feat: init commint

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]