v3.1 + 批次0: 智能回复重构基线 - ApprovalMatcher + 关键词降级 + 文档速修 + v4.0任务书面化

backend/app/tasks/h5_ai_task.py

@@ -37,6 +37,9 @@ from app.services.routing_service import (
 )
 from app.services.vision_service import VisionService
 from app.services.ws_manager import manager as ws_manager
+from app.services.asset_recommend_service import get_asset_recommend_service
+from app.services.employee_profile_service import get_employee_profile_service
+from app.api.approval import APPROVAL_TEMPLATES
 
 logger = logging.getLogger(__name__)
 
@@ -213,6 +216,71 @@ async def _enrich_image_content(
     return "\n".join(parts)
 
 
+async def _persist_and_push_solution(
+    db,
+    conversation,
+    employee_id: str,
+    solution,
+):
+    """处理图谱命中的解决方案（图谱查询结果）
+
+    做什么：
+        1. 创建AI回复消息记录（图谱命中的解决方案）
+        2. 通过WS推送给员工端
+
+    为什么：图谱命中的解决方案直接返回，不需要调用Dify
+
+    Args:
+        db: 数据库会话
+        conversation: 会话对象
+        employee_id: 员工ID
+        solution: SolutionResult图谱查询结果
+    """
+    from app.models.message import Message
+    from app.services.ws_manager import manager as ws_manager
+
+    # 1. 创建AI回复消息记录
+    message = Message(
+        conversation_id=conversation.id,
+        sender_type="ai",
+        sender_id="graph",
+        content=solution.solution,
+        msg_type="text",
+    )
+    db.add(message)
+
+    # 更新会话计数
+    conversation.ai_substantive_reply_count += 1
+    conversation.updated_at = datetime.now()
+    await db.commit()
+
+    # 2. 构建推送数据
+    msg_data = {
+        "id": str(message.id),
+        "conversation_id": str(conversation.id),
+        "sender_type": "ai",
+        "sender_id": "graph",
+        "sender_name": "智能助手",
+        "content": solution.solution,
+        "msg_type": "text",
+        "created_at": message.created_at.isoformat(),
+        "reply_source": "graph_hit",  # 标记来源为图谱命中
+    }
+
+    # 3. 通过WS推送给员工端
+    try:
+        await ws_manager.broadcast_to_employees([employee_id], {
+            "type": "ai_reply",
+            "data": msg_data,
+        })
+        logger.info(
+            f"图谱命中推送成功: employee={employee_id}, "
+            f"solution={solution.action_name}"
+        )
+    except Exception as push_err:
+        logger.error(f"图谱命中推送失败: {push_err}")
+
+
 async def _persist_and_push(
     db,
     conversation: Conversation,
@@ -328,6 +396,12 @@ async def _persist_and_push_structured(
         result: get_structured_reply() 返回的结构化结果
     """
     text = result.get("text", "")
+    # ★ 防御性类型保护：确保 content 始终是 String
+    # 如果 Dify 返回的 text 是 dict/list，WS 推送后前端会显示 [object Object]
+    if not isinstance(text, str):
+        import json as _json
+        text = _json.dumps(text, ensure_ascii=False) if text else ""
+        logger.warning(f"_persist_and_push_structured: text 非 String 类型，已转换: {text[:80]}...")
     action = result.get("action")
     options = result.get("options")
     hit = result.get("hit", False)
@@ -352,18 +426,47 @@ async def _persist_and_push_structured(
     should_transfer = not hit
 
     # 确定消息类型
-    if is_structured and (options or action):
+    # v2.4 修复：有 action（审批卡片）时，强制设置为 ai_structured
+    # 确保前端能渲染审批卡片入口，不依赖 Dify 返回的 is_structured 字段
+    if action or options or is_structured:
         msg_type = "ai_structured"
     else:
         msg_type = "text"
 
+    # v2.5 调试日志
+    logger.info(f"[DEBUG] msg_type = {msg_type}, action = {bool(action)}, options = {bool(options)}, is_structured = {is_structured}")
+
     # 构建 extra_data（存储 options 和 action 供前端渲染）
     extra_data = {}
     if options:
         extra_data["options"] = options
+    # 为审批卡片注入标准化 card_data（替换原有的分散匹配逻辑）
     if action:
+        approval_type = action.get("approval_type")
+        title = action.get("title")
+
+        # v3.0 重构：委托 ApprovalMatcher 统一完成模板匹配 + 卡片构建
+        from app.services.approval_matcher import get_approval_matcher
+        matcher = get_approval_matcher()
+        matched_card = matcher.match_and_build_card(approval_type, title)
+
+        if matched_card:
+            # 注入 URL 供 approve-direct-card 兼容路径使用
+            options = matched_card.get("options", [])
+            if options:
+                action["url"] = options[0].get("url", "")
+            action["card_data"] = matched_card
+            logger.info(f"[ApprovalMatcher] 匹配成功: {approval_type} -> card_type={matched_card.get('card_type')}")
+        else:
+            logger.warning(f"[ApprovalMatcher] 匹配失败: approval_type={approval_type}, title={title}")
+
         extra_data["action"] = action
 
+    # ★ 调试日志：打印推送到前端的 extra_data 内容
+    logger.info(f"[DEBUG] 推送到前端的 extra_data: {extra_data}")
+    if extra_data.get("action"):
+        logger.info(f"[DEBUG] extra_data.action.approval_type = {extra_data['action'].get('approval_type')}")
+
     # 1. 存 AI 消息
     ai_message = Message(
         conversation_id=conversation.id,
@@ -397,48 +500,86 @@ async def _persist_and_push_structured(
     await db.commit()
 
     # 3. 推 ai_reply 给员工端（聊天气泡：text + options）
-    await ws_manager.broadcast_to_employees([employee_id], {
-        "type": "ai_reply",
-        "data": {
-            "message_id": str(ai_message.id),
-            "conversation_id": str(conversation.id),
-            "sender_type": "ai",
-            "sender_id": "ai_bot",
-            "sender_name": "Duckula（达寇拉）",
-            "content": text,
-            "msg_type": msg_type,
-            "extra_data": extra_data if extra_data else None,
-            "is_guidance": False,
-            "ai_reply_count": conversation.ai_substantive_reply_count,
-            "can_call_agent": conversation.ai_substantive_reply_count >= 3,
-            "conversation_status": conversation.status,
-            # Phase 6A: 诊断阶段（前端可据此调整 UI/提示）
-            "diagnosis_stage": diagnosis_stage,
-        },
-    })
+    # 添加异常处理，避免整体失败
+    try:
+        await ws_manager.broadcast_to_employees([employee_id], {
+            "type": "ai_reply",
+            "data": {
+                "message_id": str(ai_message.id),
+                "conversation_id": str(conversation.id),
+                "sender_type": "ai",
+                "sender_id": "ai_bot",
+                "sender_name": "Duckula（达寇拉）",
+                "content": text,
+                "msg_type": msg_type,
+                "extra_data": extra_data if extra_data else None,
+                "is_guidance": False,
+                "ai_reply_count": conversation.ai_substantive_reply_count,
+                "can_call_agent": conversation.ai_substantive_reply_count >= 3,
+                "conversation_status": conversation.status,
+                # Phase 6A: 诊断阶段（前端可据此调整 UI/提示）
+                "diagnosis_stage": diagnosis_stage,
+            },
+        })
+    except Exception as emp_err:
+        # 员工端推送失败不应该导致整个任务失败
+        logger.warning(f"员工端 AI 回复推送失败（不影响坐席端）: {emp_err}")
 
-    # 4. 推 dynamic_recommend 给员工端侧边栏（仅当 action 非空时）
+    # 4. 推 dynamic_recommend 给员工端侧边栏（仅当 action 非空且不是审批类型时）
     #    与 ai_reply 同一时刻发出 → 零时间差到达
-    if action:
+    #    v2.3 修改：审批类型只推送到消息气泡（左边），不推送到侧边栏（右边）
+    if action and not action.get("approval_type"):
+        # 为审批卡片注入运维平台跳转URL（实现免登录跳转）
+        approval_type = action.get("approval_type")
+        action_url = ""
+        location = "运维平台"
+        # 优先精确匹配：直接用 approval_type 查找模板
+        if approval_type and approval_type in APPROVAL_TEMPLATES:
+            template = APPROVAL_TEMPLATES[approval_type]
+            action_url = template.get("url", "")
+            location = template.get("location", "运维平台")
+        # 关键字匹配：当精确匹配失败时，通过关键字查找模板
+        # Dify返回的 approval_type 可能是中文分类名（如"账号权限申请"、"VPN账号申请"）
+        elif approval_type:
+            for template_id, template in APPROVAL_TEMPLATES.items():
+                keywords = template.get("keywords", [])
+                # 检查 approval_type 是否包含任意一个关键字
+                if any(kw.lower() in approval_type.lower() for kw in keywords):
+                    action_url = template.get("url", "")
+                    location = template.get("location", "运维平台")
+                    break
+
+        # v2.2 新增：根据 Dify 返回的 approval_type 设置 filtered_options
+        filtered_options = []
+        if approval_type:
+            filtered_options = [approval_type]
+
         recommend_data = {
             "recommend_id": f"rec_{ai_message.id}",
             "card_type": action.get("type", "approval_card"),
             "title": action.get("title", ""),
             "description": action.get("description", ""),
             "approval_type": action.get("approval_type"),
+            "filtered_options": filtered_options,  # v2.2: 精确匹配的选项
+            "action_url": action_url,  # 运维平台跳转URL
+            "action_label": f"打开{location}" if action_url else "打开审批表单",  # 按钮文字
+            "location": location,  # 平台名称
             "confidence": action.get("confidence", 0.85),
             "message_id": str(ai_message.id),
             "conversation_id": str(conversation.id),
         }
-        await ws_manager.broadcast_to_employees([employee_id], {
-            "type": "dynamic_recommend",
-            "data": recommend_data,
-        })
-        logger.info(
-            f"动态推荐已推送: employee={employee_id}, "
-            f"card_type={recommend_data['card_type']}, "
-            f"title={recommend_data['title']}"
-        )
+        try:
+            await ws_manager.broadcast_to_employees([employee_id], {
+                "type": "dynamic_recommend",
+                "data": recommend_data,
+            })
+            logger.info(
+                f"动态推荐已推送: employee={employee_id}, "
+                f"card_type={recommend_data['card_type']}, "
+                f"title={recommend_data['title']}"
+            )
+        except Exception as rec_err:
+            logger.warning(f"员工端动态推荐推送失败: {rec_err}")
 
     # 5. 广播坐席端（new_message + conversation_updated）
     try:
@@ -711,6 +852,147 @@ async def _handle_routing(
     return True
 
 
+async def _enrich_with_last_ai_context(db, conversation_id: str, content: str) -> str:
+    """为简短回复拼接对话上下文，弥补 Dify 工作流缺少「对话历史」节点。
+
+    v2.3 改进（相对于 v2.2）：
+    - 移除 15 字符硬限制 → 50 字符宽松阈值（问句/换行/长消息自动跳过）
+    - 查询最近 10 条消息（用户+AI）→ 构建完整对话摘要，含用户原始问题
+    - 不再依赖 extra_data.options 判断，对所有简短回复尝试拼接
+    - 跳过刚保存的当前消息避免重复（当前内容已作为 query 单独传给 Dify）
+
+    触发条件：消息不含问号/换行、长度 <= 50 字符 → 可能是选项选择/简短回答。
+    后续：Dify 工作流配置对话历史节点后，可将 `MAX_CONTEXT_LENGTH` 设为 0 来禁用此修复。
+
+    返回：拼接后的消息（如果不需要拼接则返回原内容）
+    """
+    # 宽松的启发式判断：不含问号、不含换行、<= 50 字符 → 可能是简短回答
+    if "?" in content or "？" in content or "\n" in content or len(content) > 50:
+        return content
+
+    try:
+        # 1. 查询最近 10 条消息（按时间倒序索取最新），含用户和 AI
+        stmt = (
+            select(Message.content, Message.sender_type, Message.created_at)
+            .where(Message.conversation_id == conversation_id)
+            .order_by(Message.created_at.desc())
+            .limit(10)
+        )
+        result = await db.execute(stmt)
+        rows = list(result.all())
+
+        if not rows or len(rows) < 2:
+            return content  # 消息太少，无法构建有意义上下文
+
+        # 2. 反转顺序：最早 → 最新
+        rows.reverse()
+
+        # 3. 跳过最后一条员工消息 → 即刚刚保存的当前消息（避免在上下文中重复）
+        #    content 已作为 query 单独发给 Dify，不应出现在上下文中
+        if rows and rows[-1][1] == "employee":
+            rows = rows[:-1]
+
+        if len(rows) < 2:
+            return content  # 去掉当前消息后没剩几条，不拼接
+
+        # 4. 构建对话摘要（最多保留最近 8 条，避免 prompt 过长）
+        context_lines = []
+        for row_text, row_sender, _ in rows[-8:]:
+            if not row_text:
+                continue
+            role = "用户" if row_sender == "employee" else "AI助手"
+            context_lines.append(f"{role}: {row_text}")
+
+        if not context_lines:
+            return content
+
+        context = "\n".join(context_lines)
+        return (
+            f"【对话上下文】\n{context}\n\n"
+            f"请根据以上对话历史回答用户的以下消息：{content}"
+        )
+
+    except Exception as e:
+        logger.warning(f"上下文拼接失败，使用原消息: {e}")
+        return content
+
+
+async def _push_asset_recommends(
+    db,
+    employee_id: str,
+    message: str,
+    dify_result: dict,
+):
+    """v3.0 资产推荐推送 - 独立于对话的运维触达通道
+
+    功能：
+    1. L1: 从关键词匹配资产（与当前问题相关）
+    2. L2: 从画像触发运维提醒（与问题无关）
+    3. L3: 角色通用资源推荐
+
+    Args:
+        db: 数据库会话
+        employee_id: 员工 ID
+        message: 用户消息（用于关键词匹配）
+        dify_result: Dify 返回结果（包含 intent 等信息）
+    """
+    try:
+        asset_service = get_asset_recommend_service()
+        profile_service = get_employee_profile_service()
+
+        # 1. L1: 关键词匹配（从用户消息中提取关键词）
+        l1_recs = asset_service.match_keywords(message)
+
+        # 2. L2+L3: 画像匹配（需要获取员工画像）
+        #    为避免每次都调用第三方 API，先尝试获取画像
+        #    画像获取失败时只推送 L1
+        profile = None
+        try:
+            profile = await profile_service.get_profile(employee_id)
+            profile_dict = {
+                'huorong_version': profile.huorong_version,
+                'huorong_virusdb_date': profile.huorong_virusdb_date,
+                'huorong_offline_days': profile.huorong_offline_days,
+                'unionsoft_patches_missing': profile.unionsoft_patches_missing,
+                'unionsoft_violations': profile.unionsoft_violations,
+            }
+            l2_recs = asset_service.match_profile_triggers(profile_dict)
+
+            # L3: 角色通用推荐
+            role = profile.position or ''
+            l3_recs = asset_service.get_by_role(role)
+            for rec in l3_recs:
+                rec.layer = 'L3'
+                rec.layer_label = '常用资源'
+                rec.relevance = 'low'
+        except Exception as e:
+            logger.warning(f"[AssetRecommend] 获取画像失败: {e}")
+            l2_recs = []
+            l3_recs = []
+
+        # 3. 合并所有推荐（去重）
+        all_recs = l1_recs + l2_recs + l3_recs
+
+        if not all_recs:
+            logger.debug(f"[AssetRecommend] 无推荐: employee={employee_id}")
+            return
+
+        # 4. 构建 WS 消息并推送（添加异常处理避免影响主流程）
+        try:
+            ws_msg = asset_service.build_ws_message(all_recs)
+            await ws_manager.broadcast_to_employees([employee_id], ws_msg)
+            logger.info(
+                f"[AssetRecommend] 已推送: employee={employee_id}, "
+                f"L1={len(l1_recs)}, L2={len(l2_recs)}, L3={len(l3_recs)}"
+            )
+        except Exception as ws_err:
+            logger.warning(f"[AssetRecommend] WS推送失败（不影响主流程）: {ws_err}")
+
+    except Exception as e:
+        logger.error(f"[AssetRecommend] 推送失败: {e}", exc_info=True)
+        # 资产推荐失败不影响主对话流程
+
+
 async def process_h5_ai_reply(
     conversation_id: str,
     employee_id: str,
@@ -753,9 +1035,19 @@ async def process_h5_ai_reply(
     factory = _get_session_factory()
     async with factory() as db:
         try:
-            conversation = await db.get(Conversation, conversation_id)
+            # 防御：会话刚创建时可能事务未提交，最多重试 3 次（每次 0.5s）
+            conversation = None
+            for attempt in range(3):
+                conversation = await db.get(Conversation, conversation_id)
+                if conversation:
+                    break
+                if attempt < 2:
+                    await asyncio.sleep(0.5)
+                    # 刷新 session 以看到已提交的数据
+                    await db.rollback()
+
             if not conversation:
-                logger.warning(f"后台 AI 任务：会话不存在 {conversation_id}")
+                logger.warning(f"后台 AI 任务：会话不存在（重试3次后） {conversation_id}")
                 return
 
             # === BYOD 关键词拦截（仅文本消息）===
@@ -814,15 +1106,62 @@ async def process_h5_ai_reply(
                     # 降级：使用原始 content，AI 会收到 "[图片] 截图" 这样的占位符
                     # Dify 会回复"我收到了您的截图，请描述一下问题"
 
+            # === ★ v2.3 临时修复：Dify 对话历史缺失，为简短回复拼接上下文 ===
+            # 问题：Dify 工作流未配置「对话历史」节点，conversation_id 传递了但 LLM 看不到历史
+            # 改进：查询最近 10 条消息（用户+AI）构建完整对话摘要，含用户原始问题
+            # 触发：消息短（<=50字符）、无问号、无换行 → 拼接后传给 Dify
+            # 后续：Dify 工作流配置对话历史后可移除此修复
+            enriched_content = await _enrich_with_last_ai_context(
+                db, conversation_id, enriched_content
+            )
+
+            # === ★ Neo4j 知识图谱查询（新增 v3.0）===
+            # 做什么：在调用 Dify 之前先查询知识图谱
+            # 为什么：简单问题可以直接从图谱返回解决方案，响应更快
+            # 效果：简单问题响应从 3-15秒 → 毫秒级
+            logger.info(f"图谱检查: msg_type={msg_type}, content_len={len(enriched_content) if enriched_content else 0}")
+            if msg_type == "text" and enriched_content:
+                try:
+                    from app.services.graph_query_service import get_graph_query_service
+                    from app.services.neo4j_client import get_neo4j_client
+
+                    neo4j_client = await get_neo4j_client()
+                    if neo4j_client:
+                        graph_service = await get_graph_query_service(neo4j_client)
+                        if graph_service:
+                            solution = await graph_service.find_solution_by_question(
+                                enriched_content
+                            )
+                        else:
+                            solution = None
+                        if solution:
+                            logger.info(
+                                f"图谱命中: question={enriched_content[:30]}, "
+                                f"solution={solution.action_name}"
+                            )
+                            # 直接返回图谱解决方案，跳过 Dify 调用
+                            await _persist_and_push_solution(
+                                db, conversation, employee_id, solution
+                            )
+                            return
+                except Exception as graph_err:
+                    # 图谱查询失败不阻断，继续原有 Dify 流程
+                    import traceback
+                    logger.warning(f"图谱查询异常（降级继续）: {graph_err}\n{traceback.format_exc()}")
+
             # === ★ v2.0 结构化 AI 回复（替代流式）===
             # 1. 立即推送 "正在思考..." 指示器
             #    同时推给员工（气泡动画）和坐席（状态指示）
-            await ws_manager.broadcast_to_employees([employee_id], {
-                "type": "ai_thinking",
-                "data": {
-                    "conversation_id": conversation_id,
-                },
-            })
+            try:
+                await ws_manager.broadcast_to_employees([employee_id], {
+                    "type": "ai_thinking",
+                    "data": {
+                        "conversation_id": conversation_id,
+                    },
+                })
+            except Exception as thinking_err:
+                logger.warning(f"推送 AI 思考指示器失败: {thinking_err}")
+
             # 坐席端也通知：AI 正在处理此会话的消息
             try:
                 await ws_manager.broadcast({
@@ -858,15 +1197,40 @@ async def process_h5_ai_reply(
                 result = await asyncio.wait_for(
                     ai_handler.ai_service.get_structured_reply(
                         message=enriched_content,
-                        conversation_id=dify_conversation_id,
+                        conversation_id=dify_conversation_id or conversation.dify_conversation_id,
                         user_id=employee_id,
                     ),
                     timeout=30,
                 )
             except asyncio.TimeoutError:
-                # 30 秒硬超时 → 建议转人工
+                # v3.0: Dify 超时 → 关键词降级匹配
                 thinking_task.cancel()
-                logger.warning(f"Dify 30 秒超时: conversation={conversation_id}")
+                logger.warning(f"Dify 30 秒超时: conversation={conversation_id}，尝试关键词降级")
+
+                from app.services.approval_matcher import get_approval_matcher
+                matcher = get_approval_matcher()
+                matched_card = matcher.match_by_keywords(content)
+
+                if matched_card:
+                    logger.info(f"[Fallback] 关键词降级成功: {matched_card.get('title')}")
+                    fallback_result = {
+                        "text": f"我来帮您提交{matched_card.get('title', '审批')}，请点击下方卡片。",
+                        "action": {"card_data": matched_card, "url": matched_card.get("options", [{}])[0].get("url", "")} if matched_card.get("options") else None,
+                        "options": None,
+                        "hit": True,
+                        "conversation_id": conversation.dify_conversation_id,
+                        "is_structured": True,
+                        "diagnosis_stage": None,
+                        "response_time_ms": 0,
+                        "source": "keyword_fallback",
+                    }
+                    try:
+                        await _persist_and_push_structured(db, conversation, employee_id, fallback_result)
+                        return
+                    except Exception as fallback_err:
+                        logger.error(f"[Fallback] 降级推送失败: {fallback_err}")
+
+                # 降级也失败 → 建议转人工
                 await ws_manager.broadcast_to_employees([employee_id], {
                     "type": "ai_reply_failed",
                     "data": {
@@ -883,13 +1247,53 @@ async def process_h5_ai_reply(
             except asyncio.CancelledError:
                 pass
 
+            # v3.1: Dify 返回但无 action（如诊断 escalate/回复"AI服务暂时不可用"）→ 关键词降级
+            # 这是对 v3.0 的补充：v3.0 只在 asyncio.TimeoutError 触发降级，但 Dify LLM 自身可能误判
+            if not result.get("action"):
+                from app.services.approval_matcher import get_approval_matcher
+                matcher = get_approval_matcher()
+                matched_card = matcher.match_by_keywords(content)
+                if matched_card:
+                    logger.info(f"[Fallback-v3.1] Dify 无action但关键词命中: {matched_card.get('title')}")
+                    result = {
+                        "text": f"我来帮您提交{matched_card.get('title', '审批')}，请点击下方卡片。",
+                        "action": {
+                            "type": "approval_card",
+                            "card_data": matched_card,
+                            "url": matched_card.get("options", [{}])[0].get("url", "") if matched_card.get("options") else "",
+                        },
+                        "options": None,
+                        "hit": True,
+                        "conversation_id": result.get("conversation_id") or conversation.dify_conversation_id,
+                        "is_structured": True,
+                        "diagnosis_stage": "recommending",
+                        "response_time_ms": result.get("response_time_ms", 0),
+                        "source": "keyword_fallback_v3",
+                    }
+
             # 5. 持久化 + 双 WS 推送（ai_reply + dynamic_recommend）
-            await _persist_and_push_structured(
-                db, conversation, employee_id, result,
-            )
+            # 添加单独异常处理，避免影响主流程
+            try:
+                await _persist_and_push_structured(
+                    db, conversation, employee_id, result,
+                )
+            except Exception as persist_err:
+                logger.error(f"[Persist] AI回复持久化失败: {persist_err}", exc_info=True)
+
+            # 6. v3.0 资产推荐推送（L1/L2/L3 分层）
+            #    独立于对话的运维触达通道
+            try:
+                await _push_asset_recommends(
+                    db, employee_id, content, result,
+                )
+            except Exception as asset_err:
+                logger.error(f"[Asset] 资产推荐推送失败: {asset_err}", exc_info=True)
 
         except Exception as e:
-            logger.error(f"后台 AI 任务异常: {e}", exc_info=True)
+            import traceback
+            # 记录完整的堆栈跟踪信息
+            tb_str = traceback.format_exc()
+            logger.error(f"后台 AI 任务异常: {e}\n堆栈跟踪:\n{tb_str}", exc_info=True)
             try:
                 await ws_manager.broadcast_to_employees([employee_id], {
                     "type": "ai_reply_failed",