diff --git a/inquiry-agent/agent/ledger/http_ledger.py b/inquiry-agent/agent/ledger/http_ledger.py index 5a10d5a..b48a837 100644 --- a/inquiry-agent/agent/ledger/http_ledger.py +++ b/inquiry-agent/agent/ledger/http_ledger.py @@ -477,3 +477,49 @@ class HttpLedger: if isinstance(rows, list): return [dict(x) for x in rows if isinstance(x, dict)] return [] + + def start_event_wait(self, *, work_order_no: str, wait_kind: str) -> dict[str, Any]: + out = self._post( + "/inquiry/agent/ticket/startEventWait", + {"workOrderNo": work_order_no, "waitKind": wait_kind}, + ) + if out.get("ok") is False: + return out + out.setdefault("ok", True) + return out + + def clear_event_wait(self, *, work_order_no: str) -> dict[str, Any]: + out = self._post( + "/inquiry/agent/ticket/clearEventWait", + {"workOrderNo": work_order_no}, + ) + if out.get("ok") is False: + return out + out.setdefault("ok", True) + return out + + def list_event_waits(self) -> list[dict[str, Any]]: + out = self._post("/inquiry/agent/ticket/listEventWaits", {}) + rows = out.get("result") if isinstance(out.get("result"), list) else None + if rows is None: + rows = out.get("tickets") if isinstance(out.get("tickets"), list) else [] + return [dict(x) for x in rows if isinstance(x, dict)] + + def record_event_exception(self, *, work_order_no: str, event_exception: str) -> dict[str, Any]: + out = self._post( + "/inquiry/agent/ticket/recordEventException", + {"workOrderNo": work_order_no, "eventException": event_exception}, + ) + if out.get("ok") is False: + return out + out.setdefault("ok", True) + return out + + def get_timeout_by_code(self, *, timeout_code: str) -> dict[str, Any]: + out = self._post( + "/inquiry/agent/responseTimeout/byCode", + {"timeoutCode": timeout_code}, + ) + if "found" not in out: + return {"found": False, "timeoutCode": timeout_code} + return out diff --git a/inquiry-agent/agent/ledger/memory_ledger.py b/inquiry-agent/agent/ledger/memory_ledger.py index a5816f1..5e92a98 100644 --- a/inquiry-agent/agent/ledger/memory_ledger.py +++ b/inquiry-agent/agent/ledger/memory_ledger.py @@ -44,6 +44,10 @@ class MemoryTicket: lost_reason: str = "" next_followup_at: str = "" deal_notify_summary: str = "" + event_exception: str = "" + event_wait_kind: str = "" + event_wait_started_at: str = "" + event_wait_alerted: int = 0 system_exception: str = "" system_exception_reason: str = "" system_exception_step: str = "" @@ -77,6 +81,7 @@ class MemoryLedger: self._staff_by_wecom: dict[str, dict[str, Any]] = {} self._staff_by_name: dict[str, dict[str, Any]] = {} self._exception_notify_users: list[dict[str, Any]] = [] + self._timeouts: dict[str, float] = {} def _next_no(self) -> str: self._seq += 1 @@ -727,3 +732,119 @@ class MemoryLedger: "releaseId": f"CA-{no}-RLSE", "tmsRequestId": f"TMS-RLSE-{no}", } + + def start_event_wait(self, *, work_order_no: str, wait_kind: str) -> dict[str, Any]: + """开始盯等待。同种类不重置起点。不改六态。""" + + no = (work_order_no or "").strip() + kind = (wait_kind or "").strip() + with self._lock: + ticket = self._tickets.get(no) + if ticket is None: + return {"ok": False, "error": "not_found"} + if ticket.status in {"已成交", "已关闭", "转人工"} or not kind: + return {"ok": False, "error": "not_watchable", "status": ticket.status} + if ticket.event_wait_kind == kind and ticket.event_wait_started_at: + return {"ok": True, "work_order_no": no, "eventWaitKind": kind} + ticket.event_wait_kind = kind + ticket.event_wait_started_at = datetime.now(_SHANGHAI).strftime("%Y-%m-%d %H:%M:%S") + ticket.event_wait_alerted = 0 + return {"ok": True, "work_order_no": no, "eventWaitKind": kind} + + def clear_event_wait(self, *, work_order_no: str) -> dict[str, Any]: + no = (work_order_no or "").strip() + with self._lock: + ticket = self._tickets.get(no) + if ticket is None: + return {"ok": False, "error": "not_found"} + ticket.event_wait_kind = "" + ticket.event_wait_started_at = "" + ticket.event_wait_alerted = 0 + return {"ok": True, "work_order_no": no} + + def list_event_waits(self) -> list[dict[str, Any]]: + out: list[dict[str, Any]] = [] + with self._lock: + for ticket in self._tickets.values(): + if not (ticket.event_wait_kind or "").strip(): + continue + if int(ticket.event_wait_alerted or 0) != 0: + continue + if ticket.status in {"已成交", "已关闭", "转人工"}: + continue + watchers: list[dict[str, Any]] = [] + seen: set[str] = set() + sales_id = (ticket.sales_wecom_id or "").strip() + if sales_id: + row = dict(self._staff_by_wecom.get(sales_id) or {}) + watchers.append( + { + "wecomId": sales_id, + "name": str(row.get("name") or ticket.sales_wecom_id), + "roleCode": str(row.get("roleCode") or row.get("role_code") or "sales"), + "notifyEventException": row.get("notifyEventException", 0), + } + ) + seen.add(sales_id) + for uid in ticket.collab_member_ids: + key = str(uid).strip() + if not key or key in seen: + continue + row = dict(self._staff_by_wecom.get(key) or {}) + if not row: + continue + watchers.append( + { + "wecomId": key, + "name": str(row.get("name") or key), + "roleCode": str(row.get("roleCode") or row.get("role_code") or ""), + "notifyEventException": row.get("notifyEventException", 0), + } + ) + seen.add(key) + out.append( + { + "work_order_no": ticket.work_order_no, + "workOrderNo": ticket.work_order_no, + "status": ticket.status, + "business_line": ticket.business_line, + "businessLine": ticket.business_line, + "event_wait_kind": ticket.event_wait_kind, + "eventWaitKind": ticket.event_wait_kind, + "event_wait_started_at": ticket.event_wait_started_at, + "eventWaitStartedAt": ticket.event_wait_started_at, + "sales_wecom_id": ticket.sales_wecom_id, + "salesWecomId": ticket.sales_wecom_id, + "sales_name": str(self._staff_by_wecom.get(sales_id, {}).get("name") or "销售"), + "collab_chat_id": ticket.collab_chat_id, + "collabChatId": ticket.collab_chat_id, + "collab_member_ids": list(ticket.collab_member_ids), + "facts": dict(ticket.facts), + "eventException": ticket.event_exception, + "watchers": watchers, + } + ) + return out + + def record_event_exception(self, *, work_order_no: str, event_exception: str) -> dict[str, Any]: + from agent.policy.event_exception import append_summary + + no = (work_order_no or "").strip() + with self._lock: + ticket = self._tickets.get(no) + if ticket is None: + return {"ok": False, "error": "not_found"} + ticket.event_exception = append_summary(ticket.event_exception, event_exception) + ticket.event_wait_alerted = 1 + return { + "ok": True, + "work_order_no": no, + "eventException": ticket.event_exception, + } + + def get_timeout_by_code(self, *, timeout_code: str) -> dict[str, Any]: + code = (timeout_code or "").strip() + hours = self._timeouts.get(code) + if hours is None: + return {"found": False, "timeoutCode": code} + return {"found": True, "timeoutCode": code, "timeoutHours": hours} diff --git a/inquiry-agent/agent/policy/event_exception.py b/inquiry-agent/agent/policy/event_exception.py index ffdc094..9852769 100644 --- a/inquiry-agent/agent/policy/event_exception.py +++ b/inquiry-agent/agent/policy/event_exception.py @@ -7,11 +7,14 @@ from __future__ import annotations +import logging from typing import Any from agent.schema.land_options import canonicalize_land_class from agent.schema.sea_options import canonicalize_sea_class +logger = logging.getLogger(__name__) + WAIT_AIR_QUOTE = "air_quote" WAIT_PRODUCT_QUOTE = "product_quote" WAIT_ADOPT = "adopt" @@ -106,6 +109,50 @@ def format_timeout_hours(hours: float) -> str: return text or "0" +def append_summary(existing: str, type_name: str) -> str: + """多次异常用分号拼接，同一类型不重复。""" + add = (type_name or "").strip() + cur = (existing or "").strip() + if not add: + return cur + if not cur or cur == "-": + return add + parts = [p.strip() for p in cur.split("；") if p.strip()] + if add in parts: + return cur + parts.append(add) + return "；".join(parts) + + +def start_wait(ledger: Any, *, work_order_no: str, wait_kind: str) -> None: + """开始盯等待。失败只打日志，不抛给回调。""" + no = (work_order_no or "").strip() + kind = (wait_kind or "").strip() + if not no or not kind or ledger is None: + return + fn = getattr(ledger, "start_event_wait", None) + if not callable(fn): + return + try: + fn(work_order_no=no, wait_kind=kind) + except Exception: + logger.exception("start_event_wait 失败 wo=%s kind=%s", no, kind) + + +def clear_wait(ledger: Any, *, work_order_no: str) -> None: + """清空当前等待，不改事件异常摘要。失败只打日志。""" + no = (work_order_no or "").strip() + if not no or ledger is None: + return + fn = getattr(ledger, "clear_event_wait", None) + if not callable(fn): + return + try: + fn(work_order_no=no) + except Exception: + logger.exception("clear_event_wait 失败 wo=%s", no) + + def pick_mentions( *, wait_kind: str, diff --git a/inquiry-agent/tests/test_event_exception.py b/inquiry-agent/tests/test_event_exception.py index 7adab43..5834154 100644 --- a/inquiry-agent/tests/test_event_exception.py +++ b/inquiry-agent/tests/test_event_exception.py @@ -103,6 +103,33 @@ class TestMentions(unittest.TestCase): self.assertEqual(conversation_of(wait_kind=WAIT_DEAL, collab_chat_id=""), "private") +class TestMemoryEventWait(unittest.TestCase): + def test_same_kind_keeps_start(self) -> None: + from agent.ledger.memory_ledger import MemoryLedger + + book = MemoryLedger() + created = book.create_ticket(sender_id="s1", business_line="SEA", facts={"运输分类": "其他"}) + wo = created["work_order_no"] + book.start_event_wait(work_order_no=wo, wait_kind="product_quote") + first = book.get_ticket(work_order_no=wo).event_wait_started_at + book.start_event_wait(work_order_no=wo, wait_kind="product_quote") + self.assertEqual(book.get_ticket(work_order_no=wo).event_wait_started_at, first) + + def test_record_appends_and_alerts(self) -> None: + from agent.ledger.memory_ledger import MemoryLedger + + book = MemoryLedger() + created = book.create_ticket(sender_id="s1", business_line="AIR", facts={}) + wo = created["work_order_no"] + book.start_event_wait(work_order_no=wo, wait_kind="air_quote") + book.record_event_exception(work_order_no=wo, event_exception="航线响应超时") + book.record_event_exception(work_order_no=wo, event_exception="销售响应超时") + t = book.get_ticket(work_order_no=wo) + self.assertEqual(t.event_exception, "航线响应超时；销售响应超时") + self.assertEqual(t.event_wait_alerted, 1) + self.assertEqual(book.list_event_waits(), []) + + class TestEventExceptionCopy(unittest.TestCase): def test_group_air(self) -> None: text = copy.event_exception_session_text(