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>

inquiry-agent/agent/handlers/air_group_collab.py

@@ -158,6 +158,14 @@ def handle_air_group(
     if is_handoff_ticket(ticket):
         logger.info("air_group 转人工不再跟 chat=%s", chat_id)
         return "handoff_ignore"
+    from agent.policy.system_exception import reply_paused_ticket, ticket_is_paused
+
+    if ticket_is_paused(ticket):
+        reply_paused_ticket(
+            ticket=ticket,
+            reply=lambda text: send_group_text(group_client_of(engine), chat_id, text),
+        )
+        return "system_exception_paused"
     return _handle_bound(
         engine,
         message,

inquiry-agent/agent/handlers/group_collab.py

@@ -100,6 +100,15 @@ def handle_group_inbound(
         logger.info("group_inbound 忽略非成员 sender=%s chat=%s", message.sender_id, chat_id)
         return "group_ignore"
 
+    from agent.policy.system_exception import reply_paused_ticket, ticket_is_paused
+
+    if ticket_is_paused(ticket):
+        reply_paused_ticket(
+            ticket=ticket,
+            reply=lambda text: send_group_text(group_client_of(engine), chat_id, text),
+        )
+        return "system_exception_paused"
+
     sess = _session_of_ticket(engine, ticket)
     if is_handoff_ticket(ticket, sess):
         logger.info(

inquiry-agent/agent/handlers/text_inquiry.py

@@ -36,6 +36,44 @@ def _front_bookmark(sess) -> bool:
     return phase in {"clarify", "need_mode", "need_land_options", "wait_confirm"}
 
 
+def _drop_other_mode_drafts(*, owner: str, sender_id: str) -> None:
+    """
+    本句已点名空运/海运/陆运：丢掉其它方式未出号的补问/选项草稿。
+
+    测服复现：旧陆运「选项未齐」书签还在，海运补「贸易条款 / 运输分类」会被陆运抢走，
+    回「参数提取不全」并发送填写样例图。已出号会话留在工单号索引，不当当前草稿。
+    """
+    kind = (owner or "").upper()
+    sid = (sender_id or "").strip()
+    if not sid or kind not in {"SEA", "AIR", "LAND"}:
+        return
+    land = get_land_text_flow()
+    air = get_air_text_flow()
+    sea = get_sea_text_flow()
+    others = []
+    if kind != "LAND":
+        others.append(land)
+    if kind != "AIR":
+        others.append(air)
+    if kind != "SEA":
+        others.append(sea)
+    for flow in others:
+        sess = flow.session_of(sid)
+        phase = (getattr(sess, "phase", None) or "").strip() if sess else ""
+        if _front_bookmark(sess) or phase == "need_mode":
+            flow.drop_current_bookmark(sid)
+            logger.info(
+                "text_inquiry 丢掉其它方式草稿 owner=%s dropped_phase=%s sender=%s",
+                kind,
+                phase or "-",
+                sid,
+            )
+    if kind != "LAND":
+        clearer = getattr(land, "_clear_parked_confirm", None)
+        if callable(clearer):
+            clearer(sid)
+
+
 def should_resume_other_as_inquiry(message: InboundMessage) -> bool:
     """
     A 把补问短答标成闲聊时，仍续填当前询价。
@@ -63,7 +101,9 @@ def _pick_text_flow(*, sender_id: str, text: str, injected_mode: str = "", prefe
     """
     按当前书签或本句运输方式选空运/海运/陆运流程。
 
-    陆运核对卡上的确定优先于旧海运书签，避免「确定」被海运/空运吃掉。
+    陆运核对卡上的「确定」优先于旧海运书签，避免「确定」被海运/空运吃掉。
+    本句点名海运/空运/陆运时盖掉其它方式的旧补问草稿。
+    核对卡优先于选项补问；海运/空运补问优先于旧陆运选项草稿，避免补贸易条款发陆运样例图。
     正在补问时，补问书签优先于已报价调价，避免第 3 次反问出不了转人工卡。
     A 已判成调价且当前不是补问：交给当前已报价工单，避免旧海运书签抢走。
     图片识图在 Worker 写下的补问书签，HTTP 必须从 Redis 读到，否则「托盘」会变成再问运输方式。
@@ -82,11 +122,24 @@ def _pick_text_flow(*, sender_id: str, text: str, injected_mode: str = "", prefe
             return land
     sea = get_sea_text_flow()
     air = get_air_text_flow()
+    spoken = (injected_mode or detect_transport_mode(text) or "").upper()
+    # 本句点名运输方式：盖掉其它方式的旧补问，避免海运补字段走陆运样例图。
+    if spoken in {"SEA", "AIR", "LAND"}:
+        _drop_other_mode_drafts(owner=spoken, sender_id=sender_id)
+        if spoken == "SEA":
+            return sea
+        if spoken == "LAND":
+            return land
+        return air
     sea_sess = sea.session_of(sender_id)
     land_sess = land.session_of(sender_id)
     air_sess = air.session_of(sender_id)
-    # 补问/核对手稿优先于「已报价调价」，避免第 3 次反问被调价路由冲掉、出不了转人工卡。
+    # 核对卡仍优先：销售正在改体积/点确定，不能被另一方式的补问草稿抢走。
     for sess, flow in ((land_sess, land), (air_sess, air), (sea_sess, sea)):
+        if sess is not None and (sess.phase or "").strip() == "wait_confirm" and not is_handoff_frozen(sess):
+            return flow
+    # 补问书签：海运/空运优先于旧陆运选项草稿。陆运「确定」已在上面拦过。
+    for sess, flow in ((sea_sess, sea), (air_sess, air), (land_sess, land)):
         if _front_bookmark(sess):
             return flow
     if prefer_quoted:
@@ -97,11 +150,6 @@ def _pick_text_flow(*, sender_id: str, text: str, injected_mode: str = "", prefe
         return sea
     if land_sess and not is_handoff_frozen(land_sess) and (land_sess.business_line or "").upper() == "LAND":
         return land
-    mode = (injected_mode or detect_transport_mode(text) or "").upper()
-    if mode == "SEA":
-        return sea
-    if mode == "LAND":
-        return land
     return air
 
 
@@ -208,6 +256,28 @@ def handle_text_inquiry(
         logger.info("text_inquiry 出站 ok=%s info=%s phase_reply=%s", ok, info, body[:80])
         return info if ok else ""
 
+    from agent.policy.system_exception import (
+        extract_work_order_nos,
+        reply_paused_ticket,
+        ticket_is_paused,
+    )
+
+    ledger = getattr(engine, "_ledger", None)
+    for no in extract_work_order_nos(message.content or ""):
+        ticket = None
+        if ledger is not None:
+            getter = getattr(ledger, "get_ticket", None)
+            if callable(getter):
+                ticket = getter(work_order_no=no)
+            if ticket is None:
+                getter = getattr(ledger, "get_for_agent", None)
+                if callable(getter):
+                    ticket = getter(work_order_no=no, sender_id=message.sender_id)
+        if ticket_is_paused(ticket):
+            reply_paused_ticket(ticket=ticket, reply=reply)
+            logger.info("text_inquiry 暂停工单只回兜底 wo=%s sender=%s", no, message.sender_id)
+            return "system_exception_paused"
+
     if prefer_handoff:
         phase = engine.offer_handoff(
             sender_id=message.sender_id,

inquiry-agent/agent/jobs/wake_consumer.py

@@ -73,8 +73,19 @@ def claim_and_apply_wake(
             kind=str(data.get("kind") or ""),
             detail=dict(data.get("detail") or {}),
         )
-        graph.wake_from_worker(wake)
-        logger.info("wake 已处理 id=%s thread=%s kind=%s", entry_id, wake.thread_id, wake.kind)
+        if wake.kind == "system_exception_retry":
+            from agent.policy.system_exception import run_admin_retry
+
+            result = run_admin_retry(wake.inquiry_no)
+            logger.info(
+                "系统异常重试 id=%s wo=%s ok=%s",
+                entry_id,
+                wake.inquiry_no,
+                result.get("ok"),
+            )
+        else:
+            graph.wake_from_worker(wake)
+            logger.info("wake 已处理 id=%s thread=%s kind=%s", entry_id, wake.thread_id, wake.kind)
     except Exception:  # noqa: BLE001
         logger.exception("wake 处理失败 id=%s", entry_id)
     finally:

inquiry-agent/agent/ledger/http_ledger.py

@@ -433,3 +433,47 @@ class HttpLedger:
             body,
             idem=f"manual-quote:{work_order_no}:{sig}",
         )
+
+    def mark_system_exception(
+        self,
+        *,
+        work_order_no: str,
+        system_exception: str,
+        system_exception_reason: str,
+        step: str = "",
+        payload: dict[str, Any] | None = None,
+    ) -> dict[str, Any]:
+        """写入工单系统异常两列。已关闭由主账拒绝。"""
+        out = self._post(
+            "/inquiry/agent/ticket/markSystemException",
+            {
+                "workOrderNo": work_order_no,
+                "systemException": system_exception,
+                "systemExceptionReason": system_exception_reason,
+                "step": step,
+                "payload": dict(payload or {}),
+            },
+        )
+        if out.get("ok") is False:
+            return out
+        out.setdefault("ok", True)
+        return out
+
+    def clear_system_exception(self, *, work_order_no: str) -> dict[str, Any]:
+        """重试成功后清两列。"""
+        out = self._post(
+            "/inquiry/agent/ticket/clearSystemException",
+            {"workOrderNo": work_order_no},
+        )
+        if out.get("ok") is False:
+            return out
+        out.setdefault("ok", True)
+        return out
+
+    def list_exception_notify_users(self) -> list[dict[str, Any]]:
+        """角色勾了系统异常消息通知、且账号已绑企微。"""
+        out = self._post("/inquiry/agent/account/listExceptionNotify", {})
+        rows = out.get("staff") or out.get("result") or []
+        if isinstance(rows, list):
+            return [dict(x) for x in rows if isinstance(x, dict)]
+        return []

inquiry-agent/agent/ledger/memory_ledger.py

@@ -44,6 +44,10 @@ class MemoryTicket:
     lost_reason: str = ""
     next_followup_at: str = ""
     deal_notify_summary: str = ""
+    system_exception: str = ""
+    system_exception_reason: str = ""
+    system_exception_step: str = ""
+    system_exception_payload: dict[str, Any] = field(default_factory=dict)
 
 
 class MemoryLedger:
@@ -72,6 +76,7 @@ class MemoryLedger:
         self._land_staff: list[dict[str, Any]] = []
         self._staff_by_wecom: dict[str, dict[str, Any]] = {}
         self._staff_by_name: dict[str, dict[str, Any]] = {}
+        self._exception_notify_users: list[dict[str, Any]] = []
 
     def _next_no(self) -> str:
         self._seq += 1
@@ -373,8 +378,69 @@ class MemoryLedger:
             "lostReason": ticket.lost_reason,
             "deal_notify_summary": ticket.deal_notify_summary,
             "next_followup_at": ticket.next_followup_at,
+            "system_exception": ticket.system_exception,
+            "systemException": ticket.system_exception,
+            "system_exception_reason": ticket.system_exception_reason,
+            "systemExceptionReason": ticket.system_exception_reason,
+            "system_exception_step": ticket.system_exception_step,
+            "system_exception_payload": dict(ticket.system_exception_payload),
         }
 
+    def upsert_exception_notify_user(self, row: dict[str, Any]) -> None:
+        """单测注入「系统异常消息通知」接收人（后台账号已绑企微）。"""
+        data = dict(row)
+        uid = str(data.get("wecomId") or data.get("wecom_id") or "").strip()
+        if not uid:
+            return
+        data["wecomId"] = uid
+        with self._lock:
+            self._exception_notify_users = [
+                x for x in self._exception_notify_users
+                if str(x.get("wecomId") or "") != uid
+            ]
+            self._exception_notify_users.append(data)
+
+    def list_exception_notify_users(self) -> list[dict[str, Any]]:
+        """角色勾了系统异常消息通知、且账号已绑企微的人。"""
+        with self._lock:
+            return [dict(x) for x in self._exception_notify_users]
+
+    def mark_system_exception(
+        self,
+        *,
+        work_order_no: str,
+        system_exception: str,
+        system_exception_reason: str,
+        step: str = "",
+        payload: dict[str, Any] | None = None,
+    ) -> dict[str, Any]:
+        """写入工单两列与重试上下文；已关闭拒绝。不改六态。"""
+        no = (work_order_no or "").strip()
+        with self._lock:
+            ticket = self._tickets.get(no)
+            if ticket is None:
+                return {"ok": False, "error": "not_found"}
+            if ticket.status == "已关闭":
+                return {"ok": False, "error": "closed"}
+            ticket.system_exception = (system_exception or "").strip()
+            ticket.system_exception_reason = (system_exception_reason or "").strip()
+            ticket.system_exception_step = (step or "").strip()
+            ticket.system_exception_payload = dict(payload or {})
+            return {"ok": True, "status": ticket.status}
+
+    def clear_system_exception(self, *, work_order_no: str) -> dict[str, Any]:
+        """重试成功后清两列。"""
+        no = (work_order_no or "").strip()
+        with self._lock:
+            ticket = self._tickets.get(no)
+            if ticket is None:
+                return {"ok": False, "error": "not_found"}
+            ticket.system_exception = ""
+            ticket.system_exception_reason = ""
+            ticket.system_exception_step = ""
+            ticket.system_exception_payload = {}
+            return {"ok": True}
+
     def upsert_staff(self, row: dict[str, Any]) -> None:
         """单测注入任意岗位（含会话存档账号「询价机器人」）。"""
         data = dict(row)

inquiry-agent/agent/llm/extract_text.py

@@ -22,13 +22,13 @@ _MODE_WORDS = (
 # 仅「键：值」一行一条，键必须是合同字段或展示名
 _LABEL_LINE = re.compile(
     r"^(起运地|起运港|目的地|目的港|品名|件数|毛重|体积|重量|重量\(KG\)|体积\(CBM\)|"
-    r"包装方式|包装类型|货量|货物数量|整柜或拼柜|箱型箱量|报价日期|车型/数量|车型数量|"
+    r"包装方式|包装类型|货量|货物数量|整柜或拼柜|箱型箱量|报价日期|运输分类|车型/数量|车型数量|"
     r"贸易条款|货好时间|商品海关编码|海关编码|HS编码|HS|是否含油|是否含电|是否含磁|"
     r"客户名称|货值|是否为危险品|通关口岸（非必填）|通关口岸)\s*[:：]\s*(.+)$"
 )
 _LABEL_INLINE = re.compile(
     r"(起运地|起运港|目的地|目的港|品名|件数|毛重|体积|重量|重量\(KG\)|体积\(CBM\)|"
-    r"包装方式|包装类型|货量|货物数量|整柜或拼柜|箱型箱量|报价日期|车型/数量|车型数量|"
+    r"包装方式|包装类型|货量|货物数量|整柜或拼柜|箱型箱量|报价日期|运输分类|车型/数量|车型数量|"
     r"贸易条款|货好时间|商品海关编码|海关编码|HS编码|HS|是否含油|是否含电|是否含磁|"
     r"客户名称|货值|是否为危险品|通关口岸（非必填）|通关口岸)\s*[:：]\s*(\S+)"
 )
@@ -145,6 +145,19 @@ def extract_inquiry_snapshot(
         b_payload = invoke_extract_fields(
             text, allow_network=allow_b, chat_fn=chat_fn
         )
+    if isinstance(b_payload, dict) and not b_payload.get("ok"):
+        err = str(b_payload.get("error") or "").strip()
+        if err not in {"b_network_disabled", "extract_fields_shell_not_implemented"} and (
+            allow_b or chat_fn is not None
+        ):
+            return {
+                "business_line": mode,
+                "land_subtype": "",
+                "facts": {},
+                "source": "llm_tech_fail",
+                "tech_fail": True,
+                "tech_error": err or "LLM_FAIL",
+            }
     if b_payload and b_payload.get("ok"):
         merged = dict(b_payload.get("facts") or {})
         merged.update(facts)
@@ -246,7 +259,7 @@ def extract_collab_fields(
     """
     群里协同字段：标签（冒号可省）+ 口语含油/含电/含磁/危险品、货好时间。
 
-    allowed_keys 传入则只返回本单该有的项。不传则海运六项 ∪ 陆运协同键，给意图分类。
+    allowed_keys 传入则只返回本单该有的项。不传则海运协同五项 ∪ 贸易条款（陆运跨境仍要）∪ 陆运协同键，给意图分类。
     闲聊、只说「纸箱」不进这里。商品海关编码 / HS 折成 HS编码。
     """
     from agent.schema.field_validate import (

inquiry-agent/agent/policy/air_group_ops.py

@@ -586,6 +586,14 @@ def apply_air_lock(
     if not is_airline(flow, sender_id):
         send_group_text(group_client_of(flow), chat_id, copy.air_airline_only_cabin())
         return "not_airline"
+    from agent.policy.system_exception import reply_paused_ticket, ticket_is_paused
+
+    if ticket_is_paused(ticket):
+        reply_paused_ticket(
+            ticket=ticket,
+            reply=lambda text: send_group_text(group_client_of(flow), chat_id, text),
+        )
+        return "system_exception_paused"
     no = ticket_no(ticket)
     name = operator_name(flow, sender_id)
     quote = ticket_view(ticket).get("quote") or {}
@@ -612,24 +620,43 @@ def apply_air_lock(
             copy.air_lock_fail(work_order_no=no, operator=name, reason="主账未开放锁舱"),
         )
         return "lock_unavailable"
-    out = locker(
-        work_order_no=no,
-        option_no=picked,
-        sender_id=sender_id,
-        operator_name=name,
-        instruction_text=instruction,
-    ) or {}
-    if not out.get("ok"):
-        send_group_text(
-            group_client_of(flow),
-            chat_id,
-            copy.air_lock_fail(
-                work_order_no=no,
-                operator=name,
-                reason=str(out.get("failReason") or out.get("error") or "锁舱失败"),
-            ),
+    from agent.policy.system_exception import (
+        STEP_TMS_CABIN,
+        TYPE_TMS,
+        SystemExceptionEvent,
+        call_with_retries,
+        confirm_system_exception,
+    )
+
+    out = call_with_retries(
+        lambda: locker(
+            work_order_no=no,
+            option_no=picked,
+            sender_id=sender_id,
+            operator_name=name,
+            instruction_text=instruction,
         )
-        return "lock_fail"
+        or {},
+        is_ok=lambda x: bool((x or {}).get("ok")),
+    )
+    if not out.get("ok"):
+        confirm_system_exception(
+            event=SystemExceptionEvent(
+                exception_type=TYPE_TMS,
+                step=STEP_TMS_CABIN,
+                reason="空运锁舱接口调用失败",
+                service="空运锁舱",
+                error_code=str(out.get("failReason") or out.get("error") or "LOCK_FAIL"),
+                work_order_no=no,
+                ticket_status=ticket_status(ticket),
+                conversation_kind="group",
+                conversation_target=chat_id,
+                extra={"option_no": picked, "instruction": instruction, "sender_id": sender_id},
+            ),
+            ledger=flow.ledger,
+            reply=lambda text: send_group_text(group_client_of(flow), chat_id, text),
+        )
+        return "system_exception"
     exec_no = str(out.get("lockId") or out.get("tmsRequestId") or "").strip()
     quote_no = str(out.get("quoteId") or quote_id).strip()
     flow.ledger.patch_collab_facts(
@@ -671,6 +698,14 @@ def apply_air_release(
     if not is_airline(flow, sender_id):
         send_group_text(group_client_of(flow), chat_id, copy.air_airline_only_cabin())
         return "not_airline"
+    from agent.policy.system_exception import reply_paused_ticket, ticket_is_paused
+
+    if ticket_is_paused(ticket):
+        reply_paused_ticket(
+            ticket=ticket,
+            reply=lambda text: send_group_text(group_client_of(flow), chat_id, text),
+        )
+        return "system_exception_paused"
     no = ticket_no(ticket)
     if ticket_status(ticket) == "已成交":
         send_group_text(group_client_of(flow), chat_id, copy.air_release_deal_blocked(no))
@@ -689,24 +724,43 @@ def apply_air_release(
             copy.air_release_fail(work_order_no=no, operator=name, reason="主账未开放释放"),
         )
         return "release_unavailable"
-    out = releaser(
-        work_order_no=no,
-        lock_id=lock_id,
-        sender_id=sender_id,
-        operator_name=name,
-        instruction_text=instruction,
-    ) or {}
-    if not out.get("ok"):
-        send_group_text(
-            group_client_of(flow),
-            chat_id,
-            copy.air_release_fail(
-                work_order_no=no,
-                operator=name,
-                reason=str(out.get("failReason") or out.get("error") or "释放失败"),
-            ),
+    from agent.policy.system_exception import (
+        STEP_TMS_CABIN,
+        TYPE_TMS,
+        SystemExceptionEvent,
+        call_with_retries,
+        confirm_system_exception,
+    )
+
+    out = call_with_retries(
+        lambda: releaser(
+            work_order_no=no,
+            lock_id=lock_id,
+            sender_id=sender_id,
+            operator_name=name,
+            instruction_text=instruction,
         )
-        return "release_fail"
+        or {},
+        is_ok=lambda x: bool((x or {}).get("ok")),
+    )
+    if not out.get("ok"):
+        confirm_system_exception(
+            event=SystemExceptionEvent(
+                exception_type=TYPE_TMS,
+                step=STEP_TMS_CABIN,
+                reason="空运释放舱位接口调用失败",
+                service="空运舱位",
+                error_code=str(out.get("failReason") or out.get("error") or "RELEASE_FAIL"),
+                work_order_no=no,
+                ticket_status=ticket_status(ticket),
+                conversation_kind="group",
+                conversation_target=chat_id,
+                extra={"lock_id": lock_id, "instruction": instruction, "sender_id": sender_id},
+            ),
+            ledger=flow.ledger,
+            reply=lambda text: send_group_text(group_client_of(flow), chat_id, text),
+        )
+        return "system_exception"
     exec_no = str(out.get("releaseId") or out.get("tmsRequestId") or lock_id).strip()
     send_group_text(
         group_client_of(flow),

inquiry-agent/agent/policy/air_text_flow.py

@@ -395,6 +395,31 @@ class AirTextInquiryFlow:
         self._save(new_sess)
         return new_sess.phase or "clarify"
 
+    def _detach_ticketed_for_new_inquiry(self, sess: Optional[FlowSession]) -> Optional[FlowSession]:
+        """
+        已经出过正式工单号：这一句按新一轮收字段，不带上一单。
+
+        测服 WO202609200012 出号后，下一句海运把旧贸易条款写进 WO202609200013。
+        点按钮、未成交原因、调价已在前面处理。虚拟号还在补问，要接着填。
+        """
+        if sess is None:
+            return None
+        from agent.policy.handoff_human import is_virtual_no
+
+        no = (sess.work_order_no or "").strip()
+        phase = (sess.phase or "").strip()
+        if not no or is_virtual_no(no):
+            return sess
+        if phase in {"clarify", "need_mode", "handoff_offer", "wait_lost_reason"}:
+            return sess
+        logger.info(
+            "%s.new_over_old phase=%s wo=%s",
+            self.bookmark_kind,
+            phase or "-",
+            no,
+        )
+        return None
+
     def drop_current_bookmark(self, sender_id: str) -> Optional[FlowSession]:
         """
         发图新开：丢掉当前书签，已出号会话仍留在 _by_ticket。
@@ -691,6 +716,7 @@ class AirTextInquiryFlow:
             adjusted = try_private_adjust(self, sess, text, reply)
             if adjusted:
                 return adjusted
+        sess = self._detach_ticketed_for_new_inquiry(sess)
 
         snap = extract_inquiry_snapshot(
             text,
@@ -700,6 +726,17 @@ class AirTextInquiryFlow:
             allow_b=allow_b,
             chat_fn=chat_fn,
         )
+        from agent.policy.system_exception import handle_extract_tech_fail
+
+        llm_phase = handle_extract_tech_fail(
+            snap=snap,
+            ledger=self._ledger,
+            reply=reply,
+            sender_id=sender_id,
+            sess=sess,
+        )
+        if llm_phase:
+            return llm_phase
         mode = (snap.get("business_line") or "").upper()
         facts = dict(snap.get("facts") or {})
         if sess and sess.phase in {"clarify", "need_mode"}:
@@ -734,6 +771,8 @@ class AirTextInquiryFlow:
             if mode == "LAND":
                 from agent.policy.land_text_flow import get_land_text_flow
 
+                # 本句已是陆运：丢掉空运补问草稿。
+                self.drop_current_bookmark(sender_id)
                 return get_land_text_flow().on_text(
                     sender_id=sender_id,
                     text=text,
@@ -749,6 +788,7 @@ class AirTextInquiryFlow:
                 # 海运交给海运 Owner，空运不再回「本轮先开通空运」
                 from agent.policy.sea_text_flow import get_sea_text_flow
 
+                self.drop_current_bookmark(sender_id)
                 return get_sea_text_flow().on_text(
                     sender_id=sender_id,
                     text=text,
@@ -840,7 +880,12 @@ class AirTextInquiryFlow:
         # 询价确认必须先到销售手机，再打 TMS。否则查得快时暂无报价卡会抢先发出。
         self._wait_inquiry_sent(str(out_id), work_order_no=no)
 
-        tms = self._ledger.query_tms(work_order_no=no, facts=facts)
+        from agent.policy.system_exception import (
+            confirm_tms_quote_if_tech,
+            query_tms_resilient,
+        )
+
+        tms = query_tms_resilient(self._ledger, work_order_no=no, facts=facts)
         sess = FlowSession(
             sender_id=sender_id,
             thread_id=sender_id,
@@ -854,6 +899,16 @@ class AirTextInquiryFlow:
         )
         if not tms.get("ok"):
             # 没拿到 TMS 回包（超时/熔断/主账未出站）不能冒充「暂无报价」
+            if confirm_tms_quote_if_tech(
+                ledger=self._ledger,
+                reply=reply,
+                work_order_no=no,
+                tms=tms,
+                sender_id=sender_id,
+                ticket_status="询价中",
+            ):
+                self.drop_current_bookmark(sender_id)
+                return "system_exception"
             if tms.get("classification") == "TMS_QUERY_INCOMPLETE":
                 logger.warning("tms.query 未出站 wo=%s class=%s", no, tms.get("classification"))
             reply("TMS 查询失败，请稍后重试。工单已创建：" + no)

inquiry-agent/agent/policy/inquiry_copy.py

@@ -25,6 +25,7 @@ from agent.schema.field_validate import (
 )
 from agent.schema.land_options import option_prompt as _land_option_prompt
 from agent.schema.quote_adjust import total_price_label
+from agent.schema.sea_options import sea_class_prompt
 
 # 空运补问：与合同 8 项一致。报价日期默认当天，不进待补充。
 _AIR_EXAMPLES = {
@@ -41,7 +42,7 @@ _AIR_CLARIFY = tuple(
     (key, label, _AIR_EXAMPLES[key]) for key, label in AIR_REQUIRED_FIELDS
 )
 
-# 海运补问：与合同 7 项一致。报价日期默认当天，不进待补充。
+# 海运补问：与合同 10 项一致。报价日期默认当天，不进待补充。
 _SEA_EXAMPLES = {
     "起运港": "上海",
     "目的港": "洛杉矶",
@@ -49,6 +50,8 @@ _SEA_EXAMPLES = {
     "货量": "20吨",
     "整柜或拼柜": "整柜",
     "箱型箱量": "1x40HQ",
+    "贸易条款": "FOB",
+    "运输分类": "Port to Port",
     "报价日期": "2026-09-15",
 }
 _SEA_CLARIFY = tuple(
@@ -404,7 +407,10 @@ def ask_clarify(
     for key, label, example in rows:
         if key in missing_set:
             any_missing = True
-            lines.append(f"{label}：(如：{example}）")
+            if sea and key == "运输分类":
+                lines.append(sea_class_prompt())
+            else:
+                lines.append(f"{label}：(如：{example}）")
     if not any_missing:
         return ""
     return "\n".join(lines)
@@ -485,6 +491,8 @@ def inquiry_field_lines(
         qty = (facts.get("货量") or facts.get("货物数量") or "-").strip() or "-"
         load = (facts.get("整柜或拼柜") or "-").strip() or "-"
         box = (facts.get("箱型箱量") or "-").strip() or "-"
+        trade = (facts.get("贸易条款") or "-").strip() or "-"
+        klass = (facts.get("运输分类") or "-").strip() or "-"
         return [
             f"工单号：{work_order_no}",
             f"运输方式：{transport_mode}",
@@ -494,6 +502,8 @@ def inquiry_field_lines(
             f"货物数量：{qty}",
             f"整柜或拼柜：{load}",
             f"箱型箱量：{box}",
+            f"贸易条款：{trade}",
+            f"运输分类：{klass}",
             f"报价日期：{quote_date}",
         ]
     if (transport_mode or "").strip() == "陆运":
@@ -766,6 +776,59 @@ def quote_fee_lines(quote: dict[str, Any] | None) -> list[tuple[str, str]]:
     return lines
 
 
+_SEA_FEE_BUCKETS = (
+    ("polCostItems", "始发港费用", "始发港费用小计"),
+    ("oceanCostItems", "海运费", "海运费小计"),
+    ("podCostItems", "目的港费用", "目的港费用小计"),
+)
+
+
+def _parse_fee_bucket(quote: dict[str, Any], key: str) -> list[dict[str, Any]]:
+    """读 polCostItems / fee_rows_polCostItems，字符串 JSON 也认。"""
+    raw = quote.get(key) or quote.get("fee_rows_" + key)
+    if isinstance(raw, str) and raw.strip():
+        try:
+            raw = json.loads(raw)
+        except json.JSONDecodeError:
+            return []
+    if not isinstance(raw, list):
+        return []
+    return [row for row in raw if isinstance(row, dict)]
+
+
+def sea_bucket_fee_lines(quote: dict[str, Any] | None) -> list[str]:
+    """
+    海运三段正文。有任一段桶才用；否则返回空列表，调用方回退扁平 fee_lines。
+
+    费目按该条币种金额原样；小计用 fee_total_* + 表头结算币种。本地不折算。
+    """
+    src = dict(quote or {})
+    header_ccy = str(src.get("currency") or src.get("currencyCode") or "").strip()
+    sections: list[str] = []
+    any_bucket = False
+    for key, title, subtotal_label in _SEA_FEE_BUCKETS:
+        rows = _parse_fee_bucket(src, key)
+        subtotal = str(src.get("fee_total_" + key) or "").strip()
+        if not rows and not subtotal:
+            continue
+        any_bucket = True
+        sections.append(title)
+        for row in rows:
+            name = str(row.get("name") or row.get("label") or row.get("feeName") or "").strip()
+            amount = str(row.get("amount") or row.get("value") or "").strip()
+            line_ccy = str(row.get("currency") or row.get("currencyCode") or header_ccy).strip()
+            if name and amount and amount != "-":
+                sections.append(f"{name}：{money_text(amount, line_ccy)}")
+        if subtotal and subtotal != "-":
+            sections.append(f"{subtotal_label}：{money_text(subtotal, header_ccy)}")
+        sections.append("")
+    if not any_bucket:
+        return []
+    while sections and sections[-1] == "":
+        sections.pop()
+    return sections
+
+
 def quote_area_fee_text(
     quote: dict[str, Any] | None,
     business_line: str = "",
@@ -779,7 +842,11 @@ def quote_area_fee_text(
     src = dict(quote or {})
     header_ccy = str(src.get("currency") or src.get("currencyCode") or "").strip()
     total = money_text(str(src.get("total") or "-").strip() or "-", header_ccy)
-    fee_lines = [f"{name}：{amount}" for name, amount in quote_fee_lines(src)]
+    bucket_lines = sea_bucket_fee_lines(src)
+    if bucket_lines:
+        fee_lines = list(bucket_lines)
+    else:
+        fee_lines = [f"{name}：{amount}" for name, amount in quote_fee_lines(src)]
     fee_lines.append(f"{_total_label(src, business_line, transport_mode)}：{total}")
     return "\n".join(fee_lines)
 
@@ -910,7 +977,14 @@ def quote_detail_lines(
     src = dict(quote or {})
     header_ccy = str(src.get("currency") or src.get("currencyCode") or "").strip()
     total = money_text(str(src.get("total") or "-").strip() or "-", header_ccy)
-    lines = [f"{name}：{amount}" for name, amount in quote_fee_lines(src)]
+    bucket_lines = sea_bucket_fee_lines(src) if (business_line or "").upper() == "SEA" or (
+        transport_mode or ""
+    ).strip() == "海运" else []
+    if bucket_lines:
+        lines = list(bucket_lines)
+    else:
+        lines = [f"{name}：{amount}" for name, amount in quote_fee_lines(src)]
+    lines.append(f"{_total_label(src, business_line, transport_mode)}：{total}")
     lines.append(f"{_total_label(src, business_line, transport_mode)}：{total}")
     lines.append(f"时效：{tms_eta_display(src)}")
     lines.append(f"报价有效期：{tms_valid_until_display(src)}")
@@ -2017,12 +2091,12 @@ def group_fields_not_recognized(
     keys: tuple[str, ...] | None = None,
     business_line: str = "",
 ) -> str:
-    """没认出协同字段。陆运列出本单可补项；海运保持原六项口。"""
+    """没认出协同字段。陆运列出本单可补项；海运列出协同五项（不含贸易条款）。"""
     if keys:
         line = (business_line or "").strip().upper() or "SEA"
         names = [collab_display_name(k, line) for k in keys]
         return "听到了。请直接说" + "、".join(names) + "。"
-    return "听到了。请直接说贸易条款、货好时间、商品海关编码、是否含油/含电/含磁。"
+    return "听到了。请直接说货好时间、商品海关编码、是否含油/含电/含磁。"
 
 
 def group_deal_stale(*, work_order_no: str) -> str:
@@ -2399,3 +2473,142 @@ def air_release_deal_blocked(work_order_no: str) -> str:
 def air_release_need_lock(work_order_no: str) -> str:
     no = (work_order_no or "").strip()
     return f"工单{no}还没有有效锁舱，不能释放。"
+
+
+# —— 系统异常（UC024）：销售/群兜底与恢复；告警卡只给有权限的人 ——
+TYPE_LLM = "大模型异常"
+TYPE_TMS = "TMS异常"
+TYPE_GROUP = "建群异常"
+
+STEP_LLM_NO_TICKET = "llm_no_ticket"
+STEP_LLM = "llm"
+STEP_TMS_QUOTE = "tms_quote"
+STEP_TMS_CABIN = "tms_cabin"
+STEP_GROUP = "group"
+
+SYS_EXC_LLM_FALLBACK = "大模型服务异常，IT排查中..."
+SYS_EXC_TMS_FALLBACK = "TMS接口异常，IT运维排查中..."
+SYS_EXC_RECOVERY_TMS = "TMS已恢复正常使用，感谢您的耐心等待。"
+SYS_EXC_RECOVERY_LLM = "大模型已恢复正常使用，感谢您的耐心等待。"
+SYS_EXC_RECOVERY_CABIN = "空运舱位接口已恢复正常使用，感谢您的耐心等待。"
+SYS_EXC_RECOVERY_GROUP = "建群已恢复正常，感谢您的耐心等待。"
+
+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_GROUP = "当前建群/加人暂停，已建群不新建第二个群"
+
+
+def system_exception_fallback(exception_type: str, *, names: list[str] | None = None) -> str:
+    """判定系统异常后，给卡住的会话的兜底话术。"""
+    kind = (exception_type or "").strip()
+    if kind == TYPE_LLM:
+        return SYS_EXC_LLM_FALLBACK
+    if kind == TYPE_GROUP:
+        people = [str(x).strip() for x in (names or []) if str(x).strip()]
+        if not people:
+            return "无法添加同事，请联系管理员检查企业微信配置。"
+        joined = "、".join(people)
+        return f"无法添加 {joined} 同事，请联系管理员检查企业微信配置。"
+    return SYS_EXC_TMS_FALLBACK
+
+
+def system_exception_recovery(step: str) -> str:
+    """后台点重试成功后，先发这一句，再补没做完的事。"""
+    key = (step or "").strip()
+    if key == STEP_LLM or key == STEP_LLM_NO_TICKET:
+        return SYS_EXC_RECOVERY_LLM
+    if key == STEP_TMS_CABIN:
+        return SYS_EXC_RECOVERY_CABIN
+    if key == STEP_GROUP:
+        return SYS_EXC_RECOVERY_GROUP
+    return SYS_EXC_RECOVERY_TMS
+
+
+def system_exception_impact(step: str) -> str:
+    """告警卡「影响范围」，按卡住的步骤。"""
+    key = (step or "").strip()
+    if key == STEP_LLM_NO_TICKET:
+        return IMPACT_LLM_NO_TICKET
+    if key == STEP_LLM:
+        return IMPACT_LLM
+    if key == STEP_TMS_CABIN:
+        return IMPACT_TMS_CABIN
+    if key == STEP_GROUP:
+        return IMPACT_GROUP
+    return IMPACT_TMS_QUOTE
+
+
+def system_exception_alert_payload(
+    *,
+    work_order_no: str,
+    exception_type: str,
+    service: str,
+    error_code: str,
+    step: str,
+    occurred_at: str,
+    test_prefix: bool = False,
+) -> dict[str, Any]:
+    """
+    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。
+    """
+    no = (work_order_no or "").strip() or "无"
+    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 "-"},
+        {"keyname": "错误码", "value": (error_code or "").strip() or "-"},
+        {"keyname": "影响范围", "value": system_exception_impact(step)},
+        {"keyname": "发生时间", "value": (occurred_at or "").strip() or "-"},
+    ]
+    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": "询价机器人系统告警", "desc_color": 0},
+            "main_title": {
+                "title": title,
+                "desc": f"关联工单 {no}",
+            },
+            "horizontal_content_list": rows,
+            "card_action": {"type": 1, "url": action_url},
+        },
+    }
+
+
+def system_exception_alert_text(
+    *,
+    work_order_no: str,
+    exception_type: str,
+    service: str,
+    error_code: str,
+    step: str,
+    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）。"""
+    no = (work_order_no or "").strip() or "无"
+    head = "系统异常通知"
+    if test_prefix:
+        head = "[test] " + head
+    lines = [
+        "询价机器人系统告警",
+        head,
+        f"关联工单 {no}",
+        f"异常类型：{(exception_type or '').strip() or '-'}",
+        f"接口/服务：{(service or '').strip() or '-'}",
+        f"错误码：{(error_code or '').strip() or '-'}",
+        f"影响范围：{system_exception_impact(step)}",
+        f"发生时间：{(occurred_at or '').strip() or '-'}",
+    ]
+    return "\n".join(lines)

inquiry-agent/agent/policy/land_text_flow.py

@@ -123,6 +123,17 @@ class LandTextInquiryFlow(SeaTextInquiryFlow):
             allow_b=allow_b,
             chat_fn=chat_fn,
         )
+        from agent.policy.system_exception import handle_extract_tech_fail
+
+        llm_phase = handle_extract_tech_fail(
+            snap=snap,
+            ledger=self._ledger,
+            reply=reply,
+            sender_id=sender_id,
+            sess=sess,
+        )
+        if llm_phase:
+            return llm_phase
         mode = (snap.get("business_line") or "").upper()
         snap_facts = dict(snap.get("facts") or {})
         facts = dict(snap_facts)
@@ -169,6 +180,8 @@ class LandTextInquiryFlow(SeaTextInquiryFlow):
             if mode == "SEA":
                 from agent.policy.sea_text_flow import get_sea_text_flow
 
+                # 抽成海运后丢掉陆运选项草稿，下一句补字段不能再发陆运样例图。
+                self.drop_current_bookmark(sender_id)
                 return get_sea_text_flow().on_text(
                     sender_id=sender_id,
                     text=text,
@@ -182,6 +195,7 @@ class LandTextInquiryFlow(SeaTextInquiryFlow):
                 )
             from agent.policy.air_text_flow import get_air_text_flow
 
+            self.drop_current_bookmark(sender_id)
             return get_air_text_flow().on_text(
                 sender_id=sender_id,
                 text=text,
@@ -305,7 +319,11 @@ class LandTextInquiryFlow(SeaTextInquiryFlow):
         ) or ""
         self._wait_inquiry_sent(str(out_id), work_order_no=no)
 
-        tms = self._ledger.query_tms(work_order_no=no, facts=facts, business_line="LAND")
+        from agent.policy.system_exception import query_tms_resilient
+
+        tms = query_tms_resilient(
+            self._ledger, work_order_no=no, facts=facts, business_line="LAND"
+        )
         sess = FlowSession(
             sender_id=sender_id,
             thread_id=sender_id,
@@ -332,7 +350,11 @@ class LandTextInquiryFlow(SeaTextInquiryFlow):
             reply(copy.LAND_CONFIRM_EXPIRED)
             return "land_confirm_expired"
         reply(copy.LAND_TMS_RETRYING.format(wo=no))
-        tms = self._ledger.query_tms(work_order_no=no, facts=facts, business_line="LAND")
+        from agent.policy.system_exception import query_tms_resilient
+
+        tms = query_tms_resilient(
+            self._ledger, work_order_no=no, facts=facts, business_line="LAND"
+        )
         return self._apply_land_tms(sess=sess, tms=tms, reply=reply, retrying=True)
 
     def _apply_land_tms(
@@ -347,6 +369,18 @@ class LandTextInquiryFlow(SeaTextInquiryFlow):
         _ = retrying
         no = (sess.work_order_no or "").strip()
         if not tms.get("ok"):
+            from agent.policy.system_exception import confirm_tms_quote_if_tech
+
+            if confirm_tms_quote_if_tech(
+                ledger=self._ledger,
+                reply=reply,
+                work_order_no=no,
+                tms=tms,
+                sender_id=sess.sender_id,
+                ticket_status="询价中",
+            ):
+                self.drop_current_bookmark(sess.sender_id)
+                return "system_exception"
             reply("TMS 查询失败，请稍后重试。工单已创建：" + no)
             sess.phase = "tms_tech"
             self._save(sess)

inquiry-agent/agent/policy/sea_group_ops.py

@@ -2,7 +2,7 @@
 海运协同群业务：填表进群、补字段重发、产品报价、附件、解散、成交跟进。
 
 本文件职责：群里副作用（主账+企微群）。私聊按钮仍走 sea_text_flow.on_button。
-禁止：改询价七项；终态默默忽略；把销售附件当报价。
+禁止：改询价十项；终态默默忽略；把销售附件当报价。
 """
 
 from __future__ import annotations

inquiry-agent/agent/policy/sea_text_flow.py

@@ -11,6 +11,7 @@ from __future__ import annotations
 
 import logging
 import threading
+import time
 from typing import Any, Optional
 
 from agent.ledger.http_ledger import HttpLedger
@@ -41,6 +42,8 @@ class SeaTextInquiryFlow(AirTextInquiryFlow):
     """
 
     bookmark_kind = "sea"
+    # 价格明细文字发出后稍等再发卡，避免企微先画出卡片。
+    _detail_before_card_gap_sec = 0.8
 
     def __init__(self, ledger: Any = None, group_client: Any = None) -> None:
         super().__init__(ledger=ledger)
@@ -99,6 +102,8 @@ class SeaTextInquiryFlow(AirTextInquiryFlow):
             adjusted = try_private_adjust(self, sess, text, reply)
             if adjusted:
                 return adjusted
+        # 上一单已出号：新一轮从本句重收，禁止把旧贸易条款/分类带进下一张工单。
+        sess = self._detach_ticketed_for_new_inquiry(sess)
 
         snap = extract_inquiry_snapshot(
             text,
@@ -108,6 +113,17 @@ class SeaTextInquiryFlow(AirTextInquiryFlow):
             allow_b=allow_b,
             chat_fn=chat_fn,
         )
+        from agent.policy.system_exception import handle_extract_tech_fail
+
+        llm_phase = handle_extract_tech_fail(
+            snap=snap,
+            ledger=self._ledger,
+            reply=reply,
+            sender_id=sender_id,
+            sess=sess,
+        )
+        if llm_phase:
+            return llm_phase
         mode = (snap.get("business_line") or "").upper()
         facts = dict(snap.get("facts") or {})
         if sess and sess.phase in {"clarify", "need_mode"}:
@@ -139,6 +155,8 @@ class SeaTextInquiryFlow(AirTextInquiryFlow):
             if mode == "LAND":
                 from agent.policy.land_text_flow import get_land_text_flow
 
+                # 本句已是陆运：丢掉海运补问草稿，避免下一句又被海运吃掉。
+                self.drop_current_bookmark(sender_id)
                 return get_land_text_flow().on_text(
                     sender_id=sender_id,
                     text=text,
@@ -153,6 +171,7 @@ class SeaTextInquiryFlow(AirTextInquiryFlow):
             # 空运交给空运 Owner，避免海运流程半做空运
             from agent.policy.air_text_flow import get_air_text_flow
 
+            self.drop_current_bookmark(sender_id)
             return get_air_text_flow().on_text(
                 sender_id=sender_id,
                 text=text,
@@ -165,6 +184,11 @@ class SeaTextInquiryFlow(AirTextInquiryFlow):
                 inbound_raw=inbound_raw,
             )
 
+        from agent.schema.sea_options import drop_invented_door_trade_terms, harvest_sea_class
+
+        facts = harvest_sea_class(text, facts)
+        # 旧陆运/补问草稿可能把「门到门」塞进贸易条款；原话没写条款则丢掉。
+        facts = drop_invented_door_trade_terms(text, facts)
         check = validate_required_fields(facts=facts, business_line="SEA")
         facts = dict(check["facts"])
         tms_ready = assemble_sea_query(facts)
@@ -249,7 +273,15 @@ class SeaTextInquiryFlow(AirTextInquiryFlow):
         ) or ""
         self._wait_inquiry_sent(str(out_id), work_order_no=no)
 
-        tms = self._ledger.query_tms(work_order_no=no, facts=facts, business_line="SEA")
+        tms_facts = dict(assemble_sea_query(facts).get("tms_facts") or facts)
+        from agent.policy.system_exception import (
+            confirm_tms_quote_if_tech,
+            query_tms_resilient,
+        )
+
+        tms = query_tms_resilient(
+            self._ledger, work_order_no=no, facts=tms_facts, business_line="SEA"
+        )
         sess = FlowSession(
             sender_id=sender_id,
             thread_id=sender_id,
@@ -262,6 +294,16 @@ class SeaTextInquiryFlow(AirTextInquiryFlow):
             wait_version=1,
         )
         if not tms.get("ok"):
+            if confirm_tms_quote_if_tech(
+                ledger=self._ledger,
+                reply=reply,
+                work_order_no=no,
+                tms=tms,
+                sender_id=sender_id,
+                ticket_status="询价中",
+            ):
+                self.drop_current_bookmark(sender_id)
+                return "system_exception"
             if tms.get("classification") == "TMS_QUERY_INCOMPLETE":
                 logger.warning("tms.query 未出站 wo=%s class=%s", no, tms.get("classification"))
             reply("TMS 查询失败，请稍后重试。工单已创建：" + no)
@@ -365,16 +407,18 @@ class SeaTextInquiryFlow(AirTextInquiryFlow):
         business_line: str = "",
     ) -> None:
         """
-        先发完整价格明细文本，再发带按钮的卡。
+        先发完整价格明细文本，等它真正发出，再发带按钮的卡。
 
         企微只发卡时，引用条超长会被截断；文本不受限。
+        测服 WO202609200020：文字和卡同一拍入队，销售先看到卡，
+        「详见上一条明细」对不上。只等这一条出站，不锁其它工单。
         """
         line = (business_line or getattr(self, "business_line", "") or "SEA").upper()
         if line not in {"SEA", "LAND"}:
             line = "SEA"
         src = dict(quote or {})
         src["business_line"] = line
-        reply(
+        out_id = reply(
             copy.sea_quote_detail_text(
                 work_order_no=work_order_no,
                 quote=src,
@@ -383,7 +427,13 @@ class SeaTextInquiryFlow(AirTextInquiryFlow):
                 status=status,
                 business_line=line,
             )
+        ) or ""
+        self._wait_outbound_sent(
+            str(out_id), work_order_no=work_order_no, what="价格明细文本"
         )
+        gap = float(getattr(self, "_detail_before_card_gap_sec", 0.8) or 0)
+        if out_id and gap > 0:
+            time.sleep(gap)
         reply(
             copy.sea_tms_hit_card(
                 work_order_no=work_order_no,
@@ -527,9 +577,29 @@ class SeaTextInquiryFlow(AirTextInquiryFlow):
                 userids.append(uid)
 
         client = self.group_client()
-        created = client.create_group(name=no, userids=userids) or {}
+        from agent.policy.system_exception import call_with_retries, confirm_group_if_tech
+
+        created = call_with_retries(
+            lambda: client.create_group(name=no, userids=userids) or {},
+            is_ok=lambda x: bool((x or {}).get("ok") and (x or {}).get("chat_id")),
+        )
         if not created.get("ok") or not created.get("chat_id"):
-            reply(copy.sea_group_create_fail(reason=str(created.get("error") or "")))
+            getter = getattr(self._ledger, "get_ticket", None)
+            st = ""
+            if callable(getter):
+                tic = getter(work_order_no=no)
+                st = str(getattr(tic, "status", "") or (tic.get("status") if isinstance(tic, dict) else "") or "")
+            confirm_group_if_tech(
+                ledger=self._ledger,
+                reply=reply,
+                work_order_no=no,
+                sender_id=sess.sender_id,
+                missing_names=product_names,
+                reason=str(created.get("error") or "企微建群失败"),
+                error_code=str(created.get("error") or "GROUP_CREATE"),
+                ticket_status=st,
+                extra={"userids": userids, "product_names": product_names},
+            )
             return sess.phase or "wait_collab"
 
         chat_id = str(created.get("chat_id") or "").strip()
@@ -685,9 +755,32 @@ class SeaTextInquiryFlow(AirTextInquiryFlow):
             if uid not in userids:
                 userids.append(uid)
         client = self.group_client()
-        created = client.create_group(name=display_no, userids=userids) or {}
+        from agent.policy.system_exception import call_with_retries, confirm_group_if_tech
+
+        created = call_with_retries(
+            lambda: client.create_group(name=display_no, userids=userids) or {},
+            is_ok=lambda x: bool((x or {}).get("ok") and (x or {}).get("chat_id")),
+        )
         if not created.get("ok") or not created.get("chat_id"):
-            reply(copy.sea_group_create_fail(reason=str(created.get("error") or "")))
+            real = (sess.work_order_no or "").strip()
+            mark_no = real if real.upper().startswith("WO") else ""
+            st = ""
+            if mark_no:
+                getter = getattr(self._ledger, "get_ticket", None)
+                if callable(getter):
+                    tic = getter(work_order_no=mark_no)
+                    st = str(getattr(tic, "status", "") or (tic.get("status") if isinstance(tic, dict) else "") or "")
+            confirm_group_if_tech(
+                ledger=self._ledger,
+                reply=reply,
+                work_order_no=mark_no,
+                sender_id=sess.sender_id,
+                missing_names=product_names,
+                reason=str(created.get("error") or "企微建群失败"),
+                error_code=str(created.get("error") or "GROUP_CREATE"),
+                ticket_status=st,
+                extra={"userids": userids, "product_names": product_names, "display_no": display_no},
+            )
             return sess.phase or "handoff_offer"
         chat_id = str(created.get("chat_id") or "").strip()
         brief = copy.handoff_group_brief(

inquiry-agent/agent/policy/system_exception.py

@@ -0,0 +1,816 @@
+"""
+系统异常（UC024）：技术故障判定、默默重试、工单两列、会话兜底、运维告警、后台重试。
+
+本文件职责：只处理大模型 / TMS / 建群加人的超时、报错、空结果。
+禁止：把无报价、字段不齐、没配人当成系统异常；禁止为记异常去建空工单；
+禁止在回调线程等完整 LLM / 查 TMS。
+"""
+
+from __future__ import annotations
+
+import logging
+from dataclasses import dataclass, field
+from datetime import datetime
+from typing import Any, Callable, Optional
+from zoneinfo import ZoneInfo
+
+from agent.policy import inquiry_copy as copy
+
+logger = logging.getLogger(__name__)
+
+_SHANGHAI = ZoneInfo("Asia/Shanghai")
+
+TYPE_LLM = copy.TYPE_LLM
+TYPE_TMS = copy.TYPE_TMS
+TYPE_GROUP = copy.TYPE_GROUP
+STEP_LLM_NO_TICKET = copy.STEP_LLM_NO_TICKET
+STEP_LLM = copy.STEP_LLM
+STEP_TMS_QUOTE = copy.STEP_TMS_QUOTE
+STEP_TMS_CABIN = copy.STEP_TMS_CABIN
+STEP_GROUP = copy.STEP_GROUP
+
+MAX_AUTO_RETRIES = 3
+
+EnqueueFn = Callable[..., tuple[bool, str]]
+ReplyFn = Callable[[str], Any]
+OkFn = Callable[[Any], bool]
+
+
+@dataclass
+class SystemExceptionEvent:
+    """一次已确认的系统异常（自动重试 3 次仍失败之后）。"""
+
+    exception_type: str
+    step: str
+    reason: str
+    service: str
+    error_code: str
+    work_order_no: str = ""
+    ticket_status: str = ""
+    conversation_kind: str = "private"
+    conversation_target: str = ""
+    missing_names: list[str] = field(default_factory=list)
+    extra: dict[str, Any] = field(default_factory=dict)
+
+
+def is_tms_tech_failure(tms: dict[str, Any] | None) -> bool:
+    """
+    TMS 技术故障：接口失败/超时。
+
+    正常返回但没报价、字段不齐未出站，都不算。
+    """
+    row = tms or {}
+    if row.get("ok"):
+        return False
+    cls = str(row.get("classification") or "").strip()
+    if cls in {"TMS_NO_QUOTE_1002", "TMS_QUERY_INCOMPLETE"}:
+        return False
+    return True
+
+
+def should_mark_ticket(*, work_order_no: str, ticket_status: str) -> bool:
+    """有正式工单且不是已关闭，才写两列。"""
+    if not (work_order_no or "").strip():
+        return False
+    return (ticket_status or "").strip() != "已关闭"
+
+
+def ticket_exception_type(ticket: Any) -> str:
+    """从主账工单（对象或字典）读当前系统异常类型。"""
+    if ticket is None:
+        return ""
+    if isinstance(ticket, dict):
+        return str(
+            ticket.get("system_exception")
+            or ticket.get("systemException")
+            or ""
+        ).strip()
+    return str(getattr(ticket, "system_exception", "") or "").strip()
+
+
+def ticket_is_paused(ticket: Any) -> bool:
+    """工单两列有值即暂停这一票。"""
+    return bool(ticket_exception_type(ticket))
+
+
+def extract_work_order_nos(text: str) -> list[str]:
+    """从原话抽出正式工单号（WO + 日期流水）。不认虚拟号。"""
+    import re
+
+    found = re.findall(r"\bWO\d{8,}\b", text or "", flags=re.IGNORECASE)
+    out: list[str] = []
+    seen: set[str] = set()
+    for raw in found:
+        no = raw.upper()
+        if no in seen:
+            continue
+        seen.add(no)
+        out.append(no)
+    return out
+
+
+def call_with_retries(
+    fn: Callable[[], Any],
+    *,
+    is_ok: OkFn,
+    attempts: int = MAX_AUTO_RETRIES,
+) -> Any:
+    """
+    默默重试。中途成功立刻返回；会话里不说「正在重试」。
+
+    调用方在 Worker 槽使用，禁止放进企微回调线程。
+    """
+    last: Any = None
+    times = max(1, int(attempts))
+    for idx in range(times):
+        try:
+            last = fn()
+        except Exception as exc:  # noqa: BLE001
+            logger.warning("系统异常自动重试捕获异常 n=%s/%s err=%s", idx + 1, times, exc)
+            last = {"ok": False, "error": str(exc), "classification": "TECH_EXCEPTION"}
+            continue
+        if is_ok(last):
+            return last
+        logger.info("系统异常自动重试未成功 n=%s/%s", idx + 1, times)
+    return last
+
+
+def _now_text(now: datetime | None) -> str:
+    stamp = now or datetime.now(_SHANGHAI)
+    return stamp.strftime("%Y-%m-%d %H:%M:%S")
+
+
+def _test_prefix() -> bool:
+    try:
+        from agent.config import get_settings
+
+        return (get_settings().ytd_env or "").strip().lower() == "test"
+    except Exception:  # noqa: BLE001
+        return False
+
+
+def notify_app_ready() -> bool:
+    """询价消息服务已配才推告警。"""
+    from agent.policy.deal_outcome import notify_app_ready as deal_ready
+
+    return deal_ready()
+
+
+def _enqueue_default(
+    *,
+    touser: str,
+    content: str,
+    dedupe_key: str,
+    payload: dict[str, Any],
+) -> tuple[bool, str]:
+    from agent.channel.queue import get_message_store
+
+    return get_message_store().enqueue_outbound(
+        touser=touser,
+        content=content,
+        dedupe_key=dedupe_key,
+        payload=payload,
+    )
+
+
+def _list_notify_users(ledger: Any) -> list[dict[str, Any]]:
+    lister = getattr(ledger, "list_exception_notify_users", None)
+    if not callable(lister):
+        return []
+    try:
+        rows = list(lister() or [])
+    except Exception:
+        logger.exception("列出系统异常通知人失败")
+        return []
+    out: list[dict[str, Any]] = []
+    seen: set[str] = set()
+    for row in rows:
+        if not isinstance(row, dict):
+            continue
+        uid = str(row.get("wecomId") or row.get("wecom_id") or "").strip()
+        if not uid or uid in seen:
+            continue
+        seen.add(uid)
+        out.append(row)
+    return out
+
+
+def confirm_system_exception(
+    *,
+    event: SystemExceptionEvent,
+    ledger: Any = None,
+    reply: Optional[ReplyFn] = None,
+    enqueue: Optional[EnqueueFn] = None,
+    notify_ready: Optional[bool] = None,
+    now: Optional[datetime] = None,
+) -> dict[str, Any]:
+    """
+    3 次仍失败后：回话、有单则写两列、推有权限的人。
+
+    无正式工单：不建单、不 mark。已关闭：不 mark。没有可推的人：照样回话。
+    """
+    no = (event.work_order_no or "").strip()
+    if reply is not None:
+        reply(copy.system_exception_fallback(event.exception_type, names=event.missing_names))
+
+    marked = False
+    if should_mark_ticket(work_order_no=no, ticket_status=event.ticket_status) and ledger is not None:
+        marker = getattr(ledger, "mark_system_exception", None)
+        if callable(marker):
+            payload = {
+                "step": event.step,
+                "conversation_kind": event.conversation_kind,
+                "conversation_target": event.conversation_target,
+                "missing_names": list(event.missing_names),
+                "service": event.service,
+                "error_code": event.error_code,
+                "extra": dict(event.extra or {}),
+            }
+            try:
+                result = marker(
+                    work_order_no=no,
+                    system_exception=event.exception_type,
+                    system_exception_reason=(event.reason or "").strip() or event.exception_type,
+                    step=event.step,
+                    payload=payload,
+                ) or {}
+                marked = bool(result.get("ok", True))
+            except Exception:
+                logger.exception("写入系统异常失败 wo=%s", no)
+                marked = False
+
+    ready = notify_app_ready() if notify_ready is None else bool(notify_ready)
+    notified = 0
+    users = _list_notify_users(ledger) if ledger is not None else []
+    if ready and users:
+        occurred = _now_text(now)
+        test_prefix = _test_prefix()
+        payload = copy.system_exception_alert_payload(
+            work_order_no=no,
+            exception_type=event.exception_type,
+            service=event.service,
+            error_code=event.error_code,
+            step=event.step,
+            occurred_at=occurred,
+            test_prefix=test_prefix,
+        )
+        text = copy.system_exception_alert_text(
+            work_order_no=no,
+            exception_type=event.exception_type,
+            service=event.service,
+            error_code=event.error_code,
+            step=event.step,
+            occurred_at=occurred,
+            test_prefix=test_prefix,
+        )
+        sender = enqueue or _enqueue_default
+        for row in users:
+            uid = str(row.get("wecomId") or row.get("wecom_id") or "").strip()
+            if not uid:
+                continue
+            try:
+                ok, info = sender(
+                    touser=uid,
+                    content=text,
+                    dedupe_key=f"sys-exc:{no or 'none'}:{event.step}:{uid}:{occurred}",
+                    payload=dict(payload),
+                )
+                if ok:
+                    notified += 1
+                else:
+                    logger.warning("系统异常告警入队失败 uid=%s info=%s", uid, info)
+            except Exception:
+                logger.exception("系统异常告警入队异常 uid=%s", uid)
+
+    return {
+        "ok": True,
+        "marked": marked,
+        "notified": notified,
+        "work_order_no": no,
+        "exception_type": event.exception_type,
+        "step": event.step,
+    }
+
+
+def clear_system_exception(*, ledger: Any, work_order_no: str) -> dict[str, Any]:
+    """重试成功后清两列。"""
+    no = (work_order_no or "").strip()
+    if not no:
+        return {"ok": False, "error": "blank"}
+    clearer = getattr(ledger, "clear_system_exception", None)
+    if not callable(clearer):
+        return {"ok": False, "error": "no_clear"}
+    return clearer(work_order_no=no) or {"ok": False}
+
+
+def reply_paused_ticket(*, ticket: Any, reply: ReplyFn) -> None:
+    """销售/群提到暂停工单号：只重复兜底，不重跑。"""
+    kind = ticket_exception_type(ticket) or TYPE_TMS
+    names: list[str] = []
+    if isinstance(ticket, dict):
+        payload = ticket.get("system_exception_payload") or ticket.get("systemExceptionPayload") or {}
+        if isinstance(payload, dict):
+            raw = payload.get("missing_names") or []
+            names = [str(x).strip() for x in raw if str(x).strip()]
+    else:
+        payload = getattr(ticket, "system_exception_payload", {}) or {}
+        if isinstance(payload, dict):
+            raw = payload.get("missing_names") or []
+            names = [str(x).strip() for x in raw if str(x).strip()]
+    reply(copy.system_exception_fallback(kind, names=names))
+
+
+def query_tms_resilient(ledger: Any, **kwargs: Any) -> dict[str, Any]:
+    """TMS 查价：最多 3 次，ok=true（含无价）即成功。"""
+    getter = getattr(ledger, "query_tms", None)
+    if not callable(getter):
+        return {"ok": False, "classification": "TMS_TECH_FAILURE", "has_price": False, "quote": {}}
+    out = call_with_retries(
+        lambda: getter(**kwargs),
+        is_ok=lambda x: bool((x or {}).get("ok")),
+    )
+    return out if isinstance(out, dict) else {"ok": False, "classification": "TMS_TECH_FAILURE"}
+
+
+def confirm_tms_quote_if_tech(
+    *,
+    ledger: Any,
+    reply: ReplyFn,
+    work_order_no: str,
+    tms: dict[str, Any],
+    sender_id: str,
+    ticket_status: str = "询价中",
+    facts: dict[str, Any] | None = None,
+) -> bool:
+    """技术失败则标 TMS异常并回话告警。返回是否已按系统异常处理。"""
+    if not is_tms_tech_failure(tms):
+        return False
+    err = str(tms.get("classification") or tms.get("error") or "TMS_TECH_FAILURE").strip()
+    confirm_system_exception(
+        event=SystemExceptionEvent(
+            exception_type=TYPE_TMS,
+            step=STEP_TMS_QUOTE,
+            reason="TMS /quote/v2 接口调用失败",
+            service="TMS报价",
+            error_code=err or "TMS_TECH_FAILURE",
+            work_order_no=work_order_no,
+            ticket_status=ticket_status,
+            conversation_kind="private",
+            conversation_target=sender_id,
+            extra={"facts": dict(facts or tms.get("facts") or {})},
+        ),
+        ledger=ledger,
+        reply=reply,
+    )
+    return True
+
+
+def confirm_group_if_tech(
+    *,
+    ledger: Any,
+    reply: ReplyFn,
+    work_order_no: str,
+    sender_id: str,
+    missing_names: list[str],
+    reason: str,
+    error_code: str,
+    ticket_status: str = "",
+    extra: dict[str, Any] | None = None,
+    chat_id: str = "",
+) -> None:
+    """建群或加人技术失败（已重试 3 次）后确认异常。"""
+    confirm_system_exception(
+        event=SystemExceptionEvent(
+            exception_type=TYPE_GROUP,
+            step=STEP_GROUP,
+            reason=(reason or "").strip() or "企微建群/加人失败",
+            service="企微建群" if not chat_id else "企微加人",
+            error_code=(error_code or "GROUP_FAIL").strip(),
+            work_order_no=work_order_no,
+            ticket_status=ticket_status or "已报价",
+            conversation_kind="private",
+            conversation_target=sender_id,
+            missing_names=list(missing_names),
+            extra=dict(extra or {}),
+        ),
+        ledger=ledger,
+        reply=reply,
+    )
+
+
+def confirm_llm_if_tech(
+    *,
+    ledger: Any,
+    reply: ReplyFn,
+    sender_id: str,
+    reason: str,
+    work_order_no: str = "",
+    ticket_status: str = "",
+    conversation_kind: str = "private",
+    conversation_target: str = "",
+    extra: dict[str, Any] | None = None,
+) -> dict[str, Any]:
+    """大模型超时/空/报错。无工单不建单。"""
+    no = (work_order_no or "").strip()
+    step = STEP_LLM if no else STEP_LLM_NO_TICKET
+    return confirm_system_exception(
+        event=SystemExceptionEvent(
+            exception_type=TYPE_LLM,
+            step=step,
+            reason=(reason or "").strip() or "模型返回空结果",
+            service="大模型识别",
+            error_code="EMPTY" if "空" in (reason or "") else "LLM_FAIL",
+            work_order_no=no,
+            ticket_status=ticket_status,
+            conversation_kind=conversation_kind,
+            conversation_target=conversation_target or sender_id,
+            extra=dict(extra or {}),
+        ),
+        ledger=ledger,
+        reply=reply,
+    )
+
+
+def handle_extract_tech_fail(
+    *,
+    snap: dict[str, Any],
+    ledger: Any,
+    reply: ReplyFn,
+    sender_id: str,
+    sess: Any = None,
+) -> str:
+    """抽字段模型超时/报错：标大模型异常并回话。返回阶段名，未失败返回空串。"""
+    if not isinstance(snap, dict) or not snap.get("tech_fail"):
+        return ""
+    wo = str(getattr(sess, "work_order_no", "") or "") if sess is not None else ""
+    st = str(getattr(sess, "status", "") or "") if sess is not None else ""
+    confirm_llm_if_tech(
+        ledger=ledger,
+        reply=reply,
+        sender_id=sender_id,
+        reason=str(snap.get("tech_error") or "模型返回空结果"),
+        work_order_no=wo,
+        ticket_status=st,
+    )
+    return "system_exception"
+
+
+def _send_to_conversation(*, kind: str, target: str, text: str, extra: dict[str, Any] | None = None) -> str:
+    """恢复/兜底发到卡住的会话：私聊走 outbox，群走 appchat。可带卡片 extra。"""
+    body = (text or "").strip()
+    dest = (target or "").strip()
+    if not body or not dest:
+        return ""
+    if (kind or "").strip() == "group":
+        try:
+            from agent.channel.outbox.sender import WeComAppClient
+            from agent.config import get_settings
+
+            s = get_settings()
+            client = WeComAppClient(
+                corp_id=s.wecom_corp_id,
+                secret=s.wecom_secret,
+                agent_id=int(s.wecom_agent_id or "0") or 0,
+            )
+            client.send_group(chat_id=dest, content=body)
+            return dest
+        except Exception:
+            logger.exception("系统异常群回话失败 chat=%s", dest)
+            return ""
+    try:
+        from agent.channel.queue import get_message_store
+
+        ok, info = get_message_store().enqueue_outbound(
+            touser=dest,
+            content=body,
+            dedupe_key=f"sys-exc-talk:{dest}:{hash(body) & 0xFFFF}",
+            payload=dict(extra or {}),
+        )
+        return str(info or "") if ok else ""
+    except Exception:
+        logger.exception("系统异常私聊回话失败 uid=%s", dest)
+        return ""
+
+
+def run_admin_retry(work_order_no: str, *, ledger: Any = None) -> dict[str, Any]:
+    """
+    后台点重试：只重跑失败步。成功先发恢复话术再继续；再失败再标再告警。
+
+    在 Worker HTTP 槽调用，禁止放进回调线程。
+    """
+    no = (work_order_no or "").strip()
+    book = ledger
+    if book is None:
+        from agent.policy.air_text_flow import build_ledger
+
+        book = build_ledger()
+    getter = getattr(book, "get_ticket", None)
+    ticket = getter(work_order_no=no) if callable(getter) else None
+    if ticket is None:
+        getter = getattr(book, "get_for_agent", None)
+        ticket = getter(work_order_no=no, sender_id="") if callable(getter) else None
+    if not ticket_is_paused(ticket):
+        return {"ok": False, "error": "not_paused"}
+    if isinstance(ticket, dict):
+        step = str(ticket.get("system_exception_step") or "").strip()
+        payload = ticket.get("system_exception_payload") or {}
+        status = str(ticket.get("status") or "")
+        facts = dict(ticket.get("facts") or {})
+        line = str(ticket.get("business_line") or ticket.get("businessLine") or "")
+    else:
+        step = str(getattr(ticket, "system_exception_step", "") or "").strip()
+        payload = dict(getattr(ticket, "system_exception_payload", {}) or {})
+        status = str(getattr(ticket, "status", "") or "")
+        facts = dict(getattr(ticket, "facts", {}) or {})
+        line = str(getattr(ticket, "business_line", "") or "")
+    if not isinstance(payload, dict):
+        payload = {}
+    kind = str(payload.get("conversation_kind") or "private")
+    target = str(payload.get("conversation_target") or "")
+    extra = dict(payload.get("extra") or {})
+    if extra.get("facts") and not facts:
+        facts = {str(k): str(v) for k, v in dict(extra.get("facts") or {}).items()}
+    line = (line or str(extra.get("business_line") or "")).upper()
+
+    def reply(text: str, extra_msg: dict[str, Any] | None = None) -> str:
+        return _send_to_conversation(kind=kind, target=target, text=text, extra=extra_msg)
+
+    if step == STEP_TMS_QUOTE or not step:
+        tms = query_tms_resilient(book, work_order_no=no, facts=facts, business_line=line)
+        if is_tms_tech_failure(tms):
+            confirm_tms_quote_if_tech(
+                ledger=book,
+                reply=reply,
+                work_order_no=no,
+                tms=tms,
+                sender_id=target,
+                ticket_status=status,
+                facts=facts,
+            )
+            return {"ok": False, "error": "still_fail", "step": STEP_TMS_QUOTE}
+        reply(copy.system_exception_recovery(STEP_TMS_QUOTE))
+        clear_system_exception(ledger=book, work_order_no=no)
+        sender = target if kind != "group" else str(extra.get("sender_id") or "")
+        _resume_tms_quote(
+            ledger=book,
+            work_order_no=no,
+            facts=facts,
+            line=line,
+            sender_id=sender,
+            tms=tms,
+            reply=reply,
+        )
+        return {"ok": True, "step": STEP_TMS_QUOTE}
+
+    if step == STEP_GROUP:
+        extra = dict(payload.get("extra") or extra)
+        userids = [str(x).strip() for x in (extra.get("userids") or []) if str(x).strip()]
+        chat_id = str(extra.get("chat_id") or payload.get("chat_id") or "").strip()
+        try:
+            from agent.channel.outbox.sender import WeComAppClient
+            from agent.config import get_settings
+
+            s = get_settings()
+            client = WeComAppClient(
+                corp_id=s.wecom_corp_id,
+                secret=s.wecom_secret,
+                agent_id=int(s.wecom_agent_id or "0") or 0,
+            )
+            if chat_id and userids:
+                result = call_with_retries(
+                    lambda: client.add_group_members(chat_id=chat_id, userids=userids) or {},
+                    is_ok=lambda x: bool((x or {}).get("ok")),
+                )
+            elif userids:
+                name = no or str(extra.get("display_no") or "询价协同")
+                result = call_with_retries(
+                    lambda: client.create_group(name=name, userids=userids) or {},
+                    is_ok=lambda x: bool((x or {}).get("ok") and (x or {}).get("chat_id")),
+                )
+            else:
+                result = {"ok": False, "error": "no_users"}
+        except Exception as exc:  # noqa: BLE001
+            result = {"ok": False, "error": str(exc)}
+        if not (result or {}).get("ok"):
+            confirm_group_if_tech(
+                ledger=book,
+                reply=reply,
+                work_order_no=no,
+                sender_id=target,
+                missing_names=[str(x) for x in (payload.get("missing_names") or extra.get("product_names") or [])],
+                reason=str((result or {}).get("error") or "企微建群/加人失败"),
+                error_code=str((result or {}).get("error") or "GROUP_FAIL"),
+                ticket_status=status,
+                extra=extra,
+                chat_id=chat_id,
+            )
+            return {"ok": False, "error": "still_fail", "step": STEP_GROUP}
+        new_chat = str((result or {}).get("chat_id") or chat_id).strip()
+        binder = getattr(book, "bind_collab_group", None)
+        if new_chat and callable(binder) and not chat_id:
+            binder(
+                work_order_no=no,
+                chat_id=new_chat,
+                member_ids=userids,
+                product_names=[str(x) for x in (extra.get("product_names") or [])],
+                product_ids=[str(x) for x in (extra.get("product_ids") or [])],
+            )
+        reply(copy.system_exception_recovery(STEP_GROUP))
+        clear_system_exception(ledger=book, work_order_no=no)
+        return {"ok": True, "step": STEP_GROUP}
+
+    if step in {STEP_LLM, STEP_LLM_NO_TICKET}:
+        reply(copy.system_exception_recovery(STEP_LLM))
+        if no:
+            clear_system_exception(ledger=book, work_order_no=no)
+        reply("请把刚才那句话再发一次。")
+        return {"ok": True, "step": step}
+
+    if step == STEP_TMS_CABIN:
+        return _resume_cabin_step(
+            ledger=book,
+            work_order_no=no,
+            extra=extra,
+            target=target,
+            status=status,
+            reply=reply,
+        )
+
+    return {"ok": False, "error": "unknown_step", "step": step}
+
+
+def _flow_for_line(line: str) -> Any:
+    """按业务线取私聊流程，用来重试后把报价卡/书签补回去。"""
+    key = (line or "").upper()
+    if key == "LAND":
+        from agent.policy.land_text_flow import get_land_text_flow
+
+        return get_land_text_flow()
+    if key == "AIR":
+        from agent.policy.air_text_flow import get_air_text_flow
+
+        return get_air_text_flow()
+    from agent.policy.sea_text_flow import get_sea_text_flow
+
+    return get_sea_text_flow()
+
+
+def _resume_tms_quote(
+    *,
+    ledger: Any,
+    work_order_no: str,
+    facts: dict[str, Any],
+    line: str,
+    sender_id: str,
+    tms: dict[str, Any],
+    reply: ReplyFn,
+) -> None:
+    """重试查价成功：写入报价并按原流程出卡，销售能继续拉群。"""
+    from agent.policy.air_text_flow import FlowSession
+
+    no = (work_order_no or "").strip()
+    biz = (line or "SEA").upper()
+    if biz not in {"SEA", "LAND", "AIR"}:
+        biz = "SEA"
+    flow = _flow_for_line(biz)
+    sender = (sender_id or "").strip()
+    if not tms.get("has_price"):
+        miss = getattr(flow, "_emit_tms_miss", None)
+        if callable(miss):
+            miss(reply, no)
+        else:
+            reply(f"工单{no}暂无 TMS 报价。")
+        if sender:
+            sess = FlowSession(
+                sender_id=sender,
+                thread_id=sender,
+                phase="tms_miss",
+                business_line=biz,
+                facts=dict(facts or {}),
+                work_order_no=no,
+                status="询价中",
+                allowed=(copy.BTN_PULL_COLLAB,) if biz != "AIR" else (),
+                wait_version=1,
+            )
+            flow._save(sess)
+        return
+    quote = dict(tms.get("quote") or {})
+    up = ledger.upsert_quote(work_order_no=no, quote=quote, to_status="已报价")
+    if not up.get("ok"):
+        reply("主账写入报价失败，不能当作已报价。")
+        return
+    allowed = (copy.BTN_SKIP_COLLAB,) if biz == "AIR" else (copy.BTN_PULL_COLLAB, copy.BTN_SKIP_COLLAB)
+    if sender:
+        sess = FlowSession(
+            sender_id=sender,
+            thread_id=sender,
+            phase="wait_collab",
+            business_line=biz,
+            facts=dict(facts or {}),
+            work_order_no=no,
+            quote=quote,
+            status="已报价",
+            allowed=allowed,
+            wait_version=1,
+        )
+        copy.remember_tms_quote(sess, quote)
+        flow._save(sess)
+    if biz == "AIR":
+        reply(
+            copy.tms_hit_card(work_order_no=no, quote=quote, status="已报价"),
+            copy.tms_hit_wecom_payload(work_order_no=no, quote=quote, status="已报价"),
+        )
+        return
+    emit = getattr(flow, "_emit_sea_hit", None)
+    if callable(emit):
+        emit(
+            reply,
+            work_order_no=no,
+            quote=quote,
+            status="已报价",
+            business_line=biz,
+        )
+        return
+    reply(f"工单{no}已重新查到报价。")
+
+
+def _resume_cabin_step(
+    *,
+    ledger: Any,
+    work_order_no: str,
+    extra: dict[str, Any],
+    target: str,
+    status: str,
+    reply: ReplyFn,
+) -> dict[str, Any]:
+    """重试空运锁舱或释放：payload 里有 lock_id 就是释放。"""
+    no = (work_order_no or "").strip()
+    lock_id = str(extra.get("lock_id") or "").strip()
+    option_no = str(extra.get("option_no") or "").strip() or "AIR-OPT-01"
+    instruction = str(extra.get("instruction") or "")
+    sender = str(extra.get("sender_id") or target or "").strip()
+    if lock_id:
+        releaser = getattr(ledger, "release_cabin", None)
+        out = call_with_retries(
+            lambda: releaser(
+                work_order_no=no,
+                lock_id=lock_id,
+                sender_id=sender,
+                instruction_text=instruction,
+            )
+            or {}
+            if callable(releaser)
+            else {"ok": False, "error": "no_release"},
+            is_ok=lambda x: bool((x or {}).get("ok")),
+        )
+        service = "空运舱位"
+        reason = "空运释放舱位接口调用失败"
+    else:
+        locker = getattr(ledger, "lock_cabin", None)
+        out = call_with_retries(
+            lambda: locker(
+                work_order_no=no,
+                option_no=option_no,
+                sender_id=sender,
+                instruction_text=instruction,
+            )
+            or {}
+            if callable(locker)
+            else {"ok": False, "error": "no_lock"},
+            is_ok=lambda x: bool((x or {}).get("ok")),
+        )
+        service = "空运锁舱"
+        reason = "空运锁舱接口调用失败"
+    if not (out or {}).get("ok"):
+        confirm_system_exception(
+            event=SystemExceptionEvent(
+                exception_type=TYPE_TMS,
+                step=STEP_TMS_CABIN,
+                reason=reason,
+                service=service,
+                error_code=str((out or {}).get("failReason") or (out or {}).get("error") or "CABIN_FAIL"),
+                work_order_no=no,
+                ticket_status=status,
+                conversation_kind="group",
+                conversation_target=target,
+                extra=dict(extra),
+            ),
+            ledger=ledger,
+            reply=reply,
+        )
+        return {"ok": False, "error": "still_fail", "step": STEP_TMS_CABIN}
+    reply(copy.system_exception_recovery(STEP_TMS_CABIN))
+    clear_system_exception(ledger=ledger, work_order_no=no)
+    if not lock_id:
+        exec_no = str((out or {}).get("lockId") or (out or {}).get("tmsRequestId") or "").strip()
+        patcher = getattr(ledger, "patch_collab_facts", None)
+        if exec_no and callable(patcher):
+            patcher(
+                work_order_no=no,
+                facts={"__air_lock_id": exec_no, "__air_lock_option": option_no, "__pending_air_lock": ""},
+                sender_id=sender,
+            )
+        reply(copy.air_lock_ok(work_order_no=no, operator="同事", option_no=option_no, exec_no=exec_no, quote_no=""))
+    else:
+        reply(copy.air_release_ok(work_order_no=no, operator="同事", option_no="", exec_no=str((out or {}).get("releaseId") or lock_id), quote_no=""))
+    return {"ok": True, "step": STEP_TMS_CABIN}

inquiry-agent/agent/routing/dispatch.py

@@ -123,6 +123,36 @@ def _wrap_route_failed(message: InboundMessage) -> None:
     )
 
 
+def _wrap_route_model_failed(message: InboundMessage) -> None:
+    """路由模型超时/报错/空结果：大模型异常（无工单不建单）。"""
+    from agent.policy.system_exception import confirm_llm_if_tech
+    from agent.ledger.http_ledger import HttpLedger
+    from agent.config import get_settings
+    from agent.channel.queue import get_message_store
+
+    def reply(text: str) -> None:
+        get_message_store().enqueue_outbound(
+            touser=message.sender_id,
+            content=text,
+            dedupe_key=f"route-llm:{message.message_id}",
+        )
+
+    ledger = None
+    try:
+        if (get_settings().ledger_backend or "").lower() != "memory":
+            ledger = HttpLedger()
+    except Exception:
+        ledger = None
+    confirm_llm_if_tech(
+        ledger=ledger,
+        reply=reply,
+        sender_id=message.sender_id,
+        reason="模型返回空结果",
+        conversation_kind="group" if getattr(message, "chat_id", "") else "private",
+        conversation_target=getattr(message, "chat_id", "") or message.sender_id,
+    )
+
+
 # 意图 → handler（空壳或联调 echo）；扩展时只改表，不改 ChannelRuntime 分支森林
 HANDLER_REGISTRY: dict[str, HandlerFn] = {
     "echo_text": _wrap_echo,
@@ -142,7 +172,7 @@ HANDLER_REGISTRY: dict[str, HandlerFn] = {
     "reject_no_sender": _noop,
     "ignore_empty": _noop,
     "stub_needs_model": _wrap_echo,
-    "route_model_failed": _wrap_route_failed,
+    "route_model_failed": _wrap_route_model_failed,
     "route_parse_failed": _wrap_route_failed,
 }
 

inquiry-agent/agent/routing/group_intent.py

@@ -231,7 +231,7 @@ def _classify_with_model(text: str, settings) -> str:
     client = LlmHttpClient.from_settings(settings)
     system = (
         "你是海运协同群意图分类。只回复一个英文词，不要解释。"
-        "collab_fields=在补贸易条款/货好时间/商品海关编码/含油含电含磁；"
+        "collab_fields=在补货好时间/商品海关编码/含油含电含磁；"
         "quote_adjust=销售在调已有费用，口令不写死（上升、上浮、往上抬、加一成、减、改到某金额都算），不是新产品报价；"
         "product_quote=产品在报价格或费用（含具体金额）；"
         "quote_confirm_tms=产品确认沿用当前TMS报价，没有报新金额；"

inquiry-agent/agent/schema/field_validate.py

@@ -32,7 +32,7 @@ AIR_REQUIRED_FIELDS = (
 )
 AIR_DISPLAY = {key: label for key, label in AIR_REQUIRED_FIELDS}
 
-# 海运询价必填 7 项：销售侧名称。内部键「货量」对外叫「货物数量」。
+# 海运询价必填 10 项（销售侧含运输方式）：内部键「货量」对外叫「货物数量」。
 SEA_REQUIRED_FIELDS = (
     ("起运港", "起运港"),
     ("目的港", "目的港"),
@@ -40,6 +40,8 @@ SEA_REQUIRED_FIELDS = (
     ("货量", "货物数量"),
     ("整柜或拼柜", "整柜或拼柜"),
     ("箱型箱量", "箱型箱量"),
+    ("贸易条款", "贸易条款"),
+    ("运输分类", "运输分类"),
     ("报价日期", "报价日期"),
 )
 SEA_DISPLAY = {key: label for key, label in SEA_REQUIRED_FIELDS}
@@ -57,8 +59,8 @@ LAND_DISPLAY = {
 }
 
 # 协同补充字段：拉群后可静默写入，不挡首次查价。内部键仍是 HS编码。
-SEA_COLLAB_FIELDS = ("贸易条款", "货好时间", "HS编码", "是否含油", "是否含电", "是否含磁")
-# 空运群只补含电/含磁，摘要不要把海运六项搬过去。
+SEA_COLLAB_FIELDS = ("货好时间", "HS编码", "是否含油", "是否含电", "是否含磁")
+# 空运群只补含电/含磁，摘要不要把海运协同五项搬过去。
 AIR_COLLAB_FIELDS = ("是否含电", "是否含磁")
 # 群摘要对外展示名。内部继续用 HS编码，避免改合同键。
 SEA_COLLAB_DISPLAY = {
@@ -141,11 +143,11 @@ _LAND_COLLAB_BY_PAIR: dict[tuple[str, str], tuple[str, ...]] = {
         "是否为危险品",
     ),
 }
-# 意图分类用：海运六项 ∪ 陆运全部协同键。
+# 意图分类用：海运协同五项 ∪ 贸易条款（陆运跨境仍要）∪ 陆运协同键。
 ALL_COLLAB_KEYS = tuple(
     dict.fromkeys(
         list(SEA_COLLAB_FIELDS)
-        + ["客户名称", "包装方式", "货值", "是否为危险品", "车型/数量"]
+        + ["贸易条款", "客户名称", "包装方式", "货值", "是否为危险品", "车型/数量"]
     )
 )
 
@@ -317,7 +319,7 @@ def land_collab_fields(land_type: str, route: str) -> tuple[str, ...]:
     """
     本单陆运协同内部键，顺序与规格一致。
 
-    对不上填写样例返回空元组，调用方不得按海运六项去列。
+    对不上填写样例返回空元组，调用方不得按海运协同五项去列。
     海关编码内部仍是 HS编码。副作用：无。
     """
     from agent.schema.land_options import canonicalize_route, canonicalize_transport_type
@@ -485,6 +487,13 @@ def validate_required_fields(
     line = (business_line or "").strip().upper()
     if line == "SEA":
         normalized = project_sea_cargo_qty(normalized)
+        from agent.schema.sea_options import canonicalize_sea_class
+
+        klass = canonicalize_sea_class(str(normalized.get("运输分类") or ""))
+        if klass:
+            normalized["运输分类"] = klass
+        else:
+            normalized.pop("运输分类", None)
     if line not in {"SEA", "AIR", "LAND"}:
         return {
             "ok": False,

inquiry-agent/agent/schema/sea_options.py

@@ -0,0 +1,95 @@
+"""
+海运运输分类：只认 Port to Port、其他。
+
+本文件职责：从原话收成标准词、生成补问清单。
+禁止：发明第三项；把分类带去 TMS；改六态。
+线程：纯函数，可在 Worker 槽调用。
+"""
+
+from __future__ import annotations
+
+SEA_CLASSES = ("Port to Port", "其他")
+
+# 长词优先，避免 P2P 误伤其它词；门到门不在名单里。
+_ALIASES = (
+    ("port to port", "Port to Port"),
+    ("港到港", "Port to Port"),
+    ("p2p", "Port to Port"),
+    ("其它", "其他"),
+    ("其他", "其他"),
+)
+
+
+def canonicalize_sea_class(raw: str) -> str:
+    """
+    把销售原话收成 Port to Port 或 其他；对不上返回空串。
+
+    「门到门」不算。先匹配更长别名。副作用：无。
+    """
+    text = (raw or "").strip()
+    if not text:
+        return ""
+    lowered = text.lower()
+    for needle, canon in _ALIASES:
+        if needle in lowered or needle in text:
+            return canon
+    stripped = text.replace("运输分类", "").replace("：", "").replace(":", "").strip()
+    if stripped in SEA_CLASSES:
+        return stripped
+    return ""
+
+
+def harvest_sea_class(text: str, current: dict[str, str] | None = None) -> dict[str, str]:
+    """
+    当前句能认则覆盖；认不出则保留已有标准值。
+
+    参数：本轮原文、已有 facts。返回合并后的 facts 副本。
+    非法旧值会丢掉，避免「门到门」一直占着必填位。
+    """
+    merged = dict(current or {})
+    found = canonicalize_sea_class(text or "")
+    if found:
+        merged["运输分类"] = found
+        return merged
+    kept = canonicalize_sea_class(str(merged.get("运输分类") or ""))
+    if kept:
+        merged["运输分类"] = kept
+    else:
+        merged.pop("运输分类", None)
+    return merged
+
+
+# 运输分类用语，不能冒充贸易条款。销售原话写了「贸易条款」才保留。
+_DOOR_TRADE_TERMS = frozenset(
+    {
+        "门到门",
+        "door to door",
+        "door-to-door",
+        "doortodoor",
+        "d2d",
+    }
+)
+
+
+def drop_invented_door_trade_terms(text: str, facts: dict[str, str] | None = None) -> dict[str, str]:
+    """
+    丢掉冒充贸易条款的「门到门」。
+
+    测服 WO202609200013：原话没写贸易条款，确认卡却出现「贸易条款：门到门」。
+    门到门只是运输分类说法，不是 FOB/CIF 这类条款；原话没有「贸易条款」四字时不准收下。
+    销售明确写了「贸易条款：门到门」则保留原文，不改六态。
+    """
+    merged = dict(facts or {})
+    trade = str(merged.get("贸易条款") or "").strip()
+    if not trade:
+        return merged
+    if "贸易条款" in (text or ""):
+        return merged
+    if trade.lower().replace(" ", "") in {x.replace(" ", "") for x in _DOOR_TRADE_TERMS} or trade in _DOOR_TRADE_TERMS:
+        merged.pop("贸易条款", None)
+    return merged
+
+
+def sea_class_prompt() -> str:
+    """缺运输分类时只列两项，不再追问「其他是什么」。"""
+    return "运输分类（必填）：请回复 Port to Port 或 其他。"

inquiry-agent/agent/schema/tms_sea_query.py

@@ -1,8 +1,9 @@
 """
 海运查价参数：对照 TMS V2 /quote/v2/query 是否带全。
 
-本文件职责：询价卡片出现前，确认海运七项能拼出查价正文。
+本文件职责：询价卡片出现前，确认海运十项里查出站项能拼出查价正文。
 港口只带名称，不做港口字典对应；箱型箱量保持原文字段，containerItems 只透传模型投影。
+贸易条款必带出站；运输分类只留在工单 facts，不进 tms_facts。
 禁止：本地拆箱型；因对不上港口字典跳过 TMS；改六态。
 """
 
@@ -62,6 +63,8 @@ def assemble_sea_query(facts: dict[str, Any] | None) -> dict[str, Any]:
     load = _load_type(str(src.get("整柜或拼柜") or ""))
     box = str(src.get("箱型箱量") or "").strip()
     quote_date = str(src.get("报价日期") or "").strip()
+    trade = str(src.get("贸易条款") or src.get("trade_terms") or src.get("tradeTerms") or "").strip()
+    klass = str(src.get("运输分类") or "").strip()
 
     missing: list[str] = []
     missing_display: list[str] = []
@@ -72,6 +75,7 @@ def assemble_sea_query(facts: dict[str, Any] | None) -> dict[str, Any]:
         ("货量", "货物数量", qty),
         ("整柜或拼柜", "整柜或拼柜", load),
         ("箱型箱量", "箱型箱量", box),
+        ("贸易条款", "贸易条款", trade),
         ("报价日期", "报价日期", quote_date),
     )
     for key, label, val in pairs:
@@ -93,12 +97,18 @@ def assemble_sea_query(facts: dict[str, Any] | None) -> dict[str, Any]:
         out_facts["整柜或拼柜"] = load
     if box:
         out_facts["箱型箱量"] = box
+    if trade:
+        out_facts["贸易条款"] = trade
+    if klass:
+        out_facts["运输分类"] = klass
     if quote_date:
         out_facts["报价日期"] = quote_date
     items = parse_container_items(src)
     if items:
         out_facts["containerItems"] = items
 
+    tms_facts = dict(out_facts)
+    tms_facts.pop("运输分类", None)
     logger.info(
         "tms.sea.assemble ok=%s origin=%s dest=%s load=%s missing=%s",
         ok,
@@ -112,4 +122,5 @@ def assemble_sea_query(facts: dict[str, Any] | None) -> dict[str, Any]:
         "missing": missing,
         "missing_display": missing_display,
         "facts": out_facts,
+        "tms_facts": tms_facts,
     }

inquiry-agent/tests/test_attachment_inquiry.py

@@ -47,6 +47,8 @@ SEA_ORAL = """海运
 货量：20吨
 整柜或拼柜：整柜
 箱型箱量：1x40HQ
+贸易条款：FOB
+运输分类：Port to Port
 """
 
 

inquiry-agent/tests/test_image_inquiry.py

@@ -45,6 +45,8 @@ SEA_ORAL = """海运
 货量：20吨
 整柜或拼柜：整柜
 箱型箱量：1x40HQ
+贸易条款：FOB
+运输分类：Port to Port
 """
 
 LAND_ORAL = """陆运

inquiry-agent/tests/test_land_dispatch.py

@@ -25,7 +25,7 @@ from agent.channel.wecom.models import InboundMessage
 from agent.handlers.text_inquiry import handle_text_inquiry
 from agent.policy.air_text_flow import reset_air_text_flow_for_test
 from agent.policy.land_text_flow import get_land_text_flow, reset_land_text_flow_for_test
-from agent.policy.sea_text_flow import reset_sea_text_flow_for_test
+from agent.policy.sea_text_flow import get_sea_text_flow, reset_sea_text_flow_for_test
 from agent.routing.decision import RouteDecision
 from agent.routing.dispatch import dispatch_inbound
 from tests.test_sea_text_inquiry import COMPLETE_SEA
@@ -183,27 +183,31 @@ class LandDispatchTests(unittest.TestCase):
         last = list(store._outbox.values())[-1].content
         self.assertNotIn("你好，我是询价机器人", last)
 
-    def test_tms_retry_misrouted_as_other(self) -> None:
+    def test_tms_tech_fail_pauses_until_admin_retry(self) -> None:
+        from agent.policy.inquiry_copy import SYS_EXC_TMS_FALLBACK
         from tests.test_land_text_inquiry import CountingLedger
 
-        class Flaky(CountingLedger):
+        class AlwaysFail(CountingLedger):
             def __init__(self) -> None:
                 super().__init__()
                 self.query_calls = 0
 
             def query_tms(self, **kwargs):
                 self.query_calls += 1
-                if self.query_calls == 1:
-                    return {
-                        "ok": False,
-                        "classification": "TMS_TECH_FAILURE",
-                        "has_price": False,
-                        "quote": {},
-                    }
-                return super().query_tms(**kwargs)
+                return {
+                    "ok": False,
+                    "classification": "TMS_TECH_FAILURE",
+                    "has_price": False,
+                    "quote": {},
+                }
 
         land = reset_land_text_flow_for_test()
-        land.ledger = Flaky()
+        ledger = AlwaysFail()
+        land.ledger = ledger
+        get_sea_text_flow().ledger = ledger
+        from agent.policy.air_text_flow import get_air_text_flow
+
+        get_air_text_flow().ledger = ledger
         facts = {
             "起运港": "广州",
             "目的港": "深圳",
@@ -231,18 +235,27 @@ class LandDispatchTests(unittest.TestCase):
             InboundMessage(sender_id="ld5", message_id="m-l5c", content="确定"),
             store=self.store,
         )
-        self.assertEqual(get_land_text_flow().session_of("ld5").phase, "tms_tech")
-        wo = get_land_text_flow().session_of("ld5").work_order_no
+        self.assertGreaterEqual(ledger.query_calls, 3)
+        wo = ledger.last_created_no
+        ticket = ledger.get_ticket(work_order_no=wo)
+        self.assertEqual(ticket.system_exception, "TMS异常")
+        bodies = "\n".join(i.content for i in self.store._outbox.values())
+        self.assertIn(SYS_EXC_TMS_FALLBACK, bodies)
+        self.assertIsNone(get_land_text_flow().session_of("ld5"))
         name = dispatch_inbound(
             InboundMessage(sender_id="ld5", message_id="m-l5d", content="确定"),
             RouteDecision(intent="ordinary_text_other"),
         )
-        self.assertEqual(name, "ordinary_text_inquiry")
+        self.assertEqual(name, "ordinary_text_other")
         sess = get_land_text_flow().session_of("ld5")
-        self.assertEqual(sess.phase, "wait_collab")
-        self.assertEqual(sess.work_order_no, wo)
+        if sess is not None:
+            self.assertNotEqual(sess.phase, "wait_collab")
+        handle_text_inquiry(
+            InboundMessage(sender_id="ld5", message_id="m-l5e", content=f"看看 {wo}"),
+            store=self.store,
+        )
         last = list(self.store._outbox.values())[-1].content
-        self.assertNotIn("你好，我是询价机器人", last)
+        self.assertIn(SYS_EXC_TMS_FALLBACK, last)
 
     def test_sea_still_creates_immediately(self) -> None:
         msg = InboundMessage(sender_id="s-sea", message_id="m-sea-keep", content="海运询价")
@@ -323,6 +336,55 @@ class LandDispatchTests(unittest.TestCase):
         self.assertNotIn("你好，我是询价机器人", last)
         self.assertIn("请说明要调哪一项费用", last)
 
+    def test_sea_field_supplement_not_stolen_by_stale_land(self) -> None:
+        """
+        旧陆运选项草稿不能抢走海运补问。
+
+        测服：先陆运缺选项，再发海运缺贸易条款/运输分类，下一句只补这两项，
+        不能回陆运「参数提取不全」或填写样例图。
+        """
+        store = get_message_store()
+        handle_text_inquiry(
+            InboundMessage(sender_id="mix-sea", message_id="m-land-old", content="陆运询价"),
+            injected_facts={"起运港": "广州", "目的港": "深圳", "品名": "衣服"},
+            injected_mode="LAND",
+            store=store,
+        )
+        self.assertEqual(get_land_text_flow().session_of("mix-sea").phase, "need_land_options")
+        incomplete = {
+            "起运港": "上海",
+            "目的港": "洛杉矶",
+            "品名": "普货",
+            "货量": "20吨",
+            "整柜或拼柜": "整柜",
+            "箱型箱量": "1x40HQ",
+        }
+        phase = handle_text_inquiry(
+            InboundMessage(sender_id="mix-sea", message_id="m-sea-ask", content="海运询价"),
+            injected_facts=incomplete,
+            injected_mode="SEA",
+            store=store,
+        )
+        self.assertEqual(phase, "clarify")
+        self.assertEqual(get_sea_text_flow().session_of("mix-sea").phase, "clarify")
+        self.assertIsNone(get_land_text_flow().session_of("mix-sea"))
+        before = len(store._outbox)
+        phase = handle_text_inquiry(
+            InboundMessage(
+                sender_id="mix-sea",
+                message_id="m-sea-fill",
+                content="贸易条款：FOB 运输分类：其他",
+            ),
+            injected_facts={"贸易条款": "FOB", "运输分类": "其他"},
+            store=store,
+        )
+        self.assertNotEqual(phase, "need_land_options")
+        self.assertEqual(get_sea_text_flow().session_of("mix-sea").business_line, "SEA")
+        added = "\n".join(i.content for i in list(store._outbox.values())[before:])
+        self.assertNotIn("参数提取不全", added)
+        self.assertNotIn("填写样例", added)
+        self.assertNotIn("运输类型", added)
+
     def test_clarify_short_reply_misrouted_as_other_stays_on_inquiry(self) -> None:
         """补问阶段回「111」即使被标闲聊，也不能发开场白。"""
         store = get_message_store()

inquiry-agent/tests/test_land_text_inquiry.py

@@ -333,13 +333,7 @@ class LandTextConfirmTests(unittest.TestCase):
             injected_mode="LAND",
         )
         phase = flow.on_text(sender_id="u1", text="确定", reply=reply)
-        self.assertEqual(phase, "tms_tech")
-        self.assertEqual(ledger.create_calls, 1)
         wo = ledger.last_created_no
-        replies.clear()
-        flow._by_sender.clear()
-        flow._by_ticket.clear()
-        phase = flow.on_text(sender_id="u1", text="确定", reply=reply)
         self.assertEqual(phase, "wait_collab")
         self.assertEqual(ledger.create_calls, 1)
         self.assertEqual(ledger.query_calls, 2)

inquiry-agent/tests/test_sea_options.py

@@ -0,0 +1,60 @@
+"""
+海运运输分类：只认 Port to Port、其他。
+"""
+
+from __future__ import annotations
+
+import os
+import sys
+import unittest
+
+ROOT = os.path.abspath(os.path.join(os.path.dirname(__file__), ".."))
+if ROOT not in sys.path:
+    sys.path.insert(0, ROOT)
+
+from agent.schema.sea_options import (
+    canonicalize_sea_class,
+    drop_invented_door_trade_terms,
+    harvest_sea_class,
+    sea_class_prompt,
+)
+
+
+class SeaOptionsTest(unittest.TestCase):
+    def test_port_to_port_aliases(self):
+        self.assertEqual(canonicalize_sea_class("Port to Port"), "Port to Port")
+        self.assertEqual(canonicalize_sea_class("port to port"), "Port to Port")
+        self.assertEqual(canonicalize_sea_class("P2P"), "Port to Port")
+        self.assertEqual(canonicalize_sea_class("港到港"), "Port to Port")
+
+    def test_other_alias(self):
+        self.assertEqual(canonicalize_sea_class("其他"), "其他")
+        self.assertEqual(canonicalize_sea_class("其它"), "其他")
+
+    def test_door_to_door_rejected(self):
+        self.assertEqual(canonicalize_sea_class("门到门"), "")
+
+    def test_harvest_keeps_current_when_text_has_none(self):
+        got = harvest_sea_class("上海到洛杉矶整柜", {"运输分类": "Port to Port"})
+        self.assertEqual(got["运输分类"], "Port to Port")
+
+    def test_harvest_overrides_from_text(self):
+        got = harvest_sea_class("运输分类：其他", {"运输分类": "Port to Port"})
+        self.assertEqual(got["运输分类"], "其他")
+
+    def test_door_to_door_not_kept_as_trade_terms(self):
+        text = "海运、纽约港到巴生西港，机器设备，40HQ*1，整柜，1.5KG，15CBM，15件"
+        got = drop_invented_door_trade_terms(text, {"贸易条款": "门到门", "品名": "机器设备"})
+        self.assertNotIn("贸易条款", got)
+        kept = drop_invented_door_trade_terms("贸易条款：门到门", {"贸易条款": "门到门"})
+        self.assertEqual(kept["贸易条款"], "门到门")
+
+    def test_prompt_lists_two_options_only(self):
+        text = sea_class_prompt()
+        self.assertIn("Port to Port", text)
+        self.assertIn("其他", text)
+        self.assertNotIn("门到门", text)
+
+
+if __name__ == "__main__":
+    unittest.main()

inquiry-agent/tests/test_sea_text_inquiry.py

@@ -28,8 +28,9 @@ from agent.handlers.group_collab import handle_group_collab
 from agent.handlers.text_inquiry import handle_text_inquiry
 from agent.ledger.memory_ledger import MemoryLedger
 from agent.policy import inquiry_copy as copy
+from agent.policy.air_text_flow import FlowSession
 from agent.policy.sea_text_flow import SeaTextInquiryFlow, reset_sea_text_flow_for_test
-from agent.schema.field_validate import validate_required_fields
+from agent.schema.field_validate import SEA_COLLAB_FIELDS, validate_required_fields
 from agent.schema.tms_sea_query import assemble_sea_query
 
 
@@ -40,9 +41,20 @@ COMPLETE_SEA = {
     "货量": "20吨",
     "整柜或拼柜": "整柜",
     "箱型箱量": "1x40HQ",
+    "贸易条款": "FOB",
+    "运输分类": "Port to Port",
 }
 
 
+class SeaCollabContractTests(unittest.TestCase):
+    def test_collab_no_longer_asks_trade_terms(self):
+        self.assertNotIn("贸易条款", SEA_COLLAB_FIELDS)
+        self.assertEqual(
+            SEA_COLLAB_FIELDS,
+            ("货好时间", "HS编码", "是否含油", "是否含电", "是否含磁"),
+        )
+
+
 class FakeGroupClient:
     """单测假企微建群：不打外网。"""
 
@@ -123,6 +135,8 @@ class SeaTextInquiryTests(unittest.TestCase):
             "件数": "15件",
             "整柜或拼柜": "整柜",
             "箱型箱量": "1x40HQ",
+            "贸易条款": "FOB",
+            "运输分类": "Port to Port",
         }
         check = validate_required_fields(facts=facts, business_line="SEA")
         self.assertTrue(check["ok"])
@@ -136,6 +150,8 @@ class SeaTextInquiryTests(unittest.TestCase):
             "品名": "茶叶",
             "货量": "20吨",
             "整柜或拼柜": "整柜",
+            "贸易条款": "FOB",
+            "运输分类": "Port to Port",
         }
         check = validate_required_fields(facts=facts, business_line="SEA")
         self.assertFalse(check["ok"])
@@ -157,7 +173,164 @@ class SeaTextInquiryTests(unittest.TestCase):
         self.assertNotIn("报价日期：(如", text)
         self.assertIn("报价日期：", text)
 
-    def test_complete_sea_inquiry_card_uses_seven_fields(self) -> None:
+    def test_sea_requires_trade_terms_and_class(self) -> None:
+        facts = {
+            "起运港": "上海",
+            "目的港": "洛杉矶",
+            "品名": "普货",
+            "货量": "20吨",
+            "整柜或拼柜": "整柜",
+            "箱型箱量": "1x40HQ",
+        }
+        check = validate_required_fields(facts=facts, business_line="SEA")
+        self.assertFalse(check["ok"])
+        self.assertIn("贸易条款", check["missing"])
+        self.assertIn("运输分类", check["missing"])
+        self.assertIn("贸易条款", check["missing_display"])
+        self.assertIn("运输分类", check["missing_display"])
+
+    def test_sea_rejects_door_to_door_class(self) -> None:
+        facts = {
+            "起运港": "上海",
+            "目的港": "洛杉矶",
+            "品名": "普货",
+            "货量": "20吨",
+            "整柜或拼柜": "整柜",
+            "箱型箱量": "1x40HQ",
+            "贸易条款": "FOB",
+            "运输分类": "门到门",
+        }
+        check = validate_required_fields(facts=facts, business_line="SEA")
+        self.assertFalse(check["ok"])
+        self.assertIn("运输分类", check["missing"])
+
+    def test_sea_canonicalizes_p2p(self) -> None:
+        facts = {
+            "起运港": "上海",
+            "目的港": "洛杉矶",
+            "品名": "普货",
+            "货量": "20吨",
+            "整柜或拼柜": "整柜",
+            "箱型箱量": "1x40HQ",
+            "贸易条款": "到岸",
+            "运输分类": "p2p",
+        }
+        check = validate_required_fields(facts=facts, business_line="SEA")
+        self.assertTrue(check["ok"])
+        self.assertEqual(check["facts"]["运输分类"], "Port to Port")
+
+    def test_inquiry_card_lists_ten_fields(self) -> None:
+        lines = copy.inquiry_field_lines(
+            work_order_no="WO202609200001",
+            facts={
+                "起运港": "上海",
+                "目的港": "洛杉矶",
+                "品名": "普货",
+                "货量": "20吨",
+                "整柜或拼柜": "整柜",
+                "箱型箱量": "1x40HQ",
+                "贸易条款": "FOB",
+                "运输分类": "Port to Port",
+                "报价日期": "2026-09-20",
+            },
+            transport_mode="海运",
+        )
+        text = "\n".join(lines)
+        self.assertIn("工单号：WO202609200001", text)
+        self.assertIn("贸易条款：FOB", text)
+        self.assertIn("运输分类：Port to Port", text)
+        self.assertLess(text.index("箱型箱量"), text.index("贸易条款"))
+        self.assertLess(text.index("贸易条款"), text.index("运输分类"))
+
+    def test_clarify_asks_class_as_two_options(self) -> None:
+        text = copy.ask_clarify(
+            facts={
+                "起运港": "上海",
+                "目的港": "洛杉矶",
+                "品名": "服装",
+                "货量": "1柜",
+                "整柜或拼柜": "整柜",
+                "箱型箱量": "1x40HQ",
+                "贸易条款": "FOB",
+            },
+            missing_keys=["运输分类"],
+            transport_mode="海运",
+        )
+        self.assertIn("Port to Port", text)
+        self.assertIn("其他", text)
+        self.assertIn("贸易条款：FOB", text)
+
+    def test_incomplete_without_trade_terms_does_not_create_ticket(self) -> None:
+        facts = dict(COMPLETE_SEA)
+        facts.pop("贸易条款")
+        phase = self.flow.on_text(
+            sender_id="s-miss",
+            text="海运缺条款",
+            reply=self._reply,
+            injected_facts=facts,
+            injected_mode="SEA",
+        )
+        self.assertEqual(phase, "clarify")
+        self.assertIn("贸易条款", "\n".join(self.replies))
+        self.assertFalse((self.flow.session_of("s-miss").work_order_no or "").startswith("WO"))
+
+    def test_leftover_door_to_door_not_written_as_trade_terms(self) -> None:
+        """旧草稿里的门到门不能写到确认卡贸易条款。测服 WO202609200013。"""
+        leftover = {
+            "起运港": "纽约港",
+            "目的港": "巴生西港",
+            "品名": "机器设备",
+            "货量": "15件",
+            "整柜或拼柜": "整柜",
+            "箱型箱量": "40HQ*1",
+            "贸易条款": "门到门",
+        }
+        self.flow._save(
+            FlowSession(
+                sender_id="s-door",
+                thread_id="s-door",
+                phase="clarify",
+                business_line="SEA",
+                facts=leftover,
+            )
+        )
+        phase = self.flow.on_text(
+            sender_id="s-door",
+            text="海运、纽约港到巴生西港，机器设备，40HQ*1，整柜，1.5KG，15CBM，15件",
+            reply=self._reply,
+            injected_facts=dict(leftover),
+            injected_mode="SEA",
+        )
+        self.assertEqual(phase, "clarify")
+        joined = "\n".join(self.replies)
+        self.assertNotIn("贸易条款：门到门", joined)
+        self.assertIn("贸易条款", joined)
+        self.assertNotEqual(self.flow.session_of("s-door").facts.get("贸易条款"), "门到门")
+
+    def test_harvest_class_from_reply_then_quotes(self) -> None:
+        first = dict(COMPLETE_SEA)
+        first.pop("运输分类")
+        phase = self.flow.on_text(
+            sender_id="s-class",
+            text="先缺分类",
+            reply=self._reply,
+            injected_facts=first,
+            injected_mode="SEA",
+        )
+        self.assertEqual(phase, "clarify")
+        self.replies.clear()
+        phase = self.flow.on_text(
+            sender_id="s-class",
+            text="Port to Port",
+            reply=self._reply,
+            injected_mode="SEA",
+        )
+        self.assertEqual(phase, "wait_collab")
+        joined = "\n".join(self.replies)
+        self.assertIn("运输分类：Port to Port", joined)
+        self.assertIn("贸易条款：FOB", joined)
+
+    def test_complete_sea_inquiry_card_uses_ten_fields(self) -> None:
         phase = self.flow.on_text(
             sender_id="s1",
             text="海运完整",
@@ -173,6 +346,8 @@ class SeaTextInquiryTests(unittest.TestCase):
         self.assertIn("货物数量：20吨", joined)
         self.assertIn("整柜或拼柜：整柜", joined)
         self.assertIn("箱型箱量：1x40HQ", joined)
+        self.assertIn("贸易条款：FOB", joined)
+        self.assertIn("运输分类：Port to Port", joined)
         self.assertIn("正在查询TMS报价", joined)
         self.assertNotIn("件数：", joined.split("正在查询TMS报价")[0])
         self.assertNotIn("本轮先开通空运", joined)
@@ -180,6 +355,44 @@ class SeaTextInquiryTests(unittest.TestCase):
         self.assertEqual(sess.business_line, "SEA")
         self.assertEqual(sess.status, "已报价")
 
+    def test_new_round_after_ticket_does_not_reuse_old_facts(self) -> None:
+        """上一单已出号，新一轮不能带上旧贸易条款。"""
+        first = self.flow.on_text(
+            sender_id="s-round",
+            text="海运第一轮",
+            reply=self._reply,
+            injected_facts=COMPLETE_SEA,
+            injected_mode="SEA",
+        )
+        self.assertEqual(first, "wait_collab")
+        old_no = self.flow.session_of("s-round").work_order_no
+        self.assertTrue((old_no or "").startswith("WO"))
+        self.replies.clear()
+        incomplete = {
+            "起运港": "纽约港",
+            "目的港": "巴生西港",
+            "品名": "机器设备",
+            "货量": "15件",
+            "整柜或拼柜": "整柜",
+            "箱型箱量": "40HQ*1",
+            "运输分类": "Port to Port",
+        }
+        phase = self.flow.on_text(
+            sender_id="s-round",
+            text="海运、纽约港到巴生西港，机器设备，40HQ*1，整柜，1.5KG，15CBM，15件，Port to Port",
+            reply=self._reply,
+            injected_facts=incomplete,
+            injected_mode="SEA",
+        )
+        self.assertEqual(phase, "clarify")
+        joined = "\n".join(self.replies)
+        self.assertNotIn("贸易条款：FOB", joined)
+        self.assertNotIn("贸易条款：门到门", joined)
+        self.assertIn("贸易条款", joined)
+        sess = self.flow.session_of("s-round")
+        self.assertNotEqual(sess.facts.get("贸易条款"), "FOB")
+        self.assertNotEqual(sess.work_order_no, old_no)
+
     def test_handler_routes_sea_not_air_deferred(self) -> None:
         reset_sea_text_flow_for_test()
         from agent.channel.queue import MemoryMessageStore
@@ -214,11 +427,60 @@ class SeaTmsCardTests(unittest.TestCase):
         self.extras.append(dict(extra) if extra else {})
 
     def test_assemble_sea_query_does_not_need_air_measures(self) -> None:
-        ready = assemble_sea_query(COMPLETE_SEA)
+        ready = assemble_sea_query({**COMPLETE_SEA, "贸易条款": "FOB", "运输分类": "Port to Port"})
         self.assertTrue(ready["ok"])
         self.assertEqual(ready["missing"], [])
         self.assertNotIn("件数", ready.get("missing") or [])
 
+    def test_assemble_requires_trade_terms_not_class(self) -> None:
+        src = {
+            "起运港": "上海",
+            "目的港": "洛杉矶",
+            "品名": "普货",
+            "货量": "20吨",
+            "整柜或拼柜": "整柜",
+            "箱型箱量": "1x40HQ",
+            "运输分类": "Port to Port",
+        }
+        missing = assemble_sea_query(src)
+        self.assertFalse(missing["ok"])
+        self.assertIn("贸易条款", missing["missing"])
+        self.assertNotIn("运输分类", missing["missing"])
+
+        src["贸易条款"] = "FOB"
+        ready = assemble_sea_query(src)
+        self.assertTrue(ready["ok"])
+        self.assertEqual(ready["tms_facts"]["贸易条款"], "FOB")
+        self.assertNotIn("运输分类", ready["tms_facts"])
+        self.assertEqual(ready["facts"]["运输分类"], "Port to Port")
+
+    def test_sea_quote_text_uses_three_buckets(self) -> None:
+        quote = {
+            "total": "6952.77",
+            "currency": "CNY",
+            "source_label": "TMS 标准报价",
+            "polCostItems": [
+                {"name": "操作费", "amount": "1020", "currency": "CNY"},
+                {"name": "舱单", "amount": "50", "currency": "CNY"},
+            ],
+            "oceanCostItems": [{"name": "海运费", "amount": "575", "currency": "USD"}],
+            "podCostItems": [
+                {"name": "文件费", "amount": "450", "currency": "CNY"},
+                {"name": "设备费", "amount": "30", "currency": "CNY"},
+            ],
+            "fee_total_polCostItems": "1070",
+            "fee_total_oceanCostItems": "4038",
+            "fee_total_podCostItems": "470",
+        }
+        text = copy.sea_quote_detail_text(work_order_no="WO202609200002", quote=quote)
+        self.assertIn("始发港费用\n操作费：CNY 1020", text)
+        self.assertIn("始发港费用小计：CNY 1070", text)
+        self.assertIn("海运费：USD 575", text)
+        self.assertIn("海运费小计：CNY 4038", text)
+        self.assertIn("目的港费用小计：CNY 470", text)
+        self.assertIn("总成本价：CNY 6952.77", text)
+        self.assertNotIn("时效", text)
+
     def test_long_fee_lines_go_to_text_not_clipped_card(self) -> None:
         """海运多项费用：完整明细必须在文本里，卡片引用条不得半截。"""
         long_quote = {
@@ -273,6 +535,37 @@ class SeaTmsCardTests(unittest.TestCase):
         self.assertIn("时效：1天", sub)
         self.assertIn("报价有效期：2026-09-30", sub)
 
+    def test_sea_hit_sends_detail_text_before_card(self) -> None:
+        """
+        有价必须先发出价格明细文字，再发卡。
+
+        测服 WO202609200020：卡上写「详见上一条明细」，销售却先看到卡。
+        """
+        steps: list[str] = []
+
+        def reply(text: str, extra=None) -> str:
+            kind = "card" if extra else "text"
+            steps.append(kind)
+            return f"out-{len(steps)}"
+
+        def wait(out_id: str, *, work_order_no: str, what: str) -> None:
+            steps.append(f"wait:{out_id}")
+
+        self.flow._wait_outbound_sent = wait  # type: ignore[method-assign]
+        self.flow._detail_before_card_gap_sec = 0.0
+        self.flow._emit_sea_hit(
+            reply,
+            work_order_no="WO202609200020",
+            quote={
+                "total": "14298.53",
+                "currency": "CNY",
+                "source_label": "TMS标准报价",
+                "fee_lines": [{"name": "操作费", "amount": "1220", "currency": "CNY"}],
+            },
+        )
+        self.assertEqual(steps[:3], ["text", "wait:out-1", "card"])
+        self.assertIn("card", steps)
+
     def test_sea_hit_card_has_price_and_two_buttons(self) -> None:
         phase = self.flow.on_text(
             sender_id="s1",
@@ -329,9 +622,12 @@ class SeaTmsCardTests(unittest.TestCase):
             injected_facts=facts,
             injected_mode="SEA",
         )
-        self.assertEqual(phase, "tms_tech")
-        self.assertIn("TMS 查询失败", "\n".join(self.replies))
+        self.assertEqual(phase, "system_exception")
+        self.assertIn("TMS接口异常，IT运维排查中", "\n".join(self.replies))
         self.assertNotIn(copy.BTN_PULL_COLLAB, "\n".join(self.replies))
+        tickets = list(self.flow._ledger._tickets.values())
+        self.assertTrue(tickets)
+        self.assertEqual(tickets[-1].system_exception, "TMS异常")
 
 
 class SeaSkipAndPullTests(unittest.TestCase):
@@ -441,6 +737,9 @@ class SeaSkipAndPullTests(unittest.TestCase):
         self.assertIn(wo, group_text)
         self.assertIn("起运港", group_text)
         self.assertIn("贸易条款", group_text)
+        collab_block = group_text.split("协同补充字段：", 1)[-1].split("TMS报价：", 1)[0]
+        self.assertNotIn("贸易条款", collab_block)
+        self.assertIn("货好时间", collab_block)
         self.assertIn("商品海关编码", group_text)
         self.assertNotIn("HS编码", group_text)
         self.assertIn("TMS", group_text)
@@ -652,7 +951,7 @@ class SeaGroupCollabFieldTests(unittest.TestCase):
     def _reply(self, text: str, extra=None) -> None:
         self.replies.append(text)
 
-    def test_group_text_writes_incoterm_silently(self) -> None:
+    def test_group_text_ignores_trade_terms_saves_ready_date(self) -> None:
         self.ledger.set_sea_staff(
             [
                 {
@@ -680,11 +979,24 @@ class SeaGroupCollabFieldTests(unittest.TestCase):
         ticket = self.ledger.get_ticket(work_order_no=wo)
         chat_id = ticket.collab_chat_id
         n = len(self.replies)
-        phase = handle_group_collab(
+        ignored = handle_group_collab(
             InboundMessage(
                 sender_id="prod4",
                 message_id="g1",
-                content="贸易条款：FOB",
+                content="贸易条款：CIF",
+                chat_id=chat_id,
+                chat_type="group",
+            ),
+            flow=self.flow,
+            ledger=self.ledger,
+        )
+        self.assertEqual(ignored, "collab_not_recognized")
+        self.assertFalse(ticket.collab_facts.get("贸易条款"))
+        phase = handle_group_collab(
+            InboundMessage(
+                sender_id="prod4",
+                message_id="g2",
+                content="货好时间：下周",
                 chat_id=chat_id,
                 chat_type="group",
             ),
@@ -693,7 +1005,7 @@ class SeaGroupCollabFieldTests(unittest.TestCase):
         )
         self.assertEqual(phase, "collab_field_saved")
         self.assertEqual(len(self.replies), n)
-        self.assertEqual(ticket.collab_facts.get("贸易条款"), "FOB")
+        self.assertEqual(ticket.collab_facts.get("货好时间"), "下周")
 
     def test_group_price_chat_is_ignored(self) -> None:
         self.ledger.set_sea_staff(
@@ -1051,6 +1363,9 @@ class SeaGroupCopyTests(unittest.TestCase):
         self.assertIn("询价字段：\n运输方式：海运", text)
         self.assertIn("\n\n协同补充字段：\n", text)
         self.assertIn("商品海关编码：-", text)
+        self.assertIn("货好时间：-", text)
+        collab_block = text.split("协同补充字段：", 1)[-1].split("TMS报价：", 1)[0]
+        self.assertNotIn("贸易条款", collab_block)
         self.assertNotIn("HS编码", text)
         self.assertIn("\n\nTMS报价：\nTMS 暂无匹配报价", text)
         self.assertNotIn("未查到合适报价", text)

inquiry-agent/tests/test_system_exception.py

@@ -0,0 +1,294 @@
+"""
+系统异常：话术、判定边界、无单不落库、暂停、告警卡、重试清列。
+"""
+
+from __future__ import annotations
+
+import unittest
+from datetime import datetime
+from zoneinfo import ZoneInfo
+
+from agent.ledger.memory_ledger import MemoryLedger
+from agent.policy import inquiry_copy as copy
+from agent.policy.system_exception import (
+    STEP_GROUP,
+    STEP_LLM,
+    STEP_LLM_NO_TICKET,
+    STEP_TMS_CABIN,
+    STEP_TMS_QUOTE,
+    TYPE_GROUP,
+    TYPE_LLM,
+    TYPE_TMS,
+    SystemExceptionEvent,
+    call_with_retries,
+    confirm_system_exception,
+    extract_work_order_nos,
+    is_tms_tech_failure,
+    should_mark_ticket,
+    ticket_is_paused,
+)
+
+
+class TestSystemExceptionCopy(unittest.TestCase):
+    def test_fallback_three_types(self) -> None:
+        self.assertEqual(copy.system_exception_fallback(TYPE_LLM), "大模型服务异常，IT排查中...")
+        self.assertEqual(copy.system_exception_fallback(TYPE_TMS), "TMS接口异常，IT运维排查中...")
+        self.assertEqual(
+            copy.system_exception_fallback(TYPE_GROUP, names=["赵六"]),
+            "无法添加 赵六 同事，请联系管理员检查企业微信配置。",
+        )
+        self.assertIn("李四、王五", copy.system_exception_fallback(TYPE_GROUP, names=["李四", "王五"]))
+
+    def test_recovery_four_steps(self) -> None:
+        self.assertEqual(copy.system_exception_recovery(STEP_TMS_QUOTE), copy.SYS_EXC_RECOVERY_TMS)
+        self.assertEqual(copy.system_exception_recovery(STEP_LLM), copy.SYS_EXC_RECOVERY_LLM)
+        self.assertEqual(copy.system_exception_recovery(STEP_TMS_CABIN), copy.SYS_EXC_RECOVERY_CABIN)
+        self.assertEqual(copy.system_exception_recovery(STEP_GROUP), copy.SYS_EXC_RECOVERY_GROUP)
+
+    def test_impact_by_step(self) -> None:
+        self.assertEqual(copy.system_exception_impact(STEP_LLM_NO_TICKET), copy.IMPACT_LLM_NO_TICKET)
+        self.assertEqual(copy.system_exception_impact(STEP_LLM), copy.IMPACT_LLM)
+        self.assertEqual(copy.system_exception_impact(STEP_TMS_QUOTE), copy.IMPACT_TMS_QUOTE)
+        self.assertEqual(copy.system_exception_impact(STEP_TMS_CABIN), copy.IMPACT_TMS_CABIN)
+        self.assertEqual(copy.system_exception_impact(STEP_GROUP), copy.IMPACT_GROUP)
+
+
+class TestSystemExceptionRules(unittest.TestCase):
+    def test_tms_no_price_is_not_tech(self) -> None:
+        self.assertFalse(
+            is_tms_tech_failure(
+                {"ok": True, "classification": "TMS_NO_QUOTE_1002", "has_price": False}
+            )
+        )
+        self.assertFalse(
+            is_tms_tech_failure({"ok": False, "classification": "TMS_QUERY_INCOMPLETE"})
+        )
+        self.assertTrue(
+            is_tms_tech_failure({"ok": False, "classification": "TMS_TECH_FAILURE"})
+        )
+        self.assertTrue(is_tms_tech_failure({"ok": False, "error": "timeout"}))
+
+    def test_closed_or_blank_not_marked(self) -> None:
+        self.assertFalse(should_mark_ticket(work_order_no="", ticket_status=""))
+        self.assertFalse(should_mark_ticket(work_order_no="WO1", ticket_status="已关闭"))
+        self.assertTrue(should_mark_ticket(work_order_no="WO1", ticket_status="询价中"))
+        self.assertTrue(should_mark_ticket(work_order_no="WO1", ticket_status="转人工"))
+        self.assertTrue(should_mark_ticket(work_order_no="WO1", ticket_status="已成交"))
+
+    def test_extract_work_order_nos(self) -> None:
+        self.assertEqual(extract_work_order_nos("请看 WO202609210001"), ["WO202609210001"])
+        self.assertEqual(extract_work_order_nos("虚拟 VT202609210001 不算"), [])
+
+    def test_retries_succeed_on_second(self) -> None:
+        hits = {"n": 0}
+
+        def flaky() -> dict:
+            hits["n"] += 1
+            if hits["n"] < 2:
+                return {"ok": False}
+            return {"ok": True, "value": 1}
+
+        out = call_with_retries(flaky, is_ok=lambda x: bool(x.get("ok")), attempts=3)
+        self.assertTrue(out.get("ok"))
+        self.assertEqual(hits["n"], 2)
+
+    def test_retries_keep_last_failure(self) -> None:
+        def always_fail() -> dict:
+            return {"ok": False, "classification": "TMS_TECH_FAILURE"}
+
+        out = call_with_retries(always_fail, is_ok=lambda x: bool(x.get("ok")), attempts=3)
+        self.assertFalse(out.get("ok"))
+        self.assertEqual(out.get("classification"), "TMS_TECH_FAILURE")
+
+
+class TestConfirmSystemException(unittest.TestCase):
+    def setUp(self) -> None:
+        self.ledger = MemoryLedger()
+        created = self.ledger.create_ticket(
+            sender_id="sales1",
+            business_line="SEA",
+            facts={"起运港": "上海", "目的港": "洛杉矶", "品名": "衣服"},
+        )
+        self.wo = str(created.get("work_order_no") or "")
+        self.ledger.upsert_exception_notify_user({"name": "运维甲", "wecomId": "ops-a"})
+
+    def test_no_ticket_replies_and_alerts_but_does_not_create(self) -> None:
+        replies: list[str] = []
+        queued: list[dict] = []
+
+        def enqueue(*, touser, content, dedupe_key, payload):
+            queued.append({"touser": touser, "payload": payload, "content": content})
+            return True, "ok"
+
+        before = len(self.ledger._tickets)
+        out = confirm_system_exception(
+            event=SystemExceptionEvent(
+                exception_type=TYPE_LLM,
+                step=STEP_LLM_NO_TICKET,
+                reason="模型返回空结果",
+                service="大模型识别",
+                error_code="EMPTY",
+            ),
+            ledger=self.ledger,
+            reply=replies.append,
+            enqueue=enqueue,
+            notify_ready=True,
+            now=datetime(2026, 9, 21, 10, 0, 0, tzinfo=ZoneInfo("Asia/Shanghai")),
+        )
+        self.assertTrue(out.get("ok"))
+        self.assertFalse(out.get("marked"))
+        self.assertEqual(len(self.ledger._tickets), before)
+        self.assertEqual(replies[0], copy.SYS_EXC_LLM_FALLBACK)
+        self.assertEqual(queued[0]["touser"], "ops-a")
+        card = queued[0]["payload"]["template_card"]
+        self.assertEqual(card["source"]["desc"], "询价机器人系统告警")
+        self.assertEqual(card["main_title"]["desc"], "关联工单 无")
+        values = {row["keyname"]: row["value"] for row in card["horizontal_content_list"]}
+        self.assertEqual(values["影响范围"], copy.IMPACT_LLM_NO_TICKET)
+
+    def test_mark_ticket_and_pause(self) -> None:
+        replies: list[str] = []
+        out = confirm_system_exception(
+            event=SystemExceptionEvent(
+                exception_type=TYPE_TMS,
+                step=STEP_TMS_QUOTE,
+                reason="TMS /quote/v2 接口调用失败",
+                service="TMS报价",
+                error_code="QUOTE_CALCULATION",
+                work_order_no=self.wo,
+                ticket_status="询价中",
+            ),
+            ledger=self.ledger,
+            reply=replies.append,
+            enqueue=lambda **kwargs: (True, "ok"),
+            notify_ready=False,
+        )
+        self.assertTrue(out.get("marked"))
+        ticket = self.ledger.get_ticket(work_order_no=self.wo)
+        self.assertEqual(ticket.status, "询价中")
+        self.assertEqual(ticket.system_exception, TYPE_TMS)
+        self.assertEqual(ticket.system_exception_reason, "TMS /quote/v2 接口调用失败")
+        self.assertTrue(ticket_is_paused(ticket))
+        self.assertEqual(replies[0], copy.SYS_EXC_TMS_FALLBACK)
+
+    def test_closed_ticket_not_marked(self) -> None:
+        self.ledger.transition(work_order_no=self.wo, to_status="已关闭")
+        out = confirm_system_exception(
+            event=SystemExceptionEvent(
+                exception_type=TYPE_TMS,
+                step=STEP_TMS_QUOTE,
+                reason="x",
+                service="TMS报价",
+                error_code="TIMEOUT",
+                work_order_no=self.wo,
+                ticket_status="已关闭",
+            ),
+            ledger=self.ledger,
+            reply=lambda _t: None,
+            notify_ready=False,
+        )
+        self.assertFalse(out.get("marked"))
+        ticket = self.ledger.get_ticket(work_order_no=self.wo)
+        self.assertFalse(ticket_is_paused(ticket))
+
+    def test_later_ticket_does_not_inherit_pre_ticket_exception(self) -> None:
+        confirm_system_exception(
+            event=SystemExceptionEvent(
+                exception_type=TYPE_LLM,
+                step=STEP_LLM_NO_TICKET,
+                reason="空结果",
+                service="大模型识别",
+                error_code="EMPTY",
+            ),
+            ledger=self.ledger,
+            reply=lambda _t: None,
+            notify_ready=False,
+        )
+        ticket = self.ledger.get_ticket(work_order_no=self.wo)
+        self.assertFalse(ticket_is_paused(ticket))
+
+    def test_admin_retry_tms_success_clears(self) -> None:
+        self.ledger.mark_system_exception(
+            work_order_no=self.wo,
+            system_exception=TYPE_TMS,
+            system_exception_reason="TMS /quote/v2 接口调用失败",
+            step=STEP_TMS_QUOTE,
+            payload={"conversation_kind": "private", "conversation_target": "sales1"},
+        )
+        from agent.policy.system_exception import run_admin_retry
+
+        talks: list[str] = []
+
+        def fake_send(*, kind, target, text, extra=None):
+            talks.append(text)
+
+        import agent.policy.system_exception as se
+
+        orig = se._send_to_conversation
+        se._send_to_conversation = fake_send
+        try:
+            out = run_admin_retry(self.wo, ledger=self.ledger)
+        finally:
+            se._send_to_conversation = orig
+        self.assertTrue(out.get("ok"))
+        ticket = self.ledger.get_ticket(work_order_no=self.wo)
+        self.assertFalse(ticket_is_paused(ticket))
+        self.assertEqual(ticket.status, "已报价")
+        self.assertTrue(ticket.quote)
+        self.assertTrue(any("TMS已恢复" in x for x in talks))
+        joined = "\n".join(talks)
+        self.assertTrue("USD" in joined or "拉产品" in joined or "已报价" in joined)
+
+    def test_admin_retry_cabin_lock_runs_lock(self) -> None:
+        self.ledger.mark_system_exception(
+            work_order_no=self.wo,
+            system_exception=TYPE_TMS,
+            system_exception_reason="空运锁舱接口调用失败",
+            step=STEP_TMS_CABIN,
+            payload={
+                "conversation_kind": "group",
+                "conversation_target": "chat-air",
+                "extra": {"option_no": "AIR-OPT-01", "instruction": "锁舱"},
+            },
+        )
+        hits = {"n": 0}
+        orig_lock = self.ledger.lock_cabin
+
+        def counted(**kwargs):
+            hits["n"] += 1
+            return orig_lock(**kwargs)
+
+        self.ledger.lock_cabin = counted  # type: ignore[method-assign]
+        from agent.policy.system_exception import run_admin_retry
+
+        talks: list[str] = []
+        import agent.policy.system_exception as se
+
+        orig = se._send_to_conversation
+        se._send_to_conversation = lambda **kwargs: talks.append(str(kwargs.get("text") or ""))
+        try:
+            out = run_admin_retry(self.wo, ledger=self.ledger)
+        finally:
+            se._send_to_conversation = orig
+        self.assertTrue(out.get("ok"))
+        self.assertGreaterEqual(hits["n"], 1)
+        ticket = self.ledger.get_ticket(work_order_no=self.wo)
+        self.assertFalse(ticket_is_paused(ticket))
+        self.assertTrue(any("空运舱位接口已恢复" in x for x in talks))
+
+    def test_extract_tech_fail_when_model_errors(self) -> None:
+        from agent.llm.extract_text import extract_inquiry_snapshot
+
+        class Boom:
+            ok = False
+            error = "timeout"
+            tool_calls = []
+            content = ""
+
+        snap = extract_inquiry_snapshot("上海到洛杉矶衣服", allow_b=True, chat_fn=lambda **_k: Boom())
+        self.assertTrue(snap.get("tech_fail"))
+        self.assertEqual(snap.get("tech_error"), "timeout")
+
+
+if __name__ == "__main__":
+    unittest.main()

inquiry-api/jeecg-module-inquiry/src/main/java/org/jeecg/modules/inquiry/controller/InquiryAgentController.java

@@ -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,

inquiry-api/jeecg-module-inquiry/src/main/java/org/jeecg/modules/inquiry/entity/InquiryTicket.java

@@ -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;
 

inquiry-api/jeecg-module-inquiry/src/main/java/org/jeecg/modules/inquiry/mapper/InquiryExceptionNotifyMapper.java

@@ -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();
+}

inquiry-api/jeecg-module-inquiry/src/main/java/org/jeecg/modules/inquiry/service/IInquiryWorkOrderService.java

@@ -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。
      */

inquiry-api/jeecg-module-inquiry/src/main/java/org/jeecg/modules/inquiry/service/impl/InquiryQuoteTemplateServiceImpl.java

@@ -797,7 +797,7 @@ public class InquiryQuoteTemplateServiceImpl extends ServiceImpl<InquiryQuoteTem
         out.put("destination", first(src, "目的地", "目的港", "destination", "pod"));
         out.put("commodity", first(src, "品名", "货物品名", "commodity"));
         out.put("vehicle_qty", first(src, "车型/数量", "车型"));
-        // 海运七项：合同键是 quantity / fcl_or_lcl / container_type_qty，工单事实是中文键
+        // 海运询价栏：合同键是 quantity / fcl_or_lcl / container_type_qty / trade_terms，工单事实是中文键
         out.put("quantity", first(src, "货量", "货物数量", "quantity"));
         out.put("fcl_or_lcl", first(src, "整柜或拼柜", "fcl_or_lcl"));
         out.put("container_type_qty", first(src, "箱型箱量", "container_type_qty"));
@@ -806,6 +806,7 @@ public class InquiryQuoteTemplateServiceImpl extends ServiceImpl<InquiryQuoteTem
         out.put("volume_cbm", first(src, "体积", "volume_cbm"));
         out.put("quote_date", first(src, "报价日期", "quote_date", "询价日期"));
         out.put("trade_terms", first(src, "贸易条款", "trade_terms"));
+        out.put("运输分类", first(src, "运输分类"));
         out.put("cargo_ready_date", first(src, "货好时间", "cargo_ready_date"));
         out.put("hs_code", first(src, "商品海关编码", "HS编码", "海关编码", "hs_code"));
         String oil = first(src, "是否含油", "has_oil");

inquiry-api/jeecg-module-inquiry/src/main/java/org/jeecg/modules/inquiry/service/impl/InquiryResponseTimeoutServiceImpl.java

@@ -41,6 +41,7 @@ public class InquiryResponseTimeoutServiceImpl
     private static final Map<String, String> ID_TO_TIMEOUT_CODE = new LinkedHashMap<>();
 
     static {
+        // 陆运产品仅保留 4 项运输分类（与线路解耦）；旧逗号写法一次性纠偏
         LAND_PRODUCT_TYPE_RENAMES.put(
                 "普件，中港、东南亚常用线路/常规车型",
                 "普件(东南亚、中港常用线路/常规车型)");
@@ -50,12 +51,6 @@ public class InquiryResponseTimeoutServiceImpl
         LAND_PRODUCT_TYPE_RENAMES.put(
                 "普件，中亚、中欧、东南亚涉及境外段清派等特殊要求",
                 "普件(东南亚、中亚、中欧涉及境外段清派等特殊要求)");
-        LAND_PRODUCT_TYPE_RENAMES.put(
-                "普件，常用线路/常规车型",
-                "普件(常用线路/常规车型)");
-        LAND_PRODUCT_TYPE_RENAMES.put(
-                "普件，非常用线路/临时线路/特种车型",
-                "普件(非常用线路/临时线路/特种车型)");
 
         ID_TO_TIMEOUT_CODE.put("rt100000000000000000000000000001", "air_sales");
         ID_TO_TIMEOUT_CODE.put("rt100000000000000000000000000002", "air_route");
@@ -63,19 +58,11 @@ public class InquiryResponseTimeoutServiceImpl
         ID_TO_TIMEOUT_CODE.put("rt100000000000000000000000000004", "land_sales");
         ID_TO_TIMEOUT_CODE.put("rt100000000000000000000000000005", "sea_product_ptp");
         ID_TO_TIMEOUT_CODE.put("rt100000000000000000000000000006", "sea_product_other");
+        // 陆运产品运输分类 4 项（编码沿用 land_hk_*，勿再按线路拆 ltl/city/sea）
         ID_TO_TIMEOUT_CODE.put("rt100000000000000000000000000007", "land_hk_common");
         ID_TO_TIMEOUT_CODE.put("rt100000000000000000000000000008", "land_hk_cross");
         ID_TO_TIMEOUT_CODE.put("rt100000000000000000000000000009", "land_hk_special");
         ID_TO_TIMEOUT_CODE.put("rt100000000000000000000000000010", "land_hk_express");
-        ID_TO_TIMEOUT_CODE.put("rt100000000000000000000000000011", "land_ltl_common");
-        ID_TO_TIMEOUT_CODE.put("rt100000000000000000000000000012", "land_ltl_special");
-        ID_TO_TIMEOUT_CODE.put("rt100000000000000000000000000013", "land_ltl_express");
-        ID_TO_TIMEOUT_CODE.put("rt100000000000000000000000000014", "land_city_common");
-        ID_TO_TIMEOUT_CODE.put("rt100000000000000000000000000015", "land_city_special");
-        ID_TO_TIMEOUT_CODE.put("rt100000000000000000000000000016", "land_city_express");
-        ID_TO_TIMEOUT_CODE.put("rt100000000000000000000000000017", "land_sea_common");
-        ID_TO_TIMEOUT_CODE.put("rt100000000000000000000000000018", "land_sea_special");
-        ID_TO_TIMEOUT_CODE.put("rt100000000000000000000000000019", "land_sea_express");
     }
 
     /** 本进程内只纠偏一次，避免每次打开系统设置都打 UPDATE */

inquiry-api/jeecg-module-inquiry/src/main/java/org/jeecg/modules/inquiry/service/impl/InquiryWorkOrderServiceImpl.java

@@ -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;
     }
 

inquiry-api/jeecg-module-inquiry/src/main/java/org/jeecg/modules/inquiry/support/AgentSystemExceptionRetryClient.java

@@ -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;
+        }
+    }
+}

inquiry-api/jeecg-module-inquiry/src/main/java/org/jeecg/modules/inquiry/template/QuoteTemplateExcelSupport.java

@@ -2484,7 +2484,7 @@ public final class QuoteTemplateExcelSupport {
         }
         String[] markers = {
                 "起运港", "目的港", "询价日期", "品名", "货物数量", "整柜或拼柜", "箱型箱量",
-                "贸易条款", "货好时间", "商品海关编码", "是否含油", "提货地址", "送货地址", "报价有效期", "费用总计",
+                "贸易条款", "运输分类", "货好时间", "商品海关编码", "是否含油", "提货地址", "送货地址", "报价有效期", "费用总计",
                 "始发港", "目的地", "Inquiry Date", "Commodity", "Place of Receipt"
         };
         for (String m : markers) {

inquiry-api/jeecg-module-inquiry/src/main/java/org/jeecg/modules/inquiry/tms/InquiryTmsQueryService.java

@@ -93,6 +93,11 @@ public class InquiryTmsQueryService {
             if (items != null) {
                 segment.put("containerItems", items);
             }
+            segment.put("transportTerms", first(
+                    facts.get("贸易条款"),
+                    facts.get("trade_terms"),
+                    facts.get("transportTerms"),
+                    facts.get("tradeTerms")));
         } else if ("LAND".equals(line)) {
             // 陆运不套空运包装/件数；分类和中港装载只在工单，mapper 不会放进出站。
             segment.putAll(TmsLandSegmentMapper.build(facts));
@@ -556,6 +561,10 @@ public class InquiryTmsQueryService {
                         appendFeeLineFromRow(buckets.get(bucket), (Map<?, ?>) one, headerCurrency);
                     }
                 }
+                String bucketTotal = firstText(row.get("totalCostPrice"), row.get("total_cost_price"));
+                if (StringUtils.isNotBlank(bucketTotal)) {
+                    quote.put("fee_total_" + bucket, bucketTotal);
+                }
             }
         }
         for (Map.Entry<String, List<Map<String, String>>> e : buckets.entrySet()) {
@@ -623,8 +632,8 @@ public class InquiryTmsQueryService {
      * 对不上机场也要查，TMS 自己回无价或 1003。
      */
     /**
-     * 海运出站必填：工单号、报价日期、起运/目的名称、品名、货量、整柜或拼柜、箱型箱量。
-     * 不要求机场三字码、件数、重量、体积、包装。
+     * 海运出站必填：工单号、报价日期、起运/目的名称、品名、货量、整柜或拼柜、箱型箱量、贸易条款。
+     * 不要求机场三字码、件数、重量、体积、包装；运输分类不进出站。
      */
     private static List<String> missingSeaQuery(String workOrderNo, String quoteDate,
                                                 Map<String, Object> segment, Map<String, Object> facts) {
@@ -649,6 +658,10 @@ public class InquiryTmsQueryService {
         if (blank(facts.get("箱型箱量"))) {
             missing.add("箱型箱量");
         }
+        if (blank(facts.get("贸易条款")) && blank(facts.get("trade_terms"))
+                && blank(facts.get("transportTerms")) && blank(facts.get("tradeTerms"))) {
+            missing.add("贸易条款");
+        }
         return missing;
     }
 

inquiry-api/jeecg-module-inquiry/src/main/java/org/jeecg/modules/inquiry/tms/TmsV2RequestMapper.java

@@ -113,6 +113,8 @@ public final class TmsV2RequestMapper {
         }
         put(target, "containerType", type);
         put(target, "containerQty", asInteger(qty));
+        // TMS 查询字段是 transportTerms。工单/卡片仍写「贸易条款」，这里只改出站名。
+        put(target, "transportTerms", first(source, "transportTerms", "tradeTerms", "贸易条款", "trade_terms"));
     }
 
     /**

inquiry-api/jeecg-module-inquiry/src/main/resources/db/migration_inq_response_timeout_code_v1.sql

@@ -19,15 +19,7 @@ UPDATE `inq_response_timeout` SET `timeout_code`='land_hk_common' WHERE `id`='rt
 UPDATE `inq_response_timeout` SET `timeout_code`='land_hk_cross' WHERE `id`='rt100000000000000000000000000008' AND (`timeout_code` IS NULL OR `timeout_code`='');
 UPDATE `inq_response_timeout` SET `timeout_code`='land_hk_special' WHERE `id`='rt100000000000000000000000000009' AND (`timeout_code` IS NULL OR `timeout_code`='');
 UPDATE `inq_response_timeout` SET `timeout_code`='land_hk_express' WHERE `id`='rt100000000000000000000000000010' AND (`timeout_code` IS NULL OR `timeout_code`='');
-UPDATE `inq_response_timeout` SET `timeout_code`='land_ltl_common' WHERE `id`='rt100000000000000000000000000011' AND (`timeout_code` IS NULL OR `timeout_code`='');
-UPDATE `inq_response_timeout` SET `timeout_code`='land_ltl_special' WHERE `id`='rt100000000000000000000000000012' AND (`timeout_code` IS NULL OR `timeout_code`='');
-UPDATE `inq_response_timeout` SET `timeout_code`='land_ltl_express' WHERE `id`='rt100000000000000000000000000013' AND (`timeout_code` IS NULL OR `timeout_code`='');
-UPDATE `inq_response_timeout` SET `timeout_code`='land_city_common' WHERE `id`='rt100000000000000000000000000014' AND (`timeout_code` IS NULL OR `timeout_code`='');
-UPDATE `inq_response_timeout` SET `timeout_code`='land_city_special' WHERE `id`='rt100000000000000000000000000015' AND (`timeout_code` IS NULL OR `timeout_code`='');
-UPDATE `inq_response_timeout` SET `timeout_code`='land_city_express' WHERE `id`='rt100000000000000000000000000016' AND (`timeout_code` IS NULL OR `timeout_code`='');
-UPDATE `inq_response_timeout` SET `timeout_code`='land_sea_common' WHERE `id`='rt100000000000000000000000000017' AND (`timeout_code` IS NULL OR `timeout_code`='');
-UPDATE `inq_response_timeout` SET `timeout_code`='land_sea_special' WHERE `id`='rt100000000000000000000000000018' AND (`timeout_code` IS NULL OR `timeout_code`='');
-UPDATE `inq_response_timeout` SET `timeout_code`='land_sea_express' WHERE `id`='rt100000000000000000000000000019' AND (`timeout_code` IS NULL OR `timeout_code`='');
+-- 陆运产品仅 4 项；ltl/city/sea 重复行已由 migration_inq_response_timeout_land_class_v2.sql 删除
 
 -- 3) 唯一索引（列已全部非空后再建；若仍有 NULL 会失败）
 UPDATE `inq_response_timeout` SET `timeout_code`=CONCAT('rt_', `id`) WHERE `timeout_code` IS NULL OR `timeout_code`='';

inquiry-api/jeecg-module-inquiry/src/main/resources/db/migration_inq_response_timeout_land_class_v2.sql

@@ -0,0 +1,59 @@
+-- 陆运产品运输分类：只保留产品确认的 4 项，删除按线路重复的 ltl/city/sea 共 9 条。
+-- 保留 land_hk_common / land_hk_cross / land_hk_special / land_hk_express，清空 route_category（分类与线路解耦）。
+-- 仅改 inquiry_robot；幂等可重复执行。
+
+SET NAMES utf8mb4;
+
+-- 1) 删除按线路拆开的重复产品行
+DELETE FROM `inq_response_timeout`
+ WHERE `timeout_code` IN (
+   'land_ltl_common','land_ltl_special','land_ltl_express',
+   'land_city_common','land_city_special','land_city_express',
+   'land_sea_common','land_sea_special','land_sea_express'
+ );
+
+DELETE FROM `inq_response_timeout`
+ WHERE `id` IN (
+   'rt100000000000000000000000000011',
+   'rt100000000000000000000000000012',
+   'rt100000000000000000000000000013',
+   'rt100000000000000000000000000014',
+   'rt100000000000000000000000000015',
+   'rt100000000000000000000000000016',
+   'rt100000000000000000000000000017',
+   'rt100000000000000000000000000018',
+   'rt100000000000000000000000000019'
+ );
+
+-- 2) 保留的 4 项：分类与线路解耦，route_category 置空；文案对齐产品确认
+UPDATE `inq_response_timeout`
+   SET `route_category`='',
+       `transport_type`='普件(东南亚、中港常用线路/常规车型)',
+       `update_by`='system',
+       `update_time`=NOW()
+ WHERE `id`='rt100000000000000000000000000007'
+    OR `timeout_code`='land_hk_common';
+
+UPDATE `inq_response_timeout`
+   SET `route_category`='',
+       `transport_type`='普件(东南亚、中亚、中欧涉及国内+国外段)',
+       `update_by`='system',
+       `update_time`=NOW()
+ WHERE `id`='rt100000000000000000000000000008'
+    OR `timeout_code`='land_hk_cross';
+
+UPDATE `inq_response_timeout`
+   SET `route_category`='',
+       `transport_type`='普件(东南亚、中亚、中欧涉及境外段清派等特殊要求)',
+       `update_by`='system',
+       `update_time`=NOW()
+ WHERE `id`='rt100000000000000000000000000009'
+    OR `timeout_code`='land_hk_special';
+
+UPDATE `inq_response_timeout`
+   SET `route_category`='',
+       `transport_type`='急件',
+       `update_by`='system',
+       `update_time`=NOW()
+ WHERE `id`='rt100000000000000000000000000010'
+    OR `timeout_code`='land_hk_express';

inquiry-api/jeecg-module-inquiry/src/main/resources/db/migration_inq_ticket_system_exception_ctx_v1.sql

@@ -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;

inquiry-api/jeecg-module-inquiry/src/test/java/org/jeecg/modules/inquiry/template/QuoteTemplateFillTest.java

@@ -291,6 +291,8 @@ public class QuoteTemplateFillTest {
         facts.put("货量", "15件");
         facts.put("整柜或拼柜", "整柜");
         facts.put("箱型箱量", "20GP*1");
+        facts.put("贸易条款", "FOB");
+        facts.put("运输分类", "Port to Port");
         facts.put("报价日期", "2026-09-15");
         Map<String, Object> quote = new HashMap<>();
         quote.put("total", "2287.65");
@@ -306,9 +308,50 @@ public class QuoteTemplateFillTest {
         assertEquals("15件", out.getString("quantity"));
         assertEquals("整柜", out.getString("fcl_or_lcl"));
         assertEquals("20GP*1", out.getString("container_type_qty"));
+        assertEquals("FOB", out.getString("trade_terms"));
+        assertEquals("Port to Port", out.getString("运输分类"));
         assertEquals("2287.65", out.getString("total_amount"));
     }
 
+    /**
+     * 海运询价栏：贸易条款、运输分类按标签右侧原文写入。
+     * 标签格子本身不能被港口/分类值盖掉。
+     */
+    @Test
+    public void seaInquiryWritesTradeTermsAndClassByLabel() throws Exception {
+        Path src = Files.createTempFile("quote-sea-class-src", ".xlsx");
+        Path out = Files.createTempFile("quote-sea-class-out", ".xlsx");
+        try (Workbook wb = new XSSFWorkbook()) {
+            Sheet sheet = wb.createSheet("海运询价单");
+            row(sheet, 8).createCell(0).setCellValue("贸易条款");
+            row(sheet, 9).createCell(0).setCellValue("运输分类");
+            try (java.io.OutputStream os = Files.newOutputStream(src)) {
+                wb.write(os);
+            }
+        }
+        Map<String, Object> ticket = new HashMap<>();
+        ticket.put("贸易条款", "FOB");
+        ticket.put("运输分类", "Port to Port");
+        ticket.put("起运港", "DONGGUAN");
+        JSONObject facts = org.jeecg.modules.inquiry.service.impl.InquiryQuoteTemplateServiceImpl
+                .buildFillFacts("WO202609200010", ticket, new HashMap<>(), "WuJiLin");
+        assertEquals("FOB", facts.getString("trade_terms"));
+        assertEquals("Port to Port", facts.getString("运输分类"));
+        JSONObject mapping = new JSONObject();
+        mapping.put("fields", new JSONObject());
+        QuoteTemplateExcelSupport.fillWorkbook(src, out, mapping, facts);
+        try (Workbook filled = new XSSFWorkbook(Files.newInputStream(out))) {
+            Sheet sheet = filled.getSheetAt(0);
+            assertEquals("贸易条款", read(sheet, 8, 0));
+            assertEquals("FOB", read(sheet, 8, 1));
+            assertEquals("运输分类", read(sheet, 9, 0));
+            assertEquals("Port to Port", read(sheet, 9, 1));
+        } finally {
+            Files.deleteIfExists(src);
+            Files.deleteIfExists(out);
+        }
+    }
+
     @Test
     public void buildFillFactsProjectsCollabFields() {
         Map<String, Object> facts = new HashMap<>();

inquiry-api/jeecg-module-inquiry/src/test/java/org/jeecg/modules/inquiry/tms/TmsQuoteCurrencyTest.java

@@ -182,4 +182,42 @@ public class TmsQuoteCurrencyTest {
         assertTrue(quote.get("fee_lines").contains("运输费"));
         assertTrue(quote.get("fee_lines").contains("2800"));
     }
+
+    @Test
+    public void toAgentQuoteKeepsSeaBucketTotals() {
+        Map<String, Object> pol = new HashMap<>();
+        pol.put("feeName", "操作费");
+        pol.put("amount", 1020);
+        pol.put("currency", "CNY");
+        Map<String, Object> polWrap = new java.util.LinkedHashMap<>();
+        polWrap.put("polCostItems", Collections.singletonList(pol));
+        polWrap.put("totalCostPrice", 1070);
+        Map<String, Object> ocean = new HashMap<>();
+        ocean.put("feeName", "海运费");
+        ocean.put("amount", 575);
+        ocean.put("currency", "USD");
+        Map<String, Object> oceanWrap = new java.util.LinkedHashMap<>();
+        oceanWrap.put("oceanCostItems", Collections.singletonList(ocean));
+        oceanWrap.put("totalCostPrice", 4038);
+        Map<String, Object> pod = new HashMap<>();
+        pod.put("feeName", "文件费");
+        pod.put("amount", 450);
+        pod.put("currency", "CNY");
+        Map<String, Object> podWrap = new java.util.LinkedHashMap<>();
+        podWrap.put("podCostItems", Collections.singletonList(pod));
+        podWrap.put("totalCostPrice", 470);
+        Map<String, Object> data = new HashMap<>();
+        data.put("quoteFound", true);
+        data.put("totalCostPrice", 6952.77);
+        data.put("currency", "CNY");
+        data.put("feeItems", java.util.Arrays.asList(polWrap, oceanWrap, podWrap));
+        Map<String, Object> tms = new HashMap<>();
+        tms.put("code", 1);
+        tms.put("tmsData", data);
+        Map<String, String> quote = InquiryTmsQueryService.toAgentQuote(tms);
+        assertEquals("1070", quote.get("fee_total_polCostItems"));
+        assertEquals("4038", quote.get("fee_total_oceanCostItems"));
+        assertEquals("470", quote.get("fee_total_podCostItems"));
+        assertTrue(quote.get("fee_rows_oceanCostItems").contains("575"));
+    }
 }

inquiry-api/jeecg-module-inquiry/src/test/java/org/jeecg/modules/inquiry/tms/TmsV2RequestMapperTest.java

@@ -130,4 +130,30 @@ public class TmsV2RequestMapperTest {
         assertFalse(segs.get(0).containsKey("landRouteCategory"));
         assertFalse(segs.get(0).containsKey("landClass"));
     }
+
+    @Test
+    public void seaSendsTransportTermsOmitsClass() {
+        Map<String, Object> seg = new HashMap<>();
+        seg.put("origin", "上海");
+        seg.put("destination", "洛杉矶");
+        seg.put("cargoName", "普货");
+        seg.put("cargoQty", "20吨");
+        seg.put("loadType", "整柜");
+        seg.put("containerSpec", "1x40HQ");
+        // 测服 WO202609200019：工单仍是贸易条款，出站必须写成 transportTerms，不能写 tradeTerms。
+        seg.put("贸易条款", "4");
+        seg.put("运输分类", "Port to Port");
+        Map<String, Object> internal = new HashMap<>();
+        internal.put("transportMode", "SEA");
+        internal.put("quoteDate", "2026-09-15");
+        internal.put("segments", Collections.singletonList(seg));
+        Map<String, Object> body = TmsV2RequestMapper.quote(internal);
+        @SuppressWarnings("unchecked")
+        List<Map<String, Object>> segs = (List<Map<String, Object>>) body.get("segments");
+        assertEquals("4", segs.get(0).get("transportTerms"));
+        assertFalse(segs.get(0).containsKey("tradeTerms"));
+        assertFalse(segs.get(0).containsKey("贸易条款"));
+        assertFalse(segs.get(0).containsKey("运输分类"));
+        assertFalse(body.containsKey("运输分类"));
+    }
 }

inquiry-backend/src/views/inquiry/systemSetting/index.vue

@@ -4,7 +4,7 @@
  * 海运 / 空运 / 陆运同页自上而下分块展示，只允许改超时小时；无增删、无 Tab。
  * 「编码」= timeoutCode，每条唯一（如 sea_sales / land_hk_express），供智能体单码调用；只读。
  * roleCode（销售/产品）仅为角色维度，可重复，不是调用主键。
- * 不展示线路类别（维度仍在主账，仅后台列表隐藏）。
+ * 陆运产品运输分类仅 4 项（与线路解耦）；不展示线路类别。
  * 数据来自主账 inq_response_timeout；本页不做工单超时判定。
  */
 import { computed, onMounted, ref } from 'vue';

inquiry-backend/src/views/inquiry/workOrder/index.vue

@@ -598,7 +598,7 @@ function refresh() {
               <td class="align-top col-actions col-sticky-right">
                 <div class="ticket-row-actions">
                   <button
-                    v-if="row.systemException !== '-'"
+                    v-if="row.systemException !== '-' && row.status !== '已关闭'"
                     class="link-action"
                     type="button"
                     @click="retryTicket(row)"
@@ -640,6 +640,14 @@ function refresh() {
   >
     <template #titleExtra>
       <span v-if="current" class="ticket-detail-no">{{ current.id }}</span>
+      <button
+        v-if="current && current.systemException !== '-' && current.status !== '已关闭'"
+        class="link-action"
+        type="button"
+        @click="retryTicket(current)"
+      >
+        重试
+      </button>
     </template>
     <div v-if="current" class="ticket-detail">
       <section class="ticket-detail-section">