import type { Contact } from '../contacts/types'
import type { Department } from '../departments/types'
import type { Service } from '../services/types'
import type { User } from '../users/types'

export type TicketOrigin = 'automatic' | 'manual' | 'widget'

export type TicketMetrics = {
  /** Time in seconds the contact waited before a user picked up the ticket. */
  waitingTime?: number
  /** Time in seconds the contact waited after the bot handed off to a human. */
  waitingTimeAfterBot?: number
  /** Total time in seconds with active messaging (first to last message). */
  messagingTime?: number
  /** Total open time in seconds from ticket open to close. */
  ticketTime?: number
  /** Sum of waiting times across all transfers. */
  waitingTimeTransfersSum?: number
  /** Number of times the ticket was transferred. */
  ticketTransferCount?: number
  /** Average waiting time per transfer. */
  waitingTimeTransfersAvg?: number
  isActiveTicket?: boolean
}

export type Ticket = {
  id: string
  isOpen: boolean
  comments: string | null
  protocol: string | null
  origin: TicketOrigin | null
  metrics: TicketMetrics
  startedAt: string | null
  endedAt: string | null
  isDistributing: boolean
  count: number | null
  accountId: string
  departmentId: string
  contactId: string
  userId: string | null
  serviceId: string | null
  firstMessageId: string | null
  lastMessageId: string | null
  currentTicketTransferId: string | null
  createdAt: string
  updatedAt: string
  // relationships
  contact?: Contact
  department?: Department
  user?: User | null
  service?: Service | null
}

export type TicketRelationships = 'contact' | 'department' | 'user' | 'service'

export type CreateTicketPayload = {
  contactId: string
  departmentId: string
  userId?: string
  comments?: string
  origin?: TicketOrigin
}

export type UpdateTicketPayload = {
  departmentId?: string
  userId?: string | null
  comments?: string | null
  isOpen?: boolean
}

/**
 * Body for `PUT /tickets/close-many`.
 *
 * Either close an explicit list of tickets by id, or close every open ticket
 * matching a query. For the query variant the outer `query` is an object whose
 * `query` field is a JSON-stringified list query (e.g. `JSON.stringify({ where: {} })`);
 * the backend always forces `where.isOpen = true`.
 */
export type CloseManyTicketsPayload =
  | { ids: string[]; ticketTopicIds?: string[] | string; comments?: string }
  | { allContactsSelected: true; query: { query: string } }