空运群超时找不到航线成员时写成了「相关人员」。改为 @ 航线同事；销售超时只 @ 本单销售。

Co-authored-by: Cursor <cursoragent@cursor.com>

inquiry-agent/agent/jobs/event_exception_poll.py

@@ -18,6 +18,11 @@ from agent.policy.event_exception import (
     card_title,
     conversation_of,
     exception_type,
+    WAIT_ADOPT,
+    WAIT_AIR_QUOTE,
+    WAIT_DEAL,
+    WAIT_LOST_REASON,
+    mentions_for_role,
     pick_app_targets,
     pick_mentions,
     timeout_code,
@@ -25,6 +30,9 @@ from agent.policy.event_exception import (
 
 logger = logging.getLogger(__name__)
 
+# 采用、成交跟进、未成交原因都是在等销售。点名只找本单销售。
+_SALES_WAIT_KINDS = {WAIT_ADOPT, WAIT_DEAL, WAIT_LOST_REASON}
+
 SendGroupFn = Callable[..., bool]
 EnqueueFn = Callable[..., tuple[bool, str]]
 TimeoutLookupFn = Callable[..., dict[str, Any]]
@@ -149,19 +157,17 @@ def _handle_one(
     if workday_elapsed_hours(started, now) < hours:
         return False
     watchers = [dict(x) for x in (row.get("watchers") or []) if isinstance(x, dict)]
-    sales = next((dict(w) for w in watchers if str(w.get("roleCode") or "").lower() in {"sales", ""}), None)
-    if sales is None:
-        sales = {
-            "wecomId": str(row.get("sales_wecom_id") or row.get("salesWecomId") or "").strip(),
-            "name": str(row.get("sales_name") or row.get("salesName") or "销售").strip() or "销售",
-            "roleCode": "sales",
-            "notifyEventException": 0,
-        }
+    sales = _ticket_sales(row, watchers)
     people = pick_mentions(wait_kind=kind, sales=sales, members=watchers, business_line=line)
+    # 空运群往往只绑了群号，成员列表是空的，群里就找不到航线岗，话术会落成「相关人员」。
+    # 只补航线超时。销售超时不能改去 @ 航线，只 @ 本单销售。
+    if kind == WAIT_AIR_QUOTE and not people:
+        people = _airline_staff_mentions(book)
     names = [str(p.get("name") or "").strip() for p in people if str(p.get("name") or "").strip()]
     chat_id = str(row.get("collab_chat_id") or row.get("collabChatId") or "").strip()
     where = conversation_of(wait_kind=kind, collab_chat_id=chat_id)
-    mention = where == "group"
+    # 群里用 @。销售超时即使发到私聊，也写成 @销售姓名，不写「您」或「相关人员」。
+    mention = where == "group" or kind in _SALES_WAIT_KINDS
     text = copy.event_exception_session_text(
         exception_type=exception_type(kind),
         work_order_no=no,
@@ -208,6 +214,59 @@ def _handle_one(
     return True
 
 
+def _ticket_sales(row: dict[str, Any], watchers: list[dict[str, Any]]) -> dict[str, Any]:
+    """
+    这张工单的销售。销售超时只 @ 这个人。
+
+    先按工单上的销售企微对上关注人，对不上再用岗位是销售的那条。
+    姓名用工单上的销售名，避免点成「销售」两个字或点到航线。
+    """
+    sid = str(row.get("sales_wecom_id") or row.get("salesWecomId") or "").strip()
+    sname = str(row.get("sales_name") or row.get("salesName") or "").strip()
+    matched: dict[str, Any] | None = None
+    for raw in watchers:
+        uid = str(raw.get("wecomId") or raw.get("wecom_id") or "").strip()
+        role = str(raw.get("roleCode") or raw.get("role_code") or "").strip().lower()
+        if sid and uid == sid:
+            matched = dict(raw)
+            break
+        if matched is None and role == "sales":
+            matched = dict(raw)
+    if matched is None:
+        matched = {
+            "wecomId": sid,
+            "roleCode": "sales",
+            "notifyEventException": 0,
+        }
+    name = str(matched.get("name") or "").strip()
+    if sname and (not name or name in {sid, "销售"}):
+        matched["name"] = sname
+    elif not name:
+        matched["name"] = sname or "销售"
+    if sid and not str(matched.get("wecomId") or "").strip():
+        matched["wecomId"] = sid
+    matched.setdefault("roleCode", "sales")
+    return matched
+
+
+def _airline_staff_mentions(book: Any) -> list[dict[str, Any]]:
+    """
+    主账按岗位列出启用的航线同事。
+
+    只在群成员里没有航线岗时调用。主账失败或没有这个接口时返回空，话术仍用「相关人员」。
+    不写工单。可与巡检线程并发，每次只读这一单的员工名单。
+    """
+    lister = getattr(book, "list_staff_by_role", None)
+    if not callable(lister):
+        return []
+    try:
+        rows = list(lister(role_code="air") or [])
+    except Exception:
+        logger.exception("事件异常列航线岗失败")
+        return []
+    return mentions_for_role(rows, role_code="air")
+
+
 def _send_app_cards(
     *,
     people: list[dict[str, Any]],

inquiry-agent/agent/policy/deal_followup.py

@@ -46,6 +46,7 @@ _HOLIDAYS = frozenset(
         date(2026, 9, 25),
         date(2026, 9, 26),
         date(2026, 9, 27),
+        # 国庆只休到 10 月 7 日。10 月 8 日周四正常上班，不能算假期。
         date(2026, 10, 1),
         date(2026, 10, 2),
         date(2026, 10, 3),
@@ -53,7 +54,6 @@ _HOLIDAYS = frozenset(
         date(2026, 10, 5),
         date(2026, 10, 6),
         date(2026, 10, 7),
-        date(2026, 10, 8),
         # 2027 元旦预留
         date(2027, 1, 1),
         date(2027, 1, 2),
@@ -68,6 +68,8 @@ _MAKEUP_WORKDAYS = frozenset(
         date(2026, 2, 14),
         date(2026, 2, 28),
         date(2026, 5, 9),
+        # 国庆调休：9 月 20 日周日、10 月 10 日周六上班。
+        date(2026, 9, 20),
         date(2026, 10, 10),
     }
 )

inquiry-agent/agent/policy/event_exception.py

@@ -164,7 +164,7 @@ def pick_mentions(
     """
     本单这次应回而未回、需要被点名的人。
 
-    航线只盯群里航线岗；海运/陆运产品盯对应产品岗；销售三类只盯本单销售。
+    航线只盯群里航线岗；海运/陆运产品盯对应产品岗；销售三类只盯本单销售，不点航线。
     不要询价机器人、不要群里其他人。
     """
     kind = (wait_kind or "").strip()
@@ -206,6 +206,48 @@ def pick_mentions(
     return out
 
 
+def mentions_for_role(
+    rows: list[dict[str, Any]] | None,
+    *,
+    role_code: str,
+) -> list[dict[str, Any]]:
+    """
+    从员工行里取出启用、有企微、有姓名的指定岗位。
+
+    空运群激活只记群号，协同成员经常是空的。超时巡检在群成员里找不到航线岗时，
+    用本函数点名员工管理里的航线·空运，和进群摘要 @ 的是同一批人。
+    不发消息、不写主账。
+    """
+    want = (role_code or "").strip().lower()
+    if not want:
+        return []
+    out: list[dict[str, Any]] = []
+    seen: set[str] = set()
+    for raw in rows or []:
+        if not isinstance(raw, dict):
+            continue
+        role = str(raw.get("roleCode") or raw.get("role_code") or "").strip().lower()
+        if role != want:
+            continue
+        status = str(raw.get("status") or "active").strip().lower()
+        if status in {"disabled", "0", "停用", "inactive"}:
+            continue
+        uid = str(raw.get("wecomId") or raw.get("wecom_id") or "").strip()
+        name = str(raw.get("name") or "").strip()
+        if not uid or not name or uid in seen:
+            continue
+        seen.add(uid)
+        out.append(
+            {
+                "wecomId": uid,
+                "name": name,
+                "roleCode": want,
+                "notifyEventException": raw.get("notifyEventException", 0),
+            }
+        )
+    return out
+
+
 def pick_app_targets(people: list[dict[str, Any]] | None) -> list[dict[str, Any]]:
     """勾了「接收事件异常消息提醒」且绑了企微的人。"""
     out: list[dict[str, Any]] = []

inquiry-agent/tests/test_deal_followup.py

@@ -11,6 +11,7 @@ from zoneinfo import ZoneInfo
 from agent.policy.deal_followup import (
     SHANGHAI,
     air_route_keys,
+    is_workday,
     leader_matches,
     next_followup_at,
     shift_workdays,
@@ -20,33 +21,42 @@ from agent.policy.deal_followup import (
 
 class TestWorkdays(unittest.TestCase):
     def test_skip_weekend(self) -> None:
-        # 2026-09-18 周五，顺延 3 个工作日 → 21、22、23，第四个工作日 24
-        self.assertEqual(shift_workdays(date(2026, 9, 18), 3), date(2026, 9, 23))
-        self.assertEqual(shift_workdays(date(2026, 9, 18), 4), date(2026, 9, 24))
+        # 普通周末仍跳过。2026-11-13 周五 → 16、17、18 三个工作日，第四个是 19 日。
+        self.assertEqual(shift_workdays(date(2026, 11, 13), 3), date(2026, 11, 18))
+        self.assertEqual(shift_workdays(date(2026, 11, 13), 4), date(2026, 11, 19))
+
+    def test_sept20_makeup_pulls_followup_forward(self) -> None:
+        # 2026-09-18 周五。9 月 20 日周日调休上班，第四个工作日是 23 日，不是 24 日。
+        self.assertEqual(shift_workdays(date(2026, 9, 18), 4), date(2026, 9, 23))
 
     def test_skip_national_day(self) -> None:
-        # 2026-09-30 周三，国庆休 → 第四个工作日落到节后
+        # 2026-09-30 周三。10 月 1–7 日放假，8 日上班，10 日周六调休。
+        # 节后第 1 个工作日 8 日，第 4 个是 12 日周一。
         fourth = shift_workdays(date(2026, 9, 30), 4)
-        self.assertGreaterEqual(fourth, date(2026, 10, 9))
-        self.assertNotEqual(fourth.weekday(), 5)
-        self.assertNotEqual(fourth.weekday(), 6)
+        self.assertEqual(fourth, date(2026, 10, 12))
+
+    def test_oct8_works_and_sept20_is_makeup(self) -> None:
+        # 国办发明电〔2025〕7号：10 月 8 日正常上班，9 月 20 日周日调休上班。
+        self.assertTrue(is_workday(date(2026, 10, 8)))
+        self.assertTrue(is_workday(date(2026, 9, 20)))
+        self.assertFalse(is_workday(date(2026, 10, 7)))
 
     def test_next_followup_is_9am(self) -> None:
         when = next_followup_at(datetime(2026, 9, 18, 15, 30, tzinfo=SHANGHAI))
         self.assertEqual(when.hour, 9)
         self.assertEqual(when.minute, 0)
         self.assertEqual(when.tzinfo, SHANGHAI)
-        self.assertEqual(when.date(), date(2026, 9, 24))
+        self.assertEqual(when.date(), date(2026, 9, 23))
 
     def test_skip_weekend_keep_weekday_night(self) -> None:
-        start = datetime(2026, 9, 18, 17, 0, tzinfo=SHANGHAI)  # 周五
-        now = datetime(2026, 9, 21, 17, 0, tzinfo=SHANGHAI)  # 周一
+        start = datetime(2026, 11, 13, 17, 0, tzinfo=SHANGHAI)  # 周五
+        now = datetime(2026, 11, 16, 17, 0, tzinfo=SHANGHAI)  # 周一
         # 周五 17–24 = 7h，周末不算，周一 0–17 = 17h
         self.assertAlmostEqual(workday_elapsed_hours(start, now), 24.0, places=4)
 
     def test_rest_day_start_counts_from_next_workday(self) -> None:
-        start = datetime(2026, 9, 19, 10, 0, tzinfo=SHANGHAI)  # 周六
-        now = datetime(2026, 9, 21, 10, 0, tzinfo=SHANGHAI)  # 周一
+        start = datetime(2026, 11, 14, 10, 0, tzinfo=SHANGHAI)  # 周六
+        now = datetime(2026, 11, 16, 10, 0, tzinfo=SHANGHAI)  # 周一
         self.assertAlmostEqual(workday_elapsed_hours(start, now), 10.0, places=4)
 
     def test_fractional_quarter_hour(self) -> None:

inquiry-agent/tests/test_event_exception.py

@@ -20,6 +20,7 @@ from agent.policy.event_exception import (
     WAIT_PRODUCT_QUOTE,
     conversation_of,
     format_timeout_hours,
+    mentions_for_role,
     pick_app_targets,
     pick_mentions,
     timeout_code,
@@ -270,6 +271,163 @@ class TestPoll(unittest.TestCase):
         )
         self.assertEqual(n2, 0)
 
+    def test_air_group_names_airline_when_members_missing(self) -> None:
+        """空运群没记下成员时，超时要 @ 航线姓名，不能写成相关人员。"""
+        import importlib.util
+        from datetime import datetime, timedelta
+
+        from agent.ledger.memory_ledger import MemoryLedger
+        from agent.policy.deal_followup import SHANGHAI
+
+        path = os.path.join(ROOT, "agent", "jobs", "event_exception_poll.py")
+        spec = importlib.util.spec_from_file_location("ee_poll_air", path)
+        self.assertIsNotNone(spec)
+        self.assertIsNotNone(spec.loader)
+        mod = importlib.util.module_from_spec(spec)
+        spec.loader.exec_module(mod)
+
+        book = MemoryLedger()
+        book.set_sea_staff(
+            [
+                {
+                    "wecomId": "sales1",
+                    "name": "罗小华",
+                    "roleCode": "sales",
+                    "status": "active",
+                },
+                {
+                    "wecomId": "air1",
+                    "name": "吴季林",
+                    "roleCode": "air",
+                    "status": "active",
+                },
+            ]
+        )
+        created = book.create_ticket(sender_id="sales1", business_line="AIR", facts={"起运港": "南京"})
+        wo = created["work_order_no"]
+        book.start_event_wait(work_order_no=wo, wait_kind="air_quote")
+        ticket = book.get_ticket(work_order_no=wo)
+        ticket.collab_chat_id = "wr-air"
+        ticket.collab_member_ids = []
+        ticket.event_wait_started_at = (datetime.now(SHANGHAI) - timedelta(hours=3)).strftime(
+            "%Y-%m-%d %H:%M:%S"
+        )
+        book._timeouts["air_route"] = 0.25
+        groups: list[dict] = []
+
+        def send_group(*, chat_id: str, content: str, business_line: str = "") -> bool:
+            groups.append({"chat_id": chat_id, "content": content, "line": business_line})
+            return True
+
+        n = mod.poll_event_exceptions(
+            ledger=book,
+            now=datetime.now(SHANGHAI),
+            send_group=send_group,
+            notify_ready=False,
+        )
+        self.assertEqual(n, 1)
+        self.assertEqual(len(groups), 1)
+        self.assertEqual(
+            groups[0]["content"],
+            f"航线响应超时\n关联询价工单 {wo}。@吴季林已超过 0.25 工作小时 无响应，事件异常已记录工单，请及时处理。",
+        )
+        self.assertNotIn("相关人员", groups[0]["content"])
+
+    def test_sales_timeout_mentions_sales_not_airline(self) -> None:
+        """销售超时只 @ 本单销售。私聊也带 @，不点航线，不写相关人员。"""
+        import importlib.util
+        from datetime import datetime, timedelta
+
+        from agent.ledger.memory_ledger import MemoryLedger
+        from agent.policy.deal_followup import SHANGHAI
+
+        path = os.path.join(ROOT, "agent", "jobs", "event_exception_poll.py")
+        spec = importlib.util.spec_from_file_location("ee_poll_sales", path)
+        self.assertIsNotNone(spec)
+        self.assertIsNotNone(spec.loader)
+        mod = importlib.util.module_from_spec(spec)
+        spec.loader.exec_module(mod)
+
+        book = MemoryLedger()
+        book.set_sea_staff(
+            [
+                {"wecomId": "sales1", "name": "罗小华", "roleCode": "sales", "status": "active"},
+                {"wecomId": "air1", "name": "吴季林", "roleCode": "air", "status": "active"},
+            ]
+        )
+        created = book.create_ticket(sender_id="sales1", business_line="AIR", facts={})
+        wo = created["work_order_no"]
+        book.start_event_wait(work_order_no=wo, wait_kind="adopt")
+        ticket = book.get_ticket(work_order_no=wo)
+        ticket.event_wait_started_at = (datetime.now(SHANGHAI) - timedelta(hours=3)).strftime(
+            "%Y-%m-%d %H:%M:%S"
+        )
+        book._timeouts["air_sales"] = 0.25
+        private: list[dict] = []
+
+        def enqueue(**kwargs):
+            private.append(kwargs)
+            return True, ""
+
+        def send_group(**kwargs) -> bool:
+            raise AssertionError("销售采用超时不应发到群")
+
+        n = mod.poll_event_exceptions(
+            ledger=book,
+            now=datetime.now(SHANGHAI),
+            enqueue=enqueue,
+            send_group=send_group,
+            notify_ready=False,
+        )
+        self.assertEqual(n, 1)
+        self.assertEqual(len(private), 1)
+        self.assertEqual(
+            private[0]["content"],
+            f"销售响应超时\n关联询价工单 {wo}。@罗小华已超过 0.25 工作小时 无响应，事件异常已记录工单，请及时处理。",
+        )
+        self.assertNotIn("吴季林", private[0]["content"])
+        self.assertNotIn("相关人员", private[0]["content"])
+
+        created_deal = book.create_ticket(sender_id="sales1", business_line="AIR", facts={"目的港": "胡志明"})
+        deal_no = created_deal["work_order_no"]
+        book.start_event_wait(work_order_no=deal_no, wait_kind="deal")
+        deal = book.get_ticket(work_order_no=deal_no)
+        deal.collab_chat_id = "wr-air"
+        deal.event_wait_started_at = ticket.event_wait_started_at
+        groups: list[dict] = []
+
+        def send_deal_group(*, chat_id: str, content: str, business_line: str = "") -> bool:
+            groups.append({"chat_id": chat_id, "content": content})
+            return True
+
+        n_deal = mod.poll_event_exceptions(
+            ledger=book,
+            now=datetime.now(SHANGHAI),
+            enqueue=enqueue,
+            send_group=send_deal_group,
+            notify_ready=False,
+        )
+        self.assertEqual(n_deal, 1)
+        self.assertEqual(
+            groups[0]["content"],
+            f"销售响应超时\n关联询价工单 {deal_no}。@罗小华已超过 0.25 工作小时 无响应，事件异常已记录工单，请及时处理。",
+        )
+        self.assertNotIn("吴季林", groups[0]["content"])
+
+
+class TestMentionsForRole(unittest.TestCase):
+    def test_keeps_active_named_role_only(self) -> None:
+        rows = mentions_for_role(
+            [
+                {"wecomId": "a1", "name": "吴季林", "roleCode": "air", "status": "active"},
+                {"wecomId": "s1", "name": "罗小华", "roleCode": "sales", "status": "active"},
+                {"wecomId": "a2", "name": "停用航线", "roleCode": "air", "status": "disabled"},
+                {"wecomId": "a3", "name": "", "roleCode": "air", "status": "active"},
+            ],
+            role_code="air",
+        )
+        self.assertEqual([row["name"] for row in rows], ["吴季林"])
+
 
 if __name__ == "__main__":
     unittest.main()