from rest_framework import serializers
from apps.tickets.models import (
    Ticket,
    TicketMessage,
    TicketCategory,
    TicketPriority,
    TicketStatus,
)


class TicketMessageSerializer(serializers.ModelSerializer):
    sender_name = serializers.CharField(source='sender.get_full_name', read_only=True)
    sender_id = serializers.IntegerField(source='sender.id', read_only=True)

    class Meta:
        model = TicketMessage
        fields = [
            'id', 'sender_id', 'sender_name',
            'is_official_response', 'department_label',
            'content', 'attachment', 'created_at',
        ]
        read_only_fields = ['id', 'sender_id', 'sender_name', 'is_official_response', 'created_at']


class TicketMessageCreateSerializer(serializers.ModelSerializer):
    class Meta:
        model = TicketMessage
        fields = ['content', 'attachment', 'department_label']


class TicketListSerializer(serializers.ModelSerializer):
    submitter_name = serializers.CharField(source='user.get_full_name', read_only=True)
    institution_name = serializers.CharField(source='institution.name', read_only=True)
    messages_count = serializers.IntegerField(source='messages.count', read_only=True)

    class Meta:
        model = Ticket
        fields = [
            'id', 'tracking_code', 'subject', 'category',
            'priority', 'status', 'submitter_name',
            'institution', 'institution_name', 'messages_count',
            'satisfaction_rating', 'created_at', 'updated_at', 'closed_at',
        ]


class TicketDetailSerializer(serializers.ModelSerializer):
    submitter_name = serializers.CharField(source='user.get_full_name', read_only=True)
    institution_name = serializers.CharField(source='institution.name', read_only=True)
    expert_name = serializers.CharField(source='assigned_expert.get_full_name', read_only=True)
    messages = TicketMessageSerializer(many=True, read_only=True)

    class Meta:
        model = Ticket
        fields = [
            'id', 'tracking_code', 'subject', 'category',
            'priority', 'status', 'submitter_name',
            'institution', 'institution_name', 'assigned_expert',
            'expert_name', 'satisfaction_rating', 'feedback_comment',
            'messages', 'created_at', 'updated_at', 'closed_at',
        ]


class TicketCreateSerializer(serializers.ModelSerializer):
    content = serializers.CharField(write_only=True, required=True, help_text="Initial message description")
    attachment = serializers.FileField(write_only=True, required=False, allow_null=True)

    class Meta:
        model = Ticket
        fields = [
            'id', 'tracking_code', 'subject', 'category',
            'priority', 'institution', 'content', 'attachment',
        ]
        read_only_fields = ['id', 'tracking_code']

    def create(self, validated_data):
        content = validated_data.pop('content')
        attachment = validated_data.pop('attachment', None)
        user = self.context['request'].user

        ticket = Ticket.objects.create(user=user, **validated_data)

        TicketMessage.objects.create(
            ticket=ticket,
            sender=user,
            content=content,
            attachment=attachment,
            is_official_response=False,
        )
        return ticket


class TicketRateSerializer(serializers.Serializer):
    rating = serializers.IntegerField(min_value=1, max_value=5, help_text="1 to 5 stars")
    feedback = serializers.CharField(required=False, allow_blank=True)