"""
Support ticket models.
"""
from django.conf import settings
from django.db import models

from utils.choices import (
    TICKET_STATUS_CHOICES, TICKET_OPEN,
    TICKET_PRIORITY_CHOICES, TICKET_PRIORITY_MEDIUM,
    TICKET_CATEGORY_CHOICES, TICKET_CAT_GENERAL,
)


class SupportTicket(models.Model):
    subject = models.CharField(max_length=200)
    category = models.CharField(
        max_length=30,
        choices=TICKET_CATEGORY_CHOICES,
        default=TICKET_CAT_GENERAL,
    )
    priority = models.CharField(
        max_length=20,
        choices=TICKET_PRIORITY_CHOICES,
        default=TICKET_PRIORITY_MEDIUM,
    )
    status = models.CharField(
        max_length=20,
        choices=TICKET_STATUS_CHOICES,
        default=TICKET_OPEN,
    )
    created_by = models.ForeignKey(
        settings.AUTH_USER_MODEL,
        on_delete=models.CASCADE,
        related_name='support_tickets',
    )
    assigned_to = models.ForeignKey(
        settings.AUTH_USER_MODEL,
        on_delete=models.SET_NULL,
        null=True,
        blank=True,
        related_name='assigned_tickets',
        limit_choices_to={'role': 'admin'},
    )
    created_at = models.DateTimeField(auto_now_add=True)
    updated_at = models.DateTimeField(auto_now=True)

    class Meta:
        ordering = ['-updated_at']
        verbose_name = 'Support Ticket'
        verbose_name_plural = 'Support Tickets'

    def __str__(self):
        return f'#{self.pk} — {self.subject}'

    @property
    def is_open(self):
        return self.status in ('open', 'in_progress')

    @property
    def reference(self):
        return f'TKT-{self.pk:05d}'


class TicketMessage(models.Model):
    ticket = models.ForeignKey(
        SupportTicket,
        on_delete=models.CASCADE,
        related_name='messages',
    )
    author = models.ForeignKey(
        settings.AUTH_USER_MODEL,
        on_delete=models.CASCADE,
        related_name='ticket_messages',
    )
    body = models.TextField()
    is_staff_reply = models.BooleanField(default=False)
    created_at = models.DateTimeField(auto_now_add=True)

    class Meta:
        ordering = ['created_at']

    def __str__(self):
        return f'Msg on {self.ticket_id} by {self.author_id}'


CONTACT_TOPIC_CHOICES = [
    ('general', 'General inquiry'),
    ('courses', 'Courses & enrollment'),
    ('certifications', 'Certifications & exams'),
    ('payment', 'Payment & fees'),
    ('technical', 'Technical support'),
    ('other', 'Other'),
]


class ContactInquiry(models.Model):
    """Public Help Center / Contact Us submissions (guests or logged-in users)."""
    name = models.CharField(max_length=150)
    email = models.EmailField()
    phone = models.CharField(max_length=30, blank=True)
    topic = models.CharField(max_length=30, choices=CONTACT_TOPIC_CHOICES, default='general')
    subject = models.CharField(max_length=200)
    message = models.TextField()
    user = models.ForeignKey(
        settings.AUTH_USER_MODEL,
        on_delete=models.SET_NULL,
        null=True,
        blank=True,
        related_name='contact_inquiries',
    )
    is_resolved = models.BooleanField(default=False)
    staff_notes = models.TextField(blank=True)
    created_at = models.DateTimeField(auto_now_add=True)
    updated_at = models.DateTimeField(auto_now=True)

    class Meta:
        ordering = ['-created_at']
        verbose_name_plural = 'Contact inquiries'

    def __str__(self):
        return f'{self.subject} — {self.email}'

    @property
    def reference(self):
        return f'INQ-{self.pk:05d}'