落地系统异常：大模型/TMS/建群故障停住本单并告警，后台可重试失败步骤。

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

inquiry-agent/agent/handlers/air_group_collab.py

@@ -158,6 +158,14 @@ def handle_air_group(
     if is_handoff_ticket(ticket):
         logger.info("air_group 转人工不再跟 chat=%s", chat_id)
         return "handoff_ignore"
+    from agent.policy.system_exception import reply_paused_ticket, ticket_is_paused
+
+    if ticket_is_paused(ticket):
+        reply_paused_ticket(
+            ticket=ticket,
+            reply=lambda text: send_group_text(group_client_of(engine), chat_id, text),
+        )
+        return "system_exception_paused"
     return _handle_bound(
         engine,
         message,

inquiry-agent/agent/handlers/group_collab.py

@@ -100,6 +100,15 @@ def handle_group_inbound(
         logger.info("group_inbound 忽略非成员 sender=%s chat=%s", message.sender_id, chat_id)
         return "group_ignore"
 
+    from agent.policy.system_exception import reply_paused_ticket, ticket_is_paused
+
+    if ticket_is_paused(ticket):
+        reply_paused_ticket(
+            ticket=ticket,
+            reply=lambda text: send_group_text(group_client_of(engine), chat_id, text),
+        )
+        return "system_exception_paused"
+
     sess = _session_of_ticket(engine, ticket)
     if is_handoff_ticket(ticket, sess):
         logger.info(

inquiry-agent/agent/handlers/text_inquiry.py

@@ -256,6 +256,28 @@ def handle_text_inquiry(
         logger.info("text_inquiry 出站 ok=%s info=%s phase_reply=%s", ok, info, body[:80])
         return info if ok else ""
 
+    from agent.policy.system_exception import (
+        extract_work_order_nos,
+        reply_paused_ticket,
+        ticket_is_paused,
+    )
+
+    ledger = getattr(engine, "_ledger", None)
+    for no in extract_work_order_nos(message.content or ""):
+        ticket = None
+        if ledger is not None:
+            getter = getattr(ledger, "get_ticket", None)
+            if callable(getter):
+                ticket = getter(work_order_no=no)
+            if ticket is None:
+                getter = getattr(ledger, "get_for_agent", None)
+                if callable(getter):
+                    ticket = getter(work_order_no=no, sender_id=message.sender_id)
+        if ticket_is_paused(ticket):
+            reply_paused_ticket(ticket=ticket, reply=reply)
+            logger.info("text_inquiry 暂停工单只回兜底 wo=%s sender=%s", no, message.sender_id)
+            return "system_exception_paused"
+
     if prefer_handoff:
         phase = engine.offer_handoff(
             sender_id=message.sender_id,

inquiry-agent/agent/jobs/wake_consumer.py

@@ -73,8 +73,19 @@ def claim_and_apply_wake(
             kind=str(data.get("kind") or ""),
             detail=dict(data.get("detail") or {}),
         )
-        graph.wake_from_worker(wake)
-        logger.info("wake 已处理 id=%s thread=%s kind=%s", entry_id, wake.thread_id, wake.kind)
+        if wake.kind == "system_exception_retry":
+            from agent.policy.system_exception import run_admin_retry
+
+            result = run_admin_retry(wake.inquiry_no)
+            logger.info(
+                "系统异常重试 id=%s wo=%s ok=%s",
+                entry_id,
+                wake.inquiry_no,
+                result.get("ok"),
+            )
+        else:
+            graph.wake_from_worker(wake)
+            logger.info("wake 已处理 id=%s thread=%s kind=%s", entry_id, wake.thread_id, wake.kind)
     except Exception:  # noqa: BLE001
         logger.exception("wake 处理失败 id=%s", entry_id)
     finally:

inquiry-agent/agent/ledger/http_ledger.py

@@ -433,3 +433,47 @@ class HttpLedger:
             body,
             idem=f"manual-quote:{work_order_no}:{sig}",
         )
+
+    def mark_system_exception(
+        self,
+        *,
+        work_order_no: str,
+        system_exception: str,
+        system_exception_reason: str,
+        step: str = "",
+        payload: dict[str, Any] | None = None,
+    ) -> dict[str, Any]:
+        """写入工单系统异常两列。已关闭由主账拒绝。"""
+        out = self._post(
+            "/inquiry/agent/ticket/markSystemException",
+            {
+                "workOrderNo": work_order_no,
+                "systemException": system_exception,
+                "systemExceptionReason": system_exception_reason,
+                "step": step,
+                "payload": dict(payload or {}),
+            },
+        )
+        if out.get("ok") is False:
+            return out
+        out.setdefault("ok", True)
+        return out
+
+    def clear_system_exception(self, *, work_order_no: str) -> dict[str, Any]:
+        """重试成功后清两列。"""
+        out = self._post(
+            "/inquiry/agent/ticket/clearSystemException",
+            {"workOrderNo": work_order_no},
+        )
+        if out.get("ok") is False:
+            return out
+        out.setdefault("ok", True)
+        return out
+
+    def list_exception_notify_users(self) -> list[dict[str, Any]]:
+        """角色勾了系统异常消息通知、且账号已绑企微。"""
+        out = self._post("/inquiry/agent/account/listExceptionNotify", {})
+        rows = out.get("staff") or out.get("result") or []
+        if isinstance(rows, list):
+            return [dict(x) for x in rows if isinstance(x, dict)]
+        return []

inquiry-agent/agent/ledger/memory_ledger.py

@@ -44,6 +44,10 @@ class MemoryTicket:
     lost_reason: str = ""
     next_followup_at: str = ""
     deal_notify_summary: str = ""
+    system_exception: str = ""
+    system_exception_reason: str = ""
+    system_exception_step: str = ""
+    system_exception_payload: dict[str, Any] = field(default_factory=dict)
 
 
 class MemoryLedger:
@@ -72,6 +76,7 @@ class MemoryLedger:
         self._land_staff: list[dict[str, Any]] = []
         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]] = []
 
     def _next_no(self) -> str:
         self._seq += 1
@@ -373,8 +378,69 @@ class MemoryLedger:
             "lostReason": ticket.lost_reason,
             "deal_notify_summary": ticket.deal_notify_summary,
             "next_followup_at": ticket.next_followup_at,
+            "system_exception": ticket.system_exception,
+            "systemException": ticket.system_exception,
+            "system_exception_reason": ticket.system_exception_reason,
+            "systemExceptionReason": ticket.system_exception_reason,
+            "system_exception_step": ticket.system_exception_step,
+            "system_exception_payload": dict(ticket.system_exception_payload),
         }
 
+    def upsert_exception_notify_user(self, row: dict[str, Any]) -> None:
+        """单测注入「系统异常消息通知」接收人（后台账号已绑企微）。"""
+        data = dict(row)
+        uid = str(data.get("wecomId") or data.get("wecom_id") or "").strip()
+        if not uid:
+            return
+        data["wecomId"] = uid
+        with self._lock:
+            self._exception_notify_users = [
+                x for x in self._exception_notify_users
+                if str(x.get("wecomId") or "") != uid
+            ]
+            self._exception_notify_users.append(data)
+
+    def list_exception_notify_users(self) -> list[dict[str, Any]]:
+        """角色勾了系统异常消息通知、且账号已绑企微的人。"""
+        with self._lock:
+            return [dict(x) for x in self._exception_notify_users]
+
+    def mark_system_exception(
+        self,
+        *,
+        work_order_no: str,
+        system_exception: str,
+        system_exception_reason: str,
+        step: str = "",
+        payload: dict[str, Any] | None = None,
+    ) -> dict[str, Any]:
+        """写入工单两列与重试上下文；已关闭拒绝。不改六态。"""
+        no = (work_order_no or "").strip()
+        with self._lock:
+            ticket = self._tickets.get(no)
+            if ticket is None:
+                return {"ok": False, "error": "not_found"}
+            if ticket.status == "已关闭":
+                return {"ok": False, "error": "closed"}
+            ticket.system_exception = (system_exception or "").strip()
+            ticket.system_exception_reason = (system_exception_reason or "").strip()
+            ticket.system_exception_step = (step or "").strip()
+            ticket.system_exception_payload = dict(payload or {})
+            return {"ok": True, "status": ticket.status}
+
+    def clear_system_exception(self, *, work_order_no: str) -> dict[str, Any]:
+        """重试成功后清两列。"""
+        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.system_exception = ""
+            ticket.system_exception_reason = ""
+            ticket.system_exception_step = ""
+            ticket.system_exception_payload = {}
+            return {"ok": True}
+
     def upsert_staff(self, row: dict[str, Any]) -> None:
         """单测注入任意岗位（含会话存档账号「询价机器人」）。"""
         data = dict(row)

inquiry-agent/agent/llm/extract_text.py

@@ -145,6 +145,19 @@ def extract_inquiry_snapshot(
         b_payload = invoke_extract_fields(
             text, allow_network=allow_b, chat_fn=chat_fn
         )
+    if isinstance(b_payload, dict) and not b_payload.get("ok"):
+        err = str(b_payload.get("error") or "").strip()
+        if err not in {"b_network_disabled", "extract_fields_shell_not_implemented"} and (
+            allow_b or chat_fn is not None
+        ):
+            return {
+                "business_line": mode,
+                "land_subtype": "",
+                "facts": {},
+                "source": "llm_tech_fail",
+                "tech_fail": True,
+                "tech_error": err or "LLM_FAIL",
+            }
     if b_payload and b_payload.get("ok"):
         merged = dict(b_payload.get("facts") or {})
         merged.update(facts)

inquiry-agent/agent/policy/air_group_ops.py

@@ -586,6 +586,14 @@ def apply_air_lock(
     if not is_airline(flow, sender_id):
         send_group_text(group_client_of(flow), chat_id, copy.air_airline_only_cabin())
         return "not_airline"
+    from agent.policy.system_exception import reply_paused_ticket, ticket_is_paused
+
+    if ticket_is_paused(ticket):
+        reply_paused_ticket(
+            ticket=ticket,
+            reply=lambda text: send_group_text(group_client_of(flow), chat_id, text),
+        )
+        return "system_exception_paused"
     no = ticket_no(ticket)
     name = operator_name(flow, sender_id)
     quote = ticket_view(ticket).get("quote") or {}
@@ -612,24 +620,43 @@ def apply_air_lock(
             copy.air_lock_fail(work_order_no=no, operator=name, reason="主账未开放锁舱"),
         )
         return "lock_unavailable"
-    out = locker(
-        work_order_no=no,
-        option_no=picked,
-        sender_id=sender_id,
-        operator_name=name,
-        instruction_text=instruction,
-    ) or {}
-    if not out.get("ok"):
-        send_group_text(
-            group_client_of(flow),
-            chat_id,
-            copy.air_lock_fail(
-                work_order_no=no,
-                operator=name,
-                reason=str(out.get("failReason") or out.get("error") or "锁舱失败"),
-            ),
+    from agent.policy.system_exception import (
+        STEP_TMS_CABIN,
+        TYPE_TMS,
+        SystemExceptionEvent,
+        call_with_retries,
+        confirm_system_exception,
+    )
+
+    out = call_with_retries(
+        lambda: locker(
+            work_order_no=no,
+            option_no=picked,
+            sender_id=sender_id,
+            operator_name=name,
+            instruction_text=instruction,
         )
-        return "lock_fail"
+        or {},
+        is_ok=lambda x: bool((x or {}).get("ok")),
+    )
+    if not out.get("ok"):
+        confirm_system_exception(
+            event=SystemExceptionEvent(
+                exception_type=TYPE_TMS,
+                step=STEP_TMS_CABIN,
+                reason="空运锁舱接口调用失败",
+                service="空运锁舱",
+                error_code=str(out.get("failReason") or out.get("error") or "LOCK_FAIL"),
+                work_order_no=no,
+                ticket_status=ticket_status(ticket),
+                conversation_kind="group",
+                conversation_target=chat_id,
+                extra={"option_no": picked, "instruction": instruction, "sender_id": sender_id},
+            ),
+            ledger=flow.ledger,
+            reply=lambda text: send_group_text(group_client_of(flow), chat_id, text),
+        )
+        return "system_exception"
     exec_no = str(out.get("lockId") or out.get("tmsRequestId") or "").strip()
     quote_no = str(out.get("quoteId") or quote_id).strip()
     flow.ledger.patch_collab_facts(
@@ -671,6 +698,14 @@ def apply_air_release(
     if not is_airline(flow, sender_id):
         send_group_text(group_client_of(flow), chat_id, copy.air_airline_only_cabin())
         return "not_airline"
+    from agent.policy.system_exception import reply_paused_ticket, ticket_is_paused
+
+    if ticket_is_paused(ticket):
+        reply_paused_ticket(
+            ticket=ticket,
+            reply=lambda text: send_group_text(group_client_of(flow), chat_id, text),
+        )
+        return "system_exception_paused"
     no = ticket_no(ticket)
     if ticket_status(ticket) == "已成交":
         send_group_text(group_client_of(flow), chat_id, copy.air_release_deal_blocked(no))
@@ -689,24 +724,43 @@ def apply_air_release(
             copy.air_release_fail(work_order_no=no, operator=name, reason="主账未开放释放"),
         )
         return "release_unavailable"
-    out = releaser(
-        work_order_no=no,
-        lock_id=lock_id,
-        sender_id=sender_id,
-        operator_name=name,
-        instruction_text=instruction,
-    ) or {}
-    if not out.get("ok"):
-        send_group_text(
-            group_client_of(flow),
-            chat_id,
-            copy.air_release_fail(
-                work_order_no=no,
-                operator=name,
-                reason=str(out.get("failReason") or out.get("error") or "释放失败"),
-            ),
+    from agent.policy.system_exception import (
+        STEP_TMS_CABIN,
+        TYPE_TMS,
+        SystemExceptionEvent,
+        call_with_retries,
+        confirm_system_exception,
+    )
+
+    out = call_with_retries(
+        lambda: releaser(
+            work_order_no=no,
+            lock_id=lock_id,
+            sender_id=sender_id,
+            operator_name=name,
+            instruction_text=instruction,
         )
-        return "release_fail"
+        or {},
+        is_ok=lambda x: bool((x or {}).get("ok")),
+    )
+    if not out.get("ok"):
+        confirm_system_exception(
+            event=SystemExceptionEvent(
+                exception_type=TYPE_TMS,
+                step=STEP_TMS_CABIN,
+                reason="空运释放舱位接口调用失败",
+                service="空运舱位",
+                error_code=str(out.get("failReason") or out.get("error") or "RELEASE_FAIL"),
+                work_order_no=no,
+                ticket_status=ticket_status(ticket),
+                conversation_kind="group",
+                conversation_target=chat_id,
+                extra={"lock_id": lock_id, "instruction": instruction, "sender_id": sender_id},
+            ),
+            ledger=flow.ledger,
+            reply=lambda text: send_group_text(group_client_of(flow), chat_id, text),
+        )
+        return "system_exception"
     exec_no = str(out.get("releaseId") or out.get("tmsRequestId") or lock_id).strip()
     send_group_text(
         group_client_of(flow),

inquiry-agent/agent/policy/air_text_flow.py

@@ -726,6 +726,17 @@ class AirTextInquiryFlow:
             allow_b=allow_b,
             chat_fn=chat_fn,
         )
+        from agent.policy.system_exception import handle_extract_tech_fail
+
+        llm_phase = handle_extract_tech_fail(
+            snap=snap,
+            ledger=self._ledger,
+            reply=reply,
+            sender_id=sender_id,
+            sess=sess,
+        )
+        if llm_phase:
+            return llm_phase
         mode = (snap.get("business_line") or "").upper()
         facts = dict(snap.get("facts") or {})
         if sess and sess.phase in {"clarify", "need_mode"}:
@@ -869,7 +880,12 @@ class AirTextInquiryFlow:
         # 询价确认必须先到销售手机，再打 TMS。否则查得快时暂无报价卡会抢先发出。
         self._wait_inquiry_sent(str(out_id), work_order_no=no)
 
-        tms = self._ledger.query_tms(work_order_no=no, facts=facts)
+        from agent.policy.system_exception import (
+            confirm_tms_quote_if_tech,
+            query_tms_resilient,
+        )
+
+        tms = query_tms_resilient(self._ledger, work_order_no=no, facts=facts)
         sess = FlowSession(
             sender_id=sender_id,
             thread_id=sender_id,
@@ -883,6 +899,16 @@ class AirTextInquiryFlow:
         )
         if not tms.get("ok"):
             # 没拿到 TMS 回包（超时/熔断/主账未出站）不能冒充「暂无报价」
+            if confirm_tms_quote_if_tech(
+                ledger=self._ledger,
+                reply=reply,
+                work_order_no=no,
+                tms=tms,
+                sender_id=sender_id,
+                ticket_status="询价中",
+            ):
+                self.drop_current_bookmark(sender_id)
+                return "system_exception"
             if tms.get("classification") == "TMS_QUERY_INCOMPLETE":
                 logger.warning("tms.query 未出站 wo=%s class=%s", no, tms.get("classification"))
             reply("TMS 查询失败，请稍后重试。工单已创建：" + no)

inquiry-agent/agent/policy/inquiry_copy.py

@@ -2473,3 +2473,142 @@ def air_release_deal_blocked(work_order_no: str) -> str:
 def air_release_need_lock(work_order_no: str) -> str:
     no = (work_order_no or "").strip()
     return f"工单{no}还没有有效锁舱，不能释放。"
+
+
+# —— 系统异常（UC024）：销售/群兜底与恢复；告警卡只给有权限的人 ——
+TYPE_LLM = "大模型异常"
+TYPE_TMS = "TMS异常"
+TYPE_GROUP = "建群异常"
+
+STEP_LLM_NO_TICKET = "llm_no_ticket"
+STEP_LLM = "llm"
+STEP_TMS_QUOTE = "tms_quote"
+STEP_TMS_CABIN = "tms_cabin"
+STEP_GROUP = "group"
+
+SYS_EXC_LLM_FALLBACK = "大模型服务异常，IT排查中..."
+SYS_EXC_TMS_FALLBACK = "TMS接口异常，IT运维排查中..."
+SYS_EXC_RECOVERY_TMS = "TMS已恢复正常使用，感谢您的耐心等待。"
+SYS_EXC_RECOVERY_LLM = "大模型已恢复正常使用，感谢您的耐心等待。"
+SYS_EXC_RECOVERY_CABIN = "空运舱位接口已恢复正常使用，感谢您的耐心等待。"
+SYS_EXC_RECOVERY_GROUP = "建群已恢复正常，感谢您的耐心等待。"
+
+IMPACT_LLM_NO_TICKET = "尚未建单，不落后台工单"
+IMPACT_LLM = "当前识别暂停，已有字段与工单状态保持不变"
+IMPACT_TMS_QUOTE = "当前询价流程暂停，识别字段与原业务节点保持不变"
+IMPACT_TMS_CABIN = "当前锁舱/释放暂停，工单状态保持不变"
+IMPACT_GROUP = "当前建群/加人暂停，已建群不新建第二个群"
+
+
+def system_exception_fallback(exception_type: str, *, names: list[str] | None = None) -> str:
+    """判定系统异常后，给卡住的会话的兜底话术。"""
+    kind = (exception_type or "").strip()
+    if kind == TYPE_LLM:
+        return SYS_EXC_LLM_FALLBACK
+    if kind == TYPE_GROUP:
+        people = [str(x).strip() for x in (names or []) if str(x).strip()]
+        if not people:
+            return "无法添加同事，请联系管理员检查企业微信配置。"
+        joined = "、".join(people)
+        return f"无法添加 {joined} 同事，请联系管理员检查企业微信配置。"
+    return SYS_EXC_TMS_FALLBACK
+
+
+def system_exception_recovery(step: str) -> str:
+    """后台点重试成功后，先发这一句，再补没做完的事。"""
+    key = (step or "").strip()
+    if key == STEP_LLM or key == STEP_LLM_NO_TICKET:
+        return SYS_EXC_RECOVERY_LLM
+    if key == STEP_TMS_CABIN:
+        return SYS_EXC_RECOVERY_CABIN
+    if key == STEP_GROUP:
+        return SYS_EXC_RECOVERY_GROUP
+    return SYS_EXC_RECOVERY_TMS
+
+
+def system_exception_impact(step: str) -> str:
+    """告警卡「影响范围」，按卡住的步骤。"""
+    key = (step or "").strip()
+    if key == STEP_LLM_NO_TICKET:
+        return IMPACT_LLM_NO_TICKET
+    if key == STEP_LLM:
+        return IMPACT_LLM
+    if key == STEP_TMS_CABIN:
+        return IMPACT_TMS_CABIN
+    if key == STEP_GROUP:
+        return IMPACT_GROUP
+    return IMPACT_TMS_QUOTE
+
+
+def system_exception_alert_payload(
+    *,
+    work_order_no: str,
+    exception_type: str,
+    service: str,
+    error_code: str,
+    step: str,
+    occurred_at: str,
+    test_prefix: bool = False,
+) -> dict[str, Any]:
+    """
+    系统异常通知卡：走询价消息服务，不走询价小助手。
+
+    五行对齐现网示例：异常类型、接口/服务、错误码、影响范围、发生时间。
+    """
+    no = (work_order_no or "").strip() or "无"
+    title = "系统异常通知"
+    if test_prefix:
+        title = "[test] " + title
+    rows = [
+        {"keyname": "异常类型", "value": (exception_type or "").strip() or "-"},
+        {"keyname": "接口/服务", "value": (service or "").strip() or "-"},
+        {"keyname": "错误码", "value": (error_code or "").strip() or "-"},
+        {"keyname": "影响范围", "value": system_exception_impact(step)},
+        {"keyname": "发生时间", "value": (occurred_at or "").strip() or "-"},
+    ]
+    from agent.config import get_settings
+
+    base = str(getattr(get_settings(), "public_base_url", "") or "").strip().rstrip("/")
+    action_url = base or "https://work.weixin.qq.com"
+    return {
+        "msgtype": "template_card",
+        "wecom_app": "notify",
+        "template_card": {
+            "card_type": "text_notice",
+            "source": {"desc": "询价机器人系统告警", "desc_color": 0},
+            "main_title": {
+                "title": title,
+                "desc": f"关联工单 {no}",
+            },
+            "horizontal_content_list": rows,
+            "card_action": {"type": 1, "url": action_url},
+        },
+    }
+
+
+def system_exception_alert_text(
+    *,
+    work_order_no: str,
+    exception_type: str,
+    service: str,
+    error_code: str,
+    step: str,
+    occurred_at: str,
+    test_prefix: bool = False,
+) -> str:
+    """告警卡纯文本兜底（通道降级时仍能看懂）。"""
+    no = (work_order_no or "").strip() or "无"
+    head = "系统异常通知"
+    if test_prefix:
+        head = "[test] " + head
+    lines = [
+        "询价机器人系统告警",
+        head,
+        f"关联工单 {no}",
+        f"异常类型：{(exception_type or '').strip() or '-'}",
+        f"接口/服务：{(service or '').strip() or '-'}",
+        f"错误码：{(error_code or '').strip() or '-'}",
+        f"影响范围：{system_exception_impact(step)}",
+        f"发生时间：{(occurred_at or '').strip() or '-'}",
+    ]
+    return "\n".join(lines)

inquiry-agent/agent/policy/land_text_flow.py

@@ -123,6 +123,17 @@ class LandTextInquiryFlow(SeaTextInquiryFlow):
             allow_b=allow_b,
             chat_fn=chat_fn,
         )
+        from agent.policy.system_exception import handle_extract_tech_fail
+
+        llm_phase = handle_extract_tech_fail(
+            snap=snap,
+            ledger=self._ledger,
+            reply=reply,
+            sender_id=sender_id,
+            sess=sess,
+        )
+        if llm_phase:
+            return llm_phase
         mode = (snap.get("business_line") or "").upper()
         snap_facts = dict(snap.get("facts") or {})
         facts = dict(snap_facts)
@@ -308,7 +319,11 @@ class LandTextInquiryFlow(SeaTextInquiryFlow):
         ) or ""
         self._wait_inquiry_sent(str(out_id), work_order_no=no)
 
-        tms = self._ledger.query_tms(work_order_no=no, facts=facts, business_line="LAND")
+        from agent.policy.system_exception import query_tms_resilient
+
+        tms = query_tms_resilient(
+            self._ledger, work_order_no=no, facts=facts, business_line="LAND"
+        )
         sess = FlowSession(
             sender_id=sender_id,
             thread_id=sender_id,
@@ -335,7 +350,11 @@ class LandTextInquiryFlow(SeaTextInquiryFlow):
             reply(copy.LAND_CONFIRM_EXPIRED)
             return "land_confirm_expired"
         reply(copy.LAND_TMS_RETRYING.format(wo=no))
-        tms = self._ledger.query_tms(work_order_no=no, facts=facts, business_line="LAND")
+        from agent.policy.system_exception import query_tms_resilient
+
+        tms = query_tms_resilient(
+            self._ledger, work_order_no=no, facts=facts, business_line="LAND"
+        )
         return self._apply_land_tms(sess=sess, tms=tms, reply=reply, retrying=True)
 
     def _apply_land_tms(
@@ -350,6 +369,18 @@ class LandTextInquiryFlow(SeaTextInquiryFlow):
         _ = retrying
         no = (sess.work_order_no or "").strip()
         if not tms.get("ok"):
+            from agent.policy.system_exception import confirm_tms_quote_if_tech
+
+            if confirm_tms_quote_if_tech(
+                ledger=self._ledger,
+                reply=reply,
+                work_order_no=no,
+                tms=tms,
+                sender_id=sess.sender_id,
+                ticket_status="询价中",
+            ):
+                self.drop_current_bookmark(sess.sender_id)
+                return "system_exception"
             reply("TMS 查询失败，请稍后重试。工单已创建：" + no)
             sess.phase = "tms_tech"
             self._save(sess)

inquiry-agent/agent/policy/sea_text_flow.py

@@ -113,6 +113,17 @@ class SeaTextInquiryFlow(AirTextInquiryFlow):
             allow_b=allow_b,
             chat_fn=chat_fn,
         )
+        from agent.policy.system_exception import handle_extract_tech_fail
+
+        llm_phase = handle_extract_tech_fail(
+            snap=snap,
+            ledger=self._ledger,
+            reply=reply,
+            sender_id=sender_id,
+            sess=sess,
+        )
+        if llm_phase:
+            return llm_phase
         mode = (snap.get("business_line") or "").upper()
         facts = dict(snap.get("facts") or {})
         if sess and sess.phase in {"clarify", "need_mode"}:
@@ -263,7 +274,14 @@ class SeaTextInquiryFlow(AirTextInquiryFlow):
         self._wait_inquiry_sent(str(out_id), work_order_no=no)
 
         tms_facts = dict(assemble_sea_query(facts).get("tms_facts") or facts)
-        tms = self._ledger.query_tms(work_order_no=no, facts=tms_facts, business_line="SEA")
+        from agent.policy.system_exception import (
+            confirm_tms_quote_if_tech,
+            query_tms_resilient,
+        )
+
+        tms = query_tms_resilient(
+            self._ledger, work_order_no=no, facts=tms_facts, business_line="SEA"
+        )
         sess = FlowSession(
             sender_id=sender_id,
             thread_id=sender_id,
@@ -276,6 +294,16 @@ class SeaTextInquiryFlow(AirTextInquiryFlow):
             wait_version=1,
         )
         if not tms.get("ok"):
+            if confirm_tms_quote_if_tech(
+                ledger=self._ledger,
+                reply=reply,
+                work_order_no=no,
+                tms=tms,
+                sender_id=sender_id,
+                ticket_status="询价中",
+            ):
+                self.drop_current_bookmark(sender_id)
+                return "system_exception"
             if tms.get("classification") == "TMS_QUERY_INCOMPLETE":
                 logger.warning("tms.query 未出站 wo=%s class=%s", no, tms.get("classification"))
             reply("TMS 查询失败，请稍后重试。工单已创建：" + no)
@@ -549,9 +577,29 @@ class SeaTextInquiryFlow(AirTextInquiryFlow):
                 userids.append(uid)
 
         client = self.group_client()
-        created = client.create_group(name=no, userids=userids) or {}
+        from agent.policy.system_exception import call_with_retries, confirm_group_if_tech
+
+        created = call_with_retries(
+            lambda: client.create_group(name=no, userids=userids) or {},
+            is_ok=lambda x: bool((x or {}).get("ok") and (x or {}).get("chat_id")),
+        )
         if not created.get("ok") or not created.get("chat_id"):
-            reply(copy.sea_group_create_fail(reason=str(created.get("error") or "")))
+            getter = getattr(self._ledger, "get_ticket", None)
+            st = ""
+            if callable(getter):
+                tic = getter(work_order_no=no)
+                st = str(getattr(tic, "status", "") or (tic.get("status") if isinstance(tic, dict) else "") or "")
+            confirm_group_if_tech(
+                ledger=self._ledger,
+                reply=reply,
+                work_order_no=no,
+                sender_id=sess.sender_id,
+                missing_names=product_names,
+                reason=str(created.get("error") or "企微建群失败"),
+                error_code=str(created.get("error") or "GROUP_CREATE"),
+                ticket_status=st,
+                extra={"userids": userids, "product_names": product_names},
+            )
             return sess.phase or "wait_collab"
 
         chat_id = str(created.get("chat_id") or "").strip()
@@ -707,9 +755,32 @@ class SeaTextInquiryFlow(AirTextInquiryFlow):
             if uid not in userids:
                 userids.append(uid)
         client = self.group_client()
-        created = client.create_group(name=display_no, userids=userids) or {}
+        from agent.policy.system_exception import call_with_retries, confirm_group_if_tech
+
+        created = call_with_retries(
+            lambda: client.create_group(name=display_no, userids=userids) or {},
+            is_ok=lambda x: bool((x or {}).get("ok") and (x or {}).get("chat_id")),
+        )
         if not created.get("ok") or not created.get("chat_id"):
-            reply(copy.sea_group_create_fail(reason=str(created.get("error") or "")))
+            real = (sess.work_order_no or "").strip()
+            mark_no = real if real.upper().startswith("WO") else ""
+            st = ""
+            if mark_no:
+                getter = getattr(self._ledger, "get_ticket", None)
+                if callable(getter):
+                    tic = getter(work_order_no=mark_no)
+                    st = str(getattr(tic, "status", "") or (tic.get("status") if isinstance(tic, dict) else "") or "")
+            confirm_group_if_tech(
+                ledger=self._ledger,
+                reply=reply,
+                work_order_no=mark_no,
+                sender_id=sess.sender_id,
+                missing_names=product_names,
+                reason=str(created.get("error") or "企微建群失败"),
+                error_code=str(created.get("error") or "GROUP_CREATE"),
+                ticket_status=st,
+                extra={"userids": userids, "product_names": product_names, "display_no": display_no},
+            )
             return sess.phase or "handoff_offer"
         chat_id = str(created.get("chat_id") or "").strip()
         brief = copy.handoff_group_brief(

inquiry-agent/agent/policy/system_exception.py

@@ -0,0 +1,816 @@
+"""
+系统异常（UC024）：技术故障判定、默默重试、工单两列、会话兜底、运维告警、后台重试。
+
+本文件职责：只处理大模型 / TMS / 建群加人的超时、报错、空结果。
+禁止：把无报价、字段不齐、没配人当成系统异常；禁止为记异常去建空工单；
+禁止在回调线程等完整 LLM / 查 TMS。
+"""
+
+from __future__ import annotations
+
+import logging
+from dataclasses import dataclass, field
+from datetime import datetime
+from typing import Any, Callable, Optional
+from zoneinfo import ZoneInfo
+
+from agent.policy import inquiry_copy as copy
+
+logger = logging.getLogger(__name__)
+
+_SHANGHAI = ZoneInfo("Asia/Shanghai")
+
+TYPE_LLM = copy.TYPE_LLM
+TYPE_TMS = copy.TYPE_TMS
+TYPE_GROUP = copy.TYPE_GROUP
+STEP_LLM_NO_TICKET = copy.STEP_LLM_NO_TICKET
+STEP_LLM = copy.STEP_LLM
+STEP_TMS_QUOTE = copy.STEP_TMS_QUOTE
+STEP_TMS_CABIN = copy.STEP_TMS_CABIN
+STEP_GROUP = copy.STEP_GROUP
+
+MAX_AUTO_RETRIES = 3
+
+EnqueueFn = Callable[..., tuple[bool, str]]
+ReplyFn = Callable[[str], Any]
+OkFn = Callable[[Any], bool]
+
+
+@dataclass
+class SystemExceptionEvent:
+    """一次已确认的系统异常（自动重试 3 次仍失败之后）。"""
+
+    exception_type: str
+    step: str
+    reason: str
+    service: str
+    error_code: str
+    work_order_no: str = ""
+    ticket_status: str = ""
+    conversation_kind: str = "private"
+    conversation_target: str = ""
+    missing_names: list[str] = field(default_factory=list)
+    extra: dict[str, Any] = field(default_factory=dict)
+
+
+def is_tms_tech_failure(tms: dict[str, Any] | None) -> bool:
+    """
+    TMS 技术故障：接口失败/超时。
+
+    正常返回但没报价、字段不齐未出站，都不算。
+    """
+    row = tms or {}
+    if row.get("ok"):
+        return False
+    cls = str(row.get("classification") or "").strip()
+    if cls in {"TMS_NO_QUOTE_1002", "TMS_QUERY_INCOMPLETE"}:
+        return False
+    return True
+
+
+def should_mark_ticket(*, work_order_no: str, ticket_status: str) -> bool:
+    """有正式工单且不是已关闭，才写两列。"""
+    if not (work_order_no or "").strip():
+        return False
+    return (ticket_status or "").strip() != "已关闭"
+
+
+def ticket_exception_type(ticket: Any) -> str:
+    """从主账工单（对象或字典）读当前系统异常类型。"""
+    if ticket is None:
+        return ""
+    if isinstance(ticket, dict):
+        return str(
+            ticket.get("system_exception")
+            or ticket.get("systemException")
+            or ""
+        ).strip()
+    return str(getattr(ticket, "system_exception", "") or "").strip()
+
+
+def ticket_is_paused(ticket: Any) -> bool:
+    """工单两列有值即暂停这一票。"""
+    return bool(ticket_exception_type(ticket))
+
+
+def extract_work_order_nos(text: str) -> list[str]:
+    """从原话抽出正式工单号（WO + 日期流水）。不认虚拟号。"""
+    import re
+
+    found = re.findall(r"\bWO\d{8,}\b", text or "", flags=re.IGNORECASE)
+    out: list[str] = []
+    seen: set[str] = set()
+    for raw in found:
+        no = raw.upper()
+        if no in seen:
+            continue
+        seen.add(no)
+        out.append(no)
+    return out
+
+
+def call_with_retries(
+    fn: Callable[[], Any],
+    *,
+    is_ok: OkFn,
+    attempts: int = MAX_AUTO_RETRIES,
+) -> Any:
+    """
+    默默重试。中途成功立刻返回；会话里不说「正在重试」。
+
+    调用方在 Worker 槽使用，禁止放进企微回调线程。
+    """
+    last: Any = None
+    times = max(1, int(attempts))
+    for idx in range(times):
+        try:
+            last = fn()
+        except Exception as exc:  # noqa: BLE001
+            logger.warning("系统异常自动重试捕获异常 n=%s/%s err=%s", idx + 1, times, exc)
+            last = {"ok": False, "error": str(exc), "classification": "TECH_EXCEPTION"}
+            continue
+        if is_ok(last):
+            return last
+        logger.info("系统异常自动重试未成功 n=%s/%s", idx + 1, times)
+    return last
+
+
+def _now_text(now: datetime | None) -> str:
+    stamp = now or datetime.now(_SHANGHAI)
+    return stamp.strftime("%Y-%m-%d %H:%M:%S")
+
+
+def _test_prefix() -> bool:
+    try:
+        from agent.config import get_settings
+
+        return (get_settings().ytd_env or "").strip().lower() == "test"
+    except Exception:  # noqa: BLE001
+        return False
+
+
+def notify_app_ready() -> bool:
+    """询价消息服务已配才推告警。"""
+    from agent.policy.deal_outcome import notify_app_ready as deal_ready
+
+    return deal_ready()
+
+
+def _enqueue_default(
+    *,
+    touser: str,
+    content: str,
+    dedupe_key: str,
+    payload: dict[str, Any],
+) -> tuple[bool, str]:
+    from agent.channel.queue import get_message_store
+
+    return get_message_store().enqueue_outbound(
+        touser=touser,
+        content=content,
+        dedupe_key=dedupe_key,
+        payload=payload,
+    )
+
+
+def _list_notify_users(ledger: Any) -> list[dict[str, Any]]:
+    lister = getattr(ledger, "list_exception_notify_users", None)
+    if not callable(lister):
+        return []
+    try:
+        rows = list(lister() or [])
+    except Exception:
+        logger.exception("列出系统异常通知人失败")
+        return []
+    out: list[dict[str, Any]] = []
+    seen: set[str] = set()
+    for row in rows:
+        if not isinstance(row, dict):
+            continue
+        uid = str(row.get("wecomId") or row.get("wecom_id") or "").strip()
+        if not uid or uid in seen:
+            continue
+        seen.add(uid)
+        out.append(row)
+    return out
+
+
+def confirm_system_exception(
+    *,
+    event: SystemExceptionEvent,
+    ledger: Any = None,
+    reply: Optional[ReplyFn] = None,
+    enqueue: Optional[EnqueueFn] = None,
+    notify_ready: Optional[bool] = None,
+    now: Optional[datetime] = None,
+) -> dict[str, Any]:
+    """
+    3 次仍失败后：回话、有单则写两列、推有权限的人。
+
+    无正式工单：不建单、不 mark。已关闭：不 mark。没有可推的人：照样回话。
+    """
+    no = (event.work_order_no or "").strip()
+    if reply is not None:
+        reply(copy.system_exception_fallback(event.exception_type, names=event.missing_names))
+
+    marked = False
+    if should_mark_ticket(work_order_no=no, ticket_status=event.ticket_status) and ledger is not None:
+        marker = getattr(ledger, "mark_system_exception", None)
+        if callable(marker):
+            payload = {
+                "step": event.step,
+                "conversation_kind": event.conversation_kind,
+                "conversation_target": event.conversation_target,
+                "missing_names": list(event.missing_names),
+                "service": event.service,
+                "error_code": event.error_code,
+                "extra": dict(event.extra or {}),
+            }
+            try:
+                result = marker(
+                    work_order_no=no,
+                    system_exception=event.exception_type,
+                    system_exception_reason=(event.reason or "").strip() or event.exception_type,
+                    step=event.step,
+                    payload=payload,
+                ) or {}
+                marked = bool(result.get("ok", True))
+            except Exception:
+                logger.exception("写入系统异常失败 wo=%s", no)
+                marked = False
+
+    ready = notify_app_ready() if notify_ready is None else bool(notify_ready)
+    notified = 0
+    users = _list_notify_users(ledger) if ledger is not None else []
+    if ready and users:
+        occurred = _now_text(now)
+        test_prefix = _test_prefix()
+        payload = copy.system_exception_alert_payload(
+            work_order_no=no,
+            exception_type=event.exception_type,
+            service=event.service,
+            error_code=event.error_code,
+            step=event.step,
+            occurred_at=occurred,
+            test_prefix=test_prefix,
+        )
+        text = copy.system_exception_alert_text(
+            work_order_no=no,
+            exception_type=event.exception_type,
+            service=event.service,
+            error_code=event.error_code,
+            step=event.step,
+            occurred_at=occurred,
+            test_prefix=test_prefix,
+        )
+        sender = enqueue or _enqueue_default
+        for row in users:
+            uid = str(row.get("wecomId") or row.get("wecom_id") or "").strip()
+            if not uid:
+                continue
+            try:
+                ok, info = sender(
+                    touser=uid,
+                    content=text,
+                    dedupe_key=f"sys-exc:{no or 'none'}:{event.step}:{uid}:{occurred}",
+                    payload=dict(payload),
+                )
+                if ok:
+                    notified += 1
+                else:
+                    logger.warning("系统异常告警入队失败 uid=%s info=%s", uid, info)
+            except Exception:
+                logger.exception("系统异常告警入队异常 uid=%s", uid)
+
+    return {
+        "ok": True,
+        "marked": marked,
+        "notified": notified,
+        "work_order_no": no,
+        "exception_type": event.exception_type,
+        "step": event.step,
+    }
+
+
+def clear_system_exception(*, ledger: Any, work_order_no: str) -> dict[str, Any]:
+    """重试成功后清两列。"""
+    no = (work_order_no or "").strip()
+    if not no:
+        return {"ok": False, "error": "blank"}
+    clearer = getattr(ledger, "clear_system_exception", None)
+    if not callable(clearer):
+        return {"ok": False, "error": "no_clear"}
+    return clearer(work_order_no=no) or {"ok": False}
+
+
+def reply_paused_ticket(*, ticket: Any, reply: ReplyFn) -> None:
+    """销售/群提到暂停工单号：只重复兜底，不重跑。"""
+    kind = ticket_exception_type(ticket) or TYPE_TMS
+    names: list[str] = []
+    if isinstance(ticket, dict):
+        payload = ticket.get("system_exception_payload") or ticket.get("systemExceptionPayload") or {}
+        if isinstance(payload, dict):
+            raw = payload.get("missing_names") or []
+            names = [str(x).strip() for x in raw if str(x).strip()]
+    else:
+        payload = getattr(ticket, "system_exception_payload", {}) or {}
+        if isinstance(payload, dict):
+            raw = payload.get("missing_names") or []
+            names = [str(x).strip() for x in raw if str(x).strip()]
+    reply(copy.system_exception_fallback(kind, names=names))
+
+
+def query_tms_resilient(ledger: Any, **kwargs: Any) -> dict[str, Any]:
+    """TMS 查价：最多 3 次，ok=true（含无价）即成功。"""
+    getter = getattr(ledger, "query_tms", None)
+    if not callable(getter):
+        return {"ok": False, "classification": "TMS_TECH_FAILURE", "has_price": False, "quote": {}}
+    out = call_with_retries(
+        lambda: getter(**kwargs),
+        is_ok=lambda x: bool((x or {}).get("ok")),
+    )
+    return out if isinstance(out, dict) else {"ok": False, "classification": "TMS_TECH_FAILURE"}
+
+
+def confirm_tms_quote_if_tech(
+    *,
+    ledger: Any,
+    reply: ReplyFn,
+    work_order_no: str,
+    tms: dict[str, Any],
+    sender_id: str,
+    ticket_status: str = "询价中",
+    facts: dict[str, Any] | None = None,
+) -> bool:
+    """技术失败则标 TMS异常并回话告警。返回是否已按系统异常处理。"""
+    if not is_tms_tech_failure(tms):
+        return False
+    err = str(tms.get("classification") or tms.get("error") or "TMS_TECH_FAILURE").strip()
+    confirm_system_exception(
+        event=SystemExceptionEvent(
+            exception_type=TYPE_TMS,
+            step=STEP_TMS_QUOTE,
+            reason="TMS /quote/v2 接口调用失败",
+            service="TMS报价",
+            error_code=err or "TMS_TECH_FAILURE",
+            work_order_no=work_order_no,
+            ticket_status=ticket_status,
+            conversation_kind="private",
+            conversation_target=sender_id,
+            extra={"facts": dict(facts or tms.get("facts") or {})},
+        ),
+        ledger=ledger,
+        reply=reply,
+    )
+    return True
+
+
+def confirm_group_if_tech(
+    *,
+    ledger: Any,
+    reply: ReplyFn,
+    work_order_no: str,
+    sender_id: str,
+    missing_names: list[str],
+    reason: str,
+    error_code: str,
+    ticket_status: str = "",
+    extra: dict[str, Any] | None = None,
+    chat_id: str = "",
+) -> None:
+    """建群或加人技术失败（已重试 3 次）后确认异常。"""
+    confirm_system_exception(
+        event=SystemExceptionEvent(
+            exception_type=TYPE_GROUP,
+            step=STEP_GROUP,
+            reason=(reason or "").strip() or "企微建群/加人失败",
+            service="企微建群" if not chat_id else "企微加人",
+            error_code=(error_code or "GROUP_FAIL").strip(),
+            work_order_no=work_order_no,
+            ticket_status=ticket_status or "已报价",
+            conversation_kind="private",
+            conversation_target=sender_id,
+            missing_names=list(missing_names),
+            extra=dict(extra or {}),
+        ),
+        ledger=ledger,
+        reply=reply,
+    )
+
+
+def confirm_llm_if_tech(
+    *,
+    ledger: Any,
+    reply: ReplyFn,
+    sender_id: str,
+    reason: str,
+    work_order_no: str = "",
+    ticket_status: str = "",
+    conversation_kind: str = "private",
+    conversation_target: str = "",
+    extra: dict[str, Any] | None = None,
+) -> dict[str, Any]:
+    """大模型超时/空/报错。无工单不建单。"""
+    no = (work_order_no or "").strip()
+    step = STEP_LLM if no else STEP_LLM_NO_TICKET
+    return confirm_system_exception(
+        event=SystemExceptionEvent(
+            exception_type=TYPE_LLM,
+            step=step,
+            reason=(reason or "").strip() or "模型返回空结果",
+            service="大模型识别",
+            error_code="EMPTY" if "空" in (reason or "") else "LLM_FAIL",
+            work_order_no=no,
+            ticket_status=ticket_status,
+            conversation_kind=conversation_kind,
+            conversation_target=conversation_target or sender_id,
+            extra=dict(extra or {}),
+        ),
+        ledger=ledger,
+        reply=reply,
+    )
+
+
+def handle_extract_tech_fail(
+    *,
+    snap: dict[str, Any],
+    ledger: Any,
+    reply: ReplyFn,
+    sender_id: str,
+    sess: Any = None,
+) -> str:
+    """抽字段模型超时/报错：标大模型异常并回话。返回阶段名，未失败返回空串。"""
+    if not isinstance(snap, dict) or not snap.get("tech_fail"):
+        return ""
+    wo = str(getattr(sess, "work_order_no", "") or "") if sess is not None else ""
+    st = str(getattr(sess, "status", "") or "") if sess is not None else ""
+    confirm_llm_if_tech(
+        ledger=ledger,
+        reply=reply,
+        sender_id=sender_id,
+        reason=str(snap.get("tech_error") or "模型返回空结果"),
+        work_order_no=wo,
+        ticket_status=st,
+    )
+    return "system_exception"
+
+
+def _send_to_conversation(*, kind: str, target: str, text: str, extra: dict[str, Any] | None = None) -> str:
+    """恢复/兜底发到卡住的会话：私聊走 outbox，群走 appchat。可带卡片 extra。"""
+    body = (text or "").strip()
+    dest = (target or "").strip()
+    if not body or not dest:
+        return ""
+    if (kind or "").strip() == "group":
+        try:
+            from agent.channel.outbox.sender import WeComAppClient
+            from agent.config import get_settings
+
+            s = get_settings()
+            client = WeComAppClient(
+                corp_id=s.wecom_corp_id,
+                secret=s.wecom_secret,
+                agent_id=int(s.wecom_agent_id or "0") or 0,
+            )
+            client.send_group(chat_id=dest, content=body)
+            return dest
+        except Exception:
+            logger.exception("系统异常群回话失败 chat=%s", dest)
+            return ""
+    try:
+        from agent.channel.queue import get_message_store
+
+        ok, info = get_message_store().enqueue_outbound(
+            touser=dest,
+            content=body,
+            dedupe_key=f"sys-exc-talk:{dest}:{hash(body) & 0xFFFF}",
+            payload=dict(extra or {}),
+        )
+        return str(info or "") if ok else ""
+    except Exception:
+        logger.exception("系统异常私聊回话失败 uid=%s", dest)
+        return ""
+
+
+def run_admin_retry(work_order_no: str, *, ledger: Any = None) -> dict[str, Any]:
+    """
+    后台点重试：只重跑失败步。成功先发恢复话术再继续；再失败再标再告警。
+
+    在 Worker HTTP 槽调用，禁止放进回调线程。
+    """
+    no = (work_order_no or "").strip()
+    book = ledger
+    if book is None:
+        from agent.policy.air_text_flow import build_ledger
+
+        book = build_ledger()
+    getter = getattr(book, "get_ticket", None)
+    ticket = getter(work_order_no=no) if callable(getter) else None
+    if ticket is None:
+        getter = getattr(book, "get_for_agent", None)
+        ticket = getter(work_order_no=no, sender_id="") if callable(getter) else None
+    if not ticket_is_paused(ticket):
+        return {"ok": False, "error": "not_paused"}
+    if isinstance(ticket, dict):
+        step = str(ticket.get("system_exception_step") or "").strip()
+        payload = ticket.get("system_exception_payload") or {}
+        status = str(ticket.get("status") or "")
+        facts = dict(ticket.get("facts") or {})
+        line = str(ticket.get("business_line") or ticket.get("businessLine") or "")
+    else:
+        step = str(getattr(ticket, "system_exception_step", "") or "").strip()
+        payload = dict(getattr(ticket, "system_exception_payload", {}) or {})
+        status = str(getattr(ticket, "status", "") or "")
+        facts = dict(getattr(ticket, "facts", {}) or {})
+        line = str(getattr(ticket, "business_line", "") or "")
+    if not isinstance(payload, dict):
+        payload = {}
+    kind = str(payload.get("conversation_kind") or "private")
+    target = str(payload.get("conversation_target") or "")
+    extra = dict(payload.get("extra") or {})
+    if extra.get("facts") and not facts:
+        facts = {str(k): str(v) for k, v in dict(extra.get("facts") or {}).items()}
+    line = (line or str(extra.get("business_line") or "")).upper()
+
+    def reply(text: str, extra_msg: dict[str, Any] | None = None) -> str:
+        return _send_to_conversation(kind=kind, target=target, text=text, extra=extra_msg)
+
+    if step == STEP_TMS_QUOTE or not step:
+        tms = query_tms_resilient(book, work_order_no=no, facts=facts, business_line=line)
+        if is_tms_tech_failure(tms):
+            confirm_tms_quote_if_tech(
+                ledger=book,
+                reply=reply,
+                work_order_no=no,
+                tms=tms,
+                sender_id=target,
+                ticket_status=status,
+                facts=facts,
+            )
+            return {"ok": False, "error": "still_fail", "step": STEP_TMS_QUOTE}
+        reply(copy.system_exception_recovery(STEP_TMS_QUOTE))
+        clear_system_exception(ledger=book, work_order_no=no)
+        sender = target if kind != "group" else str(extra.get("sender_id") or "")
+        _resume_tms_quote(
+            ledger=book,
+            work_order_no=no,
+            facts=facts,
+            line=line,
+            sender_id=sender,
+            tms=tms,
+            reply=reply,
+        )
+        return {"ok": True, "step": STEP_TMS_QUOTE}
+
+    if step == STEP_GROUP:
+        extra = dict(payload.get("extra") or extra)
+        userids = [str(x).strip() for x in (extra.get("userids") or []) if str(x).strip()]
+        chat_id = str(extra.get("chat_id") or payload.get("chat_id") or "").strip()
+        try:
+            from agent.channel.outbox.sender import WeComAppClient
+            from agent.config import get_settings
+
+            s = get_settings()
+            client = WeComAppClient(
+                corp_id=s.wecom_corp_id,
+                secret=s.wecom_secret,
+                agent_id=int(s.wecom_agent_id or "0") or 0,
+            )
+            if chat_id and userids:
+                result = call_with_retries(
+                    lambda: client.add_group_members(chat_id=chat_id, userids=userids) or {},
+                    is_ok=lambda x: bool((x or {}).get("ok")),
+                )
+            elif userids:
+                name = no or str(extra.get("display_no") or "询价协同")
+                result = call_with_retries(
+                    lambda: client.create_group(name=name, userids=userids) or {},
+                    is_ok=lambda x: bool((x or {}).get("ok") and (x or {}).get("chat_id")),
+                )
+            else:
+                result = {"ok": False, "error": "no_users"}
+        except Exception as exc:  # noqa: BLE001
+            result = {"ok": False, "error": str(exc)}
+        if not (result or {}).get("ok"):
+            confirm_group_if_tech(
+                ledger=book,
+                reply=reply,
+                work_order_no=no,
+                sender_id=target,
+                missing_names=[str(x) for x in (payload.get("missing_names") or extra.get("product_names") or [])],
+                reason=str((result or {}).get("error") or "企微建群/加人失败"),
+                error_code=str((result or {}).get("error") or "GROUP_FAIL"),
+                ticket_status=status,
+                extra=extra,
+                chat_id=chat_id,
+            )
+            return {"ok": False, "error": "still_fail", "step": STEP_GROUP}
+        new_chat = str((result or {}).get("chat_id") or chat_id).strip()
+        binder = getattr(book, "bind_collab_group", None)
+        if new_chat and callable(binder) and not chat_id:
+            binder(
+                work_order_no=no,
+                chat_id=new_chat,
+                member_ids=userids,
+                product_names=[str(x) for x in (extra.get("product_names") or [])],
+                product_ids=[str(x) for x in (extra.get("product_ids") or [])],
+            )
+        reply(copy.system_exception_recovery(STEP_GROUP))
+        clear_system_exception(ledger=book, work_order_no=no)
+        return {"ok": True, "step": STEP_GROUP}
+
+    if step in {STEP_LLM, STEP_LLM_NO_TICKET}:
+        reply(copy.system_exception_recovery(STEP_LLM))
+        if no:
+            clear_system_exception(ledger=book, work_order_no=no)
+        reply("请把刚才那句话再发一次。")
+        return {"ok": True, "step": step}
+
+    if step == STEP_TMS_CABIN:
+        return _resume_cabin_step(
+            ledger=book,
+            work_order_no=no,
+            extra=extra,
+            target=target,
+            status=status,
+            reply=reply,
+        )
+
+    return {"ok": False, "error": "unknown_step", "step": step}
+
+
+def _flow_for_line(line: str) -> Any:
+    """按业务线取私聊流程，用来重试后把报价卡/书签补回去。"""
+    key = (line or "").upper()
+    if key == "LAND":
+        from agent.policy.land_text_flow import get_land_text_flow
+
+        return get_land_text_flow()
+    if key == "AIR":
+        from agent.policy.air_text_flow import get_air_text_flow
+
+        return get_air_text_flow()
+    from agent.policy.sea_text_flow import get_sea_text_flow
+
+    return get_sea_text_flow()
+
+
+def _resume_tms_quote(
+    *,
+    ledger: Any,
+    work_order_no: str,
+    facts: dict[str, Any],
+    line: str,
+    sender_id: str,
+    tms: dict[str, Any],
+    reply: ReplyFn,
+) -> None:
+    """重试查价成功：写入报价并按原流程出卡，销售能继续拉群。"""
+    from agent.policy.air_text_flow import FlowSession
+
+    no = (work_order_no or "").strip()
+    biz = (line or "SEA").upper()
+    if biz not in {"SEA", "LAND", "AIR"}:
+        biz = "SEA"
+    flow = _flow_for_line(biz)
+    sender = (sender_id or "").strip()
+    if not tms.get("has_price"):
+        miss = getattr(flow, "_emit_tms_miss", None)
+        if callable(miss):
+            miss(reply, no)
+        else:
+            reply(f"工单{no}暂无 TMS 报价。")
+        if sender:
+            sess = FlowSession(
+                sender_id=sender,
+                thread_id=sender,
+                phase="tms_miss",
+                business_line=biz,
+                facts=dict(facts or {}),
+                work_order_no=no,
+                status="询价中",
+                allowed=(copy.BTN_PULL_COLLAB,) if biz != "AIR" else (),
+                wait_version=1,
+            )
+            flow._save(sess)
+        return
+    quote = dict(tms.get("quote") or {})
+    up = ledger.upsert_quote(work_order_no=no, quote=quote, to_status="已报价")
+    if not up.get("ok"):
+        reply("主账写入报价失败，不能当作已报价。")
+        return
+    allowed = (copy.BTN_SKIP_COLLAB,) if biz == "AIR" else (copy.BTN_PULL_COLLAB, copy.BTN_SKIP_COLLAB)
+    if sender:
+        sess = FlowSession(
+            sender_id=sender,
+            thread_id=sender,
+            phase="wait_collab",
+            business_line=biz,
+            facts=dict(facts or {}),
+            work_order_no=no,
+            quote=quote,
+            status="已报价",
+            allowed=allowed,
+            wait_version=1,
+        )
+        copy.remember_tms_quote(sess, quote)
+        flow._save(sess)
+    if biz == "AIR":
+        reply(
+            copy.tms_hit_card(work_order_no=no, quote=quote, status="已报价"),
+            copy.tms_hit_wecom_payload(work_order_no=no, quote=quote, status="已报价"),
+        )
+        return
+    emit = getattr(flow, "_emit_sea_hit", None)
+    if callable(emit):
+        emit(
+            reply,
+            work_order_no=no,
+            quote=quote,
+            status="已报价",
+            business_line=biz,
+        )
+        return
+    reply(f"工单{no}已重新查到报价。")
+
+
+def _resume_cabin_step(
+    *,
+    ledger: Any,
+    work_order_no: str,
+    extra: dict[str, Any],
+    target: str,
+    status: str,
+    reply: ReplyFn,
+) -> dict[str, Any]:
+    """重试空运锁舱或释放：payload 里有 lock_id 就是释放。"""
+    no = (work_order_no or "").strip()
+    lock_id = str(extra.get("lock_id") or "").strip()
+    option_no = str(extra.get("option_no") or "").strip() or "AIR-OPT-01"
+    instruction = str(extra.get("instruction") or "")
+    sender = str(extra.get("sender_id") or target or "").strip()
+    if lock_id:
+        releaser = getattr(ledger, "release_cabin", None)
+        out = call_with_retries(
+            lambda: releaser(
+                work_order_no=no,
+                lock_id=lock_id,
+                sender_id=sender,
+                instruction_text=instruction,
+            )
+            or {}
+            if callable(releaser)
+            else {"ok": False, "error": "no_release"},
+            is_ok=lambda x: bool((x or {}).get("ok")),
+        )
+        service = "空运舱位"
+        reason = "空运释放舱位接口调用失败"
+    else:
+        locker = getattr(ledger, "lock_cabin", None)
+        out = call_with_retries(
+            lambda: locker(
+                work_order_no=no,
+                option_no=option_no,
+                sender_id=sender,
+                instruction_text=instruction,
+            )
+            or {}
+            if callable(locker)
+            else {"ok": False, "error": "no_lock"},
+            is_ok=lambda x: bool((x or {}).get("ok")),
+        )
+        service = "空运锁舱"
+        reason = "空运锁舱接口调用失败"
+    if not (out or {}).get("ok"):
+        confirm_system_exception(
+            event=SystemExceptionEvent(
+                exception_type=TYPE_TMS,
+                step=STEP_TMS_CABIN,
+                reason=reason,
+                service=service,
+                error_code=str((out or {}).get("failReason") or (out or {}).get("error") or "CABIN_FAIL"),
+                work_order_no=no,
+                ticket_status=status,
+                conversation_kind="group",
+                conversation_target=target,
+                extra=dict(extra),
+            ),
+            ledger=ledger,
+            reply=reply,
+        )
+        return {"ok": False, "error": "still_fail", "step": STEP_TMS_CABIN}
+    reply(copy.system_exception_recovery(STEP_TMS_CABIN))
+    clear_system_exception(ledger=ledger, work_order_no=no)
+    if not lock_id:
+        exec_no = str((out or {}).get("lockId") or (out or {}).get("tmsRequestId") or "").strip()
+        patcher = getattr(ledger, "patch_collab_facts", None)
+        if exec_no and callable(patcher):
+            patcher(
+                work_order_no=no,
+                facts={"__air_lock_id": exec_no, "__air_lock_option": option_no, "__pending_air_lock": ""},
+                sender_id=sender,
+            )
+        reply(copy.air_lock_ok(work_order_no=no, operator="同事", option_no=option_no, exec_no=exec_no, quote_no=""))
+    else:
+        reply(copy.air_release_ok(work_order_no=no, operator="同事", option_no="", exec_no=str((out or {}).get("releaseId") or lock_id), quote_no=""))
+    return {"ok": True, "step": STEP_TMS_CABIN}

inquiry-agent/agent/routing/dispatch.py

@@ -123,6 +123,36 @@ def _wrap_route_failed(message: InboundMessage) -> None:
     )
 
 
+def _wrap_route_model_failed(message: InboundMessage) -> None:
+    """路由模型超时/报错/空结果：大模型异常（无工单不建单）。"""
+    from agent.policy.system_exception import confirm_llm_if_tech
+    from agent.ledger.http_ledger import HttpLedger
+    from agent.config import get_settings
+    from agent.channel.queue import get_message_store
+
+    def reply(text: str) -> None:
+        get_message_store().enqueue_outbound(
+            touser=message.sender_id,
+            content=text,
+            dedupe_key=f"route-llm:{message.message_id}",
+        )
+
+    ledger = None
+    try:
+        if (get_settings().ledger_backend or "").lower() != "memory":
+            ledger = HttpLedger()
+    except Exception:
+        ledger = None
+    confirm_llm_if_tech(
+        ledger=ledger,
+        reply=reply,
+        sender_id=message.sender_id,
+        reason="模型返回空结果",
+        conversation_kind="group" if getattr(message, "chat_id", "") else "private",
+        conversation_target=getattr(message, "chat_id", "") or message.sender_id,
+    )
+
+
 # 意图 → handler（空壳或联调 echo）；扩展时只改表，不改 ChannelRuntime 分支森林
 HANDLER_REGISTRY: dict[str, HandlerFn] = {
     "echo_text": _wrap_echo,
@@ -142,7 +172,7 @@ HANDLER_REGISTRY: dict[str, HandlerFn] = {
     "reject_no_sender": _noop,
     "ignore_empty": _noop,
     "stub_needs_model": _wrap_echo,
-    "route_model_failed": _wrap_route_failed,
+    "route_model_failed": _wrap_route_model_failed,
     "route_parse_failed": _wrap_route_failed,
 }
 

inquiry-agent/tests/test_land_dispatch.py

@@ -183,27 +183,31 @@ class LandDispatchTests(unittest.TestCase):
         last = list(store._outbox.values())[-1].content
         self.assertNotIn("你好，我是询价机器人", last)
 
-    def test_tms_retry_misrouted_as_other(self) -> None:
+    def test_tms_tech_fail_pauses_until_admin_retry(self) -> None:
+        from agent.policy.inquiry_copy import SYS_EXC_TMS_FALLBACK
         from tests.test_land_text_inquiry import CountingLedger
 
-        class Flaky(CountingLedger):
+        class AlwaysFail(CountingLedger):
             def __init__(self) -> None:
                 super().__init__()
                 self.query_calls = 0
 
             def query_tms(self, **kwargs):
                 self.query_calls += 1
-                if self.query_calls == 1:
-                    return {
-                        "ok": False,
-                        "classification": "TMS_TECH_FAILURE",
-                        "has_price": False,
-                        "quote": {},
-                    }
-                return super().query_tms(**kwargs)
+                return {
+                    "ok": False,
+                    "classification": "TMS_TECH_FAILURE",
+                    "has_price": False,
+                    "quote": {},
+                }
 
         land = reset_land_text_flow_for_test()
-        land.ledger = Flaky()
+        ledger = AlwaysFail()
+        land.ledger = ledger
+        get_sea_text_flow().ledger = ledger
+        from agent.policy.air_text_flow import get_air_text_flow
+
+        get_air_text_flow().ledger = ledger
         facts = {
             "起运港": "广州",
             "目的港": "深圳",
@@ -231,18 +235,27 @@ class LandDispatchTests(unittest.TestCase):
             InboundMessage(sender_id="ld5", message_id="m-l5c", content="确定"),
             store=self.store,
         )
-        self.assertEqual(get_land_text_flow().session_of("ld5").phase, "tms_tech")
-        wo = get_land_text_flow().session_of("ld5").work_order_no
+        self.assertGreaterEqual(ledger.query_calls, 3)
+        wo = ledger.last_created_no
+        ticket = ledger.get_ticket(work_order_no=wo)
+        self.assertEqual(ticket.system_exception, "TMS异常")
+        bodies = "\n".join(i.content for i in self.store._outbox.values())
+        self.assertIn(SYS_EXC_TMS_FALLBACK, bodies)
+        self.assertIsNone(get_land_text_flow().session_of("ld5"))
         name = dispatch_inbound(
             InboundMessage(sender_id="ld5", message_id="m-l5d", content="确定"),
             RouteDecision(intent="ordinary_text_other"),
         )
-        self.assertEqual(name, "ordinary_text_inquiry")
+        self.assertEqual(name, "ordinary_text_other")
         sess = get_land_text_flow().session_of("ld5")
-        self.assertEqual(sess.phase, "wait_collab")
-        self.assertEqual(sess.work_order_no, wo)
+        if sess is not None:
+            self.assertNotEqual(sess.phase, "wait_collab")
+        handle_text_inquiry(
+            InboundMessage(sender_id="ld5", message_id="m-l5e", content=f"看看 {wo}"),
+            store=self.store,
+        )
         last = list(self.store._outbox.values())[-1].content
-        self.assertNotIn("你好，我是询价机器人", last)
+        self.assertIn(SYS_EXC_TMS_FALLBACK, last)
 
     def test_sea_still_creates_immediately(self) -> None:
         msg = InboundMessage(sender_id="s-sea", message_id="m-sea-keep", content="海运询价")

inquiry-agent/tests/test_land_text_inquiry.py

@@ -333,13 +333,7 @@ class LandTextConfirmTests(unittest.TestCase):
             injected_mode="LAND",
         )
         phase = flow.on_text(sender_id="u1", text="确定", reply=reply)
-        self.assertEqual(phase, "tms_tech")
-        self.assertEqual(ledger.create_calls, 1)
         wo = ledger.last_created_no
-        replies.clear()
-        flow._by_sender.clear()
-        flow._by_ticket.clear()
-        phase = flow.on_text(sender_id="u1", text="确定", reply=reply)
         self.assertEqual(phase, "wait_collab")
         self.assertEqual(ledger.create_calls, 1)
         self.assertEqual(ledger.query_calls, 2)

inquiry-agent/tests/test_sea_text_inquiry.py

@@ -622,9 +622,12 @@ class SeaTmsCardTests(unittest.TestCase):
             injected_facts=facts,
             injected_mode="SEA",
         )
-        self.assertEqual(phase, "tms_tech")
-        self.assertIn("TMS 查询失败", "\n".join(self.replies))
+        self.assertEqual(phase, "system_exception")
+        self.assertIn("TMS接口异常，IT运维排查中", "\n".join(self.replies))
         self.assertNotIn(copy.BTN_PULL_COLLAB, "\n".join(self.replies))
+        tickets = list(self.flow._ledger._tickets.values())
+        self.assertTrue(tickets)
+        self.assertEqual(tickets[-1].system_exception, "TMS异常")
 
 
 class SeaSkipAndPullTests(unittest.TestCase):

inquiry-agent/tests/test_system_exception.py

@@ -0,0 +1,294 @@
+"""
+系统异常：话术、判定边界、无单不落库、暂停、告警卡、重试清列。
+"""
+
+from __future__ import annotations
+
+import unittest
+from datetime import datetime
+from zoneinfo import ZoneInfo
+
+from agent.ledger.memory_ledger import MemoryLedger
+from agent.policy import inquiry_copy as copy
+from agent.policy.system_exception import (
+    STEP_GROUP,
+    STEP_LLM,
+    STEP_LLM_NO_TICKET,
+    STEP_TMS_CABIN,
+    STEP_TMS_QUOTE,
+    TYPE_GROUP,
+    TYPE_LLM,
+    TYPE_TMS,
+    SystemExceptionEvent,
+    call_with_retries,
+    confirm_system_exception,
+    extract_work_order_nos,
+    is_tms_tech_failure,
+    should_mark_ticket,
+    ticket_is_paused,
+)
+
+
+class TestSystemExceptionCopy(unittest.TestCase):
+    def test_fallback_three_types(self) -> None:
+        self.assertEqual(copy.system_exception_fallback(TYPE_LLM), "大模型服务异常，IT排查中...")
+        self.assertEqual(copy.system_exception_fallback(TYPE_TMS), "TMS接口异常，IT运维排查中...")
+        self.assertEqual(
+            copy.system_exception_fallback(TYPE_GROUP, names=["赵六"]),
+            "无法添加 赵六 同事，请联系管理员检查企业微信配置。",
+        )
+        self.assertIn("李四、王五", copy.system_exception_fallback(TYPE_GROUP, names=["李四", "王五"]))
+
+    def test_recovery_four_steps(self) -> None:
+        self.assertEqual(copy.system_exception_recovery(STEP_TMS_QUOTE), copy.SYS_EXC_RECOVERY_TMS)
+        self.assertEqual(copy.system_exception_recovery(STEP_LLM), copy.SYS_EXC_RECOVERY_LLM)
+        self.assertEqual(copy.system_exception_recovery(STEP_TMS_CABIN), copy.SYS_EXC_RECOVERY_CABIN)
+        self.assertEqual(copy.system_exception_recovery(STEP_GROUP), copy.SYS_EXC_RECOVERY_GROUP)
+
+    def test_impact_by_step(self) -> None:
+        self.assertEqual(copy.system_exception_impact(STEP_LLM_NO_TICKET), copy.IMPACT_LLM_NO_TICKET)
+        self.assertEqual(copy.system_exception_impact(STEP_LLM), copy.IMPACT_LLM)
+        self.assertEqual(copy.system_exception_impact(STEP_TMS_QUOTE), copy.IMPACT_TMS_QUOTE)
+        self.assertEqual(copy.system_exception_impact(STEP_TMS_CABIN), copy.IMPACT_TMS_CABIN)
+        self.assertEqual(copy.system_exception_impact(STEP_GROUP), copy.IMPACT_GROUP)
+
+
+class TestSystemExceptionRules(unittest.TestCase):
+    def test_tms_no_price_is_not_tech(self) -> None:
+        self.assertFalse(
+            is_tms_tech_failure(
+                {"ok": True, "classification": "TMS_NO_QUOTE_1002", "has_price": False}
+            )
+        )
+        self.assertFalse(
+            is_tms_tech_failure({"ok": False, "classification": "TMS_QUERY_INCOMPLETE"})
+        )
+        self.assertTrue(
+            is_tms_tech_failure({"ok": False, "classification": "TMS_TECH_FAILURE"})
+        )
+        self.assertTrue(is_tms_tech_failure({"ok": False, "error": "timeout"}))
+
+    def test_closed_or_blank_not_marked(self) -> None:
+        self.assertFalse(should_mark_ticket(work_order_no="", ticket_status=""))
+        self.assertFalse(should_mark_ticket(work_order_no="WO1", ticket_status="已关闭"))
+        self.assertTrue(should_mark_ticket(work_order_no="WO1", ticket_status="询价中"))
+        self.assertTrue(should_mark_ticket(work_order_no="WO1", ticket_status="转人工"))
+        self.assertTrue(should_mark_ticket(work_order_no="WO1", ticket_status="已成交"))
+
+    def test_extract_work_order_nos(self) -> None:
+        self.assertEqual(extract_work_order_nos("请看 WO202609210001"), ["WO202609210001"])
+        self.assertEqual(extract_work_order_nos("虚拟 VT202609210001 不算"), [])
+
+    def test_retries_succeed_on_second(self) -> None:
+        hits = {"n": 0}
+
+        def flaky() -> dict:
+            hits["n"] += 1
+            if hits["n"] < 2:
+                return {"ok": False}
+            return {"ok": True, "value": 1}
+
+        out = call_with_retries(flaky, is_ok=lambda x: bool(x.get("ok")), attempts=3)
+        self.assertTrue(out.get("ok"))
+        self.assertEqual(hits["n"], 2)
+
+    def test_retries_keep_last_failure(self) -> None:
+        def always_fail() -> dict:
+            return {"ok": False, "classification": "TMS_TECH_FAILURE"}
+
+        out = call_with_retries(always_fail, is_ok=lambda x: bool(x.get("ok")), attempts=3)
+        self.assertFalse(out.get("ok"))
+        self.assertEqual(out.get("classification"), "TMS_TECH_FAILURE")
+
+
+class TestConfirmSystemException(unittest.TestCase):
+    def setUp(self) -> None:
+        self.ledger = MemoryLedger()
+        created = self.ledger.create_ticket(
+            sender_id="sales1",
+            business_line="SEA",
+            facts={"起运港": "上海", "目的港": "洛杉矶", "品名": "衣服"},
+        )
+        self.wo = str(created.get("work_order_no") or "")
+        self.ledger.upsert_exception_notify_user({"name": "运维甲", "wecomId": "ops-a"})
+
+    def test_no_ticket_replies_and_alerts_but_does_not_create(self) -> None:
+        replies: list[str] = []
+        queued: list[dict] = []
+
+        def enqueue(*, touser, content, dedupe_key, payload):
+            queued.append({"touser": touser, "payload": payload, "content": content})
+            return True, "ok"
+
+        before = len(self.ledger._tickets)
+        out = confirm_system_exception(
+            event=SystemExceptionEvent(
+                exception_type=TYPE_LLM,
+                step=STEP_LLM_NO_TICKET,
+                reason="模型返回空结果",
+                service="大模型识别",
+                error_code="EMPTY",
+            ),
+            ledger=self.ledger,
+            reply=replies.append,
+            enqueue=enqueue,
+            notify_ready=True,
+            now=datetime(2026, 9, 21, 10, 0, 0, tzinfo=ZoneInfo("Asia/Shanghai")),
+        )
+        self.assertTrue(out.get("ok"))
+        self.assertFalse(out.get("marked"))
+        self.assertEqual(len(self.ledger._tickets), before)
+        self.assertEqual(replies[0], copy.SYS_EXC_LLM_FALLBACK)
+        self.assertEqual(queued[0]["touser"], "ops-a")
+        card = queued[0]["payload"]["template_card"]
+        self.assertEqual(card["source"]["desc"], "询价机器人系统告警")
+        self.assertEqual(card["main_title"]["desc"], "关联工单 无")
+        values = {row["keyname"]: row["value"] for row in card["horizontal_content_list"]}
+        self.assertEqual(values["影响范围"], copy.IMPACT_LLM_NO_TICKET)
+
+    def test_mark_ticket_and_pause(self) -> None:
+        replies: list[str] = []
+        out = confirm_system_exception(
+            event=SystemExceptionEvent(
+                exception_type=TYPE_TMS,
+                step=STEP_TMS_QUOTE,
+                reason="TMS /quote/v2 接口调用失败",
+                service="TMS报价",
+                error_code="QUOTE_CALCULATION",
+                work_order_no=self.wo,
+                ticket_status="询价中",
+            ),
+            ledger=self.ledger,
+            reply=replies.append,
+            enqueue=lambda **kwargs: (True, "ok"),
+            notify_ready=False,
+        )
+        self.assertTrue(out.get("marked"))
+        ticket = self.ledger.get_ticket(work_order_no=self.wo)
+        self.assertEqual(ticket.status, "询价中")
+        self.assertEqual(ticket.system_exception, TYPE_TMS)
+        self.assertEqual(ticket.system_exception_reason, "TMS /quote/v2 接口调用失败")
+        self.assertTrue(ticket_is_paused(ticket))
+        self.assertEqual(replies[0], copy.SYS_EXC_TMS_FALLBACK)
+
+    def test_closed_ticket_not_marked(self) -> None:
+        self.ledger.transition(work_order_no=self.wo, to_status="已关闭")
+        out = confirm_system_exception(
+            event=SystemExceptionEvent(
+                exception_type=TYPE_TMS,
+                step=STEP_TMS_QUOTE,
+                reason="x",
+                service="TMS报价",
+                error_code="TIMEOUT",
+                work_order_no=self.wo,
+                ticket_status="已关闭",
+            ),
+            ledger=self.ledger,
+            reply=lambda _t: None,
+            notify_ready=False,
+        )
+        self.assertFalse(out.get("marked"))
+        ticket = self.ledger.get_ticket(work_order_no=self.wo)
+        self.assertFalse(ticket_is_paused(ticket))
+
+    def test_later_ticket_does_not_inherit_pre_ticket_exception(self) -> None:
+        confirm_system_exception(
+            event=SystemExceptionEvent(
+                exception_type=TYPE_LLM,
+                step=STEP_LLM_NO_TICKET,
+                reason="空结果",
+                service="大模型识别",
+                error_code="EMPTY",
+            ),
+            ledger=self.ledger,
+            reply=lambda _t: None,
+            notify_ready=False,
+        )
+        ticket = self.ledger.get_ticket(work_order_no=self.wo)
+        self.assertFalse(ticket_is_paused(ticket))
+
+    def test_admin_retry_tms_success_clears(self) -> None:
+        self.ledger.mark_system_exception(
+            work_order_no=self.wo,
+            system_exception=TYPE_TMS,
+            system_exception_reason="TMS /quote/v2 接口调用失败",
+            step=STEP_TMS_QUOTE,
+            payload={"conversation_kind": "private", "conversation_target": "sales1"},
+        )
+        from agent.policy.system_exception import run_admin_retry
+
+        talks: list[str] = []
+
+        def fake_send(*, kind, target, text, extra=None):
+            talks.append(text)
+
+        import agent.policy.system_exception as se
+
+        orig = se._send_to_conversation
+        se._send_to_conversation = fake_send
+        try:
+            out = run_admin_retry(self.wo, ledger=self.ledger)
+        finally:
+            se._send_to_conversation = orig
+        self.assertTrue(out.get("ok"))
+        ticket = self.ledger.get_ticket(work_order_no=self.wo)
+        self.assertFalse(ticket_is_paused(ticket))
+        self.assertEqual(ticket.status, "已报价")
+        self.assertTrue(ticket.quote)
+        self.assertTrue(any("TMS已恢复" in x for x in talks))
+        joined = "\n".join(talks)
+        self.assertTrue("USD" in joined or "拉产品" in joined or "已报价" in joined)
+
+    def test_admin_retry_cabin_lock_runs_lock(self) -> None:
+        self.ledger.mark_system_exception(
+            work_order_no=self.wo,
+            system_exception=TYPE_TMS,
+            system_exception_reason="空运锁舱接口调用失败",
+            step=STEP_TMS_CABIN,
+            payload={
+                "conversation_kind": "group",
+                "conversation_target": "chat-air",
+                "extra": {"option_no": "AIR-OPT-01", "instruction": "锁舱"},
+            },
+        )
+        hits = {"n": 0}
+        orig_lock = self.ledger.lock_cabin
+
+        def counted(**kwargs):
+            hits["n"] += 1
+            return orig_lock(**kwargs)
+
+        self.ledger.lock_cabin = counted  # type: ignore[method-assign]
+        from agent.policy.system_exception import run_admin_retry
+
+        talks: list[str] = []
+        import agent.policy.system_exception as se
+
+        orig = se._send_to_conversation
+        se._send_to_conversation = lambda **kwargs: talks.append(str(kwargs.get("text") or ""))
+        try:
+            out = run_admin_retry(self.wo, ledger=self.ledger)
+        finally:
+            se._send_to_conversation = orig
+        self.assertTrue(out.get("ok"))
+        self.assertGreaterEqual(hits["n"], 1)
+        ticket = self.ledger.get_ticket(work_order_no=self.wo)
+        self.assertFalse(ticket_is_paused(ticket))
+        self.assertTrue(any("空运舱位接口已恢复" in x for x in talks))
+
+    def test_extract_tech_fail_when_model_errors(self) -> None:
+        from agent.llm.extract_text import extract_inquiry_snapshot
+
+        class Boom:
+            ok = False
+            error = "timeout"
+            tool_calls = []
+            content = ""
+
+        snap = extract_inquiry_snapshot("上海到洛杉矶衣服", allow_b=True, chat_fn=lambda **_k: Boom())
+        self.assertTrue(snap.get("tech_fail"))
+        self.assertEqual(snap.get("tech_error"), "timeout")
+
+
+if __name__ == "__main__":
+    unittest.main()

inquiry-api/jeecg-module-inquiry/src/main/java/org/jeecg/modules/inquiry/controller/InquiryAgentController.java

@@ -204,6 +204,37 @@ public class InquiryAgentController {
         return Result.OK(rendered);
     }
 
+    @ApiOperation("智能体写入系统异常两列（已关闭拒绝，不改六态）")
+    @PostMapping("/ticket/markSystemException")
+    public Result<Map<String, Object>> markSystemException(@RequestBody Map<String, Object> body,
+                                                           HttpServletRequest http) {
+        if (!authed(http)) {
+            return Result.error(401, "unauthorized");
+        }
+        return Result.OK(workOrderService.markSystemException(body));
+    }
+
+    @ApiOperation("智能体清除系统异常两列（重试成功后）")
+    @PostMapping("/ticket/clearSystemException")
+    public Result<Map<String, Object>> clearSystemException(@RequestBody Map<String, Object> body,
+                                                            HttpServletRequest http) {
+        if (!authed(http)) {
+            return Result.error(401, "unauthorized");
+        }
+        return Result.OK(workOrderService.clearSystemException(firstStr(body, "workOrderNo", "work_order_no")));
+    }
+
+    @ApiOperation("系统异常告警接收人：角色勾了通知且账号已绑企微")
+    @PostMapping("/account/listExceptionNotify")
+    public Result<Map<String, Object>> listExceptionNotify(HttpServletRequest http) {
+        if (!authed(http)) {
+            return Result.error(401, "unauthorized");
+        }
+        Map<String, Object> out = new java.util.LinkedHashMap<>();
+        out.put("staff", workOrderService.listExceptionNotifyUsers());
+        return Result.OK(out);
+    }
+
     @ApiOperation("经主账查真 TMS（有价回报价 / 无价回暂无报价 / 技术失败）")
     @PostMapping("/tms/query")
     public Result<Map<String, Object>> tmsQuery(@RequestBody Map<String, Object> body,

inquiry-api/jeecg-module-inquiry/src/main/java/org/jeecg/modules/inquiry/entity/InquiryTicket.java

@@ -122,6 +122,19 @@ public class InquiryTicket implements Serializable {
     @ApiModelProperty("系统异常原因")
     private String systemExceptionReason;
 
+    /**
+     * 后台点重试时重跑哪一步：tms_quote / tms_cabin / llm / group。
+     * 不改六态；成功后与两列一并清空。
+     */
+    @ApiModelProperty("系统异常步骤")
+    private String systemExceptionStep;
+
+    /**
+     * 重试上下文 JSON：会话目标、未加上的人、业务线等。
+     */
+    @ApiModelProperty("系统异常重试上下文")
+    private String systemExceptionPayload;
+
     @ApiModelProperty("关单原因")
     private String closeReason;
 

inquiry-api/jeecg-module-inquiry/src/main/java/org/jeecg/modules/inquiry/mapper/InquiryExceptionNotifyMapper.java

@@ -0,0 +1,29 @@
+package org.jeecg.modules.inquiry.mapper;
+
+import org.apache.ibatis.annotations.Mapper;
+import org.apache.ibatis.annotations.Select;
+
+import java.util.List;
+import java.util.Map;
+
+/**
+ * 系统异常告警接收人：后台账号角色勾了「系统异常消息通知」，且工号（企微 userid）非空。
+ * <p>
+ * 不按海陆空过滤。inquiry 模块不依赖 system-biz，直接读同库 Jeecg 表。
+ */
+@Mapper
+public interface InquiryExceptionNotifyMapper {
+
+    /**
+     * 启用账号 + 角色 description 含系统异常通知稳定码 + work_no 已绑企微。
+     */
+    @Select("SELECT DISTINCT u.work_no AS wecomId, u.realname AS name "
+            + "FROM sys_role r "
+            + "INNER JOIN sys_user_role ur ON ur.role_id = r.id "
+            + "INNER JOIN sys_user u ON u.id = ur.user_id "
+            + "WHERE u.del_flag = 0 AND u.status = 1 "
+            + "AND u.work_no IS NOT NULL AND TRIM(u.work_no) <> '' "
+            + "AND (r.description LIKE '%系统异常·消息通知%' "
+            + "OR r.description LIKE '%系统异常消息通知%')")
+    List<Map<String, Object>> listBoundAccounts();
+}

inquiry-api/jeecg-module-inquiry/src/main/java/org/jeecg/modules/inquiry/service/IInquiryWorkOrderService.java

@@ -41,10 +41,25 @@ public interface IInquiryWorkOrderService extends IService<InquiryTicket> {
     void handleAbnormal(TicketAbnormalRequest req, String operator);
 
     /**
-     * 系统异常重试：累加 retry_count，记日志；真正重跑任务由 Worker 后续认领（本期只落主账状态）。
+     * 系统异常重试：已关闭拒绝；记下重试意图后唤醒智能体（快回，不在本线程重跑）。
      */
     void retryAbnormal(TicketAbnormalRequest req, String operator);
 
+    /**
+     * 智能体写入系统异常两列与重试上下文。已关闭拒绝。不改六态。
+     */
+    Map<String, Object> markSystemException(Map<String, Object> body);
+
+    /**
+     * 重试成功后清两列。
+     */
+    Map<String, Object> clearSystemException(String workOrderNo);
+
+    /**
+     * 后台账号：角色勾了系统异常消息通知，且工号已绑企微。
+     */
+    java.util.List<java.util.Map<String, Object>> listExceptionNotifyUsers();
+
     /**
      * 智能体建单：每次出询价确认都新开一单，相同需求不复用未关闭工单。
      */

inquiry-api/jeecg-module-inquiry/src/main/java/org/jeecg/modules/inquiry/service/impl/InquiryWorkOrderServiceImpl.java

@@ -20,8 +20,10 @@ import org.jeecg.modules.inquiry.mapper.InquiryAttachmentMapper;
 import org.jeecg.modules.inquiry.mapper.InquiryExceptionCaseMapper;
 import org.jeecg.modules.inquiry.mapper.InquiryQuoteMapper;
 import org.jeecg.modules.inquiry.mapper.InquiryStaffRoleMapper;
+import org.jeecg.modules.inquiry.mapper.InquiryExceptionNotifyMapper;
 import org.jeecg.modules.inquiry.mapper.InquiryTicketMapper;
 import org.jeecg.modules.inquiry.mapper.InquiryTicketStatusLogMapper;
+import org.jeecg.modules.inquiry.support.AgentSystemExceptionRetryClient;
 import org.jeecg.modules.inquiry.service.IInquiryWorkOrderService;
 import org.jeecg.modules.inquiry.support.InquiryQuoteDisplaySupport;
 import org.jeecg.modules.inquiry.support.InquiryTicketDisplaySupport;
@@ -69,6 +71,10 @@ public class InquiryWorkOrderServiceImpl extends ServiceImpl<InquiryTicketMapper
     private InquiryTmsQueryService tmsQueryService;
     @Autowired
     private InquiryStaffRoleMapper staffRoleMapper;
+    @Autowired
+    private InquiryExceptionNotifyMapper exceptionNotifyMapper;
+    @Autowired
+    private AgentSystemExceptionRetryClient exceptionRetryClient;
 
     @Override
     public IPage<InquiryTicket> pageView(Page<InquiryTicket> page, Map<String, String> filters) {
@@ -300,6 +306,8 @@ public class InquiryWorkOrderServiceImpl extends ServiceImpl<InquiryTicketMapper
         ticket.setEventException(null);
         ticket.setSystemException(null);
         ticket.setSystemExceptionReason(null);
+        ticket.setSystemExceptionStep(null);
+        ticket.setSystemExceptionPayload(null);
         ticket.setUpdateBy(operator);
         ticket.setUpdateTime(now);
         updateById(ticket);
@@ -310,6 +318,12 @@ public class InquiryWorkOrderServiceImpl extends ServiceImpl<InquiryTicketMapper
     @Transactional(rollbackFor = Exception.class)
     public void retryAbnormal(TicketAbnormalRequest req, String operator) {
         InquiryTicket ticket = requireTicket(req);
+        if (TicketStatuses.CLOSED.equals(ticket.getStatus())) {
+            throw new IllegalArgumentException("已关闭工单不能重试");
+        }
+        if (StringUtils.isBlank(ticket.getSystemException())) {
+            throw new IllegalArgumentException("当前没有系统异常");
+        }
         List<InquiryExceptionCase> openCases = exceptionCaseMapper.selectList(new LambdaQueryWrapper<InquiryExceptionCase>()
                 .eq(InquiryExceptionCase::getWorkOrderNo, ticket.getWorkOrderNo())
                 .eq(InquiryExceptionCase::getCaseType, "SYSTEM")
@@ -339,6 +353,110 @@ public class InquiryWorkOrderServiceImpl extends ServiceImpl<InquiryTicketMapper
             }
         }
         appendLog(ticket, ticket.getStatus(), ticket.getStatus(), "retry", operator, req.getRemark());
+        String wakeErr = exceptionRetryClient.enqueueRetry(ticket.getWorkOrderNo());
+        if (StringUtils.isNotBlank(wakeErr)) {
+            throw new IllegalArgumentException(wakeErr);
+        }
+    }
+
+    @Override
+    @Transactional(rollbackFor = Exception.class)
+    public Map<String, Object> markSystemException(Map<String, Object> body) {
+        Map<String, Object> out = new LinkedHashMap<>();
+        String no = firstBody(body, "workOrderNo", "work_order_no");
+        InquiryTicket ticket = findByWorkOrderNo(no);
+        if (ticket == null) {
+            out.put("ok", false);
+            out.put("error", "not_found");
+            return out;
+        }
+        if (TicketStatuses.CLOSED.equals(ticket.getStatus())) {
+            out.put("ok", false);
+            out.put("error", "closed");
+            return out;
+        }
+        String type = firstBody(body, "systemException", "system_exception");
+        String reason = firstBody(body, "systemExceptionReason", "system_exception_reason");
+        String step = firstBody(body, "step", "systemExceptionStep", "system_exception_step");
+        Object payloadObj = body == null ? null : body.get("payload");
+        if (payloadObj == null && body != null) {
+            payloadObj = body.get("systemExceptionPayload");
+        }
+        String payloadJson = payloadObj == null ? null
+                : (payloadObj instanceof String ? (String) payloadObj : JSON.toJSONString(payloadObj));
+        ticket.setSystemException(type);
+        ticket.setSystemExceptionReason(reason);
+        ticket.setSystemExceptionStep(step);
+        ticket.setSystemExceptionPayload(payloadJson);
+        ticket.setUpdateTime(new Date());
+        updateById(ticket);
+        InquiryExceptionCase created = new InquiryExceptionCase();
+        created.setTicketId(ticket.getId());
+        created.setWorkOrderNo(ticket.getWorkOrderNo());
+        created.setCaseType("SYSTEM");
+        created.setTitle(StringUtils.defaultIfBlank(type, "系统异常"));
+        created.setReason(reason);
+        created.setStatus("OPEN");
+        created.setRetryCount(0);
+        created.setCreateTime(new Date());
+        created.setUpdateTime(new Date());
+        exceptionCaseMapper.insert(created);
+        appendLog(ticket, ticket.getStatus(), ticket.getStatus(), "system_exception", "agent", reason);
+        out.put("ok", true);
+        out.put("status", ticket.getStatus());
+        return out;
+    }
+
+    @Override
+    @Transactional(rollbackFor = Exception.class)
+    public Map<String, Object> clearSystemException(String workOrderNo) {
+        Map<String, Object> out = new LinkedHashMap<>();
+        InquiryTicket ticket = findByWorkOrderNo(StringUtils.trimToEmpty(workOrderNo));
+        if (ticket == null) {
+            out.put("ok", false);
+            out.put("error", "not_found");
+            return out;
+        }
+        ticket.setSystemException(null);
+        ticket.setSystemExceptionReason(null);
+        ticket.setSystemExceptionStep(null);
+        ticket.setSystemExceptionPayload(null);
+        ticket.setUpdateTime(new Date());
+        updateById(ticket);
+        List<InquiryExceptionCase> openCases = exceptionCaseMapper.selectList(new LambdaQueryWrapper<InquiryExceptionCase>()
+                .eq(InquiryExceptionCase::getWorkOrderNo, ticket.getWorkOrderNo())
+                .eq(InquiryExceptionCase::getCaseType, "SYSTEM")
+                .in(InquiryExceptionCase::getStatus, "OPEN", "RETRYING"));
+        Date now = new Date();
+        for (InquiryExceptionCase c : openCases) {
+            c.setStatus("HANDLED");
+            c.setHandledBy("agent");
+            c.setHandledAt(now);
+            c.setUpdateTime(now);
+            exceptionCaseMapper.updateById(c);
+        }
+        appendLog(ticket, ticket.getStatus(), ticket.getStatus(), "system_exception_clear", "agent", "重试成功");
+        out.put("ok", true);
+        return out;
+    }
+
+    @Override
+    public List<Map<String, Object>> listExceptionNotifyUsers() {
+        List<Map<String, Object>> rows = exceptionNotifyMapper.listBoundAccounts();
+        return rows == null ? Collections.emptyList() : rows;
+    }
+
+    private static String firstBody(Map<String, Object> body, String... keys) {
+        if (body == null) {
+            return "";
+        }
+        for (String key : keys) {
+            Object v = body.get(key);
+            if (v != null && StringUtils.isNotBlank(String.valueOf(v))) {
+                return String.valueOf(v).trim();
+            }
+        }
+        return "";
     }
 
     /**
@@ -699,6 +817,19 @@ public class InquiryWorkOrderServiceImpl extends ServiceImpl<InquiryTicketMapper
         }
         out.put("collab_facts", collabFacts);
         out.put("collab_member_ids", parseMemberIds(ticket.getCollabMemberIds()));
+        out.put("system_exception", StringUtils.defaultString(ticket.getSystemException()));
+        out.put("systemException", StringUtils.defaultString(ticket.getSystemException()));
+        out.put("system_exception_reason", StringUtils.defaultString(ticket.getSystemExceptionReason()));
+        out.put("systemExceptionReason", StringUtils.defaultString(ticket.getSystemExceptionReason()));
+        out.put("system_exception_step", StringUtils.defaultString(ticket.getSystemExceptionStep()));
+        Map<String, Object> excPayload = new LinkedHashMap<>();
+        if (StringUtils.isNotBlank(ticket.getSystemExceptionPayload())) {
+            JSONObject parsed = JSON.parseObject(ticket.getSystemExceptionPayload());
+            if (parsed != null) {
+                excPayload.putAll(parsed);
+            }
+        }
+        out.put("system_exception_payload", excPayload);
         return out;
     }
 

inquiry-api/jeecg-module-inquiry/src/main/java/org/jeecg/modules/inquiry/support/AgentSystemExceptionRetryClient.java

@@ -0,0 +1,122 @@
+package org.jeecg.modules.inquiry.support;
+
+import com.alibaba.fastjson.JSON;
+import com.alibaba.fastjson.JSONObject;
+import lombok.extern.slf4j.Slf4j;
+import org.apache.commons.lang3.StringUtils;
+import org.springframework.beans.factory.annotation.Value;
+import org.springframework.stereotype.Component;
+
+import java.io.OutputStream;
+import java.net.HttpURLConnection;
+import java.net.URL;
+import java.nio.charset.StandardCharsets;
+import java.util.LinkedHashMap;
+import java.util.Map;
+
+/**
+ * 后台点「重试」后唤醒智能体：只入队，不等 TMS / 大模型 / 建群跑完。
+ * <p>
+ * 打 AGENT_HTTP_BASE_URL /internal/bridge/wake，kind=system_exception_retry。
+ * 禁止在本类同步等 Python Graph。
+ */
+@Slf4j
+@Component
+public class AgentSystemExceptionRetryClient {
+
+    @Value("${inquiry.agent.base-url:${AGENT_HTTP_BASE_URL:http://127.0.0.1:8910}}")
+    private String agentBaseUrl;
+
+    @Value("${inquiry.agent.callback-token:${AGENT_CALLBACK_TOKEN:}}")
+    private String agentToken;
+
+    @Value("${inquiry.agent.retry-timeout-ms:8000}")
+    private int timeoutMs;
+
+    /**
+     * 入队系统异常重试。返回 null 表示智能体已收下；非空为失败原因。
+     */
+    public String enqueueRetry(String workOrderNo) {
+        String no = StringUtils.trimToEmpty(workOrderNo);
+        if (StringUtils.isBlank(no)) {
+            return "工单号为空";
+        }
+        String base = StringUtils.removeEnd(StringUtils.defaultIfBlank(agentBaseUrl, ""), "/");
+        if (StringUtils.isBlank(base)) {
+            return "智能体地址未配置（AGENT_HTTP_BASE_URL）";
+        }
+        String url = base + "/internal/bridge/wake";
+        HttpURLConnection conn = null;
+        try {
+            conn = (HttpURLConnection) new URL(url).openConnection();
+            conn.setRequestMethod("POST");
+            conn.setConnectTimeout(Math.max(2000, timeoutMs));
+            conn.setReadTimeout(Math.max(2000, timeoutMs));
+            conn.setDoOutput(true);
+            conn.setRequestProperty("Content-Type", "application/json;charset=UTF-8");
+            conn.setRequestProperty("Accept", "application/json");
+            if (StringUtils.isNotBlank(agentToken)) {
+                conn.setRequestProperty("X-Agent-Callback-Token", agentToken);
+            }
+            Map<String, Object> body = new LinkedHashMap<>();
+            body.put("thread_id", no);
+            body.put("inquiry_no", no);
+            body.put("kind", "system_exception_retry");
+            body.put("quote_version", 0);
+            body.put("wait_version", 0);
+            byte[] bytes = JSON.toJSONBytes(body);
+            try (OutputStream out = conn.getOutputStream()) {
+                out.write(bytes);
+            }
+            int code = conn.getResponseCode();
+            String respText = readQuietly(conn, code >= 200 && code < 300);
+            if (code == 202 || code == 200) {
+                JSONObject resp = safeJson(respText);
+                if (resp != null && "accepted".equals(resp.getString("status"))) {
+                    return null;
+                }
+                if (resp != null && StringUtils.isNotBlank(resp.getString("entry_id"))) {
+                    return null;
+                }
+                return "智能体未确认入队";
+            }
+            return "无法提交重试: HTTP " + code;
+        } catch (Exception e) {
+            log.warn("系统异常重试唤醒失败 wo={} err={}", no, e.getMessage());
+            return "无法提交重试: " + e.getMessage();
+        } finally {
+            if (conn != null) {
+                conn.disconnect();
+            }
+        }
+    }
+
+    private static String readQuietly(HttpURLConnection conn, boolean ok) {
+        try {
+            java.io.InputStream in = ok ? conn.getInputStream() : conn.getErrorStream();
+            if (in == null) {
+                return "";
+            }
+            java.io.ByteArrayOutputStream buf = new java.io.ByteArrayOutputStream();
+            byte[] chunk = new byte[512];
+            int n;
+            while ((n = in.read(chunk)) > 0) {
+                buf.write(chunk, 0, n);
+            }
+            return new String(buf.toByteArray(), StandardCharsets.UTF_8);
+        } catch (Exception e) {
+            return "";
+        }
+    }
+
+    private static JSONObject safeJson(String text) {
+        if (StringUtils.isBlank(text)) {
+            return null;
+        }
+        try {
+            return JSON.parseObject(text);
+        } catch (Exception e) {
+            return null;
+        }
+    }
+}

inquiry-api/jeecg-module-inquiry/src/main/resources/db/migration_inq_ticket_system_exception_ctx_v1.sql

@@ -0,0 +1,33 @@
+-- 系统异常重试上下文：步骤 + JSON。仅改 inquiry_robot。
+-- 两列展示字段 system_exception / system_exception_reason 已存在。
+-- 可重复执行：已有列则跳过。
+
+SET NAMES utf8mb4;
+
+SET @db := DATABASE();
+
+SET @exists_step := (
+  SELECT COUNT(*) FROM information_schema.COLUMNS
+  WHERE TABLE_SCHEMA = @db AND TABLE_NAME = 'inq_ticket' AND COLUMN_NAME = 'system_exception_step'
+);
+SET @sql_step := IF(
+  @exists_step = 0,
+  'ALTER TABLE `inq_ticket` ADD COLUMN `system_exception_step` varchar(64) NULL COMMENT ''系统异常步骤：tms_quote/tms_cabin/llm/group'' AFTER `system_exception_reason`',
+  'SELECT 1'
+);
+PREPARE stmt_step FROM @sql_step;
+EXECUTE stmt_step;
+DEALLOCATE PREPARE stmt_step;
+
+SET @exists_payload := (
+  SELECT COUNT(*) FROM information_schema.COLUMNS
+  WHERE TABLE_SCHEMA = @db AND TABLE_NAME = 'inq_ticket' AND COLUMN_NAME = 'system_exception_payload'
+);
+SET @sql_payload := IF(
+  @exists_payload = 0,
+  'ALTER TABLE `inq_ticket` ADD COLUMN `system_exception_payload` text NULL COMMENT ''系统异常重试上下文 JSON'' AFTER `system_exception_step`',
+  'SELECT 1'
+);
+PREPARE stmt_payload FROM @sql_payload;
+EXECUTE stmt_payload;
+DEALLOCATE PREPARE stmt_payload;

inquiry-backend/src/views/inquiry/workOrder/index.vue

@@ -598,7 +598,7 @@ function refresh() {
               <td class="align-top col-actions col-sticky-right">
                 <div class="ticket-row-actions">
                   <button
-                    v-if="row.systemException !== '-'"
+                    v-if="row.systemException !== '-' && row.status !== '已关闭'"
                     class="link-action"
                     type="button"
                     @click="retryTicket(row)"
@@ -640,6 +640,14 @@ function refresh() {
   >
     <template #titleExtra>
       <span v-if="current" class="ticket-detail-no">{{ current.id }}</span>
+      <button
+        v-if="current && current.systemException !== '-' && current.status !== '已关闭'"
+        class="link-action"
+        type="button"
+        @click="retryTicket(current)"
+      >
+        重试
+      </button>
     </template>
     <div v-if="current" class="ticket-detail">
       <section class="ticket-detail-section">