449 lines
16 KiB
Python
449 lines
16 KiB
Python
|
# =============================================================================
|
|||
|
|
# 企微IT智能服务台 — 阶段5 自动化闭环 API
|
|||
|
|
# =============================================================================
|
|||
|
|
# 说明：提供自动化会话的 REST 接口与专用 WebSocket 通道。
|
|||
|
|
# 前缀（经 Vite/ nginx 剥离 /api 后）：/itportal/automation
|
|||
|
|
#
|
|||
|
|
# 坐席端（agent）：
|
|||
|
|
# POST /itportal/automation/sessions — 创建并启动会话
|
|||
|
|
# GET /itportal/automation/sessions — 会话列表
|
|||
|
|
# GET /itportal/automation/sessions/{id} — 会话详情
|
|||
|
|
# POST /itportal/automation/sessions/{id}/approve — 坐席审批/驳回
|
|||
|
|
# POST /itportal/automation/sessions/{id}/takeover — 转人工接管
|
|||
|
|
#
|
|||
|
|
# 员工端（H5）：
|
|||
|
|
# POST /itportal/automation/sessions/by-employee — 员工创建会话
|
|||
|
|
# GET /itportal/automation/sessions/{id}/employee — 员工查看详情
|
|||
|
|
# POST /itportal/automation/sessions/{id}/confirm — 员工 H5 二次确认
|
|||
|
|
# POST /itportal/automation/sessions/{id}/feedback — 员工结果反馈
|
|||
|
|
#
|
|||
|
|
# 管理端（admin，配置写需 OTP）：
|
|||
|
|
# GET /itportal/automation/admin/scenarios — 场景配置列表
|
|||
|
|
# PUT /itportal/automation/admin/scenarios/{key} — 更新场景配置（OTP）
|
|||
|
|
# GET /itportal/automation/admin/rule-versions — 规则版本列表
|
|||
|
|
# GET /itportal/automation/admin/metrics — 看板指标
|
|||
|
|
#
|
|||
|
|
# WebSocket：
|
|||
|
|
# /ws/automation/{session_id} — 自动化进度/审批/确认实时推送
|
|||
|
|
# =============================================================================
|
|||
|
|
|
|||
|
|
from __future__ import annotations
|
|||
|
|
|
|||
|
|
import asyncio
|
|||
|
|
import logging
|
|||
|
|
from typing import Optional
|
|||
|
|
|
|||
|
|
from fastapi import APIRouter, Depends, Query, WebSocket, WebSocketDisconnect
|
|||
|
|
from sqlalchemy.ext.asyncio import AsyncSession
|
|||
|
|
|
|||
|
|
from app.database import get_db
|
|||
|
|
from app.dependencies import require_high_risk_otp
|
|||
|
|
from app.dependencies.automation import get_current_employee_id
|
|||
|
|
from app.api.agents import get_current_agent
|
|||
|
|
from app.models.agent import Agent
|
|||
|
|
from app.schemas.automation import (
|
|||
|
|
CreateSessionRequest,
|
|||
|
|
ResolutionFeedbackRequest,
|
|||
|
|
ScenarioConfigResponse,
|
|||
|
|
ScenarioConfigUpdate,
|
|||
|
|
SessionResponse,
|
|||
|
|
ApprovalDecisionRequest,
|
|||
|
|
ConfirmRequest,
|
|||
|
|
RuleVersionResponse,
|
|||
|
|
ResolveFeedbackRequest,
|
|||
|
|
TakeoverRequest,
|
|||
|
|
AutoMetricsResponse,
|
|||
|
|
serialize_action,
|
|||
|
|
serialize_approval,
|
|||
|
|
serialize_session,
|
|||
|
|
)
|
|||
|
|
from app.services.automation import (
|
|||
|
|
ActionExecutor,
|
|||
|
|
AutoSessionService,
|
|||
|
|
AutomationException,
|
|||
|
|
to_app_exception,
|
|||
|
|
)
|
|||
|
|
from app.services.automation.progress_publisher import (
|
|||
|
|
register_ws,
|
|||
|
|
set_parties,
|
|||
|
|
unregister_ws,
|
|||
|
|
)
|
|||
|
|
from app.services.cache_service import cache_service
|
|||
|
|
from app.utils.response import AppException, success_response
|
|||
|
|
|
|||
|
|
logger = logging.getLogger(__name__)
|
|||
|
|
|
|||
|
|
# --------------------------------------------------------------------------
|
|||
|
|
# REST 路由器（前缀 /itportal/automation，经 /api 代理剥离）
|
|||
|
|
# --------------------------------------------------------------------------
|
|||
|
|
router = APIRouter(prefix="/itportal/automation")
|
|||
|
|
|
|||
|
|
# --------------------------------------------------------------------------
|
|||
|
|
# WebSocket 路由器（根路径 /ws/automation/{session_id}）
|
|||
|
|
# --------------------------------------------------------------------------
|
|||
|
|
ws_router = APIRouter()
|
|||
|
|
|
|||
|
|
# WS 认证失败关闭码（与 ws.py 保持一致）
|
|||
|
|
WS_CLOSE_UNAUTHORIZED = 4001
|
|||
|
|
|
|||
|
|
|
|||
|
|
# ==========================================================================
|
|||
|
|
# 坐席端接口
|
|||
|
|
# ==========================================================================
|
|||
|
|
@router.post("/sessions", tags=["自动化闭环"])
|
|||
|
|
async def create_session(
|
|||
|
|
req: CreateSessionRequest,
|
|||
|
|
db: AsyncSession = Depends(get_db),
|
|||
|
|
current_agent: Agent = Depends(get_current_agent),
|
|||
|
|
):
|
|||
|
|
"""坐席创建自动化会话并启动后台编排。"""
|
|||
|
|
svc = AutoSessionService(db)
|
|||
|
|
session = await svc.create_session(
|
|||
|
|
conversation_id=req.conversation_id,
|
|||
|
|
employee_id=req.employee_id,
|
|||
|
|
description=req.description,
|
|||
|
|
mode=req.mode,
|
|||
|
|
)
|
|||
|
|
await db.flush()
|
|||
|
|
# 记录参与方，供进度兜底推送
|
|||
|
|
set_parties(session.id, employee_id=req.employee_id)
|
|||
|
|
await db.commit()
|
|||
|
|
|
|||
|
|
# 后台运行编排（不阻塞响应）
|
|||
|
|
asyncio.create_task(_run_background(session.id))
|
|||
|
|
|
|||
|
|
data = serialize_session(session)
|
|||
|
|
return success_response(data.model_dump() if hasattr(data, "model_dump") else data.__dict__)
|
|||
|
|
|
|||
|
|
|
|||
|
|
@router.get("/sessions", tags=["自动化闭环"])
|
|||
|
|
async def list_sessions(
|
|||
|
|
employee_id: Optional[str] = Query(None),
|
|||
|
|
status: Optional[str] = Query(None),
|
|||
|
|
page: int = Query(1, ge=1),
|
|||
|
|
page_size: int = Query(50, ge=1, le=200),
|
|||
|
|
db: AsyncSession = Depends(get_db),
|
|||
|
|
_agent: Agent = Depends(get_current_agent),
|
|||
|
|
):
|
|||
|
|
"""坐席查看自动化会话列表。"""
|
|||
|
|
svc = AutoSessionService(db)
|
|||
|
|
sessions = await svc.list_sessions(
|
|||
|
|
employee_id=employee_id, status=status, page=page, page_size=page_size
|
|||
|
|
)
|
|||
|
|
return success_response([_session_min(s) for s in sessions])
|
|||
|
|
|
|||
|
|
|
|||
|
|
@router.get("/sessions/{session_id}", tags=["自动化闭环"])
|
|||
|
|
async def get_session(
|
|||
|
|
session_id: str,
|
|||
|
|
db: AsyncSession = Depends(get_db),
|
|||
|
|
_agent: Agent = Depends(get_current_agent),
|
|||
|
|
):
|
|||
|
|
"""坐席查看会话详情。"""
|
|||
|
|
svc = AutoSessionService(db)
|
|||
|
|
detail = await svc.get_session_detail(session_id)
|
|||
|
|
if detail is None:
|
|||
|
|
raise AppException(4005, "自动化会话不存在")
|
|||
|
|
return success_response(_detail_payload(detail))
|
|||
|
|
|
|||
|
|
|
|||
|
|
@router.post("/sessions/{session_id}/approve", tags=["自动化闭环"])
|
|||
|
|
async def approve_session(
|
|||
|
|
session_id: str,
|
|||
|
|
req: ApprovalDecisionRequest,
|
|||
|
|
db: AsyncSession = Depends(get_db),
|
|||
|
|
current_agent: Agent = Depends(get_current_agent),
|
|||
|
|
):
|
|||
|
|
"""坐席审批/驳回当前待决高危动作。"""
|
|||
|
|
svc = AutoSessionService(db)
|
|||
|
|
detail = await svc.get_session_detail(session_id)
|
|||
|
|
if detail is None:
|
|||
|
|
raise AppException(4005, "自动化会话不存在")
|
|||
|
|
action_id = detail["session"].current_action_id
|
|||
|
|
if not action_id or detail["ticket"] is None:
|
|||
|
|
raise AppException(4004, "当前没有待审批的动作")
|
|||
|
|
executor = ActionExecutor(db)
|
|||
|
|
try:
|
|||
|
|
await executor.resume(
|
|||
|
|
session_id,
|
|||
|
|
action_id,
|
|||
|
|
decision=req.decision,
|
|||
|
|
note=req.note,
|
|||
|
|
approver_id=current_agent.user_id,
|
|||
|
|
)
|
|||
|
|
except AutomationException as e:
|
|||
|
|
raise to_app_exception(e)
|
|||
|
|
await db.commit()
|
|||
|
|
return success_response(_detail_payload(await svc.get_session_detail(session_id)))
|
|||
|
|
|
|||
|
|
|
|||
|
|
@router.post("/sessions/{session_id}/takeover", tags=["自动化闭环"])
|
|||
|
|
async def takeover_session(
|
|||
|
|
session_id: str,
|
|||
|
|
req: TakeoverRequest,
|
|||
|
|
db: AsyncSession = Depends(get_db),
|
|||
|
|
current_agent: Agent = Depends(get_current_agent),
|
|||
|
|
):
|
|||
|
|
"""坐席转人工接管会话。"""
|
|||
|
|
svc = AutoSessionService(db)
|
|||
|
|
try:
|
|||
|
|
session = await svc.takeover(
|
|||
|
|
session_id, agent_id=current_agent.user_id, note=req.note
|
|||
|
|
)
|
|||
|
|
except AutomationException as e:
|
|||
|
|
raise to_app_exception(e)
|
|||
|
|
await db.commit()
|
|||
|
|
return success_response(serialize_session(session).__dict__)
|
|||
|
|
|
|||
|
|
|
|||
|
|
# ==========================================================================
|
|||
|
|
# 员工端（H5）接口
|
|||
|
|
# ==========================================================================
|
|||
|
|
@router.post("/sessions/by-employee", tags=["自动化闭环"])
|
|||
|
|
async def create_session_by_employee(
|
|||
|
|
req: CreateSessionRequest,
|
|||
|
|
db: AsyncSession = Depends(get_db),
|
|||
|
|
employee_id: str = Depends(get_current_employee_id),
|
|||
|
|
):
|
|||
|
|
"""员工（H5）创建自动化会话。"""
|
|||
|
|
svc = AutoSessionService(db)
|
|||
|
|
session = await svc.create_session(
|
|||
|
|
conversation_id=req.conversation_id,
|
|||
|
|
employee_id=employee_id,
|
|||
|
|
description=req.description,
|
|||
|
|
mode=req.mode,
|
|||
|
|
)
|
|||
|
|
await db.flush()
|
|||
|
|
set_parties(session.id, employee_id=employee_id)
|
|||
|
|
await db.commit()
|
|||
|
|
asyncio.create_task(_run_background(session.id))
|
|||
|
|
return success_response(serialize_session(session).__dict__)
|
|||
|
|
|
|||
|
|
|
|||
|
|
@router.get("/sessions/{session_id}/employee", tags=["自动化闭环"])
|
|||
|
|
async def get_session_employee(
|
|||
|
|
session_id: str,
|
|||
|
|
db: AsyncSession = Depends(get_db),
|
|||
|
|
employee_id: str = Depends(get_current_employee_id),
|
|||
|
|
):
|
|||
|
|
"""员工（H5）查看自己会话详情。"""
|
|||
|
|
svc = AutoSessionService(db)
|
|||
|
|
detail = await svc.get_session_detail(session_id)
|
|||
|
|
if detail is None or detail["session"].employee_id != employee_id:
|
|||
|
|
raise AppException(4005, "自动化会话不存在")
|
|||
|
|
return success_response(_detail_payload(detail))
|
|||
|
|
|
|||
|
|
|
|||
|
|
@router.post("/sessions/{session_id}/confirm", tags=["自动化闭环"])
|
|||
|
|
async def confirm_session(
|
|||
|
|
session_id: str,
|
|||
|
|
req: ConfirmRequest,
|
|||
|
|
db: AsyncSession = Depends(get_db),
|
|||
|
|
employee_id: str = Depends(get_current_employee_id),
|
|||
|
|
):
|
|||
|
|
"""员工 H5 二次确认（高危写操作）。"""
|
|||
|
|
svc = AutoSessionService(db)
|
|||
|
|
detail = await svc.get_session_detail(session_id)
|
|||
|
|
if detail is None or detail["session"].employee_id != employee_id:
|
|||
|
|
raise AppException(4005, "自动化会话不存在")
|
|||
|
|
action_id = detail["session"].current_action_id
|
|||
|
|
if not action_id or detail["ticket"] is None:
|
|||
|
|
raise AppException(4004, "当前没有待确认的动作")
|
|||
|
|
if detail["ticket"].channel != "h5":
|
|||
|
|
raise AppException(4004, "该动作需坐席审批，员工无需确认")
|
|||
|
|
executor = ActionExecutor(db)
|
|||
|
|
try:
|
|||
|
|
await executor.resume(
|
|||
|
|
session_id,
|
|||
|
|
action_id,
|
|||
|
|
decision="approve" if req.confirmed else "reject",
|
|||
|
|
note=req.note,
|
|||
|
|
approver_id=employee_id,
|
|||
|
|
)
|
|||
|
|
except AutomationException as e:
|
|||
|
|
raise to_app_exception(e)
|
|||
|
|
await db.commit()
|
|||
|
|
return success_response(_detail_payload(await svc.get_session_detail(session_id)))
|
|||
|
|
|
|||
|
|
|
|||
|
|
@router.post("/sessions/{session_id}/feedback", tags=["自动化闭环"])
|
|||
|
|
async def feedback_session(
|
|||
|
|
session_id: str,
|
|||
|
|
req: ResolveFeedbackRequest,
|
|||
|
|
db: AsyncSession = Depends(get_db),
|
|||
|
|
employee_id: str = Depends(get_current_employee_id),
|
|||
|
|
):
|
|||
|
|
"""员工对处置结果反馈（满意→关单 / 不满意→转人工）。"""
|
|||
|
|
svc = AutoSessionService(db)
|
|||
|
|
try:
|
|||
|
|
session = await svc.resolve_feedback(
|
|||
|
|
session_id, satisfied=req.satisfied, note=req.note
|
|||
|
|
)
|
|||
|
|
except AutomationException as e:
|
|||
|
|
raise to_app_exception(e)
|
|||
|
|
await db.commit()
|
|||
|
|
return success_response(serialize_session(session).__dict__)
|
|||
|
|
|
|||
|
|
|
|||
|
|
# ==========================================================================
|
|||
|
|
# 管理端接口（配置写需 OTP）
|
|||
|
|
# ==========================================================================
|
|||
|
|
@router.get("/admin/scenarios", tags=["自动化闭环-管理"])
|
|||
|
|
async def list_scenarios(
|
|||
|
|
db: AsyncSession = Depends(get_db),
|
|||
|
|
):
|
|||
|
|
"""场景配置列表（只读，无需 OTP）。"""
|
|||
|
|
svc = AutoSessionService(db)
|
|||
|
|
configs = await svc.list_scenario_configs()
|
|||
|
|
return success_response([_scenario_payload(c) for c in configs])
|
|||
|
|
|
|||
|
|
|
|||
|
|
@router.put("/admin/scenarios/{scenario_key}", tags=["自动化闭环-管理"])
|
|||
|
|
async def update_scenario(
|
|||
|
|
scenario_key: str,
|
|||
|
|
req: ScenarioConfigUpdate,
|
|||
|
|
db: AsyncSession = Depends(get_db),
|
|||
|
|
_otp: object = Depends(require_high_risk_otp),
|
|||
|
|
):
|
|||
|
|
"""更新场景配置（高危写操作，需 OTP）。"""
|
|||
|
|
svc = AutoSessionService(db)
|
|||
|
|
data = req.model_dump(exclude_unset=True)
|
|||
|
|
config = await svc.upsert_scenario_config(scenario_key, data, operator="admin")
|
|||
|
|
await db.commit()
|
|||
|
|
return success_response(_scenario_payload(config))
|
|||
|
|
|
|||
|
|
|
|||
|
|
@router.get("/admin/rule-versions", tags=["自动化闭环-管理"])
|
|||
|
|
async def list_rule_versions(
|
|||
|
|
scenario_key: Optional[str] = Query(None),
|
|||
|
|
db: AsyncSession = Depends(get_db),
|
|||
|
|
):
|
|||
|
|
"""规则版本列表。"""
|
|||
|
|
svc = AutoSessionService(db)
|
|||
|
|
versions = await svc.list_rule_versions(scenario_key=scenario_key)
|
|||
|
|
return success_response([_rule_version_payload(v) for v in versions])
|
|||
|
|
|
|||
|
|
|
|||
|
|
@router.get("/admin/metrics", tags=["自动化闭环-管理"])
|
|||
|
|
async def get_metrics(
|
|||
|
|
db: AsyncSession = Depends(get_db),
|
|||
|
|
):
|
|||
|
|
"""自动化看板指标。"""
|
|||
|
|
svc = AutoSessionService(db)
|
|||
|
|
metrics = await svc.metrics()
|
|||
|
|
return success_response(metrics)
|
|||
|
|
|
|||
|
|
|
|||
|
|
# ==========================================================================
|
|||
|
|
# WebSocket：自动化进度专用通道
|
|||
|
|
# ==========================================================================
|
|||
|
|
@ws_router.websocket("/ws/automation/{session_id}")
|
|||
|
|
async def automation_ws_endpoint(websocket: WebSocket, session_id: str) -> None:
|
|||
|
|
"""自动化会话专用 WebSocket（坐席/员工均可连）。
|
|||
|
|
|
|||
|
|
认证：优先 subprotocol bearer.{token}，其次 Authorization header，
|
|||
|
|
最后 query ?token=。token 需在 agent:token / employee:token 中存在。
|
|||
|
|
"""
|
|||
|
|
subprotocol = websocket.headers.get("sec-websocket-protocol", "")
|
|||
|
|
if subprotocol.startswith("bearer."):
|
|||
|
|
token = subprotocol[7:]
|
|||
|
|
else:
|
|||
|
|
auth_header = websocket.headers.get("Authorization", "")
|
|||
|
|
token = auth_header[7:] if auth_header.startswith("Bearer ") else websocket.query_params.get("token", "")
|
|||
|
|
|
|||
|
|
if not token:
|
|||
|
|
await websocket.accept()
|
|||
|
|
await websocket.close(code=WS_CLOSE_UNAUTHORIZED, reason="Missing token")
|
|||
|
|
return
|
|||
|
|
|
|||
|
|
# 校验 token（坐席或员工任一即可）
|
|||
|
|
try:
|
|||
|
|
aid = await cache_service.get(f"agent:token:{token}")
|
|||
|
|
eid = await cache_service.get(f"employee:token:{token}") if not aid else None
|
|||
|
|
except Exception as e: # noqa: BLE001
|
|||
|
|
logger.error(f"自动化 WS token 校验失败: {e}")
|
|||
|
|
await websocket.accept()
|
|||
|
|
await websocket.close(code=WS_CLOSE_UNAUTHORIZED, reason="Auth unavailable")
|
|||
|
|
return
|
|||
|
|
|
|||
|
|
if not aid and not eid:
|
|||
|
|
await websocket.accept()
|
|||
|
|
await websocket.close(code=WS_CLOSE_UNAUTHORIZED, reason="Invalid token")
|
|||
|
|
return
|
|||
|
|
|
|||
|
|
register_ws(session_id, websocket)
|
|||
|
|
logger.info(f"自动化 WS 连接: session={session_id}")
|
|||
|
|
try:
|
|||
|
|
while True:
|
|||
|
|
data = await websocket.receive_json()
|
|||
|
|
if data.get("type") == "ping":
|
|||
|
|
await websocket.send_json({"type": "pong"})
|
|||
|
|
except WebSocketDisconnect:
|
|||
|
|
unregister_ws(session_id, websocket)
|
|||
|
|
logger.info(f"自动化 WS 断开: session={session_id}")
|
|||
|
|
except Exception: # noqa: BLE001
|
|||
|
|
unregister_ws(session_id, websocket)
|
|||
|
|
|
|||
|
|
|
|||
|
|
# ==========================================================================
|
|||
|
|
# 辅助函数
|
|||
|
|
# ==========================================================================
|
|||
|
|
async def _run_background(session_id: str) -> None:
|
|||
|
|
"""后台运行编排（独立导入避免循环依赖）。"""
|
|||
|
|
from app.services.automation import run_session_in_background
|
|||
|
|
|
|||
|
|
await run_session_in_background(session_id)
|
|||
|
|
|
|||
|
|
|
|||
|
|
def _session_min(session) -> dict:
|
|||
|
|
"""会话列表最小字段。"""
|
|||
|
|
return {
|
|||
|
|
"id": session.id,
|
|||
|
|
"employee_id": session.employee_id,
|
|||
|
|
"scenario_key": session.scenario_key,
|
|||
|
|
"status": session.status,
|
|||
|
|
"mode": session.mode,
|
|||
|
|
"confidence": session.confidence,
|
|||
|
|
"title": session.title,
|
|||
|
|
"created_at": session.created_at.isoformat() if session.created_at else None,
|
|||
|
|
"updated_at": session.updated_at.isoformat() if session.updated_at else None,
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
|
|||
|
|
def _detail_payload(detail: dict) -> dict:
|
|||
|
|
"""构造会话详情响应 data。"""
|
|||
|
|
session = detail["session"]
|
|||
|
|
actions = detail.get("actions", [])
|
|||
|
|
ticket = detail.get("ticket")
|
|||
|
|
return serialize_session(session, actions=actions, ticket=ticket).__dict__
|
|||
|
|
|
|||
|
|
|
|||
|
|
def _scenario_payload(config) -> dict:
|
|||
|
|
"""场景配置响应。"""
|
|||
|
|
return ScenarioConfigResponse(
|
|||
|
|
id=config.id,
|
|||
|
|
scenario_key=config.scenario_key,
|
|||
|
|
name=config.name,
|
|||
|
|
description=config.description,
|
|||
|
|
enabled=config.enabled,
|
|||
|
|
trigger_conditions=config.trigger_conditions,
|
|||
|
|
actions=config.actions,
|
|||
|
|
approval_strategy=config.approval_strategy,
|
|||
|
|
current_version_id=config.current_version_id,
|
|||
|
|
).model_dump()
|
|||
|
|
|
|||
|
|
|
|||
|
|
def _rule_version_payload(version) -> dict:
|
|||
|
|
"""规则版本响应。"""
|
|||
|
|
return RuleVersionResponse(
|
|||
|
|
id=version.id,
|
|||
|
|
scenario_key=version.scenario_key,
|
|||
|
|
version=version.version,
|
|||
|
|
content=version.content,
|
|||
|
|
status=version.status,
|
|||
|
|
canary_percent=version.canary_percent,
|
|||
|
|
created_by=version.created_by,
|
|||
|
|
remark=version.remark,
|
|||
|
|
created_at=version.created_at.isoformat() if version.created_at else None,
|
|||
|
|
).model_dump()
|