# ticket_detail_popup.dspy - 工单详情弹窗：正文与操作同屏（复核类弹窗规范）
# 页面入口与平台待办共用。入参: id=<ticket_id>
# 视角自适应：客户→确认解决/追问/取消；运维池→认领；受理人→回复客户/转派

import json as _json

user_id = await get_user()
if not user_id:
    return {"widgettype": "Message", "options": {"title": "未登录", "message": "请先登录后查看待办"}}

ticket_id = ((params_kw or {}).get('id') or '').strip()
PW_ID = 'ticket_todo_detail_pw' if ((params_kw or {}).get('from_todo') or '') == '1' else 'ticket_detail_pw'
if not ticket_id:
    return {"widgettype": "Message", "options": {"title": "打开失败", "message": "缺少工单 id"}}

org_id = await get_userorgid()
ok, t = await ticket_detail(ticket_id, user_id, org_id)
if not ok:
    code, msg = t
    return {"widgettype": "Message", "options": {"title": "打开失败", "message": msg}}

STATUS_LABEL = {
    'new': '已提交', 'agent_processing': '智能助手处理中', 'agent_replied': '智能助手已回复',
    'human_pending': '待人工认领', 'human_processing': '人工处理中',
    'staff_replied': '人工已回复', 'closed': '已关闭', 'cancelled': '已取消',
}
STATUS_COLOR = {
    'new': '#64748b', 'agent_processing': '#2563eb', 'agent_replied': '#10b981',
    'human_pending': '#f0a040', 'human_processing': '#f0a040',
    'staff_replied': '#10b981', 'closed': '#94a3b8', 'cancelled': '#94a3b8',
}
SENDER_LABEL = {'customer': '客户', 'agent': '智能助手', 'staff': '人工客服'}

status = str(t.get('status', ''))
view = str(t.get('view', 'customer'))

# ── 正文 markdown：工单信息 + 往来消息流 ──
md_parts = []
md_parts.append('## 工单 ' + str(t.get('ticket_no', '')))
md_parts.append('')
md_parts.append('**标题**：' + str(t.get('title', '')))
md_parts.append('**状态**：' + STATUS_LABEL.get(status, status)
                + ' ｜ **分类**：' + str(t.get('category', ''))
                + ' ｜ **优先级**：' + str(t.get('priority', '')))
if view == 'staff':
    md_parts.append('**客户机构**：' + str(t.get('customer_org_id', ''))
                    + ' ｜ **受理角色**：' + (str(t.get('assignee_role', '')) or '-')
                    + ' ｜ **受理人**：' + (str(t.get('assignee_id', '')) or '-'))
md_parts.append('')
md_parts.append('---')
md_parts.append('### 往来记录')
for m in (t.get('messages') or []):
    who = SENDER_LABEL.get(str(m.get('sender_type', '')), str(m.get('sender_type', '')))
    vis = str(m.get('visibility', ''))
    tag = '（内部备注）' if vis == 'internal' else ''
    md_parts.append('')
    md_parts.append('**' + who + tag + '** · ' + str(m.get('created_at', ''))[:19])
    md_parts.append('')
    md_parts.append(str(m.get('content', '')))
if view == 'staff' and (t.get('transfers') or []):
    md_parts.append('')
    md_parts.append('---')
    md_parts.append('### 流转记录（内部）')
    ACTION_LABEL = {'escalate_to_human': '转人工', 'claim': '认领',
                    'transfer_role': '转角色', 'transfer_user': '转人员'}
    for tr in (t.get('transfers') or []):
        act = ACTION_LABEL.get(str(tr.get('action', '')), str(tr.get('action', '')))
        line = '- ' + str(tr.get('created_at', ''))[:19] + ' ' + act
        if tr.get('to_role'):
            line += ' → 角色 ' + str(tr.get('to_role'))
        if tr.get('to_user'):
            line += ' → 人员 ' + str(tr.get('to_user'))
        if tr.get('reason'):
            line += '（' + str(tr.get('reason'))[:80] + '）'
        md_parts.append(line)
body_md = '\n'.join(md_parts)

# ── 操作按钮 ──
base = entire_url('/ticket/api')
confirm_url = base + '/ticket_confirm.dspy'
followup_url = base + '/ticket_followup.dspy'
cancel_url = base + '/ticket_cancel.dspy'
claim_url = base + '/ticket_claim.dspy'
reply_url = base + '/ticket_staff_reply.dspy'
transfer_url = base + '/ticket_transfer.dspy'
candidates_url = base + '/transfer_candidates.dspy'

_tail = ("if(d.success){"
         "var pw=bricks.getWidgetById('" + PW_ID + "',bricks.app);if(pw){pw.destroy();}"
         "var lw=bricks.getWidgetById('my_todos_pw',bricks.app);if(lw){lw.destroy();}"
         "if(window.refreshTodo){window.refreshTodo();}"
         "var mo=new bricks.Message({title:'已处理',message:d.message||'处理成功'});mo.open();"
         "}else{var mf=new bricks.Message({title:'处理失败',message:d.error||'处理失败'});mf.open();}")


def _read_input_js(wid):
    return ("var cw=bricks.getWidgetById(" + _json.dumps(wid) + ",bricks.app);var cv='';"
            "if(cw){cv=(typeof cw.resultValue==='function')?cw.resultValue():"
            "((cw.dom_element&&cw.dom_element.value)||'');}"
            "cv=(cv===null||cv===undefined)?'':String(cv).trim();")


def _post_js(url, body_expr):
    return ("var r=await fetch(" + _json.dumps(url) + ",{method:'POST',"
            "headers:{'Content-Type':'application/json'},body:JSON.stringify(" + body_expr + ")});"
            "var d=await r.json();" + _tail)


buttons = []
input_widgets = []

if view == 'customer':
    if status in ('agent_replied', 'staff_replied'):
        buttons.append({
            "widgettype": "Button",
            "options": {"label": "✔ 确认解决并关闭", "css": "primary"},
            "binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self",
                       "script": _post_js(confirm_url, {"ticket_id": ticket_id})}]})
        input_widgets.append({
            "widgettype": "UiText", "id": "tk_followup_input",
            "options": {"name": "tk_followup_input", "placeholder": "问题没解决？在此输入追问内容…",
                        "width": "100%", "height": "70px"}})
        buttons.append({
            "widgettype": "Button",
            "options": {"label": "追问", "css": "small"},
            "binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self",
                       "script": (_read_input_js('tk_followup_input')
                                  + "if(!cv){new bricks.Message({title:'请填写追问内容',message:'追问内容不能为空'}).open();return;}"
                                  + _post_js(followup_url, {"ticket_id": ticket_id, "content": "cv_placeholder"}))}]})
        buttons.append({
            "widgettype": "Button",
            "options": {"label": "取消工单", "css": "small danger"},
            "binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self",
                       "script": _post_js(cancel_url, {"ticket_id": ticket_id})}]})
    elif status in ('new', 'agent_processing'):
        buttons.append({
            "widgettype": "Button",
            "options": {"label": "取消工单", "css": "small danger"},
            "binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self",
                       "script": _post_js(cancel_url, {"ticket_id": ticket_id})}]})
else:
    # staff 视角
    if status == 'human_pending':
        buttons.append({
            "widgettype": "Button",
            "options": {"label": "认领工单", "css": "primary"},
            "binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self",
                       "script": _post_js(claim_url, {"ticket_id": ticket_id})}]})
    elif status == 'human_processing':
        input_widgets.append({
            "widgettype": "UiText", "id": "tk_reply_input",
            "options": {"name": "tk_reply_input", "placeholder": "输入给客户的回复（markdown）…",
                        "width": "100%", "height": "90px"}})
        buttons.append({
            "widgettype": "Button",
            "options": {"label": "回复客户", "css": "primary"},
            "binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self",
                       "script": (_read_input_js('tk_reply_input')
                                  + "if(!cv){new bricks.Message({title:'请填写回复',message:'回复内容不能为空'}).open();return;}"
                                  + _post_js(reply_url, {"ticket_id": ticket_id, "content": "cv_placeholder"}))}]})
        buttons.append({
            "widgettype": "Button",
            "options": {"label": "记内部备注", "css": "small"},
            "binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self",
                       "script": (_read_input_js('tk_reply_input')
                                  + "if(!cv){new bricks.Message({title:'请填写备注',message:'备注不能为空'}).open();return;}"
                                  + _post_js(reply_url, {"ticket_id": ticket_id, "content": "cv_placeholder", "internal": "1"}))}]})
        buttons.append({
            "widgettype": "Button",
            "options": {"label": "转派…", "css": "small"},
            "binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self",
                       "script": ("var r=await fetch(" + _json.dumps(candidates_url) + ");var d=await r.json();"
                                  "if(!d.success){new bricks.Message({title:'加载失败',message:d.error||''}).open();return;}"
                                  "var ropts=(d.data.roles||[]).map(function(x){return {value:x.value,text:'角色:'+x.text};});"
                                  "var uopts=(d.data.users||[]).map(function(x){return {value:'u:'+x.value,text:'人员:'+x.text};});"
                                  "var pw2=bricks.getWidgetById('ticket_transfer_pw',bricks.app);if(pw2){pw2.destroy();}"
                                  "var desc={widgettype:'PopupWindow',id:'ticket_transfer_pw',options:{title:'转派工单',width:'34%',height:'46%',auto_open:true,archor:'cc',movable:true},"
                                  "subwidgets:[{widgettype:'VBox',options:{padding:'14px',gap:'10px'},subwidgets:["
                                  "{widgettype:'UiCode',id:'tk_tr_target',options:{name:'tk_tr_target',placeholder:'选择转派目标',data:ropts.concat(uopts),valueField:'value',textField:'text',width:'100%'}},"
                                  "{widgettype:'UiText',id:'tk_tr_reason',options:{name:'tk_tr_reason',placeholder:'转派原因（必填）',width:'100%',height:'60px'}},"
                                  "{widgettype:'Button',options:{label:'确认转派',css:'primary'},binds:[{wid:'self',event:'click',actiontype:'script',target:'self',script:"
                                  + _json.dumps(
                                      "var tw=bricks.getWidgetById('tk_tr_target',bricks.app);var tv=tw?(typeof tw.resultValue==='function'?tw.resultValue():''):'';tv=String(tv||'').trim();"
                                      "var rw=bricks.getWidgetById('tk_tr_reason',bricks.app);var rv=rw?(typeof rw.resultValue==='function'?rw.resultValue():((rw.dom_element&&rw.dom_element.value)||'')):'';rv=String(rv||'').trim();"
                                      "if(!tv){new bricks.Message({title:'请选择目标',message:'选择转派角色或人员'}).open();return;}"
                                      "if(!rv){new bricks.Message({title:'请填写原因',message:'转派原因必填'}).open();return;}"
                                      "var body={ticket_id:" + _json.dumps(ticket_id) + ",reason:rv};"
                                      "if(tv.indexOf('u:')===0){body.to_user=tv.substring(2);}else{body.to_role=tv;}"
                                      "var r2=await fetch(" + _json.dumps(transfer_url) + ",{method:'POST',headers:{'Content-Type':'application/json'},body:JSON.stringify(body)});"
                                      "var d2=await r2.json();"
                                      "if(d2.success){var p2=bricks.getWidgetById('ticket_transfer_pw',bricks.app);if(p2){p2.destroy();}"
                                      "var pw=bricks.getWidgetById('" + PW_ID + "',bricks.app);if(pw){pw.destroy();}"
                                      "var lw=bricks.getWidgetById('my_todos_pw',bricks.app);if(lw){lw.destroy();}"
                                      "if(window.refreshTodo){window.refreshTodo();}"
                                      "new bricks.Message({title:'已转派',message:d2.message||'转派成功'}).open();}"
                                      "else{new bricks.Message({title:'转派失败',message:d2.error||''}).open();}")
                                  + "}]}]}}]};"
                                  "bricks.widgetBuild(desc,bricks.app);")}]})

# 追问/回复输入框 content 占位符替换为 JS 变量 cv
for b in buttons:
    for bind in (b.get('binds') or []):
        if 'cv_placeholder' in str(bind.get('script', '')):
            bind['script'] = bind['script'].replace('"cv_placeholder"', 'cv')

sub = [{
    "widgettype": "HBox",
    "options": {"width": "100%", "gap": "8px", "alignItems": "center"},
    "subwidgets": [
        {"widgettype": "Text",
         "options": {"text": STATUS_LABEL.get(status, status), "cfontsize": 0.75,
                     "color": "#ffffff", "padding": "2px 10px",
                     "bgcolor": STATUS_COLOR.get(status, '#64748b'),
                     "borderRadius": "10px", "whiteSpace": "nowrap"}},
        {"widgettype": "Text",
         "options": {"text": str(t.get('title', '')), "cfontsize": 1.1, "halign": "left"}}
    ]
}, {
    "widgettype": "VBox",
    "options": {"width": "100%", "flex": "1 1 auto", "minHeight": "200px",
                "border": "1px solid #e2e8f0", "borderRadius": "8px", "overflow": "hidden"},
    "subwidgets": [{
        "widgettype": "VScrollPanel",
        "options": {"css": "filler", "width": "100%", "padding": "6px 12px"},
        "subwidgets": [{"widgettype": "MdWidget",
                        "options": {"mdtext": body_md, "width": "100%"}}]}]
}]
sub.extend(input_widgets)
if buttons:
    sub.append({
        "widgettype": "HBox",
        "options": {"width": "100%", "gap": "8px", "justifyContent": "flex-end"},
        "subwidgets": buttons})

return {
    "widgettype": "PopupWindow",
    "id": PW_ID,
    "options": {"title": "工单详情", "width": "72%", "height": "82%",
                "auto_open": True, "resizable": True},
    "subwidgets": [{
        "widgettype": "VBox",
        "options": {"css": "filler", "width": "100%", "height": "100%",
                    "padding": "12px 16px", "gap": "10px"},
        "subwidgets": sub}]
}