from django.utils import timezone

from apps.audit.models import OperationAuditLog
from apps.tickets.models import Ticket, TicketEvent


class TicketStatusError(ValueError):
    pass


STANDARD_TRANSITIONS: dict[str, set[str]] = {
    "pending_info": {"pending", "closed"},
    "pending": {"in_progress", "closed"},
    "in_progress": {"pending_confirm"},
    "pending_confirm": {"resolved", "in_progress", "closed"},
    "resolved": {"closed"},
    "closed": set(),
}

SHORT_TRANSITIONS: dict[str, set[str]] = {
    "pending_info": {"pending", "resolved", "closed"},
    "pending": {"resolved", "closed"},
    "in_progress": {"resolved", "closed"},
    "pending_confirm": {"resolved", "closed"},
    "resolved": {"closed"},
    "closed": set(),
}

MEDIUM_TRANSITIONS: dict[str, set[str]] = {
    "pending_info": {"pending", "closed"},
    "pending": {"in_progress", "resolved", "closed"},
    "in_progress": {"resolved", "pending_confirm", "closed"},
    "pending_confirm": {"resolved", "in_progress", "closed"},
    "resolved": {"closed"},
    "closed": set(),
}

CATEGORY_TRANSITION_POLICIES = {
    "business_issue": SHORT_TRANSITIONS,
    "operation_issue": SHORT_TRANSITIONS,
    "data_issue": MEDIUM_TRANSITIONS,
    "technical_issue": STANDARD_TRANSITIONS,
}

# Backward compatible export used by older tests and internal imports.
ALLOWED_TRANSITIONS = STANDARD_TRANSITIONS


def get_ticket_category_code(ticket: Ticket) -> str | None:
    if ticket.category_id and ticket.category:
        return ticket.category.code
    return None


def get_allowed_transitions(from_status: str, category_code: str | None = None) -> set[str]:
    transitions = CATEGORY_TRANSITION_POLICIES.get(category_code or "", STANDARD_TRANSITIONS)
    return transitions.get(from_status, set())


def validate_status_transition(
    from_status: str,
    to_status: str,
    category_code: str | None = None,
) -> None:
    if to_status not in get_allowed_transitions(from_status, category_code):
        raise TicketStatusError(f"Invalid ticket status transition: {from_status} -> {to_status}")


def transition_requires_remark(
    from_status: str,
    to_status: str,
    category_code: str | None = None,
) -> bool:
    if to_status == "resolved":
        return False
    if category_code in {"business_issue", "operation_issue"} and to_status == "closed":
        return False
    return to_status in {"in_progress", "pending_confirm", "closed"}


def transition_ticket(
    ticket: Ticket,
    to_status: str,
    remark: str = "",
    operator=None,
    *,
    resolution: str = "",
    is_resolved: bool | None = None,
    replied_to_customer: bool | None = None,
) -> Ticket:
    from_status = ticket.status
    category_code = get_ticket_category_code(ticket)
    validate_status_transition(from_status, to_status, category_code)
    ticket.status = to_status
    if to_status == "resolved":
        ticket.resolved_at = timezone.now()
        ticket.is_resolved = True if is_resolved is None else is_resolved
    elif is_resolved is not None:
        ticket.is_resolved = is_resolved
    if to_status == "closed":
        ticket.closed_at = timezone.now()
    if resolution:
        ticket.resolution_summary = resolution
    if replied_to_customer is not None:
        ticket.replied_to_customer = replied_to_customer
    ticket.save(
        update_fields=[
            "status",
            "resolved_at",
            "closed_at",
            "resolution_summary",
            "is_resolved",
            "replied_to_customer",
            "updated_at",
        ]
    )
    TicketEvent.objects.create(
        ticket=ticket,
        event_type="status_change",
        from_value={"status": from_status},
        to_value={
            "status": to_status,
            "resolution": ticket.resolution_summary,
            "is_resolved": ticket.is_resolved,
            "replied_to_customer": ticket.replied_to_customer,
        },
        operator=operator,
        remark=remark,
    )
    OperationAuditLog.objects.create(
        user=operator,
        module="tickets",
        action="status_transition",
        target_type="ticket",
        target_id=str(ticket.id),
        result="success",
        request_snapshot={"from": from_status, "to": to_status, "remark": remark},
    )
    return ticket