feat: add PrepareTicketDraft tool and related graph for drafting ticket information
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mlogclub
@@ -0,0 +1,200 @@
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package graphs
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import (
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"context"
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"encoding/json"
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"fmt"
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"strings"
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"cs-agent/internal/models"
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"cs-agent/internal/pkg/enums"
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"cs-agent/internal/services"
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)
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type PrepareTicketDraftInput struct {
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Title string `json:"title"`
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Description string `json:"description"`
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Issue string `json:"issue"`
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Impact string `json:"impact"`
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ExpectedOutcome string `json:"expectedOutcome"`
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CurrentAttempt string `json:"currentAttempt"`
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Priority int64 `json:"priority"`
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Severity int `json:"severity"`
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}
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type PrepareTicketDraftResult struct {
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Ready bool `json:"ready"`
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Title string `json:"title"`
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Description string `json:"description"`
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Priority int64 `json:"priority,omitempty"`
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Severity int `json:"severity,omitempty"`
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MissingFields []string `json:"missingFields,omitempty"`
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FollowUpQuestions []string `json:"followUpQuestions,omitempty"`
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ConversationFacts []string `json:"conversationFacts,omitempty"`
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}
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type PrepareTicketDraftGraph struct {
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conversation *models.Conversation
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}
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func NewPrepareTicketDraftGraph(conversation *models.Conversation) *PrepareTicketDraftGraph {
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return &PrepareTicketDraftGraph{conversation: conversation}
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}
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func (g *PrepareTicketDraftGraph) Run(_ context.Context, argumentsInJSON string) (string, error) {
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if g == nil || g.conversation == nil {
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return "", fmt.Errorf("prepare ticket draft graph not initialized")
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}
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input, err := g.parseInput(argumentsInJSON)
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if err != nil {
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return "", err
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}
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messages, _, _ := services.MessageService.FindByConversationIDCursor(g.conversation.ID, 0, 6, "", "")
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result := buildPrepareTicketDraftResult(g.conversation, messages, input)
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buf, err := json.Marshal(result)
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if err != nil {
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return "", err
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}
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return string(buf), nil
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}
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func (g *PrepareTicketDraftGraph) parseInput(argumentsInJSON string) (PrepareTicketDraftInput, error) {
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var input PrepareTicketDraftInput
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if strings.TrimSpace(argumentsInJSON) == "" {
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return input, nil
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}
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if err := json.Unmarshal([]byte(argumentsInJSON), &input); err != nil {
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return input, fmt.Errorf("invalid prepare ticket draft arguments: %w", err)
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}
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input.Title = strings.TrimSpace(input.Title)
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input.Description = strings.TrimSpace(input.Description)
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input.Issue = strings.TrimSpace(input.Issue)
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input.Impact = strings.TrimSpace(input.Impact)
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input.ExpectedOutcome = strings.TrimSpace(input.ExpectedOutcome)
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input.CurrentAttempt = strings.TrimSpace(input.CurrentAttempt)
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return input, nil
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}
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func buildPrepareTicketDraftResult(conversation *models.Conversation, messages []models.Message, input PrepareTicketDraftInput) PrepareTicketDraftResult {
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result := PrepareTicketDraftResult{
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Priority: input.Priority,
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Severity: input.Severity,
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MissingFields: make([]string, 0, 2),
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FollowUpQuestions: make([]string, 0, 2),
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ConversationFacts: buildConversationFacts(conversation, messages),
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}
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result.Title = buildDraftTitle(conversation, input)
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result.Description = buildDraftDescription(conversation, messages, input)
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if strings.TrimSpace(result.Title) == "" {
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result.MissingFields = append(result.MissingFields, "title")
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result.FollowUpQuestions = append(result.FollowUpQuestions, "请补充一个简洁的工单标题，明确概括用户遇到的问题。")
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}
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if !hasSufficientIssueContext(input, result.Description) {
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result.MissingFields = append(result.MissingFields, "issue")
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result.FollowUpQuestions = append(result.FollowUpQuestions, "请补充具体问题现象、报错信息或用户诉求，以便整理成工单。")
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}
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result.Ready = result.Title != "" && result.Description != "" && len(result.MissingFields) == 0
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return result
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}
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func buildDraftTitle(conversation *models.Conversation, input PrepareTicketDraftInput) string {
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switch {
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case input.Title != "":
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return limitText(input.Title, 80)
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case input.Issue != "":
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return limitText(input.Issue, 80)
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case conversation != nil && strings.TrimSpace(conversation.Subject) != "":
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return limitText(conversation.Subject, 80)
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case conversation != nil:
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return limitText(conversation.LastMessageSummary, 80)
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default:
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return ""
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}
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}
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func buildDraftDescription(conversation *models.Conversation, messages []models.Message, input PrepareTicketDraftInput) string {
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if input.Description != "" {
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return input.Description
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}
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parts := make([]string, 0, 6)
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if input.Issue != "" {
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parts = append(parts, "问题现象："+input.Issue)
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}
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if input.Impact != "" {
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parts = append(parts, "影响范围："+input.Impact)
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}
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if input.ExpectedOutcome != "" {
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parts = append(parts, "用户诉求："+input.ExpectedOutcome)
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}
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if input.CurrentAttempt != "" {
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parts = append(parts, "已尝试处理："+input.CurrentAttempt)
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}
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if conversation != nil && strings.TrimSpace(conversation.LastMessageSummary) != "" {
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parts = append(parts, "会话摘要："+strings.TrimSpace(conversation.LastMessageSummary))
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}
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if recent := buildRecentMessageDigest(messages); recent != "" {
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parts = append(parts, "最近消息："+recent)
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}
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return strings.TrimSpace(strings.Join(parts, "\n"))
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}
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func hasSufficientIssueContext(input PrepareTicketDraftInput, description string) bool {
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if input.Issue != "" || input.Description != "" {
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return true
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}
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return len([]rune(strings.TrimSpace(description))) >= 30
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}
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func buildConversationFacts(conversation *models.Conversation, messages []models.Message) []string {
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facts := make([]string, 0, 4)
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if conversation != nil && strings.TrimSpace(conversation.Subject) != "" {
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facts = append(facts, "会话主题："+strings.TrimSpace(conversation.Subject))
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}
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if conversation != nil && strings.TrimSpace(conversation.LastMessageSummary) != "" {
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facts = append(facts, "最近摘要："+strings.TrimSpace(conversation.LastMessageSummary))
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}
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if digest := buildRecentMessageDigest(messages); digest != "" {
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facts = append(facts, "最近消息："+digest)
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}
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return facts
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}
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func buildRecentMessageDigest(messages []models.Message) string {
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if len(messages) == 0 {
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return ""
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}
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parts := make([]string, 0, len(messages))
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for i := range messages {
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content := strings.TrimSpace(messages[i].Content)
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if content == "" {
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continue
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}
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parts = append(parts, messageSenderLabel(messages[i].SenderType)+"："+limitText(content, 60))
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}
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return strings.Join(parts, " | ")
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}
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func messageSenderLabel(senderType enums.IMSenderType) string {
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switch senderType {
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case enums.IMSenderTypeCustomer:
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return "用户"
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case enums.IMSenderTypeAgent:
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return "客服"
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case enums.IMSenderTypeAI:
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return "AI"
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default:
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return "消息"
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}
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}
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func limitText(value string, max int) string {
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value = strings.TrimSpace(value)
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if max <= 0 {
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return value
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}
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runes := []rune(value)
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if len(runes) <= max {
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return value
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}
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return strings.TrimSpace(string(runes[:max])) + "..."
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}
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@@ -0,0 +1,57 @@
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package graphs
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import (
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"testing"
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"cs-agent/internal/models"
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"cs-agent/internal/pkg/enums"
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)
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func TestBuildPrepareTicketDraftResult_UsesConversationFallbacks(t *testing.T) {
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conversation := &models.Conversation{
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Subject: "企业微信登录异常",
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LastMessageSummary: "用户反馈企业微信扫码后页面空白，无法进入工作台",
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}
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messages := []models.Message{
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{SenderType: enums.IMSenderTypeCustomer, Content: "扫码登录后一直白屏"},
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{SenderType: enums.IMSenderTypeAI, Content: "请问是否有报错提示"},
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}
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got := buildPrepareTicketDraftResult(conversation, messages, PrepareTicketDraftInput{
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Impact: "无法进入后台处理客户消息",
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ExpectedOutcome: "恢复正常登录",
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})
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if got.Title == "" {
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t.Fatalf("expected draft title to be generated")
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}
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if got.Description == "" {
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t.Fatalf("expected draft description to be generated")
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}
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if !got.Ready {
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t.Fatalf("expected conversation summary and recent messages to be enough, got %#v", got)
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}
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if len(got.ConversationFacts) == 0 {
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t.Fatalf("expected conversation facts to be populated")
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}
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}
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func TestBuildPrepareTicketDraftResult_ReadyWithExplicitIssue(t *testing.T) {
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conversation := &models.Conversation{
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Subject: "订单支付失败",
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LastMessageSummary: "用户反馈连续支付失败",
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}
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got := buildPrepareTicketDraftResult(conversation, nil, PrepareTicketDraftInput{
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Issue: "用户连续三次支付订单失败，页面提示网络异常。",
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ExpectedOutcome: "希望尽快恢复支付并完成下单。",
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CurrentAttempt: "已尝试切换网络和刷新页面，问题仍存在。",
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})
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if !got.Ready {
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t.Fatalf("expected draft to be ready, got %#v", got)
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}
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if got.Title == "" || got.Description == "" {
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t.Fatalf("expected title and description to be populated, got %#v", got)
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}
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}
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