feat: 初始化项目结构并添加核心功能模块

- 新增文档模板和导航结构
- 实现服务器基础API路由和控制器
- 添加扩展插件配置和前端框架
- 引入多租户和权限管理模块
- 集成日志和数据库配置
- 添加核心业务模型和类型定义

server/src/services/PriorityTicketService.ts

@@ -0,0 +1,118 @@
+import db from '../config/database';
+import { logger } from '../utils/logger';
+import { DecisionExplainabilityEngine } from '../core/ai/DecisionExplainabilityEngine';
+
+export interface TicketSentiment {
+  ticketId: string;
+  sentimentScore: number; // 0 (negative) to 1 (positive)
+  urgency: 'LOW' | 'MEDIUM' | 'HIGH' | 'CRITICAL';
+  keywords: string[];
+}
+
+/**
+ * [BIZ_OPS_135] 智能工单优先级调度建议 (Support Queue)
+ * @description 核心逻辑：分析工单内容的情感极性与关键词，自动识别“紧急差评”或“退款威胁”，并建议优先处理。
+ */
+export class PriorityTicketService {
+  private static readonly PRIORITY_AUDIT_TABLE = 'cf_ticket_priority_audit';
+
+  /**
+   * 初始化数据库表
+   */
+  static async initTable() {
+    const hasTable = await db.schema.hasTable(this.PRIORITY_AUDIT_TABLE);
+    if (!hasTable) {
+      await db.schema.createTable(this.PRIORITY_AUDIT_TABLE, (table) => {
+        table.increments('id').primary();
+        table.string('tenant_id', 64).index();
+        table.string('ticket_id', 64).index();
+        table.string('priority_suggested', 16);
+        table.text('reason');
+        table.string('status', 32).defaultTo('PENDING_REVIEW');
+        table.timestamp('created_at').defaultTo(db.fn.now());
+      });
+    }
+  }
+
+  /**
+   * 优先调度工单 (BIZ_OPS_135)
+   */
+  static async prioritizeTickets(tenantId: string): Promise<any> {
+    logger.info(`[TicketPriority] Analyzing tickets for Tenant: ${tenantId}`);
+
+    try {
+      // 1. 获取该租户下所有未解决的工单 (模拟查询)
+      const tickets = await db('cf_support_tickets')
+        .where({ tenant_id: tenantId, status: 'OPEN' })
+        .limit(50);
+
+      const prioritized = [];
+
+      for (const ticket of tickets) {
+        // 2. 情感与关键词分析 (模拟)
+        const sentiment = await this.analyzeTicketSentiment(ticket.content);
+
+        // 3. 优先级策略：情感极低 (< 0.2) 或 包含 "refund", "scam"
+        let priority: 'LOW' | 'MEDIUM' | 'HIGH' | 'CRITICAL' = 'LOW';
+        if (sentiment.sentimentScore < 0.2 || sentiment.keywords.some(k => ['refund', 'scam', 'bad', 'fraud'].includes(k.toLowerCase()))) {
+          priority = 'CRITICAL';
+        } else if (sentiment.sentimentScore < 0.5) {
+          priority = 'HIGH';
+        }
+
+        if (priority === 'CRITICAL' || priority === 'HIGH') {
+          const reason = `Ticket identified as ${priority} based on negative sentiment (${sentiment.sentimentScore.toFixed(2)}) ` +
+            `and keywords: [${sentiment.keywords.join(', ')}].`;
+          
+          // 4. 生成优先处理建议 (Suggestion-First)
+          const [suggestionId] = await db(this.PRIORITY_AUDIT_TABLE).insert({
+            tenant_id: tenantId,
+            ticket_id: ticket.id,
+            priority_suggested: priority,
+            reason: reason,
+            status: 'PENDING_REVIEW',
+            created_at: new Date()
+          });
+
+          // 5. [UX_XAI_01] 记录决策证据链
+          await DecisionExplainabilityEngine.logDecision({
+            tenantId,
+            module: 'SUPPORT_TICKET',
+            resourceId: String(suggestionId),
+            decisionType: 'PRIORITY_SCHEDULING_SUGGESTION',
+            causalChain: reason,
+            factors: [
+              { name: 'SentimentScore', value: sentiment.sentimentScore, weight: 0.6, impact: 'NEGATIVE' },
+              { name: 'KeywordMatch', value: sentiment.keywords.length, weight: 0.4, impact: 'NEGATIVE' }
+            ],
+            traceId: 'ticket-priority-' + Date.now()
+          });
+
+          prioritized.push({ ticketId: ticket.id, priority, suggestionId });
+        }
+      }
+
+      return { 
+        success: true, 
+        count: prioritized.length, 
+        prioritized,
+        status: 'PENDING_REVIEW' 
+      };
+    } catch (err: any) {
+      logger.error(`[TicketPriority][WARN] Prioritization failed: ${err.message}`);
+      return { success: false, error: err.message };
+    }
+  }
+
+  private static async analyzeTicketSentiment(content: string): Promise<TicketSentiment> {
+    // 实际业务中应调用 AIService 或专门的情感分析接口
+    const score = Math.random(); // 模拟得分
+    const keywords = ['refund', 'wait', 'shipping'].filter(() => Math.random() > 0.5);
+    return {
+      ticketId: 'mock',
+      sentimentScore: score,
+      urgency: 'MEDIUM',
+      keywords
+    };
+  }
+}