diff --git a/ticket/core.py b/ticket/core.py
index 8f1e529..38ceba1 100644
--- a/ticket/core.py
+++ b/ticket/core.py
@@ -454,7 +454,12 @@ async def ticket_transfer(ticket_id, user_id, to_role='', to_user='', reason='')
             # 目标用户的角色（取 owner 类第一个作为工单角色，保持 I2/I3 语义）
             troles = await get_user_roles(sor, to_user)
             owner_roles = [r for r in troles if r.startswith('owner.')]
-            new_role = owner_roles[0] if owner_roles else cur_role
+            # 2026-09-10 修复：目标用户必须持有 owner 角色。原逻辑无角色时静默回退
+            # cur_role，产生孤儿工单：角色池无人可认领（目标不持该角色），
+            # 目标自己打开管理页也被权限分支挡住——待办在却查无此单。
+            if not owner_roles:
+                return False, ('TK_E004', '目标用户未持有 owner 组织类型角色，无法受理工单，请改派角色或先为其分配角色')
+            new_role = owner_roles[0]
             ok = await _cas_status(sor, ticket_id, S_HUMAN_PROCESSING, {
                 'status': S_HUMAN_PROCESSING, 'assignee_role': new_role,
                 'assignee_id': to_user})
@@ -496,8 +501,10 @@ async def transfer_candidates():
             "ORDER BY name", {})
         await sor.sqlExe("COMMIT", {})
         urecs = await sor.sqlExe(
-            "SELECT id, username, nick_name FROM users WHERE orgid='0' AND user_status='0' "
-            "ORDER BY username", {})
+            "SELECT DISTINCT u.id, u.username, u.nick_name FROM users u "
+            "JOIN userrole ur ON ur.userid=u.id JOIN role r ON r.id=ur.roleid "
+            "WHERE u.orgid='0' AND u.user_status='0' AND r.orgtypeid='owner' "
+            "AND r.name NOT IN ('*','customer') ORDER BY u.username", {})
         await sor.sqlExe("COMMIT", {})
     roles = [{'value': 'owner.' + str(getattr(r, 'name', '')),
               'text': 'owner.' + str(getattr(r, 'name', ''))} for r in (rrecs or [])]
@@ -554,9 +561,15 @@ async def list_staff_tickets(user_id, roles=None, queue='all', limit=100):
                     "AND assignee_id=${u}$")
             params["u"] = str(user_id or '')
         else:
-            if not _is_admin(roles) and not any(r.startswith('owner.') for r in roles):
-                return []
-            cond = "status NOT IN ('closed','cancelled') OR closed_at >= DATE_SUB(NOW(), INTERVAL 30 DAY)"
+            # all: admin/owner 角色看全量；其他账号至少能看到自己受理的工单
+            # （2026-09-10 修复：受理人若无 owner 角色，原逻辑直接返回[]，
+            # 受理人看不到自己手上的工单——待办点进来却查无此单）
+            if _is_admin(roles) or any(r.startswith('owner.') for r in roles):
+                cond = ("status NOT IN ('closed','cancelled') "
+                        "OR closed_at >= DATE_SUB(NOW(), INTERVAL 30 DAY)")
+            else:
+                cond = "assignee_id=${u}$"
+                params["u"] = str(user_id or '')
         recs = await sor.sqlExe(
             "SELECT t.id, t.ticket_no, t.title, t.category, t.priority, t.status, "
             "t.assignee_role, t.assignee_id, t.customer_org_id, t.created_at, "
diff --git a/wwwroot/api/ticket_detail_popup.dspy b/wwwroot/api/ticket_detail_popup.dspy
index c93a6a9..94ac2fe 100644
--- a/wwwroot/api/ticket_detail_popup.dspy
+++ b/wwwroot/api/ticket_detail_popup.dspy
@@ -197,6 +197,29 @@ else:
                                   + "}]}]}}]};"
                                   "bricks.widgetBuild(desc,bricks.app);")}]})
 
+# 双身份用户（既是工单客户又是staff，如平台管理员自建工单）：
+# staff 视角在 agent_replied/staff_replied 态无任何按钮，但此刻待办要求的动作是
+# 「客户确认/追问」——缺按钮导致待办永远清不掉（2026-09-10 用户报障）。
+# 补：staff 视角下若当前用户就是该工单客户，追加客户动作按钮。
+if view == 'staff' and str(t.get('customer_user_id', '')) == str(user_id) \
+        and status in ('agent_replied', 'staff_replied'):
+    buttons.append({
+        "widgettype": "Button",
+        "options": {"label": "✔ 确认解决并关闭（客户动作）", "css": "primary"},
+        "binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self",
+                   "script": _post_js(confirm_url, {"ticket_id": ticket_id})}]})
+    input_widgets.append({
+        "widgettype": "UiText", "id": "tk_followup_input",
+        "options": {"name": "tk_followup_input", "placeholder": "问题没解决？在此输入追问内容…",
+                    "width": "100%", "height": "70px"}})
+    buttons.append({
+        "widgettype": "Button",
+        "options": {"label": "追问（客户动作）", "css": "small"},
+        "binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self",
+                   "script": (_read_input_js('tk_followup_input')
+                              + "if(!cv){new bricks.Message({title:'请填写追问内容',message:'追问内容不能为空'}).open();return;}"
+                              + _post_js(followup_url, {"ticket_id": ticket_id, "content": "cv_placeholder"}))}]})
+
 # 追问/回复输入框 content 占位符替换为 JS 变量 cv
 for b in buttons:
     for bind in (b.get('binds') or []):
diff --git a/wwwroot/manage/index.ui b/wwwroot/manage/index.ui
index fc31bb2..034eb35 100644
--- a/wwwroot/manage/index.ui
+++ b/wwwroot/manage/index.ui
@@ -8,7 +8,7 @@
             "options": {
                 "css": "card", "padding": "8px", "submit_label": "查询",
                 "fields": [
-                    {"name": "queue", "label": "队列", "uitype": "code", "value": "pending", "cwidth": 10,
+                    {"name": "queue", "label": "队列", "uitype": "code", "value": "all", "cwidth": 10,
                      "data": [
                         {"value": "pending", "text": "待认领(我的角色池)"},
                         {"value": "mine", "text": "我受理的"},
@@ -30,7 +30,7 @@
                 "width": "100%", "css": "card",
                 "data_url": "{{entire_url('/ticket/api/staff_tickets.dspy')}}",
                 "data_method": "GET", "page_rows": 20,
-                "data_params": {"queue": "pending"},
+                "data_params": {"queue": "all"},
                 "toolbar": {
                     "tools": [
                         {"name": "view_detail", "label": "查看详情/处理", "selected_row": true}