from datetime import datetime
from typing import Any

from ninja import Schema


class TicketIn(Schema):
    title: str
    description: str
    category_code: str | None = None
    priority: str = "medium"
    problem_performance: str = ""
    problem_object: str = ""
    submitter_name: str = ""
    submitter_org: str = ""
    impact_scope: str = ""
    environment: str = ""
    related_system: str = ""
    product_name: str = ""
    module_name: str = ""
    tags: list[str] = []
    attempted_actions: str = ""
    error_information: str = ""
    customer_request: str = ""
    current_result: str = ""
    assignee_id: int | None = None
    problem_started_at: datetime | None = None
    customer_last_message_at: datetime | None = None
    support_first_response_at: datetime | None = None
    support_last_reply_at: datetime | None = None


class TicketUpdateIn(Schema):
    title: str | None = None
    description: str | None = None
    category_code: str | None = None
    priority: str | None = None
    problem_performance: str | None = None
    problem_object: str | None = None
    submitter_name: str | None = None
    submitter_org: str | None = None
    impact_scope: str | None = None
    environment: str | None = None
    related_system: str | None = None
    product_name: str | None = None
    module_name: str | None = None
    tags: list[str] | None = None
    attempted_actions: str | None = None
    error_information: str | None = None
    customer_request: str | None = None
    current_result: str | None = None
    assignee_id: int | None = None
    problem_started_at: datetime | None = None
    customer_last_message_at: datetime | None = None
    support_first_response_at: datetime | None = None
    support_last_reply_at: datetime | None = None


class TicketStatusIn(Schema):
    status: str
    remark: str = ""
    resolution: str = ""
    replied_to_customer: bool | None = None


class TicketUserOut(Schema):
    id: int
    username: str
    display_name: str


class TicketCategoryOut(Schema):
    id: int
    code: str
    name: str
    description: str


class TicketOut(Schema):
    id: int
    ticket_no: str
    title: str
    description: str
    category: TicketCategoryOut | None = None
    category_code: str | None = None
    status: str
    priority: str
    problem_performance: str
    problem_object: str
    submitter_name: str
    submitter_org: str
    resolution: str
    resolution_id: int | None
    resolution_type: str | None
    resolution_source: str | None
    resolution_root_cause: str
    linked_solution_id: int | None
    is_resolved: bool
    replied_to_customer: bool
    impact_scope: str
    environment: str
    related_system: str
    product_name: str
    module_name: str
    tags: list[str]
    attempted_actions: str
    error_information: str
    customer_request: str
    current_result: str
    requester_id: int | None
    assignee_id: int | None
    requester: TicketUserOut | None = None
    assignee: TicketUserOut | None = None
    problem_started_at: datetime | None
    customer_last_message_at: datetime | None
    support_first_response_at: datetime | None
    support_last_reply_at: datetime | None
    resolved_at: datetime | None
    closed_at: datetime | None
    archived_at: datetime | None
    archived_by: TicketUserOut | None = None
    created_at: datetime
    updated_at: datetime


class TicketListOut(Schema):
    items: list[TicketOut]
    page: int
    page_size: int
    total: int
    total_pages: int


class TicketEventOut(Schema):
    id: int
    event_type: str
    from_value: dict
    to_value: dict
    remark: str
    operator: TicketUserOut | None = None
    source: str
    agent_run_id: int | None
    metadata: dict[str, Any]
    created_at: datetime


class TicketCommentIn(Schema):
    content: str
    comment_type: str = "user"
    visibility: str = "internal"


class TicketCommentOut(Schema):
    id: int
    content: str
    comment_type: str
    visibility: str
    created_by: TicketUserOut | None = None
    created_at: datetime


class TicketCollaboratorIn(Schema):
    user_id: int
    role: str = "collaborator"


class TicketCollaboratorOut(Schema):
    id: int
    user: TicketUserOut
    role: str
    added_by: TicketUserOut | None = None
    created_at: datetime


class TicketFieldEvidenceOut(Schema):
    id: int
    field_name: str
    value: Any
    source: str
    confidence: float | None
    evidence: dict[str, Any]
    agent_run_id: int | None
    is_protected: bool
    created_by: TicketUserOut | None = None
    created_at: datetime


class TicketAttachmentIn(Schema):
    file_name: str
    file_type: str = ""
    mime_type: str = ""
    file_size: int = 0
    storage_path: str


class TicketAttachmentOut(Schema):
    id: int
    file_name: str
    file_type: str
    mime_type: str
    file_size: int
    storage_path: str
    sha256: str
    scan_status: str
    scan_result: dict[str, Any]
    parse_status: str
    parse_error: str
    parsed_text: str
    created_at: datetime


class TicketIntakeTraceOut(Schema):
    available: bool
    public_id: str | None = None
    status: str = ""
    source_text: str = ""
    problem_valid: bool | None = None
    invalid_reason: str = ""
    missing_fields: list[str] = []
    message_timeline: list[dict[str, Any]] = []
    agent_run_public_id: str | None = None


class TicketSimilaritySuggestionOut(Schema):
    ticket_id: int
    ticket_no: str
    title: str
    status: str
    category_code: str | None
    score: float
    title_similarity: float
    keyword_score: float
    matched_excerpt: str
    algorithm_version: str
    created_at: datetime | None = None


class TicketSupportAnalysisOut(Schema):
    id: int
    ticket_id: int
    run_public_id: str
    agent_version: int
    status: str
    progress_stage: str
    progress_message: str
    query: str
    retrieval_policy: dict[str, Any]
    references: list[dict[str, Any]]
    final_output: Any | None
    automation_decision: dict[str, Any]
    applied_solution_id: int | None
    processed_at: datetime | None
    error_code: str
    error_message: str
    created_at: datetime
    started_at: datetime | None
    finished_at: datetime | None


class TicketKnowledgeDistillationOut(Schema):
    id: int
    ticket_id: int
    run_public_id: str
    agent_version: int
    status: str
    progress_stage: str
    progress_message: str
    references: list[dict[str, Any]]
    retrieval_policy: dict[str, Any]
    final_output: Any | None
    should_distill: bool | None
    reason: str
    assessment: dict[str, Any]
    knowledge_item_id: int | None
    troubleshooting_plan_id: int | None
    solution_id: int | None
    processed_at: datetime | None
    error_code: str
    error_message: str
    created_at: datetime
    started_at: datetime | None
    finished_at: datetime | None


class CustomerReplyRevisionOut(Schema):
    version: int
    content: str
    source: str
    edited_by_id: int | None
    created_at: datetime


class CustomerReplyTaskOut(Schema):
    id: int
    ticket_id: int
    support_analysis_id: int | None
    status: str
    draft_text: str
    final_text: str
    revision: int
    created_by_id: int | None
    updated_by_id: int | None
    approved_by_id: int | None
    approved_at: datetime | None
    sent_by_id: int | None
    sent_at: datetime | None
    created_at: datetime
    updated_at: datetime
    revisions: list[CustomerReplyRevisionOut]


class CustomerReplyUpdateIn(Schema):
    final_text: str
    expected_revision: int


class CustomerReplyConfirmIn(Schema):
    expected_revision: int


class IntakeEvaluationRecordIn(Schema):
    case_key: str
    draft_public_id: str


class IntakeEvaluationResultOut(Schema):
    id: int
    case_key: str
    case_source_kind: str
    draft_public_id: str
    ticket_id: int | None
    actual_auto_created: bool
    correct_field_count: int
    evaluated_field_count: int
    field_accuracy: float | None
    passed: bool
    details: dict[str, Any]
    created_at: datetime
    updated_at: datetime


class IntakeRateMetricOut(Schema):
    valid_input_count: int
    auto_created_count: int
    auto_creation_rate: float | None


class IntakeEvaluationMetricOut(Schema):
    enabled_case_count: int
    reviewed_case_count: int
    coverage_rate: float | None
    valid_input_count: int
    auto_created_count: int
    auto_creation_rate: float | None
    correct_field_count: int
    evaluated_field_count: int
    field_accuracy: float | None
    evidence_covered_field_count: int
    evidence_field_count: int
    evidence_coverage_rate: float | None
    correct_timeline_item_count: int
    evaluated_timeline_item_count: int
    timeline_accuracy: float | None
    result_selection: str


class IntakeQualityTargetsOut(Schema):
    auto_creation_rate: float
    field_accuracy: float
    coverage_complete: bool
    auto_creation_rate_met: bool | None
    field_accuracy_met: bool | None


class IntakeQualityMetricsOut(Schema):
    include_synthetic: bool
    operational: IntakeRateMetricOut
    evaluation: IntakeEvaluationMetricOut
    targets: IntakeQualityTargetsOut


class SupportEvaluationRecordIn(Schema):
    case_key: str
    analysis_id: int


class SupportEvaluationResultOut(Schema):
    id: int
    case_key: str
    case_source_kind: str
    analysis_id: int
    ticket_id: int
    actual_candidate_solution_ids: list[int]
    actual_citation_ranks: list[int]
    matched_expected_solution: bool
    actual_auto_resolved: bool
    actual_manual_fallback: bool
    incorrect_auto_reuse: bool
    citations_valid: bool
    passed: bool
    details: dict[str, Any]
    created_at: datetime
    updated_at: datetime


class SupportEvaluationMetricOut(Schema):
    enabled_case_count: int
    reviewed_case_count: int
    coverage_rate: float | None
    expected_match_case_count: int
    matched_solution_count: int
    solution_match_rate: float | None
    eligible_auto_resolve_case_count: int
    auto_resolved_count: int
    eligible_auto_resolve_rate: float | None
    actual_auto_resolved_count: int
    incorrect_auto_reuse_count: int
    incorrect_auto_reuse_rate: float | None
    expected_manual_fallback_count: int
    manual_fallback_count: int
    manual_fallback_accuracy: float | None
    citation_valid_count: int
    citation_validity_rate: float | None
    result_selection: str


class SupportQualityTargetsOut(Schema):
    solution_match_rate: float
    eligible_auto_resolve_rate: float
    incorrect_auto_reuse_rate: float
    coverage_complete: bool
    solution_match_rate_met: bool | None
    eligible_auto_resolve_rate_met: bool | None
    incorrect_auto_reuse_rate_met: bool | None
    manual_fallback_accuracy_met: bool | None
    citation_validity_rate_met: bool | None


class SupportQualityMetricsOut(Schema):
    include_synthetic: bool
    evaluation: SupportEvaluationMetricOut
    targets: SupportQualityTargetsOut