595 lines
26 KiB
Python
595 lines
26 KiB
Python
# -*- coding: utf-8 -*-
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"""
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工单管理蓝图
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处理工单相关的API路由
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"""
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import os
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import pandas as pd
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import logging
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import uuid
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import time
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from datetime import datetime
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from flask import Blueprint, request, jsonify, send_file
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from werkzeug.utils import secure_filename
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from sqlalchemy import text
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logger = logging.getLogger(__name__)
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# 简化的AI准确率配置类
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class SimpleAIAccuracyConfig:
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"""简化的AI准确率配置"""
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def __init__(self):
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self.auto_approve_threshold = 0.95
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self.use_human_resolution_threshold = 0.90
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self.manual_review_threshold = 0.80
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self.ai_suggestion_confidence = 0.95
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self.human_resolution_confidence = 0.90
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def should_auto_approve(self, similarity: float) -> bool:
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return similarity >= self.auto_approve_threshold
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def should_use_human_resolution(self, similarity: float) -> bool:
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return similarity < self.use_human_resolution_threshold
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def get_confidence_score(self, similarity: float, use_human: bool = False) -> float:
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if use_human:
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return self.human_resolution_confidence
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else:
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return max(similarity, self.ai_suggestion_confidence)
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from src.main import TSPAssistant
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from src.core.database import db_manager
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from src.core.models import WorkOrder, Conversation, WorkOrderSuggestion, KnowledgeEntry
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from src.core.query_optimizer import query_optimizer
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workorders_bp = Blueprint('workorders', __name__, url_prefix='/api/workorders')
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# 移除get_assistant函数，使用service_manager
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def _ensure_workorder_template_file() -> str:
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"""返回已有的模板xlsx路径；不做动态生成，避免运行时依赖问题"""
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# 获取项目根目录
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current_dir = os.path.dirname(os.path.abspath(__file__))
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project_root = os.path.abspath(os.path.join(current_dir, '..', '..', '..'))
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# 模板文件路径（项目根目录下的uploads）
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template_path = os.path.join(project_root, 'uploads', 'workorder_template.xlsx')
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# 确保目录存在
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uploads_dir = os.path.join(project_root, 'uploads')
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os.makedirs(uploads_dir, exist_ok=True)
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if not os.path.exists(template_path):
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# 尝试从其他可能的位置复制模板
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possible_locations = [
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os.path.join(project_root, 'uploads', 'workorder_template.xlsx'),
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os.path.join(current_dir, 'uploads', 'workorder_template.xlsx'),
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os.path.join(os.getcwd(), 'uploads', 'workorder_template.xlsx')
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]
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source_found = False
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for source_path in possible_locations:
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if os.path.exists(source_path):
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try:
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import shutil
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shutil.copyfile(source_path, template_path)
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source_found = True
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break
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except Exception as e:
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logger.warning(f"复制模板文件失败: {e}")
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if not source_found:
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# 自动生成一个最小可用模板
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try:
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import pandas as pd
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from pandas import DataFrame
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columns = ['标题', '描述', '分类', '优先级', '状态', '解决方案', '满意度']
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df: DataFrame = pd.DataFrame(columns=columns)
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df.to_excel(template_path, index=False)
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logger.info(f"自动生成模板文件: {template_path}")
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except Exception as gen_err:
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raise FileNotFoundError('模板文件缺失且自动生成失败，请检查依赖：openpyxl/pandas') from gen_err
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return template_path
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@workorders_bp.route('')
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def get_workorders():
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"""获取工单列表（分页）"""
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try:
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# 获取分页参数
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page = request.args.get('page', 1, type=int)
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per_page = request.args.get('per_page', 10, type=int)
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status_filter = request.args.get('status', '')
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priority_filter = request.args.get('priority', '')
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# 从数据库获取分页数据
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from src.core.database import db_manager
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from src.core.models import WorkOrder
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with db_manager.get_session() as session:
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# 构建查询
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query = session.query(WorkOrder)
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# 应用过滤器
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if status_filter:
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query = query.filter(WorkOrder.status == status_filter)
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if priority_filter:
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query = query.filter(WorkOrder.priority == priority_filter)
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# 按创建时间倒序排列
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query = query.order_by(WorkOrder.created_at.desc())
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# 计算总数
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total = query.count()
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# 分页查询
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workorders = query.offset((page - 1) * per_page).limit(per_page).all()
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# 转换为字典
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workorders_data = []
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for workorder in workorders:
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workorders_data.append({
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'id': workorder.id,
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'order_id': workorder.order_id,
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'title': workorder.title,
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'description': workorder.description,
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'category': workorder.category,
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'priority': workorder.priority,
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'status': workorder.status,
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'assignee': workorder.assignee,
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'source': workorder.source,
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'module': workorder.module,
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'created_by': workorder.created_by,
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'created_at': workorder.created_at.isoformat() if workorder.created_at else None,
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'updated_at': workorder.updated_at.isoformat() if workorder.updated_at else None,
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'date_of_close': workorder.date_of_close.isoformat() if workorder.date_of_close else None
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})
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# 计算分页信息
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total_pages = (total + per_page - 1) // per_page
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return jsonify({
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'workorders': workorders_data,
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'page': page,
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'per_page': per_page,
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'total': total,
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'total_pages': total_pages
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})
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except Exception as e:
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return jsonify({"error": str(e)}), 500
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@workorders_bp.route('', methods=['POST'])
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def create_workorder():
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"""创建工单"""
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try:
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data = request.get_json()
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result = service_manager.get_assistant().create_work_order(
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title=data['title'],
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description=data['description'],
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category=data['category'],
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priority=data['priority']
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)
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# 清除工单相关缓存
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from src.core.cache_manager import cache_manager
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cache_manager.clear() # 清除所有缓存
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return jsonify({"success": True, "workorder": result})
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except Exception as e:
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return jsonify({"error": str(e)}), 500
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@workorders_bp.route('/<int:workorder_id>')
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def get_workorder_details(workorder_id):
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"""获取工单详情（含数据库对话记录）"""
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try:
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with db_manager.get_session() as session:
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w = session.query(WorkOrder).filter(WorkOrder.id == workorder_id).first()
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if not w:
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return jsonify({"error": "工单不存在"}), 404
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convs = session.query(Conversation).filter(Conversation.work_order_id == w.id).order_by(Conversation.timestamp.asc()).all()
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conv_list = []
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for c in convs:
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conv_list.append({
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"id": c.id,
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"user_message": c.user_message,
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"assistant_response": c.assistant_response,
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"timestamp": c.timestamp.isoformat() if c.timestamp else None
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})
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# 在会话内构建工单数据
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workorder = {
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"id": w.id,
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"order_id": w.order_id,
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"title": w.title,
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"description": w.description,
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"category": w.category,
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"priority": w.priority,
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"status": w.status,
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"created_at": w.created_at.isoformat() if w.created_at else None,
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"updated_at": w.updated_at.isoformat() if w.updated_at else None,
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"resolution": w.resolution,
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"satisfaction_score": w.satisfaction_score,
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"conversations": conv_list
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}
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return jsonify(workorder)
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except Exception as e:
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return jsonify({"error": str(e)}), 500
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@workorders_bp.route('/<int:workorder_id>', methods=['PUT'])
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def update_workorder(workorder_id):
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"""更新工单（写入数据库）"""
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try:
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data = request.get_json()
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if not data.get('title') or not data.get('description'):
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return jsonify({"error": "标题和描述不能为空"}), 400
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with db_manager.get_session() as session:
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w = session.query(WorkOrder).filter(WorkOrder.id == workorder_id).first()
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if not w:
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return jsonify({"error": "工单不存在"}), 404
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w.title = data.get('title', w.title)
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w.description = data.get('description', w.description)
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w.category = data.get('category', w.category)
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w.priority = data.get('priority', w.priority)
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w.status = data.get('status', w.status)
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w.resolution = data.get('resolution', w.resolution)
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w.satisfaction_score = data.get('satisfaction_score', w.satisfaction_score)
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w.updated_at = datetime.now()
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session.commit()
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# 清除工单相关缓存
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from src.core.cache_manager import cache_manager
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cache_manager.clear() # 清除所有缓存
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updated = {
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"id": w.id,
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"title": w.title,
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"description": w.description,
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"category": w.category,
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"priority": w.priority,
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"status": w.status,
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"resolution": w.resolution,
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"satisfaction_score": w.satisfaction_score,
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"updated_at": w.updated_at.isoformat() if w.updated_at else None
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}
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return jsonify({"success": True, "message": "工单更新成功", "workorder": updated})
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except Exception as e:
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return jsonify({"error": str(e)}), 500
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@workorders_bp.route('/<int:workorder_id>', methods=['DELETE'])
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def delete_workorder(workorder_id):
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"""删除工单"""
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try:
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with db_manager.get_session() as session:
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workorder = session.query(WorkOrder).filter(WorkOrder.id == workorder_id).first()
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if not workorder:
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return jsonify({"error": "工单不存在"}), 404
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# 先删除所有相关的子记录（按外键依赖顺序）
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# 1. 删除工单建议记录
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try:
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session.execute(text("DELETE FROM work_order_suggestions WHERE work_order_id = :id"), {"id": workorder_id})
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except Exception as e:
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print(f"删除工单建议记录失败: {e}")
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# 2. 删除对话记录
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session.query(Conversation).filter(Conversation.work_order_id == workorder_id).delete()
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# 3. 删除工单
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session.delete(workorder)
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session.commit()
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# 清除工单相关缓存
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from src.core.cache_manager import cache_manager
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cache_manager.clear() # 清除所有缓存
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return jsonify({
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"success": True,
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"message": "工单删除成功"
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})
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except Exception as e:
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return jsonify({"error": str(e)}), 500
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@workorders_bp.route('/<int:workorder_id>/ai-suggestion', methods=['POST'])
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def generate_workorder_ai_suggestion(workorder_id):
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"""根据工单描述与知识库生成AI建议草稿"""
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try:
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with db_manager.get_session() as session:
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w = session.query(WorkOrder).filter(WorkOrder.id == workorder_id).first()
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if not w:
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return jsonify({"error": "工单不存在"}), 404
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# 调用知识库搜索与LLM生成
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# 使用问题描述（title）而不是处理过程（description）作为主要查询依据
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query = f"{w.title}"
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kb_results = service_manager.get_assistant().search_knowledge(query, top_k=3)
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kb_list = kb_results.get('results', []) if isinstance(kb_results, dict) else []
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# 组装提示词
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context = "\n".join([f"Q: {k.get('question','')}\nA: {k.get('answer','')}" for k in kb_list])
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from src.core.llm_client import QwenClient
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llm = QwenClient()
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prompt = f"请基于以下工单问题描述与知识库片段，给出简洁、可执行的处理建议。\n\n问题描述:\n{w.title}\n\n处理过程（仅供参考）:\n{w.description}\n\n知识库片段:\n{context}\n\n请直接输出建议文本："
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llm_resp = llm.chat_completion(messages=[{"role":"user","content":prompt}], temperature=0.3, max_tokens=800)
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suggestion = ""
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if llm_resp and 'choices' in llm_resp:
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suggestion = llm_resp['choices'][0]['message']['content']
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# 保存/更新草稿记录
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rec = session.query(WorkOrderSuggestion).filter(WorkOrderSuggestion.work_order_id == w.id).first()
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if not rec:
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rec = WorkOrderSuggestion(work_order_id=w.id, ai_suggestion=suggestion)
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session.add(rec)
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else:
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rec.ai_suggestion = suggestion
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rec.updated_at = datetime.now()
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session.commit()
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return jsonify({"success": True, "ai_suggestion": suggestion})
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except Exception as e:
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return jsonify({"error": str(e)}), 500
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@workorders_bp.route('/<int:workorder_id>/human-resolution', methods=['POST'])
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def save_workorder_human_resolution(workorder_id):
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"""保存人工描述，并计算与AI建议相似度；若≥95%可自动审批入库"""
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try:
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data = request.get_json() or {}
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human_text = data.get('human_resolution','').strip()
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if not human_text:
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return jsonify({"error":"人工描述不能为空"}), 400
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with db_manager.get_session() as session:
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w = session.query(WorkOrder).filter(WorkOrder.id == workorder_id).first()
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if not w:
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return jsonify({"error": "工单不存在"}), 404
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rec = session.query(WorkOrderSuggestion).filter(WorkOrderSuggestion.work_order_id == w.id).first()
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if not rec:
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rec = WorkOrderSuggestion(work_order_id=w.id)
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session.add(rec)
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rec.human_resolution = human_text
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# 计算语义相似度（使用sentence-transformers进行更准确的语义比较）
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try:
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from src.utils.semantic_similarity import calculate_semantic_similarity
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ai_text = rec.ai_suggestion or ""
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sim = calculate_semantic_similarity(ai_text, human_text)
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logger.info(f"AI建议与人工描述语义相似度: {sim:.4f}")
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except Exception as e:
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logger.error(f"计算语义相似度失败: {e}")
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# 回退到传统方法
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try:
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from sklearn.feature_extraction.text import TfidfVectorizer
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from sklearn.metrics.pairwise import cosine_similarity
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texts = [rec.ai_suggestion or "", human_text]
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vec = TfidfVectorizer(max_features=1000)
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mat = vec.fit_transform(texts)
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sim = float(cosine_similarity(mat[0:1], mat[1:2])[0][0])
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except Exception:
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sim = 0.0
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rec.ai_similarity = sim
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# 使用简化的配置
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config = SimpleAIAccuracyConfig()
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# 自动审批条件
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approved = config.should_auto_approve(sim)
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rec.approved = approved
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# 记录使用人工描述入库的标记（当AI准确率低于阈值时）
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use_human_resolution = config.should_use_human_resolution(sim)
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rec.use_human_resolution = use_human_resolution
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session.commit()
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return jsonify({
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"success": True,
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"similarity": sim,
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"approved": approved,
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"use_human_resolution": use_human_resolution
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})
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except Exception as e:
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return jsonify({"error": str(e)}), 500
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@workorders_bp.route('/<int:workorder_id>/approve-to-knowledge', methods=['POST'])
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def approve_workorder_to_knowledge(workorder_id):
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"""将已审批的AI建议或人工描述入库为知识条目"""
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try:
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with db_manager.get_session() as session:
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w = session.query(WorkOrder).filter(WorkOrder.id == workorder_id).first()
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if not w:
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return jsonify({"error": "工单不存在"}), 404
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rec = session.query(WorkOrderSuggestion).filter(WorkOrderSuggestion.work_order_id == w.id).first()
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if not rec:
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return jsonify({"error": "未找到工单建议记录"}), 400
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# 使用简化的配置
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config = SimpleAIAccuracyConfig()
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# 确定使用哪个内容入库
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if rec.use_human_resolution and rec.human_resolution:
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# AI准确率低于阈值，使用人工描述入库
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answer_content = rec.human_resolution
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confidence_score = config.get_confidence_score(rec.ai_similarity or 0, use_human=True)
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verified_by = 'human_resolution'
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logger.info(f"工单 {workorder_id} 使用人工描述入库，AI相似度: {rec.ai_similarity:.4f}")
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elif rec.approved and rec.ai_suggestion:
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# AI准确率≥阈值，使用AI建议入库
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answer_content = rec.ai_suggestion
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confidence_score = config.get_confidence_score(rec.ai_similarity or 0, use_human=False)
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verified_by = 'auto_approve'
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logger.info(f"工单 {workorder_id} 使用AI建议入库，相似度: {rec.ai_similarity:.4f}")
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else:
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return jsonify({"error": "未找到可入库的内容"}), 400
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# 入库为知识条目
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entry = KnowledgeEntry(
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question=w.title or (w.description[:20] if w.description else '工单问题'),
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answer=answer_content,
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category=w.category or '其他',
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confidence_score=confidence_score,
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is_active=True,
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is_verified=True,
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verified_by=verified_by,
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verified_at=datetime.now()
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)
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session.add(entry)
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session.commit()
|
||
|
||
return jsonify({
|
||
"success": True,
|
||
"knowledge_id": entry.id,
|
||
"used_content": "human_resolution" if rec.use_human_resolution else "ai_suggestion",
|
||
"confidence_score": confidence_score
|
||
})
|
||
except Exception as e:
|
||
logger.error(f"入库知识库失败: {e}")
|
||
return jsonify({"error": str(e)}), 500
|
||
|
||
@workorders_bp.route('/import', methods=['POST'])
|
||
def import_workorders():
|
||
"""导入Excel工单文件"""
|
||
try:
|
||
# 检查是否有文件上传
|
||
if 'file' not in request.files:
|
||
return jsonify({"error": "没有上传文件"}), 400
|
||
|
||
file = request.files['file']
|
||
if file.filename == '':
|
||
return jsonify({"error": "没有选择文件"}), 400
|
||
|
||
if not file.filename.endswith(('.xlsx', '.xls')):
|
||
return jsonify({"error": "只支持Excel文件(.xlsx, .xls)"}), 400
|
||
|
||
# 保存上传的文件
|
||
filename = secure_filename(file.filename)
|
||
upload_path = os.path.join('uploads', filename)
|
||
os.makedirs('uploads', exist_ok=True)
|
||
file.save(upload_path)
|
||
|
||
# 解析Excel文件
|
||
try:
|
||
df = pd.read_excel(upload_path)
|
||
imported_workorders = []
|
||
|
||
# 处理每一行数据
|
||
for index, row in df.iterrows():
|
||
# 根据Excel列名映射到工单字段
|
||
title = str(row.get('标题', row.get('title', f'导入工单 {index + 1}')))
|
||
description = str(row.get('描述', row.get('description', '')))
|
||
category = str(row.get('分类', row.get('category', '技术问题')))
|
||
priority = str(row.get('优先级', row.get('priority', 'medium')))
|
||
status = str(row.get('状态', row.get('status', 'open')))
|
||
|
||
# 验证必填字段
|
||
if not title or title.strip() == '':
|
||
continue
|
||
|
||
# 生成唯一的工单ID
|
||
timestamp = int(time.time())
|
||
unique_id = str(uuid.uuid4())[:8]
|
||
order_id = f"IMP_{timestamp}_{unique_id}"
|
||
|
||
# 创建工单到数据库
|
||
try:
|
||
with db_manager.get_session() as session:
|
||
workorder = WorkOrder(
|
||
order_id=order_id,
|
||
title=title,
|
||
description=description,
|
||
category=category,
|
||
priority=priority,
|
||
status=status,
|
||
created_at=datetime.now(),
|
||
updated_at=datetime.now()
|
||
)
|
||
|
||
# 处理可选字段
|
||
if pd.notna(row.get('解决方案', row.get('resolution'))):
|
||
workorder.resolution = str(row.get('解决方案', row.get('resolution')))
|
||
|
||
if pd.notna(row.get('满意度', row.get('satisfaction_score'))):
|
||
try:
|
||
workorder.satisfaction_score = int(row.get('满意度', row.get('satisfaction_score')))
|
||
except (ValueError, TypeError):
|
||
workorder.satisfaction_score = None
|
||
|
||
session.add(workorder)
|
||
session.commit()
|
||
|
||
logger.info(f"成功导入工单: {order_id} - {title}")
|
||
|
||
except Exception as db_error:
|
||
logger.error(f"导入工单到数据库失败: {db_error}")
|
||
continue
|
||
|
||
# 添加到返回列表
|
||
imported_workorders.append({
|
||
"id": workorder.id,
|
||
"order_id": workorder.order_id,
|
||
"title": workorder.title,
|
||
"description": workorder.description,
|
||
"category": workorder.category,
|
||
"priority": workorder.priority,
|
||
"status": workorder.status,
|
||
"created_at": workorder.created_at.isoformat() if workorder.created_at else None,
|
||
"updated_at": workorder.updated_at.isoformat() if workorder.updated_at else None,
|
||
"resolution": workorder.resolution,
|
||
"satisfaction_score": workorder.satisfaction_score
|
||
})
|
||
|
||
# 清理上传的文件
|
||
os.remove(upload_path)
|
||
|
||
return jsonify({
|
||
"success": True,
|
||
"message": f"成功导入 {len(imported_workorders)} 个工单",
|
||
"imported_count": len(imported_workorders),
|
||
"workorders": imported_workorders
|
||
})
|
||
|
||
except Exception as e:
|
||
# 清理上传的文件
|
||
if os.path.exists(upload_path):
|
||
os.remove(upload_path)
|
||
return jsonify({"error": f"解析Excel文件失败: {str(e)}"}), 400
|
||
|
||
except Exception as e:
|
||
return jsonify({"error": str(e)}), 500
|
||
|
||
@workorders_bp.route('/import/template')
|
||
def download_import_template():
|
||
"""下载工单导入模板"""
|
||
try:
|
||
template_path = _ensure_workorder_template_file()
|
||
return jsonify({
|
||
"success": True,
|
||
"template_url": f"/uploads/workorder_template.xlsx"
|
||
})
|
||
|
||
except Exception as e:
|
||
return jsonify({"error": str(e)}), 500
|
||
|
||
@workorders_bp.route('/import/template/file')
|
||
def download_import_template_file():
|
||
"""直接返回工单导入模板文件（下载）"""
|
||
try:
|
||
template_path = _ensure_workorder_template_file()
|
||
|
||
# 检查文件是否存在
|
||
if not os.path.exists(template_path):
|
||
logger.error(f"模板文件不存在: {template_path}")
|
||
return jsonify({"error": "模板文件不存在"}), 404
|
||
|
||
# 检查文件大小
|
||
file_size = os.path.getsize(template_path)
|
||
if file_size == 0:
|
||
logger.error(f"模板文件为空: {template_path}")
|
||
return jsonify({"error": "模板文件为空"}), 500
|
||
|
||
logger.info(f"准备下载模板文件: {template_path}, 大小: {file_size} bytes")
|
||
|
||
try:
|
||
# Flask>=2 使用 download_name
|
||
return send_file(template_path, as_attachment=True, download_name='工单导入模板.xlsx', mimetype='application/vnd.openxmlformats-officedocument.spreadsheetml.sheet')
|
||
except TypeError:
|
||
# 兼容 Flask<2 的 attachment_filename
|
||
return send_file(template_path, as_attachment=True, attachment_filename='工单导入模板.xlsx', mimetype='application/vnd.openxmlformats-officedocument.spreadsheetml.sheet')
|
||
|
||
except Exception as e:
|
||
logger.error(f"下载模板文件失败: {e}")
|
||
return jsonify({"error": f"下载失败: {str(e)}"}), 500
|