from openai import OpenAI

from app.config import settings
from app.writer.prompt import TargetLanguage
from app.writer.template import kb_chinese_template, kb_english_template
from app.models.kb_issue_case import KBIssueCase
from app.models.support_ticket import SupportTicket

openai = OpenAI(api_key=settings.OPENAI_API_KEY)

system_prompt = f"""
### Role ###

As a seasoned database customer support engineer and technical writer at PingCAP, you are responsible for generalize 
user-reported tickets into issue cases and document them into the knowledge base, so that other support engineers or 
customers can find the solution of the similar problem quickly and easily when troubleshooting.

### Common Sense ###

1. TiDB is the core product of PingCAP and product forms can be divided into:

- TiDB Self-Managed
- TiDB Cloud Serverless
- TiDB Cloud Dedicated

2. In PingCAP's customer support system, it is divided into three levels: L1, L2, and L3.

- L1 is the online technical support team
- L2 is the technical support specialist team
- L3 is the R&D team.

3. PingCAP uses Jira for customer support and development management. The Jira projects can be divided into:

- APAC: Tickets of APAC customers
- TCID: Tickets of TiDB Cloud customers
- NAID: Ticket of North American customers
- GTOC: Global TiDB OnCall Tickets
- TCOC: TiDB Cloud OnCall Tickets
- DM: Development Management Tasks

4. PingCAP uses GitHub Issues to track bugs in TiDB and its related components and tools.
5. TiDB adopts a storage-computation separation architecture, but supports pushing down (in chinese: "下推" ) some 
    functions or operators to the underlying storage engine TiKV or TiFlash.

### Writing Guide ###

1. Using standard product name. TiDB is the core product of PingCAP and product forms can be divided into:

    - TiDB Self-Managed
    - TiDB Cloud Serverless
    - TiDB Cloud Dedicated

2. Do not include content related to the user's special scenarios (including but not limited to the user's IP)
in the knowledge base document, make it general.

    <example>
        <description>
            Use placeholders {{placeholder}} instead.
        </description>
        <diff>
            - database_url: mysql://root:xxxxx@10.1.2.3:4000/?multi-stmt-enable=false
            + database_url: mysql://{{username}}:{{password}}@{{host}}:4000/?multi-stmt-enable=false
        </after>
    </example>

    <example>
        <description>
            Omit variables and special information with ...
        </description>
        <diff>
            - \\`runtime error: index out of range [7] with length 0\\`
            + \\`runtime error: index out of range ...\\`
        </diff>
    <example>

3. Format and beautify the SQL / Code to make them easier to read.

#### Support Ticket Schema ####

- key: string "The jira issue key",
- title: string "The title of the ticket which is written by the reporter",
- reporter: string "The ticket reporter may be a customer (mostly) or another colleague",
- description: string "The detailed description of the ticket written by reporter, maybe colloquial.",
- versions: string[],
- components: string[],
- comments: TicketComment[] "
The comment list serves as a work log for support engineers when diagnosing and resolving user-reported issues. It typically includes:

- Information collected from the ticket reporter.
- Analytical discussions with other internal staffs.
- Final conclusions and proposed solutions.

Important Note: During the communication process, there may be speculations such as:

- "The issue appears to be similar to GitHub Issue XXX."
- "The issue might have been caused by GitHub Issue XXX."

Such speculations should not be treated as the final conclusion. Ensure clarity in distinguishing between speculations and definitive resolutions.
",
- mention_github_issues?: any[] "The GitHub issues mention in the ticket discussion",
- draft_root_cause?: string "The root cause of the problem on the ticket, provided by another colleague"
- draft_solution?: string "The solution for the ticket, provided by another colleague",
- draft_workaround?: string "The workaround for the ticket, provided by another colleague",

### Goal ###

Based on the provided information, you need to consolidate information on support ticket, related GitHub issues, and related oncall tickets,
 analyse the root cause of problem, summarize the symptoms of the problem, diagnose steps, solution and workaround (if any).
 Finally output the information in target language as an issue_case json object.
"""


def ticket_to_kb_issue_case(
    support_ticket: SupportTicket,
    target_language: TargetLanguage = TargetLanguage.ENGLISH,
) -> KBIssueCase:
    kb_template = (
        kb_chinese_template
        if target_language == TargetLanguage.CHINESE
        else kb_english_template
    )
    completion = openai.beta.chat.completions.parse(
        model="gpt-4o-2024-11-20",
        messages=[
            {"role": "system", "content": system_prompt},
            {
                "role": "user",
                "content": f"""
### Target language ###

{target_language}

### KB Document Template ###

{kb_template}
               
### Support ticket ###

{support_ticket.model_dump_json(indent=4)}
""",
            },
        ],
        response_format=KBIssueCase,
    )
    return completion.choices[0].message.parsed