fix: 事件异常测服会话和卡片不加 [test]

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

@@ -256,6 +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/__init__.py

@@ -112,6 +112,7 @@ class WorkerRuntime:
             threading.Thread(target=self._archive_loop, name="archive-loop", daemon=True),
             threading.Thread(target=self._wshoto_poll_loop, name="wshoto-poll", daemon=True),
             threading.Thread(target=self._deal_followup_loop, name="deal-followup", daemon=True),
+            threading.Thread(target=self._event_exception_loop, name="event-exception", daemon=True),
             threading.Thread(target=self._pdf_loop, name="pdf-loop", daemon=True),
         ]
         for t in self._threads:
@@ -290,6 +291,22 @@ class WorkerRuntime:
                 logger.exception("协商再问轮询失败")
             self._stop.wait(60.0)
 
+    def _event_exception_loop(self) -> None:
+        """
+        HTTP 槽巡检事件异常。独立线程，不占回调、不与 soffice 串队。
+        """
+        from agent.jobs.event_exception_poll import poll_event_exceptions
+
+        while not self._stop.is_set():
+            try:
+                self.http_jobs.run(
+                    lambda: poll_event_exceptions(settings=self.settings),
+                    label="event-exception",
+                )
+            except Exception:
+                logger.exception("事件异常巡检失败")
+            self._stop.wait(60.0)
+
     def _pdf_loop(self) -> None:
         """仅 LibreOffice 单槽消费 PDF Stream。"""
         if not self.redis:

inquiry-agent/agent/jobs/deal_followup_poll.py

@@ -39,14 +39,14 @@ def poll_due_negotiate(*, ledger: Any = None, settings: Optional[Settings] = Non
         if not isinstance(row, dict):
             continue
         try:
-            if _reask_one(row, settings=cfg):
+            if _reask_one(row, settings=cfg, ledger=book):
                 sent += 1
         except Exception:
             logger.exception("协商再问失败 wo=%s", row.get("work_order_no") or row.get("workOrderNo"))
     return sent
 
 
-def _reask_one(row: dict[str, Any], *, settings: Settings) -> bool:
+def _reask_one(row: dict[str, Any], *, settings: Settings, ledger: Any = None) -> bool:
     no = str(row.get("work_order_no") or row.get("workOrderNo") or "").strip()
     if not no:
         return False
@@ -68,7 +68,9 @@ def _reask_one(row: dict[str, Any], *, settings: Settings) -> bool:
         )
         if not ok:
             logger.warning("协商再问原群失败且不补发私聊 wo=%s chat=%s", no, chat_id)
-        return ok
+            return False
+        _start_deal_wait(ledger, no)
+        return True
     if not sales:
         logger.warning("协商再问无销售 userid wo=%s", no)
         return False
@@ -84,7 +86,16 @@ def _reask_one(row: dict[str, Any], *, settings: Settings) -> bool:
     )
     if not ok:
         logger.warning("协商再问私聊入队失败 wo=%s info=%s", no, info)
-    return bool(ok)
+        return False
+    _start_deal_wait(ledger, no)
+    return True
+
+
+def _start_deal_wait(ledger: Any, work_order_no: str) -> None:
+    """再问发出后重新盯成交跟进。ledger 可空。"""
+    from agent.policy.event_exception import WAIT_DEAL, start_wait
+
+    start_wait(ledger, work_order_no=work_order_no, wait_kind=WAIT_DEAL)
 
 
 def _send_group_reask(

inquiry-agent/agent/jobs/event_exception_poll.py

@@ -0,0 +1,269 @@
+"""
+事件异常巡检：Worker HTTP 槽轮询到点工单并告警。
+
+本文件职责：读主账等待、按工作日对照超时小时、会话喊人、可选应用卡片、再记摘要。
+禁止：回调线程调用；占 LibreOffice 槽；改六态；反复催已告警的等待。
+"""
+
+from __future__ import annotations
+
+import logging
+from datetime import datetime
+from typing import Any, Callable, Optional
+
+from agent.config import Settings, get_settings
+from agent.policy import inquiry_copy as copy
+from agent.policy.deal_followup import SHANGHAI, workday_elapsed_hours
+from agent.policy.event_exception import (
+    card_title,
+    conversation_of,
+    exception_type,
+    pick_app_targets,
+    pick_mentions,
+    timeout_code,
+)
+
+logger = logging.getLogger(__name__)
+
+SendGroupFn = Callable[..., bool]
+EnqueueFn = Callable[..., tuple[bool, str]]
+TimeoutLookupFn = Callable[..., dict[str, Any]]
+
+
+def _parse_started(raw: Any) -> Optional[datetime]:
+    text = str(raw or "").strip()
+    if not text:
+        return None
+    text = text.replace("T", " ")[:19]
+    try:
+        naive = datetime.strptime(text, "%Y-%m-%d %H:%M:%S")
+        return naive.replace(tzinfo=SHANGHAI)
+    except ValueError:
+        return None
+
+
+def _hours_of(row: dict[str, Any]) -> float:
+    try:
+        return float(row.get("timeoutHours") if row.get("timeoutHours") is not None else row.get("timeout_hours") or 0)
+    except (TypeError, ValueError):
+        return 0.0
+
+
+def poll_event_exceptions(
+    *,
+    ledger: Any = None,
+    settings: Optional[Settings] = None,
+    now: Optional[datetime] = None,
+    enqueue: Optional[EnqueueFn] = None,
+    send_group: Optional[SendGroupFn] = None,
+    timeout_lookup: Optional[TimeoutLookupFn] = None,
+    notify_ready: Optional[bool] = None,
+) -> int:
+    """
+    巡检未告警等待。返回本轮成功记下异常的工单数。
+
+    会话成功才 record；卡片失败不影响会话。禁止进企微回调线程。
+    """
+    cfg = settings or get_settings()
+    book = ledger
+    if book is None:
+        if str(getattr(cfg, "ledger_backend", "http") or "http").lower() == "memory":
+            return 0
+        from agent.ledger.http_ledger import HttpLedger
+
+        book = HttpLedger()
+    lister = getattr(book, "list_event_waits", None)
+    if not callable(lister):
+        return 0
+    stamp = now or datetime.now(SHANGHAI)
+    if stamp.tzinfo is None:
+        stamp = stamp.replace(tzinfo=SHANGHAI)
+    # 测服会话/卡片也不加 [test]，与销售询价正文一致。
+    test_prefix = False
+    lookup = timeout_lookup or getattr(book, "get_timeout_by_code", None)
+    ready = notify_app_flag(notify_ready)
+    sent = 0
+    for row in lister() or []:
+        if not isinstance(row, dict):
+            continue
+        try:
+            if _handle_one(
+                row,
+                book=book,
+                now=stamp,
+                test_prefix=test_prefix,
+                enqueue=enqueue,
+                send_group=send_group,
+                timeout_lookup=lookup,
+                notify_ready=ready,
+                settings=cfg,
+            ):
+                sent += 1
+        except Exception:
+            logger.exception(
+                "事件异常巡检失败 wo=%s",
+                row.get("work_order_no") or row.get("workOrderNo"),
+            )
+    return sent
+
+
+def notify_app_flag(override: Optional[bool]) -> bool:
+    if override is not None:
+        return bool(override)
+    from agent.policy.deal_outcome import notify_app_ready
+
+    return notify_app_ready()
+
+
+def _handle_one(
+    row: dict[str, Any],
+    *,
+    book: Any,
+    now: datetime,
+    test_prefix: bool,
+    enqueue: Optional[EnqueueFn],
+    send_group: Optional[SendGroupFn],
+    timeout_lookup: Any,
+    notify_ready: bool,
+    settings: Settings,
+) -> bool:
+    no = str(row.get("work_order_no") or row.get("workOrderNo") or "").strip()
+    kind = str(row.get("event_wait_kind") or row.get("eventWaitKind") or "").strip()
+    if not no or not kind:
+        return False
+    line = str(row.get("business_line") or row.get("businessLine") or "").strip()
+    facts = dict(row.get("facts") or {})
+    klass = str(facts.get("运输分类") or facts.get("transportType") or "").strip()
+    code = timeout_code(wait_kind=kind, business_line=line, transport_class=klass)
+    if not code or not callable(timeout_lookup):
+        return False
+    timeout_row = timeout_lookup(timeout_code=code) or {}
+    if not timeout_row.get("found"):
+        return False
+    hours = _hours_of(timeout_row)
+    if hours <= 0:
+        return False
+    started = _parse_started(row.get("event_wait_started_at") or row.get("eventWaitStartedAt"))
+    if started is None:
+        return False
+    if workday_elapsed_hours(started, now) < hours:
+        return False
+    watchers = [dict(x) for x in (row.get("watchers") or []) if isinstance(x, dict)]
+    sales = next((dict(w) for w in watchers if str(w.get("roleCode") or "").lower() in {"sales", ""}), None)
+    if sales is None:
+        sales = {
+            "wecomId": str(row.get("sales_wecom_id") or row.get("salesWecomId") or "").strip(),
+            "name": str(row.get("sales_name") or row.get("salesName") or "销售").strip() or "销售",
+            "roleCode": "sales",
+            "notifyEventException": 0,
+        }
+    people = pick_mentions(wait_kind=kind, sales=sales, members=watchers, business_line=line)
+    names = [str(p.get("name") or "").strip() for p in people if str(p.get("name") or "").strip()]
+    chat_id = str(row.get("collab_chat_id") or row.get("collabChatId") or "").strip()
+    where = conversation_of(wait_kind=kind, collab_chat_id=chat_id)
+    mention = where == "group"
+    text = copy.event_exception_session_text(
+        exception_type=exception_type(kind),
+        work_order_no=no,
+        names=names,
+        hours=hours,
+        mention=mention,
+        test_prefix=test_prefix,
+    )
+    ok_session = False
+    if where == "group":
+        if not chat_id:
+            logger.warning("事件异常无协同群 wo=%s kind=%s", no, kind)
+            return False
+        sender = send_group or _default_send_group
+        ok_session = bool(sender(chat_id=chat_id, content=text, business_line=line))
+    else:
+        uid = str((people[0].get("wecomId") if people else "") or sales.get("wecomId") or "").strip()
+        if not uid:
+            logger.warning("事件异常无私聊对象 wo=%s kind=%s", no, kind)
+            return False
+        enq = enqueue or _default_enqueue
+        ok_session, info = enq(
+            touser=uid,
+            content=text,
+            dedupe_key=f"event-ex:{no}:{kind}",
+            payload={},
+        )
+        if not ok_session:
+            logger.warning("事件异常私聊入队失败 wo=%s info=%s", no, info)
+    if not ok_session:
+        return False
+    if notify_ready:
+        _send_app_cards(
+            people=people,
+            kind=kind,
+            work_order_no=no,
+            hours=hours,
+            test_prefix=test_prefix,
+            enqueue=enqueue or _default_enqueue,
+        )
+    recorder = getattr(book, "record_event_exception", None)
+    if callable(recorder):
+        recorder(work_order_no=no, event_exception=exception_type(kind))
+    return True
+
+
+def _send_app_cards(
+    *,
+    people: list[dict[str, Any]],
+    kind: str,
+    work_order_no: str,
+    hours: float,
+    test_prefix: bool,
+    enqueue: EnqueueFn,
+) -> None:
+    payload = copy.event_exception_alert_payload(
+        card_title=card_title(kind),
+        work_order_no=work_order_no,
+        hours=hours,
+        test_prefix=test_prefix,
+    )
+    fallback = copy.event_exception_alert_text(
+        card_title=card_title(kind),
+        work_order_no=work_order_no,
+        hours=hours,
+        test_prefix=test_prefix,
+    )
+    for person in pick_app_targets(people):
+        uid = str(person.get("wecomId") or "").strip()
+        if not uid:
+            continue
+        ok, info = enqueue(
+            touser=uid,
+            content=fallback,
+            dedupe_key=f"event-ex-app:{work_order_no}:{kind}:{uid}",
+            payload=payload,
+        )
+        if not ok:
+            logger.warning("事件异常应用卡片入队失败 uid=%s info=%s", uid, info)
+
+
+def _default_enqueue(**kwargs: Any) -> tuple[bool, str]:
+    from agent.channel.queue import get_message_store
+
+    return get_message_store().enqueue_outbound(**kwargs)
+
+
+def _default_send_group(*, chat_id: str, content: str, business_line: str = "") -> bool:
+    line = (business_line or "").strip().upper()
+    if line == "AIR":
+        from agent.channel.aibot.reply import AibotReplyClient
+
+        out = AibotReplyClient().send_group(chat_id=chat_id, content=content)
+        return bool(out.get("ok"))
+    from agent.channel.outbox.sender import WeComAppClient
+    from agent.config import get_settings
+
+    cfg = get_settings()
+    client = WeComAppClient(
+        corp_id=cfg.wecom_corp_id,
+        secret=cfg.wecom_secret,
+        agent_id=int(cfg.wecom_agent_id or "0") or 0,
+    )
+    out = client.send_group(chat_id=chat_id, content=content)
+    return bool(out.get("ok"))

inquiry-agent/agent/jobs/pdf_job.py

@@ -163,7 +163,14 @@ def _deliver_quote_file(data: dict[str, Any], result: LibreOfficeResult) -> None
         if wo:
             try:
                 from agent.policy.air_text_flow import get_air_text_flow
+                from agent.policy.event_exception import WAIT_DEAL, start_wait
 
+                flow = get_air_text_flow()
+                start_wait(
+                    getattr(flow, "_ledger", None) or getattr(flow, "ledger", None),
+                    work_order_no=wo,
+                    wait_kind=WAIT_DEAL,
+                )
                 get_air_text_flow().mark_wait_deal(touser, wo)
             except Exception:
                 logger.exception("PDF 出文件后未能切到成交跟进 inquiry=%s", wo)

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 +433,93 @@ 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 []
+
+    def start_event_wait(self, *, work_order_no: str, wait_kind: str) -> dict[str, Any]:
+        out = self._post(
+            "/inquiry/agent/ticket/startEventWait",
+            {"workOrderNo": work_order_no, "waitKind": wait_kind},
+        )
+        if out.get("ok") is False:
+            return out
+        out.setdefault("ok", True)
+        return out
+
+    def clear_event_wait(self, *, work_order_no: str) -> dict[str, Any]:
+        out = self._post(
+            "/inquiry/agent/ticket/clearEventWait",
+            {"workOrderNo": work_order_no},
+        )
+        if out.get("ok") is False:
+            return out
+        out.setdefault("ok", True)
+        return out
+
+    def list_event_waits(self) -> list[dict[str, Any]]:
+        out = self._post("/inquiry/agent/ticket/listEventWaits", {})
+        rows = out.get("result") if isinstance(out.get("result"), list) else None
+        if rows is None:
+            rows = out.get("tickets") if isinstance(out.get("tickets"), list) else []
+        return [dict(x) for x in rows if isinstance(x, dict)]
+
+    def record_event_exception(self, *, work_order_no: str, event_exception: str) -> dict[str, Any]:
+        out = self._post(
+            "/inquiry/agent/ticket/recordEventException",
+            {"workOrderNo": work_order_no, "eventException": event_exception},
+        )
+        if out.get("ok") is False:
+            return out
+        out.setdefault("ok", True)
+        return out
+
+    def get_timeout_by_code(self, *, timeout_code: str) -> dict[str, Any]:
+        out = self._post(
+            "/inquiry/agent/responseTimeout/byCode",
+            {"timeoutCode": timeout_code},
+        )
+        if "found" not in out:
+            return {"found": False, "timeoutCode": timeout_code}
+        return out

inquiry-agent/agent/ledger/memory_ledger.py

@@ -44,6 +44,14 @@ class MemoryTicket:
     lost_reason: str = ""
     next_followup_at: str = ""
     deal_notify_summary: str = ""
+    event_exception: str = ""
+    event_wait_kind: str = ""
+    event_wait_started_at: str = ""
+    event_wait_alerted: int = 0
+    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 +80,8 @@ 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]] = []
+        self._timeouts: dict[str, float] = {}
 
     def _next_no(self) -> str:
         self._seq += 1
@@ -373,8 +383,69 @@ 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)
@@ -661,3 +732,119 @@ class MemoryLedger:
             "releaseId": f"CA-{no}-RLSE",
             "tmsRequestId": f"TMS-RLSE-{no}",
         }
+
+    def start_event_wait(self, *, work_order_no: str, wait_kind: str) -> dict[str, Any]:
+        """开始盯等待。同种类不重置起点。不改六态。"""
+
+        no = (work_order_no or "").strip()
+        kind = (wait_kind or "").strip()
+        with self._lock:
+            ticket = self._tickets.get(no)
+            if ticket is None:
+                return {"ok": False, "error": "not_found"}
+            if ticket.status in {"已成交", "已关闭", "转人工"} or not kind:
+                return {"ok": False, "error": "not_watchable", "status": ticket.status}
+            if ticket.event_wait_kind == kind and ticket.event_wait_started_at:
+                return {"ok": True, "work_order_no": no, "eventWaitKind": kind}
+            ticket.event_wait_kind = kind
+            ticket.event_wait_started_at = datetime.now(_SHANGHAI).strftime("%Y-%m-%d %H:%M:%S")
+            ticket.event_wait_alerted = 0
+            return {"ok": True, "work_order_no": no, "eventWaitKind": kind}
+
+    def clear_event_wait(self, *, work_order_no: str) -> dict[str, Any]:
+        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.event_wait_kind = ""
+            ticket.event_wait_started_at = ""
+            ticket.event_wait_alerted = 0
+            return {"ok": True, "work_order_no": no}
+
+    def list_event_waits(self) -> list[dict[str, Any]]:
+        out: list[dict[str, Any]] = []
+        with self._lock:
+            for ticket in self._tickets.values():
+                if not (ticket.event_wait_kind or "").strip():
+                    continue
+                if int(ticket.event_wait_alerted or 0) != 0:
+                    continue
+                if ticket.status in {"已成交", "已关闭", "转人工"}:
+                    continue
+                watchers: list[dict[str, Any]] = []
+                seen: set[str] = set()
+                sales_id = (ticket.sales_wecom_id or "").strip()
+                if sales_id:
+                    row = dict(self._staff_by_wecom.get(sales_id) or {})
+                    watchers.append(
+                        {
+                            "wecomId": sales_id,
+                            "name": str(row.get("name") or ticket.sales_wecom_id),
+                            "roleCode": str(row.get("roleCode") or row.get("role_code") or "sales"),
+                            "notifyEventException": row.get("notifyEventException", 0),
+                        }
+                    )
+                    seen.add(sales_id)
+                for uid in ticket.collab_member_ids:
+                    key = str(uid).strip()
+                    if not key or key in seen:
+                        continue
+                    row = dict(self._staff_by_wecom.get(key) or {})
+                    if not row:
+                        continue
+                    watchers.append(
+                        {
+                            "wecomId": key,
+                            "name": str(row.get("name") or key),
+                            "roleCode": str(row.get("roleCode") or row.get("role_code") or ""),
+                            "notifyEventException": row.get("notifyEventException", 0),
+                        }
+                    )
+                    seen.add(key)
+                out.append(
+                    {
+                        "work_order_no": ticket.work_order_no,
+                        "workOrderNo": ticket.work_order_no,
+                        "status": ticket.status,
+                        "business_line": ticket.business_line,
+                        "businessLine": ticket.business_line,
+                        "event_wait_kind": ticket.event_wait_kind,
+                        "eventWaitKind": ticket.event_wait_kind,
+                        "event_wait_started_at": ticket.event_wait_started_at,
+                        "eventWaitStartedAt": ticket.event_wait_started_at,
+                        "sales_wecom_id": ticket.sales_wecom_id,
+                        "salesWecomId": ticket.sales_wecom_id,
+                        "sales_name": str(self._staff_by_wecom.get(sales_id, {}).get("name") or "销售"),
+                        "collab_chat_id": ticket.collab_chat_id,
+                        "collabChatId": ticket.collab_chat_id,
+                        "collab_member_ids": list(ticket.collab_member_ids),
+                        "facts": dict(ticket.facts),
+                        "eventException": ticket.event_exception,
+                        "watchers": watchers,
+                    }
+                )
+        return out
+
+    def record_event_exception(self, *, work_order_no: str, event_exception: str) -> dict[str, Any]:
+        from agent.policy.event_exception import append_summary
+
+        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.event_exception = append_summary(ticket.event_exception, event_exception)
+            ticket.event_wait_alerted = 1
+            return {
+                "ok": True,
+                "work_order_no": no,
+                "eventException": ticket.event_exception,
+            }
+
+    def get_timeout_by_code(self, *, timeout_code: str) -> dict[str, Any]:
+        code = (timeout_code or "").strip()
+        hours = self._timeouts.get(code)
+        if hours is None:
+            return {"found": False, "timeoutCode": code}
+        return {"found": True, "timeoutCode": code, "timeoutHours": hours}

inquiry-agent/agent/llm/extract_text.py

@@ -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)

inquiry-agent/agent/policy/air_group_ops.py

@@ -138,6 +138,9 @@ def activate_ticket(
     if speak:
         send_air_brief_and_sheet(flow=flow, ticket=ticket, chat_id=chat_id)
     _watch_archive_room(chat_id, no)
+    from agent.policy.event_exception import WAIT_AIR_QUOTE, start_wait
+
+    start_wait(flow.ledger, work_order_no=no, wait_kind=WAIT_AIR_QUOTE)
     return ticket, "activated"
 
 
@@ -447,6 +450,9 @@ def apply_air_file(
         return "ledger_fail"
     view["collab_chat_id"] = chat_id
     view["quote"] = quote
+    from agent.policy.event_exception import clear_wait
+
+    clear_wait(flow.ledger, work_order_no=no)
     emit_group_deal(flow=flow, ticket=view, quote=quote)
     return "airline_file_quote"
 
@@ -532,6 +538,9 @@ def apply_air_confirm_tms(*, flow: Any, ticket: object, sender_id: str, chat_id:
         business_line="AIR",
     )
     notify_quote_attachment_saved(flow, chat_id, no, count=1)
+    from agent.policy.event_exception import clear_wait
+
+    clear_wait(flow.ledger, work_order_no=no)
     emit_group_deal(flow=flow, ticket=view, quote=quote)
     return "quote_confirmed"
 
@@ -586,6 +595,14 @@ 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 +629,43 @@ 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 +707,14 @@ 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 +733,43 @@ 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),
@@ -748,6 +811,9 @@ def _commit_quote(
     if not up.get("ok"):
         send_group_text(group_client_of(flow), chat_id, "主账写入报价失败。")
         return "ledger_fail"
+    from agent.policy.event_exception import clear_wait
+
+    clear_wait(flow.ledger, work_order_no=no)
     ticket2 = current_ticket(flow, chat_id) or ticket
     view = ticket_view(ticket2)
     view["collab_chat_id"] = chat_id

inquiry-agent/agent/policy/air_text_flow.py

@@ -726,6 +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"}:
@@ -869,7 +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,
@@ -883,6 +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)
@@ -1050,6 +1076,9 @@ class AirTextInquiryFlow:
             return self._skip_collab(sess, reply, card_meta=card_meta)
         if action == copy.BTN_REJECT:
             self._grey_clicked_card(reply, card_meta)
+            from agent.policy.event_exception import clear_wait
+
+            clear_wait(self._ledger, work_order_no=sess.work_order_no)
             sess.phase = "wait_adjust"
             sess.allowed = ()
             sess.wait_version += 1
@@ -1102,6 +1131,9 @@ class AirTextInquiryFlow:
                 transport_mode=mode,
             ),
         )
+        from agent.policy.event_exception import WAIT_ADOPT, start_wait
+
+        start_wait(self._ledger, work_order_no=sess.work_order_no, wait_kind=WAIT_ADOPT)
         return "wait_adopt"
 
     def _grey_clicked_card(
@@ -1160,6 +1192,9 @@ class AirTextInquiryFlow:
             reply(str(result.get("message") or copy.quote_template_missing()))
             return "wait_adopt"
         filename = str(result.get("fileName") or f"{sess.work_order_no}_quote.{fmt}")
+        from agent.policy.event_exception import clear_wait
+
+        clear_wait(self._ledger, work_order_no=sess.work_order_no)
         file_extra = self._quote_file_payload(result, filename=filename)
         if kind == "PDF" and result.get("needsPdf"):
             queued = self._enqueue_quote_pdf(
@@ -1238,6 +1273,9 @@ class AirTextInquiryFlow:
         sess.allowed = (copy.BTN_DEAL, copy.BTN_LOST, copy.BTN_NEGOTIATE)
         sess.wait_version += 1
         self._save(sess)
+        from agent.policy.event_exception import WAIT_DEAL, start_wait
+
+        start_wait(self._ledger, work_order_no=sess.work_order_no, wait_kind=WAIT_DEAL)
         return "wait_deal"
 
     def _emit_deal(self, reply: ReplyFn, sess: FlowSession) -> None:
@@ -1397,6 +1435,9 @@ class AirTextInquiryFlow:
         sess.allowed = (copy.BTN_DEAL, copy.BTN_LOST, copy.BTN_NEGOTIATE)
         sess.wait_version += 1
         self._save(sess)
+        from agent.policy.event_exception import WAIT_DEAL, start_wait
+
+        start_wait(self._ledger, work_order_no=sess.work_order_no, wait_kind=WAIT_DEAL)
 
     def _refresh_wait_file(self, sess: FlowSession) -> None:
         """

inquiry-agent/agent/policy/deal_followup.py

@@ -2,6 +2,7 @@
 成交跟进纯规则：工作日顺延、线路对负责人。
 
 本文件职责：给私聊/群聊成交共用，不发企微、不写主账。
+也给事件异常算工作日已过小时数（非工作日整天不算；工作日当天 0–24 都算）。
 禁止：在回调线程算完还同步推负责人；把六态写进本文件。
 """
 
@@ -105,6 +106,30 @@ def next_followup_at(now: datetime | None = None) -> datetime:
     return datetime.combine(day, time(9, 0), tzinfo=SHANGHAI)
 
 
+def workday_elapsed_hours(start: datetime, now: datetime) -> float:
+    """
+    起止之间折合多少工作日小时。
+
+    非工作日整天不算；工作日当天 0–24 都算，不切上午晚上。
+    起点落在休息日：从下一个工作日 00:00 起算。
+    副作用：无。可在 Worker 巡检调用，禁止放进企微回调线程做 IO。
+    """
+    a = start.astimezone(SHANGHAI) if start.tzinfo else start.replace(tzinfo=SHANGHAI)
+    b = now.astimezone(SHANGHAI) if now.tzinfo else now.replace(tzinfo=SHANGHAI)
+    if b <= a:
+        return 0.0
+    total = 0.0
+    cur = a
+    while cur.date() < b.date():
+        nxt = datetime.combine(cur.date() + timedelta(days=1), time(0, 0), tzinfo=SHANGHAI)
+        if is_workday(cur.date()):
+            total += (nxt - cur).total_seconds() / 3600.0
+        cur = nxt
+    if is_workday(b.date()):
+        total += (b - cur).total_seconds() / 3600.0
+    return total
+
+
 def _split_routes(raw: str) -> list[str]:
     out: list[str] = []
     for part in (raw or "").replace("，", ",").replace("、", ",").split(","):

inquiry-agent/agent/policy/deal_outcome.py

@@ -133,12 +133,17 @@ def finish_deal_outcome(
     result = writer(work_order_no=no, to_status=status, **extra) or {}
     if not result.get("ok"):
         return {"ok": False, "error": result.get("error") or "transition_failed", "phase": "ledger_fail"}
+    from agent.policy.event_exception import WAIT_LOST_REASON, clear_wait, start_wait
+
     if status == "未成交":
         phase = "wait_lost_reason"
+        start_wait(ledger, work_order_no=no, wait_kind=WAIT_LOST_REASON)
     elif status == "协商中":
         phase = "wait_deal"
+        clear_wait(ledger, work_order_no=no)
     else:
         phase = "done"
+        clear_wait(ledger, work_order_no=no)
     return {
         "ok": True,
         "phase": phase,
@@ -157,4 +162,9 @@ def capture_lost_reason(*, ledger: Any, work_order_no: str, reason: str) -> dict
     patcher = getattr(ledger, "patch_lost_reason", None)
     if not callable(patcher):
         return {"ok": False, "error": "no_patch"}
-    return patcher(work_order_no=no, lost_reason=text) or {"ok": False}
+    out = patcher(work_order_no=no, lost_reason=text) or {"ok": False}
+    if out.get("ok"):
+        from agent.policy.event_exception import clear_wait
+
+        clear_wait(ledger, work_order_no=no)
+    return out

inquiry-agent/agent/policy/event_exception.py

@@ -0,0 +1,240 @@
+"""
+事件异常纯规则：等待种类、超时编码、点名对象、卡片接收人。
+
+本文件职责：给 Worker 巡检判定用，不发企微、不写主账。
+禁止：在回调线程做 IO；把六态写进本文件；把系统异常混进来。
+"""
+
+from __future__ import annotations
+
+import logging
+from typing import Any
+
+from agent.schema.land_options import canonicalize_land_class
+from agent.schema.sea_options import canonicalize_sea_class
+
+logger = logging.getLogger(__name__)
+
+WAIT_AIR_QUOTE = "air_quote"
+WAIT_PRODUCT_QUOTE = "product_quote"
+WAIT_ADOPT = "adopt"
+WAIT_DEAL = "deal"
+WAIT_LOST_REASON = "lost_reason"
+
+TYPE_AIR = "航线响应超时"
+TYPE_PRODUCT = "产品响应超时"
+TYPE_SALES = "销售响应超时"
+
+CARD_AIR = "航线响应异常"
+CARD_PRODUCT = "产品响应异常"
+CARD_SALES = "销售响应异常"
+
+_SALES_CODES = {
+    "AIR": "air_sales",
+    "SEA": "sea_sales",
+    "LAND": "land_sales",
+}
+
+_LAND_PRODUCT_CODES = {
+    "普件(东南亚、中港常用线路/常规车型)": "land_hk_common",
+    "普件(东南亚、中亚、中欧涉及国内+国外段)": "land_hk_cross",
+    "普件(东南亚、中亚、中欧涉及境外段清派等特殊要求)": "land_hk_special",
+    "急件": "land_hk_express",
+}
+
+_SALES_WAITS = {WAIT_ADOPT, WAIT_DEAL, WAIT_LOST_REASON}
+
+
+def timeout_code(*, wait_kind: str, business_line: str, transport_class: str) -> str:
+    """
+    按等待种类 + 运输方式 + 询价分类，对上后台超时规则编码。
+
+    对不上返回空串，调用方视为本步不监测。副作用：无。
+    """
+    line = (business_line or "").strip().upper()
+    kind = (wait_kind or "").strip()
+    klass = (transport_class or "").strip()
+    if kind in _SALES_WAITS:
+        return _SALES_CODES.get(line, "")
+    if kind == WAIT_AIR_QUOTE:
+        return "air_route"
+    if kind == WAIT_PRODUCT_QUOTE:
+        if line == "SEA":
+            canon = canonicalize_sea_class(klass) or klass
+            if canon == "Port to Port":
+                return "sea_product_ptp"
+            if canon == "其他":
+                return "sea_product_other"
+            return ""
+        if line == "LAND":
+            canon = canonicalize_land_class(klass) or klass
+            return _LAND_PRODUCT_CODES.get(canon, "")
+        return ""
+    return ""
+
+
+def exception_type(wait_kind: str) -> str:
+    """工单「事件异常」字段用的类型名。"""
+    kind = (wait_kind or "").strip()
+    if kind == WAIT_AIR_QUOTE:
+        return TYPE_AIR
+    if kind == WAIT_PRODUCT_QUOTE:
+        return TYPE_PRODUCT
+    if kind in _SALES_WAITS:
+        return TYPE_SALES
+    return ""
+
+
+def card_title(wait_kind: str) -> str:
+    """询价消息服务卡片标题。"""
+    kind = (wait_kind or "").strip()
+    if kind == WAIT_AIR_QUOTE:
+        return CARD_AIR
+    if kind == WAIT_PRODUCT_QUOTE:
+        return CARD_PRODUCT
+    if kind in _SALES_WAITS:
+        return CARD_SALES
+    return ""
+
+
+def format_timeout_hours(hours: float) -> str:
+    """话术里的小时数：整数去小数点，0.25 保持原样。"""
+    try:
+        n = float(hours)
+    except (TypeError, ValueError):
+        return "0"
+    if n == int(n):
+        return str(int(n))
+    text = f"{n:.4f}".rstrip("0").rstrip(".")
+    return text or "0"
+
+
+def append_summary(existing: str, type_name: str) -> str:
+    """多次异常用分号拼接，同一类型不重复。"""
+    add = (type_name or "").strip()
+    cur = (existing or "").strip()
+    if not add:
+        return cur
+    if not cur or cur == "-":
+        return add
+    parts = [p.strip() for p in cur.split("；") if p.strip()]
+    if add in parts:
+        return cur
+    parts.append(add)
+    return "；".join(parts)
+
+
+def start_wait(ledger: Any, *, work_order_no: str, wait_kind: str) -> None:
+    """开始盯等待。失败只打日志，不抛给回调。"""
+    no = (work_order_no or "").strip()
+    kind = (wait_kind or "").strip()
+    if not no or not kind or ledger is None:
+        return
+    fn = getattr(ledger, "start_event_wait", None)
+    if not callable(fn):
+        return
+    try:
+        fn(work_order_no=no, wait_kind=kind)
+    except Exception:
+        logger.exception("start_event_wait 失败 wo=%s kind=%s", no, kind)
+
+
+def clear_wait(ledger: Any, *, work_order_no: str) -> None:
+    """清空当前等待，不改事件异常摘要。失败只打日志。"""
+    no = (work_order_no or "").strip()
+    if not no or ledger is None:
+        return
+    fn = getattr(ledger, "clear_event_wait", None)
+    if not callable(fn):
+        return
+    try:
+        fn(work_order_no=no)
+    except Exception:
+        logger.exception("clear_event_wait 失败 wo=%s", no)
+
+
+def pick_mentions(
+    *,
+    wait_kind: str,
+    sales: dict[str, Any] | None,
+    members: list[dict[str, Any]] | None,
+    business_line: str,
+) -> list[dict[str, Any]]:
+    """
+    本单这次应回而未回、需要被点名的人。
+
+    航线只盯群里航线岗；海运/陆运产品盯对应产品岗；销售三类只盯本单销售。
+    不要询价机器人、不要群里其他人。
+    """
+    kind = (wait_kind or "").strip()
+    line = (business_line or "").strip().upper()
+    if kind in _SALES_WAITS:
+        person = dict(sales or {})
+        uid = str(person.get("wecomId") or person.get("wecom_id") or "").strip()
+        if not uid:
+            return []
+        person.setdefault("wecomId", uid)
+        person.setdefault("name", str(person.get("name") or "").strip() or "销售")
+        return [person]
+    want = ""
+    if kind == WAIT_AIR_QUOTE:
+        want = "air"
+    elif kind == WAIT_PRODUCT_QUOTE:
+        if line == "SEA":
+            want = "sea"
+        elif line == "LAND":
+            want = "land"
+    if not want:
+        return []
+    out: list[dict[str, Any]] = []
+    seen: set[str] = set()
+    for raw in members or []:
+        if not isinstance(raw, dict):
+            continue
+        role = str(raw.get("roleCode") or raw.get("role_code") or "").strip().lower()
+        if role != want:
+            continue
+        uid = str(raw.get("wecomId") or raw.get("wecom_id") or "").strip()
+        if not uid or uid in seen:
+            continue
+        seen.add(uid)
+        row = dict(raw)
+        row.setdefault("wecomId", uid)
+        row.setdefault("name", str(raw.get("name") or "").strip() or uid)
+        out.append(row)
+    return out
+
+
+def pick_app_targets(people: list[dict[str, Any]] | None) -> list[dict[str, Any]]:
+    """勾了「接收事件异常消息提醒」且绑了企微的人。"""
+    out: list[dict[str, Any]] = []
+    seen: set[str] = set()
+    for raw in people or []:
+        if not isinstance(raw, dict):
+            continue
+        flag = raw.get("notifyEventException")
+        if flag not in (1, True, "1"):
+            continue
+        uid = str(raw.get("wecomId") or raw.get("wecom_id") or "").strip()
+        if not uid or uid in seen:
+            continue
+        seen.add(uid)
+        out.append(raw)
+    return out
+
+
+def conversation_of(*, wait_kind: str, collab_chat_id: str) -> str:
+    """
+    告警发在哪个会话：group 或 private。
+
+    采用/不采用永远私聊；航线/产品永远群；成交跟进和未成交原因有协同群才群。
+    """
+    kind = (wait_kind or "").strip()
+    chat = (collab_chat_id or "").strip()
+    if kind == WAIT_ADOPT:
+        return "private"
+    if kind in {WAIT_AIR_QUOTE, WAIT_PRODUCT_QUOTE}:
+        return "group"
+    if kind in {WAIT_DEAL, WAIT_LOST_REASON}:
+        return "group" if chat else "private"
+    return "private"

inquiry-agent/agent/policy/handoff_human.py

@@ -273,6 +273,9 @@ def try_commit_air_group_handoff(flow: Any, *, chat_id: str, work_order_no: str)
                 else copy.HANDOFF_INTENT_REASON,
             )
         sess.status = HANDOFF_STATUS
+        from agent.policy.event_exception import clear_wait
+
+        clear_wait(book, work_order_no=real)
     sess.handoff_committed = True
     sess.handoff_offer = ""
     sess.phase = "handoff_done"

inquiry-agent/agent/policy/inquiry_copy.py

@@ -2439,6 +2439,17 @@ def air_lock_fail(*, work_order_no: str, operator: str, reason: str) -> str:
     )
 
 
+def air_cabin_fail_reason(*, tms_reason: str = "", flight_date: str = "", today: str = "") -> str:
+    """
+    锁舱/释放失败原因：原样回 TMS 的 failReason。
+    没有报价也可以锁舱，禁止改写成「报价选项不存在」或「航班已起飞」。
+    flight_date / today 只为兼容旧调用，不再用来改写原文。
+    """
+    _ = flight_date
+    _ = today
+    return (tms_reason or "").strip()
+
+
 def air_release_ok(
     *,
     work_order_no: str,
@@ -2459,9 +2470,10 @@ def air_release_ok(
 def air_release_fail(*, work_order_no: str, operator: str, reason: str) -> str:
     why = (reason or "").strip() or "TMS未返回原因"
     return (
-        f"工单{work_order_no} 空运释放舱位失败\n"
+        f"工单{work_order_no} 空运释放舱位失败。\n"
         f"操作人：{operator}\n"
-        f"释放舱位失败的原因：{why}"
+        f"释放舱位失败的原因：{why}\n"
+        "已通知IT运维排查，请稍等。"
     )
 
 
@@ -2473,3 +2485,246 @@ 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_TMS_LOCK = "tms_lock"
+STEP_TMS_RELEASE = "tms_release"
+STEP_GROUP = "group"
+
+SYS_EXC_LLM_FALLBACK = "大模型服务异常，IT排查中..."
+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_TMS_LOCK = "锁舱失败，工单状态保持不变"
+IMPACT_TMS_RELEASE = "释放舱位失败，工单状态保持不变"
+IMPACT_GROUP = "当前建群/加人暂停，已建群不新建第二个群"
+
+
+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 in {STEP_TMS_CABIN, STEP_TMS_LOCK, STEP_TMS_RELEASE}:
+        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_LOCK:
+        return IMPACT_TMS_LOCK
+    if key == STEP_TMS_RELEASE:
+        return IMPACT_TMS_RELEASE
+    if key == STEP_TMS_CABIN:
+        return IMPACT_TMS_CABIN
+    if key == STEP_GROUP:
+        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。
+    标题不加 [test]：运维要看的就是这张卡本身，test_prefix 仅保留兼容入参。
+    """
+    no = (work_order_no or "").strip() or "无"
+    _ = test_prefix
+    title = "系统异常通知"
+    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）。标题同样不加 [test]。"""
+    no = (work_order_no or "").strip() or "无"
+    _ = test_prefix
+    head = "系统异常通知"
+    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)
+
+
+def event_exception_session_text(
+    *,
+    exception_type: str,
+    work_order_no: str,
+    names: list[str] | None,
+    hours: float,
+    mention: bool,
+    test_prefix: bool = False,
+) -> str:
+    """
+    事件异常会话两行话术。
+
+    mention=True 时姓名前加 @，多人空格拼接。小时数用后台规则值。
+    测服也不加 [test]：这是销售/航线/产品会话，不是运维告警。
+    """
+    from agent.policy.event_exception import format_timeout_hours
+
+    _ = test_prefix
+    no = (work_order_no or "").strip() or "-"
+    kind = (exception_type or "").strip() or "事件异常"
+    hour_text = format_timeout_hours(hours)
+    people = [str(n).strip() for n in (names or []) if str(n).strip()]
+    if mention:
+        tagged = " ".join(f"@{n}" for n in people) if people else "相关人员"
+    else:
+        tagged = " ".join(people) if people else "您"
+    body = (
+        f"关联询价工单 {no}。{tagged}已超过 {hour_text} 工作小时 无响应，"
+        f"事件异常已记录工单，请及时处理。"
+    )
+    return f"{kind}\n{body}"
+
+
+def event_exception_alert_payload(
+    *,
+    card_title: str,
+    work_order_no: str,
+    hours: float,
+    test_prefix: bool = False,
+) -> dict[str, Any]:
+    """
+    事件异常通知卡：走询价消息服务，不走询价小助手。
+
+    对齐现网「询价机器人事件告警」：标题用响应异常，正文用「您已超过」。
+    测服标题也不加 [test]；test_prefix 仅保留兼容入参。
+    """
+    from agent.policy.event_exception import format_timeout_hours
+
+    _ = test_prefix
+    no = (work_order_no or "").strip() or "-"
+    title = (card_title or "").strip() or "事件响应异常"
+    hour_text = format_timeout_hours(hours)
+    from agent.config import get_settings
+
+    base = str(getattr(get_settings(), "public_base_url", "") or "").strip().rstrip("/")
+    action_url = base or "https://work.weixin.qq.com"
+    return {
+        "msgtype": "template_card",
+        "wecom_app": "notify",
+        "template_card": {
+            "card_type": "text_notice",
+            "source": {"desc": "询价机器人事件告警", "desc_color": 0},
+            "main_title": {
+                "title": title,
+                "desc": f"关联询价工单 {no}",
+            },
+            "sub_title_text": f"您已超过 {hour_text} 工作小时无响应，事件异常已记录工单，请及时处理。",
+            "card_action": {"type": 1, "url": action_url},
+        },
+    }
+
+
+def event_exception_alert_text(
+    *,
+    card_title: str,
+    work_order_no: str,
+    hours: float,
+    test_prefix: bool = False,
+) -> str:
+    """应用卡片纯文本兜底。"""
+    payload = event_exception_alert_payload(
+        card_title=card_title,
+        work_order_no=work_order_no,
+        hours=hours,
+        test_prefix=test_prefix,
+    )
+    card = payload.get("template_card") or {}
+    main = card.get("main_title") or {}
+    lines = [
+        str((card.get("source") or {}).get("desc") or "询价机器人事件告警"),
+        str(main.get("title") or ""),
+        str(main.get("desc") or ""),
+        str(card.get("sub_title_text") or ""),
+    ]
+    return "\n".join(x for x in lines if x)

inquiry-agent/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)
@@ -308,7 +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,
@@ -335,7 +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(
@@ -350,6 +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

@@ -1028,6 +1028,9 @@ def emit_group_deal(
     )
     if callable(carder):
         carder(chat_id=chat_id, template_card=payload.get("template_card") or {})
+    from agent.policy.event_exception import WAIT_DEAL, start_wait
+
+    start_wait(getattr(flow, "ledger", None), work_order_no=no, wait_kind=WAIT_DEAL)
 
 
 def apply_group_deal(
@@ -1485,6 +1488,10 @@ def _save_product_quote(
             saved = writer(work_order_no=no, quote=persist, to_status="已报价") or {}
         if not saved.get("ok") and saved.get("error"):
             logger.warning("产品报价未入主账 wo=%s err=%s", no, saved.get("error"))
+        elif (kind or "").strip() != "adjust":
+            from agent.policy.event_exception import clear_wait
+
+            clear_wait(flow.ledger, work_order_no=no)
     if sess is not None:
         sess.quote = dict(quote)
         sess.status = "已报价"

inquiry-agent/agent/policy/sea_text_flow.py

@@ -113,6 +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"}:
@@ -263,7 +274,14 @@ class SeaTextInquiryFlow(AirTextInquiryFlow):
         self._wait_inquiry_sent(str(out_id), work_order_no=no)
 
         tms_facts = dict(assemble_sea_query(facts).get("tms_facts") or facts)
-        tms = self._ledger.query_tms(work_order_no=no, facts=tms_facts, business_line="SEA")
+        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,
@@ -276,6 +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)
@@ -549,9 +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()
@@ -622,6 +670,10 @@ class SeaTextInquiryFlow(AirTextInquiryFlow):
         sess.wait_version += 1
         self._save(sess)
         self._grey_clicked_card(reply, card_meta)
+        from agent.policy.event_exception import WAIT_PRODUCT_QUOTE, start_wait
+
+        # 系统建群成功：开始盯产品正式报价。
+        start_wait(self._ledger, work_order_no=no, wait_kind=WAIT_PRODUCT_QUOTE)
         reply(
             copy.sea_group_created(
                 work_order_no=no,
@@ -707,9 +759,32 @@ 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(
@@ -740,6 +815,9 @@ class SeaTextInquiryFlow(AirTextInquiryFlow):
                     product_ids=product_ids,
                 )
             sess.status = HANDOFF_STATUS
+            from agent.policy.event_exception import clear_wait
+
+            clear_wait(self._ledger, work_order_no=real)
         sess.collab_chat_id = chat_id
         sess.handoff_committed = True
         sess.handoff_offer = ""

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/tests/test_air_group_collab.py

@@ -205,6 +205,9 @@ class AirGroupCollabTests(unittest.TestCase):
             ledger=self.ledger,
         )
         self.assertEqual(phase, "activated")
+        ticket = self.ledger.get_ticket(work_order_no=wo1)
+        self.assertEqual(ticket.event_wait_kind, "air_quote")
+        self.assertTrue(ticket.event_wait_started_at)
         joined = "\n".join(self._texts())
         self.assertIn(f"工单号：{wo1}", joined)
         self.assertIn("询价字段：", joined)
@@ -386,6 +389,8 @@ class AirGroupCollabTests(unittest.TestCase):
         )
         self.assertEqual(phase, "quoted")
         ticket = self.ledger.get_ticket(work_order_no=wo)
+        self.assertEqual(ticket.event_wait_kind, "deal")
+        self.assertTrue(ticket.event_wait_started_at)
         self.assertEqual(ticket.status, "已报价")
         self.assertEqual(ticket.quote.get("total"), "USD 900")
         joined = "\n".join(self._texts())

inquiry-agent/tests/test_deal_followup.py

@@ -14,6 +14,7 @@ from agent.policy.deal_followup import (
     leader_matches,
     next_followup_at,
     shift_workdays,
+    workday_elapsed_hours,
 )
 
 
@@ -37,6 +38,22 @@ class TestWorkdays(unittest.TestCase):
         self.assertEqual(when.tzinfo, SHANGHAI)
         self.assertEqual(when.date(), date(2026, 9, 24))
 
+    def test_skip_weekend_keep_weekday_night(self) -> None:
+        start = datetime(2026, 9, 18, 17, 0, tzinfo=SHANGHAI)  # 周五
+        now = datetime(2026, 9, 21, 17, 0, tzinfo=SHANGHAI)  # 周一
+        # 周五 17–24 = 7h，周末不算，周一 0–17 = 17h
+        self.assertAlmostEqual(workday_elapsed_hours(start, now), 24.0, places=4)
+
+    def test_rest_day_start_counts_from_next_workday(self) -> None:
+        start = datetime(2026, 9, 19, 10, 0, tzinfo=SHANGHAI)  # 周六
+        now = datetime(2026, 9, 21, 10, 0, tzinfo=SHANGHAI)  # 周一
+        self.assertAlmostEqual(workday_elapsed_hours(start, now), 10.0, places=4)
+
+    def test_fractional_quarter_hour(self) -> None:
+        start = datetime(2026, 9, 18, 9, 0, tzinfo=SHANGHAI)
+        now = datetime(2026, 9, 18, 9, 15, tzinfo=SHANGHAI)
+        self.assertAlmostEqual(workday_elapsed_hours(start, now), 0.25, places=4)
+
 
 class TestAirRouteKeys(unittest.TestCase):
     def test_pair_and_dest(self) -> None:

inquiry-agent/tests/test_deal_outcome.py

@@ -67,6 +67,7 @@ class TestDealOutcome(unittest.TestCase):
         ticket = self.ledger.get_ticket(work_order_no=self.wo)
         self.assertEqual(ticket.status, "已成交")
         self.assertEqual(ticket.next_followup_at, "")
+        self.assertEqual(ticket.event_wait_kind, "")
 
     def test_deal_notify_card_omits_sales_label(self) -> None:
         """成交通知不要「销售」二字：标题副标和正文都不写。"""
@@ -126,6 +127,7 @@ class TestDealOutcome(unittest.TestCase):
         ticket = self.ledger.get_ticket(work_order_no=self.wo)
         self.assertEqual(ticket.status, "未成交")
         self.assertEqual(ticket.lost_reason, "")
+        self.assertEqual(ticket.event_wait_kind, "lost_reason")
         view = self.ledger.get_for_agent(work_order_no=self.wo, sender_id="sales1")
         self.assertEqual(view.get("wait_phase"), "wait_lost_reason")
         captured = capture_lost_reason(
@@ -134,6 +136,7 @@ class TestDealOutcome(unittest.TestCase):
         self.assertTrue(captured.get("ok"))
         ticket = self.ledger.get_ticket(work_order_no=self.wo)
         self.assertEqual(ticket.lost_reason, "客人比价了")
+        self.assertEqual(ticket.event_wait_kind, "")
         view = self.ledger.get_for_agent(work_order_no=self.wo, sender_id="sales1")
         self.assertEqual(view.get("wait_phase"), "done")
 
@@ -150,6 +153,7 @@ class TestDealOutcome(unittest.TestCase):
         self.assertNotIn("跟进周期已顺延", text)
 
     def test_negotiate_keeps_wait_deal(self) -> None:
+        self.ledger.start_event_wait(work_order_no=self.wo, wait_kind="deal")
         out = finish_deal_outcome(
             ledger=self.ledger,
             work_order_no=self.wo,
@@ -161,6 +165,7 @@ class TestDealOutcome(unittest.TestCase):
         self.assertEqual(out.get("phase"), "wait_deal")
         ticket = self.ledger.get_ticket(work_order_no=self.wo)
         self.assertEqual(ticket.status, "协商中")
+        self.assertEqual(ticket.event_wait_kind, "")
         self.assertTrue(ticket.next_followup_at)
         view = self.ledger.get_for_agent(work_order_no=self.wo, sender_id="sales1")
         self.assertEqual(view.get("wait_phase"), "wait_deal")
@@ -245,3 +250,39 @@ class TestDealOutcome(unittest.TestCase):
         self.assertEqual(len(rows), 1)
         self.assertEqual(rows[0]["work_order_no"], self.wo)
         self.assertEqual(self.ledger.get_ticket(work_order_no=self.wo).next_followup_at, "")
+
+    def test_reask_starts_deal_wait(self) -> None:
+        """协商再问发出后，重新盯销售成交跟进。"""
+        import importlib.util
+        import os
+
+        path = os.path.join(
+            os.path.dirname(__file__), "..", "agent", "jobs", "deal_followup_poll.py"
+        )
+        spec = importlib.util.spec_from_file_location("deal_followup_poll_ee", path)
+        self.assertIsNotNone(spec)
+        self.assertIsNotNone(spec.loader)
+        mod = importlib.util.module_from_spec(spec)
+        spec.loader.exec_module(mod)
+
+        class Cfg:
+            wecom_corp_id = ""
+            wecom_secret = ""
+            wecom_agent_id = "0"
+
+        mod._send_group_reask = lambda **kwargs: True
+        ok = mod._reask_one(
+            {
+                "work_order_no": self.wo,
+                "collab_chat_id": "wr1",
+                "sales_name": "吴吉林",
+                "facts": {},
+                "quote": {},
+                "business_line": "SEA",
+            },
+            settings=Cfg(),
+            ledger=self.ledger,
+        )
+        self.assertTrue(ok)
+        ticket = self.ledger.get_ticket(work_order_no=self.wo)
+        self.assertEqual(ticket.event_wait_kind, "deal")

inquiry-agent/tests/test_event_exception.py

@@ -0,0 +1,263 @@
+"""
+事件异常纯规则：超时编码、点名对象、卡片接收人（不打外网）。
+"""
+
+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.policy import inquiry_copy as copy
+from agent.policy.event_exception import (
+    WAIT_ADOPT,
+    WAIT_AIR_QUOTE,
+    WAIT_DEAL,
+    WAIT_PRODUCT_QUOTE,
+    conversation_of,
+    format_timeout_hours,
+    pick_app_targets,
+    pick_mentions,
+    timeout_code,
+)
+
+
+class TestTimeoutCode(unittest.TestCase):
+    def test_sales_unified(self) -> None:
+        self.assertEqual(
+            timeout_code(wait_kind=WAIT_ADOPT, business_line="SEA", transport_class="急件"),
+            "sea_sales",
+        )
+        self.assertEqual(
+            timeout_code(wait_kind=WAIT_DEAL, business_line="AIR", transport_class=""),
+            "air_sales",
+        )
+        self.assertEqual(
+            timeout_code(wait_kind="lost_reason", business_line="LAND", transport_class="急件"),
+            "land_sales",
+        )
+
+    def test_air_route(self) -> None:
+        self.assertEqual(
+            timeout_code(wait_kind=WAIT_AIR_QUOTE, business_line="AIR", transport_class=""),
+            "air_route",
+        )
+
+    def test_sea_and_land_product_class(self) -> None:
+        self.assertEqual(
+            timeout_code(
+                wait_kind=WAIT_PRODUCT_QUOTE, business_line="SEA", transport_class="Port to Port"
+            ),
+            "sea_product_ptp",
+        )
+        self.assertEqual(
+            timeout_code(wait_kind=WAIT_PRODUCT_QUOTE, business_line="SEA", transport_class="其他"),
+            "sea_product_other",
+        )
+        self.assertEqual(
+            timeout_code(wait_kind=WAIT_PRODUCT_QUOTE, business_line="LAND", transport_class="急件"),
+            "land_hk_express",
+        )
+        self.assertEqual(
+            timeout_code(wait_kind=WAIT_PRODUCT_QUOTE, business_line="SEA", transport_class=""),
+            "",
+        )
+
+    def test_hours_format(self) -> None:
+        self.assertEqual(format_timeout_hours(0.25), "0.25")
+        self.assertEqual(format_timeout_hours(48), "48")
+
+
+class TestMentions(unittest.TestCase):
+    def test_product_all_unanswered(self) -> None:
+        sales = {
+            "wecomId": "s1",
+            "name": "销售甲",
+            "roleCode": "sales",
+            "notifyEventException": 1,
+        }
+        members = [
+            {"wecomId": "p1", "name": "张三", "roleCode": "sea", "notifyEventException": 1},
+            {"wecomId": "p2", "name": "李四", "roleCode": "sea", "notifyEventException": 0},
+            {"wecomId": "s1", "name": "销售甲", "roleCode": "sales", "notifyEventException": 1},
+        ]
+        hit = pick_mentions(
+            wait_kind=WAIT_PRODUCT_QUOTE,
+            sales=sales,
+            members=members,
+            business_line="SEA",
+        )
+        self.assertEqual([p["name"] for p in hit], ["张三", "李四"])
+        apps = pick_app_targets(hit)
+        self.assertEqual([p["wecomId"] for p in apps], ["p1"])
+
+    def test_adopt_is_private(self) -> None:
+        self.assertEqual(conversation_of(wait_kind=WAIT_ADOPT, collab_chat_id="wrxxx"), "private")
+
+    def test_deal_uses_group_when_present(self) -> None:
+        self.assertEqual(conversation_of(wait_kind=WAIT_DEAL, collab_chat_id="wrxxx"), "group")
+        self.assertEqual(conversation_of(wait_kind=WAIT_DEAL, collab_chat_id=""), "private")
+
+
+class TestMemoryEventWait(unittest.TestCase):
+    def test_same_kind_keeps_start(self) -> None:
+        from agent.ledger.memory_ledger import MemoryLedger
+
+        book = MemoryLedger()
+        created = book.create_ticket(sender_id="s1", business_line="SEA", facts={"运输分类": "其他"})
+        wo = created["work_order_no"]
+        book.start_event_wait(work_order_no=wo, wait_kind="product_quote")
+        first = book.get_ticket(work_order_no=wo).event_wait_started_at
+        book.start_event_wait(work_order_no=wo, wait_kind="product_quote")
+        self.assertEqual(book.get_ticket(work_order_no=wo).event_wait_started_at, first)
+
+    def test_record_appends_and_alerts(self) -> None:
+        from agent.ledger.memory_ledger import MemoryLedger
+
+        book = MemoryLedger()
+        created = book.create_ticket(sender_id="s1", business_line="AIR", facts={})
+        wo = created["work_order_no"]
+        book.start_event_wait(work_order_no=wo, wait_kind="air_quote")
+        book.record_event_exception(work_order_no=wo, event_exception="航线响应超时")
+        book.record_event_exception(work_order_no=wo, event_exception="销售响应超时")
+        t = book.get_ticket(work_order_no=wo)
+        self.assertEqual(t.event_exception, "航线响应超时；销售响应超时")
+        self.assertEqual(t.event_wait_alerted, 1)
+        self.assertEqual(book.list_event_waits(), [])
+
+
+class TestEventExceptionCopy(unittest.TestCase):
+    def test_group_air(self) -> None:
+        text = copy.event_exception_session_text(
+            exception_type="航线响应超时",
+            work_order_no="WO202606180003",
+            names=["张三"],
+            hours=0.25,
+            mention=True,
+        )
+        self.assertEqual(
+            text,
+            "航线响应超时\n关联询价工单 WO202606180003。@张三已超过 0.25 工作小时 无响应，事件异常已记录工单，请及时处理。",
+        )
+
+    def test_group_two_names(self) -> None:
+        text = copy.event_exception_session_text(
+            exception_type="产品响应超时",
+            work_order_no="WO1",
+            names=["张三", "李四"],
+            hours=2,
+            mention=True,
+        )
+        self.assertIn("@张三 @李四已超过 2 工作小时", text)
+
+    def test_private_sales_no_at(self) -> None:
+        text = copy.event_exception_session_text(
+            exception_type="销售响应超时",
+            work_order_no="WO1",
+            names=["王五"],
+            hours=48,
+            mention=False,
+        )
+        self.assertIn("王五已超过 48 工作小时", text)
+        self.assertNotIn("@王五", text)
+
+    def test_test_prefix(self) -> None:
+        """测服会话和应用卡片都不加 [test]。"""
+        text = copy.event_exception_session_text(
+            exception_type="销售响应超时",
+            work_order_no="WO1",
+            names=["王五"],
+            hours=1,
+            mention=False,
+            test_prefix=True,
+        )
+        self.assertFalse(text.startswith("[test]"))
+        self.assertNotIn("[test]", text)
+        payload = copy.event_exception_alert_payload(
+            card_title="销售响应异常",
+            work_order_no="WO1",
+            hours=1,
+            test_prefix=True,
+        )
+        title = (payload.get("template_card") or {}).get("main_title", {}).get("title") or ""
+        self.assertEqual(title, "销售响应异常")
+        self.assertNotIn("[test]", title)
+
+    def test_app_card(self) -> None:
+        payload = copy.event_exception_alert_payload(
+            card_title="销售响应异常",
+            work_order_no="WO202609090199",
+            hours=48,
+        )
+        self.assertEqual(payload["wecom_app"], "notify")
+        card = payload["template_card"]
+        self.assertEqual(card["source"]["desc"], "询价机器人事件告警")
+        self.assertEqual(card["main_title"]["title"], "销售响应异常")
+        self.assertEqual(card["main_title"]["desc"], "关联询价工单 WO202609090199")
+        self.assertIn("您已超过 48 工作小时无响应", card["sub_title_text"])
+
+
+class TestPoll(unittest.TestCase):
+    def test_fires_once_on_timeout(self) -> None:
+        import importlib.util
+        from datetime import datetime, timedelta
+
+        from agent.ledger.memory_ledger import MemoryLedger
+        from agent.policy.deal_followup import SHANGHAI
+
+        path = os.path.join(ROOT, "agent", "jobs", "event_exception_poll.py")
+        spec = importlib.util.spec_from_file_location("ee_poll", path)
+        self.assertIsNotNone(spec)
+        self.assertIsNotNone(spec.loader)
+        mod = importlib.util.module_from_spec(spec)
+        spec.loader.exec_module(mod)
+        poll_event_exceptions = mod.poll_event_exceptions
+
+        book = MemoryLedger()
+        book.set_sea_staff(
+            [
+                {
+                    "wecomId": "p1",
+                    "name": "张三",
+                    "roleCode": "sea",
+                    "notifyEventException": 1,
+                    "status": "active",
+                }
+            ]
+        )
+        created = book.create_ticket(sender_id="s1", business_line="SEA", facts={"运输分类": "其他"})
+        wo = created["work_order_no"]
+        book.start_event_wait(work_order_no=wo, wait_kind="product_quote")
+        t = book.get_ticket(work_order_no=wo)
+        t.collab_chat_id = "wr1"
+        t.collab_member_ids = ["p1"]
+        t.event_wait_started_at = (datetime.now(SHANGHAI) - timedelta(hours=3)).strftime(
+            "%Y-%m-%d %H:%M:%S"
+        )
+        book._timeouts["sea_product_other"] = 0.25
+        groups: list[dict] = []
+
+        def send_group(*, chat_id: str, content: str, business_line: str = "") -> bool:
+            groups.append({"chat_id": chat_id, "content": content, "line": business_line})
+            return True
+
+        now = datetime.now(SHANGHAI)
+        n = poll_event_exceptions(
+            ledger=book, now=now, send_group=send_group, notify_ready=False
+        )
+        self.assertEqual(n, 1)
+        self.assertEqual(book.get_ticket(work_order_no=wo).event_exception, "产品响应超时")
+        self.assertTrue(groups)
+        self.assertIn("@张三", groups[0]["content"])
+        n2 = poll_event_exceptions(
+            ledger=book, now=now, send_group=send_group, notify_ready=False
+        )
+        self.assertEqual(n2, 0)
+
+
+if __name__ == "__main__":
+    unittest.main()

inquiry-agent/tests/test_land_dispatch.py

@@ -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")

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_text_inquiry.py

@@ -622,9 +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):
@@ -673,6 +676,9 @@ class SeaSkipAndPullTests(unittest.TestCase):
             card_meta={"response_code": "rc-sea-1"},
         )
         self.assertEqual(phase, "wait_adopt")
+        ticket = self.ledger.get_ticket(work_order_no=self.flow.session_of("s1").work_order_no)
+        self.assertEqual(ticket.event_wait_kind, "adopt")
+        self.assertTrue(ticket.event_wait_started_at)
         self.assertIn("已跳过内部协同", "\n".join(self.replies))
         scheme = "\n".join(x for x in self.replies if "报价方案" in x)
         self.assertIn("运输方式：海运", scheme)
@@ -719,6 +725,9 @@ class SeaSkipAndPullTests(unittest.TestCase):
             card_meta={"response_code": "rc-pull-1"},
         )
         self.assertEqual(phase, "collab_group")
+        ticket = self.ledger.get_ticket(work_order_no=wo)
+        self.assertEqual(ticket.event_wait_kind, "product_quote")
+        self.assertTrue(ticket.event_wait_started_at)
         joined = "\n".join(self.replies)
         self.assertIn("协同群已创建", joined)
         self.assertIn(wo, joined)
@@ -1584,6 +1593,8 @@ class SeaGroupOpsTests(unittest.TestCase):
         )
         self.assertEqual(phase, "product_file_quote")
         ticket = self.ledger.get_ticket(work_order_no=wo)
+        self.assertEqual(ticket.event_wait_kind, "deal")
+        self.assertTrue(ticket.event_wait_started_at)
         self.assertEqual(ticket.attachments[0]["file_name"], "产品报价.pdf")
         self.assertEqual(ticket.status, "已报价")
         texts = [x.get("content") or "" for x in self.groups.sent if x.get("kind") == "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

@@ -164,6 +164,51 @@ public class InquiryAgentController {
         return Result.OK(out);
     }
 
+    @ApiOperation("开始事件异常等待（不改六态）")
+    @PostMapping("/ticket/startEventWait")
+    public Result<Map<String, Object>> startEventWait(@RequestBody Map<String, Object> body,
+                                                      HttpServletRequest http) {
+        if (!authed(http)) {
+            return Result.error(401, "unauthorized");
+        }
+        return Result.OK(workOrderService.startEventWait(
+                firstStr(body, "workOrderNo", "work_order_no"),
+                firstStr(body, "waitKind", "wait_kind")));
+    }
+
+    @ApiOperation("清空事件异常等待（不改六态、不清摘要）")
+    @PostMapping("/ticket/clearEventWait")
+    public Result<Map<String, Object>> clearEventWait(@RequestBody Map<String, Object> body,
+                                                      HttpServletRequest http) {
+        if (!authed(http)) {
+            return Result.error(401, "unauthorized");
+        }
+        return Result.OK(workOrderService.clearEventWait(firstStr(body, "workOrderNo", "work_order_no")));
+    }
+
+    @ApiOperation("列出未告警的事件异常等待（Worker 巡检）")
+    @PostMapping("/ticket/listEventWaits")
+    public Result<java.util.List<Map<String, Object>>> listEventWaits(
+            @RequestBody(required = false) Map<String, Object> body,
+            HttpServletRequest http) {
+        if (!authed(http)) {
+            return Result.error(401, "unauthorized");
+        }
+        return Result.OK(workOrderService.listEventWaits());
+    }
+
+    @ApiOperation("记下事件异常摘要并标记已告警（不改六态）")
+    @PostMapping("/ticket/recordEventException")
+    public Result<Map<String, Object>> recordEventException(@RequestBody Map<String, Object> body,
+                                                            HttpServletRequest http) {
+        if (!authed(http)) {
+            return Result.error(401, "unauthorized");
+        }
+        return Result.OK(workOrderService.recordEventException(
+                firstStr(body, "workOrderNo", "work_order_no"),
+                firstStr(body, "eventException", "event_exception")));
+    }
+
     @ApiOperation("智能体续办读单（只读，校验发起人）")
     @PostMapping("/ticket/get")
     public Result<Map<String, Object>> get(@RequestBody Map<String, Object> body,
@@ -204,6 +249,37 @@ 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/controller/InquiryResponseTimeoutController.java

@@ -24,7 +24,7 @@ import java.util.Map;
  * <p>
  * 只提供全量列表与改小时数；无 add/delete，维度由 SQL 种子固定。
  * 每条有唯一 timeoutCode（如 sea_sales），智能体单码调用；roleCode 仅为角色维度可重复。
- * 本接口供管理后台使用；工单超时判定尚未接入。
+ * 本接口供管理后台使用；智能体按 timeoutCode 读小时数做超时判定。
  * </p>
  */
 @Slf4j
@@ -81,6 +81,9 @@ public class InquiryResponseTimeoutController
         if (body.getTimeoutHours() == null) {
             return Result.error("超时小时不能为空");
         }
+        if (body.getTimeoutHours().compareTo(java.math.BigDecimal.ZERO) < 0) {
+            return Result.error("超时小时不能为负数");
+        }
         try {
             responseTimeoutService.updateTimeoutHours(body.getId(), body.getTimeoutHours(), currentUsername());
             return Result.OK("已保存");

inquiry-api/jeecg-module-inquiry/src/main/java/org/jeecg/modules/inquiry/domain/EventExceptionRule.java

@@ -0,0 +1,109 @@
+package org.jeecg.modules.inquiry.domain;
+
+import org.apache.commons.lang3.StringUtils;
+
+import java.util.Arrays;
+import java.util.Date;
+import java.util.LinkedHashSet;
+import java.util.Set;
+
+/**
+ * 事件异常纯规则：摘要拼接、哪些六态还盯超时、换等待种类才重置计时。
+ * <p>
+ * 不写库、不发企微。工单六态不因事件异常改变。
+ */
+public final class EventExceptionRule {
+
+    private EventExceptionRule() {
+    }
+
+    /**
+     * 多次异常拼在一起；同一类型不重复。
+     */
+    public static String appendSummary(String existing, String type) {
+        String add = StringUtils.trimToEmpty(type);
+        if (add.isEmpty()) {
+            return StringUtils.trimToEmpty(existing);
+        }
+        String cur = StringUtils.trimToEmpty(existing);
+        if (cur.isEmpty() || "-".equals(cur)) {
+            return add;
+        }
+        Set<String> parts = new LinkedHashSet<String>(Arrays.asList(cur.split("；")));
+        if (parts.contains(add)) {
+            return cur;
+        }
+        parts.add(add);
+        StringBuilder out = new StringBuilder();
+        for (String p : parts) {
+            String one = StringUtils.trimToEmpty(p);
+            if (one.isEmpty()) {
+                continue;
+            }
+            if (out.length() > 0) {
+                out.append('；');
+            }
+            out.append(one);
+        }
+        return out.toString();
+    }
+
+    /**
+     * 已成交 / 已关闭 / 转人工不再盯；未成交仍可能在等原因。
+     */
+    public static boolean isWatchable(String status) {
+        if (StringUtils.isBlank(status)) {
+            return false;
+        }
+        if (TicketStatuses.DEAL.equals(status)
+                || TicketStatuses.CLOSED.equals(status)
+                || TicketStatuses.HANDOFF.equals(status)) {
+            return false;
+        }
+        return TicketStatuses.isKnown(status);
+    }
+
+    /**
+     * 等待种类变了才重置起点；同一种类重复 start 不改已过时间。
+     */
+    public static boolean shouldResetClock(String currentKind, String newKind) {
+        String cur = StringUtils.trimToEmpty(currentKind);
+        String next = StringUtils.trimToEmpty(newKind);
+        if (next.isEmpty()) {
+            return false;
+        }
+        return !cur.equals(next);
+    }
+
+    /**
+     * 开始等待后的三列新值。
+     */
+    public static EventWaitState applyStart(String currentKind, Date started, Integer alerted,
+                                            String newKind, Date now) {
+        String next = StringUtils.trimToEmpty(newKind);
+        if (next.isEmpty()) {
+            return new EventWaitState(currentKind, started, alerted);
+        }
+        if (!shouldResetClock(currentKind, next)) {
+            Date keep = started != null ? started : now;
+            int flag = alerted == null ? 0 : alerted.intValue();
+            return new EventWaitState(next, keep, flag);
+        }
+        return new EventWaitState(next, now, 0);
+    }
+
+    /**
+     * 当前等待三列。
+     */
+    public static final class EventWaitState {
+        public final String kind;
+        public final Date startedAt;
+        public final int alerted;
+
+        public EventWaitState(String kind, Date startedAt, int alerted) {
+            this.kind = kind;
+            this.startedAt = startedAt;
+            this.alerted = alerted;
+        }
+    }
+}

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

@@ -19,7 +19,7 @@ import java.util.Date;
  * <p>
  * 维度行由种子固定（运输方式/角色/线路类别/运输类型），后台只允许改 timeoutHours。
  * timeoutCode 每条唯一，供智能体单码查询超时小时；roleCode 仅为角色维度，可重复。
- * 本表是配置真相；工单超时判定后续再读本表，本期仅 CRUD 小时数。
+ * 本表是配置真相；工单超时判定读 timeoutHours（允许小数，0=不监测）。
  * </p>
  */
 @Data
@@ -49,8 +49,8 @@ public class InquiryResponseTimeout implements Serializable {
     @ApiModelProperty("运输类型（海运/陆运产品有值，其余空串）")
     private String transportType;
 
-    @ApiModelProperty("超时小时，整数≥0")
-    private Integer timeoutHours;
+    @ApiModelProperty("超时小时，允许小数，0=不监测")
+    private java.math.BigDecimal timeoutHours;
 
     @ApiModelProperty("展示排序")
     private Integer sortNo;

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

@@ -116,12 +116,36 @@ public class InquiryTicket implements Serializable {
     @ApiModelProperty("事件异常摘要")
     private String eventException;
 
+    @ApiModelProperty("事件异常当前等待种类")
+    private String eventWaitKind;
+
+    @ApiModelProperty("事件异常当前等待起点")
+    @JsonFormat(timezone = "GMT+8", pattern = "yyyy-MM-dd HH:mm:ss")
+    @DateTimeFormat(pattern = "yyyy-MM-dd HH:mm:ss")
+    private Date eventWaitStartedAt;
+
+    @ApiModelProperty("当前等待是否已告警 0/1")
+    private Integer eventWaitAlerted;
+
     @ApiModelProperty("系统异常摘要")
     private String systemException;
 
     @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/IInquiryResponseTimeoutService.java

@@ -15,10 +15,10 @@ public interface IInquiryResponseTimeoutService extends IService<InquiryResponse
      * 仅更新超时小时数；维度字段不可改。
      *
      * @param id           配置行 id
-     * @param timeoutHours 新小时数（≥0）
+     * @param timeoutHours 新小时数（≥0，允许小数，0=不监测）
      * @param updateBy     操作人登录名
      */
-    void updateTimeoutHours(String id, int timeoutHours, String updateBy);
+    void updateTimeoutHours(String id, java.math.BigDecimal timeoutHours, String updateBy);
 
     /**
      * 把陆运产品「普件，…」运输类型对齐产品确认的括号文案。

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。
      */
@@ -121,4 +136,24 @@ public interface IInquiryWorkOrderService extends IService<InquiryTicket> {
      * 只改到期行，不加全局锁。
      */
     java.util.List<java.util.Map<String, Object>> claimDueNegotiate();
+
+    /**
+     * 开始盯事件异常等待。种类相同不重置起点；种类不同重置并清已告警。不改六态。
+     */
+    Map<String, Object> startEventWait(String workOrderNo, String waitKind);
+
+    /**
+     * 清空当前事件异常等待三列，不改 eventException 摘要、不改六态。
+     */
+    Map<String, Object> clearEventWait(String workOrderNo);
+
+    /**
+     * 列出未告警且可盯的等待中工单，供 Worker 巡检。
+     */
+    java.util.List<java.util.Map<String, Object>> listEventWaits();
+
+    /**
+     * 追加事件异常摘要并标记当前等待已告警。不改六态。
+     */
+    Map<String, Object> recordEventException(String workOrderNo, String eventException);
 }

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

@@ -71,8 +71,8 @@ public class InquiryResponseTimeoutServiceImpl
 
     @Override
     @Transactional(rollbackFor = Exception.class)
-    public void updateTimeoutHours(String id, int timeoutHours, String updateBy) {
-        if (timeoutHours < 0) {
+    public void updateTimeoutHours(String id, java.math.BigDecimal timeoutHours, String updateBy) {
+        if (timeoutHours == null || timeoutHours.compareTo(java.math.BigDecimal.ZERO) < 0) {
             throw new IllegalArgumentException("超时小时不能为负数");
         }
         InquiryResponseTimeout row = getById(id);

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

@@ -6,6 +6,7 @@ import com.baomidou.mybatisplus.extension.plugins.pagination.Page;
 import com.baomidou.mybatisplus.extension.service.impl.ServiceImpl;
 import org.apache.commons.lang3.StringUtils;
 import org.jeecg.modules.inquiry.domain.AirGroupActivateRule;
+import org.jeecg.modules.inquiry.domain.EventExceptionRule;
 import org.jeecg.modules.inquiry.domain.TicketStatuses;
 import org.jeecg.modules.inquiry.dto.AgentTicketCreateRequest;
 import org.jeecg.modules.inquiry.dto.TicketAbnormalRequest;
@@ -20,8 +21,10 @@ 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 +72,10 @@ 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) {
@@ -95,7 +102,7 @@ public class InquiryWorkOrderServiceImpl extends ServiceImpl<InquiryTicketMapper
             if ("-".equals(filters.get("eventException"))) {
                 qw.and(w -> w.isNull(InquiryTicket::getEventException).or().eq(InquiryTicket::getEventException, "").or().eq(InquiryTicket::getEventException, "-"));
             } else {
-                qw.eq(InquiryTicket::getEventException, filters.get("eventException"));
+                qw.like(InquiryTicket::getEventException, filters.get("eventException"));
             }
         }
         if (StringUtils.isNotBlank(filters.get("systemException"))) {
@@ -300,6 +307,8 @@ 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 +319,12 @@ 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 +354,110 @@ 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 +818,19 @@ 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;
     }
 
@@ -1274,6 +1406,204 @@ public class InquiryWorkOrderServiceImpl extends ServiceImpl<InquiryTicketMapper
         }
     }
 
+    /**
+     * 开始盯当前等待。可盯状态才写；同种类不重置起点。
+     */
+    @Override
+    @Transactional(rollbackFor = Exception.class)
+    public Map<String, Object> startEventWait(String workOrderNo, String waitKind) {
+        Map<String, Object> out = new LinkedHashMap<>();
+        String no = StringUtils.trimToEmpty(workOrderNo);
+        String kind = StringUtils.trimToEmpty(waitKind);
+        InquiryTicket ticket = findByWorkOrderNo(no);
+        if (ticket == null) {
+            out.put("ok", false);
+            out.put("error", "not_found");
+            return out;
+        }
+        if (!EventExceptionRule.isWatchable(ticket.getStatus()) || kind.isEmpty()) {
+            out.put("ok", false);
+            out.put("error", "not_watchable");
+            out.put("status", ticket.getStatus());
+            return out;
+        }
+        Date now = new Date();
+        EventExceptionRule.EventWaitState next = EventExceptionRule.applyStart(
+                ticket.getEventWaitKind(), ticket.getEventWaitStartedAt(),
+                ticket.getEventWaitAlerted(), kind, now);
+        ticket.setEventWaitKind(next.kind);
+        ticket.setEventWaitStartedAt(next.startedAt);
+        ticket.setEventWaitAlerted(next.alerted);
+        ticket.setUpdateTime(now);
+        updateById(ticket);
+        out.put("ok", true);
+        out.put("work_order_no", no);
+        out.put("eventWaitKind", next.kind);
+        out.put("eventWaitAlerted", next.alerted);
+        return out;
+    }
+
+    @Override
+    @Transactional(rollbackFor = Exception.class)
+    public Map<String, Object> clearEventWait(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.setEventWaitKind(null);
+        ticket.setEventWaitStartedAt(null);
+        ticket.setEventWaitAlerted(0);
+        ticket.setUpdateTime(new Date());
+        updateById(ticket);
+        out.put("ok", true);
+        out.put("work_order_no", ticket.getWorkOrderNo());
+        return out;
+    }
+
+    @Override
+    public List<Map<String, Object>> listEventWaits() {
+        List<InquiryTicket> rows = list(new LambdaQueryWrapper<InquiryTicket>()
+                .isNotNull(InquiryTicket::getEventWaitKind)
+                .ne(InquiryTicket::getEventWaitKind, "")
+                .and(w -> w.isNull(InquiryTicket::getEventWaitAlerted)
+                        .or().eq(InquiryTicket::getEventWaitAlerted, 0))
+                .notIn(InquiryTicket::getStatus,
+                        TicketStatuses.DEAL, TicketStatuses.CLOSED, TicketStatuses.HANDOFF));
+        List<Map<String, Object>> out = new ArrayList<>();
+        if (rows == null) {
+            return out;
+        }
+        SimpleDateFormat fmt = new SimpleDateFormat("yyyy-MM-dd HH:mm:ss");
+        for (InquiryTicket ticket : rows) {
+            if (ticket == null || !EventExceptionRule.isWatchable(ticket.getStatus())) {
+                continue;
+            }
+            Map<String, Object> one = new LinkedHashMap<>();
+            one.put("workOrderNo", ticket.getWorkOrderNo());
+            one.put("work_order_no", ticket.getWorkOrderNo());
+            one.put("status", ticket.getStatus());
+            one.put("businessLine", StringUtils.defaultString(ticket.getBusinessLine()));
+            one.put("business_line", StringUtils.defaultString(ticket.getBusinessLine()));
+            one.put("eventWaitKind", ticket.getEventWaitKind());
+            one.put("event_wait_kind", ticket.getEventWaitKind());
+            if (ticket.getEventWaitStartedAt() != null) {
+                String started = fmt.format(ticket.getEventWaitStartedAt());
+                one.put("eventWaitStartedAt", started);
+                one.put("event_wait_started_at", started);
+            }
+            one.put("salesWecomId", StringUtils.defaultString(ticket.getSalesWecomId()));
+            one.put("sales_wecom_id", StringUtils.defaultString(ticket.getSalesWecomId()));
+            one.put("salesName", StringUtils.defaultString(ticket.getSalesName()));
+            one.put("sales_name", StringUtils.defaultString(ticket.getSalesName()));
+            one.put("collabChatId", StringUtils.defaultString(ticket.getCollabChatId()));
+            one.put("collab_chat_id", StringUtils.defaultString(ticket.getCollabChatId()));
+            List<String> members = parseMemberIds(ticket.getCollabMemberIds());
+            one.put("collabMemberIds", members);
+            one.put("collab_member_ids", members);
+            one.put("eventException", StringUtils.defaultString(ticket.getEventException()));
+            Map<String, String> facts = new LinkedHashMap<>();
+            if (StringUtils.isNotBlank(ticket.getFactsJson())) {
+                JSONObject parsed = JSON.parseObject(ticket.getFactsJson());
+                if (parsed != null) {
+                    for (String key : parsed.keySet()) {
+                        if (parsed.get(key) != null) {
+                            facts.put(key, String.valueOf(parsed.get(key)));
+                        }
+                    }
+                }
+            }
+            one.put("facts", facts);
+            if (ticket.getNextFollowupAt() != null) {
+                one.put("nextFollowupAt", fmt.format(ticket.getNextFollowupAt()));
+                one.put("next_followup_at", fmt.format(ticket.getNextFollowupAt()));
+            }
+            one.put("watchers", buildEventWatchers(ticket, members));
+            out.add(one);
+        }
+        return out;
+    }
+
+    @Override
+    @Transactional(rollbackFor = Exception.class)
+    public Map<String, Object> recordEventException(String workOrderNo, String eventException) {
+        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;
+        }
+        String type = StringUtils.trimToEmpty(eventException);
+        ticket.setEventException(EventExceptionRule.appendSummary(ticket.getEventException(), type));
+        ticket.setEventWaitAlerted(1);
+        ticket.setUpdateTime(new Date());
+        updateById(ticket);
+        appendLog(ticket, ticket.getStatus(), ticket.getStatus(), "event_exception", "agent", type);
+        out.put("ok", true);
+        out.put("work_order_no", ticket.getWorkOrderNo());
+        out.put("eventException", ticket.getEventException());
+        return out;
+    }
+
+    private List<Map<String, Object>> buildEventWatchers(InquiryTicket ticket, List<String> memberIds) {
+        List<Map<String, Object>> out = new ArrayList<>();
+        Set<String> seen = new HashSet<>();
+        List<String> ids = new ArrayList<>();
+        if (StringUtils.isNotBlank(ticket.getSalesWecomId())) {
+            ids.add(ticket.getSalesWecomId().trim());
+        }
+        if (memberIds != null) {
+            ids.addAll(memberIds);
+        }
+        if (ids.isEmpty()) {
+            return out;
+        }
+        List<InquiryStaffRole> rows = staffRoleMapper.selectList(new LambdaQueryWrapper<InquiryStaffRole>()
+                .in(InquiryStaffRole::getWecomId, ids)
+                .eq(InquiryStaffRole::getStatus, "active"));
+        Map<String, InquiryStaffRole> byId = new HashMap<>();
+        if (rows != null) {
+            for (InquiryStaffRole row : rows) {
+                if (row != null && StringUtils.isNotBlank(row.getWecomId())) {
+                    byId.put(row.getWecomId().trim(), row);
+                }
+            }
+        }
+        if (StringUtils.isNotBlank(ticket.getSalesWecomId())) {
+            String sid = ticket.getSalesWecomId().trim();
+            InquiryStaffRole sales = byId.get(sid);
+            Map<String, Object> one = new LinkedHashMap<>();
+            one.put("wecomId", sid);
+            one.put("name", sales != null ? StringUtils.defaultString(sales.getName())
+                    : StringUtils.defaultString(ticket.getSalesName()));
+            one.put("roleCode", sales != null ? StringUtils.defaultString(sales.getRoleCode()) : "sales");
+            one.put("notifyEventException", sales != null && sales.getNotifyEventException() != null
+                    ? sales.getNotifyEventException() : 0);
+            out.add(one);
+            seen.add(sid);
+        }
+        for (String uid : memberIds == null ? Collections.<String>emptyList() : memberIds) {
+            if (StringUtils.isBlank(uid) || seen.contains(uid)) {
+                continue;
+            }
+            InquiryStaffRole row = byId.get(uid);
+            if (row == null) {
+                continue;
+            }
+            Map<String, Object> one = new LinkedHashMap<>();
+            one.put("wecomId", uid);
+            one.put("name", StringUtils.defaultString(row.getName()));
+            one.put("roleCode", StringUtils.defaultString(row.getRoleCode()));
+            one.put("notifyEventException", row.getNotifyEventException() == null ? 0 : row.getNotifyEventException());
+            out.add(one);
+            seen.add(uid);
+        }
+        return out;
+    }
+
     private void appendLog(InquiryTicket ticket, String from, String to, String action, String operator, String remark) {
         InquiryTicketStatusLog log = new InquiryTicketStatusLog();
         log.setTicketId(ticket.getId());

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/resources/db/migration_inq_response_timeout_hours_decimal_v1.sql

@@ -0,0 +1,7 @@
+-- 超时小时改为小数，0 表示该规则不监测。
+-- 仅改 inquiry_robot；幂等说明：重复执行若已是 decimal 会报 1060/1064，可忽略。
+
+SET NAMES utf8mb4;
+
+ALTER TABLE `inq_response_timeout`
+  MODIFY COLUMN `timeout_hours` decimal(10,4) NOT NULL DEFAULT 0 COMMENT '超时小时，允许小数，0=不监测';

inquiry-api/jeecg-module-inquiry/src/main/resources/db/migration_inq_ticket_event_wait_v1.sql

@@ -0,0 +1,9 @@
+-- 工单事件异常当前等待：种类、起点、是否已告警。
+-- 仅改 inquiry_robot。列已存在则跳过（手工执行前请 DESCRIBE inq_ticket）。
+
+SET NAMES utf8mb4;
+
+ALTER TABLE `inq_ticket`
+  ADD COLUMN `event_wait_kind` varchar(32) NULL COMMENT '事件异常当前等待' AFTER `event_exception`,
+  ADD COLUMN `event_wait_started_at` datetime NULL COMMENT '当前等待起点' AFTER `event_wait_kind`,
+  ADD COLUMN `event_wait_alerted` tinyint NULL DEFAULT 0 COMMENT '当前等待是否已告警' AFTER `event_wait_started_at`;

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/domain/EventExceptionRuleTest.java

@@ -0,0 +1,53 @@
+package org.jeecg.modules.inquiry.domain;
+
+import org.junit.jupiter.api.Test;
+
+import static org.junit.jupiter.api.Assertions.assertEquals;
+import static org.junit.jupiter.api.Assertions.assertFalse;
+import static org.junit.jupiter.api.Assertions.assertTrue;
+
+/**
+ * 事件异常纯规则：摘要拼接、可盯状态、换等待种类才重置计时。
+ */
+public class EventExceptionRuleTest {
+
+    @Test
+    public void appendKeepsBothTypes() {
+        assertEquals("航线响应超时", EventExceptionRule.appendSummary("", "航线响应超时"));
+        assertEquals("航线响应超时；销售响应超时",
+                EventExceptionRule.appendSummary("航线响应超时", "销售响应超时"));
+        assertEquals("航线响应超时", EventExceptionRule.appendSummary("航线响应超时", "航线响应超时"));
+    }
+
+    @Test
+    public void lostIsWatchableHandoffIsNot() {
+        assertTrue(EventExceptionRule.isWatchable("未成交"));
+        assertTrue(EventExceptionRule.isWatchable(TicketStatuses.INQUIRING));
+        assertFalse(EventExceptionRule.isWatchable("已成交"));
+        assertFalse(EventExceptionRule.isWatchable("已关闭"));
+        assertFalse(EventExceptionRule.isWatchable("转人工"));
+    }
+
+    @Test
+    public void sameKindDoesNotResetClock() {
+        assertFalse(EventExceptionRule.shouldResetClock("air_quote", "air_quote"));
+        assertTrue(EventExceptionRule.shouldResetClock("air_quote", "adopt"));
+        assertTrue(EventExceptionRule.shouldResetClock("", "product_quote"));
+    }
+
+    @Test
+    public void applyStartKeepsClockOnSameKind() {
+        java.util.Date first = new java.util.Date(1_000L);
+        java.util.Date now = new java.util.Date(2_000L);
+        EventExceptionRule.EventWaitState keep = EventExceptionRule.applyStart(
+                "air_quote", first, 1, "air_quote", now);
+        assertEquals("air_quote", keep.kind);
+        assertEquals(first, keep.startedAt);
+        assertEquals(1, keep.alerted);
+        EventExceptionRule.EventWaitState reset = EventExceptionRule.applyStart(
+                "air_quote", first, 1, "adopt", now);
+        assertEquals("adopt", reset.kind);
+        assertEquals(now, reset.startedAt);
+        assertEquals(0, reset.alerted);
+    }
+}

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

@@ -82,14 +82,14 @@ async function loadList() {
 onMounted(() => loadList());
 
 function onHoursInput(id, raw) {
-  const n = Math.floor(Number(raw));
+  const n = Number(raw);
   draftHours.value[id] = Number.isFinite(n) && n >= 0 ? n : 0;
 }
 
 async function commitHours(row) {
   const hours = draftHours.value[row.id];
   if (hours == null || !Number.isFinite(hours) || hours < 0) {
-    message.warning('超时小时须为 ≥0 的整数');
+    message.warning('超时小时须为 ≥0 的数字，支持小数');
     draftHours.value[row.id] = row.timeoutHours;
     return;
   }
@@ -113,7 +113,7 @@ async function commitHours(row) {
 <template>
   <div class="sys-setting-page">
     <div class="toolbar-bar">
-      <span class="hint">固定规则，仅可改超时小时；编码唯一只读，供智能体调用；失焦或回车保存</span>
+      <span class="hint">固定规则，仅可改超时小时（支持小数，0=不监测）；编码唯一只读，供智能体调用；失焦或回车保存</span>
     </div>
 
     <div v-if="loading" style="padding: 24px; color: #94a3b8">加载中…</div>
@@ -151,7 +151,7 @@ async function commitHours(row) {
                       class="field hours-input"
                       type="number"
                       min="0"
-                      step="1"
+                      step="0.01"
                       :value="draftHours[row.id]"
                       :disabled="savingId === row.id"
                       @input="onHoursInput(row.id, $event.target.value)"

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">