import datetime
import logging
from sqlalchemy import select
from app.database import async_session
from app.models import BotUser, BotConversation, BotMessage, BotTicket, BotTicketMessage, BotTicketStatus
from app.max_api import max_api
from app.settings_cache import settings_cache
from app.email_sender import email_sender

logger = logging.getLogger(__name__)

MOSCOW_TZ = datetime.timezone(datetime.timedelta(hours=3))

def moscow_now():
    return datetime.datetime.now(MOSCOW_TZ).replace(tzinfo=None)


async def handle_inquiry(user_id: int, conv_id: int, text: str) -> None:
    async with async_session() as db:
        result = await db.execute(
            select(BotConversation).where(BotConversation.id == conv_id)
        )
        conv = result.scalar_one_or_none()
        if not conv:
            return

        user_result = await db.execute(select(BotUser).where(BotUser.id == user_id))
        user = user_result.scalar_one_or_none()
        if not user:
            await max_api.send_message(
                user_id,
                "Произошла ошибка при обработке запроса. Пожалуйста, попробуйте ещё раз позже.",
                conversation_id=conv_id,
            )
            return

        conv.inquiry_text = text
        conv.state = "escalated"

        await _finalize_ticket_in_tx(db, user_id, conv, user, text)

        await db.commit()


async def _finalize_ticket_in_tx(
    db,
    user_id: int,
    conv: BotConversation,
    user: BotUser,
    inquiry_text: str,
) -> None:
    user_name = user.first_name or user.last_name or ""
    ticket_title = f"Обращение от {user_name or 'клиента'} ({user_id})"
    if len(inquiry_text) > 100:
        ticket_title = inquiry_text[:97] + "..."

    ticket = BotTicket(
        user_id=user_id,
        title=ticket_title,
        description=inquiry_text,
        priority="normal",
        status="Новая",
        created_by="bot",
        contact_name=f"{user.first_name or ''} {user.last_name or ''}".strip() or None,
        contact_phone=user.phone,
        contact_email=user.email,
    )
    db.add(ticket)
    await db.flush()

    msg = BotTicketMessage(
        ticket_id=ticket.id,
        direction="incoming",
        text=inquiry_text,
    )
    db.add(msg)

    status_log = BotTicketStatus(
        ticket_id=ticket.id,
        new_status="Новая",
        changed_by="bot",
    )
    db.add(status_log)

    conv.state = "completed"

    user.total_tickets = (user.total_tickets or 0) + 1

    user_info = f"ID: {user_id}\nИмя: {user.first_name or 'не указано'} {user.last_name or ''}"
    contact = user.phone or "не указан"
    history = await _get_conversation_history(conv.id)

    support_email = await settings_cache.get("support_email", "zakaz@aegisone.ru")
    email_subject = await settings_cache.get(
        "email_subject",
        "Обращение через Виртуального помощника AegisOne Engineering",
    )

    import asyncio
    loop = asyncio.get_running_loop()
    await loop.run_in_executor(None, lambda: email_sender.send_ticket_escalation(
        to=support_email,
        subject=email_subject,
        user_info=user_info,
        contact=contact,
        inquiry=inquiry_text,
        history=history,
    ))

    await max_api.send_message(
        user_id,
        f"Зафиксировала: {inquiry_text}\n\n"
        f"Ваша заявка отправлена инженеру. В ближайшее время он обязательно "
        f"свяжется с вами.",
        conversation_id=conv.id,
    )


async def _get_conversation_history(conv_id: int) -> str:
    async with async_session() as db:
        result = await db.execute(
            select(BotMessage)
            .where(BotMessage.conversation_id == conv_id)
            .order_by(BotMessage.id)
        )
        messages = result.scalars().all()

    lines = []
    for msg in messages:
        direction = "Клиент" if msg.direction == "incoming" else "Бот"
        time_str = msg.created_at.strftime("%d.%m.%Y %H:%M") if msg.created_at else ""
        lines.append(f"[{time_str}] {direction}: {msg.text or ''}")

    return "\n".join(lines)