新增: AI工单处理工作台 v1.0

- Go Gin 后端 (19个源文件): 认证、工单CRUD、GLM AI分析、状态流转、备注、操作日志
- Arco Design Vue 前端: 登录、工单列表/详情/创建、AI分析触发与确认
- MySQL 5表: ticket_user/ticket_info/ticket_ai_analysis/ticket_operation_log/ticket_note
- 部署: tk.1216.top HTTPS, Nginx反代

backend/internal/service/analysis_service.go

@@ -0,0 +1,161 @@
+package service
+
+import (
+	"bytes"
+	"encoding/json"
+	"fmt"
+	"io"
+	"net/http"
+	"strings"
+	"time"
+
+	"github.com/casehub/ticket-workbench/internal/model"
+	"gorm.io/gorm"
+)
+
+type GLMRequest struct {
+	Model    string    `json:"model"`
+	Messages []Message `json:"messages"`
+}
+
+type Message struct {
+	Role    string `json:"role"`
+	Content string `json:"content"`
+}
+
+type GLMResponse struct {
+	Choices []Choice `json:"choices"`
+}
+
+type Choice struct {
+	Message Message `json:"message"`
+}
+
+type AnalysisResult struct {
+	Category    string `json:"category"`
+	Priority    json.Number `json:"priority"`
+	Summary     string `json:"summary"`
+	SuggestRole string `json:"suggest_role"`
+}
+
+func AnalyzeTicket(db *gorm.DB, ticketid int, apikey, baseURL, glmModel, title, content, contactname, contactphone string) (*model.TicketAiAnalysis, error) {
+	prompt := fmt.Sprintf(`你是一个客服工单分析助手。请分析以下工单内容，返回JSON格式的分析结果：
+{
+  "category": "分类(refund/login/invoice/logistics/account/inquiry/other)",
+  "priority": "优先级(0=P0紧急,1=P1高,2=P2中,3=P3低)",
+  "summary": "一句话摘要",
+  "suggest_role": "建议处理团队(refund_team/tech_support/finance_team/logistics_team/customer_service)"
+}
+
+工单标题: %s
+工单内容: %s
+联系人: %s
+联系电话: %s
+
+请只返回JSON，不要其他内容。`, title, content, contactname, contactphone)
+
+	reqBody := GLMRequest{
+		Model: glmModel,
+		Messages: []Message{
+			{Role: "system", Content: "你是一个专业的客服工单分析助手，擅长对工单进行分类、优先级判断和智能分派。"},
+			{Role: "user", Content: prompt},
+		},
+	}
+
+	jsonData, _ := json.Marshal(reqBody)
+
+	httpReq, err := http.NewRequest("POST", baseURL+"/chat/completions", bytes.NewBuffer(jsonData))
+	if err != nil {
+		return nil, err
+	}
+
+	httpReq.Header.Set("Content-Type", "application/json")
+	httpReq.Header.Set("Authorization", "Bearer "+apikey)
+
+	client := &http.Client{Timeout: 30 * time.Second}
+	resp, err := client.Do(httpReq)
+	if err != nil {
+		return nil, err
+	}
+	defer resp.Body.Close()
+
+	body, _ := io.ReadAll(resp.Body)
+
+	var glmResp GLMResponse
+	if err := json.Unmarshal(body, &glmResp); err != nil {
+		return nil, err
+	}
+
+	if len(glmResp.Choices) == 0 {
+		return nil, fmt.Errorf("AI返回为空")
+	}
+
+	// Clean markdown code block wrapping from AI response
+	aiContent := strings.TrimSpace(glmResp.Choices[0].Message.Content)
+	aiContent = strings.TrimPrefix(aiContent, "```json")
+	aiContent = strings.TrimPrefix(aiContent, "```")
+	aiContent = strings.TrimSuffix(aiContent, "```")
+	aiContent = strings.TrimSpace(aiContent)
+
+	var result AnalysisResult
+	if err := json.Unmarshal([]byte(aiContent), &result); err != nil {
+		return nil, fmt.Errorf("解析AI响应失败: %v, 原始内容: %s", err, aiContent)
+	}
+
+	priority := int16(2) // default P2
+	if n, err := result.Priority.Int64(); err == nil {
+		priority = int16(n)
+	}
+
+	analysis := &model.TicketAiAnalysis{
+		Ticketid:    ticketid,
+		Category:    result.Category,
+		Priority:    priority,
+		Summary:     result.Summary,
+		Suggestrole: result.SuggestRole,
+		Rawresponse: glmResp.Choices[0].Message.Content,
+		Confirmed:   0,
+		Createtime:  time.Now(),
+	}
+
+	if err := db.Create(analysis).Error; err != nil {
+		return nil, err
+	}
+
+	AddOperationLog(db, ticketid, 0, "analyze", "AI分析: "+result.Summary)
+
+	return analysis, nil
+}
+
+func GetAnalysisByTicketID(db *gorm.DB, ticketid int) ([]model.TicketAiAnalysis, error) {
+	var analyses []model.TicketAiAnalysis
+	err := db.Where("ticketid = ?", ticketid).Order("createtime DESC").Find(&analyses).Error
+	return analyses, err
+}
+
+func ConfirmAnalysis(db *gorm.DB, analysisid int, category string, priority int16, summary string, confirmedby int) error {
+	updates := map[string]interface{}{
+		"confirmed":   1,
+		"confirmedby": confirmedby,
+		"confirmedat": time.Now(),
+	}
+	if category != "" {
+		updates["category"] = category
+	}
+	if priority >= 0 {
+		updates["priority"] = priority
+	}
+	if summary != "" {
+		updates["summary"] = summary
+	}
+
+	if err := db.Model(&model.TicketAiAnalysis{}).Where("analysisid = ?", analysisid).Updates(updates).Error; err != nil {
+		return err
+	}
+
+	var analysis model.TicketAiAnalysis
+	db.Where("analysisid = ?", analysisid).First(&analysis)
+	AddOperationLog(db, analysis.Ticketid, confirmedby, "confirm_analysis", "确认AI分析结果")
+
+	return nil
+}