from typing import Literal

from pydantic import BaseModel, Field


class TicketCreateRequest(BaseModel):
    workspace_code: str = Field(default="", max_length=50)
    requester_id: str = Field(..., min_length=1, max_length=100)
    requester_tenant_id: str = Field(..., min_length=1, max_length=100)
    requester_tenant_ids: list[str] = Field(default_factory=list)
    requester_contact: str | None = Field(default=None, max_length=100)
    requester_email: str | None = Field(default=None, max_length=320)
    requester_name: str | None = Field(default=None, max_length=100)
    requester_department: str | None = Field(default=None, max_length=100)
    requester_phone_number: str | None = Field(default=None, max_length=50)
    title: str = Field(..., min_length=1, max_length=255)
    description: str = Field(..., min_length=1)
    category_code: str | None = Field(default=None, max_length=20)
    ticket_type: str = Field(default="GENERAL")
    is_secret: bool = False
    requires_approval: bool = False
    extra_fields: dict[str, str] = Field(default_factory=dict)


class TicketUpdateRequest(BaseModel):
    title: str | None = Field(default=None, min_length=1, max_length=255)
    description: str | None = Field(default=None, min_length=1)
    requester_contact: str | None = Field(default=None, max_length=100)
    is_secret: bool | None = None
    extra_fields: dict[str, str] | None = None


class TicketCreateResponse(BaseModel):
    ticket_id: int
    workspace_code: str
    status_code: str
    feedback_status: str
    sync_status: str
    message: str


FeedbackStatus = Literal["INIT", "ON_REVIEW", "DETAILED_REVIEW", "IN_PROGRESS", "RESOLVED", "PENDING"]


class FeedbackStatusUpdateRequest(BaseModel):
    feedback_status: FeedbackStatus


class SupportFeedbackStatusRecord(BaseModel):
    feedback_id: int
    feedback_status: FeedbackStatus
    updated_at: str


class SupportFeedbackMetrics(BaseModel):
    project_id: int
    channel_id: int | None = None
    today_first_count: int
    answer_waiting_count: int
    issue_linked_count: int
    issue_link_rate: float
    average_processing_minutes: float | None = None


class WorkspaceSummary(BaseModel):
    workspace_code: str
    workspace_name: str
    workspace_type: str


class WorkspaceFormField(BaseModel):
    field_code: str
    label: str
    field_type: str
    required: bool = False
    options: list[dict[str, str | int]] = Field(default_factory=list)


class WorkspaceFormTemplateResponse(BaseModel):
    workspace_code: str
    workspace_name: str
    requires_approval: bool
    fields: list[WorkspaceFormField]


class SupportActivityItem(BaseModel):
    id: str
    label: str
    detail: str
    timestamp: str


class SupportAttachmentRecord(BaseModel):
    attachment_id: int = Field(description="첨부파일 식별자")
    original_file_name: str = Field(description="사용자가 업로드한 원본 파일명")
    mime_type: str | None = Field(default=None, description="MIME 타입")
    file_size: int | None = Field(default=None, description="파일 크기(bytes)")
    created_at: str = Field(description="첨부파일 생성 시각")


class TicketCommentCreateRequest(BaseModel):
    requester_id: str = Field(
        ...,
        min_length=1,
        max_length=100,
        description="인증된 작성자 식별자. API 서버가 로그인 사용자 정보로 덮어쓴다.",
    )
    requester_tenant_id: str = Field(
        ...,
        min_length=1,
        max_length=100,
        description="인증된 작성자 테넌트 식별자. API 서버가 로그인 사용자 정보로 덮어쓴다.",
    )
    author_name: str | None = Field(
        default=None,
        max_length=100,
        description="작성자 표시명. 인증 사용자 정보로 서버가 결정한다.",
    )
    content: str = Field(default="", description="댓글 본문")
    is_internal: bool = Field(
        default=False,
        description="서버 내부용 필드. 일반 댓글 API에서는 무시되며 내부 메모 API가 true로 설정한다.",
    )


class TicketCommentUpdateRequest(BaseModel):
    requester_id: str = Field(..., min_length=1, max_length=100)
    requester_tenant_id: str = Field(..., min_length=1, max_length=100)
    content: str = Field(..., min_length=1)


class InternalMemoCreateRequest(BaseModel):
    content: str = Field(..., min_length=1, description="관리자만 조회할 내부 메모 본문")


class InternalMemoUpdateRequest(BaseModel):
    content: str = Field(..., min_length=1, description="수정할 내부 메모 본문")


class TicketIssueLinkStatusSyncRequest(BaseModel):
    linked: bool


class TicketAssigneeCandidate(BaseModel):
    user_id: str
    tenant_id: str
    name: str | None = None
    email: str | None = None
    department: str | None = None
    phone_number: str | None = None
    role_code: str


class TicketAssigneeUpdateRequest(BaseModel):
    assignee_id: str | None = None
    assignee_tenant_id: str | None = None


class SupportTicketCommentRecord(BaseModel):
    comment_id: int = Field(description="댓글 또는 내부 메모 식별자")
    ticket_id: int = Field(description="지원 요청 식별자")
    author_id: str = Field(description="작성자 식별자")
    author_tenant_id: str = Field(description="작성자 테넌트 식별자")
    author_name: str = Field(description="작성자 표시명")
    content: str = Field(description="댓글 또는 내부 메모 본문")
    is_internal: bool = Field(description="관리자 전용 내부 메모 여부")
    comment_type: str = Field(default="COMMENT", description="COMMENT 또는 INTERNAL_MEMO")
    created_at: str = Field(description="작성 시각")
    updated_at: str = Field(description="수정 시각")
    edited_at: str | None = Field(default=None, description="마지막 수정 시각")
    attachments: list[SupportAttachmentRecord] = Field(default_factory=list)
    can_edit: bool = False
    can_delete: bool = False


class TicketDeleteResponse(BaseModel):
    deleted: bool = Field(description="삭제 처리 여부")
    ticket_id: int = Field(description="지원 요청 식별자")
    comment_id: int | None = Field(default=None, description="삭제된 댓글 또는 내부 메모 식별자")
    feedback_id: int | None = Field(default=None, description="연결된 ABC 피드백 식별자")


class SupportTicketRecord(BaseModel):
    ticket_id: int
    workspace_code: str
    workspace_name: str
    title: str
    description: str
    requester_id: str
    requester_tenant_id: str
    requester_tenant_ids: list[str] = Field(default_factory=list)
    requester_contact: str
    requester_email: str | None
    requester_name: str | None
    requester_department: str | None
    requester_phone_number: str | None
    category_code: str
    ticket_type: str
    requires_approval: bool
    status_code: str
    feedback_status: str
    approval_status: str
    sync_status: str
    issue_link_status: str
    external_issue_status: str | None = None
    assignee_id: str | None = None
    assignee_tenant_id: str | None = None
    assignee_name: str | None = None
    assignee_email: str | None = None
    is_secret: bool
    created_at: str
    updated_at: str
    extra_fields: dict[str, str]
    attachments: list[SupportAttachmentRecord] = Field(default_factory=list)
    activity: list[SupportActivityItem]


class TicketMutationResponse(BaseModel):
    ticket_id: int
    status_code: str
    feedback_status: str
    approval_status: str
    issue_link_status: str
    external_issue_status: str | None = None
    updated_at: str