"""
Support ticket models for help desk functionality
"""
from sqlalchemy import Column, Integer, String, Text, DateTime, Boolean, ForeignKey, Enum
from sqlalchemy.orm import relationship
from datetime import datetime
import enum

from app.models.base import BaseModel


class TicketStatus(enum.Enum):
    OPEN = "open"
    IN_PROGRESS = "in_progress"
    RESOLVED = "resolved"
    CLOSED = "closed"


class TicketPriority(enum.Enum):
    LOW = "low"
    MEDIUM = "medium"
    HIGH = "high"
    URGENT = "urgent"


class TicketCategory(enum.Enum):
    BUG_REPORT = "bug_report"
    QA_ISSUE = "qa_issue"
    FEATURE_REQUEST = "feature_request"
    DATABASE_ISSUE = "database_issue"
    SYSTEM_ERROR = "system_error"
    USER_ACCESS = "user_access"
    PERFORMANCE = "performance"
    DOCUMENTATION = "documentation"
    CONFIGURATION = "configuration"
    TESTING = "testing"


class SupportTicket(BaseModel):
    """
    Support ticket for user help requests
    """
    __tablename__ = "support_tickets"
    
    id = Column(Integer, primary_key=True, autoincrement=True)
    ticket_number = Column(String(20), unique=True, nullable=False, index=True)  # Auto-generated like ST-2024-001
    
    # Ticket details
    subject = Column(String(200), nullable=False)
    description = Column(Text, nullable=False)
    category = Column(Enum(TicketCategory), default=TicketCategory.BUG_REPORT)
    priority = Column(Enum(TicketPriority), default=TicketPriority.MEDIUM)
    status = Column(Enum(TicketStatus), default=TicketStatus.OPEN)
    
    # User information
    user_id = Column(Integer, ForeignKey("users.id"), nullable=True)  # Null for anonymous submissions
    contact_name = Column(String(100), nullable=False)
    contact_email = Column(String(100), nullable=False)
    
    # System information (auto-detected)
    current_page = Column(String(100))  # Which page they were on
    browser_info = Column(String(200))  # User agent
    ip_address = Column(String(45))     # IP address
    
    # Timestamps
    created_at = Column(DateTime, default=datetime.utcnow, nullable=False)
    updated_at = Column(DateTime, default=datetime.utcnow, onupdate=datetime.utcnow)
    resolved_at = Column(DateTime)
    
    # Admin assignment
    assigned_to = Column(Integer, ForeignKey("users.id"))
    
    # Relationships
    submitter = relationship("User", foreign_keys=[user_id], back_populates="submitted_tickets")
    assigned_admin = relationship("User", foreign_keys=[assigned_to])
    responses = relationship("TicketResponse", back_populates="ticket", cascade="all, delete-orphan")


class TicketResponse(BaseModel):
    """
    Responses/comments on support tickets
    """
    __tablename__ = "ticket_responses"
    
    id = Column(Integer, primary_key=True, autoincrement=True)
    ticket_id = Column(Integer, ForeignKey("support_tickets.id"), nullable=False)
    
    # Response details
    message = Column(Text, nullable=False)
    is_internal = Column(Boolean, default=False)  # Internal admin notes vs public responses
    
    # Author information
    user_id = Column(Integer, ForeignKey("users.id"), nullable=True)
    author_name = Column(String(100))  # For non-user responses
    author_email = Column(String(100))  # For non-user responses
    
    # Timestamps
    created_at = Column(DateTime, default=datetime.utcnow, nullable=False)
    
    # Relationships
    ticket = relationship("SupportTicket", back_populates="responses")
    author = relationship("User")