300 lines
10 KiB
Python
300 lines
10 KiB
Python
"""
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转人工：缺项连问计数、虚拟工单号、入口/冻结判定。
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本文件职责：只给流程提供纯函数与轻量序号；不发企微、不改主账六态。
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调用：Worker / 私聊流程；禁止回调线程生成号后同步建群。
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为何独立：海运/陆运/空运共用同一套计数与号码，避免三份 if。
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"""
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from __future__ import annotations
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import logging
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import threading
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from datetime import datetime
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from typing import Any, Optional
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from zoneinfo import ZoneInfo
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logger = logging.getLogger(__name__)
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_SHANGHAI = ZoneInfo("Asia/Shanghai")
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# 新询价第一次补问不计数；之后同一批缺项再问满 3 次仍不齐，第 3 次出入口。
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CLARIFY_LIMIT = 3
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VIRTUAL_PREFIX = "VT"
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# 陆运类型+线路还对不上时，转人工摘要仍列出这一套协同项，全部为「-」。
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_LAND_HANDOFF_COLLAB_FALLBACK = (
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"客户名称",
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"HS编码",
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"贸易条款",
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"包装方式",
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"是否为危险品",
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)
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_seq_lock = threading.Lock()
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_seq_by_day: dict[str, int] = {}
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HANDOFF_STATUS = "转人工"
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TERMINAL_STATUSES = frozenset({"已成交", "未成交", "已关闭", HANDOFF_STATUS})
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FROZEN_STATUSES = frozenset({HANDOFF_STATUS})
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def missing_signature(keys: list[str] | tuple[str, ...] | None) -> str:
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"""缺项集合签名：顺序无关，用来判断是不是同一批。"""
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return "|".join(sorted({str(k).strip() for k in (keys or []) if str(k).strip()}))
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def note_clarify_round(sess: Any, missing_keys: list[str] | tuple[str, ...] | None) -> str:
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"""
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记下本轮缺项。返回 ask（继续补问）或 handoff（该出转人工入口）。
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新询价（或缺项集合刚变）的第一次补问不计数、不打（1/3）。
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之后同一签名再问：1/3、2/3；第 3 次仍不齐返回 handoff（调用方先发 3/3 再出入口）。
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签名变了：计数清零，并作废「3 次反问」那张入口（handoff_offer=clarify）。
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副作用：改 sess.clarify_* / 可能清 handoff_offer。
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"""
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sig = missing_signature(missing_keys)
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if not sig:
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if getattr(sess, "handoff_offer", "") == "clarify":
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sess.handoff_offer = ""
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sess.clarify_missing_sig = ""
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sess.clarify_retry = 0
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return "ask"
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prev = str(getattr(sess, "clarify_missing_sig", "") or "")
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retry = int(getattr(sess, "clarify_retry", 0) or 0)
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if prev == sig:
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retry = retry + 1
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sess.clarify_retry = retry
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if retry >= CLARIFY_LIMIT:
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return "handoff"
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return "ask"
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if str(getattr(sess, "handoff_offer", "") or "") == "clarify":
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sess.handoff_offer = ""
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sess.clarify_missing_sig = sig
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sess.clarify_retry = 0
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return "ask"
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def next_virtual_no(*, now: datetime | None = None) -> str:
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"""
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虚拟工单号：VT + 上海日历日 8 位 + 当日 4 位流水。
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不占正式 WO。进程内计数；有 Redis 时尽量用 INCR，失败则回退内存。
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"""
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day = (now or datetime.now(_SHANGHAI)).strftime("%Y%m%d")
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seq = _next_seq(day)
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return f"{VIRTUAL_PREFIX}{day}{seq:04d}"
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def _next_seq(day: str) -> int:
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try:
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from agent.config import get_settings
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from agent.redis_coord.keys import join_key
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settings = get_settings()
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raw = getattr(settings, "redis_url", "") or ""
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prefix = getattr(settings, "redis_key_prefix", "") or "inquiry_robot:"
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if raw:
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import redis
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client = redis.Redis.from_url(raw, socket_timeout=2, socket_connect_timeout=2)
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key = join_key(prefix, "vtseq", day)
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n = int(client.incr(key))
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client.expire(key, 3 * 24 * 3600)
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return n
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except Exception:
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logger.info("虚拟号 Redis 序号不可用，改用进程内计数 day=%s", day)
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with _seq_lock:
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n = _seq_by_day.get(day, 0) + 1
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_seq_by_day[day] = n
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return n
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def reset_virtual_seq_for_test() -> None:
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"""单测重置当日流水。"""
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with _seq_lock:
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_seq_by_day.clear()
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def is_virtual_no(work_order_no: str) -> bool:
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raw = (work_order_no or "").strip().upper()
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return raw.startswith(VIRTUAL_PREFIX) and len(raw) >= 10
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def is_frozen_status(status: str) -> bool:
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return (status or "").strip() in FROZEN_STATUSES
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def is_handoff_frozen(sess: Any) -> bool:
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"""这一票已经真正转人工，私聊不应再把它当当前询价。"""
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if sess is None:
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return False
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if bool(getattr(sess, "handoff_committed", False)):
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return True
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return is_frozen_status(str(getattr(sess, "status", "") or ""))
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def is_closed_for_handoff(status: str) -> bool:
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"""已成交/未成交/已关闭不再出转人工入口。转人工本身也不再重复入口。"""
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st = (status or "").strip()
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return st in {"已成交", "未成交", "已关闭", HANDOFF_STATUS}
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def display_ticket_no(sess: Any) -> str:
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"""群/卡片展示号：正式号优先，否则虚拟号。"""
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return (
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str(getattr(sess, "work_order_no", "") or "").strip()
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or str(getattr(sess, "virtual_work_order_no", "") or "").strip()
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)
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def ensure_virtual_no(sess: Any) -> str:
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"""还没有正式号时确保有虚拟号。已有正式号不生成。"""
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real = str(getattr(sess, "work_order_no", "") or "").strip()
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if real:
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return real
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vt = str(getattr(sess, "virtual_work_order_no", "") or "").strip()
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if vt:
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return vt
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vt = next_virtual_no()
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sess.virtual_work_order_no = vt
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return vt
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# 这些阶段还没为本票建正式单，转人工入口必须用虚拟号。
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_PRE_CREATE_PHASES = frozenset(
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{
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"",
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"idle",
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"clarify",
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"need_mode",
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"need_land_options",
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"wait_confirm",
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"handoff_offer",
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}
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)
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def ticket_no_for_handoff_offer(sess: Any) -> str:
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"""
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转人工入口上给销售看的号码。
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本票还在补问/核对本、没建正式单：给 VT，丢掉会话里挂着的旧 WO。
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已经出过正式单（已报价/协同中等）：沿用 WO。
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"""
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phase = str(getattr(sess, "phase", "") or "").strip()
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real = str(getattr(sess, "work_order_no", "") or "").strip()
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if real and not is_virtual_no(real) and phase not in _PRE_CREATE_PHASES:
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return real
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if real and not is_virtual_no(real):
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sess.work_order_no = ""
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return ensure_virtual_no(sess)
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def inherit_pre_create_ticket(sess: Any, new_sess: Any) -> None:
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"""
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同一轮补问可以接着用号；从已出票旧书签开新补问则不带旧 WO/群。
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"""
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prev = str(getattr(sess, "phase", "") or "").strip()
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if prev not in _PRE_CREATE_PHASES:
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return
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if not str(getattr(new_sess, "work_order_no", "") or "").strip():
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new_sess.work_order_no = str(getattr(sess, "work_order_no", "") or "").strip()
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if not str(getattr(new_sess, "collab_chat_id", "") or "").strip():
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new_sess.collab_chat_id = str(getattr(sess, "collab_chat_id", "") or "").strip()
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def void_virtual_no(sess: Any) -> None:
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"""正式建单后作废虚拟号。"""
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sess.virtual_work_order_no = ""
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def has_collab_group(sess: Any) -> bool:
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return bool(str(getattr(sess, "collab_chat_id", "") or "").strip())
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def transport_label(business_line: str) -> str:
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code = (business_line or "").strip().upper()
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return {"SEA": "海运", "AIR": "空运", "LAND": "陆运"}.get(code, "")
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def try_commit_air_group_handoff(flow: Any, *, chat_id: str, work_order_no: str) -> str:
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"""
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空运群里出现待转人工的工单号：发转人工摘要并冻结。
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对不上或虚拟号已作废：返回空，交给原激活逻辑。
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"""
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no = (work_order_no or "").strip().upper()
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if not no:
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return ""
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getter = getattr(flow, "session_by_work_order", None)
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sess = getter(no) if callable(getter) else None
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if sess is None:
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return ""
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if not sess.handoff_offer or sess.handoff_committed:
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return ""
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display = display_ticket_no(sess).upper()
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if display != no:
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return ""
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from agent.policy import inquiry_copy as copy
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from agent.policy.sea_group_ops import group_client_of, send_group_text
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book = getattr(flow, "ledger", None)
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airline_names: list[str] = []
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lister = getattr(book, "list_staff_by_role", None) if book else None
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if callable(lister):
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try:
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for row in lister(role_code="air") or []:
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name = str(row.get("name") or "").strip()
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if name:
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airline_names.append(name)
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except Exception:
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logger.exception("空运转人工取航线名单失败")
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sales = ""
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namer = getattr(flow, "_sales_display_name", None)
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if callable(namer):
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sales = namer(sess.sender_id)
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brief = copy.handoff_group_brief(
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work_order_no=display_ticket_no(sess),
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facts=sess.facts,
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business_line="AIR",
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sales_name=sales,
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airline_names=airline_names,
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)
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send_group_text(group_client_of(flow), chat_id, brief)
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real = (sess.work_order_no or "").strip()
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if real and not is_virtual_no(real):
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trans = getattr(book, "transition", None) if book else None
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if callable(trans):
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trans(
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work_order_no=real,
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to_status=HANDOFF_STATUS,
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remark=copy.HANDOFF_CLARIFY_REASON
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if sess.handoff_offer == "clarify"
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else copy.HANDOFF_INTENT_REASON,
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)
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sess.status = HANDOFF_STATUS
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from agent.policy.event_exception import clear_wait
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clear_wait(book, work_order_no=real)
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sess.handoff_committed = True
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sess.handoff_offer = ""
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sess.phase = "handoff_done"
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sess.collab_chat_id = chat_id
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saver = getattr(flow, "_save", None)
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if callable(saver):
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saver(sess)
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return "handoff_done"
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def collab_keys_for_handoff(facts: dict[str, str] | None, business_line: str) -> tuple[str, ...]:
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"""转人工摘要要列出的协同键；对不上陆运套餐时用兜底五项。"""
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from agent.schema.field_validate import SEA_COLLAB_FIELDS, collab_fields_for_ticket
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line = (business_line or "").strip().upper()
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keys = collab_fields_for_ticket(facts, line)
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if keys:
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return keys
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if line == "LAND":
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return _LAND_HANDOFF_COLLAB_FALLBACK
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return SEA_COLLAB_FIELDS
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