<?php

declare(strict_types=1);

namespace Modules\Helpdesk\Database\Seeders;

use Illuminate\Database\Seeder;
use Illuminate\Support\Facades\Schema;
use Illuminate\Support\Str;
use Modules\Helpdesk\Models\CannedResponse;
use Modules\Helpdesk\Models\Category;
use Modules\Helpdesk\Models\ChecklistTemplate;
use Modules\Helpdesk\Models\KanbanBoard;
use Modules\Helpdesk\Models\Priority;
use Modules\Helpdesk\Models\Product;
use Modules\Helpdesk\Models\Project;
use Modules\Helpdesk\Models\SlaPolicy;
use Modules\Helpdesk\Models\Status;
use Modules\Helpdesk\Models\Tag;
use Modules\Helpdesk\Models\Team;
use Modules\Helpdesk\Models\WorkflowTemplate;

final class HelpdeskDatabaseSeeder extends Seeder
{
    /**
     * Seed the Helpdesk module lookup data and default workflow templates.
     */
    public function run(): void
    {
        $this->seedStatuses();
        $this->seedPriorities();
        $this->seedCategories();
        $this->seedTeamsAndProjects();
        $this->seedKanbanBoards();
        $this->seedWorkflowTemplates();
        $this->seedRedmineInspiredDefaults();
    }

    /**
     * Seed ticket workflow statuses.
     */
    private function seedStatuses(): void
    {

        Status::query()->where('is_default', true)->update(['is_default' => false]);

        foreach ([
            ['name' => 'New', 'slug' => 'new', 'color' => 'blue', 'sort_order' => 5, 'is_closed' => false, 'is_default' => true],
            ['name' => 'Open', 'slug' => 'open', 'color' => 'green', 'sort_order' => 10, 'is_closed' => false, 'is_default' => false],
            ['name' => 'In Progress', 'slug' => 'in-progress', 'color' => 'indigo', 'sort_order' => 20, 'is_closed' => false, 'is_default' => false],
            ['name' => 'Waiting Customer', 'slug' => 'waiting-customer', 'color' => 'amber', 'sort_order' => 30, 'is_closed' => false, 'is_default' => false],
            ['name' => 'Waiting Third Party', 'slug' => 'waiting-third-party', 'color' => 'purple', 'sort_order' => 40, 'is_closed' => false, 'is_default' => false],
            ['name' => 'Resolved', 'slug' => 'resolved', 'color' => 'green', 'sort_order' => 80, 'is_closed' => true, 'is_default' => false],
            ['name' => 'Closed', 'slug' => 'closed', 'color' => 'gray', 'sort_order' => 90, 'is_closed' => true, 'is_default' => false],
            ['name' => 'Cancelled', 'slug' => 'cancelled', 'color' => 'red', 'sort_order' => 100, 'is_closed' => true, 'is_default' => false],
        ] as $row) {
            Status::query()->updateOrCreate(['slug' => $row['slug']], $row);
        }
    }

    /**
     * Seed ticket priorities.
     */
    private function seedPriorities(): void
    {

        Priority::query()->where('is_default', true)->update(['is_default' => false]);
        foreach ([
            ['name' => 'Low', 'slug' => 'low', 'color' => 'gray', 'sort_order' => 10, 'is_default' => false],
            ['name' => 'Normal', 'slug' => 'normal', 'color' => 'blue', 'sort_order' => 20, 'is_default' => true],
            ['name' => 'High', 'slug' => 'high', 'color' => 'amber', 'sort_order' => 30, 'is_default' => false],
            ['name' => 'Urgent', 'slug' => 'urgent', 'color' => 'red', 'sort_order' => 40, 'is_default' => false],
            ['name' => 'Critical', 'slug' => 'critical', 'color' => 'red', 'sort_order' => 50, 'is_default' => false],
        ] as $row) {
            Priority::query()->updateOrCreate(['slug' => $row['slug']], $row);
        }
    }

    /**
     * Seed ticket categories.
     */
    private function seedCategories(): void
    {
        Category::query()
            ->where('is_default', true)
            ->update(['is_default' => false]);
        foreach ([
            ['name' => 'Development', 'color' => 'indigo', 'description' => 'Software changes, enhancements and development work.', 'is_default' => true],
            ['name' => 'Systems Deployment', 'color' => 'blue', 'description' => 'Deployment, release, infrastructure and environment requests.', 'is_default' => false],
            ['name' => 'Concepts', 'color' => 'purple', 'description' => 'Ideas, concepts, design discussion and future improvements.', 'is_default' => false],
            ['name' => 'Bug', 'color' => 'red', 'description' => 'Defects, regressions and incorrect behaviour.', 'is_default' => false],
        ] as $row) {
            Category::query()->updateOrCreate(
                ['slug' => Str::slug($row['name'])],
                $row + ['slug' => Str::slug($row['name'])],
            );
        }
    }

    /**
     * Seed the default support team and a default project.
     */
    private function seedTeamsAndProjects(): void
    {

        Team::query()
            ->where('is_default', true)
            ->update(['is_default' => false]);

        Project::query()
            ->where('is_default', true)
            ->update(['is_default' => false]);

        $team = Team::query()->updateOrCreate(
            ['slug' => 'support'],
            [
                'name' => 'Support',
                'slug' => 'support',
                'color' => 'blue',
                'description' => 'Default support team for triage, ownership and ticket routing.',
                'is_default' => true,
            ],
        );

        Project::query()->updateOrCreate(
            ['slug' => 'support-desk'],
            [
                'team_id' => $team->id,
                'title' => 'Support Desk',
                'slug' => 'support-desk',
                'color' => 'indigo',
                'description' => 'Default project for operational helpdesk tickets.',
                'is_default' => true,
            ],
        );
    }

    /**
     * Seed the default configurable Kanban board.
     */
    private function seedKanbanBoards(): void
    {
        KanbanBoard::query()->where('is_default', true)->update(['is_default' => false]);

        $board = KanbanBoard::query()->updateOrCreate(
            ['slug' => 'standard-support'],
            [
                'name' => 'Standard Support',
                'slug' => 'standard-support',
                'description' => 'Default Helpdesk workflow board covering new work through closure.',
                'is_default' => true,
                'sort_order' => 1,
            ],
        );

        $statuses = Status::query()
            ->whereIn('slug', ['new', 'open', 'in-progress', 'stalled', 'on-hold', 'closed'])
            ->orderBy('sort_order')
            ->get();

        $sync = [];

        foreach ($statuses as $index => $status) {
            $sync[$status->id] = ['sort_order' => ($index + 1) * 10];
        }

        $board->statuses()->syncWithoutDetaching($sync);
    }

    /**
     * Seed default professional workflow email templates.
     */
    private function seedWorkflowTemplates(): void
    {
        foreach ([
            ['name' => 'Ticket raised requester notice', 'event' => 'ticket.created', 'subject' => 'Ticket {{ ticket.reference }} has been raised', 'html_body' => '<p>Hello {{ requester.name }},</p><p>Your ticket <strong>{{ ticket.reference }}</strong> has been raised successfully.</p><p><strong>Subject:</strong> {{ ticket.subject }}</p><p><strong>Priority:</strong> {{ ticket.priority }}</p>', 'to_role' => 'requester'],
            ['name' => 'Ticket updated requester notice', 'event' => 'ticket.updated', 'subject' => 'Ticket {{ ticket.reference }} has been updated', 'html_body' => '<p>Hello {{ requester.name }},</p><p>Your ticket <strong>{{ ticket.reference }}</strong> has been updated.</p><p><strong>Status:</strong> {{ ticket.status }}</p><p><strong>Priority:</strong> {{ ticket.priority }}</p>', 'to_role' => 'requester'],
            ['name' => 'Ticket response requester notice', 'event' => 'ticket.commented', 'subject' => 'New response on ticket {{ ticket.reference }}', 'html_body' => '<p>Hello {{ requester.name }},</p><p>A new response has been added to <strong>{{ ticket.reference }}</strong>.</p><p><strong>Subject:</strong> {{ ticket.subject }}</p>', 'to_role' => 'requester'],
            ['name' => 'Ticket closed requester notice', 'event' => 'ticket.closed', 'subject' => 'Ticket {{ ticket.reference }} has been closed', 'html_body' => '<p>Hello {{ requester.name }},</p><p>Your ticket <strong>{{ ticket.reference }}</strong> has been closed.</p><p>Thank you for using the support desk.</p>', 'to_role' => 'requester'],
        ] as $template) {
            WorkflowTemplate::query()->updateOrCreate(
                ['name' => $template['name'], 'event' => $template['event']],
                $template + ['text_body' => null, 'cc' => null, 'bcc' => null, 'is_active' => true],
            );
        }
    }

    /**
     * Seed RedmineUP-inspired professional helpdesk defaults.
     */
    private function seedRedmineInspiredDefaults(): void
    {
        $medium = Priority::query()->where('slug', 'medium')->first();
        $bug = Category::query()->where('slug', 'bug')->first();

        SlaPolicy::query()->updateOrCreate(
            ['slug' => 'standard-support-sla'],
            [
                'priority_id' => $medium?->id,
                'category_id' => null,
                'name' => 'Standard Support SLA',
                'slug' => 'standard-support-sla',
                'first_response_minutes' => 240,
                'resolution_minutes' => 2880,
                'business_hours_only' => false,
                'is_default' => true,
                'is_active' => true,
            ],
        );

        CannedResponse::query()->updateOrCreate(
            ['slug' => 'professional-acknowledgement'],
            [
                'category_id' => null,
                'team_id' => null,
                'name' => 'Professional acknowledgement',
                'slug' => 'professional-acknowledgement',
                'visibility' => 'agents',
                'subject' => null,
                'body' => '<p>Hello {{ requester.name }},</p><p>Thank you for the update on {{ ticket.reference }}. I am reviewing this now and will come back with the next action shortly.</p><p>Regards,<br>{{ agent.name }}</p>',
                'is_active' => true,
                'sort_order' => 10,
            ],
        );

        ChecklistTemplate::query()->updateOrCreate(
            ['slug' => 'bug-triage-checklist'],
            [
                'category_id' => $bug?->id,
                'project_id' => null,
                'name' => 'Bug triage checklist',
                'slug' => 'bug-triage-checklist',
                'items' => ['Confirm reproduction steps', 'Check recent deployment/build', 'Identify affected account', 'Record fix or workaround'],
                'is_active' => true,
            ],
        );

        foreach ([
            ['name' => 'Escalated', 'slug' => 'escalated', 'color' => 'red'],
            ['name' => 'Waiting on customer', 'slug' => 'waiting-on-customer', 'color' => 'amber'],
        ] as $tag) {
            Tag::query()->updateOrCreate(
                ['slug' => $tag['slug']],
                $tag + [],
            );
        }

        if (Schema::hasColumn('helpdesk_tags', 'is_default')) {
            Tag::query()
                ->where('is_default', true)
                ->update(['is_default' => false]);
        }

        Product::query()->updateOrCreate(
            ['slug' => 'thredary'],
            [
                'name' => 'Thredary',
                'slug' => 'thredary',
                'type' => 'service',
                'version' => null,
                'release_channel' => 'core',
                'description' => 'Default service record for Thredary platform support tickets.',
                'is_active' => true,
            ],
        );
    }
}