assets/admin/src/schema/sections/users/ticket.js

@@ -8,7 +8,7 @@ export const ticketSchema = {
   key: 'users.ticket',
   title: '工单中心',
   icon: 'fa fas fa-headset',
-  description: '工单功能开关、工单号前缀、提交公告与提交表单（图片上传、关联订单、催单冷却）配置；部门、状态与预设回复在本页其余分页中维护。',
+  description: '工单功能开关、工单号前缀、提交公告与提交表单（图片上传、关联订单、催单冷却、字数上限）配置；部门、状态与预设回复在本页其余分页中维护。',
   defaults: {
     ticket_s: true,
     ticket_num_prefix: 'T',
@@ -18,6 +18,9 @@ export const ticketSchema = {
     ticket_attachment_max: 5,
     ticket_order_link_s: true,
     ticket_urge_interval: 15,
+    ticket_title_max: 200,
+    ticket_content_max: 5000,
+    ticket_reply_max: 3000,
   },
   groups: [
     {
@@ -40,6 +43,9 @@ export const ticketSchema = {
         { key: 'ticket_attachment_max', label: '单个工单图片上限', type: 'number', default: 5, min: 1, max: 9, help: '工单内容与每条回复各自可上传的图片数量上限' },
         { key: 'ticket_order_link_s', label: '允许关联订单', type: 'switch', default: true, help: '开启后新建工单时可选择关联本人一个已支付订单；关闭后工单与订单完全解耦' },
         { key: 'ticket_urge_interval', label: '催单冷却(分钟)', type: 'number', default: 15, min: 1, max: 1440, help: '同一工单两次催单之间的最小间隔' },
+        { key: 'ticket_title_max', label: '标题字数上限', type: 'number', default: 200, min: 10, max: 200, help: '工单标题最多可输入的字数（前台提交与后台代客提交共用）' },
+        { key: 'ticket_content_max', label: '问题描述字数上限', type: 'number', default: 5000, min: 100, max: 16000, help: '新建工单时问题描述最多可输入的字数（前台提交与后台代客提交共用）' },
+        { key: 'ticket_reply_max', label: '回复字数上限', type: 'number', default: 3000, min: 100, max: 16000, help: '用户与客服每条回复（含后台内部备注）最多可输入的字数' },
       ],
     },
   ],

assets/js/ticket-center-core.js

@@ -35,6 +35,12 @@
     return parseInt(settings().attachmentMax, 10) || 5;
   }
 
+  /** 字数上限（后台「工单中心 → 提交设置」配置，PHP 侧已夹取边界）。 */
+  function lengthMax(kind) {
+    var defaults = { title: 200, content: 5000, reply: 3000 };
+    return parseInt(settings()[kind + 'Max'], 10) || defaults[kind];
+  }
+
   function escapeHtml(value) {
     return String(value === null || value === undefined ? '' : value)
       .replace(/&/g, '&')
@@ -359,6 +365,7 @@
     settings: settings,
     attachmentEnabled: attachmentEnabled,
     attachmentMax: attachmentMax,
+    lengthMax: lengthMax,
     escapeHtml: escapeHtml,
     notyf: notyf,
     request: request,

assets/js/ticket-center.js

@@ -22,6 +22,7 @@
   var settings = core.settings;
   var attachmentEnabled = core.attachmentEnabled;
   var attachmentMax = core.attachmentMax;
+  var lengthMax = core.lengthMax;
   var escapeHtml = core.escapeHtml;
   var notyf = core.notyf;
   var request = core.request;
@@ -448,11 +449,11 @@
       + attachTrayHtml()
       + '<div class="aksrt-ticket-composer__input">'
       + '<label class="screen-reader-text" for="' + fieldId + '">回复内容</label>'
-      + '<textarea id="' + fieldId + '" name="reply" rows="2" maxlength="3000"'
+      + '<textarea id="' + fieldId + '" name="reply" rows="2" maxlength="' + lengthMax('reply') + '"'
       + ' placeholder="补充说明或回复客服…"></textarea></div>'
       + '<div class="aksrt-ticket-composer__bar">'
       + '<span class="aksrt-ticket-composer__hint">Ctrl + Enter 发送</span>'
-      + '<span class="aksrt-ticket-counter" data-aksrt-ticket-counter="reply">0 / 3000</span>'
+      + '<span class="aksrt-ticket-counter" data-aksrt-ticket-counter="reply">0 / ' + lengthMax('reply') + '</span>'
       + '<button type="submit" class="btn-primary" data-aksrt-ticket-submit>' + icon('fa-paper-plane') + '发送</button>'
       + '</div></form>';
   }
@@ -642,8 +643,8 @@
 
     html += field(
       '<label for="aksrt-ticket-f-title">工单标题<em aria-hidden="true">*</em></label>',
-      '<input id="aksrt-ticket-f-title" type="text" name="title" maxlength="200" autocomplete="off" placeholder="一句话概括问题，如：支付成功但会员未开通">',
+      '<input id="aksrt-ticket-f-title" type="text" name="title" maxlength="' + lengthMax('title') + '" autocomplete="off" placeholder="一句话概括问题，如：支付成功但会员未开通">',
-      '<span class="aksrt-ticket-counter" data-aksrt-ticket-counter="title">0 / 200</span>'
+      '<span class="aksrt-ticket-counter" data-aksrt-ticket-counter="title">0 / ' + lengthMax('title') + '</span>'
     );
 
     html += '<fieldset class="aksrt-ticket-field aksrt-ticket-types" data-aksrt-ticket-types>'
@@ -667,8 +668,8 @@
 
     html += field(
       '<label for="aksrt-ticket-f-content">问题描述<em aria-hidden="true">*</em></label>',
-      '<textarea id="aksrt-ticket-f-content" name="content" rows="5" maxlength="5000" placeholder="请描述问题现象、发生时间、操作步骤等，信息越完整处理越快"></textarea>',
+      '<textarea id="aksrt-ticket-f-content" name="content" rows="5" maxlength="' + lengthMax('content') + '" placeholder="请描述问题现象、发生时间、操作步骤等，信息越完整处理越快"></textarea>',
-      '<span class="aksrt-ticket-counter" data-aksrt-ticket-counter="content">0 / 5000</span>'
+      '<span class="aksrt-ticket-counter" data-aksrt-ticket-counter="content">0 / ' + lengthMax('content') + '</span>'
     );
 
     if (attachmentEnabled()) {

src/Admin/Native/UsersMenusTicketsCenter.php

@@ -23,7 +23,6 @@ trait UsersMenusTicketsCenter {
 
     private const TICKET_PAGE_SLUG = 'aksrt_tickets';
     private const TICKET_PER_PAGE = 20;
-    private const TICKET_CONTENT_MAX = 3000;
 
     /** 待接单工单数（后台 admin_notices 用）。 */
     private function count_pending_tickets(): int {
@@ -194,7 +193,7 @@ trait UsersMenusTicketsCenter {
             return 'reply_failed';
         }
         $content = trim($this->ticket_post_textarea('content'));
-        if ($content === '' || mb_strlen($content) > self::TICKET_CONTENT_MAX) {
+        if ($content === '' || mb_strlen($content) > \AKSRT\Ticket\TicketSettings::reply_max()) {
             return 'reply_failed';
         }
         $reply_id = $repo->create_reply($id, 'admin', get_current_user_id(), $content, [], 0);
@@ -213,7 +212,7 @@ trait UsersMenusTicketsCenter {
             return 'failed';
         }
         $content = trim($this->ticket_post_textarea('content'));
-        if ($content === '' || mb_strlen($content) > self::TICKET_CONTENT_MAX) {
+        if ($content === '' || mb_strlen($content) > \AKSRT\Ticket\TicketSettings::reply_max()) {
             return 'failed';
         }
         return \AKSRT\Ticket\TicketNoteService::create($id, $content, get_current_user_id()) > 0
@@ -235,10 +234,10 @@ trait UsersMenusTicketsCenter {
         $content = trim($this->ticket_post_textarea('content'));
         $type_id = isset($_POST['ticket_type_id']) ? absint($_POST['ticket_type_id']) : 0;
 
-        if ($user_id <= 0 || !get_userdata($user_id) || $title === '' || mb_strlen($title) > 200) {
+        if ($user_id <= 0 || !get_userdata($user_id) || $title === '' || mb_strlen($title) > \AKSRT\Ticket\TicketSettings::title_max()) {
             return 'create_failed';
         }
-        if ($content === '' || mb_strlen($content) > self::TICKET_CONTENT_MAX) {
+        if ($content === '' || mb_strlen($content) > \AKSRT\Ticket\TicketSettings::content_max()) {
             return 'create_failed';
         }
         if (!\AKSRT\Ticket\TicketTypeService::exists($type_id)) {

src/Admin/Native/UsersMenusTicketsDetail.php

@@ -108,7 +108,7 @@ trait UsersMenusTicketsDetail {
         $html .= $this->ticket_form_open('note', $id, 'aksrt-ticket-detail__note-form');
         $html .= wp_nonce_field('aksrt_ticket_note_' . $id, '_wpnonce', true, false);
         $html .= '<label class="screen-reader-text" for="aksrt-ticket-note-' . $id . '">' . esc_html__('备注内容', 'aksrt') . '</label>';
-        $html .= '<textarea id="aksrt-ticket-note-' . $id . '" name="content" rows="2" required maxlength="' . (int) self::TICKET_CONTENT_MAX . '" placeholder="' . esc_attr__('记录处理进展、排查结论…', 'aksrt') . '"></textarea>';
+        $html .= '<textarea id="aksrt-ticket-note-' . $id . '" name="content" rows="2" required maxlength="' . (int) \AKSRT\Ticket\TicketSettings::reply_max() . '" placeholder="' . esc_attr__('记录处理进展、排查结论…', 'aksrt') . '"></textarea>';
         $html .= '<button type="submit" class="button">' . esc_html__('添加备注', 'aksrt') . '</button>';
         $html .= '</form>';
         $html .= '</section>';
@@ -123,7 +123,7 @@ trait UsersMenusTicketsDetail {
         $html = $this->ticket_form_open('reply', $id, 'aksrt-ticket-detail__reply-form');
         $html .= wp_nonce_field('aksrt_ticket_reply_' . $id, '_wpnonce', true, false);
         $html .= '<label class="aksrt-ticket-detail__heading" for="' . esc_attr($field) . '">' . esc_html__('回复用户', 'aksrt') . '</label>';
-        $html .= '<textarea id="' . esc_attr($field) . '" name="content" rows="5" required maxlength="' . (int) self::TICKET_CONTENT_MAX . '"'
+        $html .= '<textarea id="' . esc_attr($field) . '" name="content" rows="5" required maxlength="' . (int) \AKSRT\Ticket\TicketSettings::reply_max() . '"'
             . ' data-aksrt-ticket-reply-input placeholder="' . esc_attr__('填写回复内容，提交后用户将收到通知', 'aksrt') . '"></textarea>';
         $html .= '<div class="aksrt-ticket-detail__reply-foot">';
 
@@ -142,7 +142,7 @@ trait UsersMenusTicketsDetail {
             }
             $html .= '</select>';
         }
-        $html .= '<span class="aksrt-ticket-detail__counter" data-aksrt-ticket-counter="' . esc_attr($field) . '">0 / ' . (int) self::TICKET_CONTENT_MAX . '</span>';
+        $html .= '<span class="aksrt-ticket-detail__counter" data-aksrt-ticket-counter="' . esc_attr($field) . '">0 / ' . (int) \AKSRT\Ticket\TicketSettings::reply_max() . '</span>';
         $html .= '<button type="submit" class="button button-primary">' . esc_html__('提交回复', 'aksrt') . '</button>';
         $html .= '</div></form>';
         return $html;

src/Admin/Native/UsersMenusTicketsList.php

@@ -45,8 +45,9 @@ trait UsersMenusTicketsList {
         }
         echo '</select></label>';
         printf(
-            '<label class="is-wide"><span>%s</span><input type="text" name="title" maxlength="200" required class="large-text" /></label>',
+            '<label class="is-wide"><span>%s</span><input type="text" name="title" maxlength="%d" required class="large-text" /></label>',
-            esc_html__('标题', 'aksrt')
+            esc_html__('标题', 'aksrt'),
+            \AKSRT\Ticket\TicketSettings::title_max()
         );
         if (\AKSRT\Ticket\TicketSettings::order_link_enabled()) {
             printf(
@@ -58,7 +59,7 @@ trait UsersMenusTicketsList {
         printf(
             '<label class="is-wide"><span>%s</span><textarea name="content" rows="4" maxlength="%d" required class="large-text"></textarea></label>',
             esc_html__('问题描述', 'aksrt'),
-            (int) self::TICKET_CONTENT_MAX
+            \AKSRT\Ticket\TicketSettings::content_max()
         );
         echo '</div>';
         printf(

src/Admin/Schema/Users/SchemaUsersTicket.php

@@ -33,6 +33,9 @@ class SchemaUsersTicket {
                     ['key' => 'ticket_attachment_max', 'label' => '单个工单图片上限', 'type' => 'number', 'default' => 5, 'min' => 1, 'max' => 9, 'help' => '工单内容与每条回复各自可上传的图片数量上限'],
                     ['key' => 'ticket_order_link_s', 'label' => '允许关联订单', 'type' => 'switch', 'default' => true, 'help' => '开启后新建工单时可选择关联本人一个已支付订单；关闭后工单与订单完全解耦'],
                     ['key' => 'ticket_urge_interval', 'label' => '催单冷却(分钟)', 'type' => 'number', 'default' => 15, 'min' => 1, 'max' => 1440, 'help' => '同一工单两次催单之间的最小间隔'],
+                    ['key' => 'ticket_title_max', 'label' => '标题字数上限', 'type' => 'number', 'default' => 200, 'min' => 10, 'max' => 200, 'help' => '工单标题最多可输入的字数（前台提交与后台代客提交共用）'],
+                    ['key' => 'ticket_content_max', 'label' => '问题描述字数上限', 'type' => 'number', 'default' => 5000, 'min' => 100, 'max' => 16000, 'help' => '新建工单时问题描述最多可输入的字数（前台提交与后台代客提交共用）'],
+                    ['key' => 'ticket_reply_max', 'label' => '回复字数上限', 'type' => 'number', 'default' => 3000, 'min' => 100, 'max' => 16000, 'help' => '用户与客服每条回复（含后台内部备注）最多可输入的字数'],
                 ]],
             ],
         ];

src/Core/ScriptsPart1c.php

@@ -498,10 +498,10 @@ trait ScriptsPart1c {
                     'desc'       => (string) ($report['desc'] ?? ''),
                 ];
             })(),
-            // 工单配置（ticket-center.js）：附件开关与上限、提交公告、催单冷却。
+            // 工单配置（ticket-center.js）：附件开关与上限、提交公告、催单冷却、字数上限。
             'ticket'                => (function () {
                 if (!class_exists('\AKSRT\Ticket\TicketSettings')) {
-                    return ['enabled' => false, 'attachmentEnabled' => false, 'attachmentMax' => 5, 'notice' => ['open' => false, 'text' => ''], 'urgeInterval' => 15];
+                    return ['enabled' => false, 'attachmentEnabled' => false, 'attachmentMax' => 5, 'notice' => ['open' => false, 'text' => ''], 'urgeInterval' => 15, 'titleMax' => 200, 'contentMax' => 5000, 'replyMax' => 3000];
                 }
                 return [
                     'enabled'           => \AKSRT\Ticket\TicketSettings::enabled(),
@@ -512,6 +512,9 @@ trait ScriptsPart1c {
                         'text' => \AKSRT\Ticket\TicketSettings::notice_text(),
                     ],
                     'urgeInterval'      => \AKSRT\Ticket\TicketSettings::urge_interval(),
+                    'titleMax'          => \AKSRT\Ticket\TicketSettings::title_max(),
+                    'contentMax'        => \AKSRT\Ticket\TicketSettings::content_max(),
+                    'replyMax'          => \AKSRT\Ticket\TicketSettings::reply_max(),
                 ];
             })(),
             'stickyEnabled'         => class_exists('\AKSRT\Settings\Settings') ? !empty(\AKSRT\Settings\Settings::get_post_list_style_settings()['sticky_s']) : true,

src/Ticket/TicketConfigRest.php

@@ -250,7 +250,7 @@ trait TicketConfigRest {
             return new \WP_Error('aksrt_ticket_missing', __('工单不存在', 'aksrt'), ['status' => 404]);
         }
         $content = trim((string) $request->get_param('content'));
-        if ($content === '' || mb_strlen($content) > 2000) {
+        if ($content === '' || mb_strlen($content) > TicketSettings::reply_max()) {
             return new \WP_Error('aksrt_ticket_note_content', __('请填写有效的备注内容', 'aksrt'), ['status' => 400]);
         }
         if (TicketNoteService::create($id, $content, get_current_user_id()) <= 0) {
@@ -265,7 +265,7 @@ trait TicketConfigRest {
             return new \WP_Error('aksrt_ticket_note_missing', __('备注不存在', 'aksrt'), ['status' => 404]);
         }
         $content = trim((string) $request->get_param('content'));
-        if ($content === '' || mb_strlen($content) > 2000) {
+        if ($content === '' || mb_strlen($content) > TicketSettings::reply_max()) {
             return new \WP_Error('aksrt_ticket_note_content', __('请填写有效的备注内容', 'aksrt'), ['status' => 400]);
         }
         if (!TicketNoteService::update($id, $content)) {

src/Ticket/TicketRest.php

@@ -252,10 +252,10 @@ final class TicketRest {
         $type_id = absint($request->get_param('ticket_type_id'));
         $order_number = sanitize_text_field((string) $request->get_param('order_number'));
 
-        if ($title === '' || mb_strlen($title) > 200) {
+        if ($title === '' || mb_strlen($title) > TicketSettings::title_max()) {
             return new \WP_Error('aksrt_ticket_title', __('请填写有效的工单标题', 'aksrt'), ['status' => 400]);
         }
-        if ($content === '' || mb_strlen($content) > 5000) {
+        if ($content === '' || mb_strlen($content) > TicketSettings::content_max()) {
             return new \WP_Error('aksrt_ticket_content', __('请填写有效的问题描述', 'aksrt'), ['status' => 400]);
         }
         if (!TicketTypeService::exists($type_id)) {
@@ -308,7 +308,7 @@ final class TicketRest {
         }
 
         $content = trim((string) $request->get_param('content'));
-        if ($content === '' || mb_strlen($content) > 3000) {
+        if ($content === '' || mb_strlen($content) > TicketSettings::reply_max()) {
             return new \WP_Error('aksrt_ticket_reply_content', __('请填写有效的回复内容', 'aksrt'), ['status' => 400]);
         }
         $quote_id = absint($request->get_param('quote_reply_id'));

src/Ticket/TicketRestAdmin.php

@@ -311,10 +311,10 @@ final class TicketRestAdmin {
         if ($user_id <= 0 || !get_userdata($user_id)) {
             return new \WP_Error('aksrt_ticket_user', __('请选择工单所属用户', 'aksrt'), ['status' => 400]);
         }
-        if ($title === '' || mb_strlen($title) > 200) {
+        if ($title === '' || mb_strlen($title) > TicketSettings::title_max()) {
             return new \WP_Error('aksrt_ticket_title', __('请填写有效的工单标题', 'aksrt'), ['status' => 400]);
         }
-        if ($content === '' || mb_strlen($content) > 5000) {
+        if ($content === '' || mb_strlen($content) > TicketSettings::content_max()) {
             return new \WP_Error('aksrt_ticket_content', __('请填写有效的问题描述', 'aksrt'), ['status' => 400]);
         }
         if (!TicketTypeService::exists($type_id)) {
@@ -356,7 +356,7 @@ final class TicketRestAdmin {
             return new \WP_Error('aksrt_ticket_closed', __('工单已关闭，无法回复', 'aksrt'), ['status' => 409]);
         }
         $content = trim((string) $request->get_param('content'));
-        if ($content === '' || mb_strlen($content) > 3000) {
+        if ($content === '' || mb_strlen($content) > TicketSettings::reply_max()) {
             return new \WP_Error('aksrt_ticket_reply_content', __('请填写有效的回复内容', 'aksrt'), ['status' => 400]);
         }
         $quote_id = absint($request->get_param('quote_reply_id'));

src/Ticket/TicketSettings.php

@@ -62,4 +62,19 @@ final class TicketSettings {
     public static function urge_interval(): int {
         return max(1, min(1440, (int) (self::all()['ticket_urge_interval'] ?? 15)));
     }
+
+    /** 工单标题字数上限（tickets.title 为 VARCHAR(200)，故上界 200）。 */
+    public static function title_max(): int {
+        return max(10, min(200, (int) (self::all()['ticket_title_max'] ?? 200)));
+    }
+
+    /** 工单问题描述字数上限（TEXT 列 65535 字节，utf8mb4 每字最多 4 字节，故上界 16000）。 */
+    public static function content_max(): int {
+        return max(100, min(16000, (int) (self::all()['ticket_content_max'] ?? 5000)));
+    }
+
+    /** 每条回复 / 后台内部备注字数上限。 */
+    public static function reply_max(): int {
+        return max(100, min(16000, (int) (self::all()['ticket_reply_max'] ?? 3000)));
+    }
 }

tests/widget-system/ticket-schema-contract.test.cjs

@@ -26,6 +26,9 @@ const FIELD_ORDER = [
   'ticket_attachment_max',
   'ticket_order_link_s',
   'ticket_urge_interval',
+  'ticket_title_max',
+  'ticket_content_max',
+  'ticket_reply_max',
 ];
 
 const GROUPS = [
@@ -128,6 +131,11 @@ test('TicketSettings falls back to schema defaults and clamps numerics', () => {
   assert.match(body, /max\(1, min\(9, \(int\)/);
   assert.match(body, /max\(1, min\(1440, \(int\)/);
 
+  // 字数上限：标题 10..200（VARCHAR(200)），描述 / 回复 100..16000（TEXT 65535 字节 / utf8mb4）。
+  assert.match(body, /max\(10, min\(200, \(int\) \(self::all\(\)\['ticket_title_max'\] \?\? 200\)\)\)/);
+  assert.match(body, /max\(100, min\(16000, \(int\) \(self::all\(\)\['ticket_content_max'\] \?\? 5000\)\)\)/);
+  assert.match(body, /max\(100, min\(16000, \(int\) \(self::all\(\)\['ticket_reply_max'\] \?\? 3000\)\)\)/);
+
   // 公告文案走 kses（后台允许 HTML）。
   assert.match(body, /wp_kses_post/);
   // 分区名与 schema key 一致（常量在 all() 之前声明，故对整份文件断言）。