import pytest
from django.contrib.auth import get_user_model

from apps.channels.models import ChannelConversation, ChannelEndpoint, ChannelMessage
from apps.solutions.models import TicketResolution
from apps.tickets.automation import (
    apply_automation_action,
    approve_and_send,
    close_due_ticket_automation,
    handle_customer_feedback,
    handle_customer_reply_delivery_failed,
)
from apps.tickets.models import (
    CustomerReplyTask,
    Ticket,
    TicketAutomationEvent,
    TicketAutomationRun,
    TicketAutomationRunStatus,
)
from apps.workitems.models import WorkItem, WorkItemStatus, WorkItemType


@pytest.mark.django_db(transaction=True)
def test_one_approval_resolves_and_closes_without_duplicate_business_facts():
    actor = get_user_model().objects.create_superuser(
        username="automation-approver",
        password="test-password",
    )
    ticket = Ticket.objects.create(
        ticket_no="TK-AUTO-0001",
        title="登录回调后仍停留在登录页",
        description="生产环境登录回调成功，但页面没有跳转。",
        status="pending_confirm",
    )
    reply_task = CustomerReplyTask.objects.create(
        ticket=ticket,
        status="draft",
        draft_text="您好，请重新登录并确认页面已恢复。",
        final_text="您好，请重新登录并确认页面已恢复。",
        revision=1,
    )
    run = TicketAutomationRun.objects.create(
        ticket=ticket,
        status=TicketAutomationRunStatus.WAITING_APPROVAL,
        current_step="approve_and_send",
        reply_task=reply_task,
        policy_snapshot={
            "policy_version": "test",
            "auto_close_hours": 24,
            "max_retries": 2,
        },
    )

    approve_and_send(
        run,
        actor=actor,
        expected_reply_revision=1,
        final_text=reply_task.final_text,
        resolution_text="认证回调状态已恢复，会话可以正常写入。",
        manual_delivery_confirmed=True,
    )

    ticket.refresh_from_db()
    run.refresh_from_db()
    reply_task.refresh_from_db()
    assert ticket.status == "resolved"
    assert reply_task.status == "sent"
    assert run.status == TicketAutomationRunStatus.WAITING_CUSTOMER
    assert run.next_action_at is not None
    assert TicketResolution.objects.filter(ticket=ticket, source="system").count() == 1
    assert not WorkItem.objects.filter(
        ticket=ticket,
        task_type=WorkItemType.TICKET_CLOSE,
        status=WorkItemStatus.ACTIVE,
    ).exists()

    # 浏览器重复提交相同批准不会产生第二条回复、解决记录或关闭计划。
    approve_and_send(
        run,
        actor=actor,
        expected_reply_revision=1,
        final_text=reply_task.final_text,
        resolution_text="认证回调状态已恢复，会话可以正常写入。",
        manual_delivery_confirmed=True,
    )
    assert CustomerReplyTask.objects.filter(ticket=ticket).count() == 1
    assert TicketResolution.objects.filter(ticket=ticket).count() == 1
    assert TicketAutomationEvent.objects.filter(
        run=run,
        event_type="waiting_customer",
    ).count() == 1

    assert close_due_ticket_automation(run.id, force=True) is True
    assert close_due_ticket_automation(run.id, force=True) is False
    ticket.refresh_from_db()
    run.refresh_from_db()
    assert ticket.status == "closed"
    assert run.status == TicketAutomationRunStatus.COMPLETED
    assert TicketAutomationEvent.objects.filter(
        run=run,
        event_type="completed",
    ).count() == 1


@pytest.mark.django_db(transaction=True)
def test_negative_feedback_after_close_creates_one_linked_follow_up_ticket():
    source = Ticket.objects.create(
        ticket_no="TK-AUTO-0002",
        title="登录问题已关闭",
        description="登录回调问题已经恢复。",
        status="closed",
        priority="high",
        environment="生产环境",
        related_system="统一身份平台",
    )
    run = TicketAutomationRun.objects.create(
        ticket=source,
        status=TicketAutomationRunStatus.COMPLETED,
        current_step="closed",
        policy_snapshot={"policy_version": "test"},
    )

    assert handle_customer_feedback(source.id, "还是不行，登录后继续报错") == (
        "follow_up_created"
    )
    assert handle_customer_feedback(source.id, "还是不行，登录后继续报错") == (
        "follow_up_created"
    )

    follow_up = Ticket.objects.get(follow_up_of=source)
    assert follow_up.status == "pending"
    assert follow_up.priority == "high"
    assert follow_up.environment == "生产环境"
    assert source.follow_up_tickets.count() == 1
    assert source.events.filter(event_type="follow_up_created").count() == 1
    assert run.events.filter(event_type="follow_up_created").count() == 1


@pytest.mark.django_db(transaction=True)
def test_failed_channel_delivery_retries_the_same_outbound_message(monkeypatch):
    actor = get_user_model().objects.create_superuser(
        username="automation-retry",
        password="test-password",
    )
    ticket = Ticket.objects.create(
        ticket_no="TK-AUTO-0003",
        title="渠道重试",
        description="验证渠道失败后的幂等重试。",
        status="pending_confirm",
    )
    reply_task = CustomerReplyTask.objects.create(
        ticket=ticket,
        status="approved",
        draft_text="请确认恢复结果。",
        final_text="请确认恢复结果。",
        revision=1,
    )
    run = TicketAutomationRun.objects.create(
        ticket=ticket,
        status=TicketAutomationRunStatus.WAITING_DELIVERY,
        current_step="wait_delivery",
        reply_task=reply_task,
        approved_by=actor,
        policy_snapshot={"policy_version": "test"},
    )
    endpoint = ChannelEndpoint.objects.create(name="自动化重试渠道")
    conversation = ChannelConversation.objects.create(
        endpoint=endpoint,
        external_conversation_id="retry-conversation",
        ticket=ticket,
    )
    message = ChannelMessage.objects.create(
        endpoint=endpoint,
        conversation=conversation,
        ticket=ticket,
        customer_reply_task=reply_task,
        reply_revision=1,
        direction="outbound",
        idempotency_key="automation-retry-message",
        text=reply_task.final_text,
        status="failed",
        error_message="上游超时",
        created_by=actor,
    )
    queued = []
    monkeypatch.setattr(
        "apps.channels.tasks.deliver_channel_message_task.delay",
        lambda message_id: queued.append(message_id),
    )

    handle_customer_reply_delivery_failed(reply_task.id, "上游超时")
    run.refresh_from_db()
    assert run.current_step == "delivery_failed"
    assert run.last_error_code == "channel_delivery_failed"

    apply_automation_action(run, "retry", actor=actor)

    run.refresh_from_db()
    message.refresh_from_db()
    assert message.status == "queued"
    assert message.idempotency_key == "automation-retry-message"
    assert run.current_step == "wait_delivery"
    assert run.last_error_message == ""
    assert queued == [message.id]