feat: 事件异常会话话术与询价消息服务卡片

Co-authored-by: Cursor <cursoragent@cursor.com>
2026-09-21 18:16:18 +08:00
parent 2527901efd
commit c24d8c19c0
2 changed files with 186 additions and 8 deletions
@@ -2439,6 +2439,17 @@ def air_lock_fail(*, work_order_no: str, operator: str, reason: str) -> str:
    )


+def air_cabin_fail_reason(*, tms_reason: str = "", flight_date: str = "", today: str = "") -> str:
+    """
+    锁舱/释放失败原因：原样回 TMS 的 failReason。
+    没有报价也可以锁舱，禁止改写成「报价选项不存在」或「航班已起飞」。
+    flight_date / today 只为兼容旧调用，不再用来改写原文。
+    """
+    _ = flight_date
+    _ = today
+    return (tms_reason or "").strip()
+
+
 def air_release_ok(
    *,
    work_order_no: str,
@@ -2459,9 +2470,10 @@ def air_release_ok(
 def air_release_fail(*, work_order_no: str, operator: str, reason: str) -> str:
    why = (reason or "").strip() or "TMS未返回原因"
    return (
-        f"工单{work_order_no} 空运释放舱位失败\n"
+        f"工单{work_order_no} 空运释放舱位失败。\n"
        f"操作人：{operator}\n"
-        f"释放舱位失败的原因：{why}"
+        f"释放舱位失败的原因：{why}\n"
+        "已通知IT运维排查，请稍等。"
    )


@@ -2484,6 +2496,8 @@ STEP_LLM_NO_TICKET = "llm_no_ticket"
 STEP_LLM = "llm"
 STEP_TMS_QUOTE = "tms_quote"
 STEP_TMS_CABIN = "tms_cabin"
+STEP_TMS_LOCK = "tms_lock"
+STEP_TMS_RELEASE = "tms_release"
 STEP_GROUP = "group"

 SYS_EXC_LLM_FALLBACK = "大模型服务异常，IT排查中..."
@@ -2497,6 +2511,8 @@ 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_TMS_LOCK = "锁舱失败，工单状态保持不变"
+IMPACT_TMS_RELEASE = "释放舱位失败，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"


@@ -2519,7 +2535,7 @@ def system_exception_recovery(step: str) -> str:
    key = (step or "").strip()
    if key == STEP_LLM or key == STEP_LLM_NO_TICKET:
        return SYS_EXC_RECOVERY_LLM
-    if key == STEP_TMS_CABIN:
+    if key in {STEP_TMS_CABIN, STEP_TMS_LOCK, STEP_TMS_RELEASE}:
        return SYS_EXC_RECOVERY_CABIN
    if key == STEP_GROUP:
        return SYS_EXC_RECOVERY_GROUP
@@ -2533,6 +2549,10 @@ def system_exception_impact(step: str) -> str:
        return IMPACT_LLM_NO_TICKET
    if key == STEP_LLM:
        return IMPACT_LLM
+    if key == STEP_TMS_LOCK:
+        return IMPACT_TMS_LOCK
+    if key == STEP_TMS_RELEASE:
+        return IMPACT_TMS_RELEASE
    if key == STEP_TMS_CABIN:
        return IMPACT_TMS_CABIN
    if key == STEP_GROUP:
@@ -2554,11 +2574,11 @@ def system_exception_alert_payload(
    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。
+    标题不加 [test]：运维要看的就是这张卡本身，test_prefix 仅保留兼容入参。
    """
    no = (work_order_no or "").strip() or "无"
+    _ = test_prefix
    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 "-"},
@@ -2596,11 +2616,10 @@ def system_exception_alert_text(
    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）。"""
+    """告警卡纯文本兜底（通道降级时仍能看懂）。标题同样不加 [test]。"""
    no = (work_order_no or "").strip() or "无"
+    _ = test_prefix
    head = "系统异常通知"
-    if test_prefix:
-        head = "[test] " + head
    lines = [
        "询价机器人系统告警",
        head,
@@ -2612,3 +2631,101 @@ def system_exception_alert_text(
        f"发生时间：{(occurred_at or '').strip() or '-'}",
    ]
    return "\n".join(lines)
+
+
+def event_exception_session_text(
+    *,
+    exception_type: str,
+    work_order_no: str,
+    names: list[str] | None,
+    hours: float,
+    mention: bool,
+    test_prefix: bool = False,
+) -> str:
+    """
+    事件异常会话两行话术。
+
+    mention=True 时姓名前加 @，多人空格拼接。小时数用后台规则值。
+    """
+    from agent.policy.event_exception import format_timeout_hours
+
+    no = (work_order_no or "").strip() or "-"
+    kind = (exception_type or "").strip() or "事件异常"
+    hour_text = format_timeout_hours(hours)
+    people = [str(n).strip() for n in (names or []) if str(n).strip()]
+    if mention:
+        tagged = " ".join(f"@{n}" for n in people) if people else "相关人员"
+    else:
+        tagged = " ".join(people) if people else "您"
+    body = (
+        f"关联询价工单 {no}。{tagged}已超过 {hour_text} 工作小时 无响应，"
+        f"事件异常已记录工单，请及时处理。"
+    )
+    text = f"{kind}\n{body}"
+    if test_prefix and not text.startswith("[test]"):
+        return f"[test] {text}"
+    return text
+
+
+def event_exception_alert_payload(
+    *,
+    card_title: str,
+    work_order_no: str,
+    hours: float,
+    test_prefix: bool = False,
+) -> dict[str, Any]:
+    """
+    事件异常通知卡：走询价消息服务，不走询价小助手。
+
+    对齐现网「询价机器人事件告警」：标题用响应异常，正文用「您已超过」。
+    """
+    from agent.policy.event_exception import format_timeout_hours
+
+    no = (work_order_no or "").strip() or "-"
+    title = (card_title or "").strip() or "事件响应异常"
+    if test_prefix and not title.startswith("[test]"):
+        title = f"[test] {title}"
+    hour_text = format_timeout_hours(hours)
+    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": "询价机器人事件告警", "desc_color": 0},
+            "main_title": {
+                "title": title,
+                "desc": f"关联询价工单 {no}",
+            },
+            "sub_title_text": f"您已超过 {hour_text} 工作小时无响应，事件异常已记录工单，请及时处理。",
+            "card_action": {"type": 1, "url": action_url},
+        },
+    }
+
+
+def event_exception_alert_text(
+    *,
+    card_title: str,
+    work_order_no: str,
+    hours: float,
+    test_prefix: bool = False,
+) -> str:
+    """应用卡片纯文本兜底。"""
+    payload = event_exception_alert_payload(
+        card_title=card_title,
+        work_order_no=work_order_no,
+        hours=hours,
+        test_prefix=test_prefix,
+    )
+    card = payload.get("template_card") or {}
+    main = card.get("main_title") or {}
+    lines = [
+        str((card.get("source") or {}).get("desc") or "询价机器人事件告警"),
+        str(main.get("title") or ""),
+        str(main.get("desc") or ""),
+        str(card.get("sub_title_text") or ""),
+    ]
+    return "\n".join(x for x in lines if x)