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

- 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>

src/Admin/Native/UsersMenusTicketsDetail.php

@@ -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

@@ -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

@@ -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

@@ -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

@@ -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

@@ -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

@@ -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

@@ -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

@@ -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;
             }
         }