feat: add trusted ticket intake backend

.env.example

@@ -17,9 +17,15 @@ CELERY_BROKER_URL=redis://redis:6379/0
 CELERY_RESULT_BACKEND=redis://redis:6379/1
 AI_CREDENTIAL_ENCRYPTION_KEY=
 AI_RUN_RETENTION_DAYS=90
+TICKET_DRAFT_RETENTION_HOURS=24
 
 MINIO_ROOT_USER=minio
 MINIO_ROOT_PASSWORD=minio123
+MINIO_ENDPOINT=minio:9000
+MINIO_ACCESS_KEY=minio
+MINIO_SECRET_KEY=minio123
+MINIO_BUCKET=ai-ticket-platform
+MINIO_SECURE=false
 
 VITE_API_BASE_URL=/api
 API_PROXY_TARGET=http://backend:8000

backend/apps/accounts/permissions.py

@@ -11,6 +11,7 @@ class PermissionSpec:
 PERMISSIONS: tuple[PermissionSpec, ...] = (
     PermissionSpec("ticket.view", "查看工单", "工单"),
     PermissionSpec("ticket.create", "创建工单", "工单"),
+    PermissionSpec("ticket.ai_draft", "使用 AI 建单草稿", "工单"),
     PermissionSpec("ticket.edit", "编辑工单", "工单"),
     PermissionSpec("ticket.export", "导出工单", "工单"),
     PermissionSpec("ticket.assign", "分派工单", "工单"),
@@ -50,6 +51,7 @@ DEFAULT_GROUPS: dict[str, tuple[str, ...]] = {
     "技术支持": (
         "ticket.view",
         "ticket.create",
+        "ticket.ai_draft",
         "ticket.edit",
         "ticket.assign",
         "ticket.close",
@@ -60,6 +62,7 @@ DEFAULT_GROUPS: dict[str, tuple[str, ...]] = {
     "普通建单人": (
         "ticket.view",
         "ticket.create",
+        "ticket.ai_draft",
         "knowledge.view",
         "solution.view",
     ),

backend/apps/agents/management/commands/seed_ticket_intake.py

@@ -0,0 +1,159 @@
+from django.core.management.base import BaseCommand, CommandError
+from django.db import transaction
+from django.utils import timezone
+
+from apps.agents.models import AgentDefinition, AgentStepBinding, AgentVersion
+from apps.modelhub.models import ModelDeployment
+from apps.skills.models import SkillDefinition, SkillVersion
+
+TICKET_FIELDS = {
+    "type": "object",
+    "properties": {
+        "title": {"type": "string"},
+        "description": {"type": "string"},
+        "category_code": {"type": "string"},
+        "priority": {"type": "string", "enum": ["low", "medium", "high", "urgent"]},
+        "problem_performance": {"type": "string"},
+        "problem_object": {"type": "string"},
+        "submitter_name": {"type": "string"},
+        "submitter_org": {"type": "string"},
+        "impact_scope": {"type": "string"},
+        "environment": {"type": "string"},
+        "related_system": {"type": "string"},
+    },
+    "required": [
+        "title",
+        "description",
+        "category_code",
+        "priority",
+        "problem_performance",
+        "problem_object",
+        "submitter_name",
+        "submitter_org",
+        "impact_scope",
+        "environment",
+        "related_system",
+    ],
+    "additionalProperties": False,
+}
+
+AGENT_INPUT_SCHEMA = {
+    "type": "object",
+    "properties": {
+        "source_text": {"type": "string"},
+        "current_fields": {"type": "object"},
+        "messages": {"type": "array", "items": {"type": "object"}},
+        "image_refs": {"type": "array", "items": {"type": "object"}},
+    },
+    "required": ["source_text", "current_fields", "messages", "image_refs"],
+}
+
+OUTPUT_SCHEMA = {
+    "type": "object",
+    "properties": {
+        "fields": TICKET_FIELDS,
+        "missing_fields": {"type": "array", "items": {"type": "string"}},
+        "questions": {"type": "array", "items": {"type": "string"}},
+    },
+    "required": ["fields", "missing_fields", "questions"],
+    "additionalProperties": False,
+}
+
+
+class Command(BaseCommand):
+    help = "Create and publish the single-step ticket intake Agent and Skill."
+
+    def add_arguments(self, parser):
+        parser.add_argument("--deployment-id", type=int)
+
+    @transaction.atomic
+    def handle(self, *args, **options):
+        deployments = ModelDeployment.objects.filter(enabled=True, provider__enabled=True)
+        deployment_id = options.get("deployment_id")
+        deployment = (
+            deployments.filter(id=deployment_id).first() if deployment_id else deployments.first()
+        )
+        if deployment is None:
+            raise CommandError("请先配置并启用模型渠道和模型配置")
+
+        skill, _ = SkillDefinition.objects.get_or_create(
+            code="ticket-draft",
+            defaults={"name": "可信建单草稿", "description": "从描述与追问答案生成工单草稿。"},
+        )
+        skill_version = skill.versions.filter(status="published").order_by("-version").first()
+        if skill_version is None:
+            next_version = (
+                skill.versions.order_by("-version").values_list("version", flat=True).first() or 0
+            ) + 1
+            skill_version = SkillVersion.objects.create(
+                definition=skill,
+                version=next_version,
+                status="published",
+                prompt_template=(
+                    "根据用户原始描述 {{ input.source_text }}、"
+                    "当前字段 {{ input.current_fields }}、"
+                    "逐问记录 {{ input.messages }} 以及随消息提供的可选图片，生成完整工单草稿。"
+                    "分类代码只能使用 business_issue、operation_issue、"
+                    "data_issue、technical_issue。"
+                    "无法可靠判断的值使用空字符串并列入 missing_fields，同时为缺失项生成简洁问题。"
+                    "只输出符合 Schema 的 JSON。"
+                ),
+                input_schema=AGENT_INPUT_SCHEMA,
+                output_schema=OUTPUT_SCHEMA,
+                example_input={
+                    "source_text": "生产环境采集任务两小时没有更新",
+                    "current_fields": {},
+                    "messages": [],
+                    "image_refs": [],
+                },
+                published_at=timezone.now(),
+            )
+        skill.active_version = skill_version
+        skill.save(update_fields=["active_version", "updated_at"])
+
+        agent, _ = AgentDefinition.objects.get_or_create(
+            code="ticket-intake",
+            defaults={"name": "可信建单 Agent", "description": "单步生成可审核的结构化工单草稿。"},
+        )
+        version = agent.versions.filter(status="published").order_by("-version").first()
+        if version is None:
+            next_version = (
+                agent.versions.order_by("-version").values_list("version", flat=True).first() or 0
+            ) + 1
+            version = AgentVersion.objects.create(
+                definition=agent,
+                version=next_version,
+                status="published",
+                model_deployment=deployment,
+                system_prompt=(
+                    "你是企业技术支持建单助手。不得创建工单，只生成待用户审核的 JSON 草稿；"
+                    "不得臆造机构、联系人、环境或影响范围。"
+                ),
+                input_schema=AGENT_INPUT_SCHEMA,
+                example_input={
+                    "source_text": "生产环境采集任务两小时没有更新",
+                    "current_fields": {},
+                    "messages": [],
+                    "image_refs": [],
+                },
+                published_at=timezone.now(),
+            )
+            AgentStepBinding.objects.create(
+                agent_version=version,
+                code="draft",
+                order=1,
+                skill_version=skill_version,
+                input_mapping={
+                    "source_text": "$input.source_text",
+                    "current_fields": "$input.current_fields",
+                    "messages": "$input.messages",
+                    "image_refs": "$input.image_refs",
+                },
+            )
+        agent.active_version = version
+        agent.save(update_fields=["active_version", "updated_at"])
+        self.stdout.write(
+            self.style.SUCCESS(
+                f"Published ticket-intake v{version.version} with deployment {deployment.id}."
+            )
+        )

backend/apps/agents/migrations/0002_agentartifact.py

@@ -0,0 +1,62 @@
+# Generated by Django 5.2.15 on 2026-07-16 11:13
+
+import uuid
+
+import django.db.models.deletion
+from django.conf import settings
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+    dependencies = [
+        ("agents", "0001_initial"),
+        migrations.swappable_dependency(settings.AUTH_USER_MODEL),
+    ]
+
+    operations = [
+        migrations.CreateModel(
+            name="AgentArtifact",
+            fields=[
+                (
+                    "id",
+                    models.BigAutoField(
+                        auto_created=True, primary_key=True, serialize=False, verbose_name="ID"
+                    ),
+                ),
+                ("public_id", models.UUIDField(default=uuid.uuid4, editable=False, unique=True)),
+                ("artifact_type", models.CharField(max_length=80)),
+                ("schema_version", models.PositiveIntegerField(default=1)),
+                ("payload", models.JSONField(default=dict)),
+                ("created_at", models.DateTimeField(auto_now_add=True)),
+                (
+                    "created_by",
+                    models.ForeignKey(
+                        blank=True,
+                        null=True,
+                        on_delete=django.db.models.deletion.SET_NULL,
+                        related_name="agent_artifacts",
+                        to=settings.AUTH_USER_MODEL,
+                    ),
+                ),
+                (
+                    "run",
+                    models.ForeignKey(
+                        blank=True,
+                        null=True,
+                        on_delete=django.db.models.deletion.SET_NULL,
+                        related_name="artifacts",
+                        to="agents.agentrun",
+                    ),
+                ),
+            ],
+            options={
+                "ordering": ["-created_at"],
+                "indexes": [
+                    models.Index(
+                        fields=["artifact_type", "created_at"],
+                        name="agents_agen_artifac_55ea60_idx",
+                    )
+                ],
+            },
+        ),
+    ]

backend/apps/agents/models.py

@@ -158,6 +158,32 @@ class AgentRun(models.Model):
         ]
 
 
+class AgentArtifact(models.Model):
+    public_id = models.UUIDField(default=uuid.uuid4, unique=True, editable=False)
+    run = models.ForeignKey(
+        AgentRun,
+        null=True,
+        blank=True,
+        on_delete=models.SET_NULL,
+        related_name="artifacts",
+    )
+    artifact_type = models.CharField(max_length=80)
+    schema_version = models.PositiveIntegerField(default=1)
+    payload = models.JSONField(default=dict)
+    created_by = models.ForeignKey(
+        settings.AUTH_USER_MODEL,
+        null=True,
+        blank=True,
+        on_delete=models.SET_NULL,
+        related_name="agent_artifacts",
+    )
+    created_at = models.DateTimeField(auto_now_add=True)
+
+    class Meta:
+        ordering = ["-created_at"]
+        indexes = [models.Index(fields=["artifact_type", "created_at"])]
+
+
 class AgentRunStep(models.Model):
     run = models.ForeignKey(AgentRun, on_delete=models.CASCADE, related_name="steps")
     code = models.CharField(max_length=80)

backend/apps/agents/services.py

@@ -196,16 +196,29 @@ def _invoke_for_step(
     step: AgentRunStep,
     prompt: str,
     attempt_type: str,
+    image_parts: list[dict] | None = None,
 ) -> ModelInvocation:
     version = run.agent_version
     messages = []
     if version.system_prompt:
         messages.append({"role": "system", "content": version.system_prompt})
-    messages.append({"role": "user", "content": prompt})
+    user_content: str | list[dict] = prompt
+    if image_parts:
+        user_content = [{"type": "text", "text": prompt}, *image_parts]
+    messages.append({"role": "user", "content": user_content})
+    snapshot_messages = [
+        {"role": item["role"], "content": prompt if item["role"] == "user" else item["content"]}
+        for item in messages
+    ]
     invocation = ModelInvocation.objects.create(
         deployment=version.model_deployment,
         invocation_type="agent_step",
-        input_snapshot={"messages": messages, "run_id": str(run.public_id), "step": step.code},
+        input_snapshot={
+            "messages": snapshot_messages,
+            "image_refs": run.input_payload.get("image_refs", []) if image_parts else [],
+            "run_id": str(run.public_id),
+            "step": step.code,
+        },
         created_by=run.created_by,
     )
     execute_invocation(
@@ -250,7 +263,7 @@ def _repair_output(
     return invocation
 
 
-def execute_agent_run(run_id: int) -> AgentRun:
+def execute_agent_run(run_id: int, *, image_parts: list[dict] | None = None) -> AgentRun:
     run = AgentRun.objects.select_related(
         "definition",
         "agent_version__model_deployment__provider",
@@ -294,7 +307,7 @@ def execute_agent_run(run_id: int) -> AgentRun:
                 step.input_payload = step_input
                 step.save(update_fields=["input_payload"])
                 prompt = render_prompt(binding.skill_version.prompt_template, step_input)
-                invocation = _invoke_for_step(run, step, prompt, "initial")
+                invocation = _invoke_for_step(run, step, prompt, "initial", image_parts)
                 if invocation.status != "succeeded":
                     raise AgentValidationError(invocation.error_message or "模型调用失败")
                 try:

backend/apps/agents/tests/test_runtime.py

@@ -128,6 +128,37 @@ def test_cancellation_after_model_response_stops_following_steps(db, monkeypatch
     assert run.final_output is None
 
 
+def test_multimodal_request_keeps_base64_out_of_database_snapshots(db, monkeypatch):
+    _, version = create_agent(two_steps=False)
+    captured = {}
+
+    def request(deployment, messages, **kwargs):
+        captured["messages"] = messages
+        return CompletionResult('{"summary":"识别到截图"}', 8, 3)
+
+    monkeypatch.setattr("apps.modelhub.services._request_completion", request)
+    run = create_run(version)
+    run.input_payload["image_refs"] = [
+        {"object_path": "ticket-drafts/proof.png", "mime_type": "image/png"}
+    ]
+    run.save(update_fields=["input_payload"])
+
+    execute_agent_run(
+        run.id,
+        image_parts=[
+            {
+                "type": "image_url",
+                "image_url": {"url": "data:image/png;base64,c2Vuc2l0aXZl"},
+            }
+        ],
+    )
+
+    invocation = run.steps.get().attempts.get(attempt_type="initial").model_invocation
+    assert "base64" in str(captured["messages"])
+    assert "base64" not in str(invocation.input_snapshot)
+    assert invocation.input_snapshot["image_refs"][0]["object_path"].endswith("proof.png")
+
+
 def test_soft_time_limit_marks_run_timed_out_and_audits(db, monkeypatch):
     _, version = create_agent()
     run = create_run(version)

backend/apps/modelhub/api.py

@@ -1,4 +1,5 @@
 from django.db import IntegrityError
+from django.utils import timezone
 from ninja import Router
 from ninja.errors import HttpError
 
@@ -31,6 +32,14 @@ def serialize_provider(provider: ModelProvider) -> dict:
         "default_timeout_seconds": provider.default_timeout_seconds,
         "credential_set": bool(provider.api_key_encrypted),
         "credential_masked": mask_secret(provider.api_key_encrypted),
+        "image_egress_approved": provider.image_egress_approved,
+        "image_egress_approved_by": (
+            provider.image_egress_approved_by.get_full_name()
+            or provider.image_egress_approved_by.username
+            if provider.image_egress_approved_by_id
+            else None
+        ),
+        "image_egress_approved_at": provider.image_egress_approved_at,
         "created_at": provider.created_at,
         "updated_at": provider.updated_at,
     }
@@ -65,7 +74,10 @@ def audit(user, action: str, target_type: str, target_id: str, snapshot: dict) -
 @router.get("/providers", response=list[ModelProviderOut])
 def list_providers(request):
     require_permission(request, "model.manage")
-    return [serialize_provider(provider) for provider in ModelProvider.objects.all()]
+    return [
+        serialize_provider(provider)
+        for provider in ModelProvider.objects.select_related("image_egress_approved_by")
+    ]
 
 
 @router.post("/providers", response=ModelProviderOut)
@@ -81,6 +93,9 @@ def create_provider(request, payload: ModelProviderIn):
             api_key_encrypted=encrypted,
             enabled=payload.enabled,
             default_timeout_seconds=payload.default_timeout_seconds,
+            image_egress_approved=payload.image_egress_approved,
+            image_egress_approved_by=request.user if payload.image_egress_approved else None,
+            image_egress_approved_at=timezone.now() if payload.image_egress_approved else None,
             created_by=request.user,
         )
     except CredentialEncryptionError as error:
@@ -97,6 +112,7 @@ def update_provider(request, provider_id: int, payload: ModelProviderUpdateIn):
     provider = ModelProvider.objects.get(id=provider_id)
     values = payload.dict(exclude_unset=True)
     api_key = values.pop("api_key", None)
+    image_egress_approved = values.pop("image_egress_approved", None)
     if api_key:
         try:
             provider.api_key_encrypted = encrypt_secret(api_key)
@@ -106,13 +122,22 @@ def update_provider(request, provider_id: int, payload: ModelProviderUpdateIn):
         raise HttpError(400, "Timeout must be between 1 and 300 seconds")
     for field, value in values.items():
         setattr(provider, field, value.rstrip("/") if field == "base_url" else value)
+    if image_egress_approved is not None:
+        provider.image_egress_approved = image_egress_approved
+        provider.image_egress_approved_by = request.user if image_egress_approved else None
+        provider.image_egress_approved_at = timezone.now() if image_egress_approved else None
     provider.save()
     audit(
         request.user,
         "update",
         "model_provider",
         str(provider.id),
-        {"fields": sorted(values), "credential_replaced": bool(api_key)},
+        {
+            "fields": sorted(
+                [*values, *(["image_egress_approved"] if image_egress_approved is not None else [])]
+            ),
+            "credential_replaced": bool(api_key),
+        },
     )
     return serialize_provider(provider)
 
@@ -133,6 +158,8 @@ def create_deployment(request, payload: ModelDeploymentIn):
         raise HttpError(400, "Temperature must be between 0 and 2")
     if not 1 <= payload.max_output_tokens <= 32768:
         raise HttpError(400, "Max output tokens are out of range")
+    if payload.capability not in {"text_chat", "vision_chat"}:
+        raise HttpError(400, "Unknown model capability")
     deployment = ModelDeployment.objects.create(**payload.dict())
     deployment = ModelDeployment.objects.select_related("provider").get(id=deployment.id)
     audit(
@@ -150,6 +177,8 @@ def update_deployment(request, deployment_id: int, payload: ModelDeploymentUpdat
     require_permission(request, "model.manage")
     deployment = ModelDeployment.objects.select_related("provider").get(id=deployment_id)
     values = payload.dict(exclude_unset=True)
+    if "capability" in values and values["capability"] not in {"text_chat", "vision_chat"}:
+        raise HttpError(400, "Unknown model capability")
     for field, value in values.items():
         setattr(deployment, field, value)
     deployment.save()

backend/apps/modelhub/migrations/0002_modelprovider_image_egress_approved_and_more.py

@@ -0,0 +1,36 @@
+# Generated by Django 5.2.15 on 2026-07-16 11:13
+
+import django.db.models.deletion
+from django.conf import settings
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+    dependencies = [
+        ("modelhub", "0001_initial"),
+        migrations.swappable_dependency(settings.AUTH_USER_MODEL),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name="modelprovider",
+            name="image_egress_approved",
+            field=models.BooleanField(default=False),
+        ),
+        migrations.AddField(
+            model_name="modelprovider",
+            name="image_egress_approved_at",
+            field=models.DateTimeField(blank=True, null=True),
+        ),
+        migrations.AddField(
+            model_name="modelprovider",
+            name="image_egress_approved_by",
+            field=models.ForeignKey(
+                blank=True,
+                null=True,
+                on_delete=django.db.models.deletion.SET_NULL,
+                related_name="approved_image_model_providers",
+                to=settings.AUTH_USER_MODEL,
+            ),
+        ),
+    ]

backend/apps/modelhub/models.py

@@ -10,6 +10,15 @@ class ModelProvider(models.Model):
     api_key_encrypted = models.TextField(blank=True)
     enabled = models.BooleanField(default=True)
     default_timeout_seconds = models.PositiveIntegerField(default=60)
+    image_egress_approved = models.BooleanField(default=False)
+    image_egress_approved_by = models.ForeignKey(
+        settings.AUTH_USER_MODEL,
+        null=True,
+        blank=True,
+        on_delete=models.SET_NULL,
+        related_name="approved_image_model_providers",
+    )
+    image_egress_approved_at = models.DateTimeField(null=True, blank=True)
     created_by = models.ForeignKey(
         settings.AUTH_USER_MODEL,
         null=True,

backend/apps/modelhub/schemas.py

@@ -11,6 +11,7 @@ class ModelProviderIn(Schema):
     api_key: str
     enabled: bool = True
     default_timeout_seconds: int = 60
+    image_egress_approved: bool = False
 
 
 class ModelProviderUpdateIn(Schema):
@@ -19,6 +20,7 @@ class ModelProviderUpdateIn(Schema):
     api_key: str | None = None
     enabled: bool | None = None
     default_timeout_seconds: int | None = None
+    image_egress_approved: bool | None = None
 
 
 class ModelProviderOut(Schema):
@@ -29,6 +31,9 @@ class ModelProviderOut(Schema):
     default_timeout_seconds: int
     credential_set: bool
     credential_masked: str
+    image_egress_approved: bool
+    image_egress_approved_by: str | None
+    image_egress_approved_at: datetime | None
     created_at: datetime
     updated_at: datetime
 
@@ -37,6 +42,7 @@ class ModelDeploymentIn(Schema):
     provider_id: int
     display_name: str
     model_name: str
+    capability: str = "text_chat"
     default_temperature: float = 0.2
     max_output_tokens: int = 2048
     enabled: bool = True
@@ -45,6 +51,7 @@ class ModelDeploymentIn(Schema):
 class ModelDeploymentUpdateIn(Schema):
     display_name: str | None = None
     model_name: str | None = None
+    capability: str | None = None
     default_temperature: float | None = None
     max_output_tokens: int | None = None
     enabled: bool | None = None

backend/apps/modelhub/services.py

@@ -1,5 +1,6 @@
 from dataclasses import dataclass
 from time import monotonic, sleep
+from typing import Any
 
 from django.utils import timezone
 from openai import (
@@ -33,7 +34,7 @@ class ModelGatewayError(RuntimeError):
 
 def _request_completion(
     deployment: ModelDeployment,
-    messages: list[dict[str, str]],
+    messages: list[dict[str, Any]],
     *,
     temperature: float,
     max_output_tokens: int,
@@ -79,7 +80,7 @@ def _error_details(error: Exception) -> tuple[str, str, bool]:
 
 def execute_invocation(
     invocation: ModelInvocation,
-    messages: list[dict[str, str]],
+    messages: list[dict[str, Any]],
     *,
     temperature: float | None = None,
     max_output_tokens: int | None = None,
@@ -101,6 +102,7 @@ def execute_invocation(
         "base_url": deployment.provider.base_url,
         "deployment_id": deployment.id,
         "model_name": deployment.model_name,
+        "capability": deployment.capability,
         "temperature": temperature if temperature is not None else deployment.default_temperature,
         "max_output_tokens": max_output_tokens or deployment.max_output_tokens,
     }

backend/apps/tickets/api.py

@@ -24,7 +24,13 @@ from apps.tickets.schemas import (
     TicketStatusIn,
     TicketUpdateIn,
 )
-from apps.tickets.services import TicketStatusError, transition_requires_remark, transition_ticket
+from apps.tickets.services import (
+    TicketDataError,
+    TicketStatusError,
+    create_ticket_from_fields,
+    transition_requires_remark,
+    transition_ticket,
+)
 
 router = Router(tags=["tickets"])
 
@@ -101,37 +107,10 @@ def serialize_ticket_event(event: TicketEvent) -> dict:
 @router.post("", response=TicketOut)
 def create_ticket(request, payload: TicketIn):
     require_permission(request, "ticket.create")
-    assignee = None
+    try:
-    if payload.assignee_id:
+        ticket = create_ticket_from_fields(payload.dict(), request.user)
-        assignee = get_user_model().objects.filter(id=payload.assignee_id).first()
+    except TicketDataError as error:
-    category = None
+        raise HttpError(400, str(error)) from error
-    if payload.category_code:
-        category = TicketCategory.objects.filter(code=payload.category_code, enabled=True).first()
-        if category is None:
-            raise HttpError(400, "Unknown ticket category")
-    ticket = Ticket.objects.create(
-        ticket_no=next_ticket_no(),
-        title=payload.title,
-        description=payload.description,
-        category=category,
-        priority=payload.priority,
-        problem_performance=payload.problem_performance,
-        problem_object=payload.problem_object,
-        submitter_name=payload.submitter_name,
-        submitter_org=payload.submitter_org,
-        impact_scope=payload.impact_scope,
-        environment=payload.environment,
-        related_system=payload.related_system,
-        assignee=assignee,
-        requester=request.user if request.user.is_authenticated else None,
-        created_by=request.user if request.user.is_authenticated else None,
-    )
-    TicketEvent.objects.create(
-        ticket=ticket,
-        event_type="created",
-        to_value={"status": ticket.status, "category_code": payload.category_code},
-        operator=request.user if request.user.is_authenticated else None,
-    )
     return serialize_ticket(ticket)
 
 

backend/apps/tickets/draft_api.py

@@ -0,0 +1,244 @@
+from datetime import timedelta
+
+from django.conf import settings
+from django.db import transaction
+from django.utils import timezone
+from ninja import File, Router, UploadedFile
+from ninja.errors import HttpError
+
+from apps.accounts.api import require_permission
+from apps.tickets.api import serialize_ticket
+from apps.tickets.draft_schemas import (
+    TicketDraftActionIn,
+    TicketDraftAnswerIn,
+    TicketDraftAvailabilityOut,
+    TicketDraftCreateIn,
+    TicketDraftOut,
+    TicketDraftPatchIn,
+)
+from apps.tickets.draft_services import (
+    ACTIVE_DRAFT_STATUSES,
+    TicketDraftError,
+    add_answer,
+    assert_revision,
+    audit_draft,
+    confirm_draft,
+    create_agent_run_for_draft,
+    draft_availability,
+    reject_draft,
+    serialize_draft,
+)
+from apps.tickets.models import TicketDraft, TicketDraftImage
+from apps.tickets.storage import DraftImageError, delete_object, prepare_image, put_object
+from apps.tickets.tasks import execute_ticket_draft_analysis
+
+router = Router(tags=["ticket-drafts"])
+
+
+def get_owned_draft(request, public_id: str, *, allow_admin_view: bool = False) -> TicketDraft:
+    require_permission(request, "ticket.ai_draft")
+    queryset = TicketDraft.objects.select_related(
+        "latest_agent_run", "confirmed_ticket", "created_by"
+    ).prefetch_related("images", "messages")
+    draft = queryset.filter(public_id=public_id).first()
+    if draft is None:
+        raise HttpError(404, "草稿不存在")
+    if draft.created_by_id != request.user.id:
+        can_view = allow_admin_view and (
+            request.user.is_superuser or request.user.has_perm("system.agent.run.view")
+        )
+        if not can_view:
+            raise HttpError(403, "不能访问其他人的草稿")
+    return draft
+
+
+def raise_draft_error(error: TicketDraftError) -> None:
+    raise HttpError(error.status_code, str(error)) from error
+
+
+@router.get("/availability", response=TicketDraftAvailabilityOut)
+def get_availability(request):
+    require_permission(request, "ticket.ai_draft")
+    return draft_availability()
+
+
+@router.get("", response=list[TicketDraftOut])
+def list_ticket_drafts(request):
+    require_permission(request, "ticket.ai_draft")
+    drafts = (
+        TicketDraft.objects.filter(created_by=request.user, status__in=ACTIVE_DRAFT_STATUSES)
+        .select_related("latest_agent_run", "confirmed_ticket")
+        .prefetch_related("images", "messages")[:20]
+    )
+    return [serialize_draft(draft, ticket_serializer=serialize_ticket) for draft in drafts]
+
+
+@router.post("", response=TicketDraftOut)
+def create_ticket_draft(request, payload: TicketDraftCreateIn):
+    require_permission(request, "ticket.ai_draft")
+    availability = draft_availability()
+    if not availability["available"]:
+        raise HttpError(422, availability["reason"])
+    source_text = payload.source_text.strip()
+    draft = TicketDraft.objects.create(created_by=request.user, source_text=source_text)
+    audit_draft(draft, "draft_created")
+    return serialize_draft(draft, ticket_serializer=serialize_ticket)
+
+
+@router.get("/{public_id}", response=TicketDraftOut)
+def get_ticket_draft(request, public_id: str):
+    draft = get_owned_draft(request, public_id, allow_admin_view=True)
+    return serialize_draft(draft, ticket_serializer=serialize_ticket)
+
+
+@router.patch("/{public_id}", response=TicketDraftOut)
+def update_ticket_draft(request, public_id: str, payload: TicketDraftPatchIn):
+    with transaction.atomic():
+        draft = (
+            TicketDraft.objects.select_for_update()
+            .filter(public_id=public_id, created_by=request.user)
+            .first()
+        )
+        if draft is None:
+            require_permission(request, "ticket.ai_draft")
+            raise HttpError(404, "草稿不存在")
+        require_permission(request, "ticket.ai_draft")
+        try:
+            assert_revision(draft, payload.expected_revision)
+        except TicketDraftError as error:
+            raise_draft_error(error)
+        if draft.status not in {"editing", "ready", "failed"}:
+            raise HttpError(400, "当前状态不能编辑")
+        draft.current_fields = payload.fields
+        draft.revision += 1
+        draft.expires_at = timezone.now() + timedelta(hours=settings.TICKET_DRAFT_RETENTION_HOURS)
+        draft.save()
+        audit_draft(draft, "draft_updated")
+    draft = get_owned_draft(request, public_id)
+    return serialize_draft(draft, ticket_serializer=serialize_ticket)
+
+
+@router.post("/{public_id}/images", response=TicketDraftOut)
+def upload_ticket_draft_image(request, public_id: str, file: File[UploadedFile]):
+    draft = get_owned_draft(request, public_id)
+    if draft.status not in {"editing", "ready", "failed"}:
+        raise HttpError(400, "当前状态不能上传图片")
+    if draft.images.count() >= 4:
+        raise HttpError(413, "每个草稿最多上传 4 张图片")
+    raw = file.read()
+    try:
+        prepared = prepare_image(raw, file.name or "image")
+    except DraftImageError as error:
+        raise HttpError(error.status_code, str(error)) from error
+    current_total = sum(image.file_size for image in draft.images.all())
+    if current_total + len(prepared.data) > 20 * 1024 * 1024:
+        raise HttpError(413, "草稿图片总大小不能超过 20 MB")
+    image = TicketDraftImage(
+        draft=draft,
+        file_name=prepared.file_name,
+        mime_type=prepared.mime_type,
+        file_size=len(prepared.data),
+        sha256=prepared.sha256,
+        storage_path="",
+    )
+    image.storage_path = (
+        f"ticket-drafts/{draft.created_by_id}/{draft.public_id}/"
+        f"{image.public_id}.{prepared.extension}"
+    )
+    try:
+        put_object(image.storage_path, prepared.data, prepared.mime_type)
+    except Exception as error:
+        raise HttpError(503, "图片存储暂时不可用") from error
+    image.save()
+    draft.revision += 1
+    draft.expires_at = timezone.now() + timedelta(hours=settings.TICKET_DRAFT_RETENTION_HOURS)
+    draft.save(update_fields=["revision", "expires_at", "updated_at"])
+    audit_draft(draft, "draft_image_uploaded")
+    return serialize_draft(get_owned_draft(request, public_id), ticket_serializer=serialize_ticket)
+
+
+@router.delete("/{public_id}/images/{image_id}", response=TicketDraftOut)
+def delete_ticket_draft_image(request, public_id: str, image_id: str):
+    draft = get_owned_draft(request, public_id)
+    image = draft.images.filter(public_id=image_id, status="temporary").first()
+    if image is None:
+        raise HttpError(404, "图片不存在")
+    try:
+        delete_object(image.storage_path)
+    except Exception as error:
+        raise HttpError(503, "图片存储暂时不可用") from error
+    image.delete()
+    draft.revision += 1
+    draft.save(update_fields=["revision", "updated_at"])
+    audit_draft(draft, "draft_image_deleted")
+    return serialize_draft(get_owned_draft(request, public_id), ticket_serializer=serialize_ticket)
+
+
+def start_analysis(draft: TicketDraft, expected_revision: int) -> TicketDraft:
+    try:
+        assert_revision(draft, expected_revision)
+        if draft.status not in {"editing", "ready", "failed"}:
+            raise TicketDraftError(400, "当前状态不能启动分析")
+        if not draft.source_text.strip() and not draft.current_fields:
+            raise TicketDraftError(400, "请先输入问题描述")
+        if draft.images.exists() and not draft_availability()["vision_available"]:
+            raise TicketDraftError(422, draft_availability()["vision_reason"])
+        run = create_agent_run_for_draft(draft)
+    except TicketDraftError as error:
+        raise_draft_error(error)
+    result = execute_ticket_draft_analysis.delay(draft.id, run.id)
+    run.refresh_from_db()
+    if not run.task_id:
+        run.task_id = result.id or ""
+        run.save(update_fields=["task_id"])
+    draft.refresh_from_db()
+    return draft
+
+
+@router.post("/{public_id}/analyze", response=TicketDraftOut)
+def analyze_ticket_draft(request, public_id: str, payload: TicketDraftActionIn):
+    draft = get_owned_draft(request, public_id)
+    draft = start_analysis(draft, payload.expected_revision)
+    return serialize_draft(draft, ticket_serializer=serialize_ticket)
+
+
+@router.post("/{public_id}/answers", response=TicketDraftOut)
+def answer_ticket_draft(request, public_id: str, payload: TicketDraftAnswerIn):
+    draft = get_owned_draft(request, public_id)
+    try:
+        assert_revision(draft, payload.expected_revision)
+        if not payload.answer.strip():
+            raise TicketDraftError(400, "回答不能为空")
+        add_answer(draft, payload.answer, payload.question)
+    except TicketDraftError as error:
+        raise_draft_error(error)
+    draft.refresh_from_db()
+    draft = start_analysis(draft, draft.revision)
+    return serialize_draft(draft, ticket_serializer=serialize_ticket)
+
+
+@router.post("/{public_id}/confirm", response=TicketDraftOut)
+def confirm_ticket_draft(request, public_id: str, payload: TicketDraftActionIn):
+    require_permission(request, "ticket.ai_draft")
+    require_permission(request, "ticket.create")
+    try:
+        draft = confirm_draft(public_id, payload.expected_revision, request.user)
+    except TicketDraft.DoesNotExist as error:
+        raise HttpError(404, "草稿不存在") from error
+    except TicketDraftError as error:
+        raise_draft_error(error)
+    draft = get_owned_draft(request, public_id)
+    return serialize_draft(draft, ticket_serializer=serialize_ticket)
+
+
+@router.post("/{public_id}/reject", response=TicketDraftOut)
+def reject_ticket_draft(request, public_id: str, payload: TicketDraftActionIn):
+    require_permission(request, "ticket.ai_draft")
+    try:
+        draft = reject_draft(public_id, payload.expected_revision, request.user)
+    except TicketDraft.DoesNotExist as error:
+        raise HttpError(404, "草稿不存在") from error
+    except TicketDraftError as error:
+        raise_draft_error(error)
+    draft = get_owned_draft(request, public_id)
+    return serialize_draft(draft, ticket_serializer=serialize_ticket)

backend/apps/tickets/draft_schemas.py

@@ -0,0 +1,66 @@
+from datetime import datetime
+
+from ninja import Schema
+
+
+class TicketDraftCreateIn(Schema):
+    source_text: str = ""
+
+
+class TicketDraftPatchIn(Schema):
+    expected_revision: int
+    fields: dict
+
+
+class TicketDraftActionIn(Schema):
+    expected_revision: int
+
+
+class TicketDraftAnswerIn(Schema):
+    expected_revision: int
+    answer: str
+    question: str = ""
+
+
+class TicketDraftImageOut(Schema):
+    id: str
+    file_name: str
+    mime_type: str
+    file_size: int
+    status: str
+
+
+class TicketDraftMessageOut(Schema):
+    role: str
+    content: str
+    round_number: int
+    created_at: datetime
+
+
+class TicketDraftOut(Schema):
+    public_id: str
+    status: str
+    revision: int
+    source_text: str
+    fields: dict
+    last_ai_fields: dict
+    missing_fields: list[str]
+    questions: list[str]
+    guided_rounds: int
+    agent_run_public_id: str | None = None
+    images: list[TicketDraftImageOut]
+    messages: list[TicketDraftMessageOut]
+    decision: str
+    error_code: str
+    error_message: str
+    confirmed_ticket: dict | None = None
+    created_at: datetime
+    updated_at: datetime
+    expires_at: datetime
+
+
+class TicketDraftAvailabilityOut(Schema):
+    available: bool
+    reason: str
+    vision_available: bool
+    vision_reason: str

backend/apps/tickets/draft_services.py

@@ -0,0 +1,380 @@
+import base64
+from datetime import timedelta
+
+from django.conf import settings
+from django.db import transaction
+from django.utils import timezone
+
+from apps.agents.models import AgentArtifact, AgentDefinition, AgentRun
+from apps.agents.services import build_config_snapshot, execute_agent_run
+from apps.audit.models import OperationAuditLog
+from apps.tickets.models import (
+    TicketAttachment,
+    TicketDraft,
+    TicketDraftImage,
+    TicketDraftMessage,
+    TicketEvent,
+)
+from apps.tickets.services import TicketDataError, create_ticket_from_fields
+from apps.tickets.storage import copy_object, delete_object, get_object
+
+ACTIVE_DRAFT_STATUSES = {"editing", "analyzing", "ready", "failed"}
+FINAL_DRAFT_STATUSES = {"confirmed", "rejected", "expired"}
+ALLOWED_FIELD_CODES = {
+    "title",
+    "description",
+    "category_code",
+    "priority",
+    "problem_performance",
+    "problem_object",
+    "submitter_name",
+    "submitter_org",
+    "impact_scope",
+    "environment",
+    "related_system",
+    "assignee_id",
+}
+
+
+class TicketDraftError(ValueError):
+    def __init__(self, status_code: int, message: str):
+        super().__init__(message)
+        self.status_code = status_code
+
+
+def audit_draft(draft: TicketDraft, action: str, result: str = "success") -> None:
+    OperationAuditLog.objects.create(
+        user=draft.created_by,
+        module="tickets",
+        action=action,
+        target_type="ticket_draft",
+        target_id=str(draft.public_id),
+        request_snapshot={
+            "status": draft.status,
+            "revision": draft.revision,
+            "guided_rounds": draft.guided_rounds,
+            "image_count": draft.images.count(),
+            "result": result,
+        },
+        result=result,
+    )
+
+
+def get_ticket_intake_agent() -> AgentDefinition | None:
+    return (
+        AgentDefinition.objects.select_related("active_version__model_deployment__provider")
+        .filter(code="ticket-intake", active_version__status="published")
+        .first()
+    )
+
+
+def draft_availability() -> dict:
+    definition = get_ticket_intake_agent()
+    if definition is None or definition.active_version is None:
+        return {
+            "available": False,
+            "reason": "尚未发布建单 Agent",
+            "vision_available": False,
+            "vision_reason": "尚未发布建单 Agent",
+        }
+    deployment = definition.active_version.model_deployment
+    available = bool(deployment.enabled and deployment.provider.enabled)
+    vision_available = bool(
+        available
+        and deployment.capability == "vision_chat"
+        and deployment.provider.image_egress_approved
+    )
+    if not available:
+        reason = "建单 Agent 的模型配置未启用"
+    else:
+        reason = ""
+    if deployment.capability != "vision_chat":
+        vision_reason = "当前建单模型不支持图片理解"
+    elif not deployment.provider.image_egress_approved:
+        vision_reason = "管理员尚未授权图片发送至模型渠道"
+    elif not available:
+        vision_reason = reason
+    else:
+        vision_reason = ""
+    return {
+        "available": available,
+        "reason": reason,
+        "vision_available": vision_available,
+        "vision_reason": vision_reason,
+    }
+
+
+def assert_revision(draft: TicketDraft, expected_revision: int) -> None:
+    if draft.revision != expected_revision:
+        raise TicketDraftError(409, "草稿已在其他位置更新，请刷新后重试")
+
+
+def serialize_image(image: TicketDraftImage) -> dict:
+    return {
+        "id": str(image.public_id),
+        "file_name": image.file_name,
+        "mime_type": image.mime_type,
+        "file_size": image.file_size,
+        "status": image.status,
+    }
+
+
+def serialize_draft(draft: TicketDraft, *, ticket_serializer=None) -> dict:
+    confirmed = None
+    if draft.confirmed_ticket_id and ticket_serializer:
+        confirmed = ticket_serializer(draft.confirmed_ticket)
+    return {
+        "public_id": str(draft.public_id),
+        "status": draft.status,
+        "revision": draft.revision,
+        "source_text": draft.source_text,
+        "fields": draft.current_fields,
+        "last_ai_fields": draft.last_ai_fields,
+        "missing_fields": draft.missing_fields,
+        "questions": draft.questions,
+        "guided_rounds": draft.guided_rounds,
+        "agent_run_public_id": str(draft.latest_agent_run.public_id)
+        if draft.latest_agent_run_id
+        else None,
+        "images": [serialize_image(image) for image in draft.images.all()],
+        "messages": [
+            {
+                "role": message.role,
+                "content": message.content,
+                "round_number": message.round_number,
+                "created_at": message.created_at,
+            }
+            for message in draft.messages.all()
+        ],
+        "decision": draft.decision,
+        "error_code": draft.error_code,
+        "error_message": draft.error_message,
+        "confirmed_ticket": confirmed,
+        "created_at": draft.created_at,
+        "updated_at": draft.updated_at,
+        "expires_at": draft.expires_at,
+    }
+
+
+def create_agent_run_for_draft(draft: TicketDraft) -> AgentRun:
+    definition = get_ticket_intake_agent()
+    if definition is None or definition.active_version is None:
+        raise TicketDraftError(422, "尚未发布可用的建单 Agent")
+    version = definition.active_version
+    image_refs = [
+        {"object_path": image.storage_path, "mime_type": image.mime_type}
+        for image in draft.images.all()
+    ]
+    messages = [
+        {"role": item.role, "content": item.content, "round": item.round_number}
+        for item in draft.messages.all()
+    ]
+    run = AgentRun.objects.create(
+        definition=definition,
+        agent_version=version,
+        sandbox=False,
+        input_payload={
+            "draft_public_id": str(draft.public_id),
+            "source_text": draft.source_text,
+            "current_fields": draft.current_fields,
+            "messages": messages,
+            "image_refs": image_refs,
+        },
+        config_snapshot=build_config_snapshot(version),
+        total_steps=version.steps.count(),
+        created_by=draft.created_by,
+    )
+    draft.latest_agent_run = run
+    draft.status = "analyzing"
+    draft.revision += 1
+    draft.error_code = ""
+    draft.error_message = ""
+    draft.expires_at = timezone.now() + timedelta(hours=settings.TICKET_DRAFT_RETENTION_HOURS)
+    draft.save()
+    audit_draft(draft, "draft_analysis_started")
+    return run
+
+
+def _image_parts(draft: TicketDraft) -> list[dict]:
+    parts = []
+    for image in draft.images.all():
+        encoded = base64.b64encode(get_object(image.storage_path)).decode("ascii")
+        parts.append(
+            {
+                "type": "image_url",
+                "image_url": {"url": f"data:{image.mime_type};base64,{encoded}"},
+            }
+        )
+    return parts
+
+
+def execute_draft_analysis(draft_id: int, run_id: int) -> None:
+    draft = (
+        TicketDraft.objects.select_related("created_by").prefetch_related("images").get(id=draft_id)
+    )
+    run = AgentRun.objects.select_related("agent_version__model_deployment__provider").get(
+        id=run_id
+    )
+    deployment = run.agent_version.model_deployment
+    image_parts = []
+    if draft.images.exists():
+        if deployment.capability != "vision_chat" or not deployment.provider.image_egress_approved:
+            draft.status = "failed"
+            draft.error_code = "vision_not_allowed"
+            draft.error_message = "当前模型或渠道不允许图片输入"
+            draft.revision += 1
+            draft.save()
+            run.status = "failed"
+            run.error_code = draft.error_code
+            run.error_message = draft.error_message
+            run.finished_at = timezone.now()
+            run.save()
+            audit_draft(draft, "draft_analysis_failed", "failed")
+            return
+        image_parts = _image_parts(draft)
+    execute_agent_run(run.id, image_parts=image_parts)
+    run.refresh_from_db()
+    draft.refresh_from_db()
+    if run.status != "succeeded" or not isinstance(run.final_output, dict):
+        draft.status = "failed"
+        draft.error_code = run.error_code or "analysis_failed"
+        draft.error_message = run.error_message or "AI 分析失败，请重试或转为普通表单"
+        draft.revision += 1
+        draft.save()
+        audit_draft(draft, "draft_analysis_failed", "failed")
+        return
+    fields = run.final_output.get("fields")
+    missing_fields = run.final_output.get("missing_fields")
+    questions = run.final_output.get("questions")
+    if (
+        not isinstance(fields, dict)
+        or not isinstance(missing_fields, list)
+        or not isinstance(questions, list)
+    ):
+        draft.status = "failed"
+        draft.error_code = "invalid_artifact"
+        draft.error_message = "AI 产物结构不完整"
+        draft.revision += 1
+        draft.save()
+        audit_draft(draft, "draft_analysis_failed", "failed")
+        return
+    fields = {code: value for code, value in fields.items() if code in ALLOWED_FIELD_CODES}
+    artifact = AgentArtifact.objects.create(
+        run=run,
+        artifact_type="ticket_draft",
+        schema_version=1,
+        payload={
+            "draft_public_id": str(draft.public_id),
+            "fields": fields,
+            "missing_fields": [str(item) for item in missing_fields],
+            "questions": [str(item) for item in questions],
+        },
+        created_by=draft.created_by,
+    )
+    draft.current_fields = fields
+    draft.last_ai_fields = fields
+    draft.missing_fields = [str(item) for item in missing_fields]
+    draft.questions = [str(item) for item in questions]
+    draft.latest_artifact = artifact
+    draft.status = "ready"
+    draft.error_code = ""
+    draft.error_message = ""
+    draft.revision += 1
+    draft.save()
+    audit_draft(draft, "draft_analysis_succeeded")
+
+
+@transaction.atomic
+def confirm_draft(draft_public_id, expected_revision: int, user) -> TicketDraft:
+    draft = (
+        TicketDraft.objects.select_for_update()
+        .select_related("created_by")
+        .prefetch_related("images")
+        .get(public_id=draft_public_id, created_by=user)
+    )
+    if draft.confirmed_ticket_id:
+        return draft
+    assert_revision(draft, expected_revision)
+    if draft.status != "ready":
+        raise TicketDraftError(400, "只有审核就绪的草稿可以确认")
+    try:
+        ticket = create_ticket_from_fields(draft.current_fields, user)
+    except TicketDataError as error:
+        raise TicketDraftError(400, str(error)) from error
+    decision = "accepted" if draft.current_fields == draft.last_ai_fields else "modified"
+    for image in draft.images.all():
+        source_path = image.storage_path
+        target_path = f"tickets/{ticket.id}/{image.public_id}-{image.file_name}"
+        copy_object(source_path, target_path)
+        attachment = TicketAttachment.objects.create(
+            ticket=ticket,
+            file_name=image.file_name,
+            file_type="image",
+            mime_type=image.mime_type,
+            file_size=image.file_size,
+            storage_path=target_path,
+            created_by=user,
+        )
+        image.status = "confirmed"
+        image.confirmed_attachment = attachment
+        image.storage_path = target_path
+        image.save(update_fields=["status", "confirmed_attachment", "storage_path"])
+        transaction.on_commit(lambda path=source_path: delete_object(path), robust=True)
+    draft.confirmed_ticket = ticket
+    draft.status = "confirmed"
+    draft.decision = decision
+    draft.confirmed_at = timezone.now()
+    draft.revision += 1
+    draft.save()
+    TicketEvent.objects.create(
+        ticket=ticket,
+        event_type="ai_draft_confirmed",
+        to_value={
+            "draft_public_id": str(draft.public_id),
+            "decision": decision,
+            "agent_run_public_id": str(draft.latest_agent_run.public_id)
+            if draft.latest_agent_run_id
+            else None,
+        },
+        operator=user,
+    )
+    audit_draft(draft, "draft_confirmed")
+    return draft
+
+
+@transaction.atomic
+def reject_draft(draft_public_id, expected_revision: int, user) -> TicketDraft:
+    draft = TicketDraft.objects.select_for_update().get(public_id=draft_public_id, created_by=user)
+    assert_revision(draft, expected_revision)
+    if draft.status in FINAL_DRAFT_STATUSES:
+        if draft.status == "rejected":
+            return draft
+        raise TicketDraftError(400, "草稿已经结束")
+    draft.status = "rejected"
+    draft.decision = "rejected"
+    draft.revision += 1
+    draft.expires_at = timezone.now() + timedelta(hours=settings.TICKET_DRAFT_RETENTION_HOURS)
+    draft.save()
+    audit_draft(draft, "draft_rejected")
+    return draft
+
+
+def add_answer(draft: TicketDraft, answer: str, question: str) -> None:
+    if draft.guided_rounds >= 5:
+        raise TicketDraftError(400, "逐问模式最多进行 5 轮，请手工补齐剩余字段")
+    round_number = draft.guided_rounds + 1
+    if question.strip():
+        TicketDraftMessage.objects.create(
+            draft=draft,
+            role="assistant",
+            content=question.strip(),
+            round_number=round_number,
+        )
+    TicketDraftMessage.objects.create(
+        draft=draft,
+        role="user",
+        content=answer.strip(),
+        round_number=round_number,
+    )
+    draft.guided_rounds = round_number
+    draft.save(update_fields=["guided_rounds", "updated_at"])

backend/apps/tickets/management/commands/verify_ticket_intake.py

@@ -0,0 +1,66 @@
+from django.contrib.auth import get_user_model
+from django.core.management.base import BaseCommand, CommandError
+
+from apps.tickets.draft_services import (
+    confirm_draft,
+    create_agent_run_for_draft,
+    execute_draft_analysis,
+)
+from apps.tickets.models import TicketDraft
+
+
+class Command(BaseCommand):
+    help = "Run the fixed real-text ticket intake acceptance workflow."
+
+    def add_arguments(self, parser):
+        parser.add_argument("--username", default="admin")
+
+    def handle(self, *args, **options):
+        user = get_user_model().objects.filter(username=options["username"]).first()
+        if user is None:
+            raise CommandError("验收用户不存在")
+        draft = TicketDraft.objects.create(
+            created_by=user,
+            source_text=(
+                "生产环境中，客户 A 的采集任务 JOB-1024 从上午 10 点起没有更新，"
+                "影响单个客户，请技术支持排查。"
+            ),
+        )
+        run = create_agent_run_for_draft(draft)
+        execute_draft_analysis(draft.id, run.id)
+        draft.refresh_from_db()
+        if draft.status != "ready":
+            raise CommandError(f"真实文本分析失败: {draft.error_code} {draft.error_message}")
+
+        fields = {
+            **draft.current_fields,
+            "title": draft.current_fields.get("title") or "生产采集任务未更新",
+            "description": draft.current_fields.get("description") or draft.source_text,
+            "category_code": "technical_issue",
+            "priority": draft.current_fields.get("priority")
+            if draft.current_fields.get("priority") in {"low", "medium", "high", "urgent"}
+            else "high",
+            "problem_performance": draft.current_fields.get("problem_performance")
+            or "采集进度长时间未更新",
+            "problem_object": draft.current_fields.get("problem_object") or "JOB-1024",
+            "submitter_name": draft.current_fields.get("submitter_name") or "验收用户",
+            "submitter_org": draft.current_fields.get("submitter_org") or "验收机构",
+            "environment": draft.current_fields.get("environment") or "生产环境",
+            "impact_scope": draft.current_fields.get("impact_scope") or "单个客户",
+            "related_system": draft.current_fields.get("related_system") or "数据采集平台",
+        }
+        draft.current_fields = fields
+        draft.revision += 1
+        draft.save(update_fields=["current_fields", "revision", "updated_at"])
+        revision = draft.revision
+        first = confirm_draft(draft.public_id, revision, user)
+        second = confirm_draft(draft.public_id, revision, user)
+        if first.confirmed_ticket_id != second.confirmed_ticket_id:
+            raise CommandError("重复确认创建了不同工单")
+        self.stdout.write(
+            self.style.SUCCESS(
+                "Ticket intake acceptance passed: "
+                f"draft={draft.public_id} run={run.public_id} "
+                f"ticket={first.confirmed_ticket.ticket_no} decision={first.decision}"
+            )
+        )

backend/apps/tickets/migrations/0004_ticketdraft_ticketdraftimage_ticketdraftmessage_and_more.py

@@ -0,0 +1,169 @@
+# Generated by Django 5.2.15 on 2026-07-16 11:13
+
+import uuid
+
+import django.db.models.deletion
+from django.conf import settings
+from django.db import migrations, models
+
+import apps.tickets.models
+
+
+class Migration(migrations.Migration):
+    dependencies = [
+        ("agents", "0002_agentartifact"),
+        ("tickets", "0003_repair_closed_resolved_flags"),
+        migrations.swappable_dependency(settings.AUTH_USER_MODEL),
+    ]
+
+    operations = [
+        migrations.CreateModel(
+            name="TicketDraft",
+            fields=[
+                (
+                    "id",
+                    models.BigAutoField(
+                        auto_created=True, primary_key=True, serialize=False, verbose_name="ID"
+                    ),
+                ),
+                ("public_id", models.UUIDField(default=uuid.uuid4, editable=False, unique=True)),
+                ("status", models.CharField(default="editing", max_length=24)),
+                ("revision", models.PositiveIntegerField(default=1)),
+                ("source_text", models.TextField(blank=True)),
+                ("current_fields", models.JSONField(default=dict)),
+                ("last_ai_fields", models.JSONField(default=dict)),
+                ("missing_fields", models.JSONField(default=list)),
+                ("questions", models.JSONField(default=list)),
+                ("guided_rounds", models.PositiveSmallIntegerField(default=0)),
+                ("decision", models.CharField(blank=True, max_length=24)),
+                ("error_code", models.CharField(blank=True, max_length=80)),
+                ("error_message", models.TextField(blank=True)),
+                (
+                    "expires_at",
+                    models.DateTimeField(default=apps.tickets.models.default_ticket_draft_expiry),
+                ),
+                ("created_at", models.DateTimeField(auto_now_add=True)),
+                ("updated_at", models.DateTimeField(auto_now=True)),
+                ("confirmed_at", models.DateTimeField(blank=True, null=True)),
+                (
+                    "confirmed_ticket",
+                    models.OneToOneField(
+                        blank=True,
+                        null=True,
+                        on_delete=django.db.models.deletion.PROTECT,
+                        related_name="source_draft",
+                        to="tickets.ticket",
+                    ),
+                ),
+                (
+                    "created_by",
+                    models.ForeignKey(
+                        on_delete=django.db.models.deletion.CASCADE,
+                        related_name="ticket_drafts",
+                        to=settings.AUTH_USER_MODEL,
+                    ),
+                ),
+                (
+                    "latest_agent_run",
+                    models.ForeignKey(
+                        blank=True,
+                        null=True,
+                        on_delete=django.db.models.deletion.SET_NULL,
+                        related_name="ticket_drafts",
+                        to="agents.agentrun",
+                    ),
+                ),
+                (
+                    "latest_artifact",
+                    models.ForeignKey(
+                        blank=True,
+                        null=True,
+                        on_delete=django.db.models.deletion.SET_NULL,
+                        related_name="ticket_drafts",
+                        to="agents.agentartifact",
+                    ),
+                ),
+            ],
+            options={
+                "ordering": ["-updated_at"],
+            },
+        ),
+        migrations.CreateModel(
+            name="TicketDraftImage",
+            fields=[
+                (
+                    "id",
+                    models.BigAutoField(
+                        auto_created=True, primary_key=True, serialize=False, verbose_name="ID"
+                    ),
+                ),
+                ("public_id", models.UUIDField(default=uuid.uuid4, editable=False, unique=True)),
+                ("file_name", models.CharField(max_length=255)),
+                ("mime_type", models.CharField(max_length=120)),
+                ("file_size", models.PositiveBigIntegerField()),
+                ("sha256", models.CharField(max_length=64)),
+                ("storage_path", models.CharField(max_length=500)),
+                ("status", models.CharField(default="temporary", max_length=24)),
+                ("created_at", models.DateTimeField(auto_now_add=True)),
+                (
+                    "confirmed_attachment",
+                    models.OneToOneField(
+                        blank=True,
+                        null=True,
+                        on_delete=django.db.models.deletion.SET_NULL,
+                        related_name="source_draft_image",
+                        to="tickets.ticketattachment",
+                    ),
+                ),
+                (
+                    "draft",
+                    models.ForeignKey(
+                        on_delete=django.db.models.deletion.CASCADE,
+                        related_name="images",
+                        to="tickets.ticketdraft",
+                    ),
+                ),
+            ],
+            options={
+                "ordering": ["created_at"],
+            },
+        ),
+        migrations.CreateModel(
+            name="TicketDraftMessage",
+            fields=[
+                (
+                    "id",
+                    models.BigAutoField(
+                        auto_created=True, primary_key=True, serialize=False, verbose_name="ID"
+                    ),
+                ),
+                ("role", models.CharField(max_length=24)),
+                ("content", models.TextField()),
+                ("round_number", models.PositiveSmallIntegerField(default=0)),
+                ("created_at", models.DateTimeField(auto_now_add=True)),
+                (
+                    "draft",
+                    models.ForeignKey(
+                        on_delete=django.db.models.deletion.CASCADE,
+                        related_name="messages",
+                        to="tickets.ticketdraft",
+                    ),
+                ),
+            ],
+            options={
+                "ordering": ["created_at"],
+            },
+        ),
+        migrations.AddIndex(
+            model_name="ticketdraft",
+            index=models.Index(
+                fields=["created_by", "status", "updated_at"], name="tickets_tic_created_424ee8_idx"
+            ),
+        ),
+        migrations.AddIndex(
+            model_name="ticketdraft",
+            index=models.Index(
+                fields=["status", "expires_at"], name="tickets_tic_status_3e6dd8_idx"
+            ),
+        ),
+    ]

backend/apps/tickets/models.py

@@ -1,5 +1,13 @@
+import uuid
+from datetime import timedelta
+
 from django.conf import settings
 from django.db import models
+from django.utils import timezone
+
+
+def default_ticket_draft_expiry():
+    return timezone.now() + timedelta(hours=24)
 
 
 class TicketStatus(models.TextChoices):
@@ -132,6 +140,91 @@ class TicketAttachment(models.Model):
     created_at = models.DateTimeField(auto_now_add=True)
 
 
+class TicketDraft(models.Model):
+    public_id = models.UUIDField(default=uuid.uuid4, unique=True, editable=False)
+    created_by = models.ForeignKey(
+        settings.AUTH_USER_MODEL,
+        on_delete=models.CASCADE,
+        related_name="ticket_drafts",
+    )
+    status = models.CharField(max_length=24, default="editing")
+    revision = models.PositiveIntegerField(default=1)
+    source_text = models.TextField(blank=True)
+    current_fields = models.JSONField(default=dict)
+    last_ai_fields = models.JSONField(default=dict)
+    missing_fields = models.JSONField(default=list)
+    questions = models.JSONField(default=list)
+    guided_rounds = models.PositiveSmallIntegerField(default=0)
+    latest_agent_run = models.ForeignKey(
+        "agents.AgentRun",
+        null=True,
+        blank=True,
+        on_delete=models.SET_NULL,
+        related_name="ticket_drafts",
+    )
+    latest_artifact = models.ForeignKey(
+        "agents.AgentArtifact",
+        null=True,
+        blank=True,
+        on_delete=models.SET_NULL,
+        related_name="ticket_drafts",
+    )
+    confirmed_ticket = models.OneToOneField(
+        Ticket,
+        null=True,
+        blank=True,
+        on_delete=models.PROTECT,
+        related_name="source_draft",
+    )
+    decision = models.CharField(max_length=24, blank=True)
+    error_code = models.CharField(max_length=80, blank=True)
+    error_message = models.TextField(blank=True)
+    expires_at = models.DateTimeField(default=default_ticket_draft_expiry)
+    created_at = models.DateTimeField(auto_now_add=True)
+    updated_at = models.DateTimeField(auto_now=True)
+    confirmed_at = models.DateTimeField(null=True, blank=True)
+
+    class Meta:
+        ordering = ["-updated_at"]
+        indexes = [
+            models.Index(fields=["created_by", "status", "updated_at"]),
+            models.Index(fields=["status", "expires_at"]),
+        ]
+
+
+class TicketDraftMessage(models.Model):
+    draft = models.ForeignKey(TicketDraft, on_delete=models.CASCADE, related_name="messages")
+    role = models.CharField(max_length=24)
+    content = models.TextField()
+    round_number = models.PositiveSmallIntegerField(default=0)
+    created_at = models.DateTimeField(auto_now_add=True)
+
+    class Meta:
+        ordering = ["created_at"]
+
+
+class TicketDraftImage(models.Model):
+    public_id = models.UUIDField(default=uuid.uuid4, unique=True, editable=False)
+    draft = models.ForeignKey(TicketDraft, on_delete=models.CASCADE, related_name="images")
+    file_name = models.CharField(max_length=255)
+    mime_type = models.CharField(max_length=120)
+    file_size = models.PositiveBigIntegerField()
+    sha256 = models.CharField(max_length=64)
+    storage_path = models.CharField(max_length=500)
+    status = models.CharField(max_length=24, default="temporary")
+    confirmed_attachment = models.OneToOneField(
+        TicketAttachment,
+        null=True,
+        blank=True,
+        on_delete=models.SET_NULL,
+        related_name="source_draft_image",
+    )
+    created_at = models.DateTimeField(auto_now_add=True)
+
+    class Meta:
+        ordering = ["created_at"]
+
+
 class TicketEvent(models.Model):
     ticket = models.ForeignKey(Ticket, on_delete=models.CASCADE, related_name="events")
     event_type = models.CharField(max_length=80)

backend/apps/tickets/services.py

@@ -1,13 +1,98 @@
+from django.contrib.auth import get_user_model
 from django.utils import timezone
 
 from apps.audit.models import OperationAuditLog
-from apps.tickets.models import Ticket, TicketEvent
+from apps.tickets.models import Ticket, TicketCategory, TicketEvent, TicketPriority
 
 
 class TicketStatusError(ValueError):
     pass
 
 
+class TicketDataError(ValueError):
+    pass
+
+
+REQUIRED_TICKET_FIELDS = (
+    "title",
+    "description",
+    "category_code",
+    "priority",
+    "problem_performance",
+    "problem_object",
+    "submitter_name",
+    "submitter_org",
+    "environment",
+)
+
+
+def validate_ticket_fields(fields: dict) -> tuple[dict, TicketCategory]:
+    normalized = {
+        "title": str(fields.get("title") or "").strip(),
+        "description": str(fields.get("description") or "").strip(),
+        "category_code": str(fields.get("category_code") or "").strip(),
+        "priority": str(fields.get("priority") or "medium").strip(),
+        "problem_performance": str(fields.get("problem_performance") or "").strip(),
+        "problem_object": str(fields.get("problem_object") or "").strip(),
+        "submitter_name": str(fields.get("submitter_name") or "").strip(),
+        "submitter_org": str(fields.get("submitter_org") or "").strip(),
+        "impact_scope": str(fields.get("impact_scope") or "").strip(),
+        "environment": str(fields.get("environment") or "").strip(),
+        "related_system": str(fields.get("related_system") or "").strip(),
+        "assignee_id": fields.get("assignee_id"),
+    }
+    missing = [code for code in REQUIRED_TICKET_FIELDS if not normalized.get(code)]
+    if missing:
+        raise TicketDataError(f"缺少必填字段: {', '.join(missing)}")
+    if normalized["priority"] not in TicketPriority.values:
+        raise TicketDataError("工单优先级无效")
+    category = TicketCategory.objects.filter(code=normalized["category_code"], enabled=True).first()
+    if category is None:
+        raise TicketDataError("工单分类无效或已停用")
+    if normalized["assignee_id"]:
+        assignee = get_user_model().objects.filter(id=normalized["assignee_id"]).first()
+        if assignee is None:
+            raise TicketDataError("处理人不存在")
+    else:
+        assignee = None
+    normalized["assignee"] = assignee
+    return normalized, category
+
+
+def next_ticket_no() -> str:
+    prefix = timezone.localdate().strftime("TK%Y%m%d")
+    count = Ticket.objects.filter(ticket_no__startswith=prefix).count() + 1
+    return f"{prefix}{count:04d}"
+
+
+def create_ticket_from_fields(fields: dict, user) -> Ticket:
+    normalized, category = validate_ticket_fields(fields)
+    ticket = Ticket.objects.create(
+        ticket_no=next_ticket_no(),
+        title=normalized["title"],
+        description=normalized["description"],
+        category=category,
+        priority=normalized["priority"],
+        problem_performance=normalized["problem_performance"],
+        problem_object=normalized["problem_object"],
+        submitter_name=normalized["submitter_name"],
+        submitter_org=normalized["submitter_org"],
+        impact_scope=normalized["impact_scope"],
+        environment=normalized["environment"],
+        related_system=normalized["related_system"],
+        assignee=normalized["assignee"],
+        requester=user,
+        created_by=user,
+    )
+    TicketEvent.objects.create(
+        ticket=ticket,
+        event_type="created",
+        to_value={"status": ticket.status, "category_code": normalized["category_code"]},
+        operator=user,
+    )
+    return ticket
+
+
 STANDARD_TRANSITIONS: dict[str, set[str]] = {
     "pending_info": {"pending", "closed"},
     "pending": {"in_progress", "closed"},

backend/apps/tickets/storage.py

@@ -0,0 +1,112 @@
+import hashlib
+import io
+from dataclasses import dataclass
+
+from django.conf import settings
+from minio import Minio
+from PIL import Image, UnidentifiedImageError
+
+
+class DraftImageError(ValueError):
+    def __init__(self, status_code: int, message: str):
+        super().__init__(message)
+        self.status_code = status_code
+
+
+@dataclass(frozen=True)
+class PreparedImage:
+    data: bytes
+    file_name: str
+    mime_type: str
+    extension: str
+    sha256: str
+
+
+FORMATS = {
+    "JPEG": ("image/jpeg", "jpg"),
+    "PNG": ("image/png", "png"),
+    "WEBP": ("image/webp", "webp"),
+}
+
+
+def prepare_image(raw: bytes, original_name: str) -> PreparedImage:
+    if len(raw) > 10 * 1024 * 1024:
+        raise DraftImageError(413, "单张图片不能超过 10 MB")
+    try:
+        with Image.open(io.BytesIO(raw)) as image:
+            image.verify()
+        with Image.open(io.BytesIO(raw)) as image:
+            if image.format not in FORMATS or getattr(image, "is_animated", False):
+                raise DraftImageError(415, "仅支持 JPEG、PNG 和 WebP 静态图片")
+            mime_type, extension = FORMATS[image.format]
+            if image.mode not in {"RGB", "RGBA", "L"}:
+                image = image.convert("RGBA" if "A" in image.getbands() else "RGB")
+            output = io.BytesIO()
+            save_format = "JPEG" if extension == "jpg" else image.format
+            if save_format == "JPEG" and image.mode != "RGB":
+                image = image.convert("RGB")
+            image.save(output, format=save_format, quality=90, optimize=True)
+    except DraftImageError:
+        raise
+    except (UnidentifiedImageError, OSError, ValueError) as error:
+        raise DraftImageError(415, "图片内容无法识别或格式不受支持") from error
+    data = output.getvalue()
+    stem = original_name.rsplit(".", 1)[0].strip() or "image"
+    return PreparedImage(
+        data=data,
+        file_name=f"{stem}.{extension}",
+        mime_type=mime_type,
+        extension=extension,
+        sha256=hashlib.sha256(data).hexdigest(),
+    )
+
+
+def client() -> Minio:
+    return Minio(
+        settings.MINIO_ENDPOINT,
+        access_key=settings.MINIO_ACCESS_KEY,
+        secret_key=settings.MINIO_SECRET_KEY,
+        secure=settings.MINIO_SECURE,
+    )
+
+
+def ensure_bucket(storage: Minio) -> None:
+    if not storage.bucket_exists(settings.MINIO_BUCKET):
+        storage.make_bucket(settings.MINIO_BUCKET)
+
+
+def put_object(path: str, data: bytes, mime_type: str) -> None:
+    storage = client()
+    ensure_bucket(storage)
+    storage.put_object(
+        settings.MINIO_BUCKET,
+        path,
+        io.BytesIO(data),
+        len(data),
+        content_type=mime_type,
+    )
+
+
+def get_object(path: str) -> bytes:
+    response = client().get_object(settings.MINIO_BUCKET, path)
+    try:
+        return response.read()
+    finally:
+        response.close()
+        response.release_conn()
+
+
+def delete_object(path: str) -> None:
+    client().remove_object(settings.MINIO_BUCKET, path)
+
+
+def copy_object(source_path: str, target_path: str) -> None:
+    from minio.commonconfig import CopySource
+
+    storage = client()
+    ensure_bucket(storage)
+    storage.copy_object(
+        settings.MINIO_BUCKET,
+        target_path,
+        CopySource(settings.MINIO_BUCKET, source_path),
+    )

backend/apps/tickets/tasks.py

@@ -0,0 +1,55 @@
+from celery import shared_task
+from django.utils import timezone
+
+from apps.agents.models import AgentArtifact, AgentRun
+from apps.audit.models import OperationAuditLog
+from apps.modelhub.models import ModelInvocation
+from apps.tickets.draft_services import execute_draft_analysis
+from apps.tickets.models import TicketDraft
+from apps.tickets.storage import delete_object
+
+
+@shared_task(name="apps.tickets.tasks.execute_ticket_draft_analysis")
+def execute_ticket_draft_analysis(draft_id: int, run_id: int) -> None:
+    execute_draft_analysis(draft_id, run_id)
+
+
+@shared_task(name="apps.tickets.tasks.cleanup_expired_ticket_drafts")
+def cleanup_expired_ticket_drafts() -> int:
+    queryset = TicketDraft.objects.filter(
+        expires_at__lt=timezone.now(), confirmed_ticket__isnull=True
+    ).prefetch_related("images")
+    count = queryset.count()
+    for draft in queryset:
+        public_id = str(draft.public_id)
+        for image in draft.images.all():
+            try:
+                delete_object(image.storage_path)
+            except Exception:
+                pass
+        OperationAuditLog.objects.create(
+            user=draft.created_by,
+            module="tickets",
+            action="draft_expired",
+            target_type="ticket_draft",
+            target_id=str(draft.public_id),
+            request_snapshot={
+                "status": draft.status,
+                "guided_rounds": draft.guided_rounds,
+                "image_count": draft.images.count(),
+            },
+            result="success",
+        )
+        runs = AgentRun.objects.filter(input_payload__draft_public_id=public_id)
+        invocation_ids = list(
+            ModelInvocation.objects.filter(agent_attempts__step__run__in=runs)
+            .values_list("id", flat=True)
+            .distinct()
+        )
+        AgentArtifact.objects.filter(
+            artifact_type="ticket_draft", payload__draft_public_id=public_id
+        ).delete()
+        runs.delete()
+        ModelInvocation.objects.filter(id__in=invocation_ids).delete()
+        draft.delete()
+    return count

backend/apps/tickets/tests/test_ticket_drafts.py

@@ -0,0 +1,277 @@
+import io
+
+import pytest
+from django.core.files.uploadedfile import SimpleUploadedFile
+from django.utils import timezone
+from PIL import Image
+
+from apps.agents.models import AgentDefinition, AgentStepBinding, AgentVersion
+from apps.audit.models import OperationAuditLog
+from apps.modelhub.crypto import encrypt_secret
+from apps.modelhub.models import ModelDeployment, ModelProvider
+from apps.skills.models import SkillDefinition, SkillVersion
+from apps.tickets.draft_services import TicketDraftError, add_answer
+from apps.tickets.models import Ticket, TicketCategory, TicketDraft, TicketDraftMessage
+from apps.tickets.tasks import cleanup_expired_ticket_drafts
+
+
+def ticket_fields(**overrides):
+    fields = {
+        "title": "生产采集任务未更新",
+        "description": "生产环境采集任务已两小时没有更新",
+        "category_code": "technical_issue",
+        "priority": "high",
+        "problem_performance": "采集进度停滞",
+        "problem_object": "采集任务 A",
+        "submitter_name": "张三",
+        "submitter_org": "华东分公司",
+        "impact_scope": "单个任务",
+        "environment": "生产环境",
+        "related_system": "数据中台",
+    }
+    fields.update(overrides)
+    return fields
+
+
+def create_ticket_agent(*, capability="text_chat", approved=False):
+    provider = ModelProvider.objects.create(
+        name="建单渠道",
+        base_url="https://models.example.com/v1",
+        api_key_encrypted=encrypt_secret("secret"),
+        image_egress_approved=approved,
+    )
+    deployment = ModelDeployment.objects.create(
+        provider=provider,
+        display_name="建单模型",
+        model_name="ticket-model",
+        capability=capability,
+    )
+    skill = SkillDefinition.objects.create(code="ticket-draft", name="建单")
+    skill_version = SkillVersion.objects.create(
+        definition=skill,
+        version=1,
+        status="published",
+        prompt_template="{{ input.source_text }}",
+        input_schema={
+            "type": "object",
+            "properties": {"source_text": {"type": "string"}},
+            "required": ["source_text"],
+        },
+        output_schema={"type": "object"},
+    )
+    agent = AgentDefinition.objects.create(code="ticket-intake", name="建单 Agent")
+    version = AgentVersion.objects.create(
+        definition=agent,
+        version=1,
+        status="published",
+        model_deployment=deployment,
+        input_schema={"type": "object"},
+    )
+    AgentStepBinding.objects.create(
+        agent_version=version,
+        code="draft",
+        order=1,
+        skill_version=skill_version,
+        input_mapping={"source_text": "$input.source_text"},
+    )
+    agent.active_version = version
+    agent.save(update_fields=["active_version"])
+    return agent
+
+
+@pytest.fixture
+def category(db):
+    return TicketCategory.objects.get(code="technical_issue")
+
+
+def test_feature_requires_published_ticket_agent(admin_client, db):
+    response = admin_client.get("/api/ticket-drafts/availability")
+
+    assert response.status_code == 200
+    assert response.json()["available"] is False
+    create_ticket_agent()
+    response = admin_client.get("/api/ticket-drafts/availability")
+    assert response.json()["available"] is True
+    assert response.json()["vision_available"] is False
+
+
+def test_revision_conflict_and_manual_edit(admin_client, db):
+    create_ticket_agent()
+    created = admin_client.post(
+        "/api/ticket-drafts",
+        data={"source_text": "任务未更新"},
+        content_type="application/json",
+    ).json()
+
+    response = admin_client.patch(
+        f"/api/ticket-drafts/{created['public_id']}",
+        data={"expected_revision": created["revision"], "fields": ticket_fields()},
+        content_type="application/json",
+    )
+    assert response.status_code == 200
+    assert response.json()["revision"] == 2
+
+    conflict = admin_client.patch(
+        f"/api/ticket-drafts/{created['public_id']}",
+        data={"expected_revision": 1, "fields": ticket_fields()},
+        content_type="application/json",
+    )
+    assert conflict.status_code == 409
+
+
+def test_confirm_is_idempotent_and_records_accepted(admin_client, category):
+    from django.contrib.auth import get_user_model
+
+    creator = get_user_model().objects.filter(is_superuser=True).first()
+    fields = ticket_fields()
+    draft = TicketDraft.objects.create(
+        created_by=creator,
+        status="ready",
+        current_fields=fields,
+        last_ai_fields=fields,
+    )
+
+    first = admin_client.post(
+        f"/api/ticket-drafts/{draft.public_id}/confirm",
+        data={"expected_revision": draft.revision},
+        content_type="application/json",
+    )
+    second = admin_client.post(
+        f"/api/ticket-drafts/{draft.public_id}/confirm",
+        data={"expected_revision": draft.revision},
+        content_type="application/json",
+    )
+
+    assert first.status_code == 200
+    assert second.status_code == 200
+    assert first.json()["confirmed_ticket"]["id"] == second.json()["confirmed_ticket"]["id"]
+    assert first.json()["decision"] == "accepted"
+    assert Ticket.objects.count() == 1
+    assert Ticket.objects.get().ai_solution == ""
+
+
+def test_confirm_records_modified_and_reject_records_rejected(admin_client, category):
+    from django.contrib.auth import get_user_model
+
+    creator = get_user_model().objects.filter(is_superuser=True).first()
+    draft = TicketDraft.objects.create(
+        created_by=creator,
+        status="ready",
+        current_fields=ticket_fields(title="用户修改后的标题"),
+        last_ai_fields=ticket_fields(),
+    )
+    response = admin_client.post(
+        f"/api/ticket-drafts/{draft.public_id}/confirm",
+        data={"expected_revision": 1},
+        content_type="application/json",
+    )
+    assert response.json()["decision"] == "modified"
+
+    rejected = TicketDraft.objects.create(created_by=creator, source_text="放弃")
+    response = admin_client.post(
+        f"/api/ticket-drafts/{rejected.public_id}/reject",
+        data={"expected_revision": 1},
+        content_type="application/json",
+    )
+    assert response.json()["decision"] == "rejected"
+
+
+def test_guided_answers_stop_after_five_rounds(admin_client, db):
+    from django.contrib.auth import get_user_model
+
+    draft = TicketDraft.objects.create(
+        created_by=get_user_model().objects.filter(is_superuser=True).first(),
+        guided_rounds=4,
+    )
+    add_answer(draft, "第五轮回答", "第五轮问题")
+    draft.refresh_from_db()
+    assert draft.guided_rounds == 5
+    assert TicketDraftMessage.objects.filter(draft=draft).count() == 2
+    with pytest.raises(TicketDraftError, match="最多进行 5 轮"):
+        add_answer(draft, "第六轮", "")
+
+
+def test_image_upload_validates_content_and_never_audits_source_text(admin_client, db, monkeypatch):
+    create_ticket_agent(capability="vision_chat", approved=True)
+    created = admin_client.post(
+        "/api/ticket-drafts",
+        data={"source_text": "包含敏感客户信息的原文"},
+        content_type="application/json",
+    ).json()
+    monkeypatch.setattr("apps.tickets.draft_api.put_object", lambda *args: None)
+    output = io.BytesIO()
+    Image.new("RGB", (8, 8), color="red").save(output, format="PNG")
+    upload = SimpleUploadedFile("proof.png", output.getvalue(), content_type="text/plain")
+
+    response = admin_client.post(
+        f"/api/ticket-drafts/{created['public_id']}/images", {"file": upload}
+    )
+    assert response.status_code == 200
+    assert response.json()["images"][0]["mime_type"] == "image/png"
+    snapshots = list(
+        OperationAuditLog.objects.filter(target_id=created["public_id"]).values_list(
+            "request_snapshot", flat=True
+        )
+    )
+    assert "包含敏感客户信息的原文" not in str(snapshots)
+
+
+def test_text_model_rejects_image_analysis(admin_client, db):
+    create_ticket_agent(capability="text_chat")
+    created = admin_client.post(
+        "/api/ticket-drafts",
+        data={"source_text": "任务未更新"},
+        content_type="application/json",
+    ).json()
+    draft = TicketDraft.objects.get(public_id=created["public_id"])
+    draft.images.create(
+        file_name="proof.png",
+        mime_type="image/png",
+        file_size=10,
+        sha256="0" * 64,
+        storage_path="ticket-drafts/proof.png",
+    )
+    response = admin_client.post(
+        f"/api/ticket-drafts/{created['public_id']}/analyze",
+        data={"expected_revision": created["revision"]},
+        content_type="application/json",
+    )
+    assert response.status_code == 422
+    assert "不支持图片" in response.json()["detail"]
+
+
+def test_cleanup_deletes_unconfirmed_details_but_keeps_confirmed_draft(
+    admin_client, db, monkeypatch
+):
+    from django.contrib.auth import get_user_model
+
+    creator = get_user_model().objects.filter(is_superuser=True).first()
+    expired = TicketDraft.objects.create(
+        created_by=creator,
+        source_text="过期敏感原文",
+        expires_at=timezone.now(),
+    )
+    expired.images.create(
+        file_name="proof.png",
+        mime_type="image/png",
+        file_size=10,
+        sha256="0" * 64,
+        storage_path="ticket-drafts/proof.png",
+    )
+    confirmed = TicketDraft.objects.create(
+        created_by=creator,
+        status="confirmed",
+        expires_at=timezone.now(),
+        confirmed_ticket=Ticket.objects.create(
+            ticket_no="TK202607160001", title="已确认", description="保留"
+        ),
+    )
+    deleted_paths = []
+    monkeypatch.setattr("apps.tickets.tasks.delete_object", lambda path: deleted_paths.append(path))
+
+    assert cleanup_expired_ticket_drafts() == 1
+    assert not TicketDraft.objects.filter(id=expired.id).exists()
+    assert TicketDraft.objects.filter(id=confirmed.id).exists()
+    assert deleted_paths == ["ticket-drafts/proof.png"]
+    audit = OperationAuditLog.objects.get(action="draft_expired", target_id=str(expired.public_id))
+    assert "过期敏感原文" not in str(audit.request_snapshot)

backend/config/settings/base.py

@@ -112,10 +112,21 @@ CELERY_RESULT_BACKEND = os.getenv("CELERY_RESULT_BACKEND", "redis://localhost:63
 
 AI_CREDENTIAL_ENCRYPTION_KEY = os.getenv("AI_CREDENTIAL_ENCRYPTION_KEY", "")
 AI_RUN_RETENTION_DAYS = int(os.getenv("AI_RUN_RETENTION_DAYS", "90"))
+TICKET_DRAFT_RETENTION_HOURS = int(os.getenv("TICKET_DRAFT_RETENTION_HOURS", "24"))
+
+MINIO_ENDPOINT = os.getenv("MINIO_ENDPOINT", "localhost:9000")
+MINIO_ACCESS_KEY = os.getenv("MINIO_ACCESS_KEY", os.getenv("MINIO_ROOT_USER", "minio"))
+MINIO_SECRET_KEY = os.getenv("MINIO_SECRET_KEY", os.getenv("MINIO_ROOT_PASSWORD", "minio123"))
+MINIO_BUCKET = os.getenv("MINIO_BUCKET", "ai-ticket-platform")
+MINIO_SECURE = os.getenv("MINIO_SECURE", "false").lower() == "true"
 
 CELERY_BEAT_SCHEDULE = {
     "cleanup-expired-agent-runs": {
         "task": "apps.agents.tasks.cleanup_expired_agent_runs",
         "schedule": 86400.0,
-    }
+    },
+    "cleanup-expired-ticket-drafts": {
+        "task": "apps.tickets.tasks.cleanup_expired_ticket_drafts",
+        "schedule": 3600.0,
+    },
 }

backend/config/urls.py

@@ -12,12 +12,14 @@ from apps.skills.api import router as skills_router
 from apps.solutions.api import router as solutions_router
 from apps.system.api import router as system_router
 from apps.tickets.api import router as tickets_router
+from apps.tickets.draft_api import router as ticket_drafts_router
 
 api = NinjaAPI(title="AI Ticket Platform API", version="0.1.0")
 api.add_router("/accounts", accounts_router)
 api.add_router("/system", system_router)
 api.add_router("/audit", audit_router)
 api.add_router("/tickets", tickets_router)
+api.add_router("/ticket-drafts", ticket_drafts_router)
 api.add_router("/solutions", solutions_router)
 api.add_router("/knowledge", knowledge_router)
 api.add_router("/modelhub", modelhub_router)

backend/pyproject.toml

@@ -15,6 +15,8 @@ dependencies = [
   "openai>=1.50,<3.0",
   "cryptography>=43.0,<47.0",
   "jsonschema>=4.23,<5.0",
+  "minio>=7.2,<8.0",
+  "Pillow>=11.0,<12.0",
 ]
 
 [build-system]