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,