Simon
190 lines
6.4 KiB
Python
190 lines
6.4 KiB
Python
# =============================================================================
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# 企微IT智能服务台 — 阶段5 自动化 进度推送
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# =============================================================================
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# 说明：负责把自动化处置过程实时推送给前端：
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# 1. 专用 WS 通道 /ws/automation/{session_id}（坐席工作台 + 员工 H5 均可连）
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# 2. 兜底推送：同时向坐席(/ws/{agent_id})和员工(/ws/h5/{employee_id})推送，
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# 保证未连专用 WS 时也能收到事件。
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# 3. 静默关单调度：处置成功后 N 分钟员工无异议则自动关单。
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#
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# 事件名统一以 automation. 前缀（见 app.constants）。
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# =============================================================================
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from __future__ import annotations
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import asyncio
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import logging
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from typing import Any, Dict, Optional, Set
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from app.constants import (
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AUTOMATION_SILENT_CLOSE_TTL,
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AUTOMATION_WS_ACTION_REQUIRED,
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AUTOMATION_WS_ERROR,
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AUTOMATION_WS_PROGRESS,
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AUTOMATION_WS_RESOLVED,
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AUTOMATION_WS_TAKEOVER,
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)
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from app.services.ws_manager import manager as ws_manager
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logger = logging.getLogger(__name__)
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# 会话级专用 WS 连接注册表：session_id -> {websocket, ...}
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_automation_ws: Dict[str, Set[Any]] = {}
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# 会话参与方（用于兜底推送）：session_id -> {"agent_id":..,"employee_id":..}
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_session_parties: Dict[str, Dict[str, Optional[str]]] = {}
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# 静默关单任务：session_id -> asyncio.Task
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_silent_close_tasks: Dict[str, asyncio.Task] = {}
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def register_ws(session_id: str, websocket: Any) -> None:
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"""注册专用 WS 连接。"""
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_automation_ws.setdefault(session_id, set()).add(websocket)
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def unregister_ws(session_id: str, websocket: Any) -> None:
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"""注销专用 WS 连接。"""
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conns = _automation_ws.get(session_id)
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if conns:
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conns.discard(websocket)
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if not conns:
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_automation_ws.pop(session_id, None)
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def set_parties(
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session_id: str,
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agent_id: Optional[str] = None,
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employee_id: Optional[str] = None,
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) -> None:
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"""记录会话参与方，用于兜底推送。"""
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parties = _session_parties.setdefault(
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session_id, {"agent_id": None, "employee_id": None}
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)
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if agent_id is not None:
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parties["agent_id"] = agent_id
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if employee_id is not None:
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parties["employee_id"] = employee_id
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def _build_message(event_type: str, session_id: str, data: Any) -> Dict[str, Any]:
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"""构造统一 WS 消息信封。"""
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return {"type": event_type, "session_id": session_id, "data": data or {}}
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async def _send_to_automation_ws(session_id: str, message: Dict[str, Any]) -> None:
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"""向专用 WS 连接推送（并清理失效连接）。"""
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conns = list(_automation_ws.get(session_id, set()))
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for ws in conns:
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try:
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await ws.send_json(message)
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except Exception: # noqa: BLE001
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unregister_ws(session_id, ws)
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async def _publish(event_type: str, session_id: str, data: Any) -> None:
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"""统一推送：专用 WS + 坐席/员工兜底 WS。"""
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message = _build_message(event_type, session_id, data)
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await _send_to_automation_ws(session_id, message)
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parties = _session_parties.get(session_id, {})
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# 兜底推送给坐席
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if parties.get("agent_id"):
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await ws_manager.send_to_agent(parties["agent_id"], message)
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# 兜底推送给员工
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if parties.get("employee_id"):
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await ws_manager.send_to_employee(parties["employee_id"], message)
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async def publish_progress(
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session_id: str, step: str, message: str, action_id: Optional[str] = None
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) -> None:
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"""推送进度事件。"""
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await _publish(
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AUTOMATION_WS_PROGRESS,
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session_id,
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{"step": step, "message": message, "action_id": action_id},
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)
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async def publish_action_required(
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session_id: str,
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action: Any,
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ticket: Any,
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) -> None:
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"""推送需要审批/确认事件（坐席审批或员工 H5 确认）。"""
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await _publish(
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AUTOMATION_WS_ACTION_REQUIRED,
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session_id,
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{
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"action": {
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"id": action.id,
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"action_type": action.action_type,
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"title": action.title,
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"description": action.description,
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"risk_level": action.risk_level,
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"payload": action.payload,
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},
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"ticket": {
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"id": ticket.id,
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"channel": ticket.channel,
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"status": ticket.status,
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"reason": ticket.reason,
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},
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},
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)
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async def publish_resolved(session_id: str, summary: str) -> None:
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"""推送处置成功事件。"""
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await _publish(AUTOMATION_WS_RESOLVED, session_id, {"summary": summary})
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async def publish_takeover(session_id: str, reason: str) -> None:
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"""推送转人工事件。"""
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await _publish(AUTOMATION_WS_TAKEOVER, session_id, {"reason": reason})
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async def publish_error(session_id: str, code: int, message: str) -> None:
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"""推送异常事件。"""
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await _publish(AUTOMATION_WS_ERROR, session_id, {"code": code, "message": message})
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def schedule_silent_close(
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session_id: str, ttl: int = AUTOMATION_SILENT_CLOSE_TTL, on_expire=None
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) -> None:
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"""调度静默关单：ttl 秒后若会话仍为 resolved，则自动关单。
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Args:
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session_id: 会话ID
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ttl: 静默期秒数（默认 600 = 10 分钟）
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on_expire: 到期回调 coroutine（通常 = AutoSessionService.auto_close）
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"""
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# 取消已有的同名任务，避免重复调度
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existing = _silent_close_tasks.get(session_id)
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if existing is not None and not existing.done():
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existing.cancel()
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if on_expire is None:
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return
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async def _wait_and_close() -> None:
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try:
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await asyncio.sleep(ttl)
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await on_expire(session_id)
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except asyncio.CancelledError: # 被新的调度取消
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pass
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except Exception as e: # noqa: BLE001
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logger.warning(f"静默关单回调异常 session={session_id}: {e}")
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finally:
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_silent_close_tasks.pop(session_id, None)
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_silent_close_tasks[session_id] = asyncio.create_task(_wait_and_close())
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def cancel_silent_close(session_id: str) -> None:
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"""取消静默关单调度（如会话已被接管/关单）。"""
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task = _silent_close_tasks.pop(session_id, None)
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if task is not None and not task.done():
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task.cancel()
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