yumoqing
54f2f2d597
- 3表: tk_tickets(状态机+受理角色/人+agent锁)/tk_messages(客户可见/内部备注)/tk_transfers(append-only流水) - core.py: 8态13迁移状态机全乐观锁; 转派候选动态查owner角色+'0'机构用户(不硬编码); 默认受理角色params可配(ticket_default_role=owner.maintainer) - agent.py: 异步poller(bid_flow范式), RAG检索'0'机构KB+历史工单, llm_call(org_id=0) LLM裁决能否回答(严格JSON), 硬门禁reply<20字符转人工, 故障≠答不了(fail_rounds>=3转人工), stale回收10min; 追问回流(agent_processing+owner空)立即拾取不等stale - todos.py: 平台待办provider, 状态派生(客户待确认/角色池待认领/受理人待处理) - init.py: load_ticket注册env+provider+poller(PIPELINE_MODE=web不启动) - wwwroot: 客户我的工单页+建单表单, 运维工单管理页(队列切换), 详情弹窗(正文与操作同屏,按视角出按钮) - load_path.py: logined全部API(业务权限服务端按current_role动态校验)+管理页壳owner三角色 - init/data.json: 7组码表+owner.maintainer角色种子(app_audit先例)
81 lines
4.6 KiB
XML
81 lines
4.6 KiB
XML
{
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"widgettype": "VBox",
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"options": {"width": "100%", "height": "100%", "padding": "8px", "gap": "8px"},
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"subwidgets": [
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{
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"widgettype": "InlineForm",
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"id": "staff_ticket_filter",
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"options": {
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"css": "card", "padding": "8px", "submit_label": "查询",
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"fields": [
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{"name": "queue", "label": "队列", "uitype": "code", "value": "pending", "cwidth": 10,
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"data": [
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{"value": "pending", "text": "待认领(我的角色池)"},
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{"value": "mine", "text": "我受理的"},
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{"value": "all", "text": "全部工单"}
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]}
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]
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},
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"binds": [{
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"wid": "self", "event": "submit",
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"actiontype": "script", "target": "staff_ticket_table",
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"script": "var tbl = bricks.getWidgetById('staff_ticket_table', bricks.app.root); if(tbl) await tbl.render(params);"
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}]
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},
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{
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"widgettype": "Tabular",
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"id": "staff_ticket_table",
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"options": {
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"title": "工单管理",
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"width": "100%", "css": "card",
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"data_url": "{{entire_url('/ticket/api/staff_tickets.dspy')}}",
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"data_method": "GET", "page_rows": 20,
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"data_params": {"queue": "pending"},
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"toolbar": {
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"tools": [
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{"name": "view_detail", "label": "查看详情/处理", "selected_row": true}
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]
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},
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"row_options": {
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"browserfields": {
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"exclouded": ["id", "customer_org_id", "current_assignee"],
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"alters": {
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"category": {"uitype": "code", "data": [
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{"value": "consult", "text": "使用咨询"}, {"value": "fault", "text": "故障报修"},
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{"value": "billing", "text": "计费账务"}, {"value": "other", "text": "其他"}]},
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"priority": {"uitype": "code", "data": [
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{"value": "low", "text": "低"}, {"value": "normal", "text": "普通"},
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{"value": "high", "text": "高"}, {"value": "urgent", "text": "紧急"}]},
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"status": {"uitype": "code", "data": [
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{"value": "new", "text": "已提交"}, {"value": "agent_processing", "text": "助手处理中"},
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{"value": "agent_replied", "text": "助手已回复"}, {"value": "human_pending", "text": "待人工认领"},
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{"value": "human_processing", "text": "人工处理中"}, {"value": "staff_replied", "text": "人工已回复"},
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{"value": "closed", "text": "已关闭"}, {"value": "cancelled", "text": "已取消"}]}
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}
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},
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"fields": [
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{"name": "ticket_no", "title": "工单号", "type": "str", "length": 32, "cwidth": 12},
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{"name": "title", "title": "标题", "type": "str", "length": 200, "cwidth": 20},
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{"name": "category", "title": "分类", "type": "str", "length": 32, "cwidth": 8},
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{"name": "priority", "title": "优先级", "type": "str", "length": 16, "cwidth": 6},
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{"name": "status", "title": "状态", "type": "str", "length": 32, "cwidth": 10},
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{"name": "customer_org_name", "title": "客户机构", "type": "str", "length": 100, "cwidth": 14},
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{"name": "current_role", "title": "受理角色", "type": "str", "length": 64, "cwidth": 12},
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{"name": "assignee_name", "title": "受理人", "type": "str", "length": 32, "cwidth": 8},
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{"name": "updated_at", "title": "最后更新", "type": "timestamp", "cwidth": 14}
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]
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}
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},
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"binds": [
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{
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"wid": "self", "event": "view_detail",
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"actiontype": "urlwidget", "target": "PopupWindow",
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"popup_options": {"title": "工单处理", "width": "72%", "height": "82%",
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"archor": "cc", "resizable": true},
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"options": {"url": "{{entire_url('/ticket/api/ticket_detail_popup.dspy')}}?id=${id}$"}
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}
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]
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}
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]
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}
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