feat: complete customer service safety and handover flow

tests/unit/service/test_agent_persistence_handover.py

@@ -6,6 +6,7 @@ import pytest
 from app.core.contracts import AgentResult, CoreResult, IntentResult
 from app.model.conversation import ConversationMessage
 from app.model.platform import AgentRun, DomainEventOutbox, HandoverTicket
+from app.model.session import ConversationSession
 from app.service.agent_persistence_service import AgentPersistenceService
 
 
@@ -27,13 +28,21 @@ class FakeSession:
         self.added: list[Any] = []
         self.executed: list[Any] = []
         self._scalar_calls = 0
+        self.conversation_messages = [ConversationMessage(
+            session_id=run.session_id, customer_id=run.user_id, portal="api", role="user",
+            content="我需要人工协助", trace_id=run.trace_id,
+            created_at=datetime.now(UTC).replace(tzinfo=None),
+        )]
 
     def begin(self) -> FakeTransaction:
         return FakeTransaction()
 
     async def scalar(self, statement: object) -> object:
         self._scalar_calls += 1
-        return self.run if self._scalar_calls == 1 else self.run.user_id
+        if self._scalar_calls == 1:
+            return self.run
+        # 根据查询表名区分“正式客户存在”与“当前测试没有会话行”。
+        return self.run.user_id if "sys_user" in str(statement) else None
 
     def add(self, item: Any) -> None:
         self.added.append(item)
@@ -46,6 +55,13 @@ class FakeSession:
     async def execute(self, statement: object) -> None:
         self.executed.append(statement)
 
+    async def scalars(self, statement: object) -> Any:
+        del statement
+        assistant_messages = [
+            item for item in self.added if isinstance(item, ConversationMessage)
+        ]
+        return iter([*self.conversation_messages, *assistant_messages])
+
 
 def queued_run() -> AgentRun:
     now = datetime.now(UTC).replace(tzinfo=None)
@@ -98,6 +114,8 @@ async def test_transfer_required_result_creates_pending_ticket_and_outbox_event(
     assert tickets[0].source_agent == "customer_service"
     assert tickets[0].source_message_id == 901
     assert tickets[0].reason_code == "user_requested"
+    assert tickets[0].reason_detail == "系统自动转接；原因=user_requested；澄清轮次=0；知识来源数=0"
+    assert "最近会话（已脱敏）" in (tickets[0].conversation_summary or "")
     assert len(events) == 2  # agent.run_completed + conversation.transfer_requested
     transfer_event = next(
         event for event in events if event.event_type == "conversation.transfer_requested"
@@ -105,6 +123,37 @@ async def test_transfer_required_result_creates_pending_ticket_and_outbox_event(
     assert transfer_event.aggregate_type == "conversation"
     assert transfer_event.aggregate_id == "session-transfer-1"
     assert transfer_event.payload["ticket_no"] == tickets[0].ticket_no
+    context = transfer_event.payload["handover_context"]
+    assert context["reason_code"] == "user_requested"
+    assert context["clarification_round"] == 0
+    assert context["source_references"] == []
+
+
+@pytest.mark.asyncio
+async def test_handover_context_redacts_historical_sensitive_values() -> None:
+    """即使旧会话里有原始凭据，工单与 Outbox 摘要也必须二次脱敏。"""
+    session = FakeSession(queued_run())
+    session.conversation_messages = [ConversationMessage(
+        session_id=session.run.session_id, customer_id=session.run.user_id, portal="api",
+        role="user", content="验证码 123456，银行卡 6222021234567890123，登录密码: Secret123",
+        trace_id=session.run.trace_id, created_at=datetime.now(UTC).replace(tzinfo=None),
+    )]
+
+    await AgentPersistenceService(session).complete_run(
+        "run-transfer-1", result(transfer_required=True), memory_extraction_requested=False
+    )
+
+    ticket = added_of(session.added, HandoverTicket)[0]
+    event = next(
+        item for item in added_of(session.added, DomainEventOutbox)
+        if item.event_type == "conversation.transfer_requested"
+    )
+    summary = ticket.conversation_summary or ""
+    event_summary = event.payload["handover_context"]["conversation_summary"]
+    for raw_value in ("123456", "6222021234567890123", "Secret123"):
+        assert raw_value not in summary
+        assert raw_value not in event_summary
+    assert "验证码" in summary
 
 
 class VisitorSession(FakeSession):
@@ -134,6 +183,48 @@ async def test_visitor_transfer_ticket_does_not_use_anonymous_id_as_customer_fk(
     assert tickets[0].customer_id is None
 
 
+class ClarificationSession(FakeSession):
+    """模拟拥有真实会话行的客服运行，验证轮次仅在成功结果中改变。"""
+
+    def __init__(self, run: AgentRun, clarification_round: int) -> None:
+        super().__init__(run)
+        self.row = ConversationSession(
+            session_id=run.session_id, user_id=run.user_id, agent_type=run.agent_type,
+            portal="api", status="active", clarification_round=clarification_round,
+        )
+
+    async def scalar(self, statement: object) -> object:
+        self._scalar_calls += 1
+        if self._scalar_calls == 1:
+            return self.run
+        if "svc_conversation_session" in str(statement):
+            return self.row
+        return self.run.user_id if "sys_user" in str(statement) else None
+
+
+def clarification_result(*, required: bool) -> AgentResult:
+    return AgentResult(
+        run_id="run-transfer-1",
+        result=CoreResult(text="请补充一项信息。", clarification_required=required),
+    )
+
+
+@pytest.mark.asyncio
+async def test_customer_service_clarification_round_advances_and_resets() -> None:
+    session = ClarificationSession(queued_run(), clarification_round=1)
+
+    await AgentPersistenceService(session).complete_run(
+        "run-transfer-1", clarification_result(required=True), memory_extraction_requested=False
+    )
+    assert session.row.clarification_round == 2
+
+    resolved_session = ClarificationSession(queued_run(), clarification_round=2)
+    await AgentPersistenceService(resolved_session).complete_run(
+        "run-transfer-1", clarification_result(required=False), memory_extraction_requested=False
+    )
+    assert resolved_session.row.clarification_round == 0
+
+
 @pytest.mark.asyncio
 async def test_normal_result_does_not_create_handover_ticket_or_event() -> None:
     """非转人工回答不得污染管理员待处理队列。"""