ticket-workbench/backend/internal/service/analysis_service.go

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
}