import json
import logging
import requests
from flask import Blueprint, request, jsonify, current_app
from flask_login import login_required, current_user
from app import db
from app.models import Ticket, TicketStatus, TicketPriority, TicketCategory
from app.services.notification_service import notify_new_ticket
from app.services.log_service import log_action

chatbot_bp = Blueprint('chatbot', __name__, url_prefix='/chatbot')
logger     = logging.getLogger(__name__)

_SYSTEM_PROMPT = """You are an IT Helpdesk Assistant for an internal IT ticket system.
Your job is to:
1. Help employees report IT issues conversationally.
2. Gather all required information to create a support ticket:
   - Issue title (short summary)
   - Detailed description
   - Category (hardware, software, network, access, email, printer, phone, security, other)
   - Priority (low, medium, high, critical)
   - Location (optional)
   - Asset tag (optional – device serial / asset number)
3. When you have enough information, respond with a JSON block like this (and ONLY this, no extra text):
   {"action": "create_ticket", "title": "...", "description": "...", "category": "...", "priority": "...", "location": "...", "asset_tag": "..."}
4. For general IT questions, answer helpfully but briefly.
5. If the user seems frustrated or has a critical outage, set priority to "critical".
6. Keep your tone professional, friendly, and concise.
7. Always ask clarifying questions if you need more detail before creating a ticket.
"""


@chatbot_bp.route('/message', methods=['POST'])
@login_required
def chat():
    data     = request.get_json(force=True)
    history  = data.get('history', [])   # [{role, content}, ...]
    user_msg = data.get('message', '').strip()

    if not user_msg:
        return jsonify({'error': 'Empty message'}), 400

    api_key = current_app.config.get('ANTHROPIC_API_KEY', '')
    if not api_key:
        return jsonify({'reply': "The AI assistant is not configured yet. Please contact your IT administrator.", 'ticket': None})

    messages = history + [{'role': 'user', 'content': user_msg}]

    try:
        resp = requests.post(
            'https://api.anthropic.com/v1/messages',
            headers={
                'x-api-key'        : api_key,
                'anthropic-version': '2023-06-01',
                'content-type'     : 'application/json',
            },
            json={
                'model'     : 'claude-sonnet-4-20250514',
                'max_tokens': 1024,
                'system'    : _SYSTEM_PROMPT,
                'messages'  : messages,
            },
            timeout=30,
        )
        resp.raise_for_status()
        reply_text = resp.json()['content'][0]['text'].strip()
    except Exception as exc:
        logger.error(f'[CHATBOT API ERROR] {exc}')
        return jsonify({'reply': 'Sorry, I encountered an error. Please try again or submit a ticket manually.', 'ticket': None})

    # Check if the AI wants to create a ticket
    ticket_data = None
    if '"action": "create_ticket"' in reply_text or "'action': 'create_ticket'" in reply_text:
        try:
            start = reply_text.find('{')
            end   = reply_text.rfind('}') + 1
            parsed = json.loads(reply_text[start:end])
            if parsed.get('action') == 'create_ticket':
                ticket = Ticket(
                    title         = parsed.get('title', 'Untitled Issue'),
                    description   = parsed.get('description', ''),
                    category      = parsed.get('category', TicketCategory.OTHER),
                    priority      = parsed.get('priority', TicketPriority.MEDIUM),
                    location      = parsed.get('location', ''),
                    asset_tag     = parsed.get('asset_tag', ''),
                    created_by_id = current_user.id,
                    status        = TicketStatus.OPEN,
                    ai_generated  = True,
                )
                ticket.ticket_number = ticket.generate_ticket_number()
                db.session.add(ticket)
                db.session.commit()

                log_action(current_user.id, 'ticket_create_chatbot', 'ticket', ticket.id,
                           f'ticket_number={ticket.ticket_number} ai_generated=True')
                logger.info(f'[CHATBOT TICKET CREATE] ticket_id={ticket.id} number={ticket.ticket_number} user_id={current_user.id}')
                notify_new_ticket(ticket)

                ticket_data = {
                    'id'            : ticket.id,
                    'ticket_number' : ticket.ticket_number,
                    'title'         : ticket.title,
                    'url'           : f'/tickets/{ticket.id}',
                }
                reply_text = (
                    f"✅ **Ticket Created!**\n\n"
                    f"I've submitted your ticket **{ticket.ticket_number}**: _{ticket.title}_\n\n"
                    f"Our IT team has been notified and will get back to you shortly. "
                    f"You can track your ticket [here](/tickets/{ticket.id})."
                )
        except (json.JSONDecodeError, KeyError) as exc:
            logger.warning(f'[CHATBOT PARSE ERROR] Could not parse ticket JSON: {exc}')

    return jsonify({'reply': reply_text, 'ticket': ticket_data})