Initial commit: 浼佷笟寰俊 AI 鏈哄櫒浜哄姪鐞?MVP

Co-authored-by: Cursor <cursoragent@cursor.com>

backend/app/routers/tickets.py

@@ -0,0 +1,67 @@
+"""工单转人工：创建工单入库、手动回复调企业微信 API。"""
+import logging
+from fastapi import APIRouter, Depends, HTTPException
+from pydantic import BaseModel
+from sqlalchemy import select
+from sqlalchemy.ext.asyncio import AsyncSession
+
+from app.database import get_db
+from app.deps import get_current_user_id
+from app.logging_config import get_trace_id
+from app.models import ChatSession, Ticket
+from app.services.wecom_api import send_text_to_external
+
+logger = logging.getLogger(__name__)
+router = APIRouter()
+
+
+class CreateTicketBody(BaseModel):
+    session_id: int
+    reason: str = ""
+
+
+class SendReplyBody(BaseModel):
+    session_id: int
+    content: str
+
+
+@router.post("")
+async def create_ticket(
+    body: CreateTicketBody,
+    db: AsyncSession = Depends(get_db),
+    _user: str = Depends(get_current_user_id),
+):
+    """创建转人工工单并更新会话状态。"""
+    r = await db.execute(select(ChatSession).where(ChatSession.id == body.session_id))
+    session = r.scalar_one_or_none()
+    if not session:
+        raise HTTPException(status_code=404, detail="会话不存在")
+    ticket = Ticket(session_id=body.session_id, reason=body.reason or None)
+    db.add(ticket)
+    session.status = "transferred"
+    await db.flush()
+    return {
+        "code": 0,
+        "message": "ok",
+        "data": {"ticket_id": str(ticket.id)},
+        "trace_id": get_trace_id(),
+    }
+
+
+@router.post("/reply")
+async def send_reply(
+    body: SendReplyBody,
+    db: AsyncSession = Depends(get_db),
+    _user: str = Depends(get_current_user_id),
+):
+    """手动回复：通过企业微信 API 发给客户。"""
+    r = await db.execute(select(ChatSession).where(ChatSession.id == body.session_id))
+    session = r.scalar_one_or_none()
+    if not session:
+        raise HTTPException(status_code=404, detail="会话不存在")
+    try:
+        await send_text_to_external(session.external_user_id, body.content)
+    except Exception as e:
+        logger.exception("wecom send reply failed")
+        raise HTTPException(status_code=502, detail=str(e))
+    return {"code": 0, "message": "ok", "data": None, "trace_id": get_trace_id()}