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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。

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Co-authored-by: Cursor <cursoragent@cursor.com>
This commit is contained in:
jillion886
2026-09-21 14:01:49 +08:00
co-authored by Cursor
parent a5e73c01ae
commit 4381966c4e
26 changed files with 2098 additions and 72 deletions
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inquiry-agent/tests/test_land_dispatch.py
+30 -17
View File
@@ -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
-6
View File
@@ -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
+5 -2
View File
@@ -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
+294
View File
@@ -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()