"""Celery tasks: ticket priority escalation."""
import logging
from datetime import datetime, timezone, timedelta

from app.worker import celery_app

logger = logging.getLogger(__name__)


def _make_session():
    import os
    from sqlalchemy import create_engine
    from sqlalchemy.orm import sessionmaker
    db_url = os.getenv("DATABASE_URL", "postgresql://postgres:postgres@db:5432/taptrack_hub")
    engine = create_engine(db_url.replace("postgresql+asyncpg://", "postgresql://"), pool_pre_ping=True)
    return sessionmaker(bind=engine)()


@celery_app.task(name="tickets.escalate_stale")
def escalate_stale():
    """
    Escalate stale open tickets:
    - open > 48h + priority medium → high
    - open > 72h + no reply yet → urgent
    """
    from sqlalchemy import select, and_
    from app.models.ticket import SupportTicket, TicketReply, TicketStatus, TicketPriority

    db = _make_session()
    try:
        now = datetime.now(timezone.utc)
        threshold_48h = now - timedelta(hours=48)
        threshold_72h = now - timedelta(hours=72)

        # Open tickets > 48h, medium priority → high
        stale_medium = db.execute(
            select(SupportTicket).where(
                and_(
                    SupportTicket.status == TicketStatus.open,
                    SupportTicket.priority == TicketPriority.medium,
                    SupportTicket.created_at < threshold_48h,
                )
            )
        ).scalars().all()
        for t in stale_medium:
            t.priority = TicketPriority.high
            logger.info("Escalated ticket %s to high priority (48h)", t.ticket_number)

        # Open tickets > 72h, no reply → urgent
        stale_72h = db.execute(
            select(SupportTicket).where(
                and_(
                    SupportTicket.status == TicketStatus.open,
                    SupportTicket.first_response_at == None,  # noqa: E711
                    SupportTicket.created_at < threshold_72h,
                )
            )
        ).scalars().all()
        for t in stale_72h:
            if t.priority != TicketPriority.urgent:
                t.priority = TicketPriority.urgent
                logger.warning("Escalated ticket %s to urgent (72h no response)", t.ticket_number)

        db.commit()
        logger.info("escalate_stale: %d→high, %d→urgent", len(stale_medium), len(stale_72h))
    except Exception as e:
        db.rollback()
        logger.error("escalate_stale error: %s", e)
    finally:
        db.close()