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>

inquiry-agent/agent/policy/inquiry_copy.py

@@ -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)

inquiry-agent/tests/test_event_exception.py

@@ -12,6 +12,7 @@ ROOT = os.path.abspath(os.path.join(os.path.dirname(__file__), ".."))
 if ROOT not in sys.path:
     sys.path.insert(0, ROOT)
 
+from agent.policy import inquiry_copy as copy
 from agent.policy.event_exception import (
     WAIT_ADOPT,
     WAIT_AIR_QUOTE,
@@ -102,5 +103,65 @@ class TestMentions(unittest.TestCase):
         self.assertEqual(conversation_of(wait_kind=WAIT_DEAL, collab_chat_id=""), "private")
 
 
+class TestEventExceptionCopy(unittest.TestCase):
+    def test_group_air(self) -> None:
+        text = copy.event_exception_session_text(
+            exception_type="航线响应超时",
+            work_order_no="WO202606180003",
+            names=["张三"],
+            hours=0.25,
+            mention=True,
+        )
+        self.assertEqual(
+            text,
+            "航线响应超时\n关联询价工单 WO202606180003。@张三已超过 0.25 工作小时 无响应，事件异常已记录工单，请及时处理。",
+        )
+
+    def test_group_two_names(self) -> None:
+        text = copy.event_exception_session_text(
+            exception_type="产品响应超时",
+            work_order_no="WO1",
+            names=["张三", "李四"],
+            hours=2,
+            mention=True,
+        )
+        self.assertIn("@张三 @李四已超过 2 工作小时", text)
+
+    def test_private_sales_no_at(self) -> None:
+        text = copy.event_exception_session_text(
+            exception_type="销售响应超时",
+            work_order_no="WO1",
+            names=["王五"],
+            hours=48,
+            mention=False,
+        )
+        self.assertIn("王五已超过 48 工作小时", text)
+        self.assertNotIn("@王五", text)
+
+    def test_test_prefix(self) -> None:
+        text = copy.event_exception_session_text(
+            exception_type="销售响应超时",
+            work_order_no="WO1",
+            names=["王五"],
+            hours=1,
+            mention=False,
+            test_prefix=True,
+        )
+        self.assertTrue(text.startswith("[test] "))
+
+    def test_app_card(self) -> None:
+        payload = copy.event_exception_alert_payload(
+            card_title="销售响应异常",
+            work_order_no="WO202609090199",
+            hours=48,
+        )
+        self.assertEqual(payload["wecom_app"], "notify")
+        card = payload["template_card"]
+        self.assertEqual(card["source"]["desc"], "询价机器人事件告警")
+        self.assertEqual(card["main_title"]["title"], "销售响应异常")
+        self.assertEqual(card["main_title"]["desc"], "关联询价工单 WO202609090199")
+        self.assertIn("您已超过 48 工作小时无响应", card["sub_title_text"])
+
+
 if __name__ == "__main__":
     unittest.main()