import uuid
from datetime import datetime, timezone
from sqlalchemy import Column, String, Text, DateTime, Boolean, ForeignKey
from sqlalchemy.dialects.postgresql import UUID
from sqlalchemy.orm import relationship
from database.postgres import Base


def _now():
    return datetime.now(timezone.utc)


class SupportTicket(Base):
    __tablename__ = "support_tickets"

    id              = Column(UUID(as_uuid=True), primary_key=True, default=uuid.uuid4)
    customer_id     = Column(String(128), nullable=False)    # Firestore ID (moves to UUID when customers migrate)
    customer_name   = Column(String(255), nullable=True)     # denormalized snapshot
    device_id       = Column(String(128), nullable=True)     # Firestore ID
    device_serial   = Column(String(64), nullable=True)      # denormalized snapshot
    subject         = Column(String(500), nullable=False)
    status          = Column(String(30), nullable=False, default="open")
    # open | waiting_on_customer | waiting_on_staff | resolved | closed
    priority        = Column(String(10), nullable=True)      # low | medium | high | urgent
    opened_via      = Column(String(20), nullable=True)      # app | email | phone | staff
    linked_entry_id = Column(UUID(as_uuid=True), ForeignKey("crm_entries.id", ondelete="SET NULL"), nullable=True)
    created_at      = Column(DateTime(timezone=True), nullable=False, default=_now)
    updated_at      = Column(DateTime(timezone=True), nullable=False, default=_now, onupdate=_now)

    messages = relationship("TicketMessage", back_populates="ticket",
                            cascade="all, delete-orphan", order_by="TicketMessage.created_at", lazy="noload")


class TicketMessage(Base):
    __tablename__ = "ticket_messages"

    id          = Column(UUID(as_uuid=True), primary_key=True, default=uuid.uuid4)
    ticket_id   = Column(UUID(as_uuid=True), ForeignKey("support_tickets.id", ondelete="CASCADE"), nullable=False)
    sender_type = Column(String(10), nullable=False)    # 'staff' | 'customer'
    sender_id   = Column(String(128), nullable=False)
    sender_name = Column(String(255), nullable=True)
    body        = Column(Text, nullable=False)
    is_internal = Column(Boolean, nullable=False, default=False)
    created_at  = Column(DateTime(timezone=True), nullable=False, default=_now)

    ticket = relationship("SupportTicket", back_populates="messages")