docs: deliver DO-P1-1 monitoring + DO-P1-2 runbook
DO-P1-1: MONITORING_ALERTING.md
- 8 monitoring coverage items (5xx/reject/handoff/ticket/audit/DB/ready/live)
- K8s liveness/readiness probe config
- Prometheus metrics exposure spec
- Alert thresholds (Prometheus AlertManager YAML)
- Self-healing strategy table
DO-P1-2: RUNBOOK.md
- Pre-flight deployment checklist
- Startup failure troubleshooting (6 scenarios)
- Migration failure troubleshooting
- DB unavailable behavior (production fail-fast)
- Webhook auth debugging guide
- Full rollback procedure (v1.1.0 → v1.0.0)
- 60s health diagnostic script
Gate B now: 6/6 complete ✅
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# DO-P1-2：运行与回滚 Runbook
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> 状态：✅ 已交付
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> 负责人：DevOps（宰相代填）
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> 基准：P0 完成 Gate B 预生产验证
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> 日期：2026-05-04
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---
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## 一、部署前检查清单（Pre-flight）
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```bash
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# 1. 确认环境变量完整
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echo "AI_CS_ENV=$AI_CS_ENV"
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echo "AI_CS_POSTGRES_ENABLED=$AI_CS_POSTGRES_ENABLED"
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echo "AI_CS_POSTGRES_DSN=${AI_CS_POSTGRES_DSN:+[SET]}"
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echo "AI_CS_WEBHOOK_SECRET=${AI_CS_WEBHOOK_SECRET:+[SET]}"
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echo "AI_CS_LOG_LEVEL=$AI_CS_LOG_LEVEL"
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# 2. 确认 PostgreSQL 可连
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PGPASSWORD=ai_cs_secret psql -h localhost -p 5434 -U ai_cs -d ai_customer_service -c "SELECT 1" || exit 1
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# 3. 确认 migration 已执行
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PGPASSWORD=ai_cs_secret psql -h localhost -p 5434 -U ai_cs -d ai_customer_service -c "SELECT table_name FROM information_schema.tables WHERE table_schema='public' ORDER BY table_name;" | grep -q cs_sessions || { echo "MIGRATION MISSING"; exit 1; }
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# 4. 启动服务（后台）
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nohup ./ai-customer-service > /var/log/ai-cs.log 2>&1 &
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sleep 3
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# 5. 验证 ready probe
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curl -s http://localhost:8080/ready | grep -q '"status":"UP"' || { echo "READY FAILED"; cat /var/log/ai-cs.log; exit 1; }
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```
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---
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## 二、启动失败排查
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| 症状 | 原因 | 解决方案 |
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|------|------|----------|
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| `memory fallback is not allowed` ERROR | Env=production 但 `AI_CS_POSTGRES_ENABLED≠true` | 设置 `AI_CS_POSTGRES_ENABLED=true` 并重启 |
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| `AI_CS_POSTGRES_DSN is required` ERROR | Env=production 但 DSN 未配置 | 配置完整 DSN：`postgres://user:pass@host:5434/db?sslmode=disable` |
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| `listen tcp :8080: bind: address already in use` | 8080 端口被占用 | `pkill -f ai-customer-service` 或改 `AI_CS_ADDR=:8081` |
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| `pq: connection refused` | PostgreSQL 不可达 | 检查 PG 主机/端口/防火墙，确认 `psql` 可连 |
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| `pq: password authentication failed` | 密码错误 | 核对 `AI_CS_POSTGRES_DSN` 中的密码 |
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| 启动成功但 `/ready` 返回 `postgres:DOWN` | PG 连通但 health check 失败 | 检查 PG 是否在 `AI_CS_POSTGRES_DSN` 指定端口响应 |
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---
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## 三、Migration 失败排查
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| 症状 | 原因 | 解决方案 |
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|------|------|----------|
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| `pq: relation "cs_sessions" does not exist` | migration 未执行 | 手动执行 `psql -f db/migration/0001_init.up.sql` |
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| `pq: duplicate key value violates unique constraint` | 表已存在但 migration 重跑 | migration 已幂等（`CREATE TABLE IF NOT EXISTS`），忽略即可 |
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| `pq: permission denied` | PG 用户无建表权限 | 确认 `ai_cs` 用户是 superuser 或拥有 `ai_customer_service` 库 |
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```bash
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# 手动执行 migration
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psql "postgres://ai_cs:ai_cs_secret@localhost:5434/ai_customer_service?sslmode=disable" -f db/migration/0001_init.up.sql
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```
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---
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## 四、数据库不可用时的行为
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- **Env=production**：启动时 config.go 会检查 `AI_CS_POSTGRES_ENABLED=true`，若 DSN 不可达或认证失败，服务**拒绝启动**（不会 fallback 到 memory）
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- **Env=test/development**：可设置 `AI_CS_POSTGRES_ENABLED=false` 使用 memory store（测试用）
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---
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## 五、Webhook 签名认证联调失败排查
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| 症状 | 原因 | 解决方案 |
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|------|------|----------|
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| `CS_AUTH_4034 invalid webhook signature` | HMAC secret 不匹配 | 确认上游使用与 `AI_CS_WEBHOOK_SECRET` 相同的密钥 |
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| `CS_AUTH_4031 missing webhook signature` | 上游未传 `X-CS-Signature` header | 检查上游 webhook 发送逻辑 |
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| `CS_AUTH_4033 stale webhook request` | 请求时间戳 > MaxSkew（默认 300s） | 确认服务器时间同步（NTP），或调整 `AI_CS_WEBHOOK_MAX_SKEW_SECONDS` |
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| 偶发性 403 | 时钟漂移超过 300s | 检查服务器时区与 NTP 配置 |
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```bash
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# 验证签名算法（本地测试）
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TS=$(date +%s)
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BODY='{"test":"payload"}'
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SIG=$(echo -n "${TS}.${BODY}" | openssl dgst -sha256 -hmac "test-secret-123" | awk '{print $2}')
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curl -v -X POST http://localhost:8080/api/v1/customer-service/webhook \
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-H "Content-Type: application/json" \
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-H "X-CS-Timestamp: $TS" \
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-H "X-CS-Signature: $SIG" \
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-d "$BODY"
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```
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---
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## 六、回滚操作流程
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### 6.1 版本回滚（从 v1.1.0 回滚到 v1.0.0）
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```bash
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# 1. 记录当前版本
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echo "Rolling back from $(./ai-customer-service --version) to v1.0.0"
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# 2. 停止当前服务
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pkill -f "ai-customer-service"
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sleep 2
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# 3. 备份当前数据库（可选，建议先备份）
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PGPASSWORD=ai_cs_secret pg_dump -h localhost -p 5434 -U ai_cs ai_customer_service > /tmp/ai_cs_backup_$(date +%Y%m%d_%H%M%S).sql
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# 4. 拉取旧版本镜像 / 二进制
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# Docker: docker pull ai-customer-service:v1.0.0
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# Binary: 从备份位置获取 v1.0.0 二进制
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# 5. 重启服务
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nohup ./ai-customer-service-v1.0.0 > /var/log/ai-cs-v1.0.0.log 2>&1 &
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sleep 3
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# 6. 验证
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curl -s http://localhost:8080/ready
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curl -s http://localhost:8080/actuator/health
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```
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### 6.2 配置回滚
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```bash
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# 若新配置有问题，恢复环境变量
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export AI_CS_POSTGRES_ENABLED=true
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export AI_CS_POSTGRES_DSN="postgres://ai_cs:ai_cs_secret@localhost:5434/ai_customer_service?sslmode=disable"
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export AI_CS_WEBHOOK_SECRET="previous-secret"
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pkill -f "ai-customer-service"
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sleep 2
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nohup ./ai-customer-service > /var/log/ai-cs.log 2>&1 &
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```
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### 6.3 数据库回滚（Migration 不支持向下回滚，需手动处理）
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```sql
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-- 紧急情况：清空所有数据重建（仅 development）
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TRUNCATE cs_audit_logs, cs_tickets, cs_messages, cs_sessions, cs_message_dedup CASCADE;
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-- 然后重启服务，让 migration 重新初始化
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```
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---
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## 七、健康状态快速诊断
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```bash
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#!/bin/bash
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# 60s 快速诊断脚本
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echo "=== AI-CS Health Diagnostic ==="
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echo ""
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echo "[1/5] Service process:"
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ps aux | grep "ai-customer-service" | grep -v grep || echo " NOT RUNNING ❌"
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echo ""
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echo "[2/5] HTTP endpoints:"
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for endpoint in "/live" "/ready" "/actuator/health"; do
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status=$(curl -s -o /dev/null -w "%{http_code}" http://localhost:8080$endpoint)
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echo " $endpoint → HTTP $status $([ "$status" = "200" ] && echo '✅' || echo '❌')"
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done
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echo ""
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echo "[3/5] PostgreSQL:"
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PGPASSWORD=ai_cs_secret psql -h localhost -p 5434 -U ai_cs -d ai_customer_service -c "SELECT count(*) as tickets FROM cs_tickets;" 2>&1 | grep -v "^Password" | tail -1
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echo ""
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echo "[4/5] Recent errors in log:"
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tail -50 /var/log/ai-cs.log 2>/dev/null | grep "ERROR" | tail -5 || echo " No recent errors ✅"
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echo ""
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echo "[5/5] Webhook test:"
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TS=$(date +%s)
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BODY='{"channel":"widget","message_id":"diag-001","open_id":"diag-open","content":"health check","timestamp":"2026-05-04T00:00:00Z"}'
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SIG=$(echo -n "${TS}.${BODY}" | openssl dgst -sha256 -hmac "test-secret-123" | awk '{print $2}')
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curl -s -X POST http://localhost:8080/api/v1/customer-service/webhook \
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-H "Content-Type: application/json" \
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-H "X-CS-Timestamp: $TS" \
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-H "X-CS-Signature: $SIG" \
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-d "$BODY" | head -c 200
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echo ""
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echo "=== Diagnostic complete ==="
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```
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