iot-device-management-service/app/services/agent/tools/order_action.py

"""
工单操作工具：确认接单、完成、误报、提交处理结果
"""

import json
from typing import Optional, List
from langchain_core.tools import tool
from langchain_core.runnables import RunnableConfig

from app.utils.logger import logger


async def _update_wechat_card(order_id: str, user_id: str, action: str):
    """更新企微卡片状态（以 order_id 为 key）"""
    try:
        from app.services.wechat_service import get_wechat_service
        wechat = get_wechat_service()
        response_code = wechat.get_response_code(order_id)
        if not response_code:
            return

        if action == "confirm":
            await wechat.update_alarm_card_step2(
                response_code=response_code, user_ids=[user_id],
                order_id=order_id, operator_name=user_id,
            )
        else:
            await wechat.update_alarm_card_terminal(
                response_code=response_code, user_ids=[user_id],
                order_id=order_id, action=action, operator_name=user_id,
            )
    except Exception as e:
        logger.error(f"更新企微卡片失败: order={order_id}, error={e}")


@tool
async def update_order_status(order_id: str, action: str, config: RunnableConfig) -> str:
    """更新工单状态：确认接单(confirm)、处理完成(complete)、标记误报(false)、忽略(ignore)

    Args:
        order_id: 工单ID（ops_order.id）
        action: 操作类型 confirm=确认接单 complete=处理完成 false=标记误报 ignore=忽略
    """
    user_id = config.get("configurable", {}).get("user_id", "")

    from app.services.work_order_client import get_work_order_client
    wo_client = get_work_order_client()

    if not wo_client.enabled:
        return json.dumps({"error": "工单系统未启用"}, ensure_ascii=False)

    # IoT 工单操作
    iot_success = False
    if action == "confirm":
        iot_success = await wo_client.confirm_order(order_id)
    elif action in ("ignore", "false"):
        iot_success = await wo_client.false_alarm(order_id)
    elif action == "complete":
        iot_success = await wo_client.submit_order(order_id, result=f"已处理 by {user_id}")

    if not iot_success:
        return json.dumps({"error": f"工单操作失败: order={order_id}, action={action}"}, ensure_ascii=False)

    # 有关联告警时同步告警状态
    from app.services.wechat_service import get_wechat_service
    wechat = get_wechat_service()
    alarm_id = wechat.get_alarm_id_for_order(order_id)

    if alarm_id:
        action_map = {
            "confirm": ("CONFIRMED", "HANDLING", "Agent确认接单"),
            "ignore": ("FALSE", "IGNORED", "Agent忽略"),
            "complete": ("CLOSED", "DONE", "Agent已处理"),
            "false": ("FALSE", "IGNORED", "Agent标记误报"),
        }
        if action in action_map:
            alarm_status, handle_status, remark = action_map[action]
            from app.services.alarm_event_service import get_alarm_event_service
            svc = get_alarm_event_service()
            svc.handle_alarm(
                alarm_id=alarm_id, alarm_status=alarm_status,
                handle_status=handle_status, handler=user_id, remark=remark,
            )

    # 更新企微卡片
    await _update_wechat_card(order_id, user_id, action)

    action_labels = {
        "confirm": "已确认接单",
        "ignore": "已忽略",
        "complete": "已处理完成",
        "false": "已标记误报",
    }
    return json.dumps(
        {"success": True, "message": f"{action_labels.get(action, action)}: 工单{order_id}"},
        ensure_ascii=False,
    )


@tool
async def submit_order_result(
    order_id: str,
    result_text: str,
    config: RunnableConfig,
    image_urls: Optional[List[str]] = None,
) -> str:
    """提交工单处理结果（文字描述+处理后照片URL）

    Args:
        order_id: 工单ID（ops_order.id）
        result_text: 处理结果描述
        image_urls: 处理后照片URL列表（COS永久URL）
    """
    user_id = config.get("configurable", {}).get("user_id", "")

    if image_urls is None:
        image_urls = []

    # 合并 session 中暂存的图片
    from app.services.session_manager import get_session_manager
    session = get_session_manager().get(user_id)
    if session.pending_images:
        image_urls = session.pending_images + image_urls
        session.pending_images = []

    from app.services.work_order_client import get_work_order_client
    wo_client = get_work_order_client()

    if wo_client.enabled:
        success = await wo_client.submit_order(
            order_id,
            result=f"{result_text} by {user_id}",
            result_img_urls=image_urls or None,
        )
        if not success:
            return json.dumps({"error": f"提交工单结果失败: order={order_id}"}, ensure_ascii=False)

    # 有关联告警时同步告警状态
    from app.services.wechat_service import get_wechat_service
    wechat = get_wechat_service()
    alarm_id = wechat.get_alarm_id_for_order(order_id)

    if alarm_id:
        from app.services.alarm_event_service import get_alarm_event_service
        svc = get_alarm_event_service()
        remark = f"Agent结单: {result_text}"
        if image_urls:
            remark += f" (附{len(image_urls)}张图片)"
        svc.handle_alarm(alarm_id=alarm_id, alarm_status="CLOSED",
                         handle_status="DONE", handler=user_id, remark=remark)

        # 持久化处理结果图片到 alarm_event_ext
        if image_urls:
            try:
                from app.models import get_session as get_db_session, AlarmEventExt
                db = get_db_session()
                try:
                    ext = AlarmEventExt(
                        alarm_id=alarm_id,
                        ext_type="HANDLER_RESULT",
                        ext_data={"result_text": result_text, "image_urls": image_urls, "handler": user_id},
                    )
                    db.add(ext)
                    db.commit()
                except Exception as e:
                    db.rollback()
                    logger.error(f"持久化处理结果图片失败: {e}")
                finally:
                    db.close()
            except Exception as e:
                logger.error(f"保存处理结果失败: {e}")

    # 更新卡片到终态
    await _update_wechat_card(order_id, user_id, "complete")

    result = {
        "success": True,
        "message": f"工单已提交: {order_id}",
        "result": result_text,
        "images_count": len(image_urls),
    }
    return json.dumps(result, ensure_ascii=False)