ai-ticket-platform/backend/apps/tickets/automation.py

"""工单从自动建单到一次确认、送达解决和定时关闭的领域编排。"""

from datetime import timedelta

from django.conf import settings
from django.db import transaction
from django.db.models import Max
from django.utils import timezone

from apps.audit.models import OperationAuditLog
from apps.tickets.models import (
    CustomerReplyTask,
    Ticket,
    TicketActorSource,
    TicketAutomationEvent,
    TicketAutomationRun,
    TicketAutomationRunStatus,
    TicketStatus,
    TicketSupportAnalysis,
)
from apps.tickets.replies import (
    confirm_customer_reply_sent,
    update_customer_reply,
)
from apps.tickets.services import (
    TicketDataError,
    TicketStatusError,
    adopt_solution_for_ticket,
    create_follow_up_ticket,
    reopen_ticket,
    transition_ticket,
    update_ticket_fields,
)
from apps.tickets.support_analysis import (
    SupportAnalysisError,
    start_ticket_support_analysis,
)
from apps.workitems.models import WorkItem, WorkItemStatus, WorkItemType

ACTIVE_AUTOMATION_STATUSES = {
    TicketAutomationRunStatus.QUEUED,
    TicketAutomationRunStatus.RUNNING,
    TicketAutomationRunStatus.WAITING_INPUT,
    TicketAutomationRunStatus.WAITING_APPROVAL,
    TicketAutomationRunStatus.WAITING_DELIVERY,
    TicketAutomationRunStatus.WAITING_CUSTOMER,
}


class TicketAutomationError(ValueError):
    pass


def ticket_automation_readiness() -> dict:
    """检查自动闭环的静态依赖；失败时新工单安全回退现有人工流程。"""

    from apps.agents.models import AgentDefinition
    from apps.channels.models import ChannelEndpoint

    definitions = {
        item.code: item
        for item in AgentDefinition.objects.select_related(
            "active_version__model_deployment__provider"
        ).filter(code__in={"ticket-intake", "support-analysis"})
    }

    def agent_ready(code: str) -> bool:
        definition = definitions.get(code)
        if definition is None or definition.active_version_id is None:
            return False
        deployment = definition.active_version.model_deployment
        return bool(
            deployment
            and deployment.enabled
            and deployment.archived_at is None
            and deployment.provider.enabled
            and deployment.provider.archived_at is None
        )

    checks = {
        "ticket_intake_agent": agent_ready("ticket-intake"),
        "support_analysis_agent": agent_ready("support-analysis"),
        "celery_broker_configured": bool(settings.CELERY_BROKER_URL),
        "object_storage_configured": all(
            [
                settings.MINIO_ENDPOINT,
                settings.MINIO_ACCESS_KEY,
                settings.MINIO_SECRET_KEY,
                settings.MINIO_BUCKET,
            ]
        ),
    }
    channel_configured = ChannelEndpoint.objects.filter(enabled=True).exists()
    return {
        "enabled": bool(settings.TICKET_AUTOMATION_ENABLED),
        "ready": all(checks.values()),
        "checks": checks,
        "delivery_mode": "managed_channel" if channel_configured else "manual_confirmation",
    }


def _dispatch_advance(run_id: int) -> None:
    from apps.tickets.tasks import advance_ticket_automation_task

    advance_ticket_automation_task.delay(run_id)


def _dispatch_close(run_id: int, eta) -> None:
    from apps.tickets.tasks import close_ticket_automation_task

    close_ticket_automation_task.apply_async(args=[run_id], eta=eta)


def resume_automation_for_agent_run(agent_run_id: int) -> None:
    analysis = TicketSupportAnalysis.objects.filter(run_id=agent_run_id).first()
    if analysis is None:
        return
    automation_run = analysis.automation_runs.filter(
        status__in=ACTIVE_AUTOMATION_STATUSES
    ).first()
    if automation_run is not None:
        _dispatch_advance(automation_run.id)


def append_automation_event(
    run: TicketAutomationRun,
    event_type: str,
    payload: dict | None = None,
) -> TicketAutomationEvent:
    """在锁持有事务中分配单调序号，供页面续传和审计。"""

    latest = (
        TicketAutomationEvent.objects.filter(run=run).aggregate(value=Max("sequence"))[
            "value"
        ]
        or 0
    )
    return TicketAutomationEvent.objects.create(
        run=run,
        sequence=latest + 1,
        event_type=event_type,
        payload=payload or {},
    )


def automation_policy_snapshot() -> dict:
    return {
        "version": "ticket_once_confirm_v1",
        "max_retries": int(settings.TICKET_AUTOMATION_MAX_RETRIES),
        "auto_close_hours": int(settings.TICKET_AUTO_CLOSE_HOURS),
        "support_reference_min_score": float(settings.SUPPORT_REFERENCE_MIN_SCORE),
    }


@transaction.atomic
def start_ticket_automation(
    ticket: Ticket,
    *,
    initiated_by=None,
    blocking_missing_fields: list[str] | None = None,
    blocking_questions: list[str] | None = None,
    force: bool = False,
) -> TicketAutomationRun | None:
    """创建唯一活动编排；默认受功能开关控制，显式重试可强制启动。"""

    if not force and not settings.TICKET_AUTOMATION_ENABLED:
        return None
    if not force and not ticket_automation_readiness()["ready"]:
        return None
    ticket = Ticket.objects.select_for_update(of=("self",)).get(id=ticket.id)
    if ticket.status == TicketStatus.CLOSED or ticket.archived_at is not None:
        raise TicketAutomationError("已关闭或已归档工单不能启动自动处理")
    active = (
        TicketAutomationRun.objects.select_for_update()
        .filter(ticket=ticket, status__in=ACTIVE_AUTOMATION_STATUSES)
        .first()
    )
    if active is not None:
        return active
    run = TicketAutomationRun.objects.create(
        ticket=ticket,
        initiated_by=initiated_by,
        policy_snapshot=automation_policy_snapshot(),
        blocking_missing_fields=blocking_missing_fields or [],
        blocking_questions=blocking_questions or [],
    )
    append_automation_event(
        run,
        "queued",
        {
            "ticket_id": ticket.id,
            "blocking_missing_fields": run.blocking_missing_fields,
        },
    )
    ticket.events.create(
        event_type="automation_started",
        to_value={"automation_run_public_id": str(run.public_id)},
        operator=initiated_by,
        source=TicketActorSource.SYSTEM,
        metadata={"policy": run.policy_snapshot},
    )
    transaction.on_commit(lambda: _dispatch_advance(run.id))
    return run


def _mark_failed(
    run: TicketAutomationRun,
    code: str,
    message: str,
) -> TicketAutomationRun:
    run.status = TicketAutomationRunStatus.FAILED
    run.current_step = "human_takeover"
    run.last_error_code = code
    run.last_error_message = message
    run.finished_at = timezone.now()
    run.save()
    append_automation_event(run, "failed", {"error_code": code, "message": message})
    WorkItem.objects.get_or_create(
        task_type=WorkItemType.SUPPORT_ANALYSIS_FAILED,
        object_type="ticket_automation_run",
        object_id=str(run.public_id),
        status=WorkItemStatus.ACTIVE,
        defaults={
            "ticket": run.ticket,
            "title": f"工单 {run.ticket.ticket_no} 自动分析待接管",
            "description": message,
            "payload": {
                "automation_run_public_id": str(run.public_id),
                "error_code": code,
            },
            "assignee": run.ticket.assignee,
            "created_by": run.initiated_by,
        },
    )
    return run


@transaction.atomic
def advance_ticket_automation(run_id: int) -> TicketAutomationRun:
    """幂等推进自动流程；异步边界只保存等待状态，由完成回调继续。"""

    run = (
        TicketAutomationRun.objects.select_for_update(of=("self",))
        .select_related("ticket__category", "initiated_by", "support_analysis__run")
        .get(id=run_id)
    )
    if run.status not in ACTIVE_AUTOMATION_STATUSES:
        return run
    ticket = Ticket.objects.select_for_update(of=("self",)).select_related("category").get(
        id=run.ticket_id
    )
    if ticket.status == TicketStatus.CLOSED:
        run.status = TicketAutomationRunStatus.COMPLETED
        run.current_step = "closed"
        run.finished_at = run.finished_at or timezone.now()
        run.save()
        append_automation_event(run, "completed", {"ticket_status": ticket.status})
        return run
    if run.blocking_missing_fields:
        run.status = TicketAutomationRunStatus.WAITING_INPUT
        run.current_step = "collect_input"
        run.save()
        append_automation_event(
            run,
            "waiting_input",
            {
                "missing_fields": run.blocking_missing_fields,
                "questions": run.blocking_questions,
            },
        )
        return run

    run.status = TicketAutomationRunStatus.RUNNING
    run.started_at = run.started_at or timezone.now()
    run.last_error_code = ""
    run.last_error_message = ""

    try:
        if ticket.status == TicketStatus.PENDING_INFO:
            run.current_step = "accept_intake"
            transition_ticket(
                ticket,
                TicketStatus.PENDING,
                "非阻塞字段允许后续补全，自动进入待处理",
                run.initiated_by,
                source=TicketActorSource.SYSTEM,
            )
            ticket.refresh_from_db()
            append_automation_event(run, "intake_accepted")
        if ticket.status == TicketStatus.PENDING:
            run.current_step = "start_processing"
            transition_ticket(
                ticket,
                TicketStatus.IN_PROGRESS,
                "自动编排开始支持分析",
                run.initiated_by,
                source=TicketActorSource.SYSTEM,
            )
            ticket.refresh_from_db()
            append_automation_event(run, "processing_started")
        if ticket.status == TicketStatus.IN_PROGRESS:
            run.current_step = "support_analysis"
            analysis = run.support_analysis
            if analysis is None:
                analysis = start_ticket_support_analysis(
                    ticket,
                    created_by=run.initiated_by,
                    source=TicketActorSource.AGENT,
                )
                run.support_analysis = analysis
                run.save()
                append_automation_event(
                    run,
                    "analysis_started",
                    {"agent_run_public_id": str(analysis.run.public_id)},
                )
                return run
            analysis.run.refresh_from_db()
            if analysis.run.status in {"queued", "running"}:
                run.save()
                return run
            if analysis.run.status != "succeeded" or analysis.processed_at is None:
                max_retries = int(run.policy_snapshot.get("max_retries", 2))
                if run.retry_count < max_retries:
                    run.retry_count += 1
                    run.support_analysis = None
                    run.save()
                    append_automation_event(
                        run,
                        "analysis_retrying",
                        {
                            "retry_count": run.retry_count,
                            "error_code": analysis.run.error_code,
                        },
                    )
                    transaction.on_commit(lambda: _dispatch_advance(run.id))
                    return run
                return _mark_failed(
                    run,
                    analysis.run.error_code or "support_analysis_failed",
                    analysis.run.error_message or "支持分析未形成可信结果，请人工接管",
                )
            reply_task = (
                CustomerReplyTask.objects.filter(
                    ticket=ticket,
                    support_analysis=analysis,
                    status__in=["draft", "approved"],
                )
                .order_by("-created_at")
                .first()
            )
            if reply_task is None:
                return _mark_failed(
                    run,
                    "reply_task_missing",
                    "支持分析已完成，但未生成正式客户回复任务",
                )
            transition_ticket(
                ticket,
                TicketStatus.PENDING_CONFIRM,
                "支持分析和正式回复已准备完成，等待一次批准发送",
                run.initiated_by,
                source=TicketActorSource.AGENT,
                agent_run_id=analysis.run_id,
            )
            run.reply_task = reply_task
            run.status = TicketAutomationRunStatus.WAITING_APPROVAL
            run.current_step = "approve_and_send"
            run.save()
            WorkItem.objects.filter(
                task_type=WorkItemType.SUPPORT_ANALYSIS_FAILED,
                object_type="ticket_automation_run",
                object_id=str(run.public_id),
                status=WorkItemStatus.ACTIVE,
            ).update(
                status=WorkItemStatus.COMPLETED,
                completed_by=run.initiated_by,
                completed_at=timezone.now(),
            )
            append_automation_event(
                run,
                "waiting_approval",
                {
                    "support_analysis_id": analysis.id,
                    "reply_task_id": reply_task.id,
                    "result_mode": analysis.result_mode,
                },
            )
            return run
        if ticket.status == TicketStatus.PENDING_CONFIRM:
            run.status = TicketAutomationRunStatus.WAITING_APPROVAL
            run.current_step = "approve_and_send"
            run.save()
            return run
        if ticket.status == TicketStatus.RESOLVED:
            _schedule_customer_wait(run)
            return run
    except (SupportAnalysisError, TicketStatusError, TicketDataError) as error:
        return _mark_failed(run, "automation_step_failed", str(error))

    run.save()
    return run


def _approval_resolution(run: TicketAutomationRun) -> tuple[str, str, int | None]:
    approval = run.policy_snapshot.get("approval", {})
    return (
        str(approval.get("resolution_text") or "").strip(),
        str(approval.get("root_cause") or "").strip(),
        approval.get("solution_id"),
    )


@transaction.atomic
def approve_and_send(
    run: TicketAutomationRun,
    *,
    actor,
    expected_reply_revision: int,
    final_text: str,
    resolution_text: str,
    root_cause: str = "",
    solution_id: int | None = None,
    channel_endpoint_id: int | None = None,
    external_conversation_id: str = "",
    manual_delivery_confirmed: bool = False,
) -> TicketAutomationRun:
    """一次冻结方案和回复；有渠道则投递，无渠道则确认外部已发送。"""

    run = (
        TicketAutomationRun.objects.select_for_update(of=("self",))
        .select_related("ticket", "reply_task")
        .get(id=run.id)
    )
    if run.status in {
        TicketAutomationRunStatus.WAITING_CUSTOMER,
        TicketAutomationRunStatus.COMPLETED,
    } and run.approved_at:
        return run
    if run.status not in {
        TicketAutomationRunStatus.WAITING_APPROVAL,
        TicketAutomationRunStatus.WAITING_DELIVERY,
    }:
        raise TicketAutomationError("当前工单不等待批准发送")
    if run.reply_task_id is None:
        raise TicketAutomationError("正式客户回复任务不存在")
    if not resolution_text.strip() and not solution_id:
        raise TicketAutomationError("批准前必须提供解决结论或已发布方案")
    task = run.reply_task
    if task.status == "draft" and final_text.strip() != task.final_text:
        task = update_customer_reply(
            task,
            final_text,
            expected_revision=expected_reply_revision,
            actor=actor,
        )
        expected_reply_revision = task.revision
    elif task.revision != expected_reply_revision:
        raise TicketAutomationError("客户回复版本已变化，请刷新后重试")

    snapshot = dict(run.policy_snapshot)
    snapshot["approval"] = {
        "resolution_text": resolution_text.strip(),
        "root_cause": root_cause.strip(),
        "solution_id": solution_id,
        "reply_task_id": task.id,
        "reply_revision": task.revision,
        "approved_at": timezone.now().isoformat(),
    }
    run.policy_snapshot = snapshot
    run.approved_by = actor
    run.approved_at = timezone.now()
    run.reply_task = task

    if channel_endpoint_id:
        from apps.channels.models import ChannelEndpoint
        from apps.channels.services import ChannelError, queue_outbound_message

        endpoint = ChannelEndpoint.objects.filter(id=channel_endpoint_id, enabled=True).first()
        if endpoint is None:
            raise TicketAutomationError("渠道不存在或已停用")
        try:
            message = queue_outbound_message(
                endpoint,
                {
                    "external_conversation_id": external_conversation_id,
                    "idempotency_key": f"ticket-automation:{run.public_id}:reply:{task.revision}",
                    "customer_reply_task_id": task.id,
                    "expected_revision": task.revision,
                    "payload": {"automation_run_public_id": str(run.public_id)},
                },
                actor=actor,
            )
        except ChannelError as error:
            raise TicketAutomationError(str(error)) from error
        run.status = TicketAutomationRunStatus.WAITING_DELIVERY
        run.current_step = "wait_delivery"
        run.save()
        append_automation_event(
            run,
            "reply_queued",
            {"channel_message_public_id": str(message.public_id)},
        )
    elif manual_delivery_confirmed:
        confirm_customer_reply_sent(
            task,
            expected_revision=task.revision,
            actor=actor,
        )
        run.status = TicketAutomationRunStatus.WAITING_DELIVERY
        run.current_step = "wait_delivery_callback"
        run.save()
        append_automation_event(run, "manual_delivery_confirmed")
    else:
        raise TicketAutomationError("请选择发送渠道，或确认已在外部完成发送")

    OperationAuditLog.objects.create(
        user=actor,
        module="tickets",
        action="automation_approved_and_sent",
        target_type="ticket_automation_run",
        target_id=str(run.public_id),
        request_snapshot={
            "ticket_id": run.ticket_id,
            "reply_task_id": task.id,
            "reply_revision": task.revision,
            "solution_id": solution_id,
            "delivery_mode": "channel" if channel_endpoint_id else "manual_confirmed",
        },
        result="success",
    )
    return run


@transaction.atomic
def handle_customer_reply_delivered(reply_task_id: int) -> TicketAutomationRun | None:
    """渠道或人工确认送达后记录解决结果并启动无异议关闭计时。"""

    run = (
        TicketAutomationRun.objects.select_for_update(of=("self",))
        .select_related("ticket__category", "approved_by", "support_analysis__run")
        .filter(
            reply_task_id=reply_task_id,
            status__in={
                TicketAutomationRunStatus.WAITING_DELIVERY,
                TicketAutomationRunStatus.WAITING_APPROVAL,
            },
        )
        .first()
    )
    if run is None:
        return None
    ticket = Ticket.objects.select_for_update(of=("self",)).select_related("category").get(
        id=run.ticket_id
    )
    if ticket.status == TicketStatus.PENDING_CONFIRM:
        resolution_text, root_cause, solution_id = _approval_resolution(run)
        if solution_id:
            from apps.solutions.models import Solution

            solution = Solution.objects.filter(id=solution_id, status="published").first()
            if solution is None:
                return _mark_failed(run, "solution_changed", "批准的解决方案已失效")
            adopt_solution_for_ticket(
                ticket,
                solution,
                run.approved_by,
                remark="客户回复送达后按一次批准结果标记解决",
                replied_to_customer=True,
                source=TicketActorSource.SYSTEM,
                agent_run_id=run.support_analysis.run_id
                if run.support_analysis_id
                else None,
            )
        else:
            transition_ticket(
                ticket,
                TicketStatus.RESOLVED,
                "客户回复送达后按一次批准结果标记解决",
                run.approved_by,
                resolution=resolution_text,
                replied_to_customer=True,
                root_cause=root_cause,
                source=TicketActorSource.SYSTEM,
                agent_run_id=run.support_analysis.run_id
                if run.support_analysis_id
                else None,
            )
    _schedule_customer_wait(run)
    return run


@transaction.atomic
def handle_customer_reply_delivery_failed(
    reply_task_id: int,
    error_message: str,
) -> TicketAutomationRun | None:
    """记录渠道失败但保留批准快照，使同一外发消息可安全重试。"""

    run = (
        TicketAutomationRun.objects.select_for_update(of=("self",))
        .filter(
            reply_task_id=reply_task_id,
            status=TicketAutomationRunStatus.WAITING_DELIVERY,
        )
        .first()
    )
    if run is None:
        return None
    run.current_step = "delivery_failed"
    run.last_error_code = "channel_delivery_failed"
    run.last_error_message = error_message[:2000] or "渠道发送失败"
    run.save()
    append_automation_event(
        run,
        "delivery_failed",
        {"error": run.last_error_message},
    )
    return run


def _schedule_customer_wait(run: TicketAutomationRun) -> None:
    hours = int(run.policy_snapshot.get("auto_close_hours", 24))
    eta = timezone.now() + timedelta(hours=hours)
    # 自动关闭已经接管结束动作，避免工作台继续制造一个人工“关闭工单”待办。
    WorkItem.objects.filter(
        ticket_id=run.ticket_id,
        task_type=WorkItemType.TICKET_CLOSE,
        status=WorkItemStatus.ACTIVE,
    ).update(
        status=WorkItemStatus.COMPLETED,
        completed_by=run.approved_by,
        completed_at=timezone.now(),
    )
    run.status = TicketAutomationRunStatus.WAITING_CUSTOMER
    run.current_step = "wait_customer"
    run.next_action_at = eta
    run.save()
    append_automation_event(
        run,
        "waiting_customer",
        {"auto_close_at": eta.isoformat(), "hours": hours},
    )
    transaction.on_commit(lambda: _dispatch_close(run.id, eta))


@transaction.atomic
def close_due_ticket_automation(run_id: int, *, force: bool = False) -> bool:
    """客户无异议窗口结束后，以系统身份幂等关闭已解决工单。"""

    run = (
        TicketAutomationRun.objects.select_for_update(of=("self",))
        .select_related("ticket")
        .get(id=run_id)
    )
    if run.status != TicketAutomationRunStatus.WAITING_CUSTOMER:
        return False
    if not force and (run.next_action_at is None or run.next_action_at > timezone.now()):
        return False
    ticket = Ticket.objects.select_for_update(of=("self",)).get(id=run.ticket_id)
    if ticket.status != TicketStatus.RESOLVED:
        return False
    transition_ticket(
        ticket,
        TicketStatus.CLOSED,
        "客户回复送达后 24 小时无异议，系统按策略自动关闭",
        None,
        source=TicketActorSource.SYSTEM,
    )
    run.status = TicketAutomationRunStatus.COMPLETED
    run.current_step = "closed"
    run.next_action_at = None
    run.finished_at = timezone.now()
    run.save()
    append_automation_event(run, "completed", {"reason": "no_objection_timeout"})
    return True


POSITIVE_CUSTOMER_PHRASES = (
    "已解决",
    "恢复了",
    "可以了",
    "好了",
    "works now",
    "resolved",
)
NEGATIVE_CUSTOMER_PHRASES = (
    "未解决",
    "还是不行",
    "仍然不行",
    "没有恢复",
    "继续报错",
    "not resolved",
    "still broken",
)


@transaction.atomic
def handle_customer_feedback(
    ticket_id: int,
    text: str,
    *,
    channel_message_id: int | None = None,
) -> str:
    """只对明确反馈自动推进；含糊消息暂停关闭，避免误判客户意图。"""

    normalized = " ".join(text.casefold().split())
    run = (
        TicketAutomationRun.objects.select_for_update(of=("self",))
        .select_related("ticket")
        .filter(
            ticket_id=ticket_id,
            status__in={
                TicketAutomationRunStatus.WAITING_CUSTOMER,
                TicketAutomationRunStatus.WAITING_INPUT,
            },
        )
        .first()
    )
    if run is None:
        ticket = Ticket.objects.select_for_update(of=("self",)).filter(id=ticket_id).first()
        if (
            ticket is None
            or ticket.status != TicketStatus.CLOSED
            or not any(phrase in normalized for phrase in NEGATIVE_CUSTOMER_PHRASES)
        ):
            return "ignored"
        follow_up = create_follow_up_ticket(ticket, text)
        completed_run = (
            TicketAutomationRun.objects.filter(
                ticket=ticket,
                status=TicketAutomationRunStatus.COMPLETED,
            )
            .order_by("-created_at")
            .first()
        )
        if completed_run is not None and not completed_run.events.filter(
            event_type="follow_up_created"
        ).exists():
            append_automation_event(
                completed_run,
                "follow_up_created",
                {"follow_up_ticket_id": follow_up.id, "text": text[:500]},
            )
        if channel_message_id:
            from apps.channels.models import ChannelMessage

            message = ChannelMessage.objects.select_related("conversation").filter(
                id=channel_message_id
            ).first()
            if message is not None:
                message.ticket = follow_up
                message.save(update_fields=["ticket", "updated_at"])
                if message.conversation_id:
                    message.conversation.ticket = follow_up
                    message.conversation.save(update_fields=["ticket", "updated_at"])
        return "follow_up_created"
    if (
        run.status == TicketAutomationRunStatus.WAITING_INPUT
        and run.current_step == "collect_input"
        and normalized
    ):
        previous_context = run.ticket.current_result.strip()
        customer_context = f"{previous_context}\n客户补充：{text.strip()}".strip()
        update_ticket_fields(
            run.ticket,
            {
                "current_result": customer_context,
                "customer_last_message_at": timezone.now(),
            },
            source=TicketActorSource.CHANNEL,
        )
        run.blocking_missing_fields = []
        run.blocking_questions = []
        run.status = TicketAutomationRunStatus.QUEUED
        run.current_step = "resume_after_customer_input"
        run.save()
        append_automation_event(run, "customer_input_received", {"text": text[:500]})
        transaction.on_commit(lambda: _dispatch_advance(run.id))
        return "resumed"
    if any(phrase in normalized for phrase in NEGATIVE_CUSTOMER_PHRASES):
        reopen_ticket(run.ticket, source=TicketActorSource.CHANNEL)
        run.status = TicketAutomationRunStatus.RUNNING
        run.current_step = "support_analysis"
        run.support_analysis = None
        run.reply_task = None
        run.next_action_at = None
        run.save()
        append_automation_event(run, "customer_rejected", {"text": text[:500]})
        transaction.on_commit(lambda: _dispatch_advance(run.id))
        return "reopened"
    if any(phrase in normalized for phrase in POSITIVE_CUSTOMER_PHRASES):
        append_automation_event(run, "customer_confirmed", {"text": text[:500]})
        close_due_ticket_automation(run.id, force=True)
        return "closed"

    run.status = TicketAutomationRunStatus.WAITING_INPUT
    run.current_step = "confirm_customer_intent"
    run.blocking_questions = ["请确认客户是否认可当前解决结果"]
    run.next_action_at = None
    run.save()
    append_automation_event(run, "customer_intent_ambiguous", {"text": text[:500]})
    from apps.workitems.models import WorkItem

    WorkItem.objects.get_or_create(
        task_type=WorkItemType.TICKET_CUSTOMER_CONFIRMATION,
        object_type="ticket",
        object_id=str(ticket_id),
        status="active",
        defaults={
            "ticket": run.ticket,
            "title": f"确认工单 {run.ticket.ticket_no} 客户反馈",
            "description": "客户在自动关闭窗口内发送了新消息，需确认是否已经解决。",
            "payload": {
                "automation_run_public_id": str(run.public_id),
                "message": text[:1000],
            },
            "assignee": run.ticket.assignee,
            "created_by": run.approved_by,
        },
    )
    return "needs_confirmation"


@transaction.atomic
def apply_automation_action(
    run: TicketAutomationRun,
    action: str,
    *,
    actor,
) -> TicketAutomationRun:
    run = TicketAutomationRun.objects.select_for_update(of=("self",)).get(id=run.id)
    if (
        action == "retry"
        and run.status == TicketAutomationRunStatus.WAITING_DELIVERY
        and run.current_step == "delivery_failed"
    ):
        from apps.channels.models import ChannelMessage
        from apps.channels.services import ChannelError, retry_outbound_message

        message = (
            ChannelMessage.objects.filter(
                customer_reply_task_id=run.reply_task_id,
                direction="outbound",
                status="failed",
            )
            .order_by("-created_at")
            .first()
        )
        if message is None:
            raise TicketAutomationError("没有可重试的失败渠道消息")
        try:
            retry_outbound_message(message, actor=actor)
        except ChannelError as error:
            raise TicketAutomationError(str(error)) from error
        run.current_step = "wait_delivery"
        run.last_error_code = ""
        run.last_error_message = ""
        run.save()
        append_automation_event(
            run,
            "delivery_retry_queued",
            {"channel_message_public_id": str(message.public_id)},
        )
        return run
    if action in {"pause", "take_over", "cancel"}:
        run.status = TicketAutomationRunStatus.CANCELLED
        run.current_step = "human_takeover" if action == "take_over" else "paused"
        run.finished_at = timezone.now()
        run.save()
        append_automation_event(run, action, {"actor_id": actor.id})
        return run
    if action in {"retry", "resume"}:
        if run.status not in {
            TicketAutomationRunStatus.FAILED,
            TicketAutomationRunStatus.CANCELLED,
            TicketAutomationRunStatus.WAITING_INPUT,
        }:
            raise TicketAutomationError("当前自动化运行不允许重试或恢复")
        if action == "resume" and run.status == TicketAutomationRunStatus.WAITING_INPUT:
            run.blocking_missing_fields = []
            run.blocking_questions = []
        run.status = TicketAutomationRunStatus.QUEUED
        run.current_step = "resume"
        run.last_error_code = ""
        run.last_error_message = ""
        run.finished_at = None
        run.save()
        WorkItem.objects.filter(
            task_type=WorkItemType.SUPPORT_ANALYSIS_FAILED,
            object_type="ticket_automation_run",
            object_id=str(run.public_id),
            status=WorkItemStatus.ACTIVE,
        ).update(
            status=WorkItemStatus.COMPLETED,
            completed_by=actor,
            completed_at=timezone.now(),
        )
        append_automation_event(run, action, {"actor_id": actor.id})
        transaction.on_commit(lambda: _dispatch_advance(run.id))
        return run
    raise TicketAutomationError("未知自动化操作")


def serialize_automation_run(run: TicketAutomationRun) -> dict:
    ticket = run.ticket
    if run.status in {
        TicketAutomationRunStatus.QUEUED,
        TicketAutomationRunStatus.RUNNING,
    }:
        display_phase = "processing"
        next_human_action = ""
    elif run.status == TicketAutomationRunStatus.WAITING_APPROVAL:
        display_phase = "confirmation"
        next_human_action = "approve_and_send"
    elif run.status in {
        TicketAutomationRunStatus.WAITING_DELIVERY,
        TicketAutomationRunStatus.WAITING_CUSTOMER,
    }:
        delivery_failed = run.current_step == "delivery_failed"
        display_phase = "attention" if delivery_failed else "confirmation"
        next_human_action = "retry" if delivery_failed else ""
    elif run.status == TicketAutomationRunStatus.COMPLETED:
        display_phase = "completed"
        next_human_action = ""
    else:
        display_phase = "attention"
        next_human_action = "take_over"
    return {
        "public_id": str(run.public_id),
        "ticket_id": run.ticket_id,
        "ticket_status": ticket.status,
        "status": run.status,
        "current_step": run.current_step,
        "display_phase": display_phase,
        "next_human_action": next_human_action,
        "blocking_missing_fields": run.blocking_missing_fields,
        "blocking_questions": run.blocking_questions,
        "retry_count": run.retry_count,
        "last_error_code": run.last_error_code,
        "last_error_message": run.last_error_message,
        "support_analysis_id": run.support_analysis_id,
        "reply_task_id": run.reply_task_id,
        "next_action_at": run.next_action_at,
        "approved_at": run.approved_at,
        "started_at": run.started_at,
        "finished_at": run.finished_at,
        "created_at": run.created_at,
        "updated_at": run.updated_at,
    }