<?php

namespace app\controller\admin;

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

class TicketsController
{
    public function overview(Request $request)
    {
        return api_success([
            'cards' => [
                [
                    'title' => '工单总量',
                    'value' => (int)Db::name('tickets')->count(),
                    'desc' => '当前数据库内工单总数',
                ],
                [
                    'title' => '待处理工单',
                    'value' => (int)Db::name('tickets')->whereIn('status', ['pending', 'processing'])->count(),
                    'desc' => '待处理与处理中工单数量',
                ],
                [
                    'title' => '已解决工单',
                    'value' => (int)Db::name('tickets')->where('status', 'resolved')->count(),
                    'desc' => '当前已解决的工单数量',
                ],
                [
                    'title' => '工单留言',
                    'value' => (int)Db::name('ticket_messages')->count(),
                    'desc' => '当前工单消息记录总数',
                ],
            ],
        ]);
    }

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

        $query = Db::name('tickets')
            ->field([
                'id',
                'ticket_no',
                'ticket_type',
                'biz_type',
                'biz_id',
                'order_id',
                'user_id',
                'status',
                'priority',
                'assignee_id',
                'title',
                'created_at',
                'updated_at',
            ])
            ->order('id', 'desc');

        if ($keyword !== '') {
            $query->where(function ($builder) use ($keyword) {
                $builder->whereLike('ticket_no', "%{$keyword}%")
                    ->whereOrLike('title', "%{$keyword}%");
            });
        }
        if ($status !== '') {
            $query->where('status', $status);
        }
        if ($type !== '') {
            $query->where('ticket_type', $type);
        }

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

        $list = array_map(function (array $item) {
            return [
                'id' => (int)$item['id'],
                'ticket_no' => $item['ticket_no'],
                'ticket_type' => $item['ticket_type'],
                'ticket_type_text' => $this->ticketTypeText($item['ticket_type']),
                'biz_type' => $item['biz_type'],
                'biz_id' => (int)($item['biz_id'] ?? 0),
                'order_id' => (int)($item['order_id'] ?? 0),
                'user_id' => (int)($item['user_id'] ?? 0),
                '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',
                'created_at' => $item['created_at'],
                'updated_at' => $item['updated_at'],
            ];
        }, $rows);

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

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

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

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

        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']),
                'biz_type' => $ticket['biz_type'],
                'biz_id' => (int)($ticket['biz_id'] ?? 0),
                'order_id' => (int)($ticket['order_id'] ?? 0),
                'user_id' => (int)($ticket['user_id'] ?? 0),
                'status' => $ticket['status'],
                'status_text' => $this->statusText($ticket['status']),
                'priority' => $ticket['priority'],
                'priority_text' => $this->priorityText($ticket['priority']),
                'title' => $ticket['title'],
                'content' => $ticket['content'],
                'created_at' => $ticket['created_at'],
                'updated_at' => $ticket['updated_at'],
            ],
            'messages' => array_map(function (array $item) {
                return [
                    'sender_type' => $item['sender_type'],
                    'sender_type_text' => $item['sender_type'] === 'customer_service' ? '客服' : ($item['sender_type'] === 'system' ? '系统' : '用户'),
                    'content' => $item['content'] ?: '',
                    'attachments' => $this->attachmentService()->normalize($item['attachments_json'] ?? null, $request),
                    'created_at' => $item['created_at'],
                ];
            }, $messages),
        ]);
    }

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

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

        $status = trim((string)$request->input('status', $ticket['status']));
        $priority = trim((string)$request->input('priority', $ticket['priority']));
        $now = date('Y-m-d H:i:s');

        Db::startTrans();
        try {
            Db::name('tickets')->where('id', $id)->update([
                'status' => $status,
                'priority' => $priority,
                'updated_at' => $now,
            ]);

            if ($status !== $ticket['status']) {
                $this->notifyStatusChanged($ticket, $status, $now);
            }

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

        return api_success(['id' => $id], '工单已更新');
    }

    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 (!$ticketId) {
            return api_error('工单 ID 不能为空', 422);
        }
        if ($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', $ticketId)->find();
        if (!$ticket) {
            return api_error('工单不存在', 404);
        }

        $now = date('Y-m-d H:i:s');
        Db::startTrans();
        try {
            $messageId = (int)Db::name('ticket_messages')->insertGetId([
                'ticket_id' => $ticketId,
                'sender_type' => 'customer_service',
                'sender_id' => 1,
                '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,
            ]);

            (new MessageDispatcher())->sendInboxEvent('ticket_reply', [
                'user_id' => (int)($ticket['user_id'] ?? 0),
                'biz_type' => 'ticket_message',
                'biz_id' => $messageId,
                'ticket_id' => $ticketId,
                'ticket_no' => $ticket['ticket_no'],
                'ticket_title' => $ticket['title'] ?: '客服工单',
                'reply_content' => $content,
                'fallback_title' => '工单有新回复',
                'fallback_content' => sprintf('客服已回复您的工单「%s」，点击查看详情。', $ticket['title'] ?: '客服工单'),
            ]);

            Db::commit();
            return api_success(['ticket_id' => $ticketId], '回复成功');
        } catch (\Throwable $e) {
            Db::rollback();
            return api_error('回复失败', 500, [
                'detail' => $e->getMessage(),
            ]);
        }
    }

    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 notifyStatusChanged(array $ticket, string $status, string $now): void
    {
        $eventConfig = match ($status) {
            'waiting_user' => [
                'event_code' => 'ticket_waiting_user',
                'title' => '工单等待您补充反馈',
                'content' => sprintf('客服正在跟进工单「%s」，当前需要您补充反馈信息。', $ticket['title'] ?: '客服工单'),
                'system_message' => '工单状态已更新为待用户反馈，请等待用户补充信息。',
            ],
            'resolved' => [
                'event_code' => 'ticket_resolved',
                'title' => '工单已解决',
                'content' => sprintf('您的工单「%s」已处理完成，如仍有疑问可继续留言。', $ticket['title'] ?: '客服工单'),
                'system_message' => '工单状态已更新为已解决。',
            ],
            'closed' => [
                'event_code' => 'ticket_closed',
                'title' => '工单已关闭',
                'content' => sprintf('您的工单「%s」已关闭，如需继续处理可重新发起工单。', $ticket['title'] ?: '客服工单'),
                'system_message' => '工单状态已更新为已关闭。',
            ],
            default => null,
        };

        if (!$eventConfig) {
            return;
        }

        $messageId = (int)Db::name('ticket_messages')->insertGetId([
            'ticket_id' => (int)$ticket['id'],
            'sender_type' => 'system',
            'sender_id' => null,
            'content' => $eventConfig['system_message'],
            'attachments_json' => null,
            'created_at' => $now,
        ]);

        (new MessageDispatcher())->sendInboxEvent($eventConfig['event_code'], [
            'user_id' => (int)($ticket['user_id'] ?? 0),
            'biz_type' => 'ticket_message',
            'biz_id' => $messageId,
            'ticket_id' => (int)$ticket['id'],
            'ticket_no' => $ticket['ticket_no'] ?? '',
            'ticket_title' => $ticket['title'] ?: '客服工单',
            'fallback_title' => $eventConfig['title'],
            'fallback_content' => $eventConfig['content'],
        ]);
    }

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