"""工单业务：创建 / 升级 / 客服处理（幂等与校验）。"""
from __future__ import annotations

import logging
import random
import time
from decimal import Decimal

from django.db import transaction
from django.utils import timezone

from gongdan.constants import (
    TYPE_ORDER, TYPE_RECHARGE, TYPE_PENALTY, TYPE_GUANSHI, TYPE_FRAUD,
    TYPE_LABELS, STATUS_PROCESSING, STATUS_DONE, STATUS_DISSATISFIED, STATUS_CLOSED,
    STATUS_LABELS, MAX_IMAGES, MAX_SHUOMING_LEN, MAX_SHENGJI_TIMES, OSS_PREFIX,
)
from gongdan.models import Gongdan, GongdanImage, GongdanShengji

logger = logging.getLogger(__name__)


class GongdanError(Exception):
    def __init__(self, message, code='error'):
        super().__init__(message)
        self.code = code


def _gen_gongdan_id():
    ts = int(time.time() * 1000)
    ns = int(time.time_ns() // 1000) % 1000000
    rnd = random.randint(0, 99)
    return f'GD{ts:011d}{ns:06d}{rnd:02d}'


def _trim(text, max_len=MAX_SHUOMING_LEN):
    return (text or '').strip()[:max_len]


def validate_type_refs(leixing, order_id=None, chongzhi_id=None, fadan_id=None, guanshi_id=None):
    """按类型校验必填关联 ID，并尽量核对库内是否存在。"""
    order_id = (order_id or '').strip() or None
    chongzhi_id = (chongzhi_id or '').strip() or None
    fadan_id = (fadan_id or '').strip() or None
    guanshi_id = (guanshi_id or '').strip() or None

    if leixing == TYPE_ORDER:
        if not order_id:
            raise GongdanError('订单投诉请填写订单ID', 'need_order_id')
        from orders.models import Order
        if not Order.query.filter(OrderID=order_id).exists():
            raise GongdanError('订单不存在，请核对订单ID', 'order_not_found')
        return order_id, None, None, None

    if leixing == TYPE_RECHARGE:
        if not chongzhi_id:
            raise GongdanError('充值投诉请填写充值记录ID', 'need_chongzhi_id')
        from products.models import Czjilu
        if not Czjilu.query.filter(dingdan_id=chongzhi_id).exists():
            raise GongdanError('充值记录不存在，请核对充值ID', 'chongzhi_not_found')
        return None, chongzhi_id, None, None

    if leixing == TYPE_PENALTY:
        if not fadan_id:
            raise GongdanError('罚款投诉请填写罚单ID', 'need_fadan_id')
        from orders.models import Penalty
        try:
            fid = int(fadan_id)
        except (TypeError, ValueError):
            raise GongdanError('罚单ID格式不正确', 'bad_fadan_id')
        if not Penalty.query.filter(id=fid).exists():
            raise GongdanError('罚单不存在，请核对罚单ID', 'fadan_not_found')
        return None, None, str(fid), None

    if leixing == TYPE_GUANSHI:
        # 管事UID 选填，有则校验存在
        if guanshi_id:
            from users.models import UserGuanshi
            if not UserGuanshi.objects.filter(user__UserUID=guanshi_id).exists():
                raise GongdanError('管事不存在，请核对管事ID', 'guanshi_not_found')
        return None, None, None, guanshi_id

    if leixing == TYPE_FRAUD:
        return None, None, None, None

    raise GongdanError('不支持的投诉类型', 'bad_type')


def serialize_gongdan(gd, include_images=True, include_shengji=False):
    data = {
        'gongdan_id': gd.gongdan_id,
        'leixing': gd.leixing,
        'leixing_label': TYPE_LABELS.get(gd.leixing, str(gd.leixing)),
        'order_id': gd.order_id or '',
        'chongzhi_id': gd.chongzhi_id or '',
        'fadan_id': gd.fadan_id or '',
        'guanshi_id': gd.guanshi_id or '',
        'shuoming': gd.shuoming or '',
        'shenqingren_id': gd.shenqingren_id,
        'club_id': gd.club_id or '',
        'zhuangtai': gd.zhuangtai,
        'zhuangtai_label': STATUS_LABELS.get(gd.zhuangtai, str(gd.zhuangtai)),
        'chuli_jieguo': gd.chuli_jieguo or '',
        'chuliren_id': gd.chuliren_id or '',
        'chuliren_name': gd.chuliren_name or '',
        'chuli_time': gd.chuli_time.isoformat() if gd.chuli_time else '',
        'shengji_cishu': gd.shengji_cishu or 0,
        'CreateTime': gd.CreateTime.isoformat() if gd.CreateTime else '',
        'UpdateTime': gd.UpdateTime.isoformat() if gd.UpdateTime else '',
    }
    if include_images:
        data['images'] = [
            {'url': img.url, 'paixu': img.paixu}
            for img in gd.images.all().order_by('paixu', 'id')
        ]
    if include_shengji:
        data['shengji_list'] = [
            {
                'cishu': s.cishu,
                'shuoming': s.shuoming,
                'CreateTime': s.CreateTime.isoformat() if s.CreateTime else '',
            }
            for s in gd.shengji_list.all().order_by('cishu', 'id')
        ]
    return data


def _replace_images(gd, image_urls):
    urls = [u.strip() for u in (image_urls or []) if u and str(u).strip()]
    if len(urls) > MAX_IMAGES:
        raise GongdanError(f'最多上传{MAX_IMAGES}张图片', 'too_many_images')
    GongdanImage.objects.filter(gongdan=gd).delete()
    for i, url in enumerate(urls):
        GongdanImage.objects.create(
            gongdan=gd,
            gongdan_hao=gd.gongdan_id,
            url=url[:512],
            paixu=i,
        )


@transaction.atomic
def create_gongdan(
    *,
    yonghuid,
    leixing,
    shuoming,
    club_id=None,
    order_id=None,
    chongzhi_id=None,
    fadan_id=None,
    guanshi_id=None,
    image_urls=None,
):
    try:
        leixing = int(leixing)
    except (TypeError, ValueError):
        raise GongdanError('投诉类型无效', 'bad_type')
    if leixing not in TYPE_LABELS:
        raise GongdanError('投诉类型无效', 'bad_type')

    text = _trim(shuoming)
    if not text:
        raise GongdanError('请填写投诉说明', 'need_shuoming')

    order_id, chongzhi_id, fadan_id, guanshi_id = validate_type_refs(
        leixing, order_id, chongzhi_id, fadan_id, guanshi_id,
    )

    gid = _gen_gongdan_id()
    for _ in range(5):
        if not Gongdan.query.filter(gongdan_id=gid).exists():
            break
        gid = _gen_gongdan_id()

    gd = Gongdan.objects.create(
        gongdan_id=gid,
        leixing=leixing,
        order_id=order_id,
        chongzhi_id=chongzhi_id,
        fadan_id=fadan_id,
        guanshi_id=guanshi_id,
        shuoming=text,
        shenqingren_id=yonghuid,
        club_id=club_id or None,
        zhuangtai=STATUS_PROCESSING,
        shengji_cishu=0,
    )
    _replace_images(gd, image_urls)
    logger.info('创建工单 %s type=%s user=%s', gid, leixing, yonghuid)
    return gd


@transaction.atomic
def escalate_gongdan(*, gongdan_id, yonghuid, shuoming, image_urls=None):
    """不满意后继续投诉：写升级记录；可选整体替换证据图。"""
    gd = Gongdan.query.select_for_update().filter(gongdan_id=gongdan_id).first()
    if not gd:
        raise GongdanError('工单不存在', 'not_found')
    if gd.shenqingren_id != yonghuid:
        raise GongdanError('无权操作此工单', 'forbidden')
    if gd.zhuangtai not in (STATUS_DONE, STATUS_DISSATISFIED):
        raise GongdanError('当前状态不可继续投诉，请等待客服处理', 'bad_status')
    if (gd.shengji_cishu or 0) >= MAX_SHENGJI_TIMES:
        raise GongdanError(f'最多升级{MAX_SHENGJI_TIMES}次，请联系客服', 'too_many_shengji')

    text = _trim(shuoming)
    if not text:
        raise GongdanError('请填写补充说明', 'need_shuoming')

    next_cishu = (gd.shengji_cishu or 0) + 1
    GongdanShengji.objects.create(
        gongdan=gd,
        gongdan_hao=gd.gongdan_id,
        cishu=next_cishu,
        shuoming=text,
        shenqingren_id=yonghuid,
    )
    gd.shengji_cishu = next_cishu
    gd.zhuangtai = STATUS_PROCESSING
    gd.chuli_jieguo = ''
    gd.chuli_time = None
    # 保留原处理人记录便于审计，但状态回到处理中
    gd.save(update_fields=[
        'shengji_cishu', 'zhuangtai', 'chuli_jieguo', 'chuli_time', 'UpdateTime',
    ])
    if image_urls is not None:
        _replace_images(gd, image_urls)
    logger.info('工单升级 %s cishu=%s', gongdan_id, next_cishu)
    return gd


@transaction.atomic
def handle_gongdan(
    *,
    gongdan_id,
    handler_uid,
    handler_name,
    action,
    chuli_jieguo='',
):
    """
    客服处理：
      action=done → 已处理
      action=dissatisfied → 标记不满意（一般由用户侧触发，客服 sparingly）
      action=close → 关闭
      action=processing → 重新标处理中
    """
    gd = Gongdan.query.select_for_update().filter(gongdan_id=gongdan_id).first()
    if not gd:
        raise GongdanError('工单不存在', 'not_found')

    action = (action or '').strip().lower()
    jieguo = _trim(chuli_jieguo)

    if action in ('done', 'finish', 'resolve'):
        if not jieguo:
            raise GongdanError('请填写处理结果', 'need_jieguo')
        gd.zhuangtai = STATUS_DONE
        gd.chuli_jieguo = jieguo
        gd.chuliren_id = handler_uid
        gd.chuliren_name = (handler_name or '')[:64]
        gd.chuli_time = timezone.now()
    elif action in ('close',):
        gd.zhuangtai = STATUS_CLOSED
        gd.chuli_jieguo = jieguo or gd.chuli_jieguo or '已关闭'
        gd.chuliren_id = handler_uid
        gd.chuliren_name = (handler_name or '')[:64]
        gd.chuli_time = timezone.now()
    elif action in ('processing', 'reopen'):
        gd.zhuangtai = STATUS_PROCESSING
    elif action in ('dissatisfied',):
        gd.zhuangtai = STATUS_DISSATISFIED
    else:
        raise GongdanError('未知处理动作', 'bad_action')

    gd.save()
    logger.info('工单处理 %s action=%s by=%s', gongdan_id, action, handler_uid)
    return gd


@transaction.atomic
def user_mark_dissatisfied(*, gongdan_id, yonghuid):
    gd = Gongdan.query.select_for_update().filter(gongdan_id=gongdan_id).first()
    if not gd:
        raise GongdanError('工单不存在', 'not_found')
    if gd.shenqingren_id != yonghuid:
        raise GongdanError('无权操作此工单', 'forbidden')
    if gd.zhuangtai != STATUS_DONE:
        raise GongdanError('仅已处理的工单可标记不满意', 'bad_status')
    gd.zhuangtai = STATUS_DISSATISFIED
    gd.save(update_fields=['zhuangtai', 'UpdateTime'])
    return gd