千问-工单支持 (QianWen Support)

Manage support tickets via QianWen CLI v1.2.0+ qianwen support commands. Supports the full ticket lifecycle: create, list, view, reply, close, and rate.

This skill can be loaded by any Agent that supports Agent Skills and can execute local commands. Other QianWen Skills (auth, usage, model selection, etc.) are optional collaborators — when present they provide deeper domain diagnostics; when absent, this skill continues with QianWen CLI read-only checks and never blocks ticket management.

Skill Directory

| Location | Purpose | |----------|---------| | references/auth-flow.md | Full authentication procedure (load when login is needed) | | references/ticket-categories.md | Category keyword mapping reference |

Prerequisites

QianWen CLI v1.2.0+ (verify: qianwen version). Install: npm install -g @qianwenai/qianwen-cli. Node.js >= 18.
Authentication: CLI session via qianwen auth login (browser device flow). For full auth procedure, load references/auth-flow.md.

Security

NEVER output any credential value in plaintext. Report only status (e.g. "authenticated" / "expired").

Sensitive Info Masking (Descriptions & Replies)

When composing ticket descriptions or drafting replies, always mask sensitive info:

❌ Never include: full email, user ID, phone number, API key, AccessKey, password
✅ Use masked formats:
- Email: zephy*****@gmail.com
- Phone: 138****1234
- API Key / AccessKey: sk-****xxxx（仅保留前 3 位和后 4 位）
- 用户 ID / 工号: 08****94

Two Credential Systems — Never Confuse

| Credential | Purpose | How to provide | |------------|---------|----------------| | API Key (sk-...) | Call model APIs in code | $DASHSCOPE_API_KEY / $QIANWEN_API_KEY env var | | CLI session | Authorize CLI subcommands | qianwen auth login (browser device flow) |

Red line: Never offer $DASHSCOPE_API_KEY to fix CLI AUTH_REQUIRED errors.

Authentication Flow (TL;DR)

qianwen auth status --format json → authenticated: true → skip to commands
qianwen auth login --init-only --format json → extract verification_url → open in browser
qianwen auth login --complete --format json → poll until success event

Full procedure (two-phase login, JSON events, TTY handling): load references/auth-flow.md.

General Rule: Web Portal Guidance

Whenever guiding users to the QianWen cloud ticket page (for any reason: viewing screenshots, performing authorization, uploading attachments, etc.), always provide the specific ticket link so users can click directly:

https://platform.qianwenai.com/home/support/detail?id=<ticket-id>

Never just say "please log in to the web portal" without providing the actual link.

General Rule: Ticket ID Hyperlinks

每次输出中出现工单号时，必须将其格式化为超链接，指向对应的工单详情页：

https://platform.qianwenai.com/home/support/detail?id={工单号}

示例：

正确：工单 0005PYGCW
错误：工单 0005PYGCW（无链接）

此规则适用于所有场景：工单创建成功、查看工单状态、展示工程师回复、引导用户操作等。只要工单号出现在给用户的消息中，就必须附带超链接。

General Rule: Customer Intent Fidelity

严禁在没有证据的情况下，直接改写客户意图。 工单描述、回复内容中涉及用户原始表达的部分，必须忠实保留用户原话和原意。

允许的操作（结构化整理，不改原意）：

添加 [QianWen-CLI] 前缀和章节标题（[Symptom]/[Impact] 等）
将用户零散描述归入对应章节
补充诊断数据（qianwen doctor 输出、usage logs 记录等客观事实）
对敏感信息做掩码处理

严禁的操作（改写意图）：

❌ 将用户的口语化描述"翻译"为正式术语（如用户说"访问不了"→改写为"网络连通性故障"）
❌ 替用户补充未提及的问题现象或影响范围
❌ 将用户明确表达的意思改为"更准确"的表述
❌ 在回复中替用户做决定（如用户说"补充错误日志"，agent 改写为"请求技术支持"）

核心原则：可以整理结构，不可改写原意。 用户说了什么就写什么，agent 只负责排版和补充客观数据，不得替代用户表达。

General Rule: Reply Workflow

When a ticket has engineer replies and the user needs to respond, must follow this three-step workflow in order:

完整展示工程师回复：将工程师的回复内容原封不动地呈现给用户（遵循 Phase 4 的完整转述规则），不得删减、概括或改写。
等待用户指示：展示完毕后，明确询问用户希望如何回复，等待用户给出具体指示。不得自行推测用户意图或代替用户决定回复内容。
草拟回复并提交：根据用户指示草拟回复内容，展示给用户确认后再提交。未经用户确认，不得直接发送回复。

核心原则：展示 → 等指示 → 草拟确认 → 提交。 每一步都不可跳过，不可合并。

General Rule: Proactive Notification Prohibition

本 Skill 不支持主动通知。 没有轮询、监听或推送机制，无法在工程师回复后自动通知用户。因此，严禁向用户做出任何类似"有新回复我会第一时间告诉你"、"我会持续关注"、"收到回复后通知你"等主动通知的承诺。

禁止的表述（示例）：

❌ "有新回复我会第一时间告诉你"
❌ "我会持续关注工单进展"
❌ "收到工程师回复后通知你"
❌ "我会在收到回复后及时告知"

允许的表述（替代方案）：

✅ "预计 24 小时内回复，您可以随时让我查看工单最新状态。"
✅ "如需查看进展，请告诉我，我会帮您查询工单最新回复。"
✅ "您可以稍后让我执行 查看工单 <id> 来获取最新回复。"

核心原则：不承诺主动通知，只引导用户主动查询。 每次需要了解进展时，由用户发起查看请求，Agent 执行 qianwen support view <id> 获取最新状态。

General Rule: Authorization Requests — Immediate Stop

当工程师要求客户提供授权时，立即停止所有其他操作，优先处理授权引导。 这是一条核心规则，只要触发就必须执行，不可跳过或延迟。

触发条件：工程师回复中包含任何授权相关请求（如 API Key 重新生成、账户验证、权限授予、身份确认等）。

触发后必须执行的动作：

立即停止当前工作流：不再执行任何其他操作（如草拟回复、继续诊断等），优先处理授权引导。
明确告知禁止 Agent 操作：直接告知用户"授权操作禁止在 Agent 中执行，必须由您本人登录千问AI平台工单页面完成"。
提供工单链接：必须提供对应工单的链接，便于用户直接点击打开操作：https://platform.qianwenai.com/home/support/detail?id=<ticket-id>
完整转述授权要求：将工程师要求的具体授权事项原封不动地转述给用户，帮助用户了解需要做什么。

核心原则：触发授权 → 停止一切 → 引导登录 → 提供链接 → 转述要求。 此规则优先级高于其他所有工作流规则。

Core Workflow

Phase 0: Pre-flight Checks (silent)

qianwen auth status --format json   # 1. Check auth
qianwen version                      # 2. Check CLI version (need >= 1.2.0)
qianwen doctor --format json         # 3. Collect diagnostics

Only surface issues to the user if a check blocks the operation.

Optional Collaboration and Fallback

QianWen CLI accurately executes queries and operations; this Skill calls CLI directly for basic diagnostics and ticket management. Other QianWen Skills are not more capable and not required dependencies — they accumulate finer judgment in specific domains (auth, usage, billing, model selection, etc.).

Rules:

When the corresponding domain Skill is detected and installed: prefer its specialized diagnostic flow for deeper investigation.
When the corresponding domain Skill is not installed: execute this Skill's own read-only basic checks using QianWen CLI.
Never block ticket management (create, list, view, reply, close, rate) due to missing domain Skills.
Never claim professional diagnostics this Skill does not possess — be honest about what was checked.
When basic diagnostics cannot resolve the issue, display the ticket draft and obtain user confirmation before submitting.

| Problem type | Domain Skill available | Only Support installed | |---|---|---| | Model API returns 401 | Use qianwen-ops-auth for API Key investigation | Distinguish whether the 401 comes from model API or qianwen support command; only report whether Key is set, never display Key value; never use qianwen auth login to fix a model API 401 | | Usage or quota anomaly | Use qianwen-usage for detailed query and explanation | Run qianwen usage summary and other read-only commands; state clearly when data is unavailable | | Billing or top-up issue | Use qianwen-payment for fund safety flow | Only read balance; do not proactively judge insufficient balance, do not initiate top-up, do not open top-up page | | Model not found | Use qianwen-model-selector for capability lookup and alternatives | Only use qianwen models search to verify model existence; do not fabricate alternative models | | Text/image/video/audio failure | Use corresponding execution Skill for parameter and task status investigation | Collect model, time, error code, request-id; run doctor or usage logs; do not pretend to have domain parameter diagnostics | | request-id or 4xx/5xx call records | Use qianwen-usage or call CLI directly | Use qianwen usage logs directly — does not require Usage Skill to be installed |

Phase 1: Auto-Diagnosis (avoid unnecessary tickets)

CRITICAL: Two types of 401 — never confuse them.

| 401 source | Cause | Correct fix | Wrong fix | |---|---|---|---| | qianwen support command returns 401 | CLI session token expired | qianwen auth login → verify with qianwen auth status | — | | Model API (e.g. qwen-text, qwen-vision) returns 401 | API Key invalid, missing, or mismatched | If qianwen-ops-auth installed: use it. Otherwise: report Key status (set/unset), never display Key value, guide user to regenerate on web portal | qianwen auth login (CLI login cannot fix model API 401) |

Diagnosis decision tree:

Identify the error source: which command or API returned the error?
If the error is from qianwen support commands → handle as CLI session issue → qianwen auth login
If the error is from model API calls → handle as API Key issue → do NOT run qianwen auth login
If unsure, run qianwen doctor --format json for environment diagnostics first

Full diagnostic capabilities:

| Problem category | CLI auto-resolve | |---|---| | CLI session expired / qianwen support 401 | qianwen auth login → verify with qianwen auth status | | Model API 401 (API Key issue) | Distinguish source; report Key status only; guide to web portal if qianwen-ops-auth not available | | Quota exhausted | qianwen usage summary --format json → suggest model switch or plan upgrade | | CLI version mismatch | qianwen update → verify with qianwen version | | Config error | qianwen config list --format json → identify and fix | | Network/connectivity | qianwen doctor --format json → report diagnostics | | Model not found | qianwen models search "<keyword>" --format json → suggest alternatives | | 4xx/5xx errors or request-id lookup | qianwen usage logs --format json → query by status code or request-id (CLI v1.4.0+) |

Only create a ticket if CLI auto-resolve fails or the issue is clearly a platform bug.

Phase 2: Ticket Creation

2.1 Fetch categories (always dynamic, never hardcode)

qianwen support create --list-categories --format json

Select the category that best matches the user's issue. Use references/ticket-categories.md for keyword mapping guidance.

2.2 Compose description

Must start with [QianWen-CLI] prefix. First sentence becomes the ticket title. Max 2000 chars.

[QianWen-CLI] Concise issue summary (≤20 chars, becomes title)

[Symptom]
- What happened / When it started / Frequency

[Impact]
- Affected models/features / Business impact

[Steps tried]
- Attempted fix 1 → result
- Attempted fix 2 → result

[Error details]
- Error code / HTTP status / Relevant log snippet

[Diagnostics]
- qianwen doctor output (summarized)

注意： 上述模板仅用于结构化整理。各章节中涉及用户原始描述的内容，必须忠实保留用户原话（见 General Rule: Customer Intent Fidelity）。可以排版，不可改写。

2.3 Display draft and confirm

Show the ticket draft to the user. Only after user confirms, submit:

qianwen support create \
  --category-id <id> \
  --description "[QianWen-CLI] <summary>. <detailed description>..." \
  --format json

Phase 3: Post-Creation

⚠️ 必须安全提取工单号，不得假定返回结构。（MUST — 阻塞级规则）

create 的返回体中 Data 字段可能是对象（含 vid/Vid 键），也可能直接是工单号字符串。直接对返回值调用 .get() 会导致 AttributeError: 'str' object has no attribute 'get' 崩溃。必须用以下命令安全提取：

# Step 1: 执行 create 并捕获完整 JSON 输出
RESPONSE=$(qianwen support create \
  --category-id <id> \
  --description "<description>" \
  --format json)

# Step 2: 用 jq 安全提取工单号——自动适配 Data 为字符串或对象
#   - Data 是字符串 → 直接取值（API 直接返回工单号字符串）
#   - Data 是对象   → 取 .vid 或 .Vid
#   - 其他          → 返回空字符串
TICKET_ID=$(echo "$RESPONSE" | jq -r '
  .Data |
  if type == "string" then .
  elif type == "object" then (.vid // .Vid // "")
  else ""
  end
')

# Step 3: 验证提取结果
echo "Extracted ticket_id: $TICKET_ID"

提取到工单号时（TICKET_ID 非空）：

报告工单号和链接：https://platform.qianwenai.com/home/support/detail?id=<ticket-id>
报告当前状态和预期响应时间（通常 24 小时）

提取不到工单号时（TICKET_ID 为空或 RESPONSE 异常）：

绝不编造工单号，也不得输出"创建成功"之类未经证实的结论
必须回查：运行 qianwen support list --page 1 --page-size 5 --format json，检查最近工单列表中是否出现刚提交的工单
若回查到 → 用真实工单号继续报告
若回查也无法确认 → 明确告知用户"工单提交结果无法确认"，附上原始返回摘要，并提供官网工单页链接供用户自行核对：https://platform.qianwenai.com/home/support

Empty Result Verification (list 返回空时必须校验)

⚠️ list 返回空列表不等于"没有工单"。（MUST — 体验级规则）

无效或已过期的 token 可能导致后端静默返回空列表（HTTP 200 + tickets: []）而非报错，若直接告知用户"您暂无工单"就是误报。拿到空列表时，必须执行以下校验流程：

# Step 1: 检测空列表
LIST_RESULT=$(qianwen support list --page 1 --page-size 10 --format json)
TICKET_COUNT=$(echo "$LIST_RESULT" | jq -r '.total // (.tickets | length) // 0')

# Step 2: 如果为空，立即校验认证状态
if [ "$TICKET_COUNT" = "0" ] || [ "$TICKET_COUNT" = "" ]; then
    AUTH_RESULT=$(qianwen auth status --format json)
    AUTHENTICATED=$(echo "$AUTH_RESULT" | jq -r '.authenticated')

    # Step 2a: 认证失败 → 重新登录后重查
    if [ "$AUTHENTICATED" = "false" ]; then
        echo "认证失效导致空列表（假空），执行重新登录..."
        qianwen auth login --init-only --format json
        # ... 完成登录流程后重跑 list
        # 不得告知用户"暂无工单"

    # Step 2b: 认证正常 → 确实没有工单
    else
        echo "认证正常，账号下确实暂无工单"
        # → 正常告知用户"当前账号下暂无工单"
    fi
fi

补充判据（出现任一情况时，即使 auth status 显示已认证也应存疑并提示用户）：

用户明确表示自己提过工单，但列表为空 → 提示可能是账号不一致或会话异常，建议到官网核对：https://platform.qianwenai.com/home/support
同一会话中此前能列出工单、突然变空 → 优先怀疑 token 静默过期，先重新认证再重查

核心原则：空结果先验证认证，再下结论。 绝不把"可能的认证失效"当作"没有数据"报告给用户。

Phase 4: Viewing Customer Service Replies

When using qianwen support view <id> to read customer service replies:

⚠️ 首先检查工单是否处于终态：

status = ticket.status  // 从 qianwen support view 返回的 JSON 中获取

if status in ["closed", "resolved", "confirmed"]:
    // 终态 — 无法回复或修改
    展示工单摘要（标题、日期、最后消息）
    告知用户："该工单已处于终态（{status}），无法回复。"
    询问："是否创建新工单？"
    return

// 非终态 — 继续展示客服回复
if ticket has replies:
    完整转述客服回复（禁止修改）
    如有截图，引导用户到 Web 门户查看

终态状态速查：

| 状态码 | 中文名称 | 是否终态 | 能否回复 | |--------|----------|----------|----------| | created | 已创建 | 否 | 否（等待分配） | | assigned / dealing / processing | 已分配 / 处理中 | 否 | 是 | | waiting_user / wait_feedback | 待反馈 | 否 | 是（需先补充信息） | | resolved | 待你评价 | 是 | 否 | | closed | 已关闭 | 是 | 否 | | confirmed | 已完成 | 是 | 否 |

关键规则： 只要 status 是 closed、resolved 或 confirmed 中的任何一个，就绝对不能尝试回复或关闭工单。

完整转述，禁止修改：客服的回复内容必须原封不动地呈现给用户，不得删减、概括、改写或重新组织。即使回复中存在错别字、格式问题或表述不清，也必须保持原文。
截图处理：如果客服在回复中提供了截图（图片链接或附件），CLI 无法直接展示图片。此时应：
- 告知用户："客服在回复中提供了截图，请登录千问AI平台工单页面查看。"
- 提供工单链接：https://platform.qianwenai.com/home/support/detail?id=<ticket-id>
- 说明截图的大致位置或上下文（如"截图位于客服回复的第 2 条消息中"）

示例：

Agent (to user):
📋 工单 [0005PYGCW](https://platform.qianwenai.com/home/support/detail?id=0005PYGCW) — 客服回复如下：

---
[客服 · 2026-07-09 14:30]
您好，经排查您反馈的 401 错误是由于 API Key 过期导致的。请您重新生成 API Key 后重试，操作步骤如下：
1. 登录 https://platform.qianwenai.com/api-keys
2. 点击「创建新的 API Key」
3. 替换代码中的旧 Key

（客服提供了截图，请登录工单页面查看：https://platform.qianwenai.com/home/support/detail?id=0005PYGCW）
---

Attachments

本 Skill 禁止上传任何附件。 无论用户要求上传什么类型的附件（图片、文档、日志、截图、压缩包等），均必须拒绝并引导用户登录千问AI平台工单页面自行操作。

禁止范围包括但不限于：

图片文件（PNG、JPG、GIF 等）
文档文件（PDF、Word、Excel、TXT 等）
日志文件
截图
压缩包（ZIP、RAR 等）
任何其他类型的文件

标准回复：

⚠️ 本 Skill 不支持上传附件。请登录千问AI平台工单页面上传：
👉 https://platform.qianwenai.com/home/support/detail?id=<ticket-id>

注意： 即使在工单描述中需要引用截图或日志内容，也只能以文本形式描述，不得尝试上传文件。

Batch Operations

本 Skill 不支持批量操作。 无论用户要求批量创建、批量回复、批量关闭、批量评价还是批量查询工单，均必须拒绝并引导用户登录千问AI平台工单页面自行操作。

不支持的批量操作包括但不限于：

批量创建工单（一次提交多个工单）
批量回复工单（对多个工单同时发送回复）
批量关闭工单（一次性关闭多个工单）
批量评价工单（对多个工单同时评分）
批量导出工单数据

标准回复：

⚠️ 本 Skill 不支持批量操作，仅支持逐个处理工单。
如需批量操作，请登录千问AI平台工单页面：
👉 https://platform.qianwenai.com/home/support

替代方案： 如果用户需要处理多个工单，可以逐个进行操作。每次只处理一个工单，完成后再处理下一个。

CLI Command Reference

All commands should use --format json for machine-parseable output. Parse JSON and present human-readable summaries to the user.

| Command | Purpose | Key flags | |---------|---------|-----------| | qianwen support create | Create ticket | --category-id <id> --description "<text>" --format json | | qianwen support create | List categories | --list-categories --format json | | qianwen support list | List all tickets | --page <n> --page-size <n> --format json | | qianwen support view <id> | View ticket + messages | --format json | | qianwen support reply <id> | Reply to ticket | --message "<text>" --format json | | qianwen support close <id> | Close/cancel ticket | --yes --format json | | qianwen support rate <id> | Rate resolved ticket | --rating <0-2> --comment "<text>" --format json | | qianwen doctor | Run diagnostics | --format json | | qianwen auth status | Check auth state | --format json | | qianwen usage logs | Query API call records (4xx/5xx, request-id) | --status <code> --request-id <id> --format json (CLI v1.4.0+) | | qianwen usage summary | Query usage/quota summary | --format json |

Ticket Status Flow

Tickets can be in the following statuses. The table includes both legacy status names and coded statuses — CLI may return either form.

| Code | Status | 中文名称 | 说明 | |------|--------|----------|------| | — | created | 已创建 | 工单刚提交 | | — | assigned | 已分配 / 待响应 | 工单已分配给工程师 | | — | processing / dealing | 处理中 | 工程师正在处理 | | — | waiting_user / wait_feedback | 待反馈 | 等待用户补充信息 (Pending your feedback) | | — | feedback | 已反馈 | 用户已补充信息 | | — | wait_confirm | 待确认 | 工程师已解决，等待用户确认 | | — | resolved | 待你评价 | 工单已解决，等待用户评价（终态） | | — | closed | 已关闭 | 工单已关闭/取消（终态） | | 6 | confirmed | 已完成 | 用户已确认完成（终态） |

Note: assigned 在不同版本中可能显示为"已分配"或"待响应"；processing 和 dealing 均表示"处理中"；waiting_user 和 wait_feedback 均表示"待反馈"。

Key rule (Agent 层面业务规则): Tickets in terminal statuses should not be closed or replied to. The three terminal statuses are:

closed (已关闭) — ticket has been closed/cancelled
resolved (待你评价) — ticket has been resolved and is awaiting user rating
confirmed (已完成) — ticket has been completed and confirmed by user

注意： CLI 未强制限制对终态工单执行 reply/close 操作（实际调用会返回成功），但这是 Agent 层面必须遵守的业务规则。Agent 必须在调用前检查状态并主动拒绝，不得依赖 CLI 拦截。

Once a ticket enters any terminal status, no further replies or status changes should be made — a new ticket must be created instead.

Always check ticket status with qianwen support view <id> --format json before attempting reply or close operations. If the status is closed, resolved, or confirmed, inform the user that the ticket is in a terminal state and cannot be modified.

Terminal Status Ticket Handling (closed / resolved / confirmed)

If qianwen support view <id> returns status: "closed", status: "resolved", or status: "confirmed":

Display ticket summary (title, dates, last message)
Inform user that tickets in this status (已关闭 / 待你评价 / 已完成) cannot be replied to or closed again
Offer to create a new ticket instead

Close Ticket — Always Invite Rating

--yes is required in non-TTY environments.

After successful closure, always invite the user to rate (see Rating section below).

Rating with Fuzzy Input

Rating scale: 0 = unsatisfied, 1 = neutral, 2 = satisfied. --comment is optional (max 500 chars).

Fuzzy Input Handling

When the user's reply is not a clear number, use semantic understanding to determine the rating, and include the user's original input as the comment:

| User input | Interpreted rating | Comment | |------------|-------------------|---------| | 2 | 2 | (none) | | 2 很好 | 2 | "很好" | | 还行 | 1 | "还行" | | 一般般 | 1 | "一般般" | | 不太好 / 差 | 0 | "不太好" / "差" | | 非常满意，谢谢 | 2 | "非常满意，谢谢" | | skip | (skip rating) | — |

Rules:

If input contains a number (0/1/2), use that as the rating; any remaining text becomes the comment
If no number, infer sentiment: positive → 2, neutral/ambiguous → 1, negative → 0
Always use the user's original text as the --comment value
If the user says "skip" or equivalent, skip rating entirely

qianwen support rate <ticket-id> --rating <n> --comment "<text>" --format json

Output Display Rules

JSON mode (recommended)

Parse the JSON and extract relevant data
Present a human-readable summary — never dump raw JSON
Add analysis AFTER the summary — separated with ---

NEVER

❌ Dump raw JSON to the user without interpretation
❌ Reformat or summarize text/table output
❌ Add prefixes like "Here's your ticket:"
❌ Convert text/table output to bullet points

✅ CORRECT:

您的待处理工单：

**[0005PYGCW](https://platform.qianwenai.com/home/support/detail?id=0005PYGCW)** — [QianWen-CLI] qianwen support list 报 401
**Status**: Assigned · **Created**: 2026-06-27

---

**💡 Analysis**: 该工单已分配给工程师...

Multi-Language Tickets

本 Skill 仅限中文站使用。 无论客户用什么语言描述问题，工单描述必须使用中文。但客户的原始描述不做翻译，完全展示原文。

工单语言固定为中文：无论用户用中文、英文还是其他语言描述问题，[QianWen-CLI] 前缀后的工单描述必须使用中文撰写。Agent 需要将用户的非中文描述理解为中文工单内容。
客户原文不翻译：当展示客户的问题描述、错误日志、代码片段等内容时，必须完全保留原文，不做任何翻译或改写。即使原文是英文，也原样展示。
客服回复不翻译：工程师回复必须原封不动地转述（遵循 Phase 4 规则），无论语言。
状态显示：同时显示英文状态和中文名称，便于理解。示例：Status: Resolved (待你评价)。
技术内容保留原文：工单描述中的错误日志、代码片段、request-id 等技术内容保留原文（通常是英文），不翻译。
CLI 参数说明：qianwen support create 支持 --accept-language zh_CN | en_US 参数，CLI 本身具备多语言能力。但本 Skill 基于中文站业务规则，主动限定工单描述语言为中文。这是 Skill 层面的业务决策，不是 CLI 技术限制。Agent 不得因为用户使用英文就调用 --accept-language en_US。

Error Handling

When CLI fails, classify first, recover, then retry. Never silently skip to fallback.

| Category | Recovery | |----------|----------| | auth-failure | Run 3-step login → retry the original command | | not-installed | Show install command → ask user to install → retry | | version-mismatch | Suggest qianwen update → upgrade → retry | | network-timeout | Retry once after 2s; only after second failure ask whether to retry later | | rate-limit | Inform user, wait and retry | | ticket-not-found | Verify ticket ID with qianwen support list → correct and retry | | other | Show raw stderr; link to docs |

Retry Parameters

| Parameter | Value | Notes | |-----------|-------|-------| | Network timeout | 30 seconds | Per CLI command invocation | | Retry interval | 2 seconds | Wait between retries | | Max retries | 1 | Only retry once for network-timeout; second failure → fallback | | Auth login timeout | 30 seconds | For qianwen auth login --complete polling | | Total max wait | 60 seconds | Sum of all retries for a single operation |

Rule: Never retry more than once. If the retry also fails, immediately fall back to the web portal guidance. Do not create retry loops.

CLI Command Timeout

If a CLI command hangs (e.g., qianwen auth login --complete does not return):

Wait up to 30 seconds for the command to complete
If still hanging, interrupt the command (Ctrl+C or timeout)
Fallback: Guide the user to submit the ticket via the web portal instead:
- Ticket creation page: https://platform.qianwenai.com/home/support
- Inform the user: "The CLI is not responding. You can submit this ticket directly on the web portal."

Cascading Failure Handling

When a recovery strategy itself fails (e.g., auth login fails during auth-failure recovery, or qianwen support list fails during ticket-not-found recovery):

Do not retry the same recovery more than once
If the second attempt also fails, stop automated recovery
Final fallback: Guide the user to the web portal:
- Ticket page: https://platform.qianwenai.com/home/support
- Inform the user: "The CLI is experiencing issues. Please submit your request directly on the web portal."
Provide the user with a summary of what was attempted, so they can include it in their web ticket if needed

Exit Codes

| Code | Meaning | |------|---------| | 0 | Success | | 1 | General/usage error | | 2 | Authentication error | | 3 | Network error | | 4 | Configuration error | | 130 | Interrupted |

Anti-Patterns

Never dump raw JSON — always parse and summarize
Never confuse CLI session with API key — never offer $DASHSCOPE_API_KEY as a fix for CLI AUTH_REQUIRED
Never use qianwen auth login to fix a model API 401 — model API 401 is an API Key issue, not a CLI session issue; re-logging in cannot fix it; always check qianwen doctor and report Key status instead
Never create a ticket without running qianwen doctor first
Never hardcode category IDs — always fetch with --list-categories --format json
Never include plaintext credentials in ticket descriptions or replies — always use masked formats
Never skip auto-diagnosis — many issues are resolvable via CLI without a ticket
Never omit --format json — ensures machine-parseable output
Never fabricate ticket IDs or statuses — always query from CLI
Never assume the create response shape [D1-阻塞] — Data 可能是对象也可能是工单号字符串；必须用 jq 类型判断安全提取（见 Phase 3 的 jq -r '.Data | if type == "string" ...' 命令），不得直接 .get()；取不到工单号时用 list --page-size 5 回查核实，绝不编造或谎报"创建成功"
Never treat an empty list as "no tickets" [D2-体验] — 空列表可能是 token 失效导致的静默假空（HTTP 200 + tickets: []）；必须执行 Empty Result Verification 的 jq 校验流程：先检测 total == 0，再用 qianwen auth status 校验认证，认证异常时重新登录并重查，不得直接告知用户"暂无工单"
Never skip rating invitation after closing a ticket
Never reply to a closed, resolved, or confirmed ticket — tickets in "已关闭", "待你评价", or "已完成" status are terminal; offer to create a new ticket instead
Never upload any attachments — this skill is strictly prohibited from uploading any files (images, documents, logs, screenshots, archives, etc.); always decline and direct users to the web portal
Never modify customer service replies — always relay them verbatim to the user, no summarizing, paraphrasing, or editing
Never rewrite customer intent without evidence — 严禁在没有证据的情况下改写用户原话和原意；可以结构化整理（加章节标题、归类、补充诊断数据），但用户说了什么就写什么，不得"翻译"为正式术语、替用户补充未提及的现象、或将原意改为"更准确"的表述（见 General Rule: Customer Intent Fidelity）
Never send a reply without draft confirmation — 拿到用户输入后不得直接调用 qianwen support reply；必须先展示草稿、获得用户确认再提交（见 General Rule: Reply Workflow 四步流程）
Never perform authorization on behalf of the user — authorization operations are prohibited in Agent; must be done by the user on the web portal; always provide the ticket link for easy access
Never ignore screenshots in replies — always notify the user and guide them to the web portal to view screenshots
Never attempt batch operations — this skill only supports processing one ticket at a time; batch create/reply/close/rate/export is not supported; always decline and direct users to the web portal
Never promise proactive notification — 本 Skill 无轮询/监听/推送机制，无法在工程师回复后主动通知用户；严禁说"有新回复我会第一时间告诉你"、"我会持续关注"、"收到回复后通知你"等；应改为引导用户主动查询："您可以随时让我查看工单最新状态"（见 General Rule: Proactive Notification Prohibition）

Update Check

When the user asks to check for updates, first identify the update target:

| User intent | What to check | Command | |---|---|---| | "CLI 是不是最新版" / "qianwen 版本" | QianWen CLI binary | qianwen version --check | | "Support Skill 是不是最新版" / "Skills 合集版本" | qianwen-ai Skills package | See below | | Ambiguous | Ask the user to clarify | — |

Checking Skills package version:

Find qianwen-update-check: Look for qianwen-update-check/SKILL.md in sibling skill directories.
If found — run: python3 <dir>/scripts/check_update.py --print-response and report the result.
If not found — inform the user that the update check skill is not installed; suggest installing qianwen-ai skills package.

Important: Any update operation must first explain the target and impact, then obtain user confirmation before executing.

Examples

Example: Create ticket

User: qianwen support list 一直报 401，帮我提交工单

Agent (internal):
1. [Pre-flight] qianwen auth status --format json → authenticated: false (CLI session expired)
2. [Pre-flight] qianwen version → 1.4.0 ✅
3. [Auto-diagnose] 401 from `qianwen support` command → CLI session issue → run qianwen auth login → user confirms still failing after re-login
4. [Fetch categories] qianwen support create --list-categories --format json → select "CLI & SDK Issues"
5. [Draft] Compose description with doctor output

Agent (to user):
📋 工单草稿：
**Title**: [QianWen-CLI] support list 命令持续返回 401
**Category**: CLI & SDK Issues
**Description**: [Symptom] ... [Diagnostics] ...
是否提交此工单？(yes/no)

User: yes

Agent (to user):
✅ 工单已提交！
**工单 [0005PYGCW](https://platform.qianwenai.com/home/support/detail?id=0005PYGCW)**
**Status**: Created · 预计 24 小时内回复。
如需上传截图，请在工单页面操作。

Example: Model API 401 — correct handling (no qianwen auth login)

User: qwen-text 调用返回 401，帮我提工单

Agent (internal):
1. [Pre-flight] qianwen auth status --format json → authenticated ✅
2. [Auto-diagnose] 401 from model API (NOT from qianwen support command) → API Key issue
3. [Check] qianwen doctor --format json → DASHSCOPE_API_KEY: set
4. [Decision] This is a model API 401, NOT a CLI session 401 → do NOT run qianwen auth login
5. [Check domain Skill] qianwen-ops-auth not installed → report Key status only, cannot do deeper API Key investigation
6. [Fetch categories] → select "API Issues"
7. [Draft] Compose description, note that API Key is set but returning 401

Agent (to user):
📋 诊断结果：模型 API 返回 401，API Key 已设置。这可能是 Key 权限不匹配或已失效。
（注意：这不是 CLI 登录问题，重新登录无法解决。）

工单草稿：
**Title**: [QianWen-CLI] qwen-text API 返回 401，Key 已设置
**Category**: API Issues
**Description**: [Symptom] ... [Diagnostics] ...
是否提交此工单？(yes/no)

分支：当 qianwen-ops-auth 已安装时

User: qwen-text 调用返回 401，帮我提工单

Agent (internal):
1. [Pre-flight] qianwen auth status --format json → authenticated ✅
2. [Auto-diagnose] 401 from model API (NOT from qianwen support command) → API Key issue
3. [Check] qianwen doctor --format json → DASHSCOPE_API_KEY: set
4. [Decision] This is a model API 401, NOT a CLI session 401 → do NOT run qianwen auth login
5. [Check domain Skill] qianwen-ops-auth IS installed → delegate to it for deeper API Key investigation
6. [Delegate] Load qianwen-ops-auth skill → run its diagnostic flow:
   - qianwen-ops-auth checks Key validity, expiration, permission scope
   - qianwen-ops-auth reports: "API Key expired at 2026-08-10, needs regeneration"
7. [Result] Root cause identified: API Key expired → no need to create ticket
8. [Guide] Inform user to regenerate API Key on web portal

Agent (to user):
📋 诊断结果（由 qianwen-ops-auth 深入排查）：
你的 API Key 已于 2026-08-10 过期，这就是 401 的原因。
请前往千问AI平台重新生成 API Key：
👉 https://platform.qianwenai.com/api-keys

（无需提交工单，问题已定位。）

Example: Confirmed ticket

User: reply to ticket 00069R8Z4Y

Agent (internal): qianwen support view 00069R8Z4Y --format json → status: "confirmed"

Agent (to user):
📋 工单 [00069R8Z4Y](https://platform.qianwenai.com/home/support/detail?id=00069R8Z4Y) 状态为已完成 (confirmed)。
**Title**: [QianWen-CLI] qianwen support list 报 401
**Confirmed**: 2026-06-28
**Last message**: Issue resolved.
该工单已处于终态，无法回复。**是否创建新工单？** (yes/no)

Example: Reply to ticket

User: 回复工单 0005PYGCW，补充一下错误日志

Agent (internal):
1. qianwen support view 0005PYGCW --format json → status: "dealing"
2. Status is not "confirmed" → reply is allowed

Agent (to user):
📋 工单 [0005PYGCW](https://platform.qianwenai.com/home/support/detail?id=0005PYGCW) — [QianWen-CLI] qianwen support list 报 401
**Status**: Dealing · **Last updated**: 2026-06-28
请问您希望如何回复？

User: 补充一下，错误日志如下：HTTP 401 Unauthorized, x-request-id: abc123, 从昨天下午开始出现的

Agent (to user):
以下是我为您草拟的回复内容，请确认后我再提交：

---
补充一下，错误日志如下：HTTP 401 Unauthorized, x-request-id: abc123, 从昨天下午开始出现的
---

确认发送吗？如需修改请直接告诉我。

User: 确认发送

Agent (internal):
- User confirmed → Run: qianwen support reply 0005PYGCW --message "补充一下，错误日志如下：HTTP 401 Unauthorized, x-request-id: abc123, 从昨天下午开始出现的" --format json

Agent (to user):
✅ 回复已发送至工单 [0005PYGCW](https://platform.qianwenai.com/home/support/detail?id=0005PYGCW)。
工程师将收到通知，预计 24 小时内回复。

注意：本示例演示完整四步流程 —— 展示工单/工程师回复 → 等待用户指示 → 草拟并确认 → 提交。拿到用户输入后不得直接调用 qianwen support reply，必须先展示草稿并获得确认（见 General Rule: Reply Workflow）。

Example: Fuzzy rating

User: close ticket 0005PYGCW

Agent (internal): qianwen support close 0005PYGCW --yes --format json

Agent (to user):
✅ 工单 [0005PYGCW](https://platform.qianwenai.com/home/support/detail?id=0005PYGCW) 已关闭。
是否对本次服务进行评价？
🟢 2 = 满意  🟡 1 = 一般  🔴 0 = 不满意
回复数字 (0-2)，也可附带评价内容。回复 "skip" 跳过。

User: 还行吧

Agent (internal):
- Semantic analysis: "还行吧" → neutral → rating = 1
- Comment: "还行吧"
- Run: qianwen support rate 0005PYGCW --rating 1 --comment "还行吧" --format json

Agent (to user):
✅ 评价已提交（一般）。评价内容："还行吧"。感谢您的反馈！

Example: Authorization request from engineer

User: 查看工单 0005PYGCW 的回复

Agent (internal):
1. qianwen support view 0005PYGCW --format json
2. 检测到工程师回复中包含授权请求："请重新生成您的 API Key 并在代码中替换"
3. 触发授权规则 → 立即停止其他操作

Agent (to user):
📋 工单 [0005PYGCW](https://platform.qianwenai.com/home/support/detail?id=0005PYGCW) — 工程师回复如下：

---
[客服 · 2026-07-10 14:30]
您好，经排查您反馈的 401 错误是由于 API Key 过期导致的。请您重新生成 API Key 后重试，操作步骤如下：
1. 登录 https://platform.qianwenai.com/api-keys
2. 点击「创建新的 API Key」
3. 替换代码中的旧 Key
---

⚠️ 工程师要求您进行授权操作（重新生成 API Key）。
**授权操作禁止在 Agent 中执行，必须由您本人登录千问AI平台工单页面完成。**
👉 请前往工单页面操作：https://platform.qianwenai.com/home/support/detail?id=0005PYGCW

完成授权后，请告诉我结果，我可以帮您继续后续操作。

Example: User requests attachment upload

User: 帮我把这个截图上传到工单 0005PYGCW

Agent (to user):
⚠️ 本 Skill 不支持上传附件。请登录千问AI平台工单页面上传：
👉 https://platform.qianwenai.com/home/support/detail?id=0005PYGCW

Example: API 调用失败 — 使用 `qianwen usage logs` 诊断

User: 调用 qwen-plus 一直返回 500 错误，帮我提工单

Agent (internal):
1. [Pre-flight] qianwen auth status --format json → authenticated ✅
2. [Pre-flight] qianwen version → 1.4.0 ✅ (supports usage logs)
3. [Auto-diagnose] 500 from model API → could be platform issue or transient
4. [Diagnose] qianwen usage logs --status 500 --format json → returns 3 records in last 24h:
   - record 1: model=qwen-plus, status=500, time=2026-08-13 14:22, request-id=req-abc123
   - record 2: model=qwen-plus, status=500, time=2026-08-13 15:01, request-id=req-abc456
   - record 3: model=qwen-plus, status=500, time=2026-08-13 16:45, request-id=req-abc789
5. [Analyze] 3 failures within 2.5 hours, same model, all 500 → likely platform-side issue, not transient
6. [Decision] Pattern suggests platform bug → ticket warranted
7. [Fetch categories] qianwen support create --list-categories --format json → select "API Issues"
8. [Draft] Compose description with usage logs evidence and request-ids

Agent (to user):
📋 诊断结果：过去 24 小时内 qwen-plus 共出现 3 次 500 错误（14:22、15:01、16:45），集中在今天下午，疑似平台侧问题。

工单草稿：
**Title**: [QianWen-CLI] qwen-plus 持续返回 500 错误
**Category**: API Issues
**Description**:
[QianWen-CLI] qwen-plus 连续返回 500，疑似平台故障

[Symptom]
- 调用 qwen-plus 模型返回 HTTP 500
- 首次出现：2026-08-13 14:22
- 频率：24 小时内 3 次

[Error details]
- request-id: req-abc123, req-abc456, req-abc789
- 所有请求均返回 500

[Diagnostics]
- qianwen usage logs --status 500 确认 3 条失败记录
- qianwen doctor 环境检查正常

是否提交此工单？(yes/no)

分支：usage logs 显示为偶发错误时

Agent (internal):
4. [Diagnose] qianwen usage logs --status 500 --format json → returns 1 record:
   - record 1: model=qwen-plus, status=500, time=2026-08-13 03:12, request-id=req-xyz999
5. [Analyze] Only 1 failure in 24h, at 03:12 (off-peak) → likely transient error
6. [Decision] Isolated incident, not a pattern → advise user to retry, no ticket needed yet

Agent (to user):
📋 诊断结果：过去 24 小时内 qwen-plus 仅有 1 次 500 错误（凌晨 03:12），属于偶发情况。
建议先重试调用，如果问题复现再提交工单。
如需查看完整调用记录，可运行：qianwen usage logs --status 500 --format json

Example: Network timeout — retry once, then fallback to web portal

User: 帮我提交工单，qianwen doctor 显示网络正常但 create 一直超时

Agent (internal):
1. [Pre-flight] qianwen auth status --format json → authenticated ✅
2. [Pre-flight] qianwen version → 1.4.0 ✅
3. [Auto-diagnose] qianwen doctor --format json → network: ok, auth: ok
4. [Fetch categories] qianwen support create --list-categories --format json → success
5. [Draft] Compose description, user confirms → submit
6. [Submit] qianwen support create --category-id <id> --description "..." --format json
   → TIMEOUT after 30 seconds (exit code 3)
7. [Retry] Wait 2 seconds → retry the same command
   → TIMEOUT again after 30 seconds (exit code 3)
8. [Decision] Two consecutive timeouts → stop retrying, fall back to web portal
9. [Total wait] 30s + 2s + 30s = 62s (within acceptable range for one retry)

Agent (to user):
📋 CLI 连续两次提交超时（各等待 30 秒），可能是网络波动或平台侧暂时不可用。

建议您直接通过 Web 门户提交工单，无需等待 CLI 恢复：
👉 https://platform.qianwenai.com/home/support

工单草稿已准备好，您可以复制以下内容到 Web 门户：
**Title**: [QianWen-CLI] qianwen doctor 正常但 create 命令持续超时
**Category**: CLI & SDK Issues
**Description**: [Symptom] ... [Diagnostics] ...

如需等 CLI 恢复后再试，请告诉我。

Example: Multi-language ticket — English user

User: I keep getting a 401 error when calling qwen-vision. Can you create a ticket?

Agent (internal):
1. [Pre-flight] qianwen auth status --format json → authenticated ✅
2. [Auto-diagnose] 401 from model API (NOT from qianwen support command) → API Key issue
3. [Check] qianwen doctor --format json → DASHSCOPE_API_KEY: set
4. [Decision] Model API 401 → do NOT run qianwen auth login
5. [Check domain Skill] qianwen-ops-auth not installed → report Key status only
6. [Fetch categories] qianwen support create --list-categories --format json → select "API Issues"
7. [Language detection] User writes in English → but 本 Skill 仅限中文站, ticket description must be in Chinese
8. [Draft] Compose description in Chinese with [QianWen-CLI] prefix; preserve user's original English text verbatim in [Error details]

Agent (to user):
📋 Diagnostic result: The model API returns 401. Your API Key is set but may be invalid or mismatched.
(Note: This is NOT a CLI session issue — re-logging in cannot fix it.)

Ticket draft:
**Title**: [QianWen-CLI] qwen-vision API 返回 401，Key 已设置
**Category**: API Issues
**Description**:
[QianWen-CLI] qwen-vision API 返回 401，Key 已设置但仍报错

[问题现象]
- 调用 qwen-vision 模型时返回 HTTP 401 Unauthorized
- 开始时间：2026-08-13
- 频率：每次请求都失败

[客户原文 / Error details]
- HTTP 401, x-request-id: req-def456
- API Key is set (verified via qianwen doctor)

[诊断结果]
- qianwen doctor：环境正常，API Key 已设置
- 非 CLI session 问题（auth status: authenticated）

Shall I submit this ticket? (yes/no)

User: yes

Agent (internal):
- Run: qianwen support create --category-id <id> --description "[QianWen-CLI] qwen-vision API 返回 401..." --format json

Agent (to user):
✅ Ticket submitted!
**Ticket [0007AB123](https://platform.qianwenai.com/home/support/detail?id=0007AB123)**
**Status**: Created · Expected response within 24 hours.

Example: Pagination — browsing a large ticket list

User: 帮我看看我所有的工单

Agent (internal):
1. [Pre-flight] qianwen auth status --format json → authenticated ✅
2. [Pagination] User asks for "all tickets" → fetch first page with default page-size 10
3. [Query] qianwen support list --page 1 --page-size 10 --format json → returns 10 records
4. [Check] 10 records returned = page-size → there may be more pages
5. [Present] Show first page summary, ask if user wants to see more

Agent (to user):
📋 您的工单列表（第 1 页，共 10 条）：

| # | 工单 | 标题 | 状态 |
|---|------|------|------|
| 1 | [0007AB123](https://platform.qianwenai.com/home/support/detail?id=0007AB123) | qwen-vision API 返回 401 | Created |
| 2 | [00069R8Z4Y](https://platform.qianwenai.com/home/support/detail?id=00069R8Z4Y) | support list 报 401 | Confirmed |
| ... | ... | ... | ... |

当前显示最近 10 条。是否查看下一页？(yes/no)

User: yes

Agent (internal):
6. [Paginate] qianwen support list --page 2 --page-size 10 --format json → returns 7 records
7. [Check] 7 records < page-size (10) → this is the last page
8. [Present] Show second page summary, indicate it's the last page

Agent (to user):
📋 您的工单列表（第 2 页，共 7 条）：

| # | 工单 | 标题 | 状态 |
|---|------|------|------|
| 11 | [0005PYGCW](https://platform.qianwenai.com/home/support/detail?id=0005PYGCW) | qwen-text API 返回 401 | Resolved |
| ... | ... | ... | ... |

当前显示第 11-17 条，共 17 条工单。这是最后一页。
如需查看某个工单的详情，请告诉我工单号。

Pagination Best Practices

When listing tickets with qianwen support list, use pagination to avoid timeouts and excessive data:

| Scenario | Recommended command | |----------|---------------------| | Check recent tickets | qianwen support list --page 1 --page-size 5 --format json | | Browse all active tickets | qianwen support list --page 1 --page-size 10 --format json, then paginate | | Find a specific ticket | Use qianwen support view <id> directly instead of scanning the full list | | Large backlog (100+ tickets) | Start with --page-size 10, paginate forward only if needed; never fetch all at once |

Rules:

Page size 限制：--page-size 必须在 1-10 之间（CLI 硬性限制），默认 10。超过 10 会直接报错 INVALID_ARGUMENT。
Incremental pagination: Fetch one page at a time. Do not loop through all pages automatically.
Stop condition: If a page returns fewer records than --page-size, it is the last page.
User guidance: If the user asks "show all my tickets", show the first page and ask if they want to see more, rather than fetching everything.

FAQ / Troubleshooting

| 问题 | 解答 | |------|------| | 忘记工单 ID？ | 运行 qianwen support list --page-size 5 --format json 查看最近创建的工单 | | CLI 报 401 但 auth status 显示已认证？ | Token 可能已静默过期，运行 qianwen auth login 重新认证 | | qianwen support create 成功但未返回工单 ID？ | 检查网络；运行 qianwen support list --page-size 5 查找最近创建的工单 | | 需要上传截图/附件？ | CLI 不支持上传，请通过 Web 门户操作：https://platform.qianwenai.com/home/support/detail?id=<ticket-id> | | 误关闭了工单？ | 已完成的工单无法重新打开，请新建工单并在描述中引用旧工单 ID | | qianwen auth login --complete 一直不返回？ | 等待 30 秒后中断，改用 Web 门户提交：https://platform.qianwenai.com/home/support | | 如何检查 CLI 版本？ | qianwen version — 需 >= 1.2.0。升级：qianwen update | | 关闭工单后如何跳过评价？ | 在提示评价时回复 "skip" |

References

| Source | Purpose | |--------|---------| | references/auth-flow.md | Full authentication procedure | | references/ticket-categories.md | Category keyword mapping | | qianwen support --help | CLI built-in help | | qianwen doctor --format json | Environment diagnostics |

千问-工单支持

千问-工单支持 (QianWen Support)

Skill Directory

Prerequisites

Security

Sensitive Info Masking (Descriptions & Replies)

Two Credential Systems — Never Confuse

Authentication Flow (TL;DR)

General Rule: Web Portal Guidance

General Rule: Ticket ID Hyperlinks

General Rule: Customer Intent Fidelity

General Rule: Reply Workflow

General Rule: Proactive Notification Prohibition

General Rule: Authorization Requests — Immediate Stop

Core Workflow

Phase 0: Pre-flight Checks (silent)

Optional Collaboration and Fallback

Phase 1: Auto-Diagnosis (avoid unnecessary tickets)

Phase 2: Ticket Creation

2.1 Fetch categories (always dynamic, never hardcode)

2.2 Compose description

2.3 Display draft and confirm

Phase 3: Post-Creation

Empty Result Verification (list 返回空时必须校验)

Phase 4: Viewing Customer Service Replies

Attachments

Batch Operations

CLI Command Reference

Ticket Status Flow

Terminal Status Ticket Handling (closed / resolved / confirmed)

Close Ticket — Always Invite Rating

Rating with Fuzzy Input

Fuzzy Input Handling

Output Display Rules

JSON mode (recommended)

NEVER

Multi-Language Tickets

Error Handling

Retry Parameters

CLI Command Timeout

Cascading Failure Handling

Exit Codes

Anti-Patterns

Update Check

Examples

Example: Create ticket

Example: Model API 401 — correct handling (no qianwen auth login)

Example: Confirmed ticket

Example: Reply to ticket

Example: Fuzzy rating

Example: Authorization request from engineer

Example: User requests attachment upload

Example: API 调用失败 — 使用 qianwen usage logs 诊断

Example: Network timeout — retry once, then fallback to web portal

Example: Multi-language ticket — English user

Example: Pagination — browsing a large ticket list

Pagination Best Practices

FAQ / Troubleshooting

References

Example: API 调用失败 — 使用 `qianwen usage logs` 诊断