feat(platform): add customer alert service desk

vehicle-data-platform/apps/web/src/pages/Quality.tsx

@@ -1128,10 +1128,89 @@ export function Quality({
       onClick: copyAlertRecoveryReceipt
     }
   ];
+  const alertCustomerServiceItems = [
+    {
+      label: '影响车辆',
+      value: `${issueVehicleCount.toLocaleString()} 辆`,
+      detail: `${issueRecordCount.toLocaleString()} 条告警记录，先判断是否影响实时、轨迹和里程。`,
+      color: issueVehicleCount > 0 ? 'orange' as const : 'green' as const,
+      action: '复制影响',
+      disabled: false,
+      onClick: () => copyBusinessImpact()
+    },
+    {
+      label: '待通知',
+      value: `P0 ${priorityP0Count.toLocaleString()} / P1 ${priorityP1Count.toLocaleString()}`,
+      detail: priorityRows.length > 0 ? '已按优先级生成责任团队通知。' : '当前没有需要通知的告警车辆。',
+      color: priorityP0Count > 0 ? 'red' as const : priorityP1Count > 0 ? 'orange' as const : 'green' as const,
+      action: '复制通知',
+      disabled: priorityRows.length === 0,
+      onClick: () => copyPriorityDigest()
+    },
+    {
+      label: '焦点车辆',
+      value: focusIssue?.vehicleLabel || '暂无',
+      detail: focusIssue ? `${qualityProtocolLabel(focusIssue.protocol)} / ${qualityIssueLabel(focusIssue.issueType)}。` : '没有焦点车辆时保持监控。',
+      color: focusIssue ? 'blue' as const : 'green' as const,
+      action: '车辆服务',
+      disabled: !focusIssue || !focusLookup?.key,
+      onClick: () => focusIssue && onOpenVehicle(focusLookup?.key ?? '', focusIssue.protocol)
+    },
+    {
+      label: '证据闭环',
+      value: priorityRows.length > 0 ? '可复核' : '待观察',
+      detail: '通知必须带上车辆服务、实时、轨迹、原始记录和里程证据。',
+      color: priorityRows.length > 0 ? 'blue' as const : 'green' as const,
+      action: '复制交接',
+      disabled: false,
+      onClick: () => copyNotificationHandoff()
+    },
+    {
+      label: '恢复验收',
+      value: primaryPolicy?.acceptanceCriteria ? '有标准' : '待补充',
+      detail: primaryPolicy?.acceptanceCriteria || '车辆服务状态恢复，实时、轨迹、历史和里程证据可查询。',
+      color: primaryPolicy?.acceptanceCriteria ? 'green' as const : 'orange' as const,
+      action: '复制回执',
+      disabled: false,
+      onClick: () => copyAlertRecoveryReceipt()
+    }
+  ];
 
   return (
     <div className="vp-page">
       <PageHeader title="告警事件" description="围绕车辆服务沉淀断链、VIN 缺失、字段缺失和链路健康事件，并形成通知闭环" />
+      <section className="vp-alert-customer-service-desk" aria-label="客户告警服务台">
+        <div className="vp-alert-customer-service-summary">
+          <Space wrap>
+            <Tag color={customerDecision.color}>客户告警服务台</Tag>
+            <Tag color={priorityP0Count > 0 ? 'red' : priorityP1Count > 0 ? 'orange' : 'green'}>
+              P0 {priorityP0Count.toLocaleString()} / P1 {priorityP1Count.toLocaleString()}
+            </Tag>
+            <Tag color={storageWritable ? 'green' : 'red'}>{storageWritable ? '证据可查' : '存储异常'}</Tag>
+          </Space>
+          <strong>客户先看到哪些车受影响、是否要通知、证据是否齐全、恢复后如何验收。</strong>
+          <span>
+            告警页围绕车辆服务闭环：先看影响，再通知责任团队，最后用实时、轨迹、里程和历史证据证明恢复。
+          </span>
+        </div>
+        <div className="vp-alert-customer-service-grid">
+          {alertCustomerServiceItems.map((item) => (
+            <button
+              key={item.label}
+              type="button"
+              className="vp-alert-customer-service-item"
+              disabled={item.disabled}
+              onClick={item.onClick}
+              aria-label={`客户告警服务台 ${item.label} ${item.value} ${item.action}`}
+            >
+              <Tag color={item.color}>{item.label}</Tag>
+              <strong>{item.value}</strong>
+              <span>{item.detail}</span>
+              <em>{item.action}</em>
+            </button>
+          ))}
+        </div>
+      </section>
       <Card bordered title="客户告警决策台">
         <div className="vp-alert-decision-board">
           <div className="vp-alert-decision-summary">

vehicle-data-platform/apps/web/src/styles/global.css

@@ -4661,6 +4661,97 @@ button.vp-realtime-command-item:focus-visible {
   gap: 12px;
 }
 
+.vp-alert-customer-service-desk {
+  margin-top: 16px;
+  margin-bottom: 16px;
+  border: 1px solid rgba(239, 68, 68, 0.18);
+  border-radius: var(--vp-radius);
+  background: #fff;
+  display: grid;
+  grid-template-columns: minmax(300px, 0.62fr) minmax(0, 1.38fr);
+  overflow: hidden;
+  box-shadow: var(--vp-shadow-sm);
+}
+
+.vp-alert-customer-service-summary {
+  padding: 18px;
+  border-right: 1px solid var(--vp-border);
+  background: #fff7f7;
+  display: grid;
+  gap: 12px;
+  align-content: start;
+}
+
+.vp-alert-customer-service-summary strong {
+  color: var(--vp-text);
+  font-size: 18px;
+  line-height: 26px;
+  word-break: break-word;
+}
+
+.vp-alert-customer-service-summary span {
+  color: var(--vp-text-muted);
+  font-size: 13px;
+  line-height: 20px;
+}
+
+.vp-alert-customer-service-grid {
+  padding: 16px;
+  display: grid;
+  grid-template-columns: repeat(5, minmax(0, 1fr));
+  gap: 10px;
+}
+
+.vp-alert-customer-service-item {
+  min-height: 144px;
+  padding: 12px;
+  border: 1px solid rgba(239, 68, 68, 0.14);
+  border-radius: 8px;
+  background: #fbfcff;
+  color: inherit;
+  cursor: pointer;
+  font: inherit;
+  text-align: left;
+  display: grid;
+  gap: 8px;
+  align-content: start;
+}
+
+.vp-alert-customer-service-item:hover,
+.vp-alert-customer-service-item:focus-visible {
+  border-color: rgba(239, 68, 68, 0.4);
+  background: #fff7f7;
+  box-shadow: var(--vp-shadow-sm);
+  outline: none;
+}
+
+.vp-alert-customer-service-item:disabled {
+  cursor: not-allowed;
+  opacity: 0.62;
+}
+
+.vp-alert-customer-service-item strong {
+  color: var(--vp-text);
+  font-size: 18px;
+  line-height: 24px;
+  word-break: break-word;
+}
+
+.vp-alert-customer-service-item span {
+  color: var(--vp-text-muted);
+  font-size: 12px;
+  line-height: 18px;
+  word-break: break-word;
+}
+
+.vp-alert-customer-service-item em {
+  color: #dc2626;
+  font-size: 12px;
+  font-style: normal;
+  font-weight: 700;
+  line-height: 18px;
+}
+
 .vp-alert-decision-board {
   display: grid;
   grid-template-columns: minmax(280px, 0.74fr) minmax(0, 1.26fr);
@@ -9446,6 +9537,8 @@ button.vp-realtime-command-item:focus-visible {
   .vp-conclusion-grid,
   .vp-monitor-layout,
   .vp-alert-flow,
+  .vp-alert-customer-service-desk,
+  .vp-alert-customer-service-grid,
   .vp-alert-decision-board,
   .vp-alert-decision-grid,
   .vp-alert-sla-board,

vehicle-data-platform/apps/web/src/test/App.test.tsx

@@ -3887,7 +3887,7 @@ test('shows alert rule and notification policy workspace on quality page', async
   expect(screen.getByText('客户关心的是哪些车辆受影响、是否影响实时/轨迹/里程、是否需要通知、何时恢复；协议来源只作为证据辅助判断。')).toBeInTheDocument();
   expect(screen.getAllByText('立即处置').length).toBeGreaterThan(0);
   expect(screen.getByText('待通知车辆')).toBeInTheDocument();
-  expect(screen.getByText('证据闭环')).toBeInTheDocument();
+  expect(screen.getAllByText('证据闭环').length).toBeGreaterThanOrEqual(1);
   fireEvent.click(screen.getByRole('button', { name: '复制告警决策' }));
   expect(writeText).toHaveBeenCalledWith(expect.stringContaining('【客户告警决策说明】'));
   expect(writeText).toHaveBeenCalledWith(expect.stringContaining('决策结论：立即处置'));
@@ -11235,6 +11235,13 @@ test('opens realtime status from quality issue row with source evidence', async
   render(<App />);
 
   expect(await screen.findByText('13307795425')).toBeInTheDocument();
+  expect(screen.getByText('客户告警服务台')).toBeInTheDocument();
+  expect(screen.getByText('客户先看到哪些车受影响、是否要通知、证据是否齐全、恢复后如何验收。')).toBeInTheDocument();
+  expect(screen.getByRole('button', { name: '客户告警服务台 影响车辆 1 辆 复制影响' })).toBeInTheDocument();
+  expect(screen.getByRole('button', { name: '客户告警服务台 待通知 P0 1 / P1 0 复制通知' })).toBeInTheDocument();
+  expect(screen.getByRole('button', { name: '客户告警服务台 焦点车辆 粤AG18312 / 13307795425 车辆服务' })).toBeInTheDocument();
+  expect(screen.getByRole('button', { name: '客户告警服务台 证据闭环 可复核 复制交接' })).toBeInTheDocument();
+  expect(screen.getByRole('button', { name: '客户告警服务台 恢复验收 有标准 复制回执' })).toBeInTheDocument();
   fireEvent.click(screen.getAllByRole('button', { name: '实时状态' })[0]);
 
   await waitFor(() => {