<?php

declare(strict_types=1);

namespace Modules\Helpdesk\Services;

use App\Models\User;
use Modules\Helpdesk\Models\SlaPolicy;
use Modules\Helpdesk\Models\Ticket;
use Modules\Helpdesk\Models\TicketSlaEvent;

final class SlaService
{
    public function applyPolicy(Ticket $ticket): Ticket
    {
        $policy = $this->policyFor($ticket);

        if (! $policy) {
            return $ticket;
        }

        $createdAt = $ticket->created_at ?? now();
        $ticket->forceFill([
            'sla_policy_id' => $policy->id,
            'sla_first_response_due_at' => $createdAt->copy()->addMinutes($policy->first_response_minutes),
            'sla_resolution_due_at' => $createdAt->copy()->addMinutes($policy->resolution_minutes),
        ])->save();

        TicketSlaEvent::query()->create([
            'ticket_id' => $ticket->id,
            'sla_policy_id' => $policy->id,
            'event' => 'sla.policy_applied',
            'due_at' => $ticket->sla_resolution_due_at,
            'occurred_at' => now(),
            'meta' => ['policy' => $policy->name],
        ]);

        return $ticket->fresh() ?? $ticket;
    }

    public function recordPublicResponse(Ticket $ticket, User $actor): void
    {
        if ($ticket->first_response_at === null && (int) $ticket->user_id !== (int) $actor->id) {
            $breached = $ticket->sla_first_response_due_at !== null && now()->greaterThan($ticket->sla_first_response_due_at);
            $ticket->forceFill([
                'first_response_at' => now(),
                'sla_first_response_breached_at' => $breached ? now() : $ticket->sla_first_response_breached_at,
            ])->save();

            TicketSlaEvent::query()->create([
                'ticket_id' => $ticket->id,
                'sla_policy_id' => $ticket->sla_policy_id,
                'event' => 'sla.first_response',
                'due_at' => $ticket->sla_first_response_due_at,
                'occurred_at' => now(),
                'breached' => $breached,
            ]);
        }

        $ticket->increment('public_replies_count');
    }

    public function recordClosure(Ticket $ticket): void
    {
        $breached = $ticket->sla_resolution_due_at !== null && now()->greaterThan($ticket->sla_resolution_due_at);
        $ticket->forceFill(['sla_resolution_breached_at' => $breached ? now() : $ticket->sla_resolution_breached_at])->save();
        TicketSlaEvent::query()->create([
            'ticket_id' => $ticket->id,
            'sla_policy_id' => $ticket->sla_policy_id,
            'event' => 'sla.resolved',
            'due_at' => $ticket->sla_resolution_due_at,
            'occurred_at' => now(),
            'breached' => $breached,
        ]);
    }

    public function refreshBreaches(Ticket $ticket): void
    {
        $updates = [];
        if ($ticket->first_response_at === null && $ticket->sla_first_response_due_at !== null && now()->greaterThan($ticket->sla_first_response_due_at)) {
            $updates['sla_first_response_breached_at'] = $ticket->sla_first_response_breached_at ?? now();
        }
        if ($ticket->completed_at === null && $ticket->sla_resolution_due_at !== null && now()->greaterThan($ticket->sla_resolution_due_at)) {
            $updates['sla_resolution_breached_at'] = $ticket->sla_resolution_breached_at ?? now();
        }
        if ($updates !== []) {
            $ticket->forceFill($updates)->save();
        }
    }

    private function policyFor(Ticket $ticket): ?SlaPolicy
    {
        return SlaPolicy::query()
            ->where('is_active', true)
            ->where(static function ($query) use ($ticket): void {
                $query->whereNull('company_id')->orWhere('company_id', $ticket->company_id);
            })
            ->orderByRaw('CASE WHEN priority_id = ? THEN 0 WHEN priority_id IS NULL THEN 1 ELSE 2 END', [$ticket->priority_id])
            ->orderByRaw('CASE WHEN category_id = ? THEN 0 WHEN category_id IS NULL THEN 1 ELSE 2 END', [$ticket->category_id])
            ->orderByDesc('is_default')
            ->first();
    }
}