feat: 交互Agent + VLM优化 + 企微演示模式

- 新增交互Agent调度器（意图识别 + 工单/查询/报表/闲聊4个Handler）
- 新增工单服务、Excel报表生成器、企微消息加解密模块
- VLM提示词优化（角色设定、≤25字描述、布尔值优先输出）
- VLM降级策略（入侵默认放行、离岗默认拦截）
- 企微演示模式（WECHAT_TEST_UIDS兜底 + SERVICE_BASE_URL修复）
- 新增Agent回调路由和测试接口

Co-Authored-By: Claude Opus 4.6 <noreply@anthropic.com>

app/services/work_order_service.py

@@ -0,0 +1,144 @@
+"""
+工单服务
+
+提供工单的创建、查询、更新功能。
+由交互Agent的工单Handler调用。
+"""
+
+import uuid
+from datetime import datetime, timezone
+from typing import Optional, Dict, List, Tuple
+
+from app.models import WorkOrder, WorkOrderStatus, WorkOrderPriority, get_session
+from app.utils.logger import logger
+
+
+def generate_order_no() -> str:
+    """生成工单编号: WO + YYYYMMDDHHmmss + 6位uuid"""
+    ts = datetime.now(timezone.utc).strftime("%Y%m%d%H%M%S")
+    return f"WO{ts}{uuid.uuid4().hex[:6].upper()}"
+
+
+class WorkOrderService:
+    """工单服务"""
+
+    def create_work_order(
+        self,
+        title: str,
+        description: str = "",
+        priority: str = "medium",
+        assignee_uid: str = "",
+        assignee_name: str = "",
+        alarm_id: str = "",
+    ) -> Optional[WorkOrder]:
+        """创建工单"""
+        db = get_session()
+        try:
+            valid_priorities = [e.value for e in WorkOrderPriority]
+            order = WorkOrder(
+                order_no=generate_order_no(),
+                title=title,
+                description=description,
+                priority=WorkOrderPriority(priority) if priority in valid_priorities else WorkOrderPriority.MEDIUM,
+                assignee_id=assignee_uid,
+                assignee_name=assignee_name,
+                status=WorkOrderStatus.CREATED,
+            )
+            if alarm_id:
+                order.alert_no = alarm_id
+
+            db.add(order)
+            db.commit()
+            db.refresh(order)
+            logger.info(f"工单已创建: {order.order_no}, title={title}")
+            return order
+        except Exception as e:
+            db.rollback()
+            logger.error(f"创建工单失败: {e}")
+            return None
+        finally:
+            db.close()
+
+    def get_work_order(self, order_no: str) -> Optional[WorkOrder]:
+        """查询工单"""
+        db = get_session()
+        try:
+            return db.query(WorkOrder).filter(WorkOrder.order_no == order_no).first()
+        finally:
+            db.close()
+
+    def get_work_orders(
+        self,
+        status: Optional[str] = None,
+        assignee_id: Optional[str] = None,
+        page: int = 1,
+        page_size: int = 20,
+    ) -> Tuple[List[WorkOrder], int]:
+        """分页查询工单"""
+        db = get_session()
+        try:
+            query = db.query(WorkOrder)
+            if status:
+                query = query.filter(WorkOrder.status == status)
+            if assignee_id:
+                query = query.filter(WorkOrder.assignee_id == assignee_id)
+
+            total = query.count()
+            orders = (
+                query.order_by(WorkOrder.created_at.desc())
+                .offset((page - 1) * page_size)
+                .limit(page_size)
+                .all()
+            )
+            return orders, total
+        finally:
+            db.close()
+
+    def update_status(
+        self,
+        order_no: str,
+        status: str,
+        result: str = "",
+    ) -> Optional[WorkOrder]:
+        """更新工单状态"""
+        db = get_session()
+        try:
+            order = db.query(WorkOrder).filter(WorkOrder.order_no == order_no).first()
+            if not order:
+                return None
+
+            valid_statuses = [e.value for e in WorkOrderStatus]
+            if status in valid_statuses:
+                order.status = WorkOrderStatus(status)
+
+            if result:
+                order.result = result
+
+            now = datetime.now(timezone.utc)
+            if status == "processing" and not order.started_at:
+                order.started_at = now
+            elif status == "completed":
+                order.completed_at = now
+
+            order.updated_at = now
+            db.commit()
+            db.refresh(order)
+            logger.info(f"工单状态更新: {order_no} -> {status}")
+            return order
+        except Exception as e:
+            db.rollback()
+            logger.error(f"更新工单失败: {e}")
+            return None
+        finally:
+            db.close()
+
+
+# 全局单例
+_work_order_service: Optional[WorkOrderService] = None
+
+
+def get_work_order_service() -> WorkOrderService:
+    global _work_order_service
+    if _work_order_service is None:
+        _work_order_service = WorkOrderService()
+    return _work_order_service