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feat(ticket): record urges in thread, show urge count in admin, mail admins

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- aksrt_ticket gains urge_count / last_urge_time (schema 3.1.0)
- cooldown moves from transient to an atomic conditional UPDATE
- urge inserts a system reply rendered as a centered notice (not quotable)
- admin list badge + info card row for urge count / last time
- new ticket_urge_admin mail event via aksrt_ticket_urged

Co-Authored-By: Claude Fable 5 <noreply@anthropic.com>
This commit is contained in:
kate522andClaude Fable 5 committed 2026-10-27 22:17:40 +08:00
1 parent ac3ed9c956
commit 5febdb35c8
14 files changed
+198 -25
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assets/css/admin/tickets.css
+22
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@@ -156,6 +156,28 @@
.aksrt-ticket-detail__reply { margin: 0; }
.aksrt-ticket-detail__reply.is-admin { margin-left: 32px; background: #f0f6fc; border-color: #c5d9ed; }
.aksrt-ticket-detail__reply.is-user { margin-right: 32px; }
/* 系统记录（催单等）：居中细条，与对话气泡区分。 */
.aksrt-ticket-detail__system {
display: flex;
justify-content: center;
gap: 8px;
margin: 0;
color: var(--aksrt-tk-muted);
font-size: 12px;
}
.aksrt-ticket-detail__system span { color: #b32d2e; }
/* 催单徽标：列表标题旁 + 详情信息卡。 */
.aksrt-ticket-urge {
display: inline-block;
padding: 0 6px;
color: #b32d2e;
font-size: 12px;
line-height: 18px;
background: #fcf0f1;
border: 1px solid #f0c3c5;
border-radius: 9px;
vertical-align: middle;
}
.aksrt-ticket-detail__quote {
margin: 0 0 8px;
padding: 6px 10px;
assets/css/routes/tickets.css
+13
View File
@@ -545,6 +545,19 @@
.aksrt-ticket-msg { display: flex; gap: 10px; align-items: flex-start; }
.aksrt-ticket-msg.is-user { flex-direction: row-reverse; }
/* 系统记录（如催单）：居中灰色提示条。 */
.aksrt-ticket-msg.is-system { justify-content: center; }
.aksrt-ticket-msg__system {
display: inline-flex;
gap: 6px;
align-items: center;
padding: 3px 12px;
border-radius: 999px;
background: color-mix(in srgb, var(--tickets-ink) 6%, transparent);
color: var(--tickets-muted);
font-size: 12px;
}
.aksrt-ticket-msg__avatar {
display: inline-grid;
flex: 0 0 32px;
assets/js/ticket-center.js
+7
View File
@@ -406,6 +406,11 @@
}
function messageHtml(msg, canQuote) {
if (msg.author_type === 'system') {
// 系统记录（如催单）：居中提示，不可引用。
return '<li class="aksrt-ticket-msg is-system"><span class="aksrt-ticket-msg__system">'
+ icon('fa-bell') + escapeHtml(msg.content) + timeTag(msg.created_at) + '</span></li>';
}
var admin = msg.author_type === 'admin';
var name = msg.author_name || (admin ? '客服' : '我');
var avatar = admin ? icon('fa-headset') : escapeHtml(Array.from(name)[0] || '我');
@@ -550,6 +555,8 @@
sendUrge(ctx.ticket).then(function (result) {
ctx.urgeUntil = Date.now() + (parseInt(result.data && result.data.urge_wait, 10) || 0) * 1000;
notyf('已提醒客服优先处理，请耐心等待', 'success');
// 重新拉取详情，让时间线出现本次的「用户催单」系统记录。
return fetchDetail(shell, ctx.ticket.id, { scrollEnd: true });
}).catch(function (error) {
var wait = parseInt(error && error.data && error.data.urge_wait, 10) || 0;
if (wait) ctx.urgeUntil = Date.now() + wait * 1000;
src/Admin/Native/UsersMenusTicketsDetail.php
+17
View File
@@ -49,6 +49,12 @@ trait UsersMenusTicketsDetail {
} else {
$html .= '<ol class="aksrt-ticket-detail__replies">';
foreach ($replies as $reply) {
if ((string) $reply['author_type'] === 'system') {
// 系统记录（如催单）：居中提示行，无头像 / 引用 / 附件。
$html .= '<li class="aksrt-ticket-detail__system"><span>' . esc_html((string) $reply['content'])
. '</span><time>' . esc_html((string) $reply['created_at']) . '</time></li>';
continue;
}
$is_admin = (string) $reply['author_type'] === 'admin';
$html .= '<li class="aksrt-ticket-detail__reply is-' . ($is_admin ? 'admin' : 'user') . '">';
$html .= $this->ticket_message_head(
@@ -159,6 +165,17 @@ trait UsersMenusTicketsDetail {
}
$rows[__('提交时间', 'aksrt')] = esc_html((string) $ticket['post_time']);
$rows[__('最后回复', 'aksrt')] = esc_html((string) $ticket['last_reply_time'] !== '' ? (string) $ticket['last_reply_time'] : '—');
if ((int) $ticket['urge_count'] > 0) {
$rows[__('催单', 'aksrt')] = '<span class="aksrt-ticket-urge">' . esc_html(sprintf(
/* translators: %d urge count */
__('%d 次', 'aksrt'),
(int) $ticket['urge_count']
)) . '</span> <span class="aksrt-tickets-admin__muted">' . esc_html(sprintf(
/* translators: %s last urge time */
__('最近 %s', 'aksrt'),
(string) $ticket['last_urge_time']
)) . '</span>';
}
$html = '<section class="aksrt-ticket-detail__card"><dl class="aksrt-ticket-detail__info">';
foreach ($rows as $label => $value) {
src/Admin/Native/UsersMenusTicketsList.php
+20 -2
View File
@@ -217,7 +217,7 @@ trait UsersMenusTicketsList {
printf(
'<tr id="aksrt-ticket-%1$d" class="aksrt-tickets-admin__row%2$s">'
. '<td class="column-title"><a class="row-title" href="%3$s" aria-expanded="%4$s">%5$s</a>'
. '<td class="column-title"><a class="row-title" href="%3$s" aria-expanded="%4$s">%5$s</a>%15$s'
. '<div class="aksrt-tickets-admin__sub"><code>%6$s</code>%7$s</div></td>'
. '<td class="column-status"><span class="aksrt-ticket-badge" style="--aksrt-ticket-color:%8$s">%9$s</span></td>'
. '<td class="column-type">%10$s</td>'
@@ -245,7 +245,8 @@ trait UsersMenusTicketsList {
/* translators: %s submit time */
__('提交于 %s', 'aksrt'),
(string) $ticket['post_time']
))
)),
$this->ticket_urge_badge($ticket) // phpcs:ignore WordPress.Security.EscapeOutput.OutputNotEscaped
);
if ($is_open) {
@@ -253,6 +254,23 @@ trait UsersMenusTicketsList {
}
}
/** 催单徽标：次数 + 悬停显示最近催单时间；已完结或未催过不输出。 */
private function ticket_urge_badge(array $ticket): string {
$count = (int) ($ticket['urge_count'] ?? 0);
if ($count <= 0 || !empty($ticket['is_closed'])) {
return '';
}
return ' <span class="aksrt-ticket-urge" title="' . esc_attr(sprintf(
/* translators: %s last urge time */
__('最近催单：%s', 'aksrt'),
(string) $ticket['last_urge_time']
)) . '">' . esc_html(sprintf(
/* translators: %d urge count */
__('催单 ×%d', 'aksrt'),
$count
)) . '</span>';
}
/** 头像 + 名称（链接到用户编辑页）。后台不走前台懒加载，直接输出 src。 */
private function ticket_user_chip(int $user_id, string $name): string {
$avatar = function_exists('aksrt_get_avatar_url') ? aksrt_get_avatar_url($user_id, 48) : '';
src/Core/DBMigrator.php
+3 -1
View File
@@ -24,7 +24,9 @@ class DBMigrator {
// 3.0.0: 售后（order_aftersale）整体替换为工单系统（6 张 aksrt_ticket* 表）。
// 工单不再绑定订单退款流程：标题 + 部门 + 描述为必填，关联订单为可选项；
// 沟通记录从工单上的 JSON 日志升级为独立的 ticket_reply 行（支持引用回复）。
const SCHEMA_VERSION = '3.0.0';
// 3.1.0: aksrt_ticket 新增 urge_count / last_urge_time（催单次数与最近催单时间），
// 催单冷却改由 last_urge_time 判定，不再依赖 transient；催单同时写入 system 类型的 ticket_reply。
const SCHEMA_VERSION = '3.1.0';
const OPT_KEY = 'aksrt_db_schema_version';
src/Core/DBMigratorTicket.php
+2
View File
@@ -31,6 +31,8 @@ trait DBMigratorTicket {
admin_id BIGINT UNSIGNED NOT NULL DEFAULT 0,
last_reply_admin_id BIGINT UNSIGNED NOT NULL DEFAULT 0,
post_admin_id BIGINT UNSIGNED NOT NULL DEFAULT 0,
urge_count INT UNSIGNED NOT NULL DEFAULT 0,
last_urge_time DATETIME DEFAULT NULL,
created_at DATETIME NOT NULL,
updated_at DATETIME DEFAULT NULL,
PRIMARY KEY (id),
src/Settings/MailNotifications.php
+22
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@@ -26,6 +26,28 @@ final class MailNotifications {
add_action('aksrt_friend_link_submitted', [self::class, 'friend_link_submitted'], 20, 1);
add_action('aksrt_user_phone_changed', [self::class, 'phone_changed'], 20, 2);
add_action('aksrt_user_restriction_changed', [self::class, 'restriction_changed'], 20, 4);
add_action('aksrt_ticket_urged', [self::class, 'ticket_urged'], 20, 1);
}
/**
* 催单邮件：已指派跟进人时只发给跟进人，否则发给全部管理员（与站内通知同一路由）。
*
* @param array<string,mixed> $ticket
*/
public static function ticket_urged(array $ticket): void {
$vars = [
'username' => (string) ($ticket['user_name'] ?? ''),
'count' => (int) ($ticket['urge_count'] ?? 0),
'ticket_num' => (string) ($ticket['ticket_num'] ?? ''),
'title' => (string) ($ticket['title'] ?? ''),
'url' => admin_url('users.php?page=aksrt_tickets&id=' . (int) ($ticket['id'] ?? 0)),
];
$assignee = get_userdata((int) ($ticket['admin_id'] ?? 0));
if ($assignee instanceof \WP_User && is_email($assignee->user_email)) {
self::send('ticket_urge_admin', $assignee->user_email, $vars);
return;
}
self::send_admin('ticket_urge_admin', $vars);
}
public static function restriction_changed(int $user_id, string $type, string $action, string $reason): void {
src/Settings/MailTemplates.php
+2 -1
View File
@@ -20,6 +20,7 @@ final class MailTemplates {
'auth_apply_admin' => self::event('身份认证申请通知', '用户 {username} 提交了身份认证申请，请登录后台审核。\n查看地址：{url}', ['username', 'url']),
'ban_appeal_admin' => self::event('账号申诉通知', '用户 {username} 提交了账号申诉。\n查看地址：{url}', ['username', 'url']),
'report_admin' => self::event('举报提交通知', '收到新的举报。\n举报人：{username}\n对象：{title}\n查看地址：{url}', ['username', 'title', 'url']),
'ticket_urge_admin' => self::event('工单催单通知', '用户 {username} 催促处理工单（第 {count} 次）。\n工单：#{ticket_num} {title}\n查看地址：{url}', ['username', 'count', 'ticket_num', 'title', 'url']),
'reg_verify_code' => self::event('注册验证码', '您好 {username}，\n\n您正在注册 {site_name}，验证码为：\n\n【{code}】\n\n验证码 10 分钟内有效。如非本人操作，请忽略此邮件。', ['username', 'site_name', 'code']),
'reg_success' => self::event('注册成功', '您好 {username}，\n\n欢迎加入 {site_name}！您的账号已注册成功。\n\n登录地址：{url}', ['username', 'site_name', 'url']),
@@ -95,7 +96,7 @@ final class MailTemplates {
['key' => 'mail_more_content', 'label' => '邮件附加内容（支持基础 HTML）', 'type' => 'textarea', 'rows' => 3, 'sanitize_type' => 'html', 'default' => $defaults['mail_more_content']],
]],
];
$admin = ['links_submit_admin', 'order_paid_admin', 'withdraw_submitted_admin', 'post_pending_admin', 'auth_apply_admin', 'ban_appeal_admin', 'report_admin'];
$admin = ['links_submit_admin', 'order_paid_admin', 'withdraw_submitted_admin', 'post_pending_admin', 'auth_apply_admin', 'ban_appeal_admin', 'report_admin', 'ticket_urge_admin'];
$user = array_values(array_diff(array_keys($definitions), $admin));
$groups[] = self::event_group('admin', '管理员邮件推送', $admin, $definitions, $defaults);
$groups[] = self::event_group('user', '用户邮件推送', $user, $definitions, $defaults);
src/Ticket/TicketRepository.php
+38 -1
View File
@@ -206,6 +206,37 @@ final class TicketRepository {
$wpdb->update($table, $fields, ['id' => $id], $formats, ['%d']);
}
/**
* 催单：冷却期内拒绝，否则次数 +1 并记录时间。
*
* 条件更新保证并发请求只会有一条命中（冷却以 last_urge_time 为准，不依赖对象缓存）。
*
* @return int 新的催单次数；0 = 仍在冷却期或写入失败
*/
public function record_urge(int $id, int $cooldown_seconds): int {
global $wpdb;
$table = $this->table();
if ($table === '' || $id <= 0) {
return 0;
}
$now = current_time('mysql');
$threshold = wp_date('Y-m-d H:i:s', time() - max(0, $cooldown_seconds));
$affected = $wpdb->query($wpdb->prepare(
"UPDATE {$table} SET urge_count = urge_count + 1, last_urge_time = %s, updated_at = %s WHERE id = %d AND (last_urge_time IS NULL OR last_urge_time <= %s)", // phpcs:ignore WordPress.DB.PreparedSQL
$now,
$now,
$id,
$threshold
));
if ((int) $affected !== 1) {
return 0;
}
return (int) $wpdb->get_var($wpdb->prepare(
"SELECT urge_count FROM {$table} WHERE id = %d", // phpcs:ignore WordPress.DB.PreparedSQL
$id
));
}
/* ------------------------------------------------------------------ *
* 沟通记录
* ------------------------------------------------------------------ */
@@ -323,6 +354,8 @@ final class TicketRepository {
'admin_name' => $this->user_name((int) ($row['admin_id'] ?? 0)),
'last_reply_admin_id' => (int) ($row['last_reply_admin_id'] ?? 0),
'post_admin_id' => (int) ($row['post_admin_id'] ?? 0),
'urge_count' => (int) ($row['urge_count'] ?? 0),
'last_urge_time' => (string) ($row['last_urge_time'] ?? ''),
'user_name' => $this->user_name((int) ($row['user_id'] ?? 0)),
'created_at' => (string) ($row['created_at'] ?? ''),
'updated_at' => (string) ($row['updated_at'] ?? ''),
@@ -334,7 +367,11 @@ final class TicketRepository {
* @return array<string,mixed>
*/
private function normalize_reply(array $row): array {
$author_type = (string) ($row['author_type'] ?? '') === 'admin' ? 'admin' : 'user';
// system = 系统记录（如催单），界面渲染为居中提示，不可引用。
$author_type = (string) ($row['author_type'] ?? '');
if (!in_array($author_type, ['admin', 'system'], true)) {
$author_type = 'user';
}
$author_id = (int) ($row['author_id'] ?? 0);
$reply_id = (int) ($row['id'] ?? 0);
$quote_id = (int) ($row['quote_reply_id'] ?? 0);
src/Ticket/TicketRest.php
+20 -11
View File
@@ -234,7 +234,7 @@ final class TicketRest {
}
$ticket['replies'] = $repo->replies($id);
$ticket['notes'] = [];
$ticket['urge_wait'] = empty($ticket['is_closed']) ? $this->urge_wait($id) : 0;
$ticket['urge_wait'] = $this->urge_wait($ticket);
return rest_ensure_response(['success' => true, 'data' => $ticket]);
}
@@ -314,7 +314,7 @@ final class TicketRest {
$quote_id = absint($request->get_param('quote_reply_id'));
if ($quote_id > 0) {
$quoted = $repo->find_reply($quote_id);
if ($quoted === null || (int) $quoted['ticket_id'] !== $id) {
if ($quoted === null || (int) $quoted['ticket_id'] !== $id || $quoted['author_type'] === 'system') {
$quote_id = 0;
}
}
@@ -345,16 +345,19 @@ final class TicketRest {
if (!empty($ticket['is_closed'])) {
return new \WP_Error('aksrt_ticket_closed', __('工单已关闭，无法催单', 'aksrt'), ['status' => 409]);
}
$last = get_transient('aksrt_ticket_urge_' . $id);
if ($last !== false && (int) $last + TicketSettings::urge_interval() * MINUTE_IN_SECONDS > time()) {
$count = $repo->record_urge($id, TicketSettings::urge_interval() * MINUTE_IN_SECONDS);
if ($count <= 0) {
return new \WP_Error('aksrt_ticket_urge_limit', __('刚刚已催单，请稍后再试', 'aksrt'), [
'status' => 429,
'urge_wait' => $this->urge_wait($id),
'urge_wait' => $this->urge_wait($repo->find($id) ?? $ticket),
]);
}
set_transient('aksrt_ticket_urge_' . $id, time(), TicketSettings::urge_interval() * MINUTE_IN_SECONDS + 60);
/* translators: %d: urge count */
$repo->create_reply($id, 'system', get_current_user_id(), sprintf(__('用户催单（第 %d 次）', 'aksrt'), $count), []);
$ticket = $repo->find($id) ?? $ticket;
TicketNotifier::admin_activity($ticket, 'urge');
return rest_ensure_response(['success' => true, 'data' => ['urge_wait' => $this->urge_wait($id)]]);
do_action('aksrt_ticket_urged', $ticket);
return rest_ensure_response(['success' => true, 'data' => ['urge_wait' => $this->urge_wait($ticket)]]);
}
public function close(\WP_REST_Request $request) {
@@ -378,12 +381,18 @@ final class TicketRest {
* ------------------------------------------------------------------ */
/** 距离下次可催单的剩余秒数（0 = 可立即催单）。 */
private function urge_wait(int $id): int {
$last = get_transient('aksrt_ticket_urge_' . $id);
if ($last === false) {
private function urge_wait(array $ticket): int {
$last = (string) ($ticket['last_urge_time'] ?? '');
if ($last === '' || !empty($ticket['is_closed'])) {
return 0;
}
return max(0, (int) $last + TicketSettings::urge_interval() * MINUTE_IN_SECONDS - time());
try {
// last_urge_time 以站点时区写入（current_time('mysql')），按站点时区还原为时间戳。
$ts = (new \DateTimeImmutable($last, wp_timezone()))->getTimestamp();
} catch (\Exception $e) {
return 0;
}
return max(0, $ts + TicketSettings::urge_interval() * MINUTE_IN_SECONDS - time());
}
private function ensure_enabled(): bool {
src/Ticket/TicketRestAdmin.php
+1 -1
View File
@@ -362,7 +362,7 @@ final class TicketRestAdmin {
$quote_id = absint($request->get_param('quote_reply_id'));
if ($quote_id > 0) {
$quoted = $repo->find_reply($quote_id);
if ($quoted === null || (int) $quoted['ticket_id'] !== $id) {
if ($quoted === null || (int) $quoted['ticket_id'] !== $id || $quoted['author_type'] === 'system') {
$quote_id = 0;
}
}
tests/widget-system/ticket-permission-contract.test.cjs
+24 -5
View File
@@ -126,16 +126,35 @@ test('urge has a cooldown driven by settings', () => {
const rest = read('src/Ticket/TicketRest.php');
const body = rest.slice(rest.indexOf('public function urge('));
assert.match(body, /get_transient\('aksrt_ticket_urge_' \. \$id\)/);
assert.match(body, /set_transient\('aksrt_ticket_urge_' \. \$id, time\(\)/);
assert.match(body, /TicketSettings::urge_interval\(\) \* MINUTE_IN_SECONDS/);
// 冷却以工单行 last_urge_time 为准（条件 UPDATE 防并发），不再依赖 transient。
assert.ok(!/_transient\('aksrt_ticket_urge_/.test(rest), 'urge cooldown must not use transients');
assert.match(body, /\$count = \$repo->record_urge\(\$id, TicketSettings::urge_interval\(\) \* MINUTE_IN_SECONDS\);/);
assert.match(body, /if \(\$count <= 0\) \{\s*\n\s*return new \\WP_Error\('aksrt_ticket_urge_limit'/);
const repo = read('src/Ticket/TicketRepository.php');
assert.match(repo, /SET urge_count = urge_count \+ 1, last_urge_time = %s/);
assert.match(repo, /AND \(last_urge_time IS NULL OR last_urge_time <= %s\)/);
});
test('urge writes a system record, notifies admins and fires the mail hook', () => {
const rest = read('src/Ticket/TicketRest.php');
const body = rest.slice(rest.indexOf('public function urge('), rest.indexOf('public function close('));
assert.match(body, /\$repo->create_reply\(\$id, 'system', get_current_user_id\(\)/);
assert.match(body, /TicketNotifier::admin_activity\(\$ticket, 'urge'\);/);
assert.match(body, /do_action\('aksrt_ticket_urged', \$ticket\);/);
const repo = read('src/Ticket/TicketRepository.php');
assert.match(repo, /if \(!in_array\(\$author_type, \['admin', 'system'\], true\)\) \{/);
assert.match(repo, /'urge_count' => \(int\) \(\$row\['urge_count'\] \?\? 0\),/);
});
test('quoted replies must belong to the same ticket', () => {
for (const file of ['src/Ticket/TicketRest.php', 'src/Ticket/TicketRestAdmin.php']) {
const src = read(file);
assert.match(src, /if \(\$quoted === null \|\| \(int\) \$quoted\['ticket_id'\] !== \$id\) \{\s*\n\s*\$quote_id = 0;/,
`${file} must drop cross-ticket quotes`);
// 跨工单引用与系统记录（催单提示）一律丢弃。
assert.match(src, /if \(\$quoted === null \|\| \(int\) \$quoted\['ticket_id'\] !== \$id \|\| \$quoted\['author_type'\] === 'system'\) \{\s*\n\s*\$quote_id = 0;/,
`${file} must drop cross-ticket and system quotes`);
}
const repo = read('src/Ticket/TicketRepository.php');
tests/widget-system/ticket-schema-version.test.cjs
+7 -3
View File
@@ -3,7 +3,7 @@
/**
* 工单表结构契约：
* 1) 6 张 aksrt_ticket* 表全部由 DBMigratorPart2 建出，且被 migrate_ticket_tables() 调用；
* 2) SCHEMA_VERSION 已升到 3.0.0（dbDelta 只在版本变化时重跑）；
* 2) SCHEMA_VERSION 已升到 3.1.0（dbDelta 只在版本变化时重跑）；
* 3) aksrt_order_aftersale 已从 schema 与表名映射中彻底移除；
* 4) 状态与部门 seeds 幂等，默认状态被标记为不可改删。
*/
@@ -27,10 +27,14 @@ const TABLES = [
test('schema version is bumped so dbDelta re-runs', () => {
const migrator = read('src/Core/DBMigrator.php');
assert.match(migrator, /const SCHEMA_VERSION = '3\.0\.0';/, 'SCHEMA_VERSION must be 3.0.0');
assert.match(migrator, /const SCHEMA_VERSION = '3\.1\.0';/, 'SCHEMA_VERSION must be 3.1.0');
assert.ok(migrator.includes('use DBMigratorTicket;'), 'DBMigratorTicket trait not composed');
// 版本注释要说明 3.0.0 做了什么，否则后人看不懂这次升版的原因。
// 版本注释要说明每次升版做了什么，否则后人看不懂升版原因。
assert.match(migrator, /3\.0\.0: 售后（order_aftersale）整体替换为工单系统/);
assert.match(migrator, /3\.1\.0: aksrt_ticket 新增 urge_count \/ last_urge_time/);
const ticket = read('src/Core/DBMigratorTicket.php');
assert.match(ticket, /urge_count INT UNSIGNED NOT NULL DEFAULT 0,/);
assert.match(ticket, /last_urge_time DATETIME DEFAULT NULL,/);
});
test('order_aftersale is gone from schema and the table map', () => {