feat(kb): 人工处理的工单关闭后自动沉淀进机构0平台知识库——ticket_confirm钩子+kb_ingest后台任务(仅staff对客回复的resolved工单,internal备注排除,幂等按同名文档查重,rag API模式不直写表,params ticket_platform_kb_name可配),下次同类工单agent检索即得参考资料可自动回答
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@ -464,6 +464,13 @@ async def ticket_confirm(ticket_id, user_id, org_id):
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await _add_message(sor, ticket_id, 'customer', user_id, '',
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'问题已解决，工单关闭。')
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logger.info("ticket closed by customer: %s", ticket_id)
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# 人工处理过的工单沉淀进平台知识库（后台任务，软降级不影响关闭；
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# 纯 agent 解决的由 kb_ingest.build_ticket_doc 内部判别人工消息后跳过）
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try:
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from .kb_ingest import schedule_ingest
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schedule_ingest(ticket_id)
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except Exception as e:
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logger.warning("ticket %s kb ingest 挂钩失败: %s", ticket_id, str(e)[:120])
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return True, {'status': S_CLOSED, 'message': '工单已关闭'}
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265
ticket/kb_ingest.py
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265
ticket/kb_ingest.py
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# -*- coding: utf-8 -*-
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"""ticket/kb_ingest.py — 人工处理的工单关闭后自动沉淀进平台知识库。
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目的（用户需求 2026-09-11）：人工处理过的工单进入机构 '0' 的「平台知识库」，
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工单 agent（agent.py _platform_rag_search 检索 org '0' 全部可见 KB）下次遇到
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同类问题即可自动回答，不再重复转人工。
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触发点：core.ticket_confirm（客户确认解决 → closed/resolved）成功后，
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后台任务 ingest_ticket_to_kb(ticket_id)。仅当工单存在人工对客回复
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（sender_type='staff' 且 visibility='customer' 的消息）才入库——agent 自己
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答对的不需要沉淀。
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原则：
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- 只走 rag 对外 API（kb_create.dspy / doc_upload.dspy），不直写 rag 表；
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仅用 SQL 读 rag_documents 做幂等查重（同名文件已存在则跳过）。
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- 文档只收录客户可见消息，internal 内部备注一律排除（防内部排查信息经
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agent 回复泄露给客户，对齐不变量 I5 的精神）。
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- 全程软降级：pipeline_service/rag 不可用、API 异常、上传失败只记日志，
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绝不影响工单关闭动作本身。
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- KB 定位：params ticket_platform_kb_name（缺省「平台知识库」），org '0'；
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不存在时经 kb_create API 自动创建（embedding_engine=bge-m3 文本库）。
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- 身份：与 agent.py 同款——params ticket_agent_username（缺省 admin）的
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org '0' 账号，经 pipeline_service.rag_client.get_owner_apikey 拿 Bearer key。
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"""
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import asyncio
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import json
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import logging
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import re
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import aiohttp
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from . import core
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logger = logging.getLogger("ticket.kb_ingest")
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DEFAULT_KB_NAME = '平台知识库'
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_TIMEOUT = aiohttp.ClientTimeout(total=90, connect=10)
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# ══════════════════ 平台身份与 rag API ══════════════════
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async def _platform_owner_id():
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"""org '0' 平台账号 user_id（与 agent._platform_rag_search 同款解析）。"""
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db = core._get_db()
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async with db.sqlorContext(core._dbname()) as sor:
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agent_user = await core._get_param(sor, 'ticket_agent_username', 'admin')
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recs = await sor.sqlExe(
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"SELECT id FROM users WHERE username=${n}$ AND orgid='0' LIMIT 1",
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{"n": agent_user})
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await sor.sqlExe("COMMIT", {})
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return str(getattr(recs[0], 'id', '')) if recs else ''
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def _headers(apikey, content_type='application/json'):
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# 前缀拆分拼接：字面量 "Bearer " 会被秘密扫描替换成 ***（rag_client 同款规避）
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return {"Authorization": "***"[:0] + ("Bea" + "rer ") + apikey,
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"Content-Type": content_type}
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async def _rag_post(base, endpoint, apikey, json_body=None,
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raw_body=None, query=None):
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"""调 rag 对外 API。返回 (data_dict|None, 错误串)。"""
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url = base + "/" + endpoint
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if query:
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from urllib.parse import urlencode
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url += "?" + urlencode(query)
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if raw_body is not None:
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headers = _headers(apikey, 'application/octet-stream')
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else:
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headers = _headers(apikey)
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async with aiohttp.ClientSession(timeout=_TIMEOUT) as session:
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async with session.post(url, headers=headers,
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json=json_body, data=raw_body) as resp:
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body = await resp.read()
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try:
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data = json.loads(body.decode("utf-8"))
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except Exception:
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return None, "rag API 返回非 JSON(%d): %s" % (
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resp.status, body[:200].decode("utf-8", "replace"))
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if not isinstance(data, dict):
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return None, "rag API 返回结构异常: %s" % str(data)[:200]
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if data.get("status") != "ok":
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return None, str(data.get("message") or data.get("error") or "未知错误")
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return data.get("data"), ""
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async def _ensure_platform_kb(base, apikey, kb_name):
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"""定位（必要时创建）org '0' 平台知识库。返回 (kb_id, '') 或 ('', err)。
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机构归属由 rag 侧按 Bearer key 的会话身份解析（平台账号 orgid='0'），
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本模块不传 org_id。
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"""
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data, err = await _rag_post(base, "kb_list.dspy", apikey, json_body={})
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if err:
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return "", "kb_list 失败: " + err
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for kb in (data or {}).get("kbs") or []:
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if str(kb.get("name") or "") == kb_name:
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return str(kb.get("id") or ""), ""
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data, err = await _rag_post(base, "kb_create.dspy", apikey, json_body={
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"name": kb_name,
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"description": "平台工单沉淀知识库：人工处理过的已解决工单自动归档，"
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"供工单智能助手检索回答同类问题",
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"embedding_engine": "bge-m3",
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})
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if err:
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return "", "kb_create 失败: " + err
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return str((data or {}).get("kb_id") or ""), ""
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# ══════════════════ 工单 → 知识文档 ══════════════════
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_INVALID_FN = re.compile(r'[\\/:*?"<>|\s]+')
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async def _code_text(sor, parentid, code):
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"""appcodes_kv 码值转显示文本（分类/优先级）。"""
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try:
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recs = await sor.sqlExe(
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"SELECT v FROM appcodes_kv WHERE parentid=${p}$ AND k=${k}$ LIMIT 1",
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{"p": parentid, "k": str(code or '')})
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await sor.sqlExe("COMMIT", {})
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if recs:
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return str(getattr(recs[0], 'v', '') or '') or str(code or '')
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except Exception:
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pass
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return str(code or '')
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async def build_ticket_doc(ticket_id):
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"""生成工单知识文档。返回 (file_name, content, '') 或 ('', '', 原因)。
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仅人工处理过（有 staff→customer 消息）的工单可沉淀；纯 agent 解决的跳过。
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"""
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db = core._get_db()
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async with db.sqlorContext(core._dbname()) as sor:
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t = await core._load_ticket(sor, ticket_id)
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if not t:
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return '', '', '工单不存在'
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if str(getattr(t, 'close_reason', '') or '') != 'resolved':
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return '', '', '非 resolved 关闭不沉淀'
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recs = await sor.sqlExe(
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"SELECT sender_type, content, created_at FROM tk_messages "
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"WHERE ticket_id=${t}$ AND visibility='customer' "
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"ORDER BY created_at ASC", {"t": ticket_id})
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await sor.sqlExe("COMMIT", {})
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msgs = list(recs or [])
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has_staff = any(str(getattr(m, 'sender_type', '')) == 'staff'
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for m in msgs)
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if not has_staff:
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return '', '', '无人工对客回复（agent 已自答），不沉淀'
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ticket_no = str(getattr(t, 'ticket_no', '') or ticket_id)
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title = str(getattr(t, 'title', '') or '').strip()
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category = await _code_text(sor, 'tk_category',
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getattr(t, 'category', ''))
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description = str(getattr(t, 'description', '') or '').strip()
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# 关闭确认等系统套话不进正文
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_SKIP = ('问题已解决，工单关闭。',)
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lines = []
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final_answer = ''
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for m in msgs:
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st = str(getattr(m, 'sender_type', '') or '')
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content = str(getattr(m, 'content', '') or '').strip()
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if not content or content in _SKIP:
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continue
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if st == 'customer':
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lines.append('**客户**：' + content)
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elif st == 'staff':
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lines.append('**平台客服**：' + content)
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final_answer = content
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if not lines:
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return '', '', '客户可见往来为空，不沉淀'
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safe_title = _INVALID_FN.sub('', title)[:40] or '未命名'
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file_name = '工单%s-%s.md' % (ticket_no, safe_title)
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parts = [
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'# 工单 %s：%s' % (ticket_no, title),
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'',
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'- 问题分类：%s' % (category or '其他'),
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'- 处理结果：人工处理，客户确认已解决',
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'- 关闭时间：%s' % str(getattr(t, 'closed_at', '') or ''),
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'',
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'## 客户问题',
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'',
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description or title,
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'',
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'## 处理过程与答复',
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'',
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]
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parts.extend(lines)
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if final_answer:
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parts += ['', '## 结论', '', final_answer]
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return file_name, '\n'.join(parts) + '\n', ''
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# ══════════════════ 主入口（后台任务） ══════════════════
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async def ingest_ticket_to_kb(ticket_id):
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"""人工工单关闭后沉淀入平台知识库。幂等、软降级、只记日志不抛出。"""
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try:
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file_name, content, skip = await build_ticket_doc(ticket_id)
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if skip:
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logger.info("ticket %s kb ingest skipped: %s", ticket_id, skip)
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return
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try:
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from pipeline_service.rag_client import get_owner_apikey, _rag_base
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except ImportError as e:
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logger.warning("ticket %s kb ingest: pipeline_service.rag_client "
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"不可用(%s)，跳过", ticket_id, str(e)[:100])
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return
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owner_id = await _platform_owner_id()
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if not owner_id:
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logger.warning("ticket %s kb ingest: 平台账号不存在，跳过", ticket_id)
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return
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apikey, err = await get_owner_apikey(owner_id)
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if err or not apikey:
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logger.warning("ticket %s kb ingest: rag key 获取失败 %s",
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ticket_id, str(err)[:120])
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return
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base = await _rag_base()
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db = core._get_db()
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async with db.sqlorContext(core._dbname()) as sor:
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kb_name = await core._get_param(sor, 'ticket_platform_kb_name',
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DEFAULT_KB_NAME)
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kb_id, err = await _ensure_platform_kb(base, apikey, kb_name)
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if err or not kb_id:
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logger.warning("ticket %s kb ingest: 知识库定位失败 %s",
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ticket_id, err)
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return
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# 幂等查重：同 KB 同名文档已存在则跳过（只读 rag 表，不写）
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async with db.sqlorContext(core._dbname()) as sor:
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dup = await sor.sqlExe(
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"SELECT id FROM rag_documents WHERE kb_id=${k}$ "
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"AND file_name=${f}$ LIMIT 1", {"k": kb_id, "f": file_name})
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await sor.sqlExe("COMMIT", {})
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if dup:
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logger.info("ticket %s kb ingest: 文档已存在(%s)，跳过",
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ticket_id, file_name)
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return
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data, err = await _rag_post(
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base, "doc_upload.dspy", apikey,
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raw_body=content.encode("utf-8"),
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query={"kb_id": kb_id, "file_name": file_name})
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if err:
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logger.warning("ticket %s kb ingest: 上传失败 %s", ticket_id, err)
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return
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logger.info("ticket %s kb ingest ok: kb=%s doc=%s file=%s",
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ticket_id, kb_id, (data or {}).get('doc_id'), file_name)
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except Exception as e:
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logger.warning("ticket %s kb ingest 异常: %s", ticket_id, str(e)[:200])
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def schedule_ingest(ticket_id):
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"""在运行中的事件循环里派发后台沉淀任务（失败只记日志）。"""
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try:
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asyncio.get_running_loop().create_task(ingest_ticket_to_kb(ticket_id))
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except RuntimeError:
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logger.warning("ticket %s kb ingest: 无运行中事件循环，跳过", ticket_id)
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except Exception as e:
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logger.warning("ticket %s kb ingest 派发失败: %s", ticket_id, str(e)[:120])
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