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