package model

import "time"

type LinkedItem struct {
	ItemType string `json:"item_type"`
	ID       int64  `json:"id"`
	Name     string `json:"name,omitempty"`
}

type Ticket struct {
	ID           int64        `json:"id"`
	Name         string       `json:"name"`
	Content      string       `json:"content"`
	DateMod      string       `json:"date_mod"`
	StatusID     int64        `json:"status_id"`
	CategoryID   int64        `json:"category_id"`
	RequesterIDs []int64      `json:"requester_ids,omitempty"`
	Items        []LinkedItem `json:"items,omitempty"`
}

type Followup struct {
	ID        int64  `json:"id"`
	Content   string `json:"content"`
	IsPrivate bool   `json:"is_private"`
	UserID    int64  `json:"user_id"`
	Date      string `json:"date"`
}

type Category struct {
	ID           int64  `json:"id"`
	Name         string `json:"name"`
	CompleteName string `json:"completename"`
	// KnowbaseCategoryID is the GLPI knowledge-base category associated with
	// this ITIL category, when the installed GLPI exposes that relation.
	KnowbaseCategoryID int64    `json:"knowbase_category_id,omitempty"`
	Hints              []string `json:"hints,omitempty"`
	Examples           []string `json:"confirmed_examples,omitempty"`
}

type LearningExample struct {
	ID                      string    `json:"id"`
	RunID                   string    `json:"run_id,omitempty"`
	TicketID                int64     `json:"ticket_id,omitempty"`
	Subject                 string    `json:"subject"`
	Text                    string    `json:"text"`
	CategoryID              int64     `json:"category_id"`
	CategoryName            string    `json:"category_name"`
	AIRecommendedCategoryID int64     `json:"ai_recommended_category_id,omitempty"`
	AIConfidence            float64   `json:"ai_confidence,omitempty"`
	Correction              bool      `json:"correction"`
	CreatedAt               time.Time `json:"created_at"`
	Source                  string    `json:"source"`
}

type KnowledgeDoc struct {
	ID     string `json:"id"`
	Title  string `json:"title"`
	Text   string `json:"text"`
	Answer string `json:"answer"`
	// AnswerHTML contains trusted rich text from a synchronized GLPI KB item.
	// It is never sent to the LLM or used for embeddings.
	AnswerHTML         string   `json:"answer_html,omitempty"`
	AutoReply          bool     `json:"auto_reply"`
	MinScore           float64  `json:"min_score"`
	Categories         []int64  `json:"categories"`
	Keywords           []string `json:"keywords"`
	Source             string   `json:"source"`
	SourceURI          string   `json:"source_uri,omitempty"`
	SourceCategoryIDs  []int64  `json:"source_category_ids,omitempty"`
	SourceModifiedAt   string   `json:"source_modified_at,omitempty"`
	Language           string   `json:"language"`
	CommunicationStyle string   `json:"communication_style"`
}

// GLPIKnowledgeItem is the normalized read-only representation returned by
// the GLPI connector before it is converted into a KnowledgeDoc.
type GLPIKnowledgeItem struct {
	ID          int64   `json:"id"`
	Title       string  `json:"title"`
	Content     string  `json:"content"`
	CategoryIDs []int64 `json:"category_ids,omitempty"`
	Language    string  `json:"language,omitempty"`
	ModifiedAt  string  `json:"modified_at,omitempty"`
}

type KnowledgeHit struct {
	Doc                KnowledgeDoc `json:"doc"`
	Score              float64      `json:"score"`
	SemanticScore      float64      `json:"semantic_score,omitempty"`
	TitleScore         float64      `json:"title_score,omitempty"`
	LexicalScore       float64      `json:"lexical_score,omitempty"`
	KeywordScore       float64      `json:"keyword_score,omitempty"`
	CategoryScore      float64      `json:"category_score,omitempty"`
	BestChunkExcerpt   string       `json:"best_chunk_excerpt,omitempty"`
	BestQueryExcerpt   string       `json:"best_query_excerpt,omitempty"`
	QueryChunkCount    int          `json:"query_chunk_count,omitempty"`
	DocumentChunkCount int          `json:"document_chunk_count,omitempty"`
}

// ChangeContext is a normalized, read-only view of a GLPI Change. Only fields
// useful for ticket triage are passed to the model.
type ChangeContext struct {
	ID           int64   `json:"id"`
	Name         string  `json:"name"`
	Content      string  `json:"content,omitempty"`
	StatusID     int64   `json:"status_id,omitempty"`
	CategoryID   int64   `json:"category_id,omitempty"`
	PlannedBegin string  `json:"planned_begin,omitempty"`
	PlannedEnd   string  `json:"planned_end,omitempty"`
	DateMod      string  `json:"date_mod,omitempty"`
	Relevance    float64 `json:"relevance"`
	Source       string  `json:"source"`
}

type MajorIncidentContext struct {
	ID         int64   `json:"id"`
	Name       string  `json:"name"`
	Content    string  `json:"content,omitempty"`
	StatusID   int64   `json:"status_id,omitempty"`
	CategoryID int64   `json:"category_id,omitempty"`
	Priority   int64   `json:"priority,omitempty"`
	Impact     int64   `json:"impact,omitempty"`
	Urgency    int64   `json:"urgency,omitempty"`
	DateMod    string  `json:"date_mod,omitempty"`
	Relevance  float64 `json:"relevance"`
	Source     string  `json:"source"`
}

type ServiceIssueContext struct {
	Source          string  `json:"source"`
	StatusPage      string  `json:"status_page"`
	Kind            string  `json:"kind"` // monitor | pinned_incident | maintenance
	MonitorID       int64   `json:"monitor_id,omitempty"`
	MonitorName     string  `json:"monitor_name,omitempty"`
	Status          string  `json:"status"`
	Message         string  `json:"message,omitempty"`
	LastHeartbeat   string  `json:"last_heartbeat,omitempty"`
	Uptime24h       float64 `json:"uptime_24h,omitempty"`
	IncidentTitle   string  `json:"incident_title,omitempty"`
	IncidentContent string  `json:"incident_content,omitempty"`
	Relevance       float64 `json:"relevance"`
}

type UserDeviceContext struct {
	UserID            int64  `json:"user_id,omitempty"`
	ItemType          string `json:"item_type"`
	ID                int64  `json:"id"`
	Name              string `json:"name,omitempty"`
	Serial            string `json:"serial,omitempty"`
	InventoryNumber   string `json:"inventory_number,omitempty"`
	Status            string `json:"status,omitempty"`
	Location          string `json:"location,omitempty"`
	LastInventoryDate string `json:"last_inventory_date,omitempty"`
	Source            string `json:"source"`
}

type ContextSnapshot struct {
	FetchedAt      time.Time              `json:"fetched_at"`
	Changes        []ChangeContext        `json:"changes,omitempty"`
	MajorIncidents []MajorIncidentContext `json:"major_incidents,omitempty"`
	ServiceIssues  []ServiceIssueContext  `json:"service_issues,omitempty"`
	UserDevices    []UserDeviceContext    `json:"user_devices,omitempty"`
	Warnings       []string               `json:"warnings,omitempty"`
	Incomplete     bool                   `json:"incomplete"`
}

func (c ContextSnapshot) HasRelevantIncident(minScore float64) bool {
	for _, incident := range c.MajorIncidents {
		if incident.Relevance >= minScore {
			return true
		}
	}
	for _, issue := range c.ServiceIssues {
		if issue.Relevance >= minScore && (issue.Status == "down" || issue.Status == "pending" || issue.Kind == "pinned_incident") {
			return true
		}
	}
	return false
}

type Decision struct {
	Category struct {
		ID         int64   `json:"id"`
		Confidence float64 `json:"confidence"`
	} `json:"category"`
	Reply struct {
		Allowed     bool    `json:"allowed"`
		Confidence  float64 `json:"confidence"`
		KnowledgeID string  `json:"knowledge_id"`
	} `json:"reply"`
	Reason string `json:"reason"`
}

type PolicyResult struct {
	ChangeCategory             bool    `json:"change_category"`
	CategoryID                 int64   `json:"category_id"`
	CategoryRecommendationID   int64   `json:"category_recommendation_id"`
	CategoryRecommendationName string  `json:"category_recommendation_name,omitempty"`
	CategoryConfidence         float64 `json:"category_confidence"`
	CategoryThreshold          float64 `json:"category_threshold"`
	CategoryDecision           string  `json:"category_decision"`
	Reply                      bool    `json:"reply"`
	ReplyText                  string  `json:"reply_text,omitempty"`
	ReplyIsHTML                bool    `json:"reply_is_html,omitempty"`
	KnowledgeID                string  `json:"knowledge_id,omitempty"`
	ReplyRecommendation        bool    `json:"reply_recommendation"`
	ReplyConfidence            float64 `json:"reply_confidence"`
	ReplyThreshold             float64 `json:"reply_threshold"`
	ReplyKnowledgeID           string  `json:"reply_knowledge_id,omitempty"`
	ReplyDecision              string  `json:"reply_decision"`
	KnowledgeThreshold         float64 `json:"knowledge_threshold,omitempty"`
	KnowledgeRetrievalScore    float64 `json:"knowledge_retrieval_score,omitempty"`
	KnowledgeEvidenceScore     float64 `json:"knowledge_evidence_score,omitempty"`
	KnowledgeRetrievalFloor    float64 `json:"knowledge_retrieval_floor,omitempty"`
	KnowledgeCategoryAligned   bool    `json:"knowledge_category_aligned,omitempty"`
	AIReason                   string  `json:"ai_reason,omitempty"`
}

// KnowledgeCandidateAudit captures the top retrieval candidates used for a run.
// It intentionally stores only normalized, non-secret diagnostic information.
type KnowledgeCandidateAudit struct {
	ID                 string  `json:"id"`
	Title              string  `json:"title"`
	Source             string  `json:"source"`
	Score              float64 `json:"score"`
	SemanticScore      float64 `json:"semantic_score,omitempty"`
	TitleScore         float64 `json:"title_score,omitempty"`
	LexicalScore       float64 `json:"lexical_score,omitempty"`
	KeywordScore       float64 `json:"keyword_score,omitempty"`
	CategoryScore      float64 `json:"category_score,omitempty"`
	RequiredScore      float64 `json:"required_score,omitempty"`
	AutoReply          bool    `json:"auto_reply"`
	BestChunkExcerpt   string  `json:"best_chunk_excerpt,omitempty"`
	BestQueryExcerpt   string  `json:"best_query_excerpt,omitempty"`
	QueryChunkCount    int     `json:"query_chunk_count,omitempty"`
	DocumentChunkCount int     `json:"document_chunk_count,omitempty"`
}

// ContextAuditItem is a compact snapshot of context that influenced a run.
type ContextAuditItem struct {
	Kind      string  `json:"kind"`
	ID        int64   `json:"id,omitempty"`
	Name      string  `json:"name"`
	Status    string  `json:"status,omitempty"`
	Relevance float64 `json:"relevance,omitempty"`
	Detail    string  `json:"detail,omitempty"`
}

type RunRecord struct {
	RunID                     string                    `json:"run_id"`
	TicketID                  int64                     `json:"ticket_id"`
	TicketName                string                    `json:"ticket_name"`
	SourceVersion             string                    `json:"source_version"`
	StartedAt                 time.Time                 `json:"started_at"`
	FinishedAt                time.Time                 `json:"finished_at"`
	Outcome                   string                    `json:"outcome"`
	Reason                    string                    `json:"reason"`
	AIReason                  string                    `json:"ai_reason,omitempty"`
	PolicyReason              string                    `json:"policy_reason,omitempty"`
	CategoryBefore            int64                     `json:"category_before"`
	CategoryBeforeName        string                    `json:"category_before_name,omitempty"`
	AIRecommendedCategoryID   int64                     `json:"ai_recommended_category_id,omitempty"`
	AIRecommendedCategoryName string                    `json:"ai_recommended_category_name,omitempty"`
	AICategoryConfidence      float64                   `json:"ai_category_confidence,omitempty"`
	CategoryThreshold         float64                   `json:"category_threshold,omitempty"`
	CategoryDecision          string                    `json:"category_decision,omitempty"`
	CategoryProposed          int64                     `json:"category_proposed"`
	CategoryWouldChange       bool                      `json:"category_would_change"`
	CategoryChanged           bool                      `json:"category_changed"`
	AIReplyRecommended        bool                      `json:"ai_reply_recommended,omitempty"`
	AIReplyConfidence         float64                   `json:"ai_reply_confidence,omitempty"`
	ReplyThreshold            float64                   `json:"reply_threshold,omitempty"`
	AIKnowledgeID             string                    `json:"ai_knowledge_id,omitempty"`
	ReplyDecision             string                    `json:"reply_decision,omitempty"`
	ReplyProposed             bool                      `json:"reply_proposed"`
	ReplyWritten              bool                      `json:"reply_written"`
	KnowledgeID               string                    `json:"knowledge_id,omitempty"`
	KnowledgeTopID            string                    `json:"knowledge_top_id,omitempty"`
	KnowledgeTopTitle         string                    `json:"knowledge_top_title,omitempty"`
	KnowledgeScore            float64                   `json:"knowledge_score,omitempty"`
	KnowledgeSemanticScore    float64                   `json:"knowledge_semantic_score,omitempty"`
	KnowledgeTitleScore       float64                   `json:"knowledge_title_score,omitempty"`
	KnowledgeLexicalScore     float64                   `json:"knowledge_lexical_score,omitempty"`
	KnowledgeKeywordScore     float64                   `json:"knowledge_keyword_score,omitempty"`
	KnowledgeCategoryScore    float64                   `json:"knowledge_category_score,omitempty"`
	KnowledgeThreshold        float64                   `json:"knowledge_threshold,omitempty"`
	KnowledgeEvidenceScore    float64                   `json:"knowledge_evidence_score,omitempty"`
	KnowledgeRetrievalFloor   float64                   `json:"knowledge_retrieval_floor,omitempty"`
	KnowledgeCategoryAligned  bool                      `json:"knowledge_category_aligned,omitempty"`
	KnowledgeBestChunk        string                    `json:"knowledge_best_chunk,omitempty"`
	KnowledgeBestQueryChunk   string                    `json:"knowledge_best_query_chunk,omitempty"`
	KnowledgeQueryChunks      int                       `json:"knowledge_query_chunks,omitempty"`
	KnowledgeDocumentChunks   int                       `json:"knowledge_document_chunks,omitempty"`
	ContextChanges            int                       `json:"context_changes,omitempty"`
	ContextIncidents          int                       `json:"context_incidents,omitempty"`
	ContextIssues             int                       `json:"context_issues,omitempty"`
	ContextDevices            int                       `json:"context_devices,omitempty"`
	ContextWarnings           []string                  `json:"context_warnings,omitempty"`
	KnowledgeCandidates       []KnowledgeCandidateAudit `json:"knowledge_candidates,omitempty"`
	ContextDetails            []ContextAuditItem        `json:"context_details,omitempty"`
	DryRun                    bool                      `json:"dry_run"`
	Error                     string                    `json:"error,omitempty"`
}