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.config_reader import config_reader
from app.email_sender import email_sender

logger = logging.getLogger(__name__)


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()

        conv.inquiry_text = text
        conv.state = "escalated"
        await db.commit()

    await _finalize_ticket(user_id, conv, user, text)


async def _finalize_ticket(
    user_id: int,
    conv: BotConversation,
    user: BotUser,
    inquiry_text: str,
) -> None:
    async with async_session() as db:
        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",
        )
        db.add(ticket)
        await db.commit()
        await db.refresh(ticket)

        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_result = await db.execute(
            select(BotConversation).where(BotConversation.id == conv.id)
        )
        conv_obj = conv_result.scalar_one_or_none()
        if conv_obj:
            conv_obj.state = "completed"

        await db.commit()

        async with async_session() as db2:
            user_obj = await db2.get(BotUser, user_id)
            if user_obj:
                user_obj.total_tickets = (user_obj.total_tickets or 0) + 1
                await db2.commit()

    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",
    )

    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.",
    )


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)