from aiogram.types import InlineKeyboardButton, InlineKeyboardMarkup, KeyboardButton, ReplyKeyboardMarkup

from bot.db import is_overdue
from bot.taxonomy import SECTIONS, SUBTOPICS, TOPICS

STATUS_LABELS = {
    "new": "🆕 Новая",
    "in_progress": "🛠 В работе",
    "waiting": "⏳ Ожидание ответа",
    "deferred": "💤 Отложена",
    "closed": "✅ Закрыта",
    "rejected": "🚫 Отклонена",
}

PRIORITY_LABELS = {
    "low": "🟢 Низкий",
    "medium": "🟡 Средний",
    "high": "🟠 Высокий",
    "critical": "🔴 Критичный",
}

PRIORITY_EMOJI = {
    "low": "🟢",
    "medium": "🟡",
    "high": "🟠",
    "critical": "🔴",
}


def status_label(status: str) -> str:
    return STATUS_LABELS.get(status, status)


def priority_label(priority: str) -> str:
    return PRIORITY_LABELS.get(priority, priority)


def priority_emoji(priority: str) -> str:
    return PRIORITY_EMOJI.get(priority, "⚪️")


def main_menu() -> ReplyKeyboardMarkup:
    return ReplyKeyboardMarkup(
        keyboard=[
            [KeyboardButton(text="Создать заявку")],
            [KeyboardButton(text="Мои заявки"), KeyboardButton(text="FAQ")],
        ],
        resize_keyboard=True,
    )


def sections() -> InlineKeyboardMarkup:
    """Корневое меню: 11 разделов согласно схеме."""
    return InlineKeyboardMarkup(
        inline_keyboard=[
            [InlineKeyboardButton(text=label, callback_data=f"sec:{code}")]
            for code, label in SECTIONS
        ]
    )


def topics(section_code: str) -> InlineKeyboardMarkup:
    """Подтемы выбранного раздела + кнопка «Назад к разделам»."""
    rows: list[list[InlineKeyboardButton]] = [
        [InlineKeyboardButton(text=label, callback_data=f"tp:{section_code}:{code}")]
        for code, label in TOPICS.get(section_code, [])
    ]
    rows.append([InlineKeyboardButton(text="⬅️ К разделам", callback_data="sec:back")])
    return InlineKeyboardMarkup(inline_keyboard=rows)


def subtopics(section_code: str, topic_code: str) -> InlineKeyboardMarkup:
    """Уточнение для подтемы, у которой есть 3-й уровень (например, тип CRM)."""
    rows: list[list[InlineKeyboardButton]] = [
        [InlineKeyboardButton(text=label, callback_data=f"sb:{section_code}:{topic_code}:{code}")]
        for code, label in SUBTOPICS.get((section_code, topic_code), [])
    ]
    rows.append([InlineKeyboardButton(text="⬅️ К темам", callback_data=f"sec:{section_code}")])
    return InlineKeyboardMarkup(inline_keyboard=rows)


def instruction_result() -> InlineKeyboardMarkup:
    return InlineKeyboardMarkup(
        inline_keyboard=[
            [InlineKeyboardButton(text="Не помогло, создать заявку", callback_data="instruction:create")],
            [InlineKeyboardButton(text="Отменить создание", callback_data="ticket:cancel")],
        ]
    )


def cancel_creation() -> InlineKeyboardMarkup:
    return InlineKeyboardMarkup(
        inline_keyboard=[
            [InlineKeyboardButton(text="Отменить создание", callback_data="ticket:cancel")]
        ]
    )


def attachment_actions(count: int = 0) -> InlineKeyboardMarkup:
    """Кнопки на шаге прикрепления фото: завершить (с любым числом фото) или отменить."""
    done_text = f"✅ Готово ({count})" if count else "✅ Готово (без фото)"
    return InlineKeyboardMarkup(
        inline_keyboard=[
            [InlineKeyboardButton(text=done_text, callback_data="att:done")],
            [InlineKeyboardButton(text="Отменить создание", callback_data="ticket:cancel")],
        ]
    )


def duplicate_options(existing_id: int) -> InlineKeyboardMarkup:
    return InlineKeyboardMarkup(
        inline_keyboard=[
            [InlineKeyboardButton(text=f"➕ Дополнить заявку #{existing_id}", callback_data=f"dup:append:{existing_id}")],
            [InlineKeyboardButton(text="🆕 Создать новую заявку", callback_data="dup:new")],
            [InlineKeyboardButton(text="Отменить создание", callback_data="ticket:cancel")],
        ]
    )


def user_tickets(tickets: list, status_filter: str = "active") -> InlineKeyboardMarkup:
    archive_label = "Архив закрытых" if status_filter == "active" else "Активные заявки"
    archive_filter = "closed" if status_filter == "active" else "active"
    rows = [
        [
            InlineKeyboardButton(
                text=f"#{ticket['id']} · {status_label(ticket['status'])} · {ticket['created_at']}",
                callback_data=f"user_ticket:{ticket['id']}:{status_filter}",
            )
        ]
        for ticket in tickets
    ]
    rows.append([InlineKeyboardButton(text=archive_label, callback_data=f"user_tickets:{archive_filter}")])
    return InlineKeyboardMarkup(inline_keyboard=rows)


def back_to_user_tickets(status_filter: str = "active") -> InlineKeyboardMarkup:
    return InlineKeyboardMarkup(
        inline_keyboard=[
            [InlineKeyboardButton(text="Назад к моим заявкам", callback_data=f"user_tickets:{status_filter}")]
        ]
    )


def user_ticket_actions(ticket_id: int, status: str, status_filter: str = "active") -> InlineKeyboardMarkup:
    rows: list[list[InlineKeyboardButton]] = []
    if status not in ("closed", "rejected"):
        rows.append(
            [InlineKeyboardButton(text="💬 Добавить комментарий", callback_data=f"user_comment:{ticket_id}:{status_filter}")]
        )
        rows.append(
            [InlineKeyboardButton(text="💬 Чат с поддержкой", callback_data=f"user_chat:{ticket_id}")]
        )
        rows.append(
            [InlineKeyboardButton(text="✅ Вопрос решён, закрыть", callback_data=f"user_close:{ticket_id}:{status_filter}")]
        )
    rows.append([InlineKeyboardButton(text="Назад к моим заявкам", callback_data=f"user_tickets:{status_filter}")])
    return InlineKeyboardMarkup(inline_keyboard=rows)


def user_comment_cancel(ticket_id: int, status_filter: str = "active") -> InlineKeyboardMarkup:
    return InlineKeyboardMarkup(
        inline_keyboard=[
            [InlineKeyboardButton(text="Отмена", callback_data=f"user_comment_cancel:{ticket_id}:{status_filter}")]
        ]
    )


def user_close_confirm(ticket_id: int, status_filter: str = "active") -> InlineKeyboardMarkup:
    return InlineKeyboardMarkup(
        inline_keyboard=[
            [InlineKeyboardButton(text="✅ Да, закрыть заявку", callback_data=f"user_close_yes:{ticket_id}:{status_filter}")],
            [InlineKeyboardButton(text="⬅️ Нет, оставить", callback_data=f"user_ticket:{ticket_id}:{status_filter}")],
        ]
    )


def user_reply_kb(ticket_id: int) -> InlineKeyboardMarkup:
    return InlineKeyboardMarkup(
        inline_keyboard=[
            [InlineKeyboardButton(text="💬 Ответить", callback_data=f"user_chat:{ticket_id}")]
        ]
    )


def user_chat_controls() -> ReplyKeyboardMarkup:
    return ReplyKeyboardMarkup(
        keyboard=[[KeyboardButton(text="❌ Завершить чат")]],
        resize_keyboard=True,
    )


def admin_reply_kb(ticket_id: int) -> InlineKeyboardMarkup:
    return InlineKeyboardMarkup(
        inline_keyboard=[
            [InlineKeyboardButton(text="💬 Ответить", callback_data=f"admin:chat:{ticket_id}:open")]
        ]
    )


# ----------------------------------------------------------------- admin side
FILTER_TITLES = {
    "open": "Открытые заявки",
    "new": "Новые заявки",
    "in_progress": "Заявки в работе",
    "waiting": "Ожидают ответа",
    "deferred": "Отложенные заявки",
    "overdue": "Просроченные по SLA",
    "mine": "Мои заявки",
    "closed": "Архив (закрытые/отклонённые)",
}


def filter_title(list_filter: str) -> str:
    return FILTER_TITLES.get(list_filter, "Заявки")


def admin_dashboard(stats: dict[str, int]) -> InlineKeyboardMarkup:
    def btn(text: str, key: str) -> InlineKeyboardButton:
        return InlineKeyboardButton(text=text, callback_data=f"adm:list:{key}")

    return InlineKeyboardMarkup(
        inline_keyboard=[
            [btn(f"📋 Все открытые · {stats['open']}", "open")],
            [btn(f"🆕 Новые · {stats['new']}", "new"), btn(f"🛠 В работе · {stats['in_progress']}", "in_progress")],
            [btn(f"⏳ Ожидание · {stats['waiting']}", "waiting"), btn(f"💤 Отложены · {stats['deferred']}", "deferred")],
            [btn(f"🔴 Просрочены · {stats['overdue']}", "overdue"), btn("🙋 Мои", "mine")],
            [
                InlineKeyboardButton(text="🔎 Поиск по №", callback_data="adm:find"),
                InlineKeyboardButton(text=f"🗄 Архив · {stats['closed']}", callback_data="adm:list:closed"),
            ],
        ]
    )


def open_tickets(tickets: list, list_filter: str, sla_minutes: int) -> InlineKeyboardMarkup:
    rows = []
    for ticket in tickets:
        mark = " 🔴" if is_overdue(ticket, sla_minutes) else ""
        rows.append(
            [
                InlineKeyboardButton(
                    text=f"{priority_emoji(ticket['priority'])} #{ticket['id']} · {ticket['topic']} · {status_label(ticket['status'])}{mark}",
                    callback_data=f"admin_ticket:{ticket['id']}:{list_filter}",
                )
            ]
        )
    rows.append([InlineKeyboardButton(text="⬅️ Дашборд", callback_data="adm:dash")])
    return InlineKeyboardMarkup(inline_keyboard=rows)


def priority_menu(ticket_id: int, list_filter: str) -> InlineKeyboardMarkup:
    rows = [
        [InlineKeyboardButton(text=label, callback_data=f"setprio:{ticket_id}:{level}")]
        for level, label in PRIORITY_LABELS.items()
    ]
    rows.append([InlineKeyboardButton(text="⬅️ Назад", callback_data=f"admin_ticket:{ticket_id}:{list_filter}")])
    return InlineKeyboardMarkup(inline_keyboard=rows)


def assignee_menu(ticket_id: int, admins: list[tuple[int, str]], list_filter: str) -> InlineKeyboardMarkup:
    rows = [
        [InlineKeyboardButton(text=f"👤 {name}", callback_data=f"assignto:{ticket_id}:{admin_id}")]
        for admin_id, name in admins
    ]
    rows.append([InlineKeyboardButton(text="⬅️ Назад", callback_data=f"admin_ticket:{ticket_id}:{list_filter}")])
    return InlineKeyboardMarkup(inline_keyboard=rows)


def back_to_ticket(ticket_id: int, list_filter: str) -> InlineKeyboardMarkup:
    return InlineKeyboardMarkup(
        inline_keyboard=[
            [InlineKeyboardButton(text="⬅️ К заявке", callback_data=f"admin_ticket:{ticket_id}:{list_filter}")]
        ]
    )


# Быстрые причины отложения заявки («быстрые ответы»).
DEFER_REASONS = [
    "Ожидаем запчасти / поставку",
    "Согласуем время визита",
    "Ждём ответ от поставщика / вендора",
    "Ожидаем информацию от заявителя",
    "Передано смежному отделу",
]


def defer_reasons_menu(ticket_id: int, list_filter: str) -> InlineKeyboardMarkup:
    rows = [
        [InlineKeyboardButton(text=reason, callback_data=f"defrsn:{ticket_id}:{index}:{list_filter}")]
        for index, reason in enumerate(DEFER_REASONS)
    ]
    rows.append([InlineKeyboardButton(text="✏️ Своя причина", callback_data=f"defrsn:{ticket_id}:custom:{list_filter}")])
    rows.append([InlineKeyboardButton(text="⬅️ Назад", callback_data=f"admin_ticket:{ticket_id}:{list_filter}")])
    return InlineKeyboardMarkup(inline_keyboard=rows)


def chat_session_kb(ticket_id: int, list_filter: str) -> InlineKeyboardMarkup:
    return InlineKeyboardMarkup(
        inline_keyboard=[
            [InlineKeyboardButton(text="❌ Закрыть чат", callback_data=f"admin:chatend:{ticket_id}:{list_filter}")]
        ]
    )


def admin_cancel(ticket_id: int, list_filter: str) -> InlineKeyboardMarkup:
    return InlineKeyboardMarkup(
        inline_keyboard=[
            [InlineKeyboardButton(text="Отмена", callback_data=f"adm:back:{ticket_id}:{list_filter}")]
        ]
    )


def ticket_actions(ticket, viewer_id: int, list_filter: str = "open", with_back: bool = False) -> InlineKeyboardMarkup:
    ticket_id = ticket["id"]
    status = ticket["status"]
    is_holder = ticket["assignee_id"] == viewer_id

    def cb(action: str) -> str:
        return f"admin:{action}:{ticket_id}:{list_filter}"

    rows: list[list[InlineKeyboardButton]] = []

    if status in ("closed", "rejected"):
        rows.append([InlineKeyboardButton(text="♻️ Переоткрыть", callback_data=cb("reopen"))])
    else:
        if status == "new":
            rows.append([InlineKeyboardButton(text="▶️ Взять в работу", callback_data=cb("assign"))])
        elif status in ("waiting", "deferred"):
            rows.append([InlineKeyboardButton(text="▶️ Вернуть в работу", callback_data=cb("assign"))])
        elif status == "in_progress" and not is_holder:
            rows.append([InlineKeyboardButton(text="✋ Перехватить", callback_data=cb("assign"))])

        action_row: list[InlineKeyboardButton] = []
        if status != "new" and is_holder:
            action_row.append(InlineKeyboardButton(text="✅ Закрыть", callback_data=cb("close")))
        if status == "in_progress":
            action_row.append(InlineKeyboardButton(text="⏳ В ожидание", callback_data=cb("wait")))
        if status in ("new", "in_progress"):
            action_row.append(InlineKeyboardButton(text="💤 Отложить", callback_data=cb("defer")))
        for i in range(0, len(action_row), 2):
            rows.append(action_row[i : i + 2])

        rows.append(
            [
                InlineKeyboardButton(text="🎚 Приоритет", callback_data=cb("prio")),
                InlineKeyboardButton(text="👥 Назначить", callback_data=cb("assignto")),
            ]
        )
        rows.append(
            [
                InlineKeyboardButton(text="📝 Заметка", callback_data=cb("note")),
                InlineKeyboardButton(text="💬 Чат", callback_data=cb("chat")),
            ]
        )
        rows.append([InlineKeyboardButton(text="🚫 Отклонить", callback_data=cb("reject"))])

    rows.append([InlineKeyboardButton(text="🕓 История", callback_data=cb("history"))])
    if with_back:
        rows.append([InlineKeyboardButton(text="⬅️ К списку", callback_data=f"adm:list:{list_filter}")])

    return InlineKeyboardMarkup(inline_keyboard=rows)