# -*- coding: utf-8 -*-
# Copyright 2024-2026 Nexa Systems Inc.
# License OPL-1 (Odoo Proprietary License v1.0)

"""Shared intake service.

This AbstractModel is the SINGLE entry point for creating repair orders from
any intake surface: the backend wizard (Phase 1), the sales rep portal
(Phase 1+), and the public client self-service portal (Phase 1+).

All three surfaces call `create_repair_orders(payload, source='...')` so that
business logic - activities, emails, warranty determination, AI summary,
catalogue match, third-party flag, dispatch task creation - lives in one
place and the surfaces never drift apart.
"""

import logging
from datetime import timedelta

from markupsafe import Markup

from odoo import _, api, fields, models
from odoo.exceptions import UserError

_logger = logging.getLogger(__name__)


class FusionRepairIntakeService(models.AbstractModel):
    _name = 'fusion.repair.intake.service'
    _description = 'Repair Intake Service (shared by backend / sales rep / client)'

    # ------------------------------------------------------------------
    # PUBLIC API
    # ------------------------------------------------------------------
    @api.model
    def create_repair_orders(self, payload, source='backend_wizard'):
        """Create one repair.order per equipment item in the payload.

        :param payload: dict with keys:
            - partner_id: int (required) or partner_vals: dict to create new partner
            - intake_user_id: int (optional, defaults to env.user)
            - quote_only: bool (optional, C6 - skips dispatch task creation)
            - equipment_items: list of dicts, each with:
                - product_id: int (optional)
                - lot_id: int (optional)
                - repair_category_id: int (optional)
                - intake_template_id: int (optional)
                - third_party: bool (optional)
                - urgency: str (optional, default 'normal')
                - issue_summary: str (optional)
                - internal_notes: str (optional)
                - photo_attachment_ids: list[int] (optional)
                - answers: list of dicts with keys
                    (question_id, value_char|value_text|value_selection|
                     value_boolean|value_integer|value_date)
        :param source: str, one of repair_order.INTAKE_SOURCES values.
        :return: recordset of repair.order records created.
        """
        partner_id = self._resolve_partner(payload)
        if not partner_id:
            raise UserError(_('A client is required to create a repair request.'))

        intake_user = self.env['res.users'].browse(
            payload.get('intake_user_id') or self.env.uid
        )
        session_ref = (
            self.env['ir.sequence'].next_by_code('fusion.repair.intake.session')
            or 'RIS/NEW'
        )

        equipment = payload.get('equipment_items') or [{}]
        quote_only = bool(payload.get('quote_only'))
        repairs = self.env['repair.order']
        for item in equipment:
            repair = self._create_single_repair(
                partner_id=partner_id,
                intake_user=intake_user,
                session_ref=session_ref,
                source=source,
                item=item,
                quote_only=quote_only,
            )
            repairs |= repair

        return repairs

    # ------------------------------------------------------------------
    # PARTNER RESOLUTION
    # ------------------------------------------------------------------
    @api.model
    def _resolve_partner(self, payload):
        partner_id = payload.get('partner_id')
        if partner_id:
            return partner_id
        partner_vals = payload.get('partner_vals')
        if not partner_vals:
            return False
        # Sensible defaults for partners created via public portals so mail
        # templates pick up the right language / company.
        partner_vals.setdefault('lang', self.env.user.lang or 'en_CA')
        partner_vals.setdefault('company_id', self.env.company.id)
        partner = self.env['res.partner'].sudo().create(partner_vals)
        return partner.id

    # ------------------------------------------------------------------
    # CORE CREATION
    # ------------------------------------------------------------------
    @api.model
    def _create_single_repair(self, partner_id, intake_user, session_ref,
                              source, item, quote_only=False):
        Repair = self.env['repair.order']
        product_id = item.get('product_id')

        vals = {
            'partner_id': partner_id,
            'user_id': intake_user.id,
            'x_fc_intake_user_id': intake_user.id,
            'x_fc_intake_session_id': session_ref,
            'x_fc_intake_source': source,
            'x_fc_repair_category_id': item.get('repair_category_id') or False,
            'x_fc_intake_template_id': item.get('intake_template_id') or False,
            'x_fc_third_party_equipment': bool(item.get('third_party')),
            'x_fc_urgency': item.get('urgency') or 'normal',
            'x_fc_issue_category': item.get('issue_category') or False,
            'x_fc_is_quote_only': bool(quote_only),
            'internal_notes': self._wrap_internal_notes(item),
        }
        if product_id:
            vals['product_id'] = product_id
        if item.get('lot_id'):
            vals['lot_id'] = item['lot_id']
        if item.get('schedule_date'):
            vals['schedule_date'] = item['schedule_date']

        repair = Repair.create(vals)

        # Determine warranty AFTER creation (needs product on record).
        if not repair.x_fc_third_party_equipment:
            self._auto_link_original_sale_order(repair)
            if repair._fc_compute_warranty_status():
                repair.under_warranty = True

        # Persist intake answers.
        self._create_answers(repair, item.get('answers') or [])

        # Service catalogue auto-match.
        self._match_service_catalog(repair, item, quote_only=quote_only)

        # Check our own repair-warranty (30/90 day re-do free).
        self._check_repair_warranty(repair)

        # Optional AI brief generation - never blocks intake.
        self._generate_ai_summary(repair, item)

        # Attach photos.
        photo_ids = item.get('photo_attachment_ids') or []
        if photo_ids:
            attachments = self.env['ir.attachment'].sudo().browse(photo_ids).exists()
            attachments.write({
                'res_model': 'repair.order',
                'res_id': repair.id,
            })
            repair.write({'x_fc_photo_ids': [(6, 0, attachments.ids)]})

        # Activities.
        self._schedule_activities(repair)

        # Optional dispatch draft task (urgent / safety).
        # Skip if the catalogue match already auto-created one.
        # Skip entirely if intake is quote-only (C6).
        if (
            not quote_only
            and repair.x_fc_urgency in ('urgent', 'safety')
            and not repair.x_fc_technician_task_ids
        ):
            self._create_dispatch_task(repair)
        elif quote_only:
            repair.message_post(body=Markup(_(
                'Created in <b>Quote Only</b> mode - no technician dispatched.'
            )))

        # CL15: page the on-call manager for safety intakes after hours.
        if repair.x_fc_urgency == 'safety':
            try:
                self.env['fusion.repair.on.call.service'].sudo().page_on_call(repair)
            except Exception as e:
                _logger.warning('On-call page failed for %s: %s', repair.name, e)

        # Emails (client + office).
        self._send_intake_emails(repair)

        # Audit message in chatter.
        repair.message_post(
            body=Markup(_(
                'Service call submitted via <b>%(source)s</b> by %(user)s. '
                'Session reference: %(ref)s.'
            )) % {
                'source': dict(repair._fields['x_fc_intake_source'].selection).get(source) or '',
                'user': intake_user.name or '',
                'ref': session_ref or '',
            },
        )

        return repair

    @api.model
    def _wrap_internal_notes(self, item):
        notes = item.get('internal_notes') or ''
        summary = item.get('issue_summary') or ''
        if not (notes or summary):
            return False
        parts = []
        if summary:
            parts.append('<p><strong>Issue summary:</strong> %s</p>' % summary)
        if notes:
            parts.append('<p><strong>Notes:</strong> %s</p>' % notes)
        return ''.join(parts)

    # ------------------------------------------------------------------
    # SERVICE CATALOGUE MATCH
    # ------------------------------------------------------------------
    @api.model
    def _match_service_catalog(self, repair, item, quote_only=False):
        category = repair.x_fc_repair_category_id
        if not category:
            return
        text_hints = [
            (item.get('issue_summary') or ''),
            (item.get('issue_category') or ''),
            (item.get('internal_notes') or ''),
        ]
        catalog = self.env['fusion.repair.service.catalog'].sudo().find_best_match(
            category.id, text_hints,
        )
        if not catalog:
            return
        repair.write({
            'x_fc_service_catalog_id': catalog.id,
            'x_fc_estimated_duration': catalog.estimated_hours,
            'x_fc_estimated_cost': catalog.estimated_cost,
        })
        # Auto-create dispatch task if catalogue says so (in addition to urgency rule).
        # Quote-only intakes skip this too.
        if (
            catalog.auto_schedule
            and repair.x_fc_technician_task_count == 0
            and not quote_only
        ):
            self._create_dispatch_task(repair)

    # ------------------------------------------------------------------
    # REPAIR WARRANTY (our 30/90-day re-do free)
    # ------------------------------------------------------------------
    @api.model
    def _check_repair_warranty(self, repair):
        if not repair.partner_id:
            return
        warranty = self.env['fusion.repair.warranty.coverage'].sudo() \
            .find_active_for(repair.partner_id.id, repair.product_id.id or None,
                             repair.lot_id.id or None)
        if not warranty:
            return
        repair.message_post(
            body=Markup(_(
                'This repair MAY be covered by our active warranty <b>%(ref)s</b> '
                '(expires %(exp)s). Manager review recommended before invoicing.'
            )) % {
                'ref': warranty.name or '',
                'exp': warranty.expiry_date and str(warranty.expiry_date) or '',
            },
            message_type='comment',
        )

    # ------------------------------------------------------------------
    # AI SUMMARY (try/fallback per fusion-api-integration rule)
    # ------------------------------------------------------------------
    @api.model
    def _generate_ai_summary(self, repair, item):
        try:
            ApiService = self.env.get('fusion.api.service')
            if not ApiService:
                return
            issue = (item.get('issue_summary') or '').strip()
            if not issue:
                return
            category = repair.x_fc_repair_category_id.name or 'medical equipment'
            urgency = repair.x_fc_urgency or 'normal'
            messages = [
                {
                    'role': 'system',
                    'content': (
                        'You are an assistant for a medical equipment repair service. '
                        'Given an intake note, output ONE short paragraph (under 80 words) '
                        'briefing the technician about: likely cause, what to bring, and '
                        'any safety considerations. NEVER provide medical advice. NEVER '
                        'recommend stopping equipment use. NEVER claim a definitive cause. '
                        'Plain English, no jargon.'
                    ),
                },
                {
                    'role': 'user',
                    'content': (
                        f'Equipment category: {category}\n'
                        f'Urgency: {urgency}\n'
                        f'Issue: {issue}\n'
                        f'Notes: {(item.get("internal_notes") or "").strip()}'
                    ),
                },
            ]
            summary = ApiService.call_openai(
                consumer='fusion_repairs',
                feature='intake_triage',
                messages=messages,
                max_tokens=200,
            )
            if summary:
                repair.x_fc_ai_summary = summary.strip()
        except Exception as e:
            _logger.info('AI intake summary skipped: %s', e)

    # ------------------------------------------------------------------
    # ORIGINAL SO AUTO-LINK
    # ------------------------------------------------------------------
    @api.model
    def _auto_link_original_sale_order(self, repair):
        if not repair.partner_id or not repair.product_id:
            return
        SaleOrder = self.env['sale.order'].sudo()
        domain = [
            ('partner_id', '=', repair.partner_id.id),
            ('state', 'in', ('sale', 'done')),
            ('order_line.product_id', '=', repair.product_id.id),
        ]
        if repair.lot_id:
            domain.append(('order_line.lot_ids', 'in', repair.lot_id.id))
        candidate = SaleOrder.search(domain, order='date_order desc', limit=1)
        if candidate:
            repair.x_fc_original_sale_order_id = candidate

    # ------------------------------------------------------------------
    # ANSWERS
    # ------------------------------------------------------------------
    @api.model
    def _create_answers(self, repair, answers):
        if not answers:
            return
        Answer = self.env['fusion.repair.intake.answer']
        for ans in answers:
            qid = ans.get('question_id')
            if not qid:
                continue
            Answer.create({
                'repair_id': repair.id,
                'question_id': qid,
                'value_char': ans.get('value_char'),
                'value_text': ans.get('value_text'),
                'value_selection': ans.get('value_selection'),
                'value_boolean': bool(ans.get('value_boolean')),
                'value_integer': int(ans.get('value_integer') or 0),
                'value_date': ans.get('value_date') or False,
            })

    # ------------------------------------------------------------------
    # ACTIVITIES
    # ------------------------------------------------------------------
    @api.model
    def _schedule_activities(self, repair):
        """Create the 4 intake activities described in the spec."""
        try:
            cs_callback_type = self.env.ref('fusion_repairs.mail_activity_type_cs_callback')
            tech_dispatch_type = self.env.ref('fusion_repairs.mail_activity_type_tech_dispatch')
            manager_review_type = self.env.ref('fusion_repairs.mail_activity_type_manager_review')
        except ValueError:
            _logger.warning('Repair activity types missing - skipping')
            return

        # CS callback - always, intake user
        repair.activity_schedule(
            activity_type_id=cs_callback_type.id,
            summary=_('Call client back if any intake info was missing'),
            user_id=repair.x_fc_intake_user_id.id or self.env.uid,
        )

        # Tech dispatch - assigned to responsible user, urgency-adjusted deadline
        deadline_days = {'safety': 0, 'urgent': 1, 'normal': 2}.get(repair.x_fc_urgency, 2)
        repair.activity_schedule(
            activity_type_id=tech_dispatch_type.id,
            summary=_('Assign a technician (urgency: %s)', repair.x_fc_urgency),
            user_id=repair.user_id.id or self.env.uid,
            date_deadline=fields.Date.context_today(self) + timedelta(days=deadline_days),
        )

        # Manager review - only for third-party equipment
        if repair.x_fc_third_party_equipment:
            manager_group = self.env.ref(
                'fusion_repairs.group_fusion_repairs_manager',
                raise_if_not_found=False,
            )
            manager_user = self.env.user
            if manager_group:
                # res.groups has no .users field in Odoo 19;
                # query via res.users.all_group_ids (Odoo 19 renamed groups_id).
                candidate = self.env['res.users'].sudo().search(
                    [('all_group_ids', 'in', manager_group.ids), ('active', '=', True)],
                    limit=1,
                )
                if candidate:
                    manager_user = candidate
            repair.activity_schedule(
                activity_type_id=manager_review_type.id,
                summary=_('Third-party equipment - manager awareness'),
                user_id=manager_user.id,
            )

    # ------------------------------------------------------------------
    # DISPATCH TASK
    # ------------------------------------------------------------------
    @api.model
    def _create_dispatch_task(self, repair):
        """Create a draft fusion.technician.task for urgent / safety repairs.

        Phase 1 simple approach: no date/technician assigned, dispatcher confirms.
        """
        Task = self.env['fusion.technician.task'].sudo()
        try:
            vals = {
                'partner_id': repair.partner_id.id,
                'task_type': 'repair',
                'status': 'pending',
                'scheduled_date': fields.Date.context_today(self),
                'duration_hours': repair.x_fc_estimated_duration or 1.0,
                'x_fc_repair_order_id': repair.id,
                'description': repair.internal_notes or repair.name,
            }
            # technician_id is required AND constrained to x_fc_is_field_staff.
            # D2: prefer a tech whose x_fc_repair_skills covers this repair's
            # category. Falls back to ANY active field-staff user if no skilled
            # tech exists, then to the lowest-id field-staff user as a placeholder.
            tech_id = self._pick_dispatch_technician(repair)
            if not tech_id:
                _logger.warning(
                    'No field-staff user available - skipping auto-dispatch '
                    'task for repair %s (mark a user as Field Staff under '
                    'Settings > Users).',
                    repair.name,
                )
                return
            vals['technician_id'] = tech_id
            Task.create(vals)
        except Exception as e:
            _logger.warning('Failed to auto-create dispatch task for repair %s: %s',
                            repair.name, e)

    @api.model
    def _pick_dispatch_technician(self, repair):
        """D2: pick the best technician for the initial dispatch task.

        Preference order:
          1. The intake user IF they are field staff AND have the skill
          2. Any active field-staff user with x_fc_repair_skills covering
             the repair's product category
          3. Any active field-staff user (no skills filter)

        Returns the chosen user id, or False if none found.
        """
        Users = self.env['res.users'].sudo()
        category = repair.x_fc_repair_category_id

        # Try intake user first if they qualify.
        if repair.user_id and repair.user_id.x_fc_is_field_staff:
            if not category or category in repair.user_id.x_fc_repair_skills:
                return repair.user_id.id

        # Skills-filtered candidates.
        if category:
            skilled = Users.search([
                ('x_fc_is_field_staff', '=', True),
                ('active', '=', True),
                ('x_fc_repair_skills', 'in', [category.id]),
            ], order='id', limit=1)
            if skilled:
                return skilled.id

        # Any active field staff.
        fallback = Users.search([
            ('x_fc_is_field_staff', '=', True),
            ('active', '=', True),
        ], order='id', limit=1)
        return fallback.id if fallback else False

    # ------------------------------------------------------------------
    # EMAILS
    # ------------------------------------------------------------------
    @api.model
    def _send_intake_emails(self, repair):
        if not self._notifications_enabled():
            return
        # Client confirmation
        if repair.partner_id and repair.partner_id.email:
            try:
                self.env.ref('fusion_repairs.email_template_intake_received_client') \
                    .send_mail(repair.id, force_send=False)
            except Exception as e:
                _logger.warning('Failed to send client intake email for %s: %s',
                                repair.name, e)

        # Office notification
        office_emails = self._office_emails(repair.company_id)
        if office_emails:
            try:
                tpl = self.env.ref('fusion_repairs.email_template_intake_received_office')
                tpl.with_context(default_email_to=','.join(office_emails)) \
                    .send_mail(repair.id, force_send=False, email_values={
                        'email_to': ','.join(office_emails),
                    })
            except Exception as e:
                _logger.warning('Failed to send office intake email for %s: %s',
                                repair.name, e)

    @api.model
    def _notifications_enabled(self):
        ICP = self.env['ir.config_parameter'].sudo()
        return ICP.get_param('fusion_repairs.enable_email_notifications', 'True') == 'True'

    @api.model
    def _office_emails(self, company):
        # Reuse the office notification recipients defined by fusion_claims.
        company_sudo = company.sudo()
        recipients = getattr(company_sudo, 'x_fc_office_notification_ids', False)
        emails = [p.email for p in (recipients or []) if p.email]
        if not emails:
            _logger.info(
                'No office notification recipients configured on company %s - '
                'skipping office intake email.',
                company.name,
            )
        return emails