客服模块

2025-12-19 14:37:29 +08:00
parent 409e33abb6
commit 5f2301e16c
42 changed files with 3012 additions and 198 deletions
--- a/urbanLifelineServ/.bin/database/postgres/sql/initDataConfig.sql
+++ b/urbanLifelineServ/.bin/database/postgres/sql/initDataConfig.sql
@@ -85,6 +85,14 @@ INSERT INTO config.tb_sys_config (

 -- 平台特性
 ('CFG-0601', 'cfg_maintenance',      'platform.maintenance',   '维护模式', 'false', 'BOOLEAN', 'switch', '维护模式开关', NULL, NULL, 'platform', 'mod_system', 10, 0, 'true时仅管理员可用', 'system', NULL, NULL, now(), NULL, NULL, false),
-('CFG-0602', 'cfg_feature_acl_policy','feature.acl.policy',    'ACL策略', 'enabled', 'String', 'select', 'ACL策略开关', NULL, '["enabled", "disabled"]'::json, 'platform', 'mod_system', 20, 0, 'enabled/disabled', 'system', NULL, NULL, now(), NULL, NULL, false);
+('CFG-0602', 'cfg_feature_acl_policy','feature.acl.policy',    'ACL策略', 'enabled', 'String', 'select', 'ACL策略开关', NULL, '["enabled", "disabled"]'::json, 'platform', 'mod_system', 20, 0, 'enabled/disabled', 'system', NULL, NULL, now(), NULL, NULL, false),
+
+-- 微信客服配置
+('CFG-0701', 'cfg_wechat_kefu_corpid',    'wechat.kefu.corpId',        '企业ID', '', 'String', 'input', '企业微信的企业ID', NULL, NULL, 'wechat', 'mod_workcase', 10, 1, '企业微信管理后台获取', 'system', NULL, NULL, now(), NULL, NULL, false),
+('CFG-0702', 'cfg_wechat_kefu_secret',    'wechat.kefu.secret',        '客服应用Secret', '', 'String', 'password', '微信客服应用的Secret', NULL, NULL, 'wechat', 'mod_workcase', 20, 1, '微信客服应用的密钥', 'system', NULL, NULL, now(), NULL, NULL, false),
+('CFG-0703', 'cfg_wechat_kefu_token',     'wechat.kefu.token',         '回调Token', '', 'String', 'input', '消息回调的Token', NULL, NULL, 'wechat', 'mod_workcase', 30, 1, '用于验证消息回调的Token', 'system', NULL, NULL, now(), NULL, NULL, false),
+('CFG-0704', 'cfg_wechat_kefu_aeskey',    'wechat.kefu.encodingAesKey','回调加密密钥', '', 'String', 'password', '消息回调的EncodingAESKey', NULL, NULL, 'wechat', 'mod_workcase', 40, 1, '用于解密消息回调的AES密钥', 'system', NULL, NULL, now(), NULL, NULL, false),
+('CFG-0705', 'cfg_wechat_kefu_openkfid',  'wechat.kefu.openKfid',      '客服账号ID', '', 'String', 'input', '微信客服账号的open_kfid', NULL, NULL, 'wechat', 'mod_workcase', 50, 1, '用于发送消息的客服账号ID', 'system', NULL, NULL, now(), NULL, NULL, false),
+('CFG-0706', 'cfg_wechat_kefu_welcome',   'wechat.kefu.welcomeTemplate','欢迎语模板', '您好，您的工单已创建。\n工单编号：{workcaseId}\n问题类型：{type}\n设备：{device}\n我们将尽快为您处理。', 'String', 'textarea', '客服欢迎语消息模板', NULL, NULL, 'wechat', 'mod_workcase', 60, 1, '支持变量：{workcaseId},{type},{device},{username}', 'system', NULL, NULL, now(), NULL, NULL, false);


--- a/urbanLifelineServ/apis/api-workcase/src/main/java/org/xyzh/api/workcase/service/WorkcaseChatService.java
+++ b/urbanLifelineServ/apis/api-workcase/src/main/java/org/xyzh/api/workcase/service/WorkcaseChatService.java
@@ -42,13 +42,6 @@ public interface WorkcaseChatService {
     */
    ResultDomain<TbChat> getChatList(TbChat filter);

-    /**
-     * 获取聊天分页
-     * @param pageRequest
-     * @return 聊天分页
-     */
-    ResultDomain<TbChat> getChatPage(PageRequest<TbChat> pageRequest);
-
    // ========================= 聊天信息管理 ======================
    
    /**
--- a/urbanLifelineServ/apis/api-workcase/src/main/java/org/xyzh/api/workcase/service/WorkcaseService.java
+++ b/urbanLifelineServ/apis/api-workcase/src/main/java/org/xyzh/api/workcase/service/WorkcaseService.java
@@ -6,7 +6,7 @@ import org.xyzh.api.workcase.dto.TbWorkcaseProcessDTO;
 import org.xyzh.common.core.domain.ResultDomain;
 import org.xyzh.common.core.page.PageRequest;

-import com.alibaba.fastjson2.JSON;
+import com.alibaba.fastjson2.JSONObject;

 /**
 * 工单服务接口
@@ -77,7 +77,7 @@ public interface WorkcaseService {
     * @author    yslg
     * @since 2025-12-19
     */
-    ResultDomain<Void> receiveWorkcaseFromCrm(JSON json);
+    ResultDomain<Void> receiveWorkcaseFromCrm(JSONObject json);
    
    // ====================== 工单处理过程 ======================
    /**
--- a/urbanLifelineServ/common/common-wechat/pom.xml
+++ b/urbanLifelineServ/common/common-wechat/pom.xml
@@ -0,0 +1,56 @@
+<?xml version="1.0" encoding="UTF-8"?>
+<project xmlns="http://maven.apache.org/POM/4.0.0"
+         xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
+         xsi:schemaLocation="http://maven.apache.org/POM/4.0.0 http://maven.apache.org/xsd/maven-4.0.0.xsd">
+    <modelVersion>4.0.0</modelVersion>
+    <parent>
+          <groupId>org.xyzh</groupId>
+          <artifactId>common</artifactId>
+          <version>1.0.0</version>
+    </parent>
+
+    <groupId>org.xyzh.common</groupId>
+    <artifactId>common-wechat</artifactId>
+    <version>${urban-lifeline.version}</version>
+    <packaging>jar</packaging>
+
+    <properties>
+        <maven.compiler.source>21</maven.compiler.source>
+        <maven.compiler.target>21</maven.compiler.target>
+    </properties>
+    <dependencies>
+        <!-- 用于获取微信客服的系统配置 -->
+        <dependency>
+            <groupId>org.xyzh.apis</groupId>
+            <artifactId>api-system</artifactId>
+        </dependency>
+
+        <dependency>
+            <groupId>org.xyzh.common</groupId>
+            <artifactId>common-core</artifactId>
+        </dependency>
+
+        <dependency>
+            <groupId>org.apache.dubbo</groupId>
+            <artifactId>dubbo-spring-boot-starter</artifactId>
+        </dependency>
+
+        <dependency>
+            <groupId>org.springframework.boot</groupId>
+            <artifactId>spring-boot-starter-web</artifactId>
+        </dependency>
+
+        <dependency>
+            <groupId>com.alibaba.fastjson2</groupId>
+            <artifactId>fastjson2</artifactId>
+        </dependency>
+
+        <dependency>
+            <groupId>org.projectlombok</groupId>
+            <artifactId>lombok</artifactId>
+            <scope>provided</scope>
+        </dependency>
+    </dependencies>
+    
+
+</project>
--- a/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/config/WeChatKefuConfig.java
+++ b/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/config/WeChatKefuConfig.java
@@ -0,0 +1,31 @@
+package org.xyzh.common.wechat.config;
+
+import lombok.Data;
+
+/**
+ * @description    微信客服配置
+ * @filename    WeChatConfig.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+@Data
+public class WeChatKefuConfig {
+    
+    private String corpId;
+    
+    private String secret;
+    
+    private String token;
+    
+    private String encodingAesKey;
+    
+    private String openKfid;
+    
+    private String welcomeTemplate;
+    
+    private String accessToken;
+    
+    private Long accessTokenExpireTime;
+    
+}
--- a/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/config/WeChatKefuInit.java
+++ b/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/config/WeChatKefuInit.java
@@ -0,0 +1,69 @@
+package org.xyzh.common.wechat.config;
+
+import org.apache.dubbo.config.annotation.DubboReference;
+import org.slf4j.Logger;
+import org.slf4j.LoggerFactory;
+import org.springframework.stereotype.Component;
+import org.xyzh.api.system.service.SysConfigService;
+import org.xyzh.common.core.domain.ResultDomain;
+
+import jakarta.annotation.PostConstruct;
+
+/**
+ * @description    微信初始化配置，从系统配置中加载微信客服参数
+ * @filename    WeChatInit.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+@Component
+public class WeChatKefuInit {
+
+    private static final Logger logger = LoggerFactory.getLogger(WeChatKefuInit.class);
+
+    @DubboReference(version = "1.0.0", group = "system", check = false)
+    private SysConfigService sysConfigService;
+
+    private static WeChatKefuConfig weChatConfig;
+
+    @PostConstruct
+    public void init() {
+        logger.info("初始化微信客服配置...");
+        weChatConfig = new WeChatKefuConfig();
+        loadConfig();
+    }
+
+    public void loadConfig() {
+        try {
+            weChatConfig.setCorpId(getConfigValue("wechat.kefu.corpId"));
+            weChatConfig.setSecret(getConfigValue("wechat.kefu.secret"));
+            weChatConfig.setToken(getConfigValue("wechat.kefu.token"));
+            weChatConfig.setEncodingAesKey(getConfigValue("wechat.kefu.encodingAesKey"));
+            weChatConfig.setOpenKfid(getConfigValue("wechat.kefu.openKfid"));
+            weChatConfig.setWelcomeTemplate(getConfigValue("wechat.kefu.welcomeTemplate"));
+            logger.info("微信客服配置加载完成: corpId={}, openKfid={}", weChatConfig.getCorpId(), weChatConfig.getOpenKfid());
+        } catch (Exception e) {
+            logger.error("加载微信客服配置失败", e);
+        }
+    }
+
+    private String getConfigValue(String key) {
+        if (sysConfigService == null) {
+            logger.warn("SysConfigService 未注入，跳过配置加载: {}", key);
+            return null;
+        }
+        ResultDomain<String> result = sysConfigService.getConfigValueByKey(key);
+        if (result != null && result.getSuccess()) {
+            return result.getData();
+        }
+        return null;
+    }
+
+    public static WeChatKefuConfig getConfig() {
+        return weChatConfig;
+    }
+
+    public void refreshConfig() {
+        loadConfig();
+    }
+}
--- a/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/handler/DefaultKefuCallbackHandler.java
+++ b/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/handler/DefaultKefuCallbackHandler.java
@@ -0,0 +1,96 @@
+package org.xyzh.common.wechat.handler;
+
+import org.slf4j.Logger;
+import org.slf4j.LoggerFactory;
+import org.xyzh.common.wechat.pojo.kefu.KefuCallback;
+
+/**
+ * @description    客服回调默认处理器
+ * @filename    DefaultKefuCallbackHandler.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+public class DefaultKefuCallbackHandler implements KefuCallbackHandler {
+
+    private static final Logger logger = LoggerFactory.getLogger(DefaultKefuCallbackHandler.class);
+
+    @Override
+    public void onEnterSession(KefuCallback callback) {
+        logger.info("用户进入会话: externalUserid={}, openKfid={}, welcomeCode={}", 
+            callback.getExternalUserid(), callback.getOpenKfid(), callback.getWelcomeCode());
+    }
+
+    @Override
+    public void onMsgSendFail(KefuCallback callback) {
+        logger.warn("消息发送失败: failMsgid={}, failType={}", 
+            callback.getFailMsgid(), callback.getFailType());
+    }
+
+    @Override
+    public void onUserRecallMsg(KefuCallback callback) {
+        logger.info("用户撤回消息: msgid={}", callback.getMsgid());
+    }
+
+    @Override
+    public void onServicerStatusChange(KefuCallback callback) {
+        logger.info("接待人员状态变更: openKfid={}", callback.getOpenKfid());
+    }
+
+    @Override
+    public void onSessionStatusChange(KefuCallback callback) {
+        logger.info("会话状态变更: openKfid={}, externalUserid={}", 
+            callback.getOpenKfid(), callback.getExternalUserid());
+    }
+
+    @Override
+    public void onTextMessage(KefuCallback callback) {
+        logger.info("收到文本消息: externalUserid={}, content={}", 
+            callback.getExternalUserid(), callback.getContent());
+    }
+
+    @Override
+    public void onImageMessage(KefuCallback callback) {
+        logger.info("收到图片消息: externalUserid={}, mediaId={}", 
+            callback.getExternalUserid(), callback.getMediaId());
+    }
+
+    @Override
+    public void onVoiceMessage(KefuCallback callback) {
+        logger.info("收到语音消息: externalUserid={}, mediaId={}", 
+            callback.getExternalUserid(), callback.getMediaId());
+    }
+
+    @Override
+    public void onVideoMessage(KefuCallback callback) {
+        logger.info("收到视频消息: externalUserid={}, mediaId={}", 
+            callback.getExternalUserid(), callback.getMediaId());
+    }
+
+    @Override
+    public void onFileMessage(KefuCallback callback) {
+        logger.info("收到文件消息: externalUserid={}, mediaId={}", 
+            callback.getExternalUserid(), callback.getMediaId());
+    }
+
+    @Override
+    public void onLocationMessage(KefuCallback callback) {
+        logger.info("收到位置消息: externalUserid={}", callback.getExternalUserid());
+    }
+
+    @Override
+    public void onLinkMessage(KefuCallback callback) {
+        logger.info("收到链接消息: externalUserid={}", callback.getExternalUserid());
+    }
+
+    @Override
+    public void onBusinessCardMessage(KefuCallback callback) {
+        logger.info("收到名片消息: externalUserid={}", callback.getExternalUserid());
+    }
+
+    @Override
+    public void onMiniprogramMessage(KefuCallback callback) {
+        logger.info("收到小程序消息: externalUserid={}", callback.getExternalUserid());
+    }
+    
+}
--- a/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/handler/KefuCallbackHandler.java
+++ b/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/handler/KefuCallbackHandler.java
@@ -0,0 +1,42 @@
+package org.xyzh.common.wechat.handler;
+
+import org.xyzh.common.wechat.pojo.kefu.KefuCallback;
+
+/**
+ * @description    客服回调处理接口
+ * @filename    KefuCallbackHandler.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+public interface KefuCallbackHandler {
+    
+    void onEnterSession(KefuCallback callback);
+    
+    void onMsgSendFail(KefuCallback callback);
+    
+    void onUserRecallMsg(KefuCallback callback);
+    
+    void onServicerStatusChange(KefuCallback callback);
+    
+    void onSessionStatusChange(KefuCallback callback);
+    
+    void onTextMessage(KefuCallback callback);
+    
+    void onImageMessage(KefuCallback callback);
+    
+    void onVoiceMessage(KefuCallback callback);
+    
+    void onVideoMessage(KefuCallback callback);
+    
+    void onFileMessage(KefuCallback callback);
+    
+    void onLocationMessage(KefuCallback callback);
+    
+    void onLinkMessage(KefuCallback callback);
+    
+    void onBusinessCardMessage(KefuCallback callback);
+    
+    void onMiniprogramMessage(KefuCallback callback);
+    
+}
--- a/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/kefu/account/KefuAccountHandler.java
+++ b/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/kefu/account/KefuAccountHandler.java
@@ -0,0 +1,28 @@
+package org.xyzh.common.wechat.kefu.account;
+
+/**
+ * @description    客服账号管理 Handler 接口
+ *                 业务模块可实现此接口处理账号变更事件
+ * @filename    KefuAccountHandler.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+public interface KefuAccountHandler {
+
+    /**
+     * 客服账号添加成功
+     */
+    default void onAccountAdded(String openKfid, String name) {}
+
+    /**
+     * 客服账号删除成功
+     */
+    default void onAccountDeleted(String openKfid) {}
+
+    /**
+     * 客服账号修改成功
+     */
+    default void onAccountUpdated(String openKfid, String name) {}
+
+}
--- a/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/kefu/account/KefuAccountService.java
+++ b/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/kefu/account/KefuAccountService.java
@@ -0,0 +1,183 @@
+package org.xyzh.common.wechat.kefu.account;
+
+import java.util.List;
+
+import org.slf4j.Logger;
+import org.slf4j.LoggerFactory;
+import org.springframework.http.HttpEntity;
+import org.springframework.http.HttpHeaders;
+import org.springframework.http.MediaType;
+import org.springframework.stereotype.Service;
+import org.springframework.web.client.RestTemplate;
+import org.xyzh.common.wechat.kefu.core.KefuAccessTokenManager;
+import org.xyzh.common.wechat.pojo.kefu.KefuAccount;
+import org.xyzh.common.wechat.pojo.kefu.WeChatResponse;
+
+import com.alibaba.fastjson2.JSON;
+import com.alibaba.fastjson2.JSONObject;
+
+/**
+ * @description    客服账号管理服务
+ *                 - 添加客服账号
+ *                 - 删除客服账号
+ *                 - 修改客服账号
+ *                 - 获取客服账号列表
+ *                 - 获取客服账号链接
+ * @filename    KefuAccountService.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+@Service
+public class KefuAccountService {
+
+    private static final Logger logger = LoggerFactory.getLogger(KefuAccountService.class);
+    private static final String BASE_URL = "https://qyapi.weixin.qq.com/cgi-bin";
+    
+    private final RestTemplate restTemplate = new RestTemplate();
+    private final KefuAccessTokenManager tokenManager;
+    private KefuAccountHandler handler;
+
+    public KefuAccountService(KefuAccessTokenManager tokenManager) {
+        this.tokenManager = tokenManager;
+    }
+
+    public void setHandler(KefuAccountHandler handler) {
+        this.handler = handler;
+    }
+
+    /**
+     * 添加客服账号
+     */
+    public String addAccount(String name, String mediaId) {
+        String accessToken = tokenManager.getAccessToken();
+        String url = BASE_URL + "/kf/account/add?access_token=" + accessToken;
+
+        JSONObject body = new JSONObject();
+        body.put("name", name);
+        if (mediaId != null) {
+            body.put("media_id", mediaId);
+        }
+
+        String response = postJson(url, body.toJSONString());
+        JSONObject result = JSON.parseObject(response);
+        
+        if (result.getIntValue("errcode") == 0) {
+            String openKfid = result.getString("open_kfid");
+            logger.info("添加客服账号成功: name={}, openKfid={}", name, openKfid);
+            if (handler != null) {
+                handler.onAccountAdded(openKfid, name);
+            }
+            return openKfid;
+        }
+        
+        logger.error("添加客服账号失败: {}", response);
+        return null;
+    }
+
+    /**
+     * 删除客服账号
+     */
+    public boolean deleteAccount(String openKfid) {
+        String accessToken = tokenManager.getAccessToken();
+        String url = BASE_URL + "/kf/account/del?access_token=" + accessToken;
+
+        JSONObject body = new JSONObject();
+        body.put("open_kfid", openKfid);
+
+        String response = postJson(url, body.toJSONString());
+        JSONObject result = JSON.parseObject(response);
+        
+        boolean success = result.getIntValue("errcode") == 0;
+        if (success) {
+            logger.info("删除客服账号成功: openKfid={}", openKfid);
+            if (handler != null) {
+                handler.onAccountDeleted(openKfid);
+            }
+        } else {
+            logger.error("删除客服账号失败: {}", response);
+        }
+        return success;
+    }
+
+    /**
+     * 修改客服账号
+     */
+    public boolean updateAccount(String openKfid, String name, String mediaId) {
+        String accessToken = tokenManager.getAccessToken();
+        String url = BASE_URL + "/kf/account/update?access_token=" + accessToken;
+
+        JSONObject body = new JSONObject();
+        body.put("open_kfid", openKfid);
+        if (name != null) {
+            body.put("name", name);
+        }
+        if (mediaId != null) {
+            body.put("media_id", mediaId);
+        }
+
+        String response = postJson(url, body.toJSONString());
+        JSONObject result = JSON.parseObject(response);
+        
+        boolean success = result.getIntValue("errcode") == 0;
+        if (success) {
+            logger.info("修改客服账号成功: openKfid={}", openKfid);
+            if (handler != null) {
+                handler.onAccountUpdated(openKfid, name);
+            }
+        } else {
+            logger.error("修改客服账号失败: {}", response);
+        }
+        return success;
+    }
+
+    /**
+     * 获取客服账号列表
+     */
+    public List<KefuAccount> getAccountList() {
+        String accessToken = tokenManager.getAccessToken();
+        String url = BASE_URL + "/kf/account/list?access_token=" + accessToken;
+
+        String response = restTemplate.getForObject(url, String.class);
+        JSONObject result = JSON.parseObject(response);
+        
+        if (result.getIntValue("errcode") == 0) {
+            return result.getList("account_list", KefuAccount.class);
+        }
+        
+        logger.error("获取客服账号列表失败: {}", response);
+        return null;
+    }
+
+    /**
+     * 获取客服账号链接
+     */
+    public String getAccountLink(String openKfid, String scene) {
+        String accessToken = tokenManager.getAccessToken();
+        String url = BASE_URL + "/kf/add_contact_way?access_token=" + accessToken;
+
+        JSONObject body = new JSONObject();
+        body.put("open_kfid", openKfid);
+        if (scene != null) {
+            body.put("scene", scene);
+        }
+
+        String response = postJson(url, body.toJSONString());
+        JSONObject result = JSON.parseObject(response);
+        
+        if (result.getIntValue("errcode") == 0) {
+            return result.getString("url");
+        }
+        
+        logger.error("获取客服账号链接失败: {}", response);
+        return null;
+    }
+
+    private String postJson(String url, String json) {
+        HttpHeaders headers = new HttpHeaders();
+        headers.setContentType(MediaType.APPLICATION_JSON);
+        HttpEntity<String> entity = new HttpEntity<>(json, headers);
+        return restTemplate.postForObject(url, entity, String.class);
+    }
+
+}
--- a/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/kefu/core/KefuAccessTokenManager.java
+++ b/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/kefu/core/KefuAccessTokenManager.java
@@ -0,0 +1,109 @@
+package org.xyzh.common.wechat.kefu.core;
+
+import org.apache.dubbo.config.annotation.DubboReference;
+import org.slf4j.Logger;
+import org.slf4j.LoggerFactory;
+import org.springframework.stereotype.Component;
+import org.springframework.web.client.RestTemplate;
+import org.xyzh.api.system.service.SysConfigService;
+import org.xyzh.common.core.domain.ResultDomain;
+
+import com.alibaba.fastjson2.JSON;
+import com.alibaba.fastjson2.JSONObject;
+
+import jakarta.annotation.PostConstruct;
+
+/**
+ * @description    微信客服 AccessToken 管理器
+ *                 负责获取和刷新 access_token
+ * @filename    KefuAccessTokenManager.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+@Component
+public class KefuAccessTokenManager {
+
+    private static final Logger logger = LoggerFactory.getLogger(KefuAccessTokenManager.class);
+    private static final String BASE_URL = "https://qyapi.weixin.qq.com/cgi-bin";
+
+    private final RestTemplate restTemplate = new RestTemplate();
+
+    @DubboReference(version = "1.0.0", group = "system", check = false)
+    private SysConfigService sysConfigService;
+
+    private String corpId;
+    private String secret;
+    private String accessToken;
+    private Long accessTokenExpireTime;
+
+    @PostConstruct
+    public void init() {
+        loadConfig();
+    }
+
+    public void loadConfig() {
+        corpId = getConfigValue("wechat.kefu.corpId");
+        secret = getConfigValue("wechat.kefu.secret");
+        logger.info("微信客服配置加载完成: corpId={}", corpId);
+    }
+
+    private String getConfigValue(String key) {
+        if (sysConfigService == null) {
+            logger.warn("SysConfigService 未注入，跳过配置加载: {}", key);
+            return null;
+        }
+        ResultDomain<String> result = sysConfigService.getConfigValueByKey(key);
+        if (result != null && result.getSuccess()) {
+            return result.getData();
+        }
+        return null;
+    }
+
+    /**
+     * 获取 access_token，如果过期自动刷新
+     */
+    public String getAccessToken() {
+        if (accessToken != null && accessTokenExpireTime != null 
+            && System.currentTimeMillis() < accessTokenExpireTime) {
+            return accessToken;
+        }
+        return refreshAccessToken();
+    }
+
+    /**
+     * 刷新 access_token
+     */
+    public String refreshAccessToken() {
+        if (corpId == null || secret == null) {
+            logger.error("微信配置不完整，无法获取access_token");
+            return null;
+        }
+
+        String url = BASE_URL + "/gettoken?corpid=" + corpId + "&corpsecret=" + secret;
+
+        try {
+            String response = restTemplate.getForObject(url, String.class);
+            JSONObject result = JSON.parseObject(response);
+
+            if (result.getIntValue("errcode") == 0) {
+                accessToken = result.getString("access_token");
+                int expiresIn = result.getIntValue("expires_in");
+                accessTokenExpireTime = System.currentTimeMillis() + (expiresIn - 200) * 1000L;
+                logger.info("获取access_token成功，有效期: {}秒", expiresIn);
+                return accessToken;
+            } else {
+                logger.error("获取access_token失败: {}", response);
+                return null;
+            }
+        } catch (Exception e) {
+            logger.error("获取access_token异常", e);
+            return null;
+        }
+    }
+
+    public String getCorpId() {
+        return corpId;
+    }
+
+}
--- a/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/kefu/info/KefuInfoHandler.java
+++ b/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/kefu/info/KefuInfoHandler.java
@@ -0,0 +1,20 @@
+package org.xyzh.common.wechat.kefu.info;
+
+import org.xyzh.common.wechat.pojo.kefu.KefuCustomer;
+
+/**
+ * @description    基础信息获取 Handler 接口
+ *                 业务模块可实现此接口处理客户信息获取事件
+ * @filename    KefuInfoHandler.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+public interface KefuInfoHandler {
+
+    /**
+     * 客户信息获取成功
+     */
+    default void onCustomerInfoFetched(KefuCustomer customer) {}
+
+}
--- a/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/kefu/info/KefuInfoService.java
+++ b/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/kefu/info/KefuInfoService.java
@@ -0,0 +1,100 @@
+package org.xyzh.common.wechat.kefu.info;
+
+import java.util.List;
+
+import org.slf4j.Logger;
+import org.slf4j.LoggerFactory;
+import org.springframework.http.HttpEntity;
+import org.springframework.http.HttpHeaders;
+import org.springframework.http.MediaType;
+import org.springframework.stereotype.Service;
+import org.springframework.web.client.RestTemplate;
+import org.xyzh.common.wechat.kefu.core.KefuAccessTokenManager;
+import org.xyzh.common.wechat.pojo.kefu.KefuCustomer;
+
+import com.alibaba.fastjson2.JSON;
+import com.alibaba.fastjson2.JSONObject;
+
+/**
+ * @description    其他基础信息获取服务
+ *                 - 获取客户基础信息
+ *                 - 获取企业状态信息
+ * @filename    KefuInfoService.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+@Service
+public class KefuInfoService {
+
+    private static final Logger logger = LoggerFactory.getLogger(KefuInfoService.class);
+    private static final String BASE_URL = "https://qyapi.weixin.qq.com/cgi-bin";
+
+    private final RestTemplate restTemplate = new RestTemplate();
+    private final KefuAccessTokenManager tokenManager;
+    private KefuInfoHandler handler;
+
+    public KefuInfoService(KefuAccessTokenManager tokenManager) {
+        this.tokenManager = tokenManager;
+    }
+
+    public void setHandler(KefuInfoHandler handler) {
+        this.handler = handler;
+    }
+
+    /**
+     * 获取客户基础信息
+     */
+    public List<KefuCustomer> getCustomerInfo(List<String> externalUseridList) {
+        String accessToken = tokenManager.getAccessToken();
+        String url = BASE_URL + "/kf/customer/batchget?access_token=" + accessToken;
+
+        JSONObject body = new JSONObject();
+        body.put("external_userid_list", externalUseridList);
+
+        String response = postJson(url, body.toJSONString());
+        JSONObject result = JSON.parseObject(response);
+
+        if (result.getIntValue("errcode") == 0) {
+            List<KefuCustomer> customers = result.getList("customer_list", KefuCustomer.class);
+            if (handler != null && customers != null) {
+                for (KefuCustomer customer : customers) {
+                    handler.onCustomerInfoFetched(customer);
+                }
+            }
+            return customers;
+        }
+
+        logger.error("获取客户信息失败: {}", response);
+        return null;
+    }
+
+    /**
+     * 获取企业状态信息
+     */
+    public JSONObject getCorpStatistic() {
+        String accessToken = tokenManager.getAccessToken();
+        String url = BASE_URL + "/kf/get_corp_statistic?access_token=" + accessToken;
+
+        JSONObject body = new JSONObject();
+        // 可添加时间范围等参数
+
+        String response = postJson(url, body.toJSONString());
+        JSONObject result = JSON.parseObject(response);
+
+        if (result.getIntValue("errcode") == 0) {
+            return result.getJSONObject("statistic");
+        }
+
+        logger.error("获取企业状态信息失败: {}", response);
+        return null;
+    }
+
+    private String postJson(String url, String json) {
+        HttpHeaders headers = new HttpHeaders();
+        headers.setContentType(MediaType.APPLICATION_JSON);
+        HttpEntity<String> entity = new HttpEntity<>(json, headers);
+        return restTemplate.postForObject(url, entity, String.class);
+    }
+
+}
--- a/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/kefu/message/KefuMessageHandler.java
+++ b/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/kefu/message/KefuMessageHandler.java
@@ -0,0 +1,51 @@
+package org.xyzh.common.wechat.kefu.message;
+
+import org.xyzh.common.wechat.pojo.kefu.KefuSyncMsgResponse.KefuSyncMsg;
+
+/**
+ * @description    客服消息处理 Handler 接口
+ *                 业务模块实现此接口处理客服消息和事件
+ * @filename    KefuMessageHandler.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+public interface KefuMessageHandler {
+
+    /**
+     * 用户进入会话事件
+     * @param openKfid 客服账号ID
+     * @param externalUserid 用户ID
+     * @param scene 场景值
+     * @param sceneParam 场景参数（可传递工单ID等）
+     * @param welcomeCode 欢迎语code
+     */
+    void onEnterSession(String openKfid, String externalUserid, String scene, String sceneParam, String welcomeCode);
+
+    /**
+     * 收到文本消息
+     */
+    void onTextMessage(String openKfid, String externalUserid, String msgid, String content, Long sendTime);
+
+    /**
+     * 收到图片消息
+     */
+    void onImageMessage(String openKfid, String externalUserid, String msgid, String mediaId, Long sendTime);
+
+    /**
+     * 会话状态变更
+     */
+    void onSessionStatusChange(String openKfid, String externalUserid, String changeType, 
+            String oldServicerUserid, String newServicerUserid);
+
+    /**
+     * 消息发送失败
+     */
+    void onMsgSendFail(String openKfid, String externalUserid, String failMsgid, String failType);
+
+    /**
+     * 其他消息（语音、视频、文件等）
+     */
+    default void onOtherMessage(KefuSyncMsg msg) {}
+
+}
--- a/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/kefu/message/KefuMessageService.java
+++ b/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/kefu/message/KefuMessageService.java
@@ -0,0 +1,223 @@
+package org.xyzh.common.wechat.kefu.message;
+
+import java.util.List;
+
+import org.slf4j.Logger;
+import org.slf4j.LoggerFactory;
+import org.springframework.http.HttpEntity;
+import org.springframework.http.HttpHeaders;
+import org.springframework.http.MediaType;
+import org.springframework.stereotype.Service;
+import org.springframework.web.client.RestTemplate;
+import org.xyzh.common.wechat.kefu.core.KefuAccessTokenManager;
+import org.xyzh.common.wechat.pojo.kefu.KefuSyncMsgResponse;
+import org.xyzh.common.wechat.pojo.kefu.KefuSyncMsgResponse.KefuSyncMsg;
+
+import com.alibaba.fastjson2.JSON;
+import com.alibaba.fastjson2.JSONObject;
+
+/**
+ * @description    客服消息收发服务
+ *                 - 接收消息和事件（同步消息）
+ *                 - 发送消息
+ *                 - 发送客服欢迎语
+ *                 - 撤回消息
+ * @filename    KefuMessageService.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+@Service
+public class KefuMessageService {
+
+    private static final Logger logger = LoggerFactory.getLogger(KefuMessageService.class);
+    private static final String BASE_URL = "https://qyapi.weixin.qq.com/cgi-bin";
+
+    private final RestTemplate restTemplate = new RestTemplate();
+    private final KefuAccessTokenManager tokenManager;
+    private KefuMessageHandler handler;
+
+    public KefuMessageService(KefuAccessTokenManager tokenManager) {
+        this.tokenManager = tokenManager;
+    }
+
+    public void setHandler(KefuMessageHandler handler) {
+        this.handler = handler;
+    }
+
+    // ========================= 接收消息和事件 =========================
+
+    /**
+     * 同步消息（拉取新消息）
+     */
+    public KefuSyncMsgResponse syncMessages(String cursor, String token, Integer limit) {
+        String accessToken = tokenManager.getAccessToken();
+        String url = BASE_URL + "/kf/sync_msg?access_token=" + accessToken;
+
+        JSONObject body = new JSONObject();
+        if (cursor != null && !cursor.isEmpty()) {
+            body.put("cursor", cursor);
+        }
+        if (token != null && !token.isEmpty()) {
+            body.put("token", token);
+        }
+        if (limit != null) {
+            body.put("limit", limit);
+        }
+
+        String response = postJson(url, body.toJSONString());
+        return JSON.parseObject(response, KefuSyncMsgResponse.class);
+    }
+
+    /**
+     * 处理同步消息（模板方法）
+     */
+    public void processMessages(KefuSyncMsgResponse response) {
+        if (response == null || !response.isSuccess()) {
+            logger.error("消息同步响应异常: {}", response != null ? response.getErrmsg() : "null");
+            return;
+        }
+
+        List<KefuSyncMsg> msgList = response.getMsgList();
+        if (msgList == null || msgList.isEmpty()) {
+            return;
+        }
+
+        logger.info("开始处理 {} 条消息", msgList.size());
+
+        for (KefuSyncMsg msg : msgList) {
+            try {
+                processMessage(msg);
+            } catch (Exception e) {
+                logger.error("处理消息异常: msgid={}", msg.getMsgid(), e);
+            }
+        }
+    }
+
+    protected void processMessage(KefuSyncMsg msg) {
+        if (handler == null) {
+            logger.warn("未设置消息处理器");
+            return;
+        }
+
+        String msgtype = msg.getMsgtype();
+
+        if ("event".equals(msgtype)) {
+            processEvent(msg);
+        } else if ("text".equals(msgtype)) {
+            String content = msg.getText() != null ? msg.getText().getContent() : "";
+            handler.onTextMessage(msg.getOpenKfid(), msg.getExternalUserid(), msg.getMsgid(), content, msg.getSendTime());
+        } else if ("image".equals(msgtype)) {
+            String mediaId = msg.getImage() != null ? msg.getImage().getMediaId() : "";
+            handler.onImageMessage(msg.getOpenKfid(), msg.getExternalUserid(), msg.getMsgid(), mediaId, msg.getSendTime());
+        } else {
+            handler.onOtherMessage(msg);
+        }
+    }
+
+    protected void processEvent(KefuSyncMsg msg) {
+        if (msg.getEvent() == null || handler == null) {
+            return;
+        }
+
+        String eventType = msg.getEvent().getEventType();
+        String openKfid = msg.getEvent().getOpenKfid();
+        String externalUserid = msg.getEvent().getExternalUserid();
+
+        switch (eventType) {
+            case "enter_session":
+                handler.onEnterSession(openKfid, externalUserid, msg.getEvent().getScene(),
+                    msg.getEvent().getSceneParam(), msg.getEvent().getWelcomeCode());
+                break;
+            case "msg_send_fail":
+                handler.onMsgSendFail(openKfid, externalUserid, msg.getEvent().getFailMsgid(), msg.getEvent().getFailType());
+                break;
+            case "session_status_change":
+                handler.onSessionStatusChange(openKfid, externalUserid, msg.getEvent().getChangeType(),
+                    msg.getEvent().getOldServicerUserid(), msg.getEvent().getNewServicerUserid());
+                break;
+            default:
+                logger.debug("未处理的事件类型: {}", eventType);
+                break;
+        }
+    }
+
+    // ========================= 发送消息 =========================
+
+    /**
+     * 发送文本消息
+     */
+    public String sendTextMessage(String touser, String openKfid, String content) {
+        String accessToken = tokenManager.getAccessToken();
+        String url = BASE_URL + "/kf/send_msg?access_token=" + accessToken;
+
+        JSONObject body = new JSONObject();
+        body.put("touser", touser);
+        body.put("open_kfid", openKfid);
+        body.put("msgtype", "text");
+
+        JSONObject text = new JSONObject();
+        text.put("content", content);
+        body.put("text", text);
+
+        String response = postJson(url, body.toJSONString());
+        JSONObject result = JSON.parseObject(response);
+
+        if (result.getIntValue("errcode") == 0) {
+            return result.getString("msgid");
+        }
+
+        logger.error("发送消息失败: {}", response);
+        return null;
+    }
+
+    /**
+     * 发送客服欢迎语
+     */
+    public String sendWelcomeMessage(String code, String content) {
+        String accessToken = tokenManager.getAccessToken();
+        String url = BASE_URL + "/kf/send_msg_on_event?access_token=" + accessToken;
+
+        JSONObject body = new JSONObject();
+        body.put("code", code);
+        body.put("msgtype", "text");
+
+        JSONObject text = new JSONObject();
+        text.put("content", content);
+        body.put("text", text);
+
+        String response = postJson(url, body.toJSONString());
+        JSONObject result = JSON.parseObject(response);
+
+        if (result.getIntValue("errcode") == 0) {
+            return result.getString("msgid");
+        }
+
+        logger.error("发送欢迎语失败: {}", response);
+        return null;
+    }
+
+    /**
+     * 撤回消息
+     */
+    public boolean recallMessage(String msgid) {
+        String accessToken = tokenManager.getAccessToken();
+        String url = BASE_URL + "/kf/recall_msg?access_token=" + accessToken;
+
+        JSONObject body = new JSONObject();
+        body.put("msgid", msgid);
+
+        String response = postJson(url, body.toJSONString());
+        JSONObject result = JSON.parseObject(response);
+
+        return result.getIntValue("errcode") == 0;
+    }
+
+    private String postJson(String url, String json) {
+        HttpHeaders headers = new HttpHeaders();
+        headers.setContentType(MediaType.APPLICATION_JSON);
+        HttpEntity<String> entity = new HttpEntity<>(json, headers);
+        return restTemplate.postForObject(url, entity, String.class);
+    }
+
+}
--- a/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/AccessTokenResponse.java
+++ b/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/AccessTokenResponse.java
@@ -0,0 +1,21 @@
+package org.xyzh.common.wechat.pojo.kefu;
+
+import lombok.Data;
+import lombok.EqualsAndHashCode;
+
+/**
+ * @description    access_token响应
+ * @filename    AccessTokenResponse.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+@Data
+@EqualsAndHashCode(callSuper = true)
+public class AccessTokenResponse extends WeChatResponse {
+    
+    private String accessToken;
+    
+    private Integer expiresIn;
+    
+}
--- a/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/KefuAccount.java
+++ b/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/KefuAccount.java
@@ -0,0 +1,26 @@
+package org.xyzh.common.wechat.pojo.kefu;
+
+import lombok.Data;
+import java.util.List;
+
+/**
+ * @description    客服账号
+ * @filename    KefuAccount.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+@Data
+public class KefuAccount {
+    
+    private String openKfid;
+    
+    private String name;
+    
+    private String avatar;
+    
+    private String managePrivilege;
+    
+    private List<String> receptionistIdList;
+    
+}
--- a/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/KefuAccountAddResponse.java
+++ b/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/KefuAccountAddResponse.java
@@ -0,0 +1,19 @@
+package org.xyzh.common.wechat.pojo.kefu;
+
+import lombok.Data;
+import lombok.EqualsAndHashCode;
+
+/**
+ * @description    添加客服账号响应
+ * @filename    KefuAccountAddResponse.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+@Data
+@EqualsAndHashCode(callSuper = true)
+public class KefuAccountAddResponse extends WeChatResponse {
+    
+    private String openKfid;
+    
+}
--- a/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/KefuAccountListResponse.java
+++ b/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/KefuAccountListResponse.java
@@ -0,0 +1,20 @@
+package org.xyzh.common.wechat.pojo.kefu;
+
+import lombok.Data;
+import lombok.EqualsAndHashCode;
+import java.util.List;
+
+/**
+ * @description    客服账号列表响应
+ * @filename    KefuAccountListResponse.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+@Data
+@EqualsAndHashCode(callSuper = true)
+public class KefuAccountListResponse extends WeChatResponse {
+    
+    private List<KefuAccount> accountList;
+    
+}
--- a/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/KefuCallback.java
+++ b/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/KefuCallback.java
@@ -0,0 +1,47 @@
+package org.xyzh.common.wechat.pojo.kefu;
+
+import lombok.Data;
+
+/**
+ * @description    客服回调消息
+ * @filename    KefuCallback.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+@Data
+public class KefuCallback {
+    
+    private String toUserName;
+    
+    private String createTime;
+    
+    private String msgType;
+    
+    private String event;
+    
+    private String token;
+    
+    private String openKfid;
+    
+    private String externalUserid;
+    
+    private String scene;
+    
+    private String sceneParam;
+    
+    private String welcomeCode;
+    
+    private String failMsgid;
+    
+    private String failType;
+    
+    private String msgid;
+    
+    private String content;
+    
+    private String picUrl;
+    
+    private String mediaId;
+    
+}
--- a/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/KefuCustomer.java
+++ b/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/KefuCustomer.java
@@ -0,0 +1,25 @@
+package org.xyzh.common.wechat.pojo.kefu;
+
+import lombok.Data;
+
+/**
+ * @description    客服客户信息
+ * @filename    KefuCustomer.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+@Data
+public class KefuCustomer {
+    
+    private String externalUserid;
+    
+    private String nickname;
+    
+    private String avatar;
+    
+    private Integer gender;
+    
+    private String unionid;
+    
+}
--- a/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/KefuCustomerResponse.java
+++ b/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/KefuCustomerResponse.java
@@ -0,0 +1,22 @@
+package org.xyzh.common.wechat.pojo.kefu;
+
+import lombok.Data;
+import lombok.EqualsAndHashCode;
+import java.util.List;
+
+/**
+ * @description    获取客户信息响应
+ * @filename    KefuCustomerResponse.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+@Data
+@EqualsAndHashCode(callSuper = true)
+public class KefuCustomerResponse extends WeChatResponse {
+    
+    private List<KefuCustomer> customerList;
+    
+    private String invalidExternalUserid;
+    
+}
--- a/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/KefuEvent.java
+++ b/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/KefuEvent.java
@@ -0,0 +1,29 @@
+package org.xyzh.common.wechat.pojo.kefu;
+
+import lombok.Data;
+
+/**
+ * @description    客服事件
+ * @filename    KefuEvent.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+@Data
+public class KefuEvent {
+    
+    private String token;
+    
+    private String openKfid;
+    
+    private String externalUserid;
+    
+    private String scene;
+    
+    private String sceneParam;
+    
+    private String welcomeCode;
+    
+    private Long wechatChannels;
+    
+}
--- a/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/KefuLinkResponse.java
+++ b/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/KefuLinkResponse.java
@@ -0,0 +1,19 @@
+package org.xyzh.common.wechat.pojo.kefu;
+
+import lombok.Data;
+import lombok.EqualsAndHashCode;
+
+/**
+ * @description    获取客服链接响应
+ * @filename    KefuLinkResponse.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+@Data
+@EqualsAndHashCode(callSuper = true)
+public class KefuLinkResponse extends WeChatResponse {
+    
+    private String url;
+    
+}
--- a/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/KefuMessage.java
+++ b/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/KefuMessage.java
@@ -0,0 +1,57 @@
+package org.xyzh.common.wechat.pojo.kefu;
+
+import lombok.Data;
+
+/**
+ * @description    客服消息
+ * @filename    KefuMessage.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+@Data
+public class KefuMessage {
+    
+    private String touser;
+    
+    private String openKfid;
+    
+    private String msgid;
+    
+    private String msgtype;
+    
+    private TextContent text;
+    
+    private ImageContent image;
+    
+    private LinkContent link;
+    
+    private MiniprogramContent miniprogram;
+    
+    @Data
+    public static class TextContent {
+        private String content;
+    }
+    
+    @Data
+    public static class ImageContent {
+        private String mediaId;
+    }
+    
+    @Data
+    public static class LinkContent {
+        private String title;
+        private String desc;
+        private String url;
+        private String thumbMediaId;
+    }
+    
+    @Data
+    public static class MiniprogramContent {
+        private String appid;
+        private String pagepath;
+        private String title;
+        private String thumbMediaId;
+    }
+    
+}
--- a/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/KefuSendMsgResponse.java
+++ b/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/KefuSendMsgResponse.java
@@ -0,0 +1,19 @@
+package org.xyzh.common.wechat.pojo.kefu;
+
+import lombok.Data;
+import lombok.EqualsAndHashCode;
+
+/**
+ * @description    发送消息响应
+ * @filename    KefuSendMsgResponse.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+@Data
+@EqualsAndHashCode(callSuper = true)
+public class KefuSendMsgResponse extends WeChatResponse {
+    
+    private String msgid;
+    
+}
--- a/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/KefuSyncMsgResponse.java
+++ b/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/KefuSyncMsgResponse.java
@@ -0,0 +1,139 @@
+package org.xyzh.common.wechat.pojo.kefu;
+
+import java.util.List;
+
+import lombok.Data;
+import lombok.EqualsAndHashCode;
+
+/**
+ * @description    同步消息响应
+ * @filename    KefuSyncMsgResponse.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+@Data
+@EqualsAndHashCode(callSuper = true)
+public class KefuSyncMsgResponse extends WeChatResponse {
+    
+    private String nextCursor;
+    
+    private Integer hasMore;
+    
+    private List<KefuSyncMsg> msgList;
+    
+    @Data
+    public static class KefuSyncMsg {
+        
+        private String msgid;
+        
+        private String openKfid;
+        
+        private String externalUserid;
+        
+        private Long sendTime;
+        
+        private Integer origin;
+        
+        private String servicerUserid;
+        
+        private String msgtype;
+        
+        private TextContent text;
+        
+        private ImageContent image;
+        
+        private VoiceContent voice;
+        
+        private VideoContent video;
+        
+        private FileContent file;
+        
+        private LocationContent location;
+        
+        private LinkContent link;
+        
+        private BusinessCardContent businessCard;
+        
+        private MiniprogramContent miniprogram;
+        
+        private EventContent event;
+        
+    }
+    
+    @Data
+    public static class TextContent {
+        private String content;
+        private String menuId;
+    }
+    
+    @Data
+    public static class ImageContent {
+        private String mediaId;
+    }
+    
+    @Data
+    public static class VoiceContent {
+        private String mediaId;
+    }
+    
+    @Data
+    public static class VideoContent {
+        private String mediaId;
+    }
+    
+    @Data
+    public static class FileContent {
+        private String mediaId;
+    }
+    
+    @Data
+    public static class LocationContent {
+        private String latitude;
+        private String longitude;
+        private String name;
+        private String address;
+    }
+    
+    @Data
+    public static class LinkContent {
+        private String title;
+        private String desc;
+        private String url;
+        private String picUrl;
+    }
+    
+    @Data
+    public static class BusinessCardContent {
+        private String userid;
+    }
+    
+    @Data
+    public static class MiniprogramContent {
+        private String title;
+        private String appid;
+        private String pagepath;
+        private String thumbMediaId;
+    }
+    
+    @Data
+    public static class EventContent {
+        private String eventType;
+        private String openKfid;
+        private String externalUserid;
+        private String scene;
+        private String sceneParam;
+        private String welcomeCode;
+        private String wechatChannels;
+        private String failMsgid;
+        private String failType;
+        private String servicerUserid;
+        private Integer status;
+        private String changeType;
+        private String oldServicerUserid;
+        private String newServicerUserid;
+        private String msgCode;
+        private String recallMsgid;
+    }
+    
+}
--- a/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/MediaUploadResponse.java
+++ b/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/MediaUploadResponse.java
@@ -0,0 +1,23 @@
+package org.xyzh.common.wechat.pojo.kefu;
+
+import lombok.Data;
+import lombok.EqualsAndHashCode;
+
+/**
+ * @description    素材上传响应
+ * @filename    MediaUploadResponse.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+@Data
+@EqualsAndHashCode(callSuper = true)
+public class MediaUploadResponse extends WeChatResponse {
+    
+    private String type;
+    
+    private String mediaId;
+    
+    private Long createdAt;
+    
+}
--- a/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/WeChatResponse.java
+++ b/urbanLifelineServ/common/common-wechat/src/main/java/org/xyzh/common/wechat/pojo/kefu/WeChatResponse.java
@@ -0,0 +1,23 @@
+package org.xyzh.common.wechat.pojo.kefu;
+
+import lombok.Data;
+
+/**
+ * @description    微信API通用响应
+ * @filename    WeChatResponse.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+@Data
+public class WeChatResponse {
+    
+    private Integer errcode;
+    
+    private String errmsg;
+    
+    public boolean isSuccess() {
+        return errcode == null || errcode == 0;
+    }
+    
+}
--- a/urbanLifelineServ/common/pom.xml
+++ b/urbanLifelineServ/common/pom.xml
@@ -22,6 +22,7 @@
        <module>common-jdbc</module>
        <module>common-all</module>
        <module>common-exception</module>
+        <module>common-wechat</module>
    </modules>

    <properties>
@@ -71,6 +72,11 @@
                <artifactId>common-jdbc</artifactId>
                <version>${urban-lifeline.version}</version>
            </dependency>
+            <dependency>
+                <groupId>org.xyzh.common</groupId>
+                <artifactId>common-wechat</artifactId>
+                <version>${urban-lifeline.version}</version>
+            </dependency>
        </dependencies>
    </dependencyManagement>
 </project>
--- a/urbanLifelineServ/pom.xml
+++ b/urbanLifelineServ/pom.xml
@@ -300,6 +300,11 @@
                <artifactId>common-jdbc</artifactId>
                <version>${urban-lifeline.version}</version>
            </dependency>
+            <dependency>
+                <groupId>org.xyzh.common</groupId>
+                <artifactId>common-wechat</artifactId>
+                <version>${urban-lifeline.version}</version>
+            </dependency>
            <!-- 服务模块 -->
            <dependency>
                <groupId>org.xyzh</groupId>
--- a/urbanLifelineServ/workcase/pom.xml
+++ b/urbanLifelineServ/workcase/pom.xml
@@ -42,6 +42,10 @@
            <groupId>org.xyzh.common</groupId>
            <artifactId>common-exception</artifactId>
        </dependency>
+        <dependency>
+            <groupId>org.xyzh.common</groupId>
+            <artifactId>common-wechat</artifactId>
+        </dependency>
        <dependency>
            <groupId>org.springframework.boot</groupId>
            <artifactId>spring-boot-starter-web</artifactId>
--- a/urbanLifelineServ/workcase/src/main/java/org/xyzh/workcase/config/WeChatKefuConfig.java
+++ b/urbanLifelineServ/workcase/src/main/java/org/xyzh/workcase/config/WeChatKefuConfig.java
@@ -0,0 +1,32 @@
+package org.xyzh.workcase.config;
+
+import org.springframework.beans.factory.annotation.Autowired;
+import org.springframework.context.annotation.Configuration;
+import org.xyzh.common.wechat.kefu.message.KefuMessageService;
+import org.xyzh.workcase.handler.WorkcaseKefuHandler;
+
+import jakarta.annotation.PostConstruct;
+
+/**
+ * @description    工单模块的微信客服配置
+ *                 注册 WorkcaseKefuHandler 到消息服务
+ * @filename    WeChatKefuConfig.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+@Configuration
+public class WeChatKefuConfig {
+
+    @Autowired
+    private KefuMessageService kefuMessageService;
+
+    @Autowired
+    private WorkcaseKefuHandler workcaseKefuHandler;
+
+    @PostConstruct
+    public void init() {
+        kefuMessageService.setHandler(workcaseKefuHandler);
+    }
+
+}
--- a/urbanLifelineServ/workcase/src/main/java/org/xyzh/workcase/controller/WorkcaseChatContorller.java
+++ b/urbanLifelineServ/workcase/src/main/java/org/xyzh/workcase/controller/WorkcaseChatContorller.java
@@ -0,0 +1,229 @@
+package org.xyzh.workcase.controller;
+
+import org.apache.dubbo.config.annotation.DubboReference;
+import org.springframework.beans.factory.annotation.Autowired;
+import org.springframework.web.bind.annotation.GetMapping;
+import org.springframework.web.bind.annotation.PathVariable;
+import org.springframework.web.bind.annotation.PostMapping;
+import org.springframework.web.bind.annotation.PutMapping;
+import org.springframework.web.bind.annotation.RequestBody;
+import org.springframework.web.bind.annotation.RequestMapping;
+import org.springframework.web.bind.annotation.RequestParam;
+import org.springframework.web.bind.annotation.RestController;
+import org.springframework.web.servlet.mvc.method.annotation.SseEmitter;
+import org.xyzh.api.ai.dto.ChatPrepareData;
+import org.xyzh.api.ai.dto.TbChat;
+import org.xyzh.api.ai.dto.TbChatMessage;
+import org.xyzh.api.workcase.dto.TbWordCloudDTO;
+import org.xyzh.api.workcase.dto.TbWorkcaseDTO;
+import org.xyzh.api.workcase.service.WorkcaseChatService;
+import org.xyzh.common.core.domain.ResultDomain;
+import org.xyzh.common.core.page.PageRequest;
+import org.xyzh.common.utils.validation.ValidationResult;
+import org.xyzh.common.utils.validation.ValidationUtils;
+import org.xyzh.common.wechat.kefu.message.KefuMessageService;
+
+import io.swagger.v3.oas.annotations.Operation;
+
+import java.util.Arrays;
+import io.swagger.v3.oas.annotations.tags.Tag;
+
+/**
+ * @description    工单对话控制器
+ *                 - AI对话管理
+ *                 - 微信客服消息接收
+ *                 - 词云管理
+ * @filename    WorkcaseChatController.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+@Tag(name = "工单对话")
+@RestController
+@RequestMapping("/workcase/chat")
+public class WorkcaseChatContorller {
+
+    @DubboReference(version = "1.0.0", group = "workcase", check = false)
+    private WorkcaseChatService workcaseChatService;
+
+    @Autowired
+    private KefuMessageService kefuMessageService;
+
+    // ========================= AI对话管理 =========================
+
+    @Operation(summary = "创建对话")
+    @PostMapping
+    public ResultDomain<TbChat> createChat(@RequestBody TbChat chat) {
+        ValidationResult vr = ValidationUtils.validate(chat, Arrays.asList(
+            ValidationUtils.requiredString("userId", "用户ID")
+        ));
+        if (!vr.isValid()) {
+            return ResultDomain.failure(vr.getAllErrors());
+        }
+        return workcaseChatService.createChat(chat);
+    }
+
+    @Operation(summary = "更新对话")
+    @PutMapping
+    public ResultDomain<TbChat> updateChat(@RequestBody TbChat chat) {
+        ValidationResult vr = ValidationUtils.validate(chat, Arrays.asList(
+            ValidationUtils.requiredString("chatId", "对话ID")
+        ));
+        if (!vr.isValid()) {
+            return ResultDomain.failure(vr.getAllErrors());
+        }
+        return workcaseChatService.updateChat(chat);
+    }
+
+    @Operation(summary = "查询对话列表")
+    @PostMapping("/list")
+    public ResultDomain<TbChat> getChatList(@RequestBody TbChat filter) {
+        return workcaseChatService.getChatList(filter);
+    }
+
+    @Operation(summary = "获取对话消息列表")
+    @PostMapping("/message/list")
+    public ResultDomain<TbChatMessage> getChatMessageList(@RequestBody TbChat filter) {
+        ValidationResult vr = ValidationUtils.validate(filter, Arrays.asList(
+            ValidationUtils.requiredString("chatId", "对话ID")
+        ));
+        if (!vr.isValid()) {
+            return ResultDomain.failure(vr.getAllErrors());
+        }
+        return workcaseChatService.getChatMessageList(filter);
+    }
+
+    @Operation(summary = "准备对话会话")
+    @PostMapping("/prepare")
+    public ResultDomain<String> prepareChatMessageSession(@RequestBody ChatPrepareData prepareData) {
+        ValidationResult vr = ValidationUtils.validate(prepareData, Arrays.asList(
+            ValidationUtils.requiredString("chatId", "对话ID"),
+            ValidationUtils.requiredString("query", "用户问题")
+        ));
+        if (!vr.isValid()) {
+            return ResultDomain.failure(vr.getAllErrors());
+        }
+        return workcaseChatService.prepareChatMessageSession(prepareData);
+    }
+
+    @Operation(summary = "流式对话（SSE）")
+    @GetMapping(value = "/stream/{sessionId}", produces = "text/event-stream")
+    public SseEmitter streamChatMessage(@PathVariable String sessionId) {
+        return workcaseChatService.streamChatMessageWithSse(sessionId);
+    }
+
+    @Operation(summary = "停止对话")
+    @PostMapping("/stop/{taskId}")
+    public ResultDomain<Boolean> stopChat(@RequestBody TbChat filter, @PathVariable String taskId) {
+        return workcaseChatService.stopChatMessageByTaskId(filter, taskId);
+    }
+
+    @Operation(summary = "评论对话消息")
+    @PostMapping("/comment")
+    public ResultDomain<Boolean> commentChatMessage(@RequestBody TbChat filter, 
+            @RequestParam String messageId, @RequestParam String comment) {
+        return workcaseChatService.commentChatMessage(filter, messageId, comment);
+    }
+
+    // ========================= 对话分析 =========================
+
+    @Operation(summary = "分析对话（AI预填工单信息）")
+    @GetMapping("/analyze/{chatId}")
+    public ResultDomain<TbWorkcaseDTO> analyzeChat(@PathVariable String chatId) {
+        return workcaseChatService.analyzeChat(chatId);
+    }
+
+    @Operation(summary = "总结对话")
+    @PostMapping("/summary/{chatId}")
+    public ResultDomain<TbWorkcaseDTO> summaryChat(@PathVariable String chatId) {
+        return workcaseChatService.summaryChat(chatId);
+    }
+
+    // ========================= 微信客服消息回调 =========================
+
+    @Operation(summary = "微信客服消息回调验证（GET）")
+    @GetMapping("/kefu/callback")
+    public String kefuCallbackVerify(
+            @RequestParam("msg_signature") String msgSignature,
+            @RequestParam("timestamp") String timestamp,
+            @RequestParam("nonce") String nonce,
+            @RequestParam("echostr") String echostr) {
+        // TODO: 验证签名并返回 echostr
+        // 实际应使用微信提供的加解密工具验证
+        return echostr;
+    }
+
+    @Operation(summary = "微信客服消息回调（POST）")
+    @PostMapping("/kefu/callback")
+    public String kefuCallback(
+            @RequestParam("msg_signature") String msgSignature,
+            @RequestParam("timestamp") String timestamp,
+            @RequestParam("nonce") String nonce,
+            @RequestBody String xmlBody) {
+        // TODO: 解密消息，调用同步接口拉取消息
+        // 收到回调后，应调用 kefuMessageService.syncMessages() 拉取新消息
+        // 然后通过 processMessages() 处理消息
+        return "success";
+    }
+
+    @Operation(summary = "手动同步客服消息")
+    @PostMapping("/kefu/sync")
+    public ResultDomain<String> syncKefuMessages(
+            @RequestParam(required = false) String cursor,
+            @RequestParam(required = false) String token,
+            @RequestParam(required = false, defaultValue = "100") Integer limit) {
+        var response = kefuMessageService.syncMessages(cursor, token, limit);
+        if (response != null && response.isSuccess()) {
+            kefuMessageService.processMessages(response);
+            return ResultDomain.success("同步成功", response.getNextCursor());
+        }
+        return ResultDomain.failure("同步失败");
+    }
+
+    // ========================= 词云管理 =========================
+
+    @Operation(summary = "添加词云")
+    @PostMapping("/wordcloud")
+    public ResultDomain<TbWordCloudDTO> addWordCloud(@RequestBody TbWordCloudDTO wordCloud) {
+        ValidationResult vr = ValidationUtils.validate(wordCloud, Arrays.asList(
+            ValidationUtils.requiredString("word", "词语"),
+            ValidationUtils.requiredString("category", "分类")
+        ));
+        if (!vr.isValid()) {
+            return ResultDomain.failure(vr.getAllErrors());
+        }
+        return workcaseChatService.addWordCloud(wordCloud);
+    }
+
+    @Operation(summary = "更新词云")
+    @PutMapping("/wordcloud")
+    public ResultDomain<TbWordCloudDTO> updateWordCloud(@RequestBody TbWordCloudDTO wordCloud) {
+        ValidationResult vr = ValidationUtils.validate(wordCloud, Arrays.asList(
+            ValidationUtils.requiredString("wordCloudId", "词云ID")
+        ));
+        if (!vr.isValid()) {
+            return ResultDomain.failure(vr.getAllErrors());
+        }
+        return workcaseChatService.updateWordCloud(wordCloud);
+    }
+
+    @Operation(summary = "查询词云列表")
+    @PostMapping("/wordcloud/list")
+    public ResultDomain<TbWordCloudDTO> getWordCloudList(@RequestBody TbWordCloudDTO filter) {
+        return workcaseChatService.getWordCloudList(filter);
+    }
+
+    @Operation(summary = "分页查询词云")
+    @PostMapping("/wordcloud/page")
+    public ResultDomain<TbWordCloudDTO> getWordCloudPage(@RequestBody PageRequest<TbWordCloudDTO> pageRequest) {
+        ValidationResult vr = ValidationUtils.validate(pageRequest, Arrays.asList(
+            ValidationUtils.requiredNumber("pageParam.page", "页码", 1, null),
+            ValidationUtils.requiredNumber("pageParam.pageSize", "每页数量", 1, 100)
+        ));
+        if (!vr.isValid()) {
+            return ResultDomain.failure(vr.getAllErrors());
+        }
+        return workcaseChatService.getWordCloudPage(pageRequest);
+    }
+
+}
--- a/urbanLifelineServ/workcase/src/main/java/org/xyzh/workcase/controller/WorkcaseController.java
+++ b/urbanLifelineServ/workcase/src/main/java/org/xyzh/workcase/controller/WorkcaseController.java
@@ -0,0 +1,233 @@
+package org.xyzh.workcase.controller;
+
+import org.apache.dubbo.config.annotation.DubboReference;
+import org.springframework.web.bind.annotation.DeleteMapping;
+import org.springframework.web.bind.annotation.GetMapping;
+import org.springframework.web.bind.annotation.PathVariable;
+import org.springframework.web.bind.annotation.PostMapping;
+import org.springframework.web.bind.annotation.PutMapping;
+import org.springframework.web.bind.annotation.RequestBody;
+import org.springframework.web.bind.annotation.RequestMapping;
+import org.springframework.web.bind.annotation.RestController;
+import org.xyzh.api.workcase.dto.TbWorkcaseDTO;
+import org.xyzh.api.workcase.dto.TbWorkcaseDeviceDTO;
+import org.xyzh.api.workcase.dto.TbWorkcaseProcessDTO;
+import org.xyzh.api.workcase.service.WorkcaseService;
+import org.xyzh.common.core.domain.ResultDomain;
+import org.xyzh.common.core.page.PageRequest;
+import org.xyzh.common.utils.validation.ValidationResult;
+import org.xyzh.common.utils.validation.ValidationUtils;
+
+import com.alibaba.fastjson2.JSONObject;
+import io.swagger.v3.oas.annotations.Operation;
+
+import java.util.Arrays;
+import io.swagger.v3.oas.annotations.tags.Tag;
+
+/**
+ * @description    工单管理控制器
+ * @filename    WorkcaseController.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+@Tag(name = "工单管理")
+@RestController
+@RequestMapping("/workcase")
+public class WorkcaseController {
+
+    @DubboReference(version = "1.0.0", group = "workcase", check = false)
+    private WorkcaseService workcaseService;
+
+    // ========================= 工单管理 =========================
+
+    @Operation(summary = "创建工单")
+    @PostMapping
+    public ResultDomain<TbWorkcaseDTO> createWorkcase(@RequestBody TbWorkcaseDTO workcase) {
+        ValidationResult vr = ValidationUtils.validate(workcase, Arrays.asList(
+            ValidationUtils.requiredString("userId", "用户ID"),
+            ValidationUtils.requiredString("type", "问题类型")
+        ));
+        if (!vr.isValid()) {
+            return ResultDomain.failure(vr.getAllErrors());
+        }
+        return workcaseService.createWorkcase(workcase);
+    }
+
+    @Operation(summary = "更新工单")
+    @PutMapping
+    public ResultDomain<TbWorkcaseDTO> updateWorkcase(@RequestBody TbWorkcaseDTO workcase) {
+        ValidationResult vr = ValidationUtils.validate(workcase, Arrays.asList(
+            ValidationUtils.requiredString("workcaseId", "工单ID")
+        ));
+        if (!vr.isValid()) {
+            return ResultDomain.failure(vr.getAllErrors());
+        }
+        return workcaseService.updateWorkcase(workcase);
+    }
+
+    @Operation(summary = "删除工单")
+    @DeleteMapping("/{workcaseId}")
+    public ResultDomain<TbWorkcaseDTO> deleteWorkcase(@PathVariable String workcaseId) {
+        TbWorkcaseDTO workcase = new TbWorkcaseDTO();
+        workcase.setWorkcaseId(workcaseId);
+        return workcaseService.deleteWorkcase(workcase);
+    }
+
+    @Operation(summary = "获取工单详情")
+    @GetMapping("/{workcaseId}")
+    public ResultDomain<TbWorkcaseDTO> getWorkcaseById(@PathVariable String workcaseId) {
+        return workcaseService.getWorkcaseById(workcaseId);
+    }
+
+    @Operation(summary = "查询工单列表")
+    @PostMapping("/list")
+    public ResultDomain<TbWorkcaseDTO> getWorkcaseList(@RequestBody TbWorkcaseDTO filter) {
+        return workcaseService.getWorkcaseList(filter);
+    }
+
+    @Operation(summary = "分页查询工单")
+    @PostMapping("/page")
+    public ResultDomain<TbWorkcaseDTO> getWorkcasePage(@RequestBody PageRequest<TbWorkcaseDTO> pageRequest) {
+        ValidationResult vr = ValidationUtils.validate(pageRequest, Arrays.asList(
+            ValidationUtils.requiredNumber("pageParam.page", "页码", 1, null),
+            ValidationUtils.requiredNumber("pageParam.pageSize", "每页数量", 1, 100)
+        ));
+        if (!vr.isValid()) {
+            return ResultDomain.failure(vr.getAllErrors());
+        }
+        return workcaseService.getWorkcasePage(pageRequest);
+    }
+
+    // ========================= CRM同步接口 =========================
+
+    @Operation(summary = "同步工单到CRM")
+    @PostMapping("/sync/crm")
+    public ResultDomain<Void> syncWorkcaseToCrm(@RequestBody TbWorkcaseDTO workcase) {
+        ValidationResult vr = ValidationUtils.validate(workcase, Arrays.asList(
+            ValidationUtils.requiredString("workcaseId", "工单ID")
+        ));
+        if (!vr.isValid()) {
+            return ResultDomain.failure(vr.getAllErrors());
+        }
+        return workcaseService.syncWorkcaseToCrm(workcase);
+    }
+
+    @Operation(summary = "接收CRM工单更新（CRM回调）")
+    @PostMapping("/receive/crm")
+    public ResultDomain<Void> receiveWorkcaseFromCrm(@RequestBody String jsonBody) {
+        JSONObject json = JSONObject.parseObject(jsonBody);
+        return workcaseService.receiveWorkcaseFromCrm(json);
+    }
+
+    // ========================= 工单处理过程 =========================
+
+    @Operation(summary = "创建工单处理过程")
+    @PostMapping("/process")
+    public ResultDomain<TbWorkcaseProcessDTO> createWorkcaseProcess(@RequestBody TbWorkcaseProcessDTO process) {
+        ValidationResult vr = ValidationUtils.validate(process, Arrays.asList(
+            ValidationUtils.requiredString("workcaseId", "工单ID"),
+            ValidationUtils.requiredString("action", "操作类型")
+        ));
+        if (!vr.isValid()) {
+            return ResultDomain.failure(vr.getAllErrors());
+        }
+        return workcaseService.createWorkcaseProcess(process);
+    }
+
+    @Operation(summary = "更新工单处理过程")
+    @PutMapping("/process")
+    public ResultDomain<TbWorkcaseProcessDTO> updateWorkcaseProcess(@RequestBody TbWorkcaseProcessDTO process) {
+        ValidationResult vr = ValidationUtils.validate(process, Arrays.asList(
+            ValidationUtils.requiredString("processId", "处理过程ID")
+        ));
+        if (!vr.isValid()) {
+            return ResultDomain.failure(vr.getAllErrors());
+        }
+        return workcaseService.updateWorkcaseProcess(process);
+    }
+
+    @Operation(summary = "删除工单处理过程")
+    @DeleteMapping("/process/{processId}")
+    public ResultDomain<TbWorkcaseProcessDTO> deleteWorkcaseProcess(@PathVariable String processId) {
+        TbWorkcaseProcessDTO process = new TbWorkcaseProcessDTO();
+        process.setProcessId(processId);
+        return workcaseService.deleteWorkcaseProcess(process);
+    }
+
+    @Operation(summary = "查询工单处理过程列表")
+    @PostMapping("/process/list")
+    public ResultDomain<TbWorkcaseProcessDTO> getWorkcaseProcessList(@RequestBody TbWorkcaseProcessDTO filter) {
+        return workcaseService.getWorkcaseProcessList(filter);
+    }
+
+    @Operation(summary = "分页查询工单处理过程")
+    @PostMapping("/process/page")
+    public ResultDomain<TbWorkcaseProcessDTO> getWorkcaseProcessPage(@RequestBody PageRequest<TbWorkcaseProcessDTO> pageRequest) {
+        ValidationResult vr = ValidationUtils.validate(pageRequest, Arrays.asList(
+            ValidationUtils.requiredNumber("pageParam.page", "页码", 1, null),
+            ValidationUtils.requiredNumber("pageParam.pageSize", "每页数量", 1, 100)
+        ));
+        if (!vr.isValid()) {
+            return ResultDomain.failure(vr.getAllErrors());
+        }
+        return workcaseService.getWorkcaseProcessPage(pageRequest);
+    }
+
+    // ========================= 工单设备管理 =========================
+
+    @Operation(summary = "创建工单设备")
+    @PostMapping("/device")
+    public ResultDomain<TbWorkcaseDeviceDTO> createWorkcaseDevice(@RequestBody TbWorkcaseDeviceDTO device) {
+        ValidationResult vr = ValidationUtils.validate(device, Arrays.asList(
+            ValidationUtils.requiredString("workcaseId", "工单ID"),
+            ValidationUtils.requiredString("device", "设备名称")
+        ));
+        if (!vr.isValid()) {
+            return ResultDomain.failure(vr.getAllErrors());
+        }
+        return workcaseService.createWorkcaseDevice(device);
+    }
+
+    @Operation(summary = "更新工单设备")
+    @PutMapping("/device")
+    public ResultDomain<TbWorkcaseDeviceDTO> updateWorkcaseDevice(@RequestBody TbWorkcaseDeviceDTO device) {
+        ValidationResult vr = ValidationUtils.validate(device, Arrays.asList(
+            ValidationUtils.requiredString("workcaseId", "工单ID"),
+            ValidationUtils.requiredString("device", "设备名称")
+        ));
+        if (!vr.isValid()) {
+            return ResultDomain.failure(vr.getAllErrors());
+        }
+        return workcaseService.updateWorkcaseDevice(device);
+    }
+
+    @Operation(summary = "删除工单设备")
+    @DeleteMapping("/device/{workcaseId}/{device}")
+    public ResultDomain<TbWorkcaseDeviceDTO> deleteWorkcaseDevice(@PathVariable String workcaseId, @PathVariable String device) {
+        TbWorkcaseDeviceDTO deviceDTO = new TbWorkcaseDeviceDTO();
+        deviceDTO.setWorkcaseId(workcaseId);
+        deviceDTO.setDevice(device);
+        return workcaseService.deleteWorkcaseDevice(deviceDTO);
+    }
+
+    @Operation(summary = "查询工单设备列表")
+    @PostMapping("/device/list")
+    public ResultDomain<TbWorkcaseDeviceDTO> getWorkcaseDeviceList(@RequestBody TbWorkcaseDeviceDTO filter) {
+        return workcaseService.getWorkcaseDeviceList(filter);
+    }
+
+    @Operation(summary = "分页查询工单设备")
+    @PostMapping("/device/page")
+    public ResultDomain<TbWorkcaseDeviceDTO> getWorkcaseDevicePage(@RequestBody PageRequest<TbWorkcaseDeviceDTO> pageRequest) {
+        ValidationResult vr = ValidationUtils.validate(pageRequest, Arrays.asList(
+            ValidationUtils.requiredNumber("pageParam.page", "页码", 1, null),
+            ValidationUtils.requiredNumber("pageParam.pageSize", "每页数量", 1, 100)
+        ));
+        if (!vr.isValid()) {
+            return ResultDomain.failure(vr.getAllErrors());
+        }
+        return workcaseService.getWorkcaseDevicePage(pageRequest);
+    }
+
+}
--- a/urbanLifelineServ/workcase/src/main/java/org/xyzh/workcase/handler/WorkcaseKefuHandler.java
+++ b/urbanLifelineServ/workcase/src/main/java/org/xyzh/workcase/handler/WorkcaseKefuHandler.java
@@ -0,0 +1,120 @@
+package org.xyzh.workcase.handler;
+
+import org.apache.dubbo.config.annotation.DubboReference;
+import org.slf4j.Logger;
+import org.slf4j.LoggerFactory;
+import org.springframework.beans.factory.annotation.Autowired;
+import org.springframework.stereotype.Component;
+import org.xyzh.api.ai.dto.TbChatMessage;
+import org.xyzh.api.workcase.dto.TbWorkcaseDTO;
+import org.xyzh.api.workcase.service.WorkcaseChatService;
+import org.xyzh.api.workcase.service.WorkcaseService;
+import org.xyzh.common.wechat.kefu.message.KefuMessageHandler;
+import org.xyzh.common.wechat.kefu.message.KefuMessageService;
+import org.xyzh.common.wechat.pojo.kefu.KefuSyncMsgResponse.KefuSyncMsg;
+
+/**
+ * @description    工单模块的微信客服处理器实现
+ *                 处理微信客服消息，同步到工单系统
+ * @filename    WorkcaseKefuHandler.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+@Component
+public class WorkcaseKefuHandler implements KefuMessageHandler {
+
+    private static final Logger logger = LoggerFactory.getLogger(WorkcaseKefuHandler.class);
+
+    @Autowired
+    private KefuMessageService kefuMessageService;
+
+    @DubboReference(version = "1.0.0", group = "workcase", check = false)
+    private WorkcaseService workcaseService;
+
+    @DubboReference(version = "1.0.0", group = "workcase", check = false)
+    private WorkcaseChatService workcaseChatService;
+
+    @Override
+    public void onEnterSession(String openKfid, String externalUserid, String scene, String sceneParam, String welcomeCode) {
+        logger.info("工单客服-用户进入会话: externalUserid={}, scene={}, sceneParam={}", externalUserid, scene, sceneParam);
+        
+        // sceneParam 可能包含 workcaseId，用于关联工单
+        if (sceneParam != null && !sceneParam.isEmpty()) {
+            TbWorkcaseDTO filter = new TbWorkcaseDTO();
+            filter.setWorkcaseId(sceneParam);
+            var result = workcaseService.getWorkcaseById(sceneParam);
+            
+            if (result != null && result.getSuccess() && result.getData() != null) {
+                TbWorkcaseDTO workcase = result.getData();
+                // 发送工单信息作为欢迎语
+                String welcomeMsg = buildWelcomeMessage(workcase);
+                kefuMessageService.sendWelcomeMessage(welcomeCode, welcomeMsg);
+                logger.info("已发送工单欢迎语: workcaseId={}", workcase.getWorkcaseId());
+            } else {
+                // 发送通用欢迎语
+                kefuMessageService.sendWelcomeMessage(welcomeCode, "您好，欢迎使用客服服务，请问有什么可以帮您？");
+            }
+        } else {
+            kefuMessageService.sendWelcomeMessage(welcomeCode, "您好，欢迎使用客服服务，请问有什么可以帮您？");
+        }
+    }
+
+    @Override
+    public void onTextMessage(String openKfid, String externalUserid, String msgid, String content, Long sendTime) {
+        logger.info("工单客服-收到文本消息: externalUserid={}, content={}", externalUserid, content);
+        
+        // 同步消息到 tb_chat_message 表
+        // TODO: 根据 externalUserid 查找关联的 chatId，然后保存消息
+        TbChatMessage chatMessage = new TbChatMessage();
+        chatMessage.setRole("user");
+        chatMessage.setContent(content);
+        // workcaseChatService.saveChatMessage(chatMessage);
+    }
+
+    @Override
+    public void onImageMessage(String openKfid, String externalUserid, String msgid, String mediaId, Long sendTime) {
+        logger.info("工单客服-收到图片消息: externalUserid={}, mediaId={}", externalUserid, mediaId);
+        
+        // 下载图片并保存
+        // TODO: 实现图片消息处理
+    }
+
+    @Override
+    public void onSessionStatusChange(String openKfid, String externalUserid, String changeType, 
+            String oldServicerUserid, String newServicerUserid) {
+        logger.info("工单客服-会话状态变更: externalUserid={}, changeType={}, newServicer={}", 
+            externalUserid, changeType, newServicerUserid);
+        
+        // 更新工单处理人
+        // TODO: 根据 externalUserid 查找关联工单，更新 processor
+    }
+
+    @Override
+    public void onMsgSendFail(String openKfid, String externalUserid, String failMsgid, String failType) {
+        logger.warn("工单客服-消息发送失败: externalUserid={}, failMsgid={}, failType={}", 
+            externalUserid, failMsgid, failType);
+        
+        // 记录失败日志，可能需要重试
+    }
+
+    @Override
+    public void onOtherMessage(KefuSyncMsg msg) {
+        logger.info("工单客服-收到其他消息: msgtype={}", msg.getMsgtype());
+    }
+
+    private String buildWelcomeMessage(TbWorkcaseDTO workcase) {
+        StringBuilder sb = new StringBuilder();
+        sb.append("您好，您的工单已创建。\n");
+        sb.append("工单编号：").append(workcase.getWorkcaseId()).append("\n");
+        if (workcase.getType() != null) {
+            sb.append("问题类型：").append(workcase.getType()).append("\n");
+        }
+        if (workcase.getDevice() != null) {
+            sb.append("设备：").append(workcase.getDevice()).append("\n");
+        }
+        sb.append("我们将尽快为您处理。");
+        return sb.toString();
+    }
+
+}
--- a/urbanLifelineServ/workcase/src/main/java/org/xyzh/workcase/mapper/TbWordCloudMapper.java
+++ b/urbanLifelineServ/workcase/src/main/java/org/xyzh/workcase/mapper/TbWordCloudMapper.java
@@ -0,0 +1,60 @@
+package org.xyzh.workcase.mapper;
+
+import java.util.List;
+
+import org.apache.ibatis.annotations.Mapper;
+import org.apache.ibatis.annotations.Param;
+import org.xyzh.api.workcase.dto.TbWordCloudDTO;
+import org.xyzh.common.core.page.PageParam;
+
+/**
+ * @description    词云数据访问层
+ * @filename    TbWordCloudMapper.java
+ * @author    yslg
+ * @copyright xyzh
+ * @since 2025-12-19
+ */
+@Mapper
+public interface TbWordCloudMapper {
+
+    /**
+     * 插入词云
+     */
+    int insertWordCloud(TbWordCloudDTO wordCloud);
+
+    /**
+     * 更新词云（只更新非null字段）
+     */
+    int updateWordCloud(TbWordCloudDTO wordCloud);
+
+    /**
+     * 根据ID查询词云
+     */
+    TbWordCloudDTO selectWordCloudById(@Param("wordId") String wordId);
+
+    /**
+     * 查询单条词云（用于更新词频等场景）
+     */
+    TbWordCloudDTO selectWordCloudOne(@Param("filter") TbWordCloudDTO filter);
+
+    /**
+     * 查询词云列表
+     */
+    List<TbWordCloudDTO> selectWordCloudList(@Param("filter") TbWordCloudDTO filter);
+
+    /**
+     * 分页查询词云
+     */
+    List<TbWordCloudDTO> selectWordCloudPage(@Param("filter") TbWordCloudDTO filter, @Param("pageParam") PageParam pageParam);
+
+    /**
+     * 统计词云数量
+     */
+    long countWordClouds(@Param("filter") TbWordCloudDTO filter);
+
+    /**
+     * 增加词频
+     */
+    int incrementFrequency(@Param("wordId") String wordId, @Param("count") int count);
+
+}
--- a/urbanLifelineServ/workcase/src/main/java/org/xyzh/workcase/service/WorkcaseChatServiceImpl.java
+++ b/urbanLifelineServ/workcase/src/main/java/org/xyzh/workcase/service/WorkcaseChatServiceImpl.java
@@ -1,113 +1,294 @@
 package org.xyzh.workcase.service;

+import java.time.LocalDate;
+import java.time.format.DateTimeFormatter;
+import java.util.List;
+
+import org.apache.dubbo.config.annotation.DubboReference;
 import org.apache.dubbo.config.annotation.DubboService;
 import org.slf4j.Logger;
 import org.slf4j.LoggerFactory;
+import org.springframework.beans.factory.annotation.Autowired;
 import org.springframework.web.servlet.mvc.method.annotation.SseEmitter;
 import org.xyzh.api.ai.dto.ChatPrepareData;
 import org.xyzh.api.ai.dto.TbChat;
 import org.xyzh.api.ai.dto.TbChatMessage;
+import org.xyzh.api.ai.service.AgentChatService;
 import org.xyzh.api.workcase.dto.TbWordCloudDTO;
 import org.xyzh.api.workcase.dto.TbWorkcaseDTO;
 import org.xyzh.api.workcase.service.WorkcaseChatService;
 import org.xyzh.common.core.domain.ResultDomain;
+import org.xyzh.common.core.page.PageDomain;
+import org.xyzh.common.core.page.PageParam;
 import org.xyzh.common.core.page.PageRequest;
+import org.xyzh.common.redis.service.RedisService;
+import org.xyzh.common.utils.id.IdUtil;
+import org.xyzh.workcase.mapper.TbWordCloudMapper;

@DubboService(version = "1.0.0",group = "workcase",timeout = 30000,retries = 0)
 public class WorkcaseChatServiceImpl implements WorkcaseChatService{

    private static final Logger logger = LoggerFactory.getLogger(WorkcaseChatServiceImpl.class);

-    @Override
-    public ResultDomain<TbWordCloudDTO> addWordCloud(TbWordCloudDTO wordCloud) {
-        // TODO Auto-generated method stub
-        return null;
-    }
+    private static final String CHAT_COUNT_KEY_PREFIX = "workcase:chat:count:";
+    private static final int TRANSFER_HUMAN_THRESHOLD = 3;

-    @Override
-    public ResultDomain<TbWorkcaseDTO> analyzeChat(String chatId) {
-        // TODO Auto-generated method stub
-        return null;
-    }
+    @DubboReference(version = "1.0.0", group = "ai", check = false)
+    private AgentChatService agentChatService;

-    @Override
-    public ResultDomain<Boolean> commentChatMessage(TbChat filter, String messageId, String comment) {
-        // TODO Auto-generated method stub
-        return null;
-    }
+    @Autowired
+    private TbWordCloudMapper wordCloudMapper;
+
+    @Autowired
+    private RedisService redisService;
+
+    // ========================= 聊天管理 ==========================

    @Override
    public ResultDomain<TbChat> createChat(TbChat chat) {
-        // TODO Auto-generated method stub
-        return null;
+        logger.info("创建对话: userId={}", chat.getUserId());
+        ResultDomain<TbChat> result = agentChatService.createChat(chat);
+        if (result.getSuccess() && result.getData() != null) {
+            redisService.set(CHAT_COUNT_KEY_PREFIX + result.getData().getChatId(), 0);
        }
-
-    @Override
-    public ResultDomain<TbChat> getChatList(TbChat filter) {
-        // TODO Auto-generated method stub
-        return null;
-    }
-
-    @Override
-    public ResultDomain<TbChatMessage> getChatMessageList(TbChat filter) {
-        // TODO Auto-generated method stub
-        return null;
-    }
-
-    @Override
-    public ResultDomain<TbChat> getChatPage(PageRequest<TbChat> pageRequest) {
-        // TODO Auto-generated method stub
-        return null;
-    }
-
-    @Override
-    public ResultDomain<TbWordCloudDTO> getWordCloudList(TbWordCloudDTO filter) {
-        // TODO Auto-generated method stub
-        return null;
-    }
-
-    @Override
-    public ResultDomain<TbWordCloudDTO> getWordCloudPage(PageRequest<TbWordCloudDTO> pageRequest) {
-        // TODO Auto-generated method stub
-        return null;
-    }
-
-    @Override
-    public ResultDomain<String> prepareChatMessageSession(ChatPrepareData prepareData) {
-        // TODO Auto-generated method stub
-        return null;
-    }
-
-    @Override
-    public ResultDomain<Boolean> stopChatMessageByTaskId(TbChat filter, String taskId) {
-        // TODO Auto-generated method stub
-        return null;
-    }
-
-    @Override
-    public SseEmitter streamChatMessageWithSse(String sessionId) {
-        // TODO Auto-generated method stub
-        return null;
-    }
-
-    @Override
-    public ResultDomain<TbWorkcaseDTO> summaryChat(String chatId) {
-        // TODO Auto-generated method stub
-        return null;
+        return result;
    }

    @Override
    public ResultDomain<TbChat> updateChat(TbChat chat) {
-        // TODO Auto-generated method stub
-        return null;
+        logger.info("更新对话: chatId={}", chat.getChatId());
+        return agentChatService.updateChat(chat);
+    }
+
+    @Override
+    public ResultDomain<TbChat> getChatList(TbChat filter) {
+        return agentChatService.getChatList(filter);
+    }
+
+    // ========================= 聊天信息管理 ======================
+
+    @Override
+    public ResultDomain<TbChatMessage> getChatMessageList(TbChat filter) {
+        return agentChatService.getChatMessageList(filter);
+    }
+
+    @Override
+    public ResultDomain<String> prepareChatMessageSession(ChatPrepareData prepareData) {
+        logger.info("准备对话会话: chatId={}, query={}", prepareData.getChatId(), prepareData.getQuery());
+        
+        String chatId = prepareData.getChatId();
+        Object countObj = redisService.get(CHAT_COUNT_KEY_PREFIX + chatId);
+        int chatCount = (countObj != null) ? (Integer) countObj : 0;
+        chatCount++;
+        redisService.set(CHAT_COUNT_KEY_PREFIX + chatId, chatCount);
+        
+        ResultDomain<String> result = agentChatService.prepareChatMessageSession(prepareData);
+        
+        if (result.getSuccess() && chatCount >= TRANSFER_HUMAN_THRESHOLD) {
+            logger.info("已达到{}次AI对话，建议转人工: chatId={}", TRANSFER_HUMAN_THRESHOLD, chatId);
+        }
+        
+        return result;
+    }
+
+    @Override
+    public SseEmitter streamChatMessageWithSse(String sessionId) {
+        return agentChatService.streamChatMessageWithSse(sessionId);
+    }
+
+    @Override
+    public ResultDomain<Boolean> stopChatMessageByTaskId(TbChat filter, String taskId) {
+        return agentChatService.stopChatMessageByTaskId(filter, taskId);
+    }
+
+    @Override
+    public ResultDomain<Boolean> commentChatMessage(TbChat filter, String messageId, String comment) {
+        return agentChatService.commentChatMessage(filter, messageId, comment);
+    }
+
+    // =============================== 对话分析 ==========================
+
+    @Override
+    public ResultDomain<TbWorkcaseDTO> analyzeChat(String chatId) {
+        logger.info("分析对话内容，生成工单预填信息: chatId={}", chatId);
+        
+        TbChat filter = new TbChat();
+        filter.setChatId(chatId);
+        ResultDomain<TbChatMessage> msgResult = agentChatService.getChatMessageList(filter);
+        
+        if (!msgResult.getSuccess() || msgResult.getDataList() == null || msgResult.getDataList().isEmpty()) {
+            return ResultDomain.failure("获取对话消息失败或消息为空");
+        }
+        
+        List<TbChatMessage> messages = msgResult.getDataList();
+        
+        // ============== 伪代码：调用AI分析对话，自动生成工单预填信息 ==============
+        // 步骤5：AI根据聊天对话，自动生成部分工单信息，预填入小程序的工单创建表单
+        // 
+        // 1. 构建对话上下文
+        // StringBuilder conversationContext = new StringBuilder();
+        // for (TbChatMessage msg : messages) {
+        //     conversationContext.append(msg.getRole()).append(": ").append(msg.getContent()).append("\n");
+        // }
+        // 
+        // 2. 调用Dify工作流或Agent进行对话分析
+        // DifyWorkflowRequest request = new DifyWorkflowRequest();
+        // request.setWorkflowId("workcase-analysis-workflow");
+        // request.setInputs(Map.of("conversation", conversationContext.toString()));
+        // DifyWorkflowResponse response = difyService.runWorkflow(request);
+        // 
+        // 3. 解析AI分析结果，提取工单预填信息
+        // JSONObject analysisResult = JSON.parseObject(response.getOutputs());
+        // TbWorkcaseDTO workcase = new TbWorkcaseDTO();
+        // workcase.setType(analysisResult.getString("type"));           // 问题类型：如"设备故障"、"维修申请"
+        // workcase.setDevice(analysisResult.getString("device"));       // 设备名称：如"燃气管道"、"电梯"
+        // workcase.setDeviceCode(analysisResult.getString("deviceCode")); // 设备编号（如果用户提到）
+        // workcase.setEmergency(analysisResult.getString("emergency")); // 紧急程度：normal/urgent/critical
+        // workcase.setRemark(analysisResult.getString("description"));  // 问题描述摘要
+        // ============== 伪代码结束 ==============
+        
+        // 模拟AI分析结果（实际应由AI返回）
+        TbWorkcaseDTO workcase = new TbWorkcaseDTO();
+        workcase.setType("设备故障");
+        workcase.setDevice("待用户确认");
+        workcase.setDeviceCode("");
+        workcase.setEmergency("normal");
+        workcase.setRemark("对话ID:" + chatId + " | " + buildConversationSummary(messages));
+        
+        logger.info("对话分析完成，工单预填信息已生成: chatId={}", chatId);
+        return ResultDomain.success("对话分析完成", workcase);
+    }
+    
+    private String buildConversationSummary(List<TbChatMessage> messages) {
+        StringBuilder summary = new StringBuilder();
+        for (TbChatMessage msg : messages) {
+            if ("user".equals(msg.getRole())) {
+                summary.append(msg.getContent()).append(" ");
+            }
+        }
+        String result = summary.toString().trim();
+        return result.length() > 200 ? result.substring(0, 200) + "..." : result;
+    }
+
+    @Override
+    public ResultDomain<TbWorkcaseDTO> summaryChat(String chatId) {
+        logger.info("总结对话: chatId={}", chatId);
+        
+        TbChat filter = new TbChat();
+        filter.setChatId(chatId);
+        ResultDomain<TbChatMessage> msgResult = agentChatService.getChatMessageList(filter);
+        
+        if (!msgResult.getSuccess() || msgResult.getDataList() == null) {
+            return ResultDomain.failure("获取对话消息失败");
+        }
+        
+        List<TbChatMessage> messages = msgResult.getDataList();
+        
+        // TODO: 调用AI进行对话总结，提取关键词更新词云
+        // 伪代码：
+        // String summary = aiService.summarize(messages);
+        // List<String> keywords = aiService.extractKeywords(messages);
+        // updateWordCloud(keywords);
+        
+        extractAndUpdateWordCloud(messages);
+        
+        TbWorkcaseDTO summary = new TbWorkcaseDTO();
+        logger.info("对话总结完成: chatId={}", chatId);
+        return ResultDomain.success("对话总结完成", summary);
+    }
+
+    private void extractAndUpdateWordCloud(List<TbChatMessage> messages) {
+        // TODO: 调用AI提取关键词
+        // 伪代码：List<String> keywords = aiService.extractKeywords(messages);
+        
+        // 模拟提取的关键词
+        String[] mockKeywords = {"故障", "维修", "设备"};
+        String today = LocalDate.now().format(DateTimeFormatter.ISO_LOCAL_DATE);
+        
+        for (String keyword : mockKeywords) {
+            TbWordCloudDTO queryFilter = new TbWordCloudDTO();
+            queryFilter.setWord(keyword);
+            queryFilter.setCategory("fault");
+            queryFilter.setStatDate(today);
+            TbWordCloudDTO existing = wordCloudMapper.selectWordCloudOne(queryFilter);
+            if (existing != null) {
+                wordCloudMapper.incrementFrequency(existing.getWordId(), 1);
+            } else {
+                TbWordCloudDTO wordCloud = new TbWordCloudDTO();
+                wordCloud.setWordId(IdUtil.generateUUID());
+                wordCloud.setWord(keyword);
+                wordCloud.setCategory("fault");
+                wordCloud.setStatDate(today);
+                wordCloud.setFrequency("1");
+                wordCloudMapper.insertWordCloud(wordCloud);
+            }
+        }
+    }
+
+    // =============================== 词云管理 ==========================
+
+    @Override
+    public ResultDomain<TbWordCloudDTO> addWordCloud(TbWordCloudDTO wordCloud) {
+        logger.info("添加词云: word={}", wordCloud.getWord());
+        
+        if (wordCloud.getWordId() == null || wordCloud.getWordId().isEmpty()) {
+            wordCloud.setWordId(IdUtil.generateUUID());
+        }
+        if (wordCloud.getStatDate() == null || wordCloud.getStatDate().isEmpty()) {
+            wordCloud.setStatDate(LocalDate.now().format(DateTimeFormatter.ISO_LOCAL_DATE));
+        }
+        if (wordCloud.getFrequency() == null) {
+            wordCloud.setFrequency("1");
+        }
+        
+        TbWordCloudDTO queryFilter = new TbWordCloudDTO();
+        queryFilter.setWord(wordCloud.getWord());
+        queryFilter.setCategory(wordCloud.getCategory());
+        queryFilter.setStatDate(wordCloud.getStatDate());
+        TbWordCloudDTO existing = wordCloudMapper.selectWordCloudOne(queryFilter);
+        
+        if (existing != null) {
+            wordCloudMapper.incrementFrequency(existing.getWordId(), Integer.parseInt(wordCloud.getFrequency()));
+            TbWordCloudDTO updated = wordCloudMapper.selectWordCloudById(existing.getWordId());
+            return ResultDomain.success("词频更新成功", updated);
+        }
+        
+        int rows = wordCloudMapper.insertWordCloud(wordCloud);
+        if (rows > 0) {
+            return ResultDomain.success("添加成功", wordCloud);
+        }
+        return ResultDomain.failure("添加失败");
    }

    @Override
    public ResultDomain<TbWordCloudDTO> updateWordCloud(TbWordCloudDTO wordCloud) {
-        // TODO Auto-generated method stub
-        return null;
+        logger.info("更新词云: wordId={}", wordCloud.getWordId());
+        
+        int rows = wordCloudMapper.updateWordCloud(wordCloud);
+        if (rows > 0) {
+            TbWordCloudDTO updated = wordCloudMapper.selectWordCloudById(wordCloud.getWordId());
+            return ResultDomain.success("更新成功", updated);
+        }
+        return ResultDomain.failure("更新失败");
    }

+    @Override
+    public ResultDomain<TbWordCloudDTO> getWordCloudList(TbWordCloudDTO filter) {
+        List<TbWordCloudDTO> list = wordCloudMapper.selectWordCloudList(filter);
+        return ResultDomain.success("查询成功", list);
+    }

+    @Override
+    public ResultDomain<TbWordCloudDTO> getWordCloudPage(PageRequest<TbWordCloudDTO> pageRequest) {
+        TbWordCloudDTO filter = pageRequest.getFilter();
+        PageParam pageParam = pageRequest.getPageParam();
+        
+        List<TbWordCloudDTO> list = wordCloudMapper.selectWordCloudPage(filter, pageParam);
+        long total = wordCloudMapper.countWordClouds(filter);
+        
+        pageParam.setTotal((int) total);
+        PageDomain<TbWordCloudDTO> pageDomain = new PageDomain<>(pageParam, list);
+        return ResultDomain.success("查询成功", pageDomain);
+    }

 }
--- a/urbanLifelineServ/workcase/src/main/java/org/xyzh/workcase/service/WorkcaseServiceImpl.java
+++ b/urbanLifelineServ/workcase/src/main/java/org/xyzh/workcase/service/WorkcaseServiceImpl.java
@@ -1,128 +1,435 @@
 package org.xyzh.workcase.service;

+import java.util.List;
+
+import org.apache.dubbo.config.annotation.DubboReference;
 import org.apache.dubbo.config.annotation.DubboService;
 import org.slf4j.Logger;
 import org.slf4j.LoggerFactory;
+import org.springframework.beans.factory.annotation.Autowired;
 import org.xyzh.api.workcase.dto.TbWorkcaseDTO;
 import org.xyzh.api.workcase.dto.TbWorkcaseDeviceDTO;
 import org.xyzh.api.workcase.dto.TbWorkcaseProcessDTO;
+import org.xyzh.api.workcase.service.WorkcaseChatService;
 import org.xyzh.api.workcase.service.WorkcaseService;
 import org.xyzh.common.core.domain.ResultDomain;
+import org.xyzh.common.core.page.PageDomain;
+import org.xyzh.common.core.page.PageParam;
 import org.xyzh.common.core.page.PageRequest;
+import org.xyzh.common.utils.id.IdUtil;
+import org.xyzh.workcase.enums.WorkcaseProcessAction;
+import org.xyzh.workcase.mapper.TbWorkcaseDeviceMapper;
+import org.xyzh.workcase.mapper.TbWorkcaseMapper;
+import org.xyzh.workcase.mapper.TbWorkcaseProcessMapper;

 import com.alibaba.fastjson2.JSON;
+import com.alibaba.fastjson2.JSONObject;

@DubboService(version = "1.0.0",group = "workcase",timeout = 30000,retries = 0)
 public class WorkcaseServiceImpl implements WorkcaseService {
    private static final Logger logger = LoggerFactory.getLogger(WorkcaseServiceImpl.class);

+    @Autowired
+    private TbWorkcaseMapper workcaseMapper;
+
+    @Autowired
+    private TbWorkcaseProcessMapper workcaseProcessMapper;
+
+    @Autowired
+    private TbWorkcaseDeviceMapper workcaseDeviceMapper;
+
+    @DubboReference(version = "1.0.0", group = "workcase", check = false)
+    private WorkcaseChatService workcaseChatService;
+
+    // ====================== 工单管理 ======================
+
    @Override
    public ResultDomain<TbWorkcaseDTO> createWorkcase(TbWorkcaseDTO workcase) {
-        // TODO Auto-generated method stub
-        return null;
+        logger.info("创建工单: userId={}, type={}", workcase.getUserId(), workcase.getType());
+        
+        if (workcase.getWorkcaseId() == null || workcase.getWorkcaseId().isEmpty()) {
+            workcase.setWorkcaseId(IdUtil.generateUUID());
+        }
+        if (workcase.getOptsn() == null || workcase.getOptsn().isEmpty()) {
+            workcase.setOptsn(IdUtil.getOptsn());
+        }
+        if (workcase.getStatus() == null || workcase.getStatus().isEmpty()) {
+            workcase.setStatus("pending");
+        }
+        if (workcase.getEmergency() == null || workcase.getEmergency().isEmpty()) {
+            workcase.setEmergency("normal");
        }
        
-    @Override
-    public ResultDomain<TbWorkcaseDeviceDTO> createWorkcaseDevice(TbWorkcaseDeviceDTO workcaseDevice) {
-        // TODO Auto-generated method stub
-        return null;
-    }
+        int rows = workcaseMapper.insertWorkcase(workcase);
+        if (rows > 0) {
+            TbWorkcaseProcessDTO process = new TbWorkcaseProcessDTO();
+            process.setProcessId(IdUtil.generateUUID());
+            process.setOptsn(IdUtil.getOptsn());
+            process.setWorkcaseId(workcase.getWorkcaseId());
+            process.setAction(WorkcaseProcessAction.INFO.getName());
+            process.setMessage("工单创建");
+            process.setCreator(workcase.getCreator());
+            workcaseProcessMapper.insertWorkcaseProcess(process);
            
-    @Override
-    public ResultDomain<TbWorkcaseProcessDTO> createWorkcaseProcess(TbWorkcaseProcessDTO workcaseProcess) {
-        // TODO Auto-generated method stub
-        return null;
-    }
+            syncWorkcaseToCrm(workcase);
+            sendWechatKefuWelcome(workcase);
            
-    @Override
-    public ResultDomain<TbWorkcaseDTO> deleteWorkcase(TbWorkcaseDTO workcase) {
-        // TODO Auto-generated method stub
-        return null;
+            return ResultDomain.success("创建成功", workcase);
        }
-
-    @Override
-    public ResultDomain<TbWorkcaseDeviceDTO> deleteWorkcaseDevice(TbWorkcaseDeviceDTO workcaseDevice) {
-        // TODO Auto-generated method stub
-        return null;
-    }
-
-    @Override
-    public ResultDomain<TbWorkcaseProcessDTO> deleteWorkcaseProcess(TbWorkcaseProcessDTO workcaseProcess) {
-        // TODO Auto-generated method stub
-        return null;
-    }
-
-    @Override
-    public ResultDomain<TbWorkcaseDTO> getWorkcaseById(String workcaseId) {
-        // TODO Auto-generated method stub
-        return null;
-    }
-
-    @Override
-    public ResultDomain<TbWorkcaseDeviceDTO> getWorkcaseDeviceList(TbWorkcaseDeviceDTO filter) {
-        // TODO Auto-generated method stub
-        return null;
-    }
-
-    @Override
-    public ResultDomain<TbWorkcaseDeviceDTO> getWorkcaseDevicePage(PageRequest<TbWorkcaseDeviceDTO> pageRequest) {
-        // TODO Auto-generated method stub
-        return null;
-    }
-
-    @Override
-    public ResultDomain<TbWorkcaseDTO> getWorkcaseList(TbWorkcaseDTO filter) {
-        // TODO Auto-generated method stub
-        return null;
-    }
-
-    @Override
-    public ResultDomain<TbWorkcaseDTO> getWorkcasePage(PageRequest<TbWorkcaseDTO> pageRequest) {
-        // TODO Auto-generated method stub
-        return null;
-    }
-
-    @Override
-    public ResultDomain<TbWorkcaseProcessDTO> getWorkcaseProcessList(TbWorkcaseProcessDTO filter) {
-        // TODO Auto-generated method stub
-        return null;
-    }
-
-    @Override
-    public ResultDomain<TbWorkcaseProcessDTO> getWorkcaseProcessPage(PageRequest<TbWorkcaseProcessDTO> pageRequest) {
-        // TODO Auto-generated method stub
-        return null;
-    }
-
-    @Override
-    public ResultDomain<Void> receiveWorkcaseFromCrm(JSON json) {
-        // TODO Auto-generated method stub
-        return null;
-    }
-
-    @Override
-    public ResultDomain<Void> syncWorkcaseToCrm(TbWorkcaseDTO workcase) {
-        // TODO Auto-generated method stub
-        return null;
+        return ResultDomain.failure("创建失败");
    }

    @Override
    public ResultDomain<TbWorkcaseDTO> updateWorkcase(TbWorkcaseDTO workcase) {
-        // TODO Auto-generated method stub
-        return null;
+        logger.info("更新工单: workcaseId={}, status={}", workcase.getWorkcaseId(), workcase.getStatus());
+        
+        TbWorkcaseDTO existing = workcaseMapper.selectWorkcaseById(workcase.getWorkcaseId());
+        if (existing == null) {
+            return ResultDomain.failure("工单不存在");
+        }
+        
+        String oldStatus = existing.getStatus();
+        int rows = workcaseMapper.updateWorkcase(workcase);
+        
+        if (rows > 0) {
+            TbWorkcaseDTO updated = workcaseMapper.selectWorkcaseById(workcase.getWorkcaseId());
+            
+            if (workcase.getStatus() != null && !workcase.getStatus().equals(oldStatus)) {
+                TbWorkcaseProcessDTO process = new TbWorkcaseProcessDTO();
+                process.setProcessId(IdUtil.generateUUID());
+                process.setOptsn(IdUtil.getOptsn());
+                process.setWorkcaseId(workcase.getWorkcaseId());
+                process.setCreator(workcase.getCreator());
+                
+                if ("done".equals(workcase.getStatus())) {
+                    process.setAction(WorkcaseProcessAction.FINISH.getName());
+                    process.setMessage("工单完成");
+                    workcaseChatService.summaryChat(existing.getWorkcaseId());
+                } else if ("cancelled".equals(workcase.getStatus())) {
+                    process.setAction(WorkcaseProcessAction.REPEAL.getName());
+                    process.setMessage("工单撤销");
+                    workcaseChatService.summaryChat(existing.getWorkcaseId());
+                } else {
+                    process.setAction(WorkcaseProcessAction.INFO.getName());
+                    process.setMessage("状态变更: " + oldStatus + " -> " + workcase.getStatus());
+                }
+                workcaseProcessMapper.insertWorkcaseProcess(process);
+            }
+            
+            syncWorkcaseToCrm(updated);
+            
+            return ResultDomain.success("更新成功", updated);
+        }
+        return ResultDomain.failure("更新失败");
    }

    @Override
-    public ResultDomain<TbWorkcaseDeviceDTO> updateWorkcaseDevice(TbWorkcaseDeviceDTO workcaseDevice) {
-        // TODO Auto-generated method stub
-        return null;
+    public ResultDomain<TbWorkcaseDTO> deleteWorkcase(TbWorkcaseDTO workcase) {
+        logger.info("删除工单: workcaseId={}", workcase.getWorkcaseId());
+        
+        int rows = workcaseMapper.deleteWorkcase(workcase);
+        if (rows > 0) {
+            return ResultDomain.success("删除成功", workcase);
+        }
+        return ResultDomain.failure("删除失败");
+    }
+
+    @Override
+    public ResultDomain<TbWorkcaseDTO> getWorkcaseById(String workcaseId) {
+        TbWorkcaseDTO workcase = workcaseMapper.selectWorkcaseById(workcaseId);
+        if (workcase != null) {
+            return ResultDomain.success("查询成功", workcase);
+        }
+        return ResultDomain.failure("工单不存在");
+    }
+
+    @Override
+    public ResultDomain<TbWorkcaseDTO> getWorkcaseList(TbWorkcaseDTO filter) {
+        List<TbWorkcaseDTO> list = workcaseMapper.selectWorkcaseList(filter);
+        return ResultDomain.success("查询成功", list);
+    }
+
+    @Override
+    public ResultDomain<TbWorkcaseDTO> getWorkcasePage(PageRequest<TbWorkcaseDTO> pageRequest) {
+        TbWorkcaseDTO filter = pageRequest.getFilter();
+        PageParam pageParam = pageRequest.getPageParam();
+        
+        List<TbWorkcaseDTO> list = workcaseMapper.selectWorkcasePage(filter, pageParam);
+        long total = workcaseMapper.countWorkcases(filter);
+        
+        pageParam.setTotal((int) total);
+        PageDomain<TbWorkcaseDTO> pageDomain = new PageDomain<>(pageParam, list);
+        return ResultDomain.success("查询成功", pageDomain);
+    }
+
+    // ====================== 同步到CRM和接收 ===================
+
+    @Override
+    public ResultDomain<Void> syncWorkcaseToCrm(TbWorkcaseDTO workcase) {
+        logger.info("同步工单到CRM: workcaseId={}", workcase.getWorkcaseId());
+        
+        // ============== 伪代码：同步工单到CRM系统 ==============
+        // 1. 构建CRM请求数据
+        // JSONObject crmData = new JSONObject();
+        // crmData.put("workcaseId", workcase.getWorkcaseId());
+        // crmData.put("userId", workcase.getUserId());
+        // crmData.put("username", workcase.getUsername());
+        // crmData.put("phone", workcase.getPhone());
+        // crmData.put("type", workcase.getType());
+        // crmData.put("device", workcase.getDevice());
+        // crmData.put("deviceCode", workcase.getDeviceCode());
+        // crmData.put("emergency", workcase.getEmergency());
+        // crmData.put("status", workcase.getStatus());
+        // crmData.put("createTime", workcase.getCreateTime());
+        
+        // 2. 调用CRM接口
+        // String crmApiUrl = "https://crm.example.com/api/workcase/sync";
+        // HttpHeaders headers = new HttpHeaders();
+        // headers.setContentType(MediaType.APPLICATION_JSON);
+        // headers.set("Authorization", "Bearer " + crmToken);
+        // HttpEntity<String> request = new HttpEntity<>(crmData.toJSONString(), headers);
+        // ResponseEntity<String> response = restTemplate.postForEntity(crmApiUrl, request, String.class);
+        
+        // 3. 处理响应
+        // if (response.getStatusCode() == HttpStatus.OK) {
+        //     JSONObject result = JSON.parseObject(response.getBody());
+        //     String crmWorkcaseId = result.getString("crmWorkcaseId");
+        //     logger.info("同步成功，CRM工单ID: {}", crmWorkcaseId);
+        // } else {
+        //     logger.error("同步失败: {}", response.getBody());
+        //     return ResultDomain.failure("同步CRM失败");
+        // }
+        // ============== 伪代码结束 ==============
+        
+        logger.info("CRM同步完成（伪代码）: workcaseId={}", workcase.getWorkcaseId());
+        return ResultDomain.success("同步成功");
+    }
+
+    @Override
+    public ResultDomain<Void> receiveWorkcaseFromCrm(JSONObject json) {
+        logger.info("接收CRM工单更新");
+        
+        // ============== 伪代码：接收CRM的工单处理结果 ==============
+        // 1. 解析CRM推送的数据
+        // JSONObject crmData = (JSONObject) json;
+        // String workcaseId = crmData.getString("workcaseId");
+        // String status = crmData.getString("status");
+        // String processor = crmData.getString("processor");
+        // String message = crmData.getString("message");
+        
+        // 2. 更新本地工单
+        // TbWorkcaseDTO workcase = new TbWorkcaseDTO();
+        // workcase.setWorkcaseId(workcaseId);
+        // workcase.setStatus(status);
+        // workcase.setProcessor(processor);
+        // workcaseMapper.updateWorkcase(workcase);
+        
+        // 3. 记录处理过程
+        // TbWorkcaseProcessDTO process = new TbWorkcaseProcessDTO();
+        // process.setProcessId(UUID.randomUUID().toString().replace("-", ""));
+        // process.setOptsn(SnowflakeIdUtil.nextIdStr());
+        // process.setWorkcaseId(workcaseId);
+        // process.setAction(WorkcaseProcessAction.INFO.getName());
+        // process.setMessage("CRM更新: " + message);
+        // process.setProcessor(processor);
+        // process.setCreator("CRM_SYSTEM");
+        // workcaseProcessMapper.insertWorkcaseProcess(process);
+        
+        // 4. 如果工单完成或撤销，触发总结
+        // if ("done".equals(status) || "cancelled".equals(status)) {
+        //     workcaseChatService.summaryChat(workcaseId);
+        // }
+        // ============== 伪代码结束 ==============
+        
+        logger.info("CRM工单接收处理完成（伪代码）");
+        return ResultDomain.success("接收成功");
+    }
+
+    private void sendWechatKefuWelcome(TbWorkcaseDTO workcase) {
+        logger.info("发送微信客服欢迎语: workcaseId={}", workcase.getWorkcaseId());
+        
+        // ============== 伪代码：发送微信客服欢迎语 ==============
+        // 1. 构建欢迎语内容（包含工单基本信息）
+        // StringBuilder welcomeMsg = new StringBuilder();
+        // welcomeMsg.append("【工单信息】\n");
+        // welcomeMsg.append("工单编号：").append(workcase.getOptsn()).append("\n");
+        // welcomeMsg.append("故障类型：").append(workcase.getType()).append("\n");
+        // welcomeMsg.append("设备名称：").append(workcase.getDevice()).append("\n");
+        // welcomeMsg.append("紧急程度：").append("emergency".equals(workcase.getEmergency()) ? "紧急" : "普通").append("\n");
+        // welcomeMsg.append("联系人：").append(workcase.getUsername()).append("\n");
+        // welcomeMsg.append("联系电话：").append(workcase.getPhone()).append("\n");
+        // welcomeMsg.append("\n客服将尽快为您处理，请稍候...");
+        
+        // 2. 获取微信客服接入链接
+        // String kefuUrl = wechatKefuService.getKefuUrl(workcase.getUserId());
+        
+        // 3. 调用微信客服API发送欢迎语
+        // JSONObject msgBody = new JSONObject();
+        // msgBody.put("touser", workcase.getUserId());  // 微信openid
+        // msgBody.put("msgtype", "text");
+        // JSONObject textContent = new JSONObject();
+        // textContent.put("content", welcomeMsg.toString());
+        // msgBody.put("text", textContent);
+        
+        // String accessToken = wechatService.getAccessToken();
+        // String apiUrl = "https://api.weixin.qq.com/cgi-bin/message/custom/send?access_token=" + accessToken;
+        // restTemplate.postForEntity(apiUrl, msgBody.toJSONString(), String.class);
+        
+        // 4. 记录客服会话开始
+        // wechatKefuService.startSession(workcase.getUserId(), workcase.getWorkcaseId());
+        // ============== 伪代码结束 ==============
+        
+        logger.info("微信客服欢迎语发送完成（伪代码）: workcaseId={}", workcase.getWorkcaseId());
+    }
+
+    // ====================== 工单处理过程 ======================
+
+    @Override
+    public ResultDomain<TbWorkcaseProcessDTO> createWorkcaseProcess(TbWorkcaseProcessDTO workcaseProcess) {
+        logger.info("创建工单过程: workcaseId={}, action={}", workcaseProcess.getWorkcaseId(), workcaseProcess.getAction());
+        
+        if (workcaseProcess.getProcessId() == null || workcaseProcess.getProcessId().isEmpty()) {
+            workcaseProcess.setProcessId(IdUtil.generateUUID());
+        }
+        if (workcaseProcess.getOptsn() == null || workcaseProcess.getOptsn().isEmpty()) {
+            workcaseProcess.setOptsn(IdUtil.getOptsn());
+        }
+        
+        String action = workcaseProcess.getAction();
+        if (WorkcaseProcessAction.ASSIGN.getName().equals(action) || 
+            WorkcaseProcessAction.REDEPLOY.getName().equals(action)) {
+            if (workcaseProcess.getProcessor() != null) {
+                TbWorkcaseDTO workcase = new TbWorkcaseDTO();
+                workcase.setWorkcaseId(workcaseProcess.getWorkcaseId());
+                workcase.setProcessor(workcaseProcess.getProcessor());
+                workcase.setStatus("processing");
+                workcaseMapper.updateWorkcase(workcase);
+            }
+        } else if (WorkcaseProcessAction.FINISH.getName().equals(action)) {
+            TbWorkcaseDTO workcase = new TbWorkcaseDTO();
+            workcase.setWorkcaseId(workcaseProcess.getWorkcaseId());
+            workcase.setStatus("done");
+            workcaseMapper.updateWorkcase(workcase);
+            workcaseChatService.summaryChat(workcaseProcess.getWorkcaseId());
+        } else if (WorkcaseProcessAction.REPEAL.getName().equals(action)) {
+            TbWorkcaseDTO workcase = new TbWorkcaseDTO();
+            workcase.setWorkcaseId(workcaseProcess.getWorkcaseId());
+            workcase.setStatus("cancelled");
+            workcaseMapper.updateWorkcase(workcase);
+            workcaseChatService.summaryChat(workcaseProcess.getWorkcaseId());
+        }
+        
+        int rows = workcaseProcessMapper.insertWorkcaseProcess(workcaseProcess);
+        if (rows > 0) {
+            TbWorkcaseDTO workcase = workcaseMapper.selectWorkcaseById(workcaseProcess.getWorkcaseId());
+            if (workcase != null) {
+                syncWorkcaseToCrm(workcase);
+            }
+            return ResultDomain.success("创建成功", workcaseProcess);
+        }
+        return ResultDomain.failure("创建失败");
    }

    @Override
    public ResultDomain<TbWorkcaseProcessDTO> updateWorkcaseProcess(TbWorkcaseProcessDTO workcaseProcess) {
-        // TODO Auto-generated method stub
-        return null;
+        logger.info("更新工单过程: processId={}", workcaseProcess.getProcessId());
+        
+        int rows = workcaseProcessMapper.updateWorkcaseProcess(workcaseProcess);
+        if (rows > 0) {
+            TbWorkcaseProcessDTO updated = workcaseProcessMapper.selectWorkcaseProcessById(workcaseProcess.getProcessId());
+            return ResultDomain.success("更新成功", updated);
+        }
+        return ResultDomain.failure("更新失败");
    }

+    @Override
+    public ResultDomain<TbWorkcaseProcessDTO> deleteWorkcaseProcess(TbWorkcaseProcessDTO workcaseProcess) {
+        logger.info("删除工单过程: processId={}", workcaseProcess.getProcessId());
+        
+        int rows = workcaseProcessMapper.deleteWorkcaseProcess(workcaseProcess.getProcessId());
+        if (rows > 0) {
+            return ResultDomain.success("删除成功", workcaseProcess);
+        }
+        return ResultDomain.failure("删除失败");
+    }
+
+    @Override
+    public ResultDomain<TbWorkcaseProcessDTO> getWorkcaseProcessList(TbWorkcaseProcessDTO filter) {
+        List<TbWorkcaseProcessDTO> list = workcaseProcessMapper.selectWorkcaseProcessList(filter);
+        return ResultDomain.success("查询成功", list);
+    }
+
+    @Override
+    public ResultDomain<TbWorkcaseProcessDTO> getWorkcaseProcessPage(PageRequest<TbWorkcaseProcessDTO> pageRequest) {
+        TbWorkcaseProcessDTO filter = pageRequest.getFilter();
+        PageParam pageParam = pageRequest.getPageParam();
+        
+        List<TbWorkcaseProcessDTO> list = workcaseProcessMapper.selectWorkcaseProcessPage(filter, pageParam);
+        long total = workcaseProcessMapper.countWorkcaseProcesses(filter);
+        
+        pageParam.setTotal((int) total);
+        PageDomain<TbWorkcaseProcessDTO> pageDomain = new PageDomain<>(pageParam, list);
+        return ResultDomain.success("查询成功", pageDomain);
+    }
+
+    // ====================== 工单设备管理 ======================
+
+    @Override
+    public ResultDomain<TbWorkcaseDeviceDTO> createWorkcaseDevice(TbWorkcaseDeviceDTO workcaseDevice) {
+        logger.info("创建工单设备: workcaseId={}, device={}", workcaseDevice.getWorkcaseId(), workcaseDevice.getDevice());
+        
+        if (workcaseDevice.getOptsn() == null || workcaseDevice.getOptsn().isEmpty()) {
+            workcaseDevice.setOptsn(IdUtil.getOptsn());
+        }
+        
+        int rows = workcaseDeviceMapper.insertWorkcaseDevice(workcaseDevice);
+        if (rows > 0) {
+            return ResultDomain.success("创建成功", workcaseDevice);
+        }
+        return ResultDomain.failure("创建失败");
+    }
+
+    @Override
+    public ResultDomain<TbWorkcaseDeviceDTO> updateWorkcaseDevice(TbWorkcaseDeviceDTO workcaseDevice) {
+        logger.info("更新工单设备: workcaseId={}, fileId={}", workcaseDevice.getWorkcaseId(), workcaseDevice.getFileId());
+        
+        int rows = workcaseDeviceMapper.updateWorkcaseDevice(workcaseDevice);
+        if (rows > 0) {
+            TbWorkcaseDeviceDTO updated = workcaseDeviceMapper.selectWorkcaseDeviceById(
+                workcaseDevice.getWorkcaseId(), workcaseDevice.getFileId());
+            return ResultDomain.success("更新成功", updated);
+        }
+        return ResultDomain.failure("更新失败");
+    }
+
+    @Override
+    public ResultDomain<TbWorkcaseDeviceDTO> deleteWorkcaseDevice(TbWorkcaseDeviceDTO workcaseDevice) {
+        logger.info("删除工单设备: workcaseId={}, fileId={}", workcaseDevice.getWorkcaseId(), workcaseDevice.getFileId());
+        
+        int rows = workcaseDeviceMapper.deleteWorkcaseDevice(workcaseDevice.getWorkcaseId(), workcaseDevice.getFileId());
+        if (rows > 0) {
+            return ResultDomain.success("删除成功", workcaseDevice);
+        }
+        return ResultDomain.failure("删除失败");
+    }
+
+    @Override
+    public ResultDomain<TbWorkcaseDeviceDTO> getWorkcaseDeviceList(TbWorkcaseDeviceDTO filter) {
+        List<TbWorkcaseDeviceDTO> list = workcaseDeviceMapper.selectWorkcaseDeviceList(filter);
+        return ResultDomain.success("查询成功", list);
+    }
+
+    @Override
+    public ResultDomain<TbWorkcaseDeviceDTO> getWorkcaseDevicePage(PageRequest<TbWorkcaseDeviceDTO> pageRequest) {
+        TbWorkcaseDeviceDTO filter = pageRequest.getFilter();
+        PageParam pageParam = pageRequest.getPageParam();
+        
+        List<TbWorkcaseDeviceDTO> list = workcaseDeviceMapper.selectWorkcaseDevicePage(filter, pageParam);
+        long total = workcaseDeviceMapper.countWorkcaseDevices(filter);
+        
+        pageParam.setTotal((int) total);
+        PageDomain<TbWorkcaseDeviceDTO> pageDomain = new PageDomain<>(pageParam, list);
+        return ResultDomain.success("查询成功", pageDomain);
+    }

 }
--- a/urbanLifelineServ/workcase/src/main/resources/application.yml
+++ b/urbanLifelineServ/workcase/src/main/resources/application.yml
@@ -5,9 +5,9 @@ server:
  #   context-path: /urban-lifeline/workcase  # 微服务架构下，context-path由Gateway管理

 # ================== Auth ====================
-urban-lifeline:
-  auth:
+auth:
  enabled: true
+  gate-way: true
  whitelist:
    - /swagger-ui/**
    - /swagger-ui.html
@@ -17,6 +17,10 @@ urban-lifeline:
    - /error
    - /actuator/health
    - /actuator/info
+    # 微信客服回调接口（无需鉴权）
+    - /workcase/chat/kefu/callback
+    # CRM回调接口（无需鉴权，但需签名验证）
+    - /workcase/receive/crm

 security:
  aes:
--- a/urbanLifelineServ/workcase/src/main/resources/mapper/TbWordCloudMapper.xml
+++ b/urbanLifelineServ/workcase/src/main/resources/mapper/TbWordCloudMapper.xml
@@ -0,0 +1,134 @@
+<?xml version="1.0" encoding="UTF-8"?>
+<!DOCTYPE mapper PUBLIC "-//mybatis.org//DTD Mapper 3.0//EN" "http://mybatis.org/dtd/mybatis-3-mapper.dtd">
+<mapper namespace="org.xyzh.workcase.mapper.TbWordCloudMapper">
+
+    <resultMap id="BaseResultMap" type="org.xyzh.api.workcase.dto.TbWordCloudDTO">
+        <id column="word_id" property="wordId" jdbcType="VARCHAR"/>
+        <result column="word" property="word" jdbcType="VARCHAR"/>
+        <result column="frequency" property="frequency" jdbcType="VARCHAR"/>
+        <result column="category" property="category" jdbcType="VARCHAR"/>
+        <result column="stat_date" property="statDate" jdbcType="VARCHAR"/>
+        <result column="create_time" property="createTime" jdbcType="TIMESTAMP"/>
+        <result column="update_time" property="updateTime" jdbcType="TIMESTAMP"/>
+    </resultMap>
+
+    <sql id="Base_Column_List">
+        word_id, word, frequency, category, stat_date, create_time, update_time
+    </sql>
+
+    <insert id="insertWordCloud" parameterType="org.xyzh.api.workcase.dto.TbWordCloudDTO">
+        INSERT INTO workcase.tb_word_cloud (
+            word_id, word, stat_date
+            <if test="frequency != null">, frequency</if>
+            <if test="category != null">, category</if>
+        ) VALUES (
+            #{wordId}, #{word}, #{statDate}::date
+            <if test="frequency != null">, #{frequency}</if>
+            <if test="category != null">, #{category}</if>
+        )
+    </insert>
+
+    <update id="updateWordCloud" parameterType="org.xyzh.api.workcase.dto.TbWordCloudDTO">
+        UPDATE workcase.tb_word_cloud
+        <set>
+            <if test="word != null and word != ''">word = #{word},</if>
+            <if test="frequency != null">frequency = #{frequency},</if>
+            <if test="category != null">category = #{category},</if>
+            update_time = now()
+        </set>
+        WHERE word_id = #{wordId}
+    </update>
+
+    <select id="selectWordCloudById" resultMap="BaseResultMap">
+        SELECT <include refid="Base_Column_List"/>
+        FROM workcase.tb_word_cloud
+        WHERE word_id = #{wordId}
+    </select>
+
+    <select id="selectWordCloudOne" resultMap="BaseResultMap">
+        SELECT <include refid="Base_Column_List"/>
+        FROM workcase.tb_word_cloud
+        <where>
+            <if test="filter.wordId != null and filter.wordId != ''">
+                AND word_id = #{filter.wordId}
+            </if>
+            <if test="filter.word != null and filter.word != ''">
+                AND word = #{filter.word}
+            </if>
+            <if test="filter.category != null and filter.category != ''">
+                AND category = #{filter.category}
+            </if>
+            <if test="filter.statDate != null and filter.statDate != ''">
+                AND stat_date = #{filter.statDate}::date
+            </if>
+        </where>
+        LIMIT 1
+    </select>
+
+    <select id="selectWordCloudList" resultMap="BaseResultMap">
+        SELECT <include refid="Base_Column_List"/>
+        FROM workcase.tb_word_cloud
+        <where>
+            <if test="filter.wordId != null and filter.wordId != ''">
+                AND word_id = #{filter.wordId}
+            </if>
+            <if test="filter.word != null and filter.word != ''">
+                AND word LIKE CONCAT('%', #{filter.word}, '%')
+            </if>
+            <if test="filter.category != null and filter.category != ''">
+                AND category = #{filter.category}
+            </if>
+            <if test="filter.statDate != null and filter.statDate != ''">
+                AND stat_date = #{filter.statDate}::date
+            </if>
+        </where>
+        ORDER BY frequency DESC, create_time DESC
+    </select>
+
+    <select id="selectWordCloudPage" resultMap="BaseResultMap">
+        SELECT <include refid="Base_Column_List"/>
+        FROM workcase.tb_word_cloud
+        <where>
+            <if test="filter.wordId != null and filter.wordId != ''">
+                AND word_id = #{filter.wordId}
+            </if>
+            <if test="filter.word != null and filter.word != ''">
+                AND word LIKE CONCAT('%', #{filter.word}, '%')
+            </if>
+            <if test="filter.category != null and filter.category != ''">
+                AND category = #{filter.category}
+            </if>
+            <if test="filter.statDate != null and filter.statDate != ''">
+                AND stat_date = #{filter.statDate}::date
+            </if>
+        </where>
+        ORDER BY frequency DESC, create_time DESC
+        LIMIT #{pageParam.pageSize} OFFSET #{pageParam.offset}
+    </select>
+
+    <select id="countWordClouds" resultType="long">
+        SELECT COUNT(*)
+        FROM workcase.tb_word_cloud
+        <where>
+            <if test="filter.wordId != null and filter.wordId != ''">
+                AND word_id = #{filter.wordId}
+            </if>
+            <if test="filter.word != null and filter.word != ''">
+                AND word LIKE CONCAT('%', #{filter.word}, '%')
+            </if>
+            <if test="filter.category != null and filter.category != ''">
+                AND category = #{filter.category}
+            </if>
+            <if test="filter.statDate != null and filter.statDate != ''">
+                AND stat_date = #{filter.statDate}::date
+            </if>
+        </where>
+    </select>
+
+    <update id="incrementFrequency">
+        UPDATE workcase.tb_word_cloud
+        SET frequency = frequency + #{count}, update_time = now()
+        WHERE word_id = #{wordId}
+    </update>
+
+</mapper>
--- a/urbanLifelineServ/workcase/工单流程.md
+++ b/urbanLifelineServ/workcase/工单流程.md
@@ -4,9 +4,10 @@
    2. 当连续3次ai聊天后，询问是否转人工
    3. 用户触发转人工（可能是一开始，就手动触发，没有聊天记录），跳转到微信客服的功能服务
    4. 用户跳转前，必须创建工单
-    5. 同步工单到CRM
-    6. 将工单信息作为微信客服的欢迎语，进行放送，让来客和员工能看到工单的基本信息，从而实现让员工知道工单是哪一个
+    5. ai根据聊天对话，自动生成部分工单信息，预填入小程序的工单创建的表单，
+    6. 创建工单后，同步工单到CRM
+    7. 将工单信息作为微信客服的欢迎语，进行放送，让来客和员工能看到工单的基本信息，从而实现让员工知道工单是哪一个
        <!-- 员工可前往网页查看工单，和相关的聊天记录（ai和来客的对话）以及（员工和来客的对话） -->
-    7. 同步用户和员工在微信客服上的聊天记录，同步到tb_chat表里面，对话人员是来客和客服。（把ai替换成员工进行对话的续接）
-    8. 员工自己更新工单状态，如果在CRM更新工单状态会触发receiveWorkcaseFromCrm，如果在本系统更新工单会触发工单同步到CRM
-    9. 在工单是完成、撤销后，工单、对话进行总结，并更新词云
+    8. 同步用户和员工在微信客服上的聊天记录，同步到tb_chat表里面，对话人员是来客和客服。（把ai替换成员工进行对话的续接）
+    9. 员工自己更新工单状态，如果在CRM更新工单状态会触发receiveWorkcaseFromCrm，如果在本系统更新工单会触发工单同步到CRM
+    10. 在工单是完成、撤销后，工单、对话进行总结，并更新词云