调成功，但页面没有跳转。",
+        status="pending_confirm",
+    )
+    reply_task = CustomerReplyTask.objects.create(
+        ticket=ticket,
+        status="draft",
+        draft_text="您好，请重新登录并确认页面已恢复。",
+        final_text="您好，请重新登录并确认页面已恢复。",
+        revision=1,
+    )
+    run = TicketAutomationRun.objects.create(
+        ticket=ticket,
+        status=TicketAutomationRunStatus.WAITING_APPROVAL,
+        current_step="approve_and_send",
+        reply_task=reply_task,
+        policy_snapshot={
+            "policy_version": "test",
+            "auto_close_hours": 24,
+            "max_retries": 2,
+        },
+    )
+
+    approve_and_send(
+        run,
+        actor=actor,
+        expected_reply_revision=1,
+        final_text=reply_task.final_text,
+        resolution_text="认证回调状态已恢复，会话可以正常写入。",
+        manual_delivery_confirmed=True,
+    )
+
+    ticket.refresh_from_db()
+    run.refresh_from_db()
+    reply_task.refresh_from_db()
+    assert ticket.status == "resolved"
+    assert reply_task.status == "sent"
+    assert run.status == TicketAutomationRunStatus.WAITING_CUSTOMER
+    assert run.next_action_at is not None
+    assert TicketResolution.objects.filter(ticket=ticket, source="system").count() == 1
+    assert not WorkItem.objects.filter(
+        ticket=ticket,
+        task_type=WorkItemType.TICKET_CLOSE,
+        status=WorkItemStatus.ACTIVE,
+    ).exists()
+
+    # 浏览器重复提交相同批准不会产生第二条回复、解决记录或关闭计划。
+    approve_and_send(
+        run,
+        actor=actor,
+        expected_reply_revision=1,
+        final_text=reply_task.final_text,
+        resolution_text="认证回调状态已恢复，会话可以正常写入。",
+        manual_delivery_confirmed=True,
+    )
+    assert CustomerReplyTask.objects.filter(ticket=ticket).count() == 1
+    assert TicketResolution.objects.filter(ticket=ticket).count() == 1
+    assert TicketAutomationEvent.objects.filter(
+        run=run,
+        event_type="waiting_customer",
+    ).count() == 1
+
+    assert close_due_ticket_automation(run.id, force=True) is True
+    assert close_due_ticket_automation(run.id, force=True) is False
+    ticket.refresh_from_db()
+    run.refresh_from_db()
+    assert ticket.status == "closed"
+    assert run.status == TicketAutomationRunStatus.COMPLETED
+    assert TicketAutomationEvent.objects.filter(
+        run=run,
+        event_type="completed",
+    ).count() == 1
+
+
+@pytest.mark.django_db(transaction=True)
+def test_negative_feedback_after_close_creates_one_linked_follow_up_ticket():
+    source = Ticket.objects.create(
+        ticket_no="TK-AUTO-0002",
+        title="登录问题已关闭",
+        description="登录回调问题已经恢复。",
+        status="closed",
+        priority="high",
+        environment="生产环境",
+        related_system="统一身份平台",
+    )
+    run = TicketAutomationRun.objects.create(
+        ticket=source,
+        status=TicketAutomationRunStatus.COMPLETED,
+        current_step="closed",
+        policy_snapshot={"policy_version": "test"},
+    )
+
+    assert handle_customer_feedback(source.id, "还是不行，登录后继续报错") == (
+        "follow_up_created"
+    )
+    assert handle_customer_feedback(source.id, "还是不行，登录后继续报错") == (
+        "follow_up_created"
+    )
+
+    follow_up = Ticket.objects.get(follow_up_of=source)
+    assert follow_up.status == "pending"
+    assert follow_up.priority == "high"
+    assert follow_up.environment == "生产环境"
+    assert source.follow_up_tickets.count() == 1
+    assert source.events.filter(event_type="follow_up_created").count() == 1
+    assert run.events.filter(event_type="follow_up_created").count() == 1
+
+
+@pytest.mark.django_db(transaction=True)
+def test_failed_channel_delivery_retries_the_same_outbound_message(monkeypatch):
+    actor = get_user_model().objects.create_superuser(
+        username="automation-retry",
+        password="test-password",
+    )
+    ticket = Ticket.objects.create(
+        ticket_no="TK-AUTO-0003",
+        title="渠道重试",
+        description="验证渠道失败后的幂等重试。",
+        status="pending_confirm",
+    )
+    reply_task = CustomerReplyTask.objects.create(
+        ticket=ticket,
+        status="approved",
+        draft_text="请确认恢复结果。",
+        final_text="请确认恢复结果。",
+        revision=1,
+    )
+    run = TicketAutomationRun.objects.create(
+        ticket=ticket,
+        status=TicketAutomationRunStatus.WAITING_DELIVERY,
+        current_step="wait_delivery",
+        reply_task=reply_task,
+        approved_by=actor,
+        policy_snapshot={"policy_version": "test"},
+    )
+    endpoint = ChannelEndpoint.objects.create(name="自动化重试渠道")
+    conversation = ChannelConversation.objects.create(
+        endpoint=endpoint,
+        external_conversation_id="retry-conversation",
+        ticket=ticket,
+    )
+    message = ChannelMessage.objects.create(
+        endpoint=endpoint,
+        conversation=conversation,
+        ticket=ticket,
+        customer_reply_task=reply_task,
+        reply_revision=1,
+        direction="outbound",
+        idempotency_key="automation-retry-message",
+        text=reply_task.final_text,
+        status="failed",
+        error_message="上游超时",
+        created_by=actor,
+    )
+    queued = []
+    monkeypatch.setattr(
+        "apps.channels.tasks.deliver_channel_message_task.delay",
+        lambda message_id: queued.append(message_id),
+    )
+
+    handle_customer_reply_delivery_failed(reply_task.id, "上游超时")
+    run.refresh_from_db()
+    assert run.current_step == "delivery_failed"
+    assert run.last_error_code == "channel_delivery_failed"
+
+    apply_automation_action(run, "retry", actor=actor)
+
+    run.refresh_from_db()
+    message.refresh_from_db()
+    assert message.status == "queued"
+    assert message.idempotency_key == "automation-retry-message"
+    assert run.current_step == "wait_delivery"
+    assert run.last_error_message == ""
+    assert queued == [message.id]