const db = require('../config/db');

const Ticket = {
    findAll: async (companyId) => {
        const [rows] = await db.query(`
            SELECT t.*, u.nombre as usuario_nombre, d.nombre as departamento_nombre,
                   a.nombre as asignado_nombre
            FROM tickets t
            LEFT JOIN users u ON t.user_id = u.id
            LEFT JOIN departments d ON t.department_id = d.id
            LEFT JOIN users a ON t.assigned_to = a.id
            WHERE t.company_id = ?
            ORDER BY t.created_at DESC
        `, [companyId]);
        return rows;
    },
    findByUser: async (companyId, userId) => {
        const [rows] = await db.query(`
            SELECT t.*, d.nombre as departamento_nombre, a.nombre as asignado_nombre
            FROM tickets t
            LEFT JOIN departments d ON t.department_id = d.id
            LEFT JOIN users a ON t.assigned_to = a.id
            WHERE t.company_id = ? AND t.user_id = ?
            ORDER BY t.created_at DESC
        `, [companyId, userId]);
        return rows;
    },
    findByAgent: async (companyId, agentId) => {
        const [rows] = await db.query(`
            SELECT t.*, u.nombre as usuario_nombre, d.nombre as departamento_nombre
            FROM tickets t
            LEFT JOIN users u ON t.user_id = u.id
            LEFT JOIN departments d ON t.department_id = d.id
            WHERE t.company_id = ? AND t.assigned_to = ?
            ORDER BY t.created_at DESC
        `, [companyId, agentId]);
        return rows;
    },
    findById: async (id) => {
        const [rows] = await db.query(`
            SELECT t.*, u.nombre as usuario_nombre, u.email as usuario_email,
                   d.nombre as departamento_nombre, a.nombre as asignado_nombre
            FROM tickets t
            LEFT JOIN users u ON t.user_id = u.id
            LEFT JOIN departments d ON t.department_id = d.id
            LEFT JOIN users a ON t.assigned_to = a.id
            WHERE t.id = ?
        `, [id]);
        return rows[0];
    },
    create: async (companyId, userId, departmentId, asunto, mensaje, prioridad = 'media', extra = {}) => {
        const {
            origen = 'web',
            origen_externo_id = null,
            app_origen = null,
            solicitante_nombre = null,
            solicitante_email = null,
            solicitante_telefono = null,
            tipo = 'consulta'
        } = extra;

        const [result] = await db.query(
            `INSERT INTO tickets 
                (company_id, user_id, department_id, asunto, mensaje, prioridad, origen, origen_externo_id, app_origen, solicitante_nombre, solicitante_email, solicitante_telefono, tipo) 
             VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)`,
            [companyId, userId, departmentId, asunto, mensaje, prioridad, origen, origen_externo_id, app_origen, solicitante_nombre, solicitante_email, solicitante_telefono, tipo]
        );
        return result.insertId;
    },
    findByOrigenExterno: async (companyId, origen, origenExternoId) => {
        if (!origenExternoId) return null;
        const [rows] = await db.query(
            'SELECT * FROM tickets WHERE company_id = ? AND origen = ? AND origen_externo_id = ?',
            [companyId, origen, String(origenExternoId)]
        );
        return rows[0] || null;
    },
    update: async (id, data) => {
        const fields = [];
        const values = [];
        for (const [key, value] of Object.entries(data)) {
            fields.push(`${key} = ?`);
            values.push(value);
        }
        if (fields.length === 0) return;
        values.push(id);
        await db.query(`UPDATE tickets SET ${fields.join(', ')} WHERE id = ?`, values);
    },
    getResponses: async (ticketId) => {
        const [rows] = await db.query(`
            SELECT r.*, u.nombre as usuario_nombre, u.rol as usuario_rol
            FROM ticket_respuestas r
            LEFT JOIN users u ON r.user_id = u.id
            WHERE r.ticket_id = ?
            ORDER BY r.created_at ASC
        `, [ticketId]);
        return rows;
    },
    addResponse: async (ticketId, userId, mensaje) => {
        const [result] = await db.query(
            'INSERT INTO ticket_respuestas (ticket_id, user_id, mensaje) VALUES (?, ?, ?)',
            [ticketId, userId, mensaje]
        );
        return result.insertId;
    },
    countByStatus: async (companyId) => {
        const [rows] = await db.query(
            'SELECT status, COUNT(*) as total FROM tickets WHERE company_id = ? GROUP BY status',
            [companyId]
        );
        return rows;
    }
};

module.exports = Ticket;