refactor: 将客服后端重构为宿主可嵌入模块

- 注入数据库、运行时配置、统一响应、文件存储和平台 AI 能力，补充业务读写工具与客户快捷操作契约。

- 移除模块内重复的组织、客户、工单、标签、技能、旧工作流、MCP 和迁移实现，将身份权限与业务主体交由宿主管理。

- 使用 libSQL 重构向量存储，并完善图片消息、访客身份、排队调度、企业微信和支持聊天页面。

- 统一 HTTP、DTO 与 WebSocket 的 snake_case 协议，补齐模块初始化、业务动作和公共载荷等回归测试。

internal/ai/runtime/graphs/analyze_conversation_graph.go

@@ -7,26 +7,26 @@ import (
 	"strings"
 
 	"code.tczkiot.com/wlw/ai-agent/internal/models"
+	"code.tczkiot.com/wlw/ai-agent/internal/pkg/enums"
 	"code.tczkiot.com/wlw/ai-agent/internal/services"
 )
 
 type AnalyzeConversationInput struct {
 	Goal              string `json:"goal"`
-	ObservedIssue     string `json:"observedIssue"`
-	NeedTicket        bool   `json:"needTicket"`
-	NeedHumanHandoff  bool   `json:"needHumanHandoff"`
-	NeedQualityCheck  bool   `json:"needQualityCheck"`
-	AdditionalContext string `json:"additionalContext"`
+	ObservedIssue     string `json:"observed_issue"`
+	NeedHumanHandoff  bool   `json:"need_human_handoff"`
+	NeedQualityCheck  bool   `json:"need_quality_check"`
+	AdditionalContext string `json:"additional_context"`
 }
 
 type AnalyzeConversationResult struct {
 	Summary               string   `json:"summary"`
-	UserIntent            string   `json:"userIntent"`
-	RiskLevel             string   `json:"riskLevel"`
-	RiskSignals           []string `json:"riskSignals,omitempty"`
-	RecommendedNextAction string   `json:"recommendedNextAction"`
-	RecommendedQuestions  []string `json:"recommendedQuestions,omitempty"`
-	ConversationFacts     []string `json:"conversationFacts,omitempty"`
+	UserIntent            string   `json:"user_intent"`
+	RiskLevel             string   `json:"risk_level"`
+	RiskSignals           []string `json:"risk_signals,omitempty"`
+	RecommendedNextAction string   `json:"recommended_next_action"`
+	RecommendedQuestions  []string `json:"recommended_questions,omitempty"`
+	ConversationFacts     []string `json:"conversation_facts,omitempty"`
 }
 
 type AnalyzeConversationGraph struct {
@@ -130,9 +130,6 @@ func collectRiskSignals(joined string, input AnalyzeConversationInput) []string
 	if containsAny(joined, "人工", "转人工", "真人", "客服") || input.NeedHumanHandoff {
 		add("handoff_requested")
 	}
-	if containsAny(joined, "工单", "报障", "售后", "登记", "记录问题") || input.NeedTicket {
-		add("ticket_expected")
-	}
 	if input.NeedQualityCheck {
 		add("quality_review_requested")
 	}
@@ -143,8 +140,6 @@ func detectUserIntent(joined string, input AnalyzeConversationInput) string {
 	switch {
 	case input.NeedHumanHandoff || containsAny(joined, "人工", "转人工", "真人"):
 		return "handoff_request"
-	case input.NeedTicket || containsAny(joined, "工单", "报障", "售后", "登记问题"):
-		return "ticket_request"
 	case containsAny(joined, "投诉", "举报", "差评", "赔偿"):
 		return "complaint"
 	default:
@@ -171,8 +166,6 @@ func recommendNextAction(intent string, signals []string, input AnalyzeConversat
 		return "quality_review"
 	case containsSignal(signals, "handoff_requested") || intent == "handoff_request":
 		return "handoff_to_human"
-	case containsSignal(signals, "ticket_expected") || intent == "ticket_request":
-		return "prepare_ticket"
 	case containsSignal(signals, "complaint_escalation"):
 		return "handoff_to_human"
 	default:
@@ -182,9 +175,6 @@ func recommendNextAction(intent string, signals []string, input AnalyzeConversat
 
 func recommendQuestions(intent string, signals []string, input AnalyzeConversationInput) []string {
 	questions := make([]string, 0, 3)
-	if containsSignal(signals, "ticket_expected") && strings.TrimSpace(input.ObservedIssue) == "" {
-		questions = append(questions, "Please confirm the specific issue, error message, and expected outcome.")
-	}
 	if containsSignal(signals, "handoff_requested") {
 		questions = append(questions, "Please confirm whether the user explicitly requested human support and why the issue needs human handling.")
 	}
@@ -222,3 +212,36 @@ func containsSignal(signals []string, target string) bool {
 	}
 	return false
 }
+
+func buildRecentMessageDigest(messages []models.Message) string {
+	parts := make([]string, 0, len(messages))
+	for i := range messages {
+		content := strings.TrimSpace(messages[i].Content)
+		if content == "" {
+			continue
+		}
+		parts = append(parts, messageSenderLabel(messages[i].SenderType)+"："+limitAnalysisText(content, 60))
+	}
+	return strings.Join(parts, " | ")
+}
+
+func messageSenderLabel(senderType enums.IMSenderType) string {
+	switch senderType {
+	case enums.IMSenderTypeCustomer:
+		return "Customer"
+	case enums.IMSenderTypeAgent:
+		return "Agent"
+	case enums.IMSenderTypeAI:
+		return "AI"
+	default:
+		return "Message"
+	}
+}
+
+func limitAnalysisText(value string, max int) string {
+	runes := []rune(strings.TrimSpace(value))
+	if max <= 0 || len(runes) <= max {
+		return string(runes)
+	}
+	return strings.TrimSpace(string(runes[:max])) + "..."
+}

internal/ai/runtime/graphs/analyze_conversation_graph_test.go

@@ -29,23 +29,3 @@ func TestBuildAnalyzeConversationResult_RecommendsHandoffForComplaint(t *testing
 		t.Fatalf("expected handoff_to_human, got %q", got.RecommendedNextAction)
 	}
 }
-
-func TestBuildAnalyzeConversationResult_RecommendsPrepareTicket(t *testing.T) {
-	conversation := models.Conversation{
-		LastMessageSummary: "用户要求登记问题并尽快处理",
-	}
-	messages := []models.Message{
-		{SenderType: enums.IMSenderTypeCustomer, Content: "麻烦帮我建个工单，订单一直支付失败"},
-	}
-
-	got := buildAnalyzeConversationResult(conversation, messages, AnalyzeConversationInput{
-		NeedTicket: true,
-	})
-
-	if got.UserIntent != "ticket_request" {
-		t.Fatalf("expected ticket_request, got %q", got.UserIntent)
-	}
-	if got.RecommendedNextAction != "prepare_ticket" {
-		t.Fatalf("expected prepare_ticket, got %q", got.RecommendedNextAction)
-	}
-}

internal/ai/runtime/graphs/create_ticket_graph.go

@@ -1,152 +0,0 @@
-package graphs
-
-import (
-	"context"
-	"encoding/json"
-	"fmt"
-	"strings"
-
-	"code.tczkiot.com/wlw/ai-agent/internal/ai/runtime/tooling"
-	"code.tczkiot.com/wlw/ai-agent/internal/models"
-	"code.tczkiot.com/wlw/ai-agent/internal/pkg/dto"
-	"code.tczkiot.com/wlw/ai-agent/internal/pkg/dto/request"
-	"code.tczkiot.com/wlw/ai-agent/internal/pkg/i18nx"
-	"code.tczkiot.com/wlw/ai-agent/internal/services"
-
-	componenttool "github.com/cloudwego/eino/components/tool"
-	"github.com/cloudwego/eino/schema"
-)
-
-type CreateTicketGraphState struct {
-	Request request.CreateTicketFromConversationRequest
-}
-
-type CreateTicketGraphInterruptInfo struct {
-	Type    string `json:"type"`
-	Message string `json:"message"`
-}
-
-type createTicketGraphArgs struct {
-	Title       string `json:"title"`
-	Description string `json:"description"`
-}
-
-func init() {
-	schema.RegisterName[CreateTicketGraphState]("cs_ai_agent_create_ticket_graph_state")
-	schema.RegisterName[CreateTicketGraphInterruptInfo]("cs_ai_agent_create_ticket_graph_interrupt_info")
-}
-
-type CreateTicketGraph struct {
-	conversation models.Conversation
-	aiAgent      models.AIAgent
-}
-
-func NewCreateTicketGraph(conversation models.Conversation, aiAgent models.AIAgent) *CreateTicketGraph {
-	return &CreateTicketGraph{
-		conversation: conversation,
-		aiAgent:      aiAgent,
-	}
-}
-
-func (g *CreateTicketGraph) Run(ctx context.Context, argumentsInJSON string) (string, error) {
-	wasInterrupted, hasState, state := componenttool.GetInterruptState[CreateTicketGraphState](ctx)
-	if !wasInterrupted {
-		req, err := g.buildCreateRequest(argumentsInJSON)
-		if err != nil {
-			return "", err
-		}
-		info := CreateTicketGraphInterruptInfo{
-			Type:    InterruptTypeTicketCreationConfirmation,
-			Message: g.buildConfirmationPrompt(req),
-		}
-		return "", componenttool.StatefulInterrupt(ctx, info, CreateTicketGraphState{Request: req})
-	}
-	if !hasState {
-		return "", fmt.Errorf("create ticket graph state missing")
-	}
-	isResumeTarget, hasData, resumeText := componenttool.GetResumeContext[string](ctx)
-	if !isResumeTarget {
-		info := CreateTicketGraphInterruptInfo{
-			Type:    InterruptTypeTicketCreationConfirmation,
-			Message: g.buildConfirmationPrompt(state.Request),
-		}
-		return "", componenttool.StatefulInterrupt(ctx, info, state)
-	}
-	if !hasData {
-		info := CreateTicketGraphInterruptInfo{
-			Type:    InterruptTypeTicketCreationConfirmation,
-			Message: ConfirmOrCancelPrompt,
-		}
-		return "", componenttool.StatefulInterrupt(ctx, info, state)
-	}
-	decision := ParseConfirmationDecision(resumeText)
-	switch decision {
-	case ConfirmationDecisionConfirm:
-		item, err := services.TicketService.CreateFromConversation(state.Request, g.buildAIPrincipal())
-		if err != nil {
-			return "", err
-		}
-		return tooling.MarshalToolResult(tooling.ToolResult{
-			Handled:     true,
-			Terminal:    true,
-			Action:      "ticket_created",
-			ReplyText:   i18nx.Getf(i18nx.DefaultLocale, "graph.ticketCreated", strings.TrimSpace(item.TicketNo), strings.TrimSpace(item.Title)),
-			ShouldRetry: false,
-		}), nil
-	case ConfirmationDecisionCancel:
-		return tooling.MarshalToolResult(tooling.ToolResult{
-			Handled:     true,
-			Terminal:    true,
-			Action:      "ticket_cancelled",
-			ReplyText:   CancelCreateTicketReply,
-			ShouldRetry: false,
-		}), nil
-	default:
-		info := CreateTicketGraphInterruptInfo{
-			Type:    InterruptTypeTicketCreationConfirmation,
-			Message: NeedExplicitConfirmationPrompt,
-		}
-		return "", componenttool.StatefulInterrupt(ctx, info, state)
-	}
-}
-
-func (g *CreateTicketGraph) buildCreateRequest(argumentsInJSON string) (request.CreateTicketFromConversationRequest, error) {
-	req := request.CreateTicketFromConversationRequest{
-		ConversationID: g.conversation.ID,
-	}
-	var args createTicketGraphArgs
-	if strings.TrimSpace(argumentsInJSON) != "" {
-		if err := json.Unmarshal([]byte(argumentsInJSON), &args); err != nil {
-			return req, fmt.Errorf("invalid create ticket arguments: %w", err)
-		}
-	}
-	req.Title = strings.TrimSpace(args.Title)
-	req.Description = strings.TrimSpace(args.Description)
-	if req.Title == "" {
-		req.Title = strings.TrimSpace(g.conversation.LastMessageSummary)
-	}
-	if req.Description == "" {
-		req.Description = strings.TrimSpace(g.conversation.LastMessageSummary)
-	}
-	if strings.TrimSpace(req.Title) == "" {
-		return req, fmt.Errorf("ticket title is required")
-	}
-	return req, nil
-}
-
-func (g *CreateTicketGraph) buildConfirmationPrompt(req request.CreateTicketFromConversationRequest) string {
-	return i18nx.Getf(i18nx.DefaultLocale, "graph.createTicketConfirmPrompt",
-		strings.TrimSpace(req.Title), strings.TrimSpace(req.Description))
-}
-
-func (g *CreateTicketGraph) buildAIPrincipal() *dto.AuthPrincipal {
-	username := "AI"
-	if strings.TrimSpace(g.aiAgent.Name) != "" {
-		username = strings.TrimSpace(g.aiAgent.Name)
-	}
-	return &dto.AuthPrincipal{
-		UserID:   0,
-		Username: username,
-		Nickname: username,
-	}
-}

internal/ai/runtime/graphs/hitl.go

@@ -7,15 +7,13 @@ import (
 )
 
 const (
-	InterruptTypeTicketCreationConfirmation = "ticket_creation_confirmation"
-	InterruptTypeHandoffConfirmation        = "handoff_confirmation"
+	InterruptTypeHandoffConfirmation = "handoff_confirmation"
 )
 
 var (
 	ConfirmOrCancelPrompt          = i18nx.Get("graph.confirmOrCancel")
 	NeedExplicitConfirmationPrompt = i18nx.Get("graph.needExplicitConfirmation")
 	ConfirmationExpiredReply       = i18nx.Get("graph.confirmationExpired")
-	CancelCreateTicketReply        = i18nx.Get("graph.cancelCreateTicket")
 	CancelHandoffReply             = i18nx.Get("graph.cancelHandoff")
 )
 
@@ -31,25 +29,30 @@ func ParseConfirmationDecision(value string) ConfirmationDecision {
 	if value == "" {
 		return ""
 	}
-	confirmWords := []string{"确认", "是", "好的", "可以", "ok", "yes", "continue", "confirm", "继续", "同意"}
-	for _, item := range confirmWords {
-		if strings.Contains(value, item) {
-			return ConfirmationDecisionConfirm
-		}
+	cancelWords := []string{
+		"不确认", "取消", "不用", "不需要", "算了", "no", "cancel",
+		"不提交", "不要提交", "暂不提交", "不办理", "不要办理", "不执行", "不要执行",
 	}
-	cancelWords := []string{"取消", "不用", "不需要", "算了", "no", "cancel"}
 	for _, item := range cancelWords {
 		if strings.Contains(value, item) {
 			return ConfirmationDecisionCancel
 		}
 	}
+	confirmWords := []string{
+		"确认", "是", "好的", "可以", "ok", "yes", "continue", "confirm", "继续", "同意",
+		"提交", "确定", "办理", "执行",
+	}
+	for _, item := range confirmWords {
+		if strings.Contains(value, item) {
+			return ConfirmationDecisionConfirm
+		}
+	}
 	return ""
 }
 
 func IsCancellationReply(replyText string) bool {
 	replyText = strings.TrimSpace(replyText)
-	return strings.Contains(replyText, CancelCreateTicketReply) ||
-		strings.Contains(replyText, CancelHandoffReply) ||
-		strings.Contains(replyText, "已取消本次工单创建。") ||
-		strings.Contains(replyText, "已取消本次转人工。")
+	return strings.Contains(replyText, CancelHandoffReply) ||
+		strings.Contains(replyText, "已取消本次转人工。") ||
+		strings.Contains(replyText, "操作已取消。")
 }

internal/ai/runtime/graphs/hitl_test.go

@@ -0,0 +1,16 @@
+package graphs
+
+import "testing"
+
+func TestParseConfirmationDecisionPrefersCancellation(t *testing.T) {
+	for _, input := range []string{"不确认", "好的，取消", "cancel", "不提交", "不要办理", "暂不执行"} {
+		if got := ParseConfirmationDecision(input); got != ConfirmationDecisionCancel {
+			t.Fatalf("ParseConfirmationDecision(%q) = %q", input, got)
+		}
+	}
+	for _, input := range []string{"确认", "提交", "确定办理", "执行"} {
+		if got := ParseConfirmationDecision(input); got != ConfirmationDecisionConfirm {
+			t.Fatalf("ParseConfirmationDecision(%q) = %q", input, got)
+		}
+	}
+}

internal/ai/runtime/graphs/prepare_ticket_draft_graph.go

@@ -1,186 +0,0 @@
-package graphs
-
-import (
-	"context"
-	"encoding/json"
-	"fmt"
-	"strings"
-
-	"code.tczkiot.com/wlw/ai-agent/internal/models"
-	"code.tczkiot.com/wlw/ai-agent/internal/pkg/enums"
-	"code.tczkiot.com/wlw/ai-agent/internal/services"
-)
-
-type PrepareTicketDraftInput struct {
-	Title           string `json:"title"`
-	Description     string `json:"description"`
-	Issue           string `json:"issue"`
-	Impact          string `json:"impact"`
-	ExpectedOutcome string `json:"expectedOutcome"`
-	CurrentAttempt  string `json:"currentAttempt"`
-}
-
-type PrepareTicketDraftResult struct {
-	Ready             bool     `json:"ready"`
-	Title             string   `json:"title"`
-	Description       string   `json:"description"`
-	MissingFields     []string `json:"missingFields,omitempty"`
-	FollowUpQuestions []string `json:"followUpQuestions,omitempty"`
-	ConversationFacts []string `json:"conversationFacts,omitempty"`
-}
-
-type PrepareTicketDraftGraph struct {
-	conversation models.Conversation
-}
-
-func NewPrepareTicketDraftGraph(conversation models.Conversation) *PrepareTicketDraftGraph {
-	return &PrepareTicketDraftGraph{conversation: conversation}
-}
-
-func (g *PrepareTicketDraftGraph) Run(_ context.Context, argumentsInJSON string) (string, error) {
-	input, err := g.parseInput(argumentsInJSON)
-	if err != nil {
-		return "", err
-	}
-	messages, _, _ := services.MessageService.FindByConversationIDCursor(g.conversation.ID, 0, 6, "", "")
-	result := buildPrepareTicketDraftResult(g.conversation, messages, input)
-	buf, err := json.Marshal(result)
-	if err != nil {
-		return "", err
-	}
-	return string(buf), nil
-}
-
-func (g *PrepareTicketDraftGraph) parseInput(argumentsInJSON string) (PrepareTicketDraftInput, error) {
-	var input PrepareTicketDraftInput
-	if strings.TrimSpace(argumentsInJSON) == "" {
-		return input, nil
-	}
-	if err := json.Unmarshal([]byte(argumentsInJSON), &input); err != nil {
-		return input, fmt.Errorf("invalid prepare ticket draft arguments: %w", err)
-	}
-	input.Title = strings.TrimSpace(input.Title)
-	input.Description = strings.TrimSpace(input.Description)
-	input.Issue = strings.TrimSpace(input.Issue)
-	input.Impact = strings.TrimSpace(input.Impact)
-	input.ExpectedOutcome = strings.TrimSpace(input.ExpectedOutcome)
-	input.CurrentAttempt = strings.TrimSpace(input.CurrentAttempt)
-	return input, nil
-}
-
-func buildPrepareTicketDraftResult(conversation models.Conversation, messages []models.Message, input PrepareTicketDraftInput) PrepareTicketDraftResult {
-	result := PrepareTicketDraftResult{
-		MissingFields:     make([]string, 0, 2),
-		FollowUpQuestions: make([]string, 0, 2),
-		ConversationFacts: buildConversationFacts(conversation, messages),
-	}
-	result.Title = buildDraftTitle(conversation, input)
-	result.Description = buildDraftDescription(conversation, messages, input)
-	if strings.TrimSpace(result.Title) == "" {
-		result.MissingFields = append(result.MissingFields, "title")
-		result.FollowUpQuestions = append(result.FollowUpQuestions, "Please provide a concise ticket title that clearly summarizes the issue.")
-	}
-	if !hasSufficientIssueContext(input, result.Description) {
-		result.MissingFields = append(result.MissingFields, "issue")
-		result.FollowUpQuestions = append(result.FollowUpQuestions, "Please provide the specific issue, error message, or request so I can prepare the ticket.")
-	}
-	result.Ready = result.Title != "" && result.Description != "" && len(result.MissingFields) == 0
-	return result
-}
-
-func buildDraftTitle(conversation models.Conversation, input PrepareTicketDraftInput) string {
-	switch {
-	case input.Title != "":
-		return limitText(input.Title, 80)
-	case input.Issue != "":
-		return limitText(input.Issue, 80)
-	case strings.TrimSpace(conversation.LastMessageSummary) != "":
-		return limitText(conversation.LastMessageSummary, 80)
-	default:
-		return ""
-	}
-}
-
-func buildDraftDescription(conversation models.Conversation, messages []models.Message, input PrepareTicketDraftInput) string {
-	if input.Description != "" {
-		return input.Description
-	}
-	parts := make([]string, 0, 6)
-	if input.Issue != "" {
-		parts = append(parts, "Issue: "+input.Issue)
-	}
-	if input.Impact != "" {
-		parts = append(parts, "Impact: "+input.Impact)
-	}
-	if input.ExpectedOutcome != "" {
-		parts = append(parts, "Requested outcome: "+input.ExpectedOutcome)
-	}
-	if input.CurrentAttempt != "" {
-		parts = append(parts, "Attempts so far: "+input.CurrentAttempt)
-	}
-	if strings.TrimSpace(conversation.LastMessageSummary) != "" {
-		parts = append(parts, "Conversation summary: "+strings.TrimSpace(conversation.LastMessageSummary))
-	}
-	if recent := buildRecentMessageDigest(messages); recent != "" {
-		parts = append(parts, "Recent messages: "+recent)
-	}
-	return strings.TrimSpace(strings.Join(parts, "\n"))
-}
-
-func hasSufficientIssueContext(input PrepareTicketDraftInput, description string) bool {
-	if input.Issue != "" || input.Description != "" {
-		return true
-	}
-	return len([]rune(strings.TrimSpace(description))) >= 30
-}
-
-func buildConversationFacts(conversation models.Conversation, messages []models.Message) []string {
-	facts := make([]string, 0, 4)
-	if strings.TrimSpace(conversation.LastMessageSummary) != "" {
-		facts = append(facts, "Recent summary: "+strings.TrimSpace(conversation.LastMessageSummary))
-	}
-	if digest := buildRecentMessageDigest(messages); digest != "" {
-		facts = append(facts, "Recent messages: "+digest)
-	}
-	return facts
-}
-
-func buildRecentMessageDigest(messages []models.Message) string {
-	if len(messages) == 0 {
-		return ""
-	}
-	parts := make([]string, 0, len(messages))
-	for i := range messages {
-		content := strings.TrimSpace(messages[i].Content)
-		if content == "" {
-			continue
-		}
-		parts = append(parts, messageSenderLabel(messages[i].SenderType)+"："+limitText(content, 60))
-	}
-	return strings.Join(parts, " | ")
-}
-
-func messageSenderLabel(senderType enums.IMSenderType) string {
-	switch senderType {
-	case enums.IMSenderTypeCustomer:
-		return "Customer"
-	case enums.IMSenderTypeAgent:
-		return "Agent"
-	case enums.IMSenderTypeAI:
-		return "AI"
-	default:
-		return "Message"
-	}
-}
-
-func limitText(value string, max int) string {
-	value = strings.TrimSpace(value)
-	if max <= 0 {
-		return value
-	}
-	runes := []rune(value)
-	if len(runes) <= max {
-		return value
-	}
-	return strings.TrimSpace(string(runes[:max])) + "..."
-}

internal/ai/runtime/graphs/prepare_ticket_draft_graph_test.go

@@ -1,55 +0,0 @@
-package graphs
-
-import (
-	"testing"
-
-	"code.tczkiot.com/wlw/ai-agent/internal/models"
-	"code.tczkiot.com/wlw/ai-agent/internal/pkg/enums"
-)
-
-func TestBuildPrepareTicketDraftResult_UsesConversationFallbacks(t *testing.T) {
-	conversation := models.Conversation{
-		LastMessageSummary: "用户反馈企业微信扫码后页面空白，无法进入工作台",
-	}
-	messages := []models.Message{
-		{SenderType: enums.IMSenderTypeCustomer, Content: "扫码登录后一直白屏"},
-		{SenderType: enums.IMSenderTypeAI, Content: "请问是否有报错提示"},
-	}
-
-	got := buildPrepareTicketDraftResult(conversation, messages, PrepareTicketDraftInput{
-		Impact:          "无法进入后台处理客户消息",
-		ExpectedOutcome: "恢复正常登录",
-	})
-
-	if got.Title == "" {
-		t.Fatalf("expected draft title to be generated")
-	}
-	if got.Description == "" {
-		t.Fatalf("expected draft description to be generated")
-	}
-	if !got.Ready {
-		t.Fatalf("expected conversation summary and recent messages to be enough, got %#v", got)
-	}
-	if len(got.ConversationFacts) == 0 {
-		t.Fatalf("expected conversation facts to be populated")
-	}
-}
-
-func TestBuildPrepareTicketDraftResult_ReadyWithExplicitIssue(t *testing.T) {
-	conversation := models.Conversation{
-		LastMessageSummary: "用户反馈连续支付失败",
-	}
-
-	got := buildPrepareTicketDraftResult(conversation, nil, PrepareTicketDraftInput{
-		Issue:           "用户连续三次支付订单失败，页面提示网络异常。",
-		ExpectedOutcome: "希望尽快恢复支付并完成下单。",
-		CurrentAttempt:  "已尝试切换网络和刷新页面，问题仍存在。",
-	})
-
-	if !got.Ready {
-		t.Fatalf("expected draft to be ready, got %#v", got)
-	}
-	if got.Title == "" || got.Description == "" {
-		t.Fatalf("expected title and description to be populated, got %#v", got)
-	}
-}

internal/ai/runtime/graphs/triage_service_request_graph.go

@@ -12,16 +12,14 @@ import (
 
 type TriageServiceRequestInput struct {
 	Goal              string `json:"goal"`
-	ObservedIssue     string `json:"observedIssue"`
-	NeedTicket        bool   `json:"needTicket"`
-	NeedHumanHandoff  bool   `json:"needHumanHandoff"`
-	AdditionalContext string `json:"additionalContext"`
+	ObservedIssue     string `json:"observed_issue"`
+	NeedHumanHandoff  bool   `json:"need_human_handoff"`
+	AdditionalContext string `json:"additional_context"`
 }
 
 type TriageServiceRequestResult struct {
 	Analysis          AnalyzeConversationResult `json:"analysis"`
-	TicketDraft       *PrepareTicketDraftResult `json:"ticketDraft,omitempty"`
-	RecommendedAction string                    `json:"recommendedAction"`
+	RecommendedAction string                    `json:"recommended_action"`
 	Ready             bool                      `json:"ready"`
 }
 
@@ -42,7 +40,6 @@ func (g *TriageServiceRequestGraph) Run(_ context.Context, argumentsInJSON strin
 	analysis := buildAnalyzeConversationResult(g.conversation, messages, AnalyzeConversationInput{
 		Goal:              input.Goal,
 		ObservedIssue:     input.ObservedIssue,
-		NeedTicket:        input.NeedTicket,
 		NeedHumanHandoff:  input.NeedHumanHandoff,
 		AdditionalContext: input.AdditionalContext,
 	})
@@ -51,13 +48,6 @@ func (g *TriageServiceRequestGraph) Run(_ context.Context, argumentsInJSON strin
 		RecommendedAction: analysis.RecommendedNextAction,
 		Ready:             analysis.RecommendedNextAction == "continue_answering" || analysis.RecommendedNextAction == "handoff_to_human",
 	}
-	if analysis.RecommendedNextAction == "prepare_ticket" {
-		draft := buildPrepareTicketDraftResult(g.conversation, messages, PrepareTicketDraftInput{
-			Issue: input.ObservedIssue,
-		})
-		result.TicketDraft = &draft
-		result.Ready = draft.Ready
-	}
 	buf, err := json.Marshal(result)
 	if err != nil {
 		return "", err

internal/ai/runtime/graphs/triage_service_request_graph_test.go

@@ -7,27 +7,6 @@ import (
 	"code.tczkiot.com/wlw/ai-agent/internal/pkg/enums"
 )
 
-func TestTriageServiceRequestResult_PrepareTicket(t *testing.T) {
-	conversation := models.Conversation{
-		LastMessageSummary: "用户要求建单跟进支付失败问题",
-	}
-	messages := []models.Message{
-		{SenderType: enums.IMSenderTypeCustomer, Content: "帮我建个工单，支付一直失败"},
-	}
-
-	analysis := buildAnalyzeConversationResult(conversation, messages, AnalyzeConversationInput{
-		NeedTicket: true,
-	})
-	if analysis.RecommendedNextAction != "prepare_ticket" {
-		t.Fatalf("expected prepare_ticket, got %q", analysis.RecommendedNextAction)
-	}
-
-	draft := buildPrepareTicketDraftResult(conversation, messages, PrepareTicketDraftInput{})
-	if draft.Title == "" || draft.Description == "" {
-		t.Fatalf("expected draft to be populated, got %#v", draft)
-	}
-}
-
 func TestTriageServiceRequestResult_Handoff(t *testing.T) {
 	conversation := models.Conversation{
 		LastMessageSummary: "用户要求人工处理扣费投诉",