feat: support mf ticket management

2025-07-01 16:48:51 +08:00
parent 4c2200b39b
commit fe7e4d9c88
5 changed files with 258 additions and 108 deletions
--- a/features/cdr/cdrevent.go
+++ b/features/cdr/cdrevent.go
@@ -78,11 +78,11 @@ func PostCDREventFrom(w http.ResponseWriter, r *http.Request) {
 	}

 	// MF网元类型特殊处理, 未接电话的回拨工单流转处理
-	if neTypeLower == "mf" && cdrEvent.CDR["agentName"] == "" {
+	if neTypeLower == "mf" && cdrEvent.CDR["recordType"] == "MOC" && cdrEvent.CDR["agentName"] == "" {
 		// 发送到MF网元
 		// 构造网元MF的API地址
-		url := fmt.Sprintf("http://%s:%d/ne/config/data?neType=%s&neId=%s&paramName=agents",
-			neInfo.IP, neInfo.Port, neInfo.NeType, neInfo.NeId)
+		url := fmt.Sprintf("http://%s:%d/api/rest/systemManagement/v1/elementType/%s/objectType/config/agents",
+			neInfo.IP, neInfo.Port, strings.ToLower(neInfo.NeType))
 		// 发送HTTP请求获取座席列表
 		resp, err := http.Get(url)
 		if err != nil {
@@ -107,31 +107,25 @@ func PostCDREventFrom(w http.ResponseWriter, r *http.Request) {

 		// 调用服务获取最新一个被分配工单的座席和下一个要分配的座席
 		mfService := ueCallBackTicket.NewCallbackTicketService()
-		lastAgent, err := mfService.GetLastAssignedAgent()
+		lastAgentName, err := mfService.GetLastAssignedAgent()
 		if err != nil {
 			log.Error("Failed to get last assigned agent", err)
 			// 可以继续执行，不返回错误
 		}

 		// 选择下一个要分配的座席
-		selectedAgent := mfService.SelectNextAgent(agentResp.Data, lastAgent)
-
-		// 获取分配座席的邮箱
-		agentEmail := ""
-		for _, agent := range agentResp.Data {
-			if agent.Name == selectedAgent {
-				agentEmail = agent.Email
-				break
-			}
-		}
+		selectedAgent := mfService.SelectNextAgent(agentResp.Data, lastAgentName)

+		if selectedAgent != nil {
 			// 创建回调工单
 			var updatedAt *int64 = nil
 			ticket := ueCallBackTicket.CallbackTicket{
 				CallerNumber: cdrEvent.CDR["callerParty"].(string),
 				CalleeNumber: cdrEvent.CDR["calledParty"].(string),
 				Status:       ueCallBackTicket.TicketStatusNew.Enum(),
-			AgentName:    selectedAgent,
+				AgentName:    selectedAgent.Name,
+				AgentEmail:   selectedAgent.Email,
+				AgentMobile:  selectedAgent.Mobile,
 				Comment:      "",
 				MsdData:      cdrEvent.CDR["msdData"].(string),
 				RmUid:        cdrEvent.RmUID,
@@ -144,12 +138,14 @@ func PostCDREventFrom(w http.ResponseWriter, r *http.Request) {
 				// return
 			}
 			// 新工单分配后发送邮件通知
-		if agentEmail != "" {
+			if selectedAgent.Email != "" {
 				subject := "新工单分配通知"
 				body := fmt.Sprintf("您被分配了一个新的回拨工单，主叫号码：%s", ticket.CallerNumber)
-			go email.SendEmail(agentEmail, subject, body) // 异步发送
+				go email.SendEmail(selectedAgent.Email, subject, body) // 异步发送
 			}
 		}
+		log.Warn("No available agents found for callback ticket")
+	}

 	// MF网元类型特殊处理, 处理座席回拨的工单流转
 	if neTypeLower == "mf" && cdrEvent.CDR["recordType"] == "MTC" {
@@ -193,12 +189,12 @@ func PostCDREventFrom(w http.ResponseWriter, r *http.Request) {
 		}

 		// 获取通话信息
-		answerTime, _ := cdrEvent.CDR["answerTime"].(string)
+		seizureTime, _ := cdrEvent.CDR["seizureTime"].(string)
 		releaseTime, _ := cdrEvent.CDR["releaseTime"].(string)
 		cause, _ := cdrEvent.CDR["cause"].(string)

 		// 处理回拨结果并更新工单
-		if err := mfService.ProcessCallbackResult(ticket, callDuration, answerTime, releaseTime, cause); err != nil {
+		if err := mfService.ProcessCallbackResult(ticket, callDuration, seizureTime, releaseTime, cause); err != nil {
 			log.Error("Failed to process callback result", err)
 			services.ResponseInternalServerError500ProcessError(w, err)
 			return
--- a/features/ue/mf_callback_ticket/model.go
+++ b/features/ue/mf_callback_ticket/model.go
@@ -59,7 +59,7 @@ func ParseCallTag(s string) TicketStatus {
 		return TicketStatus(i)
 	}
 	// 如果转换失败，则按名称匹配（忽略大小写）
-	switch strings.ToLower(s) {
+	switch strings.ToUpper(s) {
 	case "NULL":
 		return TicketStatusNull
 	case "NEW":
@@ -102,7 +102,9 @@ type CallbackTicket struct {
 	CallerNumber string `json:"callerNumber" gorm:"column:caller_number"`                // 主叫号码
 	CalleeNumber string `json:"calleeNumber" gorm:"column:callee_number"`                // 被叫号码
 	Status       string `json:"status" gorm:"column:status"`                             // 工单状态
-	AgentName    string `json:"agentName" gorm:"column:agent_name"`                      // 坐席名称
+	AgentName    string `json:"agentName" gorm:"column:agent_name"`                      // 座席名称
+	AgentEmail   string `json:"agentEmail" gorm:"column:agent_email"`                    // 座席邮箱
+	AgentMobile  string `json:"agentMobile" gorm:"column:agent_mobile"`                  // 座席手机号码
 	Comment      string `json:"comment" gorm:"column:comment"`                           // 工单备注
 	MsdData      string `json:"msdData" gorm:"column:msd_data"`                          // MSD数据
 	RmUid        string `json:"rmUid" gorm:"column:rm_uid"`                              // RM用户ID
--- a/features/ue/mf_callback_ticket/service.go
+++ b/features/ue/mf_callback_ticket/service.go
@@ -13,10 +13,20 @@ type CallbackTicketService struct {
 	db *gorm.DB
 }

-// 构造函数示例
+// 构造函数改为私有初始化方法
 func NewCallbackTicketService() *CallbackTicketService {
-	db := dborm.DefaultDB()
-	return &CallbackTicketService{db: db}
+	return &CallbackTicketService{db: nil} // 先不初始化数据库连接
+}
+
+// 获取数据库连接的私有方法
+func (s *CallbackTicketService) getDB() *gorm.DB {
+	if s.db == nil {
+		s.db = dborm.DefaultDB()
+		if s.db == nil {
+			panic("Cannot establish database connection")
+		}
+	}
+	return s.db
 }

 // SelectCallbackTicket 根据条件分页查询回调工单
@@ -24,7 +34,7 @@ func (s *CallbackTicketService) SelectCallbackTicket(query CallbackTicketQuery)
 	var tickets []CallbackTicket
 	var total int64

-	db := s.db.Table("mf_callback_ticket")
+	db := s.getDB().Table("mf_callback_ticket")

 	if query.CallerNumber != "" {
 		db = db.Where("caller_number = ?", query.CallerNumber)
@@ -71,13 +81,13 @@ func (s *CallbackTicketService) SelectCallbackTicketByPage(pageNum int, pageSize
 	var total int64

 	// 统计总数
-	if err := s.db.Table("mf_callback_ticket").Count(&total).Error; err != nil {
+	if err := s.getDB().Table("mf_callback_ticket").Count(&total).Error; err != nil {
 		return nil, 0, fmt.Errorf("failed to count callback tickets: %w", err)
 	}

 	// 分页查询
 	offset := (pageNum - 1) * pageSize
-	if err := s.db.Table("mf_callback_ticket").
+	if err := s.getDB().Table("mf_callback_ticket").
 		Limit(pageSize).
 		Offset(offset).
 		Find(&tickets).Error; err != nil {
@@ -90,7 +100,7 @@ func (s *CallbackTicketService) SelectCallbackTicketByPage(pageNum int, pageSize
 func (s *CallbackTicketService) InsertCallbackTicket(ticket CallbackTicket) error {
 	// 判断主叫号码是否已存在未处理完的工单
 	var existingCount int64
-	if err := s.db.Table("mf_callback_ticket").
+	if err := s.getDB().Table("mf_callback_ticket").
 		Where("caller_number = ? AND status IN ('NEW', 'PENDING', 'IN_PROGRESS')", ticket.CallerNumber).
 		Count(&existingCount).Error; err != nil {
 		return fmt.Errorf("failed to check existing tickets: %w", err)
@@ -100,7 +110,7 @@ func (s *CallbackTicketService) InsertCallbackTicket(ticket CallbackTicket) erro
 		return fmt.Errorf("caller %s already has a pending ticket", ticket.CallerNumber)
 	}
 	// 这里可以使用ORM或其他方式将ticket插入到数据库中
-	if err := s.db.Table("mf_callback_ticket").Create(&ticket).Error; err != nil {
+	if err := s.getDB().Table("mf_callback_ticket").Create(&ticket).Error; err != nil {
 		return fmt.Errorf("failed to insert callback ticket: %w", err)
 	}
 	return nil
@@ -115,7 +125,7 @@ func (s *CallbackTicketService) InsertCallbackTicket(ticket CallbackTicket) erro
 // mfCallbackTicketService.SelectCallbackTicketById(12345)
 func (s *CallbackTicketService) SelectCallbackTicketById(ticketId int64) (*CallbackTicket, error) {
 	var ticket CallbackTicket
-	if err := s.db.Table("mf_callback_ticket").
+	if err := s.getDB().Table("mf_callback_ticket").
 		Where("ticket_id = ?", ticketId).
 		First(&ticket).Error; err != nil {
 		if err == gorm.ErrRecordNotFound {
@@ -133,7 +143,7 @@ func (s *CallbackTicketService) SelectCallbackTicketById(ticketId int64) (*Callb
 // @example
 // mfCallbackTicketService.UpdateCallbackTicket(ticket)
 func (s *CallbackTicketService) UpdateCallbackTicket(ticket CallbackTicket) error {
-	if err := s.db.Table("mf_callback_ticket").
+	if err := s.getDB().Table("mf_callback_ticket").
 		Where("ticket_id = ?", ticket.TicketId).
 		Updates(ticket).Error; err != nil {
 		return fmt.Errorf("failed to update callback ticket: %w", err)
@@ -148,7 +158,7 @@ func (s *CallbackTicketService) UpdateCallbackTicket(ticket CallbackTicket) erro
 // @example
 // mfCallbackTicketService.DeleteCallbackTicket(12345)
 func (s *CallbackTicketService) DeleteCallbackTicket(ticketId int64) error {
-	if err := s.db.Table("mf_callback_ticket").
+	if err := s.getDB().Table("mf_callback_ticket").
 		Where("ticket_id = ?", ticketId).
 		Delete(&CallbackTicket{}).Error; err != nil {
 		return fmt.Errorf("failed to delete callback ticket: %w", err)
@@ -162,7 +172,7 @@ func (s *CallbackTicketService) DeleteCallbackTicket(ticketId int64) error {
 // @return error 错误信息
 func (s *CallbackTicketService) GetLastAssignedAgent() (string, error) {
 	var lastTicket CallbackTicket
-	if err := s.db.Table("mf_callback_ticket").
+	if err := s.getDB().Table("mf_callback_ticket").
 		Where("agent_name <> ''").
 		Order("created_at DESC").
 		First(&lastTicket).Error; err != nil {
@@ -181,17 +191,15 @@ func (s *CallbackTicketService) GetLastAssignedAgent() (string, error) {
 // @param agents 座席列表
 // @param lastAgentName 上一个座席名称
 // @return string 下一个座席名称
-func (s *CallbackTicketService) SelectNextAgent(agents []AgentInfo, lastAgentName string) string {
+func (s *CallbackTicketService) SelectNextAgent(agents []AgentInfo, lastAgentName string) *AgentInfo {
 	if len(agents) == 0 {
-		return ""
+		return nil
 	}

-	// 默认选第一个座席
-	selectedAgent := agents[0].Name
-
+	var firstAgent *AgentInfo = &agents[0]
 	// 如果没有上一个座席，直接返回第一个
 	if lastAgentName == "" {
-		return selectedAgent
+		return firstAgent
 	}

 	// 找到上一个座席的下一个
@@ -199,19 +207,19 @@ func (s *CallbackTicketService) SelectNextAgent(agents []AgentInfo, lastAgentNam
 	for i, agent := range agents {
 		if foundLastAgent {
 			// 找到上一个座席的下一个
-			return agent.Name
+			return &agent
 		}
 		if agent.Name == lastAgentName {
 			foundLastAgent = true
 			// 如果是最后一个座席，则循环回第一个
 			if i == len(agents)-1 {
-				return agents[0].Name
+				return firstAgent
 			}
 		}
 	}

 	// 如果没找到上一个座席(可能被删除了)，使用第一个座席
-	return selectedAgent
+	return firstAgent
 }

 // FindCallbackTicketByAgentAndCaller 通过座席号码和主叫号码查找符合条件的工单
@@ -223,7 +231,7 @@ func (s *CallbackTicketService) SelectNextAgent(agents []AgentInfo, lastAgentNam
 func (s *CallbackTicketService) FindCallbackTicketByAgentAndCaller(agentName string, callerNumber string) (*CallbackTicket, error) {
 	var ticket CallbackTicket

-	if err := s.db.Table("mf_callback_ticket").
+	if err := s.getDB().Table("mf_callback_ticket").
 		Where("agent_name = ? AND caller_number = ? AND status IN ('NEW', 'PENDING', 'IN_PROGRESS', 'NO_ANSWER_1', 'NO_ANSWER_2')",
 			agentName, callerNumber).
 		Order("created_at DESC").
@@ -245,7 +253,7 @@ func (s *CallbackTicketService) FindCallbackTicketByAgentAndCaller(agentName str
 // @param releaseTime 释放时间
 // @param cause 释放原因
 // @return error 错误信息
-func (s *CallbackTicketService) ProcessCallbackResult(ticket *CallbackTicket, callDuration float64, answerTime string, releaseTime string, cause string) error {
+func (s *CallbackTicketService) ProcessCallbackResult(ticket *CallbackTicket, callDuration float64, seizureTime string, releaseTime string, cause string) error {
 	if ticket == nil {
 		return fmt.Errorf("ticket cannot be nil")
 	}
@@ -258,7 +266,7 @@ func (s *CallbackTicketService) ProcessCallbackResult(ticket *CallbackTicket, ca
 	}

 	// 构建评论内容
-	comment := fmt.Sprintf("回拨时间: %s, 释放时间: %s, 原因: %s", answerTime, releaseTime, cause)
+	comment := fmt.Sprintf("回拨时间: %s, 释放时间: %s, 原因: %s", seizureTime, releaseTime, cause)

 	// 根据通话时长判断处理结果
 	if callDuration > 0 {
@@ -288,7 +296,7 @@ func (s *CallbackTicketService) ProcessCallbackResult(ticket *CallbackTicket, ca
 	}

 	// 更新工单
-	if err := s.db.Table("mf_callback_ticket").
+	if err := s.getDB().Table("mf_callback_ticket").
 		Where("ticket_id = ?", ticket.TicketId).
 		Updates(updatedTicket).Error; err != nil {
 		return fmt.Errorf("failed to update callback ticket: %w", err)
@@ -310,7 +318,7 @@ func (s *CallbackTicketService) FindTimeoutTickets(status string, timeoutMicros

 	// 查询超时的工单
 	var tickets []CallbackTicket
-	if err := s.db.Table("mf_callback_ticket").
+	if err := s.getDB().Table("mf_callback_ticket").
 		Where("status = ? AND created_at < ? AND (updated_at IS NULL OR updated_at < ?)",
 			status, timeoutBeforeMicros, timeoutBeforeMicros).
 		Find(&tickets).Error; err != nil {
@@ -338,7 +346,7 @@ func (s *CallbackTicketService) UpdateTicketToTimeout(ticket *CallbackTicket, or
 		Comment:   fmt.Sprintf("%s - 工单状态为 %s 处理超时，系统自动更新为超时状态", ticket.Comment, originalStatus),
 		UpdatedAt: &now,
 	}
-	if err := s.db.Table("mf_callback_ticket").
+	if err := s.getDB().Table("mf_callback_ticket").
 		Where("ticket_id = ?", ticket.TicketId).
 		Updates(updatedTicket).Error; err != nil {
 		return fmt.Errorf("更新工单 %d 状态失败: %w", ticket.TicketId, err)
@@ -348,37 +356,62 @@ func (s *CallbackTicketService) UpdateTicketToTimeout(ticket *CallbackTicket, or
 	lastAgent := ticket.AgentName
 	newAgent := s.SelectNextAgent(agents, lastAgent)

-	// 查找新座席邮箱
-	newAgentEmail := ""
-	for _, agent := range agents {
-		if agent.Name == newAgent {
-			newAgentEmail = agent.Email
-			break
-		}
-	}
-
 	// 3. 创建新工单
+	if newAgent != nil {
 		newTicket := CallbackTicket{
 			CallerNumber: ticket.CallerNumber,
 			CalleeNumber: ticket.CalleeNumber,
 			Status:       TicketStatusNew.Enum(),
-		AgentName:    newAgent,
+			AgentName:    newAgent.Name,
+			AgentEmail:   newAgent.Email,
+			AgentMobile:  newAgent.Mobile,
 			Comment:      fmt.Sprintf("由超时工单 %d 自动重建", ticket.TicketId),
 			MsdData:      ticket.MsdData,
 			RmUid:        ticket.RmUid,
 			CreatedAt:    now,
 			UpdatedAt:    nil,
 		}
-	if err := s.db.Table("mf_callback_ticket").Create(&newTicket).Error; err != nil {
+		if err := s.getDB().Table("mf_callback_ticket").Create(&newTicket).Error; err != nil {
 			return fmt.Errorf("创建新工单失败: %w", err)
 		}

 		// 新工单分配后发送邮件通知
-	if newAgentEmail != "" {
+		if newAgent.Email != "" {
 			subject := "新工单自动重建通知"
 			body := fmt.Sprintf("您被分配了一个自动重建的回拨工单，主叫号码：%s", newTicket.CallerNumber)
-		go email.SendEmail(newAgentEmail, subject, body)
+			go email.SendEmail(newAgent.Email, subject, body)
+		}
+	}
+	return nil
+}
+
+// FindNearlyTimeoutTickets 查询即将超时的工单
+func (s *CallbackTicketService) FindNearlyTimeoutTickets(status string, timeoutMicros int64, aheadMicros int64) ([]CallbackTicket, error) {
+	nowMicros := time.Now().UnixMicro()
+	timeoutBeforeMicros := nowMicros - timeoutMicros
+	nearlyTimeoutBeforeMicros := nowMicros - (timeoutMicros - aheadMicros)
+
+	var tickets []CallbackTicket
+	if err := s.getDB().Table("mf_callback_ticket").
+		Where("status = ? AND created_at >= ? AND created_at < ? AND (updated_at IS NULL OR updated_at < ?)",
+			status, timeoutBeforeMicros, nearlyTimeoutBeforeMicros, nearlyTimeoutBeforeMicros).
+		Find(&tickets).Error; err != nil {
+		return nil, fmt.Errorf("查询即将超时工单失败: %w", err)
+	}
+	return tickets, nil
+}
+
+// 新增方法：坐席开始处理工单
+func (s *CallbackTicketService) StartProcessingTicket(ticketId int64) error {
+	now := time.Now().UnixMicro()
+	if err := s.getDB().Table("mf_callback_ticket").
+		Where("ticket_id = ? AND status = ?", ticketId, TicketStatusNew.Enum()).
+		Updates(map[string]interface{}{
+			"status":     TicketStatusInProgress.Enum(),
+			"updated_at": now,
+			"comment":    "坐席开始处理工单",
+		}).Error; err != nil {
+		return fmt.Errorf("failed to update ticket to IN_PROGRESS: %w", err)
 	}
-
 	return nil
 }
--- a/src/modules/crontask/processor/processor.go
+++ b/src/modules/crontask/processor/processor.go
@@ -11,6 +11,7 @@ import (
 	processorMonitorSysResource "be.ems/src/modules/crontask/processor/monitor_sys_resource"
 	processorNeConfigBackup "be.ems/src/modules/crontask/processor/ne_config_backup"
 	processorNeDataUDM "be.ems/src/modules/crontask/processor/ne_data_udm"
+	"be.ems/src/modules/crontask/processor/psap_ticket_monitor"
 	"be.ems/src/modules/crontask/processor/removeFile"
 )

@@ -30,4 +31,5 @@ func InitCronQueue() {
 	cron.CreateQueue("genNeStateAlarm", genNeStateAlarm.NewProcessor)
 	cron.CreateQueue("exportTable", exportTable.NewProcessor)
 	cron.CreateQueue("removeFile", removeFile.NewProcessor)
+	cron.CreateQueue("psap_ticket_monitor", psap_ticket_monitor.NewProcessor)
 }
--- a/src/modules/crontask/processor/psap_ticket_monitor/psap_ticket_monitor.go
+++ b/src/modules/crontask/processor/psap_ticket_monitor/psap_ticket_monitor.go
@@ -4,11 +4,12 @@ import (
 	"encoding/json"
 	"fmt"
 	"net/http"
+	"strings"

 	ueCallBackTicket "be.ems/features/ue/mf_callback_ticket"
+	"be.ems/lib/email"
 	"be.ems/lib/log"
 	"be.ems/src/framework/cron"
-	"be.ems/src/framework/logger"
 	neService "be.ems/src/modules/network_element/service"
 )

@@ -27,7 +28,7 @@ func (s *PsapTicketMonitor) Execute(data any) (any, error) {
 	s.count++ // 执行次数加一
 	options := data.(cron.JobData)
 	sysJob := options.SysJob
-	logger.Infof("执行工单监控任务 %v 任务ID %s", options.Repeat, sysJob.JobID)
+	log.Infof("执行工单监控任务 %v 任务ID %s", options.Repeat, sysJob.JobID)

 	// 返回结果，用于记录执行结果
 	result := map[string]any{
@@ -37,10 +38,10 @@ func (s *PsapTicketMonitor) Execute(data any) (any, error) {
 	// 处理超时的NEW状态工单 (60分钟)
 	newTicketsUpdated, err := s.handleTimeoutTickets(
 		ueCallBackTicket.TicketStatusNew.Enum(),
-		60*1000000, // 60分钟(微秒)
+		1*60*1000000, // 1分钟(微秒)
 	)
 	if err != nil {
-		logger.Errorf("处理NEW状态超时工单失败: %v", err)
+		log.Errorf("处理NEW状态超时工单失败: %v", err)
 	}
 	result["newTicketsUpdated"] = newTicketsUpdated

@@ -50,7 +51,7 @@ func (s *PsapTicketMonitor) Execute(data any) (any, error) {
 		60*60*1000000, // 60分钟(微秒)
 	)
 	if err != nil {
-		logger.Errorf("处理IN_PROGRESS状态超时工单失败: %v", err)
+		log.Errorf("处理IN_PROGRESS状态超时工单失败: %v", err)
 	}
 	result["inProgressTicketsUpdated"] = inProgressTicketsUpdated

@@ -60,7 +61,7 @@ func (s *PsapTicketMonitor) Execute(data any) (any, error) {
 		4*60*60*1000000, // 4小时(微秒)
 	)
 	if err != nil {
-		logger.Errorf("处理NO_ANSWER_1状态超时工单失败: %v", err)
+		log.Errorf("处理NO_ANSWER_1状态超时工单失败: %v", err)
 	}
 	result["noAnswer1TicketsUpdated"] = noAnswer1TicketsUpdated

@@ -70,15 +71,69 @@ func (s *PsapTicketMonitor) Execute(data any) (any, error) {
 		8*60*60*1000000, // 8小时(微秒)
 	)
 	if err != nil {
-		logger.Errorf("处理NO_ANSWER_2状态超时工单失败: %v", err)
+		log.Errorf("处理NO_ANSWER_2状态超时工单失败: %v", err)
 	}
 	result["noAnswer2TicketsUpdated"] = noAnswer2TicketsUpdated

 	// 汇总结果
-	totalUpdated := newTicketsUpdated + inProgressTicketsUpdated + noAnswer1TicketsUpdated + noAnswer2TicketsUpdated
+	totalUpdated := newTicketsUpdated + inProgressTicketsUpdated +
+		noAnswer1TicketsUpdated + noAnswer2TicketsUpdated
 	result["totalUpdated"] = totalUpdated

-	logger.Infof("工单监控任务完成，共处理 %d 个超时工单", totalUpdated)
+	log.Infof("工单监控任务完成，共处理 %d 个超时工单", totalUpdated)
+
+	// 处理超时的NEW状态工单 (60分钟)
+	newTicketsNearlyTimeout, err := s.handleNearlyTimeoutTickets(
+		ueCallBackTicket.TicketStatusNew.Enum(),
+		60*60*1000000, // 60分钟(微秒)
+		10*60*1000000, // 提前10分钟提醒(微秒)
+	)
+	if err != nil {
+		log.Errorf("处理NEW状态超时工单失败: %v", err)
+	}
+	result["newTicketsNearlyTimeout"] = newTicketsNearlyTimeout
+
+	// 处理超时的IN_PROGRESS状态工单 (60分钟)
+	inProgressTicketsNearlyTimeout, err := s.handleNearlyTimeoutTickets(
+		ueCallBackTicket.TicketStatusInProgress.Enum(),
+		60*60*1000000, // 60分钟(微秒)
+		10*60*1000000, // 提前10分钟提醒(微秒)
+	)
+	if err != nil {
+		log.Errorf("处理IN_PROGRESS状态超时工单失败: %v", err)
+	}
+	result["inProgressTicketsNearlyTimeout"] = inProgressTicketsNearlyTimeout
+
+	// 处理超时的NO_ANSWER_1状态工单 (4小时)
+	noAnswer1TicketsNearlyTimeout, err := s.handleNearlyTimeoutTickets(
+		ueCallBackTicket.TicketStatusNoAnswer1.Enum(),
+		4*60*60*1000000, // 4小时(微秒)
+		10*60*1000000,   // 提前10分钟提醒(微秒)
+	)
+	if err != nil {
+		log.Errorf("处理NO_ANSWER_1状态超时工单失败: %v", err)
+	}
+	result["noAnswer1TicketsNearlyTimeout"] = noAnswer1TicketsNearlyTimeout
+
+	// 处理超时的NO_ANSWER_2状态工单 (8小时)
+	noAnswer2TicketsNearlyTimeout, err := s.handleNearlyTimeoutTickets(
+		ueCallBackTicket.TicketStatusNoAnswer2.Enum(),
+		8*60*60*1000000, // 8小时(微秒)
+		10*60*1000000,   // 提前10分钟提醒(微秒)
+	)
+	if err != nil {
+		log.Errorf("处理NO_ANSWER_2状态即将超时工单失败: %v", err)
+	}
+	result["noAnswer2TicketsNearlyTimeout"] = noAnswer2TicketsNearlyTimeout
+
+	// 汇总结果
+	totalTicketsNearlyTimeout := newTicketsNearlyTimeout + inProgressTicketsNearlyTimeout +
+		noAnswer1TicketsNearlyTimeout + noAnswer2TicketsNearlyTimeout
+
+	result["totalTicketsNearlyTimeout"] = totalTicketsNearlyTimeout
+
+	log.Infof("工单监控任务完成，共处理 %d 个即将超时工单", totalUpdated)
+
 	return result, nil
 }

@@ -100,8 +155,8 @@ func (s *PsapTicketMonitor) handleTimeoutTickets(status string, timeoutMicros in
 		// 获取网元信息
 		neInfo := neService.NewNeInfo.SelectNeInfoByRmuid(ticket.RmUid)
 		// 构造网元MF的API地址
-		url := fmt.Sprintf("http://%s:%d/ne/config/data?neType=%s&neId=%s&paramName=agents",
-			neInfo.IP, neInfo.Port, neInfo.NeType, neInfo.NeId)
+		url := fmt.Sprintf("http://%s:%d/api/rest/systemManagement/v1/elementType/%s/objectType/config/agents",
+			neInfo.IP, neInfo.Port, strings.ToLower(neInfo.NeType))
 		// 发送HTTP请求获取座席列表
 		resp, err := http.Get(url)
 		if err != nil {
@@ -132,3 +187,65 @@ func (s *PsapTicketMonitor) handleTimeoutTickets(status string, timeoutMicros in

 	return updatedCount, nil
 }
+
+// handleTimeoutTickets 处理指定状态的超时工单
+func (s *PsapTicketMonitor) handleNearlyTimeoutTickets(status string, timeoutMicros int64, aheadMicros int64) (int, error) {
+	// 查询超时的工单
+	tickets, err := s.callbackTicketService.FindNearlyTimeoutTickets(status, timeoutMicros, aheadMicros)
+	if err != nil {
+		return 0, err
+	}
+
+	if len(tickets) == 0 {
+		return 0, nil // 没有即将超时工单
+	}
+
+	// 更新超时工单状态
+	var updatedCount int
+	for _, ticket := range tickets {
+		if ticket.AgentEmail != "" {
+			subject := "工单即将超时提醒"
+			body := fmt.Sprintf("您负责的回拨工单（主叫号码：%s）即将超时，请及时处理。", ticket.CallerNumber)
+			go email.SendEmail(ticket.AgentEmail, subject, body)
+		}
+	}
+
+	return updatedCount, nil
+}
+
+func (s *PsapTicketMonitor) GetAgentEmail(ticket ueCallBackTicket.CallbackTicket) string {
+	// 获取网元信息
+	neInfo := neService.NewNeInfo.SelectNeInfoByRmuid(ticket.RmUid)
+	// 构造网元MF的API地址
+	url := fmt.Sprintf("http://%s:%d/api/rest/systemManagement/v1/elementType/%s/objectType/config/agents",
+		neInfo.IP, neInfo.Port, strings.ToLower(neInfo.NeType))
+	// 发送HTTP请求获取座席列表
+	resp, err := http.Get(url)
+	if err != nil {
+		log.Error("Failed to get MF agents", err)
+		return ""
+	}
+	defer resp.Body.Close()
+
+	// 解析座席列表响应
+	var agentResp struct {
+		Code int                          `json:"code"`
+		Data []ueCallBackTicket.AgentInfo `json:"data"`
+		Msg  string                       `json:"msg"`
+	}
+
+	if err := json.NewDecoder(resp.Body).Decode(&agentResp); err != nil {
+		log.Error("Failed to decode MF agents response", err)
+		return ""
+	}
+
+	// 查找当前工单分配的座席邮箱
+	agentEmail := ""
+	for _, agent := range agentResp.Data {
+		if agent.Name == ticket.AgentName {
+			agentEmail = agent.Email
+			break
+		}
+	}
+	return agentEmail
+}