<?php

namespace app\controller\app;

use app\support\ContentService;
use app\support\TicketAttachmentService;
use support\Request;
use support\think\Db;

class TicketsController
{
    public function overview(Request $request)
    {
        $userId = app_user_id($request);
        $ticketIds = Db::name('tickets')->where('user_id', $userId)->column('id');
        $ticketTypes = (new ContentService())->getTicketTypes();

        return api_success([
            'cards' => [
                [
                    'title' => '全部工单',
                    'value' => (int)Db::name('tickets')->where('user_id', $userId)->count(),
                    'desc' => '您当前已提交的全部客服工单',
                ],
                [
                    'title' => '待处理',
                    'value' => (int)Db::name('tickets')->where('user_id', $userId)->whereIn('status', ['pending', 'processing', 'waiting_user'])->count(),
                    'desc' => '客服待处理或正在跟进中的工单',
                ],
                [
                    'title' => '已解决',
                    'value' => (int)Db::name('tickets')->where('user_id', $userId)->where('status', 'resolved')->count(),
                    'desc' => '已处理完成的工单数量',
                ],
                [
                    'title' => '工单留言',
                    'value' => $ticketIds ? (int)Db::name('ticket_messages')->whereIn('ticket_id', $ticketIds)->count() : 0,
                    'desc' => '您与客服之间的全部沟通记录',
                ],
            ],
            'ticket_types' => $ticketTypes,
        ]);
    }

    public function meta(Request $request)
    {
        $content = new ContentService();
        return api_success([
            'ticket_types' => $content->getTicketTypes(),
            'ticket_statuses' => $content->getTicketStatuses(),
        ]);
    }

    public function index(Request $request)
    {
        $userId = app_user_id($request);
        $status = trim((string)$request->input('status', ''));
        $type = trim((string)$request->input('ticket_type', ''));

        $query = Db::name('tickets')
            ->where('user_id', $userId)
            ->order('id', 'desc');

        if ($status !== '') {
            $query->where('status', $status);
        }
        if ($type !== '') {
            $query->where('ticket_type', $type);
        }

        $rows = $query->select()->toArray();

        $list = array_map(function (array $item) {
            $lastMessage = Db::name('ticket_messages')
                ->where('ticket_id', $item['id'])
                ->order('id', 'desc')
                ->find();

            $lastAttachments = $this->attachmentService()->normalize($lastMessage['attachments_json'] ?? null, $request);
            $latestMessage = $lastMessage['content'] ?? ($item['content'] ?? '');
            if ($latestMessage === '' && $lastAttachments) {
                $latestMessage = sprintf('[附件 %d 张]', count($lastAttachments));
            }

            return [
                'id' => (int)$item['id'],
                'ticket_no' => $item['ticket_no'],
                'ticket_type' => $item['ticket_type'],
                'ticket_type_text' => $this->ticketTypeText($item['ticket_type']),
                'status' => $item['status'],
                'status_text' => $this->statusText($item['status']),
                'priority' => $item['priority'],
                'priority_text' => $this->priorityText($item['priority']),
                'title' => $item['title'] ?: '未命名工单',
                'order_id' => (int)($item['order_id'] ?? 0),
                'latest_message' => $latestMessage,
                'updated_at' => $item['updated_at'],
                'created_at' => $item['created_at'],
            ];
        }, $rows);

        return api_success(['list' => $list]);
    }

    public function detail(Request $request)
    {
        $id = (int)$request->input('id', 0);
        if ($id <= 0) {
            return api_error('工单 ID 不能为空', 422);
        }

        $ticket = Db::name('tickets')->where('id', $id)->where('user_id', app_user_id($request))->find();
        if (!$ticket) {
            return api_error('工单不存在', 404);
        }

        $messages = Db::name('ticket_messages')
            ->where('ticket_id', $id)
            ->order('id', 'asc')
            ->select()
            ->toArray();

        $order = null;
        if (!empty($ticket['order_id'])) {
            $order = Db::name('orders')
                ->field(['id', 'order_no', 'display_status'])
                ->where('id', $ticket['order_id'])
                ->where('user_id', app_user_id($request))
                ->find();
        }

        return api_success([
            'ticket_info' => [
                'id' => (int)$ticket['id'],
                'ticket_no' => $ticket['ticket_no'],
                'ticket_type' => $ticket['ticket_type'],
                'ticket_type_text' => $this->ticketTypeText($ticket['ticket_type']),
                'status' => $ticket['status'],
                'status_text' => $this->statusText($ticket['status']),
                'priority' => $ticket['priority'],
                'priority_text' => $this->priorityText($ticket['priority']),
                'title' => $ticket['title'],
                'content' => $ticket['content'] ?: '',
                'order_id' => (int)($ticket['order_id'] ?? 0),
                'created_at' => $ticket['created_at'],
                'updated_at' => $ticket['updated_at'],
            ],
            'order_info' => $order ? [
                'order_id' => (int)$order['id'],
                'order_no' => $order['order_no'],
                'display_status' => $order['display_status'],
            ] : null,
            'messages' => array_map(function (array $item) {
                return [
                    'sender_type' => $item['sender_type'],
                    'sender_type_text' => match ($item['sender_type']) {
                        'customer_service' => '客服',
                        'system' => '系统',
                        default => '您',
                    },
                    'content' => $item['content'] ?: '',
                    'attachments' => $this->attachmentService()->normalize($item['attachments_json'] ?? null, $request),
                    'created_at' => $item['created_at'],
                ];
            }, $messages),
        ]);
    }

    public function create(Request $request)
    {
        $userId = app_user_id($request);
        $ticketType = trim((string)$request->input('ticket_type', 'order_issue'));
        $title = trim((string)$request->input('title', ''));
        $content = trim((string)$request->input('content', ''));
        $attachments = $this->attachmentService()->normalize($request->input('attachments', []), $request, true);
        $orderId = (int)$request->input('order_id', 0);
        $reportId = (int)$request->input('report_id', 0);

        if ($title === '') {
            return api_error('工单标题不能为空', 422);
        }
        if ($content === '' && !$attachments) {
            return api_error('问题描述和附件至少填写一项', 422);
        }

        $bizType = 'support';
        $bizId = null;

        if ($orderId > 0) {
            $order = Db::name('orders')->where('id', $orderId)->where('user_id', $userId)->find();
            if (!$order) {
                return api_error('关联订单不存在', 404);
            }
            $bizType = 'order';
            $bizId = $orderId;
        } elseif ($reportId > 0) {
            $report = Db::name('reports')
                ->alias('r')
                ->join('orders o', 'o.id = r.order_id')
                ->where('r.id', $reportId)
                ->where('r.report_status', 'published')
                ->where('o.user_id', $userId)
                ->field('r.id')
                ->find();
            if (!$report) {
                return api_error('关联报告不存在', 404);
            }
            $bizType = 'report';
            $bizId = $reportId;
        }

        $now = date('Y-m-d H:i:s');
        $ticketNo = 'TK' . date('YmdHis') . mt_rand(100, 999);

        Db::startTrans();
        try {
            $ticketId = (int)Db::name('tickets')->insertGetId([
                'ticket_no' => $ticketNo,
                'ticket_type' => $ticketType,
                'biz_type' => $bizType,
                'biz_id' => $bizId,
                'order_id' => $orderId > 0 ? $orderId : null,
                'user_id' => $userId,
                'status' => 'pending',
                'priority' => 'normal',
                'assignee_id' => null,
                'title' => $title,
                'content' => $content,
                'closed_at' => null,
                'created_at' => $now,
                'updated_at' => $now,
            ]);

            Db::name('ticket_messages')->insertAll([
                [
                    'ticket_id' => $ticketId,
                    'sender_type' => 'user',
                    'sender_id' => $userId,
                    'content' => $content,
                    'attachments_json' => $attachments ? json_encode($attachments, JSON_UNESCAPED_UNICODE) : null,
                    'created_at' => $now,
                ],
                [
                    'ticket_id' => $ticketId,
                    'sender_type' => 'system',
                    'sender_id' => null,
                    'content' => '工单已创建，客服会尽快与您联系。',
                    'attachments_json' => null,
                    'created_at' => $now,
                ],
            ]);

            Db::commit();
        } catch (\Throwable $e) {
            Db::rollback();
            return api_error('工单创建失败', 500, [
                'detail' => $e->getMessage(),
            ]);
        }

        return api_success([
            'ticket_id' => $ticketId,
            'ticket_no' => $ticketNo,
        ], '工单已提交');
    }

    public function reply(Request $request)
    {
        $ticketId = (int)$request->input('ticket_id', 0);
        $content = trim((string)$request->input('content', ''));
        $attachments = $this->attachmentService()->normalize($request->input('attachments', []), $request, true);

        if ($ticketId <= 0) {
            return api_error('工单 ID 不能为空', 422);
        }
        if ($content === '' && !$attachments) {
            return api_error('回复内容和附件至少填写一项', 422);
        }

        $ticket = Db::name('tickets')->where('id', $ticketId)->where('user_id', app_user_id($request))->find();
        if (!$ticket) {
            return api_error('工单不存在', 404);
        }

        $now = date('Y-m-d H:i:s');

        Db::startTrans();
        try {
            Db::name('ticket_messages')->insert([
                'ticket_id' => $ticketId,
                'sender_type' => 'user',
                'sender_id' => app_user_id($request),
                'content' => $content,
                'attachments_json' => $attachments ? json_encode($attachments, JSON_UNESCAPED_UNICODE) : null,
                'created_at' => $now,
            ]);

            Db::name('tickets')->where('id', $ticketId)->update([
                'status' => 'processing',
                'updated_at' => $now,
            ]);

            Db::commit();
        } catch (\Throwable $e) {
            Db::rollback();
            return api_error('发送失败', 500, [
                'detail' => $e->getMessage(),
            ]);
        }

        return api_success([
            'ticket_id' => $ticketId,
        ], '已发送');
    }

    public function uploadFile(Request $request)
    {
        try {
            $asset = $this->attachmentService()->upload($request);
            return api_success($asset);
        } catch (\Throwable $e) {
            return api_error($e->getMessage(), 422);
        }
    }

    public function deleteFile(Request $request)
    {
        $fileUrl = trim((string)$request->input('file_url', ''));
        if ($fileUrl === '') {
            return api_error('文件地址不能为空', 422);
        }

        $this->attachmentService()->delete($fileUrl);

        return api_success([
            'file_url' => $fileUrl,
        ], '删除成功');
    }

    private function statusText(string $status): string
    {
        return (new ContentService())->ticketStatusText($status);
    }

    private function priorityText(string $priority): string
    {
        return match ($priority) {
            'high' => '高优先级',
            'normal' => '普通',
            'low' => '低优先级',
            default => $priority,
        };
    }

    private function ticketTypeText(string $type): string
    {
        return (new ContentService())->ticketTypeText($type);
    }

    private function attachmentService(): TicketAttachmentService
    {
        return new TicketAttachmentService();
    }
}