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>
2026-09-21 14:01:49 +08:00
parent a5e73c01ae
commit 4381966c4e
26 changed files with 2098 additions and 72 deletions
@@ -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)