test: 补充权限、消息与会话服务回归用例

会话读取、接管、重分配与 Socket 订阅统一校验角色、组织与可见性。

backend/tests/services/test_ticket_service.py

@@ -0,0 +1,469 @@
+"""
+Copyright 2024-2026 ReplyPier
+
+Licensed under the Apache License, Version 2.0 (the "License");
+you may not use this file except in compliance with the License.
+You may obtain a copy of the License at
+
+    http://www.apache.org/licenses/LICENSE-2.0
+
+Unless required by applicable law or agreed to in writing, software
+distributed under the License is distributed on an "AS IS" BASIS,
+WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied.
+See the License for the specific language governing permissions and
+limitations under the License.
+"""
+
+from unittest.mock import patch
+from uuid import uuid4
+
+import pytest
+
+from app.models.chat_history import ChatHistory
+from app.models.session_to_agent import SessionStatus, SessionToAgent
+from app.services.message_delivery import DeliveryResult
+from app.models.ticket import (
+    Ticket,
+    TicketPriority,
+    TicketSource,
+    TicketStatus,
+)
+from app.models.ticket_activity import TicketActivity, TicketActivityType, TicketActorType
+from app.services.ticket import NATIVE_INTEGRATION_TYPE, TicketService, render_customer_template
+
+
+@pytest.fixture(autouse=True)
+def no_embeddings():
+    """Embeddings hit the local FastEmbed model — irrelevant to these tests."""
+    with patch("app.services.ticket.embed_ticket_text", return_value=None):
+        yield
+
+
+@pytest.fixture
+def service(db):
+    return TicketService(db)
+
+
+@pytest.fixture
+def test_session(db, test_organization, test_customer, test_agent) -> SessionToAgent:
+    session = SessionToAgent(
+        session_id=uuid4(),
+        organization_id=test_organization.id,
+        customer_id=test_customer.id,
+        agent_id=test_agent.id,
+        status=SessionStatus.OPEN,
+        channel="web",
+    )
+    db.add(session)
+    db.commit()
+    db.refresh(session)
+    return session
+
+
+def make_ticket(service, db, org, **overrides) -> Ticket:
+    kwargs = dict(
+        organization_id=org.id,
+        title="Payout delayed for merchant #8842",
+        description="Batch stuck in processing.",
+        priority=TicketPriority.HIGH,
+        source=TicketSource.MANUAL,
+    )
+    kwargs.update(overrides)
+    ticket, _dupes = service.create_ticket(**kwargs)
+    db.commit()
+    db.refresh(ticket)
+    return ticket
+
+
+class TestTicketCreation:
+    def test_a_chat_ticket_can_leave_the_sessions_customer_off(self, service, db, test_organization, test_session):
+        """A visitor bound to a customer by an email they typed: the ticket must not
+        carry that customer's identity to the investigator."""
+        ticket = make_ticket(service, db, test_organization, session_id=test_session.session_id,
+                             source=TicketSource.CHAT_AI, link_session_customer=False)
+
+        assert ticket.customer_id is None
+
+    def test_numbers_are_sequential_per_org(self, service, db, test_organization):
+        first = make_ticket(service, db, test_organization)
+        second = make_ticket(service, db, test_organization)
+        assert first.ticket_number == 1
+        assert second.ticket_number == 2
+        assert second.display_number == "TKT-2"
+
+    def test_create_links_session_and_mirrors_columns(
+        self, service, db, test_organization, test_session
+    ):
+        ticket = make_ticket(
+            service, db, test_organization,
+            session_id=test_session.session_id, source=TicketSource.CHAT_AI,
+        )
+        db.refresh(test_session)
+        assert test_session.ticket_id == ticket.display_number
+        assert test_session.integration_type == NATIVE_INTEGRATION_TYPE
+        assert test_session.ticket_status == TicketStatus.OPEN.value
+        assert service.repo.get_by_session(test_session.session_id).id == ticket.id
+        # Customer/agent inherited from the session
+        assert ticket.customer_id == test_session.customer_id
+        assert ticket.agent_id == test_session.agent_id
+
+    def test_create_enqueues_triage_run(self, service, db, test_organization):
+        ticket = make_ticket(service, db, test_organization)
+        runs = service.run_repo.list_for_ticket(ticket.id)
+        assert len(runs) == 1
+        assert runs[0].run_type == "triage"
+        assert runs[0].status == "pending"
+
+    def test_create_without_auto_investigate(self, service, db, test_organization):
+        settings = service.settings_repo.get_or_create(test_organization.id)
+        settings.auto_investigate_on_create = False
+        db.commit()
+        ticket = make_ticket(service, db, test_organization)
+        assert service.run_repo.list_for_ticket(ticket.id) == []
+
+    def test_creation_writes_audit_activity(self, service, db, test_organization):
+        ticket = make_ticket(service, db, test_organization)
+        activities = service.activity_repo.list_for_ticket(ticket.id)
+        assert activities[0].activity_type == TicketActivityType.STATUS_CHANGE.value
+        assert activities[0].activity_metadata["to"] == TicketStatus.OPEN.value
+
+
+class TestOrgIsolation:
+    def test_foreign_session_rejected(self, service, db, test_organization, test_session):
+        """A session belonging to another org must not be linkable (it would
+        mutate that org's session row and message its customer)."""
+        from app.models.organization import Organization
+        other_org = Organization(name="Other Org", domain="other.example", timezone="UTC")
+        db.add(other_org)
+        db.commit()
+        with pytest.raises(ValueError, match="Session not found"):
+            service.create_ticket(
+                organization_id=other_org.id,
+                title="Sneaky cross-org ticket",
+                session_id=test_session.session_id,
+            )
+
+    def test_jira_linked_session_not_clobbered(
+        self, service, db, test_organization, test_session
+    ):
+        """An explicit Jira linkage on the session survives native ticket
+        creation — JiraTools reads ticket_id as a Jira issue key."""
+        test_session.ticket_id = "SUP-123"
+        test_session.integration_type = "JIRA"
+        db.commit()
+        make_ticket(
+            service, db, test_organization, session_id=test_session.session_id
+        )
+        db.refresh(test_session)
+        assert test_session.ticket_id == "SUP-123"
+        assert test_session.integration_type == "JIRA"
+
+
+class TestSearchEscaping:
+    def test_literal_percent_does_not_wildcard(self, service, db, test_organization):
+        make_ticket(service, db, test_organization, title="CPU at 100% on ingest")
+        make_ticket(service, db, test_organization, title="Login broken")
+        tickets, total = service.repo.list(test_organization.id, search="100% on")
+        assert total == 1
+        # A bare '%' must not match everything.
+        _t, total_all = service.repo.list(test_organization.id, search="%")
+        assert total_all == 1
+
+
+class TestTriagePriorityValidation:
+    def test_invalid_llm_priority_is_ignored(self, service, db, test_organization):
+        from app.models.schemas.investigation import TriageResult
+        from app.workers.ticket_investigator import _apply_triage
+        ticket = make_ticket(service, db, test_organization)
+        result = TriageResult(
+            title=ticket.title, priority="P1-Critical", intent="bug_report",
+            summary="something broke", confidence=0.9,
+        )
+        _apply_triage(service, ticket, result)
+        assert str(ticket.priority) == "high"  # unchanged
+
+    def test_valid_llm_priority_applies(self, service, db, test_organization):
+        from app.models.schemas.investigation import TriageResult
+        from app.workers.ticket_investigator import _apply_triage
+        ticket = make_ticket(service, db, test_organization)
+        result = TriageResult(
+            title=ticket.title, priority="Urgent", intent="outage",
+            summary="prod down", confidence=0.95,
+        )
+        _apply_triage(service, ticket, result)
+        assert str(ticket.priority) == "urgent"
+
+
+class TestCustomerEmailPath:
+    def test_create_with_email_finds_or_creates_customer(
+        self, service, db, test_organization
+    ):
+        ticket = make_ticket(
+            service, db, test_organization,
+            customer_email="Jane@Example.com", customer_name="Jane Doe",
+        )
+        assert ticket.customer is not None
+        assert ticket.customer.email == "jane@example.com"
+        assert ticket.customer.full_name == "Jane Doe"
+        # Same email reuses the record instead of duplicating it.
+        second = make_ticket(
+            service, db, test_organization, customer_email="jane@example.com"
+        )
+        assert second.customer_id == ticket.customer_id
+
+    def test_can_notify_requires_session_or_email(
+        self, service, db, test_organization, test_session
+    ):
+        no_contact = make_ticket(service, db, test_organization)
+        assert service.can_notify_customer(no_contact) is False
+        with_email = make_ticket(
+            service, db, test_organization, customer_email="c@example.com"
+        )
+        assert service.can_notify_customer(with_email) is True
+        with_session = make_ticket(
+            service, db, test_organization, session_id=test_session.session_id
+        )
+        assert service.can_notify_customer(with_session) is True
+
+    def test_set_customer_links_and_records_activity(
+        self, service, db, test_organization
+    ):
+        ticket = make_ticket(service, db, test_organization)
+        assert ticket.customer_id is None
+        service.set_customer(ticket, "Late@Example.com", "Late Add")
+        db.commit()
+        db.refresh(ticket)
+        assert ticket.customer.email == "late@example.com"
+        assert service.can_notify_customer(ticket) is True
+        last = service.activity_repo.list_for_ticket(ticket.id)[-1]
+        assert last.activity_type == TicketActivityType.CUSTOMER_LINKED.value
+        # Setting the same customer again is a no-op (no duplicate activity).
+        count_before = len(service.activity_repo.list_for_ticket(ticket.id))
+        service.set_customer(ticket, "late@example.com")
+        assert len(service.activity_repo.list_for_ticket(ticket.id)) == count_before
+
+    @pytest.mark.asyncio
+    async def test_direct_email_fallback_records_activity(
+        self, service, db, test_organization
+    ):
+        ticket = make_ticket(
+            service, db, test_organization, customer_email="c@example.com"
+        )
+        with patch(
+            "app.services.ticket_email.send_ticket_email", return_value=True
+        ) as send:
+            await service.send_customer_message(ticket, "We are on it")
+        send.assert_awaited_once()
+        assert send.await_args.kwargs["subject"].startswith(f"[{ticket.display_number}]")
+        last = service.activity_repo.list_for_ticket(ticket.id)[-1]
+        assert last.activity_type == TicketActivityType.CUSTOMER_NOTIFIED.value
+        assert last.activity_metadata["channel"] == "email"
+        assert ticket.first_response_at is not None
+
+    @pytest.mark.asyncio
+    async def test_web_session_reply_is_also_emailed(
+        self, service, db, test_organization, test_session
+    ):
+        """A widget (web) reply is emitted over the socket to the browser tab
+        only; when the customer has a real inbox it must also be emailed so a
+        ticket update reaches them after they've closed the chat."""
+        ticket = make_ticket(
+            service, db, test_organization, session_id=test_session.session_id
+        )
+        with patch(
+            "app.services.ticket.deliver_to_customer"
+        ) as deliver, patch(
+            "app.services.ticket_email.send_ticket_email", return_value=True
+        ) as send:
+            await service.send_customer_message(ticket, "Update on your ticket")
+        deliver.assert_awaited_once()
+        send.assert_awaited_once()
+        assert send.await_args.args[2] == test_session.customer.email
+
+    @pytest.mark.asyncio
+    async def test_web_session_reply_not_emailed_for_placeholder(
+        self, service, db, test_organization, test_session, test_customer
+    ):
+        """Anonymous widget visitors (…@noemail.com) have no real inbox — the
+        socket emit is the only delivery, no email is attempted."""
+        test_customer.email = "visitor@noemail.com"
+        db.commit()
+        ticket = make_ticket(
+            service, db, test_organization, session_id=test_session.session_id
+        )
+        with patch(
+            "app.services.ticket.deliver_to_customer"
+        ), patch(
+            "app.services.ticket_email.send_ticket_email", return_value=True
+        ) as send:
+            await service.send_customer_message(ticket, "Update on your ticket")
+        send.assert_not_awaited()
+
+    @pytest.mark.asyncio
+    async def test_undelivered_channel_reply_is_marked_on_its_row(
+        self, service, db, test_organization, test_session
+    ):
+        """A WhatsApp reply refused (e.g. window closed) is stored first and
+        flagged, so the thread never shows it as sent."""
+        test_session.channel = "whatsapp"
+        db.commit()
+        ticket = make_ticket(service, db, test_organization, session_id=test_session.session_id)
+        refused = DeliveryResult(ok=False, reason="window_expired", can_template=True)
+        with patch("app.services.ticket.deliver_to_customer", return_value=refused) as deliver:
+            await service.send_customer_message(ticket, "Your refund is on its way")
+
+        row = db.query(ChatHistory).filter_by(session_id=test_session.session_id).one()
+        assert deliver.await_args.kwargs["message_id"] == row.id
+        assert row.attributes["delivery_status"] == "window_expired"
+
+    @pytest.mark.asyncio
+    async def test_a_send_that_raises_is_marked_undelivered(
+        self, service, db, test_organization, test_session
+    ):
+        test_session.channel = "whatsapp"
+        db.commit()
+        ticket = make_ticket(service, db, test_organization, session_id=test_session.session_id)
+        with patch("app.services.ticket.deliver_to_customer", side_effect=RuntimeError("graph down")):
+            await service.send_customer_message(ticket, "Your refund is on its way")
+
+        row = db.query(ChatHistory).filter_by(session_id=test_session.session_id).one()
+        assert row.attributes["delivery_status"] == "send_failed"
+
+    @pytest.mark.asyncio
+    async def test_no_contact_is_a_silent_noop(self, service, db, test_organization):
+        ticket = make_ticket(service, db, test_organization)
+        with patch(
+            "app.services.ticket_email.send_ticket_email", return_value=True
+        ) as send:
+            await service.send_customer_message(ticket, "hello?")
+        send.assert_not_awaited()
+        types = [a.activity_type for a in service.activity_repo.list_for_ticket(ticket.id)]
+        assert TicketActivityType.CUSTOMER_NOTIFIED.value not in types
+
+    @pytest.mark.asyncio
+    async def test_failed_send_records_nothing(self, service, db, test_organization):
+        ticket = make_ticket(
+            service, db, test_organization, customer_email="c@example.com"
+        )
+        with patch("app.services.ticket_email.send_ticket_email", return_value=False):
+            await service.send_customer_message(ticket, "We are on it")
+        types = [a.activity_type for a in service.activity_repo.list_for_ticket(ticket.id)]
+        assert TicketActivityType.CUSTOMER_NOTIFIED.value not in types
+        assert ticket.first_response_at is None
+
+    @pytest.mark.asyncio
+    async def test_repeat_resolve_notifies_customer_once(
+        self, service, db, test_organization, test_session
+    ):
+        """A double-submitted resolve must send the customer exactly one
+        resolution message — the second call is a no-op transition and must not
+        re-notify."""
+        ticket = make_ticket(
+            service, db, test_organization, session_id=test_session.session_id
+        )
+        with patch.object(
+            service, "notify_customer_resolved"
+        ) as notify:
+            await service.resolve(ticket, outcome="fixed", customer_message="All set")
+            await service.resolve(ticket, outcome="fixed", customer_message="All set")
+        notify.assert_awaited_once()
+
+
+class TestStatusMachine:
+    def test_legal_transition(self, service, db, test_organization):
+        ticket = make_ticket(service, db, test_organization)
+        service.transition_status(ticket, TicketStatus.IN_PROGRESS)
+        assert ticket.status == TicketStatus.IN_PROGRESS
+
+    def test_illegal_transition_raises(self, service, db, test_organization):
+        ticket = make_ticket(service, db, test_organization)
+        service.transition_status(ticket, TicketStatus.CLOSED)
+        with pytest.raises(ValueError, match="Illegal status transition"):
+            service.transition_status(ticket, TicketStatus.IN_PROGRESS)
+
+    def test_resolved_sets_timestamps_and_actor(self, service, db, test_organization):
+        ticket = make_ticket(service, db, test_organization)
+        service.transition_status(ticket, TicketStatus.RESOLVED, actor_type=TicketActorType.AI)
+        assert ticket.resolved_at is not None
+        assert ticket.resolved_by_actor == "ai"
+
+    def test_reopen_clears_resolution_state(self, service, db, test_organization):
+        ticket = make_ticket(service, db, test_organization)
+        service.transition_status(ticket, TicketStatus.RESOLVED)
+        service.reopen(ticket, reason="Customer says still broken")
+        assert ticket.status == TicketStatus.REOPENED
+        assert ticket.resolved_at is None
+        assert ticket.resolved_by_actor is None
+        assert ticket.reopened_count == 1
+
+    def test_transition_writes_audit_row(self, service, db, test_organization):
+        ticket = make_ticket(service, db, test_organization)
+        service.transition_status(ticket, TicketStatus.IN_PROGRESS)
+        activities = service.activity_repo.list_for_ticket(ticket.id)
+        last = activities[-1]
+        assert last.activity_metadata == {
+            "from": TicketStatus.OPEN.value,
+            "to": TicketStatus.IN_PROGRESS.value,
+        }
+
+
+class TestComments:
+    def test_customer_visible_comment_sets_first_response(self, service, db, test_organization):
+        ticket = make_ticket(service, db, test_organization)
+        assert ticket.first_response_at is None
+        service.add_comment(ticket, "Looking into it", is_internal=False)
+        assert ticket.first_response_at is not None
+
+    def test_internal_note_does_not_set_first_response(self, service, db, test_organization):
+        ticket = make_ticket(service, db, test_organization)
+        service.add_comment(ticket, "internal note", is_internal=True)
+        assert ticket.first_response_at is None
+
+
+class TestAiState:
+    def test_active_run_means_investigating(self, service, db, test_organization):
+        ticket = make_ticket(service, db, test_organization)
+        assert service.ai_state(ticket) == "investigating"
+
+    def test_no_run_means_human(self, service, db, test_organization):
+        settings = service.settings_repo.get_or_create(test_organization.id)
+        settings.auto_investigate_on_create = False
+        db.commit()
+        ticket = make_ticket(service, db, test_organization)
+        assert service.ai_state(ticket) == "human"
+
+    def test_ai_resolution_means_resolved(self, service, db, test_organization):
+        settings = service.settings_repo.get_or_create(test_organization.id)
+        settings.auto_investigate_on_create = False
+        db.commit()
+        ticket = make_ticket(service, db, test_organization)
+        service.transition_status(ticket, TicketStatus.RESOLVED, actor_type=TicketActorType.AI)
+        assert service.ai_state(ticket) == "resolved"
+
+
+class TestRunGuards:
+    def test_only_one_active_run_per_ticket(self, service, db, test_organization):
+        ticket = make_ticket(service, db, test_organization)
+        # Auto-created triage run is still pending — a second enqueue is refused.
+        assert service.enqueue_run(ticket) is None
+
+
+class TestStats:
+    def test_stats_counts(self, service, db, test_organization):
+        make_ticket(service, db, test_organization)
+        ticket = make_ticket(service, db, test_organization)
+        service.transition_status(ticket, TicketStatus.AWAITING_APPROVAL)
+        db.commit()
+        stats = service.stats(test_organization.id)
+        assert stats["open"] == 2
+        assert stats["awaiting_approval"] == 1
+
+
+class TestTemplates:
+    def test_placeholders_render(self):
+        rendered = render_customer_template("Hi [customer] — [ticket] is open.", "Ada", "TKT-7")
+        assert rendered == "Hi Ada — TKT-7 is open."
+
+    def test_missing_customer_name_falls_back(self):
+        rendered = render_customer_template("Hi [customer]!", None, "TKT-7")
+        assert rendered == "Hi there!"