106 lines
4.6 KiB
Python
106 lines
4.6 KiB
Python
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"""管理员查看客服转人工队列的只读服务。
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本模块只暴露工单中已经二次脱敏的最小必要字段；它不读取原始会话、账户、画像或
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联系方式，也不提供接单、分配、解决或关闭工单的能力。
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"""
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from datetime import date, datetime
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from decimal import Decimal
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from typing import Any
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from sqlalchemy import select
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from app.core.contracts import RequestContext
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from app.core.conversation_privacy import sanitize_customer_service_message
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from app.core.cursor import parse_cursor
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from app.core.errors import GenericResourceNotFoundError
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from app.infrastructure.db import SessionFactory
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from app.model.platform import HandoverTicket
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from app.service.authorization_service import AuthorizationService
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class CustomerServiceHandoverAdminService:
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"""面向管理员的待处理客服转人工工单只读边界。"""
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permission = "handover:read"
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async def list_tickets(
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self, context: RequestContext, *, limit: int = 20, cursor: str | None = None
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) -> dict[str, Any]:
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"""按工单 ID 倒序返回一页已脱敏的转人工队列。"""
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await AuthorizationService.require(context, self.permission, admin=True)
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before = parse_cursor(cursor)
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async with SessionFactory() as session:
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statement = select(HandoverTicket).order_by(HandoverTicket.id.desc()).limit(limit)
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if before is not None:
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statement = statement.where(HandoverTicket.id < before)
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tickets = list(await session.scalars(statement))
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return {
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"data": [self._list_item(ticket) for ticket in tickets],
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"meta": {"trace_id": context.trace_id},
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}
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async def get_ticket(self, ticket_no: str, context: RequestContext) -> dict[str, Any]:
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"""返回一个工单的脱敏摘要，不回读或拼接原始会话。"""
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await AuthorizationService.require(context, self.permission, admin=True)
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async with SessionFactory() as session:
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ticket = await session.scalar(
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select(HandoverTicket).where(HandoverTicket.ticket_no == ticket_no)
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)
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if ticket is None:
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raise GenericResourceNotFoundError("转人工工单不存在")
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return {"data": self._detail_item(ticket), "meta": {"trace_id": context.trace_id}}
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@classmethod
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def _list_item(cls, ticket: HandoverTicket) -> dict[str, Any]:
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"""列表只提供队列识别、路由与状态字段，避免正文在列表页批量扩散。"""
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return {
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"ticket_id": str(ticket.id),
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"ticket_no": ticket.ticket_no,
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"session_id": ticket.session_id,
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"source_agent": ticket.source_agent,
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"priority": ticket.priority,
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"reason_code": ticket.reason_code,
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"status": ticket.status,
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"created_at": cls._public_value(ticket.created_at),
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"updated_at": cls._public_value(ticket.updated_at),
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}
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@classmethod
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def _detail_item(cls, ticket: HandoverTicket) -> dict[str, Any]:
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"""详情只追加已脱敏摘要与受控来源，仍不返回客户标识或原始消息。"""
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return {
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**cls._list_item(ticket),
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"intent": ticket.intent,
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"confidence": cls._public_value(ticket.confidence),
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"reason_detail": cls._safe_text(ticket.reason_detail),
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"conversation_summary": cls._safe_text(ticket.conversation_summary),
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"source_references": cls._safe_source_references(ticket.source_references),
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}
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@staticmethod
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def _safe_text(value: str | None) -> str | None:
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"""兼容历史工单：读取时再次隐藏旧记录中可能存在的敏感凭据。"""
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return sanitize_customer_service_message(value) if value is not None else None
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@staticmethod
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def _safe_source_references(value: list[dict[str, Any]] | None) -> list[dict[str, Any]]:
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"""来源只透出检索引用协议字段，拒绝未来扩展字段意外进入管理面。"""
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allowed = {"source_type", "source_id", "title", "score"}
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return [
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{key: item[key] for key in allowed if key in item}
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for item in (value or [])
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if isinstance(item, dict)
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]
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@staticmethod
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def _public_value(value: Any) -> Any:
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"""统一序列化 ORM 的日期、数值和内部整数主键。"""
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if isinstance(value, datetime):
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return value.isoformat() + ("Z" if value.tzinfo is None else "")
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if isinstance(value, (date, Decimal)):
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return str(value)
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if isinstance(value, int):
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return str(value)
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return value
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