"""Wire schemas for the support-ticket domain."""
from __future__ import annotations

from typing import Literal

from pydantic import BaseModel, Field


class CreateTicketBody(BaseModel):
    title: str = Field(min_length=1, max_length=255)
    body: str = Field(min_length=1, max_length=8000)
    category: str = "other"
    priority: str = "normal"
    # When the ticket is filed from a pre-file deflection session, link it so
    # the funnel can record an escalation (best-effort; ignored if unknown).
    deflect_event_id: str | None = None


class DeflectBody(BaseModel):
    title: str = Field(default="", max_length=255)
    body: str = Field(min_length=1, max_length=8000)


class ReplyBody(BaseModel):
    body: str = Field(min_length=1, max_length=8000)


class ResolveBody(BaseModel):
    resolution: str = Field(min_length=1, max_length=8000)


class RateBody(BaseModel):
    """3-point CSAT, mirror caliber: 1=不满意 / 2=一般 / 3=满意."""

    score: int = Field(ge=1, le=3)


class AssignBody(BaseModel):
    assignee_id: str


class CopilotMessage(BaseModel):
    role: str  # "user" | "assistant"
    content: str = Field(max_length=8000)


class CopilotChatBody(BaseModel):
    """One question from the web assistant page.

    ``message`` is the whole request. The thread the model is shown is the
    SERVER's, keyed by person — exactly as in Feishu — and is not accepted from
    the client. It was, until #3413, and that stopped being acceptable the
    moment this surface gained a write path: "the caller supplies what the
    assistant remembers" is a place to put words in the assistant's mouth and
    then act on them.

    ``messages`` remains only so a page still running the previous bundle keeps
    working through a deploy; its last user turn is read and the rest ignored.
    """

    message: str | None = Field(default=None, max_length=8000)
    messages: list[CopilotMessage] = Field(default_factory=list, max_length=40)

    def question(self) -> str:
        if self.message and self.message.strip():
            return self.message.strip()
        for turn in reversed(self.messages):
            if turn.role == "user" and turn.content.strip():
                return turn.content.strip()
        return ""


class CopilotFeedbackBody(BaseModel):
    """A verdict on one stored answer, and optionally why it did not work."""

    message_id: str
    helpful: bool
    #: One of ``feedback.REASON_CLASSIFICATIONS``. Only meaningful with
    #: ``helpful=false``; an unknown value is refused rather than stored raw.
    reason: str | None = Field(default=None, max_length=32)


class CopilotEscalateBody(BaseModel):
    """Hand the conversation to a human.

    ``messages`` is ignored when the server holds a transcript for this person:
    the ticket must quote what the assistant actually said, not what the page
    says it said. It stays accepted for the copilot-disabled case, where there
    is no server-side thread because no turn ever ran.
    """

    #: Which stored thread to quote. The page passes back the id its last
    #: answer carried; it selects a conversation, it does not authorise one.
    conversation_id: str | None = Field(default=None, max_length=64)
    messages: list[CopilotMessage] = Field(default_factory=list, max_length=40)
    category: str = "other"
    priority: str = "normal"


class KbCreateBody(BaseModel):
    title: str = Field(min_length=1, max_length=255)
    body: str = Field(min_length=1, max_length=16000)
    category: str = "other"
    publish: bool = False
    # Alternate phrasings of the same question, one per line. Part of the
    # retrieval text (title-weighted), not of the answer the employee reads.
    search_aliases: str | None = Field(default=None, max_length=4000)
    language: str | None = Field(default=None, max_length=8)


class KbUpdateBody(BaseModel):
    title: str | None = Field(default=None, max_length=255)
    body: str | None = Field(default=None, max_length=16000)
    category: str | None = None
    # "" is a real edit here (drop every alias); None means "leave alone".
    search_aliases: str | None = Field(default=None, max_length=4000)
    language: str | None = Field(default=None, max_length=8)


class KbStatusBody(BaseModel):
    status: Literal["draft", "published", "archived"]


class AttributesBody(BaseModel):
    category: str | None = None
    priority: str | None = None


class TicketMessageOut(BaseModel):
    id: str
    author_id: str | None
    author_display: str | None
    kind: str
    body: str
    created_at: str


class TicketOut(BaseModel):
    id: str
    ticket_number: str
    requester_id: str
    requester_display: str | None
    title: str
    body: str
    category: str
    priority: str
    status: str
    source: str
    assignee_id: str | None
    assignee_display: str | None
    resolution: str | None
    created_at: str
    updated_at: str | None
    first_response_at: str | None
    resolved_at: str | None
    closed_at: str | None
    # Present only on the detail view.
    messages: list[TicketMessageOut] | None = None


__all__ = [
    "AssignBody",
    "AttributesBody",
    "CreateTicketBody",
    "ReplyBody",
    "ResolveBody",
    "TicketMessageOut",
    "TicketOut",
]