feat: 事件异常主账起停等待接口

Co-authored-by: Cursor <cursoragent@cursor.com>

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}