import uuid
import enum
from datetime import datetime, timezone
from sqlalchemy import String, Boolean, DateTime, Enum as SAEnum, ForeignKey, Text, Integer
from sqlalchemy.orm import Mapped, mapped_column, relationship
from app.database import Base

class TicketStatus(str, enum.Enum):
    open = "open"
    in_progress = "in_progress"
    resolved = "resolved"
    closed = "closed"

class TicketPriority(str, enum.Enum):
    low = "low"
    medium = "medium"
    high = "high"
    urgent = "urgent"

class TicketCategory(str, enum.Enum):
    billing = "billing"
    technical = "technical"
    sms = "sms"
    license = "license"
    general = "general"

class SupportTicket(Base):
    __tablename__ = "support_tickets"

    id: Mapped[str] = mapped_column(String(36), primary_key=True, default=lambda: str(uuid.uuid4()))
    school_id: Mapped[str] = mapped_column(String(36), ForeignKey("schools.id", ondelete="CASCADE"), nullable=False, index=True)
    submitted_by: Mapped[str] = mapped_column(String(36), ForeignKey("hub_users.id", ondelete="SET NULL"), nullable=True)
    ticket_number: Mapped[str] = mapped_column(String(20), unique=True, nullable=False)
    subject: Mapped[str] = mapped_column(String(255), nullable=False)
    body: Mapped[str] = mapped_column(Text, nullable=False)
    category: Mapped[TicketCategory] = mapped_column(SAEnum(TicketCategory), default=TicketCategory.general, nullable=False)
    status: Mapped[TicketStatus] = mapped_column(SAEnum(TicketStatus), default=TicketStatus.open, nullable=False)
    priority: Mapped[TicketPriority] = mapped_column(SAEnum(TicketPriority), default=TicketPriority.medium, nullable=False)
    assigned_to: Mapped[str | None] = mapped_column(String(36), ForeignKey("hub_users.id", ondelete="SET NULL"), nullable=True)
    first_response_at: Mapped[datetime | None] = mapped_column(DateTime(timezone=True), nullable=True)
    resolved_at: Mapped[datetime | None] = mapped_column(DateTime(timezone=True), nullable=True)
    created_at: Mapped[datetime] = mapped_column(DateTime(timezone=True), default=lambda: datetime.now(timezone.utc))
    updated_at: Mapped[datetime] = mapped_column(DateTime(timezone=True), default=lambda: datetime.now(timezone.utc), onupdate=lambda: datetime.now(timezone.utc))

    school: Mapped["School"] = relationship("School", back_populates="tickets")
    replies: Mapped[list["TicketReply"]] = relationship("TicketReply", back_populates="ticket", cascade="all, delete-orphan")

class TicketReply(Base):
    __tablename__ = "ticket_replies"

    id: Mapped[str] = mapped_column(String(36), primary_key=True, default=lambda: str(uuid.uuid4()))
    ticket_id: Mapped[str] = mapped_column(String(36), ForeignKey("support_tickets.id", ondelete="CASCADE"), nullable=False)
    author_id: Mapped[str] = mapped_column(String(36), ForeignKey("hub_users.id", ondelete="SET NULL"), nullable=True)
    body: Mapped[str] = mapped_column(Text, nullable=False)
    is_internal: Mapped[bool] = mapped_column(Boolean, default=False, nullable=False)
    created_at: Mapped[datetime] = mapped_column(DateTime(timezone=True), default=lambda: datetime.now(timezone.utc))

    ticket: Mapped[SupportTicket] = relationship("SupportTicket", back_populates="replies")