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)
84 lines
3.0 KiB
JSON
84 lines
3.0 KiB
JSON
{
|
||
"_note": "ticket 模块种子：码表（嵌套格式，import_init.py normalize 展开）+ owner.maintainer 角色（照 app_audit 的 owner.audit 先例）。params 参数（ticket_default_role 等）不在种子——core.py _get_param 有兜底默认值，运行时在参数管理页可调。",
|
||
"appcodes": [
|
||
{
|
||
"parentid": "tk_status",
|
||
"parentname": "工单状态",
|
||
"items": [
|
||
{"k": "new", "v": "已提交"},
|
||
{"k": "agent_processing", "v": "助手处理中"},
|
||
{"k": "agent_replied", "v": "助手已回复"},
|
||
{"k": "human_pending", "v": "待人工认领"},
|
||
{"k": "human_processing", "v": "人工处理中"},
|
||
{"k": "staff_replied", "v": "人工已回复"},
|
||
{"k": "closed", "v": "已关闭"},
|
||
{"k": "cancelled", "v": "已取消"}
|
||
]
|
||
},
|
||
{
|
||
"parentid": "tk_category",
|
||
"parentname": "工单分类",
|
||
"items": [
|
||
{"k": "consult", "v": "使用咨询"},
|
||
{"k": "fault", "v": "故障报修"},
|
||
{"k": "billing", "v": "计费账务"},
|
||
{"k": "other", "v": "其他"}
|
||
]
|
||
},
|
||
{
|
||
"parentid": "tk_priority",
|
||
"parentname": "工单优先级",
|
||
"items": [
|
||
{"k": "low", "v": "低"},
|
||
{"k": "normal", "v": "普通"},
|
||
{"k": "high", "v": "高"},
|
||
{"k": "urgent", "v": "紧急"}
|
||
]
|
||
},
|
||
{
|
||
"parentid": "tk_sender_type",
|
||
"parentname": "工单消息发送方",
|
||
"items": [
|
||
{"k": "customer", "v": "客户"},
|
||
{"k": "agent", "v": "智能助手"},
|
||
{"k": "staff", "v": "人工客服"}
|
||
]
|
||
},
|
||
{
|
||
"parentid": "tk_visibility",
|
||
"parentname": "工单消息可见性",
|
||
"items": [
|
||
{"k": "customer", "v": "客户可见"},
|
||
{"k": "internal", "v": "内部备注"}
|
||
]
|
||
},
|
||
{
|
||
"parentid": "tk_transfer_action",
|
||
"parentname": "工单流转动作",
|
||
"items": [
|
||
{"k": "escalate_to_human", "v": "转人工"},
|
||
{"k": "claim", "v": "认领"},
|
||
{"k": "transfer_role", "v": "转角色"},
|
||
{"k": "transfer_user", "v": "转人员"},
|
||
{"k": "return", "v": "退回"}
|
||
]
|
||
},
|
||
{
|
||
"parentid": "tk_close_reason",
|
||
"parentname": "工单关闭原因",
|
||
"items": [
|
||
{"k": "resolved", "v": "已解决"},
|
||
{"k": "cancelled", "v": "客户取消"},
|
||
{"k": "timeout", "v": "超时关闭"}
|
||
]
|
||
}
|
||
],
|
||
"roles": [
|
||
{
|
||
"id": "owner.maintainer",
|
||
"orgtypeid": "owner",
|
||
"name": "maintainer"
|
||
}
|
||
]
|
||
}
|