<?php

namespace App\Services\Qms\Industry;

use App\Models\Branch;
use App\Models\Counter;
use App\Models\CustomerFeedback;
use App\Models\Department;
use App\Models\Device;
use App\Models\DisplayScreen;
use App\Models\Organization;
use App\Models\QueueAppointment;
use App\Models\QueueRule;
use App\Models\ServiceQueue;
use App\Models\ServiceSession;
use App\Models\Ticket;
use App\Models\TicketEvent;
use App\Models\TicketTransfer;
use App\Models\VoiceAnnouncement;
use App\Models\Workflow;
use App\Models\WorkflowStep;
use App\Services\Qms\AuditLogger;
use App\Services\Qms\PlanService;
use Illuminate\Support\Facades\DB;

/**
 * Materializes an industry package onto Queue Core entities.
 *
 * Stage → ServiceQueue, Service Point → Counter, Worker remains Member/staff_ref.
 * Idempotent via settings.external_key / departments.external_key.
 */
class IndustryPackageInstaller
{
    public function __construct(
        protected IndustryPackageRegistry $registry,
        protected PlanService $plans,
    ) {}

    /**
     * @param  array{skip_stages?: bool, include_optional?: bool, actor_ref?: string|null, replace?: bool}  $options
     * @return array{
     *   package: string,
     *   departments: int,
     *   stages: int,
     *   service_points: int,
     *   workflow_id: int|null,
     *   skipped_stages: list<string>,
     *   skipped_reason: string|null,
     *   replaced: bool
     * }
     */
    public function install(Organization $organization, Branch $branch, ?string $packageKey = null, array $options = []): array
    {
        $key = $this->registry->resolveKey($packageKey ?? data_get($organization->settings, 'industry'));
        $package = $this->registry->get($key);
        if (! $package) {
            $package = $this->registry->get('custom');
            $key = 'custom';
        }

        $skipStages = (bool) ($options['skip_stages'] ?? false);
        $includeOptional = (bool) ($options['include_optional'] ?? true);
        $replace = (bool) ($options['replace'] ?? false);
        $actor = $options['actor_ref'] ?? $organization->owner_ref;

        $result = [
            'package' => $key,
            'departments' => 0,
            'stages' => 0,
            'service_points' => 0,
            'workflow_id' => null,
            'skipped_stages' => [],
            'skipped_reason' => $skipStages ? 'stages_managed_by_integration' : null,
            'replaced' => false,
        ];

        return DB::transaction(function () use ($organization, $branch, $package, $key, $skipStages, $includeOptional, $replace, $actor, &$result) {
            // Replacing a package wipes queues/tickets/points so the new template is clean.
            if ($replace && ! $skipStages) {
                $this->clearOperationalData($organization);
                $result['replaced'] = true;
                $organization->refresh();
            }

            $this->applyPackageSettings($organization, $package);

            $departmentsByCode = [];
            foreach ($package->departments() as $deptDef) {
                $department = $this->upsertDepartment($organization, $branch, $key, $deptDef);
                $departmentsByCode[$deptDef['code']] = $department;
                $result['departments']++;
            }

            $queuesByCode = [];
            if (! $skipStages) {
                $maxQueues = $this->plans->maxQueues($organization);
                $existingCount = ServiceQueue::query()
                    ->where('organization_id', $organization->id)
                    ->whereNull('deleted_at')
                    ->count();

                foreach ($package->stages() as $stageDef) {
                    if (! $includeOptional && ($stageDef['optional'] ?? false)) {
                        $result['skipped_stages'][] = $stageDef['code'];
                        continue;
                    }

                    $already = ServiceQueue::query()
                        ->where('organization_id', $organization->id)
                        ->where('branch_id', $branch->id)
                        ->where('settings->external_key', $this->stageExternalKey($key, $stageDef['code'], $branch->id))
                        ->exists();

                    if (! $already && $maxQueues !== null && $existingCount >= $maxQueues) {
                        $result['skipped_stages'][] = $stageDef['code'];
                        $result['skipped_reason'] = 'plan_queue_limit';
                        continue;
                    }

                    $department = $departmentsByCode[$stageDef['department']] ?? null;
                    $queue = $this->upsertStage($organization, $branch, $department, $key, $stageDef);
                    if (! $already) {
                        $existingCount++;
                    }
                    $queuesByCode[$stageDef['code']] = $queue;
                    $result['stages']++;

                    foreach ($stageDef['service_points'] ?? [] as $index => $pointDef) {
                        $this->upsertServicePoint($organization, $branch, $department, $queue, $key, $stageDef['code'], $pointDef, $index);
                        $result['service_points']++;
                    }
                }

                $workflow = $this->upsertWorkflow($organization, $branch, $package, $key, $queuesByCode);
                $result['workflow_id'] = $workflow?->id;
            }

            $settings = $organization->settings ?? [];
            $settings['industry'] = $key;
            unset($settings['industry_package_needs_reinstall']);
            $settings['industry_package'] = [
                'key' => $key,
                'version' => (int) config('industry_packages.version', 1),
                'installed_at' => now()->toIso8601String(),
                'branch_id' => $branch->id,
                'stages_installed' => array_keys($queuesByCode),
                'skipped_stages' => $result['skipped_stages'],
                'skipped_reason' => $result['skipped_reason'],
                'ticket_entity' => $package->ticketEntity(),
                'terminology' => $package->terminology(),
                'priorities' => $package->priorities(),
                'announcement' => $package->announcement(),
                'display_layout' => $package->displayLayout(),
                'kpis' => $package->kpis(),
            ];
            $organization->update(['settings' => $settings]);

            AuditLogger::record(
                $organization->owner_ref,
                'organization.updated',
                $organization->id,
                $actor,
                Organization::class,
                $organization->id,
                ['industry_package' => $key, 'install' => $result],
            );

            return $result;
        });
    }

    /**
     * Whether the selected industry differs from the installed package template.
     */
    public static function needsReinstall(Organization $organization): bool
    {
        if ((bool) data_get($organization->settings, 'industry_package_needs_reinstall')) {
            return true;
        }

        $selected = data_get($organization->settings, 'industry');
        $installed = data_get($organization->settings, 'industry_package.key');

        return is_string($selected)
            && $selected !== ''
            && is_string($installed)
            && $installed !== ''
            && $selected !== $installed;
    }

    /**
     * Wipe queues, service points, tickets, workflows, and related operational data.
     * Keeps organization, branches, and members.
     */
    public function clearOperationalData(Organization $organization): void
    {
        $orgId = (int) $organization->id;
        $ownerRef = (string) $organization->owner_ref;

        $ticketIds = Ticket::withTrashed()->where('organization_id', $orgId)->pluck('id');
        $queueIds = ServiceQueue::withTrashed()->where('organization_id', $orgId)->pluck('id');
        $counterIds = Counter::withTrashed()->where('organization_id', $orgId)->pluck('id');
        $workflowIds = Workflow::withTrashed()->where('organization_id', $orgId)->pluck('id');

        CustomerFeedback::query()->where('organization_id', $orgId)->delete();
        VoiceAnnouncement::query()->where('organization_id', $orgId)->delete();
        ServiceSession::query()->where('owner_ref', $ownerRef)->delete();
        TicketTransfer::query()->where('owner_ref', $ownerRef)->delete();
        TicketEvent::query()->where('owner_ref', $ownerRef)->delete();
        QueueAppointment::withTrashed()->where('organization_id', $orgId)->forceDelete();

        if ($ticketIds->isNotEmpty()) {
            Ticket::withTrashed()->whereIn('id', $ticketIds)->forceDelete();
        }

        QueueRule::query()->where('owner_ref', $ownerRef)->delete();

        if ($workflowIds->isNotEmpty()) {
            WorkflowStep::query()->whereIn('workflow_id', $workflowIds)->delete();
            Workflow::withTrashed()->whereIn('id', $workflowIds)->forceDelete();
        }

        DisplayScreen::withTrashed()->where('organization_id', $orgId)->forceDelete();
        Device::withTrashed()->where('organization_id', $orgId)->forceDelete();

        DB::table('queue_staff_sessions')->where('owner_ref', $ownerRef)->delete();
        DB::table('queue_counter_assignments')->where('owner_ref', $ownerRef)->delete();

        if ($counterIds->isNotEmpty()) {
            DB::table('queue_counter_service_queue')->whereIn('counter_id', $counterIds)->delete();
            Counter::withTrashed()->whereIn('id', $counterIds)->forceDelete();
        }

        if ($queueIds->isNotEmpty()) {
            ServiceQueue::withTrashed()->whereIn('id', $queueIds)->forceDelete();
        }

        Department::withTrashed()
            ->where('owner_ref', $ownerRef)
            ->whereIn('branch_id', Branch::query()->where('organization_id', $orgId)->pluck('id'))
            ->forceDelete();
    }

    protected function applyPackageSettings(Organization $organization, IndustryPackage $package): void
    {
        // Persisted fully after install; noop placeholder for future hooks.
        unset($organization, $package);
    }

    /**
     * @param  array{code: string, name: string, type?: string}  $deptDef
     */
    protected function upsertDepartment(Organization $organization, Branch $branch, string $packageKey, array $deptDef): Department
    {
        $externalKey = $this->departmentExternalKey($packageKey, $deptDef['code'], $branch->id);

        $department = Department::query()
            ->where('branch_id', $branch->id)
            ->where('external_key', $externalKey)
            ->first();

        if (! $department) {
            $department = Department::query()
                ->where('branch_id', $branch->id)
                ->where('name', $deptDef['name'])
                ->whereNull('external_key')
                ->first();
        }

        if ($department) {
            $department->update([
                'name' => $deptDef['name'],
                'type' => $deptDef['type'] ?? 'general',
                'external_key' => $externalKey,
                'is_active' => true,
            ]);

            return $department->fresh();
        }

        return Department::create([
            'owner_ref' => $organization->owner_ref,
            'branch_id' => $branch->id,
            'name' => $deptDef['name'],
            'type' => $deptDef['type'] ?? 'general',
            'external_key' => $externalKey,
            'is_active' => true,
        ]);
    }

    /**
     * @param  array<string, mixed>  $stageDef
     */
    protected function upsertStage(
        Organization $organization,
        Branch $branch,
        ?Department $department,
        string $packageKey,
        array $stageDef,
    ): ServiceQueue {
        $externalKey = $this->stageExternalKey($packageKey, $stageDef['code'], $branch->id);

        $queue = ServiceQueue::query()
            ->where('organization_id', $organization->id)
            ->where('branch_id', $branch->id)
            ->where('settings->external_key', $externalKey)
            ->first();

        $settings = [
            'external_key' => $externalKey,
            'routing_mode' => $stageDef['routing_mode'] ?? 'shared_pool',
            'routing_strategy' => $stageDef['routing_strategy'] ?? 'round_robin',
            'industry_package' => $packageKey,
            'stage_code' => $stageDef['code'],
            'optional' => (bool) ($stageDef['optional'] ?? false),
        ];

        if ($queue) {
            $queue->update([
                'department_id' => $department?->id,
                'name' => $stageDef['name'],
                'prefix' => $stageDef['prefix'],
                'strategy' => $stageDef['strategy'] ?? 'fifo',
                'settings' => array_merge($queue->settings ?? [], $settings),
                'is_active' => true,
            ]);

            return $queue->fresh();
        }

        return ServiceQueue::create([
            'owner_ref' => $organization->owner_ref,
            'organization_id' => $organization->id,
            'branch_id' => $branch->id,
            'department_id' => $department?->id,
            'name' => $stageDef['name'],
            'prefix' => $stageDef['prefix'],
            'strategy' => $stageDef['strategy'] ?? 'fifo',
            'settings' => $settings,
            'is_active' => true,
            'is_paused' => false,
            'ticket_sequence' => 0,
        ]);
    }

    /**
     * @param  array{name: string, destination?: string, code?: string}  $pointDef
     */
    protected function upsertServicePoint(
        Organization $organization,
        Branch $branch,
        ?Department $department,
        ServiceQueue $queue,
        string $packageKey,
        string $stageCode,
        array $pointDef,
        int $index,
    ): Counter {
        $code = $pointDef['code'] ?? strtoupper(substr($stageCode, 0, 2)).($index + 1);
        $externalKey = $this->pointExternalKey($packageKey, $stageCode, $code, $branch->id);

        $counter = Counter::query()
            ->where('organization_id', $organization->id)
            ->where('branch_id', $branch->id)
            ->where('settings->external_key', $externalKey)
            ->first();

        $attributes = [
            'department_id' => $department?->id,
            'name' => $pointDef['name'],
            'code' => $code,
            'destination' => $pointDef['destination'] ?? $pointDef['name'],
            'status' => 'available',
            'settings' => [
                'external_key' => $externalKey,
                'industry_package' => $packageKey,
                'stage_code' => $stageCode,
            ],
            'is_active' => true,
        ];

        if ($counter) {
            $counter->update(array_merge($attributes, [
                'settings' => array_merge($counter->settings ?? [], $attributes['settings']),
            ]));
            $counter = $counter->fresh();
        } else {
            $counter = Counter::create(array_merge($attributes, [
                'owner_ref' => $organization->owner_ref,
                'organization_id' => $organization->id,
                'branch_id' => $branch->id,
            ]));
        }

        if (! $queue->counters()->where('queue_counters.id', $counter->id)->exists()) {
            $queue->counters()->attach($counter->id, ['priority' => $index]);
        }

        return $counter;
    }

    /**
     * @param  array<string, ServiceQueue>  $queuesByCode
     */
    protected function upsertWorkflow(
        Organization $organization,
        Branch $branch,
        IndustryPackage $package,
        string $packageKey,
        array $queuesByCode,
    ): ?Workflow {
        if ($queuesByCode === []) {
            return null;
        }

        $meta = $package->workflowMeta();
        $externalKey = "industry:{$packageKey}:workflow:{$branch->id}";

        $workflow = Workflow::query()
            ->where('organization_id', $organization->id)
            ->where('branch_id', $branch->id)
            ->where('settings->external_key', $externalKey)
            ->first();

        if (! $workflow) {
            $workflow = Workflow::create([
                'owner_ref' => $organization->owner_ref,
                'organization_id' => $organization->id,
                'branch_id' => $branch->id,
                'name' => $meta['name'] ?? $package->label().' workflow',
                'description' => $meta['description'] ?? null,
                'industry_template' => $packageKey,
                'is_active' => true,
                'settings' => ['external_key' => $externalKey],
            ]);
        } else {
            $workflow->update([
                'name' => $meta['name'] ?? $workflow->name,
                'description' => $meta['description'] ?? $workflow->description,
                'industry_template' => $packageKey,
                'is_active' => true,
                'settings' => array_merge($workflow->settings ?? [], ['external_key' => $externalKey]),
            ]);
        }

        $sort = 1;
        foreach ($package->stages() as $stageDef) {
            $queue = $queuesByCode[$stageDef['code']] ?? null;
            if (! $queue) {
                continue;
            }

            $step = WorkflowStep::query()
                ->where('workflow_id', $workflow->id)
                ->where('service_queue_id', $queue->id)
                ->first();

            if ($step) {
                $step->update([
                    'name' => $stageDef['name'],
                    'sort_order' => $sort,
                    'settings' => ['stage_code' => $stageDef['code']],
                ]);
            } else {
                WorkflowStep::create([
                    'workflow_id' => $workflow->id,
                    'service_queue_id' => $queue->id,
                    'name' => $stageDef['name'],
                    'sort_order' => $sort,
                    'settings' => ['stage_code' => $stageDef['code']],
                ]);
            }
            $sort++;
        }

        return $workflow->fresh(['steps']);
    }

    public function departmentExternalKey(string $packageKey, string $code, int $branchId): string
    {
        return "industry:{$packageKey}:dept:{$code}:{$branchId}";
    }

    public function stageExternalKey(string $packageKey, string $code, int $branchId): string
    {
        return "industry:{$packageKey}:stage:{$code}:{$branchId}";
    }

    public function pointExternalKey(string $packageKey, string $stageCode, string $pointCode, int $branchId): string
    {
        return "industry:{$packageKey}:point:{$stageCode}:{$pointCode}:{$branchId}";
    }
}