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/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)