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
@@ -204,6 +204,37 @@ public class InquiryAgentController {
        return Result.OK(rendered);
    }

+    @ApiOperation("智能体写入系统异常两列（已关闭拒绝，不改六态）")
+    @PostMapping("/ticket/markSystemException")
+    public Result<Map<String, Object>> markSystemException(@RequestBody Map<String, Object> body,
+                                                           HttpServletRequest http) {
+        if (!authed(http)) {
+            return Result.error(401, "unauthorized");
+        }
+        return Result.OK(workOrderService.markSystemException(body));
+    }
+
+    @ApiOperation("智能体清除系统异常两列（重试成功后）")
+    @PostMapping("/ticket/clearSystemException")
+    public Result<Map<String, Object>> clearSystemException(@RequestBody Map<String, Object> body,
+                                                            HttpServletRequest http) {
+        if (!authed(http)) {
+            return Result.error(401, "unauthorized");
+        }
+        return Result.OK(workOrderService.clearSystemException(firstStr(body, "workOrderNo", "work_order_no")));
+    }
+
+    @ApiOperation("系统异常告警接收人：角色勾了通知且账号已绑企微")
+    @PostMapping("/account/listExceptionNotify")
+    public Result<Map<String, Object>> listExceptionNotify(HttpServletRequest http) {
+        if (!authed(http)) {
+            return Result.error(401, "unauthorized");
+        }
+        Map<String, Object> out = new java.util.LinkedHashMap<>();
+        out.put("staff", workOrderService.listExceptionNotifyUsers());
+        return Result.OK(out);
+    }
+
    @ApiOperation("经主账查真 TMS（有价回报价 / 无价回暂无报价 / 技术失败）")
    @PostMapping("/tms/query")
    public Result<Map<String, Object>> tmsQuery(@RequestBody Map<String, Object> body,
@@ -122,6 +122,19 @@ public class InquiryTicket implements Serializable {
    @ApiModelProperty("系统异常原因")
    private String systemExceptionReason;

+    /**
+     * 后台点重试时重跑哪一步：tms_quote / tms_cabin / llm / group。
+     * 不改六态；成功后与两列一并清空。
+     */
+    @ApiModelProperty("系统异常步骤")
+    private String systemExceptionStep;
+
+    /**
+     * 重试上下文 JSON：会话目标、未加上的人、业务线等。
+     */
+    @ApiModelProperty("系统异常重试上下文")
+    private String systemExceptionPayload;
+
    @ApiModelProperty("关单原因")
    private String closeReason;

@@ -0,0 +1,29 @@
+package org.jeecg.modules.inquiry.mapper;
+
+import org.apache.ibatis.annotations.Mapper;
+import org.apache.ibatis.annotations.Select;
+
+import java.util.List;
+import java.util.Map;
+
+/**
+ * 系统异常告警接收人：后台账号角色勾了「系统异常消息通知」，且工号（企微 userid）非空。
+ * <p>
+ * 不按海陆空过滤。inquiry 模块不依赖 system-biz，直接读同库 Jeecg 表。
+ */
+@Mapper
+public interface InquiryExceptionNotifyMapper {
+
+    /**
+     * 启用账号 + 角色 description 含系统异常通知稳定码 + work_no 已绑企微。
+     */
+    @Select("SELECT DISTINCT u.work_no AS wecomId, u.realname AS name "
+            + "FROM sys_role r "
+            + "INNER JOIN sys_user_role ur ON ur.role_id = r.id "
+            + "INNER JOIN sys_user u ON u.id = ur.user_id "
+            + "WHERE u.del_flag = 0 AND u.status = 1 "
+            + "AND u.work_no IS NOT NULL AND TRIM(u.work_no) <> '' "
+            + "AND (r.description LIKE '%系统异常·消息通知%' "
+            + "OR r.description LIKE '%系统异常消息通知%')")
+    List<Map<String, Object>> listBoundAccounts();
+}
@@ -41,10 +41,25 @@ public interface IInquiryWorkOrderService extends IService<InquiryTicket> {
    void handleAbnormal(TicketAbnormalRequest req, String operator);

    /**
-     * 系统异常重试：累加 retry_count，记日志；真正重跑任务由 Worker 后续认领（本期只落主账状态）。
+     * 系统异常重试：已关闭拒绝；记下重试意图后唤醒智能体（快回，不在本线程重跑）。
     */
    void retryAbnormal(TicketAbnormalRequest req, String operator);

+    /**
+     * 智能体写入系统异常两列与重试上下文。已关闭拒绝。不改六态。
+     */
+    Map<String, Object> markSystemException(Map<String, Object> body);
+
+    /**
+     * 重试成功后清两列。
+     */
+    Map<String, Object> clearSystemException(String workOrderNo);
+
+    /**
+     * 后台账号：角色勾了系统异常消息通知，且工号已绑企微。
+     */
+    java.util.List<java.util.Map<String, Object>> listExceptionNotifyUsers();
+
    /**
     * 智能体建单：每次出询价确认都新开一单，相同需求不复用未关闭工单。
     */
@@ -20,8 +20,10 @@ import org.jeecg.modules.inquiry.mapper.InquiryAttachmentMapper;
 import org.jeecg.modules.inquiry.mapper.InquiryExceptionCaseMapper;
 import org.jeecg.modules.inquiry.mapper.InquiryQuoteMapper;
 import org.jeecg.modules.inquiry.mapper.InquiryStaffRoleMapper;
+import org.jeecg.modules.inquiry.mapper.InquiryExceptionNotifyMapper;
 import org.jeecg.modules.inquiry.mapper.InquiryTicketMapper;
 import org.jeecg.modules.inquiry.mapper.InquiryTicketStatusLogMapper;
+import org.jeecg.modules.inquiry.support.AgentSystemExceptionRetryClient;
 import org.jeecg.modules.inquiry.service.IInquiryWorkOrderService;
 import org.jeecg.modules.inquiry.support.InquiryQuoteDisplaySupport;
 import org.jeecg.modules.inquiry.support.InquiryTicketDisplaySupport;
@@ -69,6 +71,10 @@ public class InquiryWorkOrderServiceImpl extends ServiceImpl<InquiryTicketMapper
    private InquiryTmsQueryService tmsQueryService;
    @Autowired
    private InquiryStaffRoleMapper staffRoleMapper;
+    @Autowired
+    private InquiryExceptionNotifyMapper exceptionNotifyMapper;
+    @Autowired
+    private AgentSystemExceptionRetryClient exceptionRetryClient;

    @Override
    public IPage<InquiryTicket> pageView(Page<InquiryTicket> page, Map<String, String> filters) {
@@ -300,6 +306,8 @@ public class InquiryWorkOrderServiceImpl extends ServiceImpl<InquiryTicketMapper
        ticket.setEventException(null);
        ticket.setSystemException(null);
        ticket.setSystemExceptionReason(null);
+        ticket.setSystemExceptionStep(null);
+        ticket.setSystemExceptionPayload(null);
        ticket.setUpdateBy(operator);
        ticket.setUpdateTime(now);
        updateById(ticket);
@@ -310,6 +318,12 @@ public class InquiryWorkOrderServiceImpl extends ServiceImpl<InquiryTicketMapper
    @Transactional(rollbackFor = Exception.class)
    public void retryAbnormal(TicketAbnormalRequest req, String operator) {
        InquiryTicket ticket = requireTicket(req);
+        if (TicketStatuses.CLOSED.equals(ticket.getStatus())) {
+            throw new IllegalArgumentException("已关闭工单不能重试");
+        }
+        if (StringUtils.isBlank(ticket.getSystemException())) {
+            throw new IllegalArgumentException("当前没有系统异常");
+        }
        List<InquiryExceptionCase> openCases = exceptionCaseMapper.selectList(new LambdaQueryWrapper<InquiryExceptionCase>()
                .eq(InquiryExceptionCase::getWorkOrderNo, ticket.getWorkOrderNo())
                .eq(InquiryExceptionCase::getCaseType, "SYSTEM")
@@ -339,6 +353,110 @@ public class InquiryWorkOrderServiceImpl extends ServiceImpl<InquiryTicketMapper
            }
        }
        appendLog(ticket, ticket.getStatus(), ticket.getStatus(), "retry", operator, req.getRemark());
+        String wakeErr = exceptionRetryClient.enqueueRetry(ticket.getWorkOrderNo());
+        if (StringUtils.isNotBlank(wakeErr)) {
+            throw new IllegalArgumentException(wakeErr);
+        }
+    }
+
+    @Override
+    @Transactional(rollbackFor = Exception.class)
+    public Map<String, Object> markSystemException(Map<String, Object> body) {
+        Map<String, Object> out = new LinkedHashMap<>();
+        String no = firstBody(body, "workOrderNo", "work_order_no");
+        InquiryTicket ticket = findByWorkOrderNo(no);
+        if (ticket == null) {
+            out.put("ok", false);
+            out.put("error", "not_found");
+            return out;
+        }
+        if (TicketStatuses.CLOSED.equals(ticket.getStatus())) {
+            out.put("ok", false);
+            out.put("error", "closed");
+            return out;
+        }
+        String type = firstBody(body, "systemException", "system_exception");
+        String reason = firstBody(body, "systemExceptionReason", "system_exception_reason");
+        String step = firstBody(body, "step", "systemExceptionStep", "system_exception_step");
+        Object payloadObj = body == null ? null : body.get("payload");
+        if (payloadObj == null && body != null) {
+            payloadObj = body.get("systemExceptionPayload");
+        }
+        String payloadJson = payloadObj == null ? null
+                : (payloadObj instanceof String ? (String) payloadObj : JSON.toJSONString(payloadObj));
+        ticket.setSystemException(type);
+        ticket.setSystemExceptionReason(reason);
+        ticket.setSystemExceptionStep(step);
+        ticket.setSystemExceptionPayload(payloadJson);
+        ticket.setUpdateTime(new Date());
+        updateById(ticket);
+        InquiryExceptionCase created = new InquiryExceptionCase();
+        created.setTicketId(ticket.getId());
+        created.setWorkOrderNo(ticket.getWorkOrderNo());
+        created.setCaseType("SYSTEM");
+        created.setTitle(StringUtils.defaultIfBlank(type, "系统异常"));
+        created.setReason(reason);
+        created.setStatus("OPEN");
+        created.setRetryCount(0);
+        created.setCreateTime(new Date());
+        created.setUpdateTime(new Date());
+        exceptionCaseMapper.insert(created);
+        appendLog(ticket, ticket.getStatus(), ticket.getStatus(), "system_exception", "agent", reason);
+        out.put("ok", true);
+        out.put("status", ticket.getStatus());
+        return out;
+    }
+
+    @Override
+    @Transactional(rollbackFor = Exception.class)
+    public Map<String, Object> clearSystemException(String workOrderNo) {
+        Map<String, Object> out = new LinkedHashMap<>();
+        InquiryTicket ticket = findByWorkOrderNo(StringUtils.trimToEmpty(workOrderNo));
+        if (ticket == null) {
+            out.put("ok", false);
+            out.put("error", "not_found");
+            return out;
+        }
+        ticket.setSystemException(null);
+        ticket.setSystemExceptionReason(null);
+        ticket.setSystemExceptionStep(null);
+        ticket.setSystemExceptionPayload(null);
+        ticket.setUpdateTime(new Date());
+        updateById(ticket);
+        List<InquiryExceptionCase> openCases = exceptionCaseMapper.selectList(new LambdaQueryWrapper<InquiryExceptionCase>()
+                .eq(InquiryExceptionCase::getWorkOrderNo, ticket.getWorkOrderNo())
+                .eq(InquiryExceptionCase::getCaseType, "SYSTEM")
+                .in(InquiryExceptionCase::getStatus, "OPEN", "RETRYING"));
+        Date now = new Date();
+        for (InquiryExceptionCase c : openCases) {
+            c.setStatus("HANDLED");
+            c.setHandledBy("agent");
+            c.setHandledAt(now);
+            c.setUpdateTime(now);
+            exceptionCaseMapper.updateById(c);
+        }
+        appendLog(ticket, ticket.getStatus(), ticket.getStatus(), "system_exception_clear", "agent", "重试成功");
+        out.put("ok", true);
+        return out;
+    }
+
+    @Override
+    public List<Map<String, Object>> listExceptionNotifyUsers() {
+        List<Map<String, Object>> rows = exceptionNotifyMapper.listBoundAccounts();
+        return rows == null ? Collections.emptyList() : rows;
+    }
+
+    private static String firstBody(Map<String, Object> body, String... keys) {
+        if (body == null) {
+            return "";
+        }
+        for (String key : keys) {
+            Object v = body.get(key);
+            if (v != null && StringUtils.isNotBlank(String.valueOf(v))) {
+                return String.valueOf(v).trim();
+            }
+        }
+        return "";
    }

    /**
@@ -699,6 +817,19 @@ public class InquiryWorkOrderServiceImpl extends ServiceImpl<InquiryTicketMapper
        }
        out.put("collab_facts", collabFacts);
        out.put("collab_member_ids", parseMemberIds(ticket.getCollabMemberIds()));
+        out.put("system_exception", StringUtils.defaultString(ticket.getSystemException()));
+        out.put("systemException", StringUtils.defaultString(ticket.getSystemException()));
+        out.put("system_exception_reason", StringUtils.defaultString(ticket.getSystemExceptionReason()));
+        out.put("systemExceptionReason", StringUtils.defaultString(ticket.getSystemExceptionReason()));
+        out.put("system_exception_step", StringUtils.defaultString(ticket.getSystemExceptionStep()));
+        Map<String, Object> excPayload = new LinkedHashMap<>();
+        if (StringUtils.isNotBlank(ticket.getSystemExceptionPayload())) {
+            JSONObject parsed = JSON.parseObject(ticket.getSystemExceptionPayload());
+            if (parsed != null) {
+                excPayload.putAll(parsed);
+            }
+        }
+        out.put("system_exception_payload", excPayload);
        return out;
    }

@@ -0,0 +1,122 @@
+package org.jeecg.modules.inquiry.support;
+
+import com.alibaba.fastjson.JSON;
+import com.alibaba.fastjson.JSONObject;
+import lombok.extern.slf4j.Slf4j;
+import org.apache.commons.lang3.StringUtils;
+import org.springframework.beans.factory.annotation.Value;
+import org.springframework.stereotype.Component;
+
+import java.io.OutputStream;
+import java.net.HttpURLConnection;
+import java.net.URL;
+import java.nio.charset.StandardCharsets;
+import java.util.LinkedHashMap;
+import java.util.Map;
+
+/**
+ * 后台点「重试」后唤醒智能体：只入队，不等 TMS / 大模型 / 建群跑完。
+ * <p>
+ * 打 AGENT_HTTP_BASE_URL /internal/bridge/wake，kind=system_exception_retry。
+ * 禁止在本类同步等 Python Graph。
+ */
+@Slf4j
+@Component
+public class AgentSystemExceptionRetryClient {
+
+    @Value("${inquiry.agent.base-url:${AGENT_HTTP_BASE_URL:http://127.0.0.1:8910}}")
+    private String agentBaseUrl;
+
+    @Value("${inquiry.agent.callback-token:${AGENT_CALLBACK_TOKEN:}}")
+    private String agentToken;
+
+    @Value("${inquiry.agent.retry-timeout-ms:8000}")
+    private int timeoutMs;
+
+    /**
+     * 入队系统异常重试。返回 null 表示智能体已收下；非空为失败原因。
+     */
+    public String enqueueRetry(String workOrderNo) {
+        String no = StringUtils.trimToEmpty(workOrderNo);
+        if (StringUtils.isBlank(no)) {
+            return "工单号为空";
+        }
+        String base = StringUtils.removeEnd(StringUtils.defaultIfBlank(agentBaseUrl, ""), "/");
+        if (StringUtils.isBlank(base)) {
+            return "智能体地址未配置（AGENT_HTTP_BASE_URL）";
+        }
+        String url = base + "/internal/bridge/wake";
+        HttpURLConnection conn = null;
+        try {
+            conn = (HttpURLConnection) new URL(url).openConnection();
+            conn.setRequestMethod("POST");
+            conn.setConnectTimeout(Math.max(2000, timeoutMs));
+            conn.setReadTimeout(Math.max(2000, timeoutMs));
+            conn.setDoOutput(true);
+            conn.setRequestProperty("Content-Type", "application/json;charset=UTF-8");
+            conn.setRequestProperty("Accept", "application/json");
+            if (StringUtils.isNotBlank(agentToken)) {
+                conn.setRequestProperty("X-Agent-Callback-Token", agentToken);
+            }
+            Map<String, Object> body = new LinkedHashMap<>();
+            body.put("thread_id", no);
+            body.put("inquiry_no", no);
+            body.put("kind", "system_exception_retry");
+            body.put("quote_version", 0);
+            body.put("wait_version", 0);
+            byte[] bytes = JSON.toJSONBytes(body);
+            try (OutputStream out = conn.getOutputStream()) {
+                out.write(bytes);
+            }
+            int code = conn.getResponseCode();
+            String respText = readQuietly(conn, code >= 200 && code < 300);
+            if (code == 202 || code == 200) {
+                JSONObject resp = safeJson(respText);
+                if (resp != null && "accepted".equals(resp.getString("status"))) {
+                    return null;
+                }
+                if (resp != null && StringUtils.isNotBlank(resp.getString("entry_id"))) {
+                    return null;
+                }
+                return "智能体未确认入队";
+            }
+            return "无法提交重试: HTTP " + code;
+        } catch (Exception e) {
+            log.warn("系统异常重试唤醒失败 wo={} err={}", no, e.getMessage());
+            return "无法提交重试: " + e.getMessage();
+        } finally {
+            if (conn != null) {
+                conn.disconnect();
+            }
+        }
+    }
+
+    private static String readQuietly(HttpURLConnection conn, boolean ok) {
+        try {
+            java.io.InputStream in = ok ? conn.getInputStream() : conn.getErrorStream();
+            if (in == null) {
+                return "";
+            }
+            java.io.ByteArrayOutputStream buf = new java.io.ByteArrayOutputStream();
+            byte[] chunk = new byte[512];
+            int n;
+            while ((n = in.read(chunk)) > 0) {
+                buf.write(chunk, 0, n);
+            }
+            return new String(buf.toByteArray(), StandardCharsets.UTF_8);
+        } catch (Exception e) {
+            return "";
+        }
+    }
+
+    private static JSONObject safeJson(String text) {
+        if (StringUtils.isBlank(text)) {
+            return null;
+        }
+        try {
+            return JSON.parseObject(text);
+        } catch (Exception e) {
+            return null;
+        }
+    }
+}
@@ -0,0 +1,33 @@
+-- 系统异常重试上下文：步骤 + JSON。仅改 inquiry_robot。
+-- 两列展示字段 system_exception / system_exception_reason 已存在。
+-- 可重复执行：已有列则跳过。
+
+SET NAMES utf8mb4;
+
+SET @db := DATABASE();
+
+SET @exists_step := (
+  SELECT COUNT(*) FROM information_schema.COLUMNS
+  WHERE TABLE_SCHEMA = @db AND TABLE_NAME = 'inq_ticket' AND COLUMN_NAME = 'system_exception_step'
+);
+SET @sql_step := IF(
+  @exists_step = 0,
+  'ALTER TABLE `inq_ticket` ADD COLUMN `system_exception_step` varchar(64) NULL COMMENT ''系统异常步骤：tms_quote/tms_cabin/llm/group'' AFTER `system_exception_reason`',
+  'SELECT 1'
+);
+PREPARE stmt_step FROM @sql_step;
+EXECUTE stmt_step;
+DEALLOCATE PREPARE stmt_step;
+
+SET @exists_payload := (
+  SELECT COUNT(*) FROM information_schema.COLUMNS
+  WHERE TABLE_SCHEMA = @db AND TABLE_NAME = 'inq_ticket' AND COLUMN_NAME = 'system_exception_payload'
+);
+SET @sql_payload := IF(
+  @exists_payload = 0,
+  'ALTER TABLE `inq_ticket` ADD COLUMN `system_exception_payload` text NULL COMMENT ''系统异常重试上下文 JSON'' AFTER `system_exception_step`',
+  'SELECT 1'
+);
+PREPARE stmt_payload FROM @sql_payload;
+EXECUTE stmt_payload;
+DEALLOCATE PREPARE stmt_payload;