<?php

namespace Dashboard\Ticketing\Database\Seeders;

use Dashboard\Ticketing\Models\PriorityLevel;
use Dashboard\Ticketing\Models\Ticket;
use Dashboard\Ticketing\Models\TicketMessage;
use Dashboard\Ticketing\Models\TicketingAgentAccess;
use Dashboard\Ticketing\Models\TicketingGroup;
use Dashboard\Ticketing\Models\TicketingProject;
use Illuminate\Database\Seeder;
use Illuminate\Support\Carbon;
use Illuminate\Support\Facades\DB;
use Illuminate\Support\Str;

class TicketingDemoSeeder extends Seeder
{
    public function run(): void
    {
        $admin = DB::table('users')->where('email', 'admin@vancouverchristian.org')->first();
        $micah = DB::table('users')->where('email', 'micah@qa.test')->first();
        $nahum = DB::table('users')->where('email', 'nahum@qa.test')->first();

        if (! $admin) {
            $this->command?->warn('TicketingDemoSeeder skipped: admin user not found.');
            return;
        }

        $users = collect([$admin, $micah, $nahum])->filter()->values();

        $groups = [
            ['name' => 'IT Helpdesk', 'prefix' => 'IT', 'email_address' => 'helpdesk@vcs.local', 'color' => '#2563eb'],
            ['name' => 'Facilities', 'prefix' => 'FAC', 'email_address' => 'facilities@vcs.local', 'color' => '#059669'],
            ['name' => 'HR', 'prefix' => 'HR', 'email_address' => 'hr@vcs.local', 'color' => '#7c3aed'],
        ];

        $groupModels = collect();
        foreach ($groups as $groupData) {
            $group = TicketingGroup::firstOrCreate(
                ['prefix' => $groupData['prefix']],
                $groupData
            );

            foreach ($users as $index => $user) {
                TicketingAgentAccess::firstOrCreate([
                    'user_id' => $user->id,
                    'group_id' => $group->id,
                ], [
                    'role' => $index === 0 ? 'manager' : 'agent',
                ]);
            }

            foreach ([
                ['name' => 'Low', 'color' => '#94a3b8', 'sort_order' => 1],
                ['name' => 'Medium', 'color' => '#3b82f6', 'sort_order' => 2],
                ['name' => 'High', 'color' => '#f59e0b', 'sort_order' => 3],
                ['name' => 'Urgent', 'color' => '#ef4444', 'sort_order' => 4],
            ] as $priorityData) {
                PriorityLevel::firstOrCreate([
                    'group_id' => $group->id,
                    'name' => $priorityData['name'],
                ], [
                    'color' => $priorityData['color'],
                    'description' => null,
                    'sort_order' => $priorityData['sort_order'],
                ]);
            }

            $projects = match ($group->prefix) {
                'IT' => [
                    ['name' => 'Chromebook Repairs', 'description' => 'Student device triage and repairs'],
                    ['name' => 'Staff Accounts', 'description' => 'Login, MFA, and permissions issues'],
                    ['name' => 'Classroom AV', 'description' => 'Projectors, panels, and sound systems'],
                ],
                'FAC' => [
                    ['name' => 'Work Orders', 'description' => 'General campus maintenance requests'],
                    ['name' => 'HVAC', 'description' => 'Heating and cooling issues'],
                    ['name' => 'Events Setup', 'description' => 'Room setup and teardown support'],
                ],
                default => [
                    ['name' => 'Onboarding', 'description' => 'New hire setup and paperwork'],
                    ['name' => 'Benefits', 'description' => 'Benefits questions and follow-up'],
                    ['name' => 'Policy Questions', 'description' => 'Staff handbook and policy clarifications'],
                ],
            };

            foreach ($projects as $projectData) {
                TicketingProject::firstOrCreate([
                    'group_id' => $group->id,
                    'name' => $projectData['name'],
                ], [
                    'description' => $projectData['description'],
                    'status' => 'active',
                    'created_by' => $admin->id,
                ]);
            }

            $groupModels->push($group->fresh(['priorityLevels', 'projects', 'agentAccess']));
        }

        $submitterPool = $this->ensureSubmitterPool();
        $statuses = ['open', 'in_progress', 'pending', 'resolved', 'closed'];
        $ticketBlueprints = $this->ticketBlueprints();

        foreach (range(1, 50) as $i) {
            $group = $groupModels[($i - 1) % $groupModels->count()];
            $priority = $group->priorityLevels->random();
            $project = $group->projects->random();
            $submitter = $submitterPool[($i - 1) % count($submitterPool)];
            $assigneeId = $group->agentAccess->random()->user_id;
            $blueprint = $ticketBlueprints[($i - 1) % count($ticketBlueprints)];
            $createdAt = Carbon::now()->subDays(rand(0, 35))->subHours(rand(0, 23))->subMinutes(rand(0, 59));
            $status = $statuses[array_rand($statuses)];

            $title = $blueprint['title'];
            if ($i > count($ticketBlueprints)) {
                $title .= ' #' . $i;
            }

            $ticket = Ticket::updateOrCreate(
                ['number' => $group->prefix . '-' . str_pad((string) $i, 4, '0', STR_PAD_LEFT)],
                [
                    'group_id' => $group->id,
                    'submitter_id' => $submitter['id'],
                    'assigned_to' => in_array($status, ['open', 'resolved', 'closed']) && rand(0, 1) === 0 ? null : $assigneeId,
                    'project_id' => $project->id,
                    'title' => $title,
                    'description' => $blueprint['description'],
                    'status' => $status,
                    'priority_id' => $priority->id,
                    'due_date' => rand(0, 1) ? $createdAt->copy()->addDays(rand(2, 14))->toDateString() : null,
                    'created_at' => $createdAt,
                    'updated_at' => $createdAt,
                ]
            );

            if ($ticket->messages()->exists()) {
                continue;
            }

            $this->seedThread($ticket, $submitter, $group, $status, $createdAt);
        }
    }

    private function ensureSubmitterPool(): array
    {
        $defaults = [
            ['name' => 'Ava Teacher', 'email' => 'ava.teacher@vcs.local', 'role' => 'staff'],
            ['name' => 'Ben EA', 'email' => 'ben.ea@vcs.local', 'role' => 'staff'],
            ['name' => 'Chloe Office', 'email' => 'chloe.office@vcs.local', 'role' => 'staff'],
            ['name' => 'Daniel Coach', 'email' => 'daniel.coach@vcs.local', 'role' => 'staff'],
            ['name' => 'Emma Principal', 'email' => 'emma.principal@vcs.local', 'role' => 'admin'],
            ['name' => 'Finn Student Services', 'email' => 'finn.services@vcs.local', 'role' => 'staff'],
            ['name' => 'Grace Library', 'email' => 'grace.library@vcs.local', 'role' => 'staff'],
            ['name' => 'Hudson Counsellor', 'email' => 'hudson.counsellor@vcs.local', 'role' => 'staff'],
        ];

        $pool = [];

        foreach ($defaults as $person) {
            $userId = DB::table('users')->where('email', $person['email'])->value('id');

            if (! $userId) {
                $userId = DB::table('users')->insertGetId([
                    'name' => $person['name'],
                    'email' => $person['email'],
                    'google_id' => 'demo-' . Str::slug($person['email']),
                    'role' => $person['role'],
                    'email_verified_at' => now(),
                    'password' => bcrypt(Str::random(32)),
                    'created_at' => now(),
                    'updated_at' => now(),
                ]);
            }

            $pool[] = ['id' => $userId, 'name' => $person['name'], 'email' => $person['email']];
        }

        return $pool;
    }

    private function seedThread(Ticket $ticket, array $submitter, TicketingGroup $group, string $status, Carbon $createdAt): void
    {
        $agents = TicketingAgentAccess::where('group_id', $group->id)->pluck('user_id')->all();
        $agentId = $ticket->assigned_to ?: ($agents[0] ?? null);

        $messages = [
            [
                'user_id' => $submitter['id'],
                'author_email' => $submitter['email'],
                'body' => $ticket->description,
                'is_internal' => false,
                'source' => rand(0, 3) === 0 ? 'email' : 'web',
                'created_at' => $createdAt,
            ],
        ];

        if ($agentId) {
            $messages[] = [
                'user_id' => $agentId,
                'author_email' => null,
                'body' => $this->agentReplyForStatus($status),
                'is_internal' => false,
                'source' => 'web',
                'created_at' => $createdAt->copy()->addHours(rand(1, 8)),
            ];
        }

        if (in_array($status, ['in_progress', 'pending', 'resolved', 'closed']) && $agentId) {
            $messages[] = [
                'user_id' => $agentId,
                'author_email' => null,
                'body' => $this->internalNoteForGroup($group->prefix),
                'is_internal' => true,
                'source' => 'web',
                'created_at' => $createdAt->copy()->addHours(rand(2, 16)),
            ];
        }

        if (in_array($status, ['resolved', 'closed'])) {
            $messages[] = [
                'user_id' => $submitter['id'],
                'author_email' => $submitter['email'],
                'body' => 'Thanks — that fixed it. Appreciate the quick help.',
                'is_internal' => false,
                'source' => 'web',
                'created_at' => $createdAt->copy()->addHours(rand(10, 36)),
            ];
        }

        foreach ($messages as $message) {
            TicketMessage::create([
                'ticket_id' => $ticket->id,
                'user_id' => $message['user_id'],
                'author_email' => $message['author_email'],
                'body' => $message['body'],
                'is_internal' => $message['is_internal'],
                'source' => $message['source'],
                'email_message_id' => $message['source'] === 'email' ? '<' . Str::uuid() . '@vcs.local>' : null,
                'created_at' => $message['created_at'],
                'updated_at' => $message['created_at'],
            ]);
        }
    }

    private function agentReplyForStatus(string $status): string
    {
        return match ($status) {
            'open' => 'Got it. We have this in the queue and will take a look shortly.',
            'in_progress' => 'We are actively working on this now. I will update you once I have confirmed the fix.',
            'pending' => 'We need one more detail before we can continue. When did you first notice the issue?',
            'resolved' => 'This should now be fixed on our side. Please test when you have a minute.',
            'closed' => 'Closing this out since the issue appears resolved. Reopen any time if it comes back.',
            default => 'Thanks, we are on it.',
        };
    }

    private function internalNoteForGroup(string $prefix): string
    {
        return match ($prefix) {
            'IT' => 'Internal: likely permissions/device state issue. If no response by tomorrow, follow up and verify the user can reproduce on a second device.',
            'FAC' => 'Internal: bundle with nearby work orders if possible. Check whether this is part of a recurring room issue before assigning external contractor time.',
            'HR' => 'Internal: keep response factual and short. Confirm whether there is a policy or payroll dependency before promising a turnaround.',
            default => 'Internal: triage complete, waiting on next action.',
        };
    }

    private function ticketBlueprints(): array
    {
        return [
            ['title' => 'Projector not turning on in Room 204', 'description' => 'The classroom projector in Room 204 is unresponsive this morning. Power button flashes once, then nothing.'],
            ['title' => 'Need access to new staff shared drive', 'description' => 'I was added to the literacy team but still cannot see the shared Google Drive folder for curriculum planning.'],
            ['title' => 'Chromebook cart missing three chargers', 'description' => 'We checked the Grade 6 cart and three chargers are missing. Two devices are already below 20%.'],
            ['title' => 'Gym thermostat is stuck at 27°C', 'description' => 'The gym feels like a greenhouse. Thermostat shows 27 degrees and the cooling does not seem to be kicking in.'],
            ['title' => 'Can’t print to office copier', 'description' => 'Print jobs sit in queue and then disappear. I have tried restarting my laptop and reconnecting to Wi-Fi.'],
            ['title' => 'New employee onboarding checklist incomplete', 'description' => 'Our new EA starts Monday and I cannot find confirmation that payroll, email, and building access were submitted.'],
            ['title' => 'Classroom speakers crackling during assemblies', 'description' => 'Audio from the wall speakers has a crackling/popping sound whenever we play laptop audio through HDMI.'],
            ['title' => 'Request for additional key fob', 'description' => 'We need an extra key fob for evening custodial coverage at the elementary entrance.'],
            ['title' => 'Google account keeps asking for password again', 'description' => 'My browser signs me out repeatedly and prompts for my password several times a day on the same Mac.'],
            ['title' => 'Benefits question about dependent coverage', 'description' => 'I need clarification on whether orthodontics falls under the current dependent coverage plan.'],
            ['title' => 'Broken desk in portable 3', 'description' => 'One of the student desks has a cracked support and is wobbling badly.'],
            ['title' => 'Staff laptop camera not detected in Meet', 'description' => 'Google Meet says no camera found even though the MacBook camera works in Photo Booth.'],
            ['title' => 'Request setup for parent info night', 'description' => 'Need 80 chairs, podium, projector, and two microphones in the gym for Thursday evening.'],
            ['title' => 'Payroll question on missed stipend', 'description' => 'A coaching stipend does not appear on my latest pay statement and I need to know whether it is pending.'],
            ['title' => 'Door closer slamming in west hallway', 'description' => 'The west hallway fire door slams shut hard enough to shake the frame.'],
            ['title' => 'Need substitute teacher account reactivated', 'description' => 'A returning substitute cannot access school systems and says their previous login no longer works.'],
            ['title' => 'Student device filter blocking approved site', 'description' => 'An approved curriculum site is being blocked for students during class and I need it for tomorrow.'],
            ['title' => 'Request ergonomic chair assessment', 'description' => 'I am having back pain and would like an ergonomic review of my workstation setup.'],
            ['title' => 'Water fountain on second floor leaking', 'description' => 'There is a slow but steady leak beneath the second-floor bottle filler station.'],
            ['title' => 'Need permission to edit school calendar', 'description' => 'I can view but not edit the school-wide Google Calendar for athletics scheduling.'],
        ];
    }
}