backend/internal/handlers/knowledge.go

@@ -0,0 +1,237 @@
+package handlers
+
+import (
+	"github.com/gin-gonic/gin"
+	"smart-customer-service/config"
+	"smart-customer-service/internal/database"
+	"smart-customer-service/internal/models"
+	"strconv"
+)
+
+type KnowledgeHandler struct {
+	cfg *config.Config
+}
+
+// 知识库列表
+func (h *KnowledgeHandler) ListKnowledgeBases(c *gin.Context) {
+	tenantID, _ := c.Get("tenant_id").(uint)
+	pagesize := c.DefaultQuery("page_size", "10")
+	page := c.DefaultQuery("page", "1")
+
+	limit, _ := strconv.Atoi(pagesize)
+	offset, _ := strconv.Atoi(page)
+
+	var bases []models.KnowledgeBase
+	var total int64
+
+	db := database.DB.Where("tenant_id = ?", tenantID)
+	db.Count(\&total)
+	db.Order("sort_order ASC, created_at DESC").Limit(limit).Offset((offset-1)*limit).Find(\&bases)
+
+	c.JSON(200, gin.H{
+		"total":     total,
+		"page":      page,
+		"page_size": limit,
+		"knowledge_bases": bases,
+	})
+}
+
+// 创建知识库
+func (h *KnowledgeHandler) CreateKnowledgeBase(c *gin.Context) {
+	tenantID, _ := c.Get("tenant_id").(uint)
+
+	var base models.KnowledgeBase
+	if err := c.ShouldBindJSON(\&base); err != nil {
+		c.JSON(400, gin.H{"error": "参数错误", "message": err.Error()})
+		return
+	}
+
+	base.TenantID = tenantID
+	if base.Status == "" {
+		base.Status = models.KBStatusDraft
+	}
+
+	if err := database.DB.Create(\&base).Error; err != nil {
+		c.JSON(500, gin.H{"error": "创建失败", "message": err.Error()})
+		return
+	}
+
+	c.JSON(201, gin.H{
+		"message": "知识库创建成功",
+		"base_id": base.ID,
+	})
+}
+
+// 更新知识库
+func (h *KnowledgeHandler) UpdateKnowledgeBase(c *gin.Context) {
+	idStr := c.Param("id")
+	id, _ := strconv.ParseUint(idStr, 10, 32)
+
+	var base models.KnowledgeBase
+	if err := database.DB.First(\&base, uint(id)).Error; err != nil {
+		c.JSON(404, gin.H{"error": "知识库不存在"})
+		return
+	}
+
+	if err := c.ShouldBindJSON(\&base); err != nil {
+		c.JSON(400, gin.H{"error": "参数错误", "message": err.Error()})
+		return
+	}
+
+	if err := database.DB.Save(\&base).Error; err != nil {
+		c.JSON(500, gin.H{"error": "更新失败", "message": err.Error()})
+		return
+	}
+
+	c.JSON(200, gin.H{"message": "知识库更新成功"})
+}
+
+// 删除知识库
+func (h *KnowledgeHandler) DeleteKnowledgeBase(c *gin.Context) {
+	idStr := c.Param("id")
+	id, _ := strconv.ParseUint(idStr, 10, 32)
+
+	if err := database.DB.Delete(\&models.KnowledgeBase{}, uint(id)).Error; err != nil {
+		c.JSON(500, gin.H{"error": "删除失败", "message": err.Error()})
+		return
+	}
+
+	c.JSON(200, gin.H{"message": "知识库删除成功"})
+}
+
+// 知识条目列表
+func (h *KnowledgeHandler) ListKnowledgeItems(c *gin.Context) {
+	tenantID, _ := c.Get("tenant_id").(uint)
+	status := c.Query("status")
+	pagesize := c.DefaultQuery("page_size", "10")
+	page := c.DefaultQuery("page", "1")
+
+	limit, _ := strconv.Atoi(pagesize)
+	offset, _ := strconv.Atoi(page)
+
+	var items []models.KnowledgeItem
+	var total int64
+
+	db := database.DB.Where("tenant_id = ?", tenantID)
+	if status != "" {
+		db = db.Where("status = ?", status)
+	}
+
+	db.Count(\&total)
+	db.Preload("KnowledgeBase").Order("updated_at DESC").Limit(limit).Offset((offset-1)*limit).Find(\&items)
+
+	c.JSON(200, gin.H{
+		"total":     total,
+		"page":      page,
+		"page_size": limit,
+		"items": items,
+	})
+}
+
+// 创建知识条目
+func (h *KnowledgeHandler) CreateKnowledgeItem(c *gin.Context) {
+	tenantID, _ := c.Get("tenant_id").(uint)
+	knowledgeBaseID := c.PostForm("knowledge_base_id")
+
+	var item models.KnowledgeItem
+	if err := c.ShouldBindJSON(\&item); err != nil {
+		c.JSON(400, gin.H{"error": "参数错误", "message": err.Error()})
+		return
+	}
+
+	item.TenantID = tenantID
+	if knowledgeBaseID != "" {
+		kbID, _ := strconv.ParseUint(knowledgeBaseID, 10, 32)
+		item.KnowledgeBaseID = uint(kbID)
+	}
+	if item.Status == "" {
+		item.Status = models.KnowledgeStatusDraft
+	}
+
+	if err := database.DB.Create(\&item).Error; err != nil {
+		c.JSON(500, gin.H{"error": "创建失败", "message": err.Error()})
+		return
+	}
+
+	c.JSON(201, gin.H{
+		"message": "知识条目创建成功",
+		"item_id": item.ID,
+	})
+}
+
+// 更新知识条目
+func (h *KnowledgeHandler) UpdateKnowledgeItem(c *gin.Context) {
+	idStr := c.Param("id")
+	id, _ := strconv.ParseUint(idStr, 10, 32)
+
+	var item models.KnowledgeItem
+	if err := database.DB.First(\&item, uint(id)).Error; err != nil {
+		c.JSON(404, gin.H{"error": "知识条目不存在"})
+		return
+	}
+
+	if err := c.ShouldBindJSON(\&item); err != nil {
+		c.JSON(400, gin.H{"error": "参数错误", "message": err.Error()})
+		return
+	}
+
+	if err := database.DB.Save(\&item).Error; err != nil {
+		c.JSON(500, gin.H{"error": "更新失败", "message": err.Error()})
+		return
+	}
+
+	c.JSON(200, gin.H{"message": "知识条目更新成功"})
+}
+
+// 删除知识条目
+func (h *KnowledgeHandler) DeleteKnowledgeItem(c *gin.Context) {
+	idStr := c.Param("id")
+	id, _ := strconv.ParseUint(idStr, 10, 32)
+
+	if err := database.DB.Delete(\&models.KnowledgeItem{}, uint(id)).Error; err != nil {
+		c.JSON(500, gin.H{"error": "删除失败", "message": err.Error()})
+		return
+	}
+
+	c.JSON(200, gin.H{"message": "知识条目删除成功"})
+}
+
+// 搜索知识条目
+func (h *KnowledgeHandler) Search(c *gin.Context) {
+	tenantID, _ := c.Get("tenant_id").(uint)
+	keyword := c.Query("keyword")
+	category := c.Query("category")
+
+	var items []models.KnowledgeItem
+	db := database.DB.Where("tenant_id = ? AND (title LIKE ? OR content LIKE ?)", tenantID, "%"+keyword+"%", "%"+keyword+"%")
+	if category != "" {
+		db = db.Where("category = ?", category)
+	}
+
+	db.Preload("KnowledgeBase").Limit(20).Find(\&items)
+
+	c.JSON(200, gin.H{
+		"keyword": keyword,
+		"items": items,
+		"total": len(items),
+	})
+}
+
+// 统计知识库数据量
+func (h *KnowledgeHandler) GetStats(c *gin.Context) {
+	tenantID, _ := c.Get("tenant_id").(uint)
+
+	var totalItems int64
+	var publishedItems int64
+	var draftItems int64
+
+	database.DB.Model(\&models.KnowledgeItem{}).Where("tenant_id = ?", tenantID).Count(\&totalItems)
+	database.DB.Model(\&models.KnowledgeItem{}).Where("tenant_id = ? AND status = ?", tenantID, models.KnowledgeStatusPublished).Count(\&publishedItems)
+	database.DB.Model(\&models.KnowledgeItem{}).Where("tenant_id = ? AND status = ?", tenantID, models.KnowledgeStatusDraft).Count(\&draftItems)
+
+	c.JSON(200, gin.H{
+		"total_items": totalItems,
+		"published": publishedItems,
+		"draft": draftItems,
+	})
+}

backend/internal/handlers/ticket.go

@@ -0,0 +1,204 @@
+package handlers
+
+import (
+	"github.com/gin-gonic/gin"
+	"smart-customer-service/config"
+	"smart-customer-service/internal/database"
+	"smart-customer-service/internal/models"
+	"smart-customer-service/internal/middleware"
+	"strconv"
+	"time"
+)
+
+type TicketHandler struct {
+	cfg *config.Config
+}
+
+func (h *TicketHandler) List(c *gin.Context) {
+	tenantID, _ := c.Get("tenant_id")
+	db := database.DB
+
+	// 查询参数
+	status := c.Query("status")
+	priority := c.Query("priority")
+	category := c.Query("category")
+	pagesize := c.DefaultQuery("page_size", "10")
+	page := c.DefaultQuery("page", "1")
+
+	limit, _ := strconv.Atoi(pagesize)
+	offset, _ := strconv.Atoi(page)
+	q := db.Where("tenant_id = ?", tenantID)
+
+	if status != "" {
+		q = q.Where("status = ?", status)
+	}
+	if priority != "" {
+		q = q.Where("priority = ?", priority)
+	}
+	if category != "" {
+		q = q.Where("category = ?", category)
+	}
+
+	var tickets []models.Ticket
+	var total int64
+	
+	q.Count(&total)
+	q.Preload("User").Order("priority DESC, created_at DESC").Limit(limit).Offset((offset-1)*limit).Find(\&tickets)
+
+	c.JSON(200, gin.H{
+		"total":     total,
+		"page":      page,
+		"page_size": limit,
+		"tickets":   tickets,
+	})
+}
+
+func (h *TicketHandler) Create(c *gin.Context) {
+	userID, _ := c.Get("user_id").(uint)
+	tenantID, _ := c.Get("tenant_id").(uint)
+
+	var ticket models.Ticket
+	if err := c.ShouldBindJSON(\&ticket); err != nil {
+		c.JSON(400, gin.H{"error": "参数错误", "message": err.Error()})
+		return
+	}
+
+	// 生成工单编号
+	now := time.Now()
+	ticket.TicketNumber = h.generateTicketNumber(now)
+	ticket.UserID = \&userID
+	ticket.TenantID = tenantID
+	if ticket.Priority == "" {
+		ticket.Priority = models.TicketPriorityMedium
+	}
+	if ticket.Status == "" {
+		ticket.Status = models.TicketStatusOpen
+	}
+	if ticket.Category == nil {
+		category := models.TicketCategorySupport
+		ticket.Category = \&category
+	}
+
+	if err := database.DB.Create(\&ticket).Error; err != nil {
+		c.JSON(500, gin.H{"error": "创建失败", "message": err.Error()})
+		return
+	}
+
+	c.JSON(201, gin.H{
+		"message":     "工单创建成功",
+		"ticket_id":     ticket.ID,
+		"ticket_number": ticket.TicketNumber,
+	})
+}
+
+func (h *TicketHandler) Get(c *gin.Context) {
+	idStr := c.Param("id")
+	id, _ := strconv.ParseUint(idStr, 10, 32)
+
+	var ticket models.Ticket
+	if err := database.DB.Preload("User").Preload("Assignee").First(\&ticket, uint(id)); err != nil {
+		c.JSON(404, gin.H{"error": "工单不存在"})
+		return
+	}
+
+	c.JSON(200, ticket)
+}
+
+func (h *TicketHandler) Update(c *gin.Context) {
+	idStr := c.Param("id")
+	id, _ := strconv.ParseUint(idStr, 10, 32)
+
+	var ticket models.Ticket
+	if err := database.DB.First(\&ticket, uint(id)).Error; err != nil {
+		c.JSON(404, gin.H{"error": "工单不存在"})
+		return
+	}
+
+	if err := c.ShouldBindJSON(\&ticket); err != nil {
+		c.JSON(400, gin.H{"error": "参数错误", "message": err.Error()})
+		return
+	}
+
+	if err := database.DB.Save(\&ticket).Error; err != nil {
+		c.JSON(500, gin.H{"error": "更新失败", "message": err.Error()})
+		return
+	}
+
+	c.JSON(200, gin.H{"message": "工单更新成功"})
+}
+
+func (h *TicketHandler) Delete(c *gin.Context) {
+	idStr := c.Param("id")
+	id, _ := strconv.ParseUint(idStr, 10, 32)
+
+	if err := database.DB.Delete(\&models.Ticket{}, uint(id)).Error; err != nil {
+		c.JSON(500, gin.H{"error": "删除失败", "message": err.Error()})
+		return
+	}
+
+	c.JSON(200, gin.H{"message": "工单删除成功"})
+}
+
+func (h *TicketHandler) Assign(c *gin.Context) {
+	idStr := c.Param("id"),
+	id, _ := strconv.ParseUint(idStr, 10, 32)
+
+	var ticket models.Ticket
+	if err := database.DB.First(\&ticket, uint(id)).Error; err != nil {
+		c.JSON(404, gin.H{"error": "工单不存在"})
+		return
+	}
+
+	var assignRequest struct {
+		AssignedTo uint `json:"assigned_to"`
+	}
+	if err := c.ShouldBindJSON(\&assignRequest); err != nil {
+		c.JSON(400, gin.H{"error": "参数错误", "message": err.Error()})
+		return
+	}
+
+	ticket.AssignedTo = \&assignRequest.AssignedTo
+	ticket.Status = models.TicketStatusInProgress
+
+	if err := database.DB.Save(\&ticket).Error; err != nil {
+		c.JSON(500, gin.H{"error": "指配失败", "message": err.Error()})
+		return
+	}
+
+	c.JSON(200, gin.H{"message": "工单指配成功"})
+}
+
+func (h *TicketHandler) AddComment(c *gin.Context) {
+	idStr := c.Param("id"),
+	id, _ := strconv.ParseUint(idStr, 10, 32)
+
+	userID, _ := c.Get("user_id").(uint)
+
+	var comment struct {
+		Content    string `json:"content"`
+		IsInternal bool   `json:"is_internal" binding:"required"`
+	}
+	if err := c.ShouldBindJSON(\&comment); err != nil {
+		c.JSON(400, gin.H{"error": "参数错误", "message": err.Error()})
+		return
+	}
+
+	msg := models.TicketMessage{
+		TicketID:   uint(id),
+		UserID:     userID,
+		Content:    comment.Content,
+		IsInternal: comment.IsInternal,
+	}
+
+	if err := database.DB.Create(\&msg).Error; err != nil {
+		c.JSON(500, gin.H{"error": "添加备注失败", "message": err.Error()})
+		return
+	}
+
+	c.JSON(201, gin.H{"message": "备注添加成功", "comment_id": msg.ID})
+}
+
+// generateTicketNumber 生成工单编号
+func (h *TicketHandler) generateTicketNumber(now time.Time) string {
+	return now.Format("20060102") + "-" + "TKT" + "00001"
+}

backend/internal/middleware/auth.go

@@ -0,0 +1,203 @@
+package middleware
+
+import (
+	"errors"
+	"github.com/gin-gonic/gin"
+	"github.com/golang-jwt/jwt/v5"
+	"net/http"
+	"strconv"
+	"strings"
+	"time"
+)
+
+// JWTClaims JWT 声明
+type JWTClaims struct {
+	UserID   uint   `json:"user_id"`
+	Username string `json:"username"`
+	TenantID uint   `json:"tenant_id"`
+	Role     string `json:"role"`
+	jwt.RegisteredClaims
+}
+
+// AuthMiddleware 认证中间件
+func Auth(secretKey string) gin.HandlerFunc {
+	return func(c *gin.Context) {
+		// 获取 Authorization 头
+		authHeader := c.GetHeader("Authorization")
+		if authHeader == "" {
+			c.JSON(http.StatusUnauthorized, gin.H{
+				"error": "缺少认证信息",
+				"message": "请提供 Authorization 头"
+			})
+			c.Abort()
+			return
+		}
+
+		// 解析 Bearer Token
+		parts := strings.SplitN(authHeader, " ", 2)
+		if len(parts) != 2 || parts[0] != "Bearer" {
+			c.JSON(http.StatusUnauthorized, gin.H{
+				"error": "无效的认证格式",
+				"message": "请使用格式：Bearer {token}"
+			})
+			c.Abort()
+			return
+		}
+
+		tokenString := parts[1]
+		claims := &JWTClaims{}
+
+		// 解析 Token
+		token, err := jwt.ParseWithClaims(tokenString, claims, func(token *jwt.Token) (interface{}, error) {
+			// 验证签名算法
+			if _, ok := token.Method.(*jwt.SigningMethodHMAC); !ok {
+				return nil, errors.New("不支持的签名算法")
+			}
+			return []byte(secretKey), nil
+		})
+
+		if err != nil || !token.Valid {
+			c.JSON(http.StatusUnauthorized, gin.H{
+				"error": "无效的 Token",
+				"message": err.Error(),
+			})
+			c.Abort()
+			return
+		}
+
+		// 将解析出的用户信息存入上下文
+		c.Set("user_id", claims.UserID)
+		c.Set("username", claims.Username)
+		c.Set("tenant_id", claims.TenantID)
+		c.Set("role", claims.Role)
+
+		c.Next()
+	}
+}
+
+// GenerateToken 生成 JWT Token
+func GenerateToken(secretKey string, userID uint, username string, tenantID uint, role string) (string, error) {
+	expTime := time.Now().Add(24 * time.Hour) // 24 小时过期
+
+	claims := JWTClaims{
+		UserID:   userID,
+		Username: username,
+		TenantID: tenantID,
+		Role:     role,
+		RegisteredClaims: jwt.RegisteredClaims{
+			ExpiresAt: jwt.NewNumericDate(expTime),
+			IssuedAt:  jwt.NewNumericDate(time.Now()),
+			NotBefore: jwt.NewNumericDate(time.Now()),
+		},
+	}
+
+	token := jwt.NewWithClaims(jwt.SigningMethodHS256, claims)
+	return token.SignedString([]byte(secretKey))
+}
+
+// AdminOnly 仅允许管理员访问
+func AdminOnly() gin.HandlerFunc {
+	return func(c *gin.Context) {
+		role, exists := c.Get("role")
+		if !exists {
+			c.JSON(http.StatusForbidden, gin.H{
+				"error": "未授权",
+				"message": "请先登录"
+			})
+			c.Abort()
+			return
+		}
+
+		roleStr, ok := role.(string)
+		if !ok {
+			c.JSON(http.StatusForbidden, gin.H{
+				"error": "角色信息无效",
+			})
+			c.Abort()
+			return
+		}
+
+		// 检查是否为管理员角色
+		isAdminRole := roleStr == "admin" || roleStr == "super_admin" || roleStr == "system_admin"
+		if !isAdminRole {
+			c.JSON(http.StatusForbidden, gin.H{
+				"error": "权限不足",
+				"message": "需要管理员权限才能访问此资源"
+			})
+			c.Abort()
+			return
+		}
+
+		c.Next()
+	}
+}
+
+// TenantMiddleware 租户中间件（获取当前租户 ID）
+func TenantMiddleware() gin.HandlerFunc {
+	return func(c *gin.Context) {
+		// 尝试从路径参数获取租户 ID
+		tenantIDStr := c.Param("tenant_id")
+		if tenantIDStr == "" {
+			// 如果没有路径参数，从用户信息中获取
+			if tenantID, exists := c.Get("tenant_id"); exists {
+				c.Set("current_tenant_id", tenantID)
+			}
+		} else {
+			// 尝试解析租户 ID
+			if tenantID, err := strconv.ParseUint(tenantIDStr, 10, 32); err == nil {
+				c.Set("current_tenant_id", uint(tenantID))
+			}
+		}
+
+		c.Next()
+	}
+}
+
+// PermissionCheck 权限检查中间件
+func PermissionCheck(requiredPermissions []string) gin.HandlerFunc {
+	return func(c *gin.Context) {
+		permissionSet, exists := c.Get("permissions")
+		if !exists {
+			c.JSON(http.StatusForbidden, gin.H{
+				"error": "未授权",
+				"message": "请先登录"
+			})
+			c.Abort()
+			return
+		}
+
+		userPermissions, ok := permissionSet.([]string)
+		if !ok {
+			c.JSON(http.StatusForbidden, gin.H{
+				"error": "权限信息无效",
+			})
+			c.Abort()
+			return
+		}
+
+		// 检查是否拥有所有必需权限
+		for _, required := range requiredPermissions {
+			if !contains(userPermissions, required) {
+				c.JSON(http.StatusForbidden, gin.H{
+					"error": "权限不足",
+					"message": "需要权限:",
+					"required": required,
+				})
+				c.Abort()
+				return
+			}
+		}
+
+		c.Next()
+	}
+}
+
+// contains 检查切片是否包含元素
+func contains(slice []string, item string) bool {
+	for _, s := range slice {
+		if s == item {
+			return true
+		}
+	}
+	return false
+}

backend/internal/models/knowledge.go

@@ -0,0 +1,103 @@
+package models
+
+import (
+	"gorm.io/gorm"
+	"time"
+)
+
+// KnowledgeBase 知识库模型
+type KnowledgeBase struct {
+	ID          uint       `gorm:"primaryKey;autoIncrement" json:"id"`
+	TenantID    uint       `gorm:"not null;index;comment:租户 ID" json:"tenant_id"`
+	Name        string     `gorm:"size:200;not null;comment:知识库名称" json:"name"`
+	Slug        string     `gorm:"unique;size:100;not null;comment:知识库唯一标识" json:"slug"`
+	Description *string    `gorm:"type:text;comment:知识库描述" json:"description"`
+	Icon        *string    `gorm:"size:100;comment:图标" json:"icon"`
+	SortOrder   int        `gorm:"default:0;comment:排序" json:"sort_order"`
+	Status      string     `gorm:"default:'draft';comment:状态 (draft/published/archived)" json:"status"`
+	CreatedAt   time.Time  `json:"created_at"`
+	UpdatedAt   time.Time  `json:"updated_at"`
+	DeletedAt   gorm.DeletedAt `gorm:"index" json:"deleted_at"`
+
+	// 关联
+	Tenant        *Tenant            `gorm:"foreignKey:TenantID" json:"tenant,omitempty"`
+	KnowledgeItems []KnowledgeItem   `gorm:"foreignKey:KnowledgeBaseID" json:"items,omitempty"`
+}
+
+// TableName 指定表名
+func (KnowledgeBase) TableName() string {
+	return "knowledge_bases"
+}
+
+// KnowledgeItem 知识库条目模型
+type KnowledgeItem struct {
+	ID             uint           `gorm:"primaryKey;autoIncrement" json:"id"`
+	TenantID       uint           `gorm:"not null;index;comment:租户 ID" json:"tenant_id"`
+	KnowledgeBaseID uint          `gorm:"not null;index;comment:知识库 ID" json:"knowledge_base_id"`
+	Title          string         `gorm:"size:500;not null;comment:标题" json:"title"`
+	Slug           string         `gorm:"size:200;not null;comment:唯一标识" json:"slug"`
+	Content        string         `gorm:"type:longtext;not null;comment:内容 (Markdown)" json:"content"`
+	Summary        *string        `gorm:"type:text;comment:摘要" json:"summary"`
+	Tags           *string        `gorm:"type:json;comment:标签 (JSON)" json:"tags"`
+	Metadata       *string        `gorm:"type:text;comment:元数据 (JSON)" json:"metadata"`
+	AuthorID       *uint          `gorm:"comment:作者 ID" json:"author_id"`
+	Status         string         `gorm:"default:'draft';index;comment:状态 (draft/review/published/archived)" json:"status"`
+	Views          int            `gorm:"default:0;comment:浏览次数" json:"views"`
+	CreatedAt      time.Time      `json:"created_at"`
+	UpdatedAt      time.Time      `json:"updated_at"`
+	DeletedAt      gorm.DeletedAt `gorm:"index" json:"deleted_at"`
+
+	// 关联
+	Tenant        *Tenant        `gorm:"foreignKey:TenantID" json:"tenant,omitempty"`
+	Author        *User          `gorm:"foreignKey:AuthorID" json:"author,omitempty"`
+	KnowledgeBase *KnowledgeBase `gorm:"foreignKey:KnowledgeBaseID" json:"knowledge_base,omitempty"`
+}
+
+// TableName 指定表名
+func (KnowledgeItem) TableName() string {
+	return "knowledge_items"
+}
+
+// KnowledgeCategory 知识库分类
+type KnowledgeCategory struct {
+	ID          uint       `gorm:"primaryKey;autoIncrement" json:"id"`
+	KnowledgeBaseID uint   `gorm:"not null;index" json:"knowledge_base_id"`
+	ParentID    *uint      `gorm:"index" json:"parent_id"`
+	Name        string     `gorm:"size:200;not null" json:"name"`
+	Slug        string     `gorm:"size:100;not null" json:"slug"`
+	Description *string    `gorm:"type:text" json:"description"`
+	Icon        *string    `gorm:"size:100" json:"icon"`
+	SortOrder   int        `gorm:"default:0" json:"sort_order"`
+	Status      string     `gorm:"default:'active'" json:"status"`
+	CreatedAt   time.Time  `json:"created_at"`
+	UpdatedAt   time.Time  `json:"updated_at"`
+	DeletedAt   gorm.DeletedAt `gorm:"index" json:"deleted_at"`
+}
+
+// TableName 指定表名
+func (KnowledgeCategory) TableName() string {
+	return "knowledge_categories"
+}
+
+// 知识库状态枚举
+const (
+	KBStatusDraft     = "draft"
+	KBStatusPublished = "published"
+	KBStatusArchived  = "archived"
+)
+
+// 知识库条目状态枚举
+const (
+	KnowledgeStatusDraft   = "draft"
+	KnowledgeStatusReview  = "review"
+	KnowledgeStatusPublished = "published"
+	KnowledgeStatusArchived = "archived"
+)
+
+// KnowledgeSearchResult 知识库搜索结果
+type KnowledgeSearchResult struct {
+	Item      KnowledgeItem `json:"item"`
+	Score     float64       `json:"score"`        // 相关度得分
+	Matched   string        `json:"matched"`      // 匹配的文本片段
+	Category  string        `json:"category"`     // 分类
+}

backend/internal/models/ticket.go

@@ -0,0 +1,108 @@
+package models
+
+import (
+	"time"
+
+	"gorm.io/gorm"
+)
+
+// Ticket 工单模型
+type Ticket struct {
+	ID             uint           `gorm:"primaryKey;autoIncrement" json:"id"`
+	TicketNumber   string         `gorm:"unique;size:50;not null;comment:工单编号" json:"ticket_number"`
+	TenantID       uint           `gorm:"not null;index;comment:租户 ID" json:"tenant_id"`
+	UserID         *uint          `gorm:"index;comment:用户 ID" json:"user_id"`
+	Title          string         `gorm:"size:500;not null;comment:工单标题" json:"title"`
+	Description    string         `gorm:"type:text;not null;comment:工单描述" json:"description"`
+	Category       *string        `gorm:"size:100;comment:工单分类" json:"category"`
+	Priority       string         `gorm:"default:'medium';index;comment:优先级 (low/medium/high/urgent)" json:"priority"`
+	Status         string         `gorm:"default:'open';index;comment:状态 (open/pending/in_progress/resolved/closed)" json:"status"`
+	AssignedTo     *uint          `gorm:"index;comment:指配给" json:"assigned_to"`
+	DueDate        *time.Time     `gorm:"comment:截止日期" json:"due_date"`
+	Resolution     *string        `gorm:"type:text;comment:解决方案" json:"resolution"`
+	Metadata       *string        `gorm:"type:text;comment:元数据 (JSON)" json:"metadata"`
+	CreatedAt      time.Time      `json:"created_at"`
+	UpdatedAt      time.Time      `json:"updated_at"`
+	DeletedAt      gorm.DeletedAt `gorm:"index" json:"deleted_at"`
+
+	// 关联
+	User        *User   `gorm:"foreignKey:UserID" json:"user,omitempty"`
+	Assignee    *User   `gorm:"foreignKey:AssignedTo" json:"assignee,omitempty"`
+	Tenat       *Tenant `gorm:"foreignKey:TenatID" json:"tenant,omitempty"`
+	Messages    []TicketMessage `json:"messages,omitempty"`
+	Attachments []Attachment    `json:"attachments,omitempty"`
+}
+
+// TableName 指定表名
+func (Ticket) TableName() string {
+	return "tickets"
+}
+
+// TicketMessage 工单消息
+type TicketMessage struct {
+	ID            uint       `gorm:"primaryKey;autoIncrement" json:"id"`
+	TicketID      uint       `gorm:"not null;index;comment:工单 ID" json:"ticket_id"`
+	UserID        uint       `gorm:"not null;comment:发送者 ID" json:"user_id"`
+	Content       string     `gorm:"type:text;not null;comment:消息内容" json:"content"`
+	ContentType   string     `gorm:"default:'text';comment:类型 (text/image/file)" json:"content_type"`
+	ContentURL    *string    `gorm:"size:1000;comment:内容 URL" json:"content_url"`
+	IsInternal    bool       `gorm:"default:false;comment:是否内部备注" json:"is_internal"`
+	Metadata      *string    `gorm:"type:text;comment:元数据" json:"metadata"`
+	CreatedAt     time.Time  `json:"created_at"`
+	DeletedAt     gorm.DeletedAt `gorm:"index" json:"deleted_at"`
+
+	Ticket *Ticket `gorm:"foreignKey:TicketID" json:"ticket,omitempty"`
+}
+
+// TableName 指定表名
+func (TicketMessage) TableName() string {
+	return "ticket_messages"
+}
+
+// Attachment 附件
+type Attachment struct {
+	ID          uint     `gorm:"primaryKey;autoIncrement" json:"id"`
+	TenantID    uint     `gorm:"not null;index;comment:租户 ID" json:"tenant_id"`
+	TicketID    uint     `gorm:"not null;index;comment:工单 ID" json:"ticket_id"`
+	FileName    string   `gorm:"size:500;not null;comment:文件名" json:"file_name"`
+	FileURL     string   `gorm:"not null;comment:文件 URL" json:"file_url"`
+	FileSize    uint64   `gorm:"comment:文件大小 (字节)" json:"file_size"`
+	MIMEType    string   `gorm:"size:100;comment:MIME 类型" json:"mime_type"`
+	Description *string  `gorm:"comment:描述" json:"description"`
+	CreatedAt   time.Time  `json:"created_at"`
+	DeletedAt   gorm.DeletedAt `gorm:"index" json:"deleted_at"`
+
+	Ticket *Ticket `gorm:"foreignKey:TicketID" json:"ticket,omitempty"`
+}
+
+// TableName 指定表名
+func (Attachment) TableName() string {
+	return "attachments"
+}
+
+// 工单状态枚举
+const (
+	TicketStatusOpen       = "open"
+	TicketStatusPending    = "pending"
+	TicketStatusInProgress = "in_progress"
+	TicketStatusResolved   = "resolved"
+	TicketStatusClosed     = "closed"
+)
+
+// 工单优先级枚举
+const (
+	TicketPriorityLow     = "low"
+	TicketPriorityMedium  = "medium"
+	TicketPriorityHigh    = "high"
+	TicketPriorityUrgent  = "urgent"
+)
+
+// 工单分类枚举
+const (
+	TicketCategoryTechnical  = "technical"     // 技术问题
+	TicketCategoryBug        = "bug"           // Bug 报告
+	TicketCategoryFeature    = "feature"       // 功能请求
+	TicketCategorySupport    = "support"       // 技术支持
+	TicketCategoryBilling    = "billing"       // 计费问题
+	TicketCategoryOther      = "other"         // 其他
+)

backend/internal/router/router.go

@@ -197,8 +197,19 @@ func (r *Router) setupTicketRoutes(g *gin.RouterGroup) {
 
 // setupKnowledgeRoutes 配置知识库路由
 func (r *Router) setupKnowledgeRoutes(g *gin.RouterGroup) {
-	g.GET("/knowledge", r.handlers.Knowledge.List)
-	g.POST("/knowledge", r.handlers.Knowledge.Create)
-	g.PUT("/knowledge/:id", r.handlers.Knowledge.Update)
-	g.DELETE("/knowledge/:id", r.handlers.Knowledge.Delete)
+	// 知识库管理
+	g.GET("/knowledge/bases", r.handlers.Knowledge.ListKnowledgeBases)
+	g.POST("/knowledge/bases", r.handlers.Knowledge.CreateKnowledgeBase)
+	g.PUT("/knowledge/bases/:id", r.handlers.Knowledge.UpdateKnowledgeBase)
+	g.DELETE("/knowledge/bases/:id", r.handlers.Knowledge.DeleteKnowledgeBase)
+	
+	// 知识条目管理
+	g.GET("/knowledge/items", r.handlers.Knowledge.ListKnowledgeItems)
+	g.POST("/knowledge/items", r.handlers.Knowledge.CreateKnowledgeItem)
+	g.PUT("/knowledge/items/:id", r.handlers.Knowledge.UpdateKnowledgeItem)
+	g.DELETE("/knowledge/items/:id", r.handlers.Knowledge.DeleteKnowledgeItem)
+	
+	// 搜索和统计
+	g.GET("/knowledge/search", r.handlers.Knowledge.Search)
+	g.GET("/knowledge/stats", r.handlers.Knowledge.GetStats)
 }