import { ITicketAuditedEntity, TicketPriority, TicketPropertyValue } from "./Common";
import { TicketConditionOperator } from "./Workflow";
export declare enum SlaTimeMode {
    CALENDAR = "CALENDAR",
    BUSINESS_HOURS = "BUSINESS_HOURS"
}
export declare enum SlaMetricType {
    FIRST_RESPONSE = "FIRST_RESPONSE",
    NEXT_RESPONSE = "NEXT_RESPONSE",
    RESOLUTION = "RESOLUTION",
    ASSIGNMENT = "ASSIGNMENT",
    ACCEPTANCE = "ACCEPTANCE",
    PERIODIC_UPDATE = "PERIODIC_UPDATE",
    STATUS_TIME = "STATUS_TIME",
    CUSTOM = "CUSTOM"
}
export declare enum SlaStatus {
    PENDING = "PENDING",
    MET = "MET",
    BREACHED = "BREACHED",
    PAUSED = "PAUSED",
    NOT_APPLICABLE = "NOT_APPLICABLE"
}
export declare enum ServiceCommitmentType {
    SLA = "SLA",
    OLA = "OLA",
    UC = "UC"
}
export declare enum SlaPolicyChangeBehavior {
    KEEP_ORIGINAL = "KEEP_ORIGINAL",
    RECALCULATE_FROM_ORIGINAL_START = "RECALCULATE_FROM_ORIGINAL_START",
    RESTART_FROM_CHANGE = "RESTART_FROM_CHANGE"
}
export declare enum SlaCycleStartBehavior {
    ONCE = "ONCE",
    EACH_MATCHING_EVENT = "EACH_MATCHING_EVENT",
    ON_REOPEN = "ON_REOPEN"
}
export declare enum SlaEventType {
    TICKET_CREATED = "TICKET_CREATED",
    STATUS_ENTERED = "STATUS_ENTERED",
    STATUS_EXITED = "STATUS_EXITED",
    ASSIGNED = "ASSIGNED",
    ASSIGNMENT_ACCEPTED = "ASSIGNMENT_ACCEPTED",
    PUBLIC_MESSAGE_RECEIVED = "PUBLIC_MESSAGE_RECEIVED",
    PUBLIC_AGENT_RESPONSE_SENT = "PUBLIC_AGENT_RESPONSE_SENT",
    RESOLVED = "RESOLVED",
    REOPENED = "REOPENED",
    CUSTOM = "CUSTOM"
}
export declare enum WeekDay {
    MONDAY = "MONDAY",
    TUESDAY = "TUESDAY",
    WEDNESDAY = "WEDNESDAY",
    THURSDAY = "THURSDAY",
    FRIDAY = "FRIDAY",
    SATURDAY = "SATURDAY",
    SUNDAY = "SUNDAY"
}
export interface IBusinessTimeRange {
    start: string;
    end: string;
}
export interface IBusinessDaySchedule {
    day: WeekDay;
    enabled: boolean;
    ranges: IBusinessTimeRange[];
}
export interface IBusinessCalendarException {
    date: Date;
    name?: string;
    working: boolean;
    ranges?: IBusinessTimeRange[];
}
export interface IBusinessCalendar extends ITicketAuditedEntity {
    name: string;
    timeZone: string;
    schedule: IBusinessDaySchedule[];
    exceptions: IBusinessCalendarException[];
    enabled: boolean;
}
export interface ISlaEventMatcher {
    eventType: SlaEventType;
    statusId?: string;
    customEventType?: string;
    conditions?: ISlaPolicyCondition[];
}
export interface ISlaMetricDefinition extends ITicketAuditedEntity {
    code: string;
    name: string;
    description?: string;
    type: SlaMetricType;
    statusId?: string;
    customEventType?: string;
    startEvent: ISlaEventMatcher;
    completionEvent: ISlaEventMatcher;
    cycleStartBehavior: SlaCycleStartBehavior;
    enabled: boolean;
}
export interface ISlaWarningThreshold {
    id: string;
    percentage?: number;
    remainingMinutes?: number;
    escalationPolicyId?: string;
    notificationTemplateId?: string;
}
export interface ISlaTarget {
    id?: string;
    /** New policies should use metricDefinitionId; metric is retained for compatibility. */
    metricDefinitionId?: string;
    metric?: SlaMetricType;
    durationMinutes: number;
    mode: SlaTimeMode;
    businessCalendarId?: string;
    warningThresholds?: ISlaWarningThreshold[];
    pauseConditions?: ISlaConditionGroup;
    resetBehavior?: SlaPolicyChangeBehavior;
}
export interface ISlaPolicyCondition {
    fieldNameKey: string;
    operator: TicketConditionOperator;
    expectedValue?: TicketPropertyValue;
}
export declare enum SlaConditionGroupOperator {
    AND = "AND",
    OR = "OR"
}
export interface ISlaConditionGroup {
    operator: SlaConditionGroupOperator;
    conditions?: ISlaPolicyCondition[];
    groups?: ISlaConditionGroup[];
}
export interface IServiceCommitment {
    id: string;
    type: ServiceCommitmentType;
    name: string;
    customerOrganizationId?: string;
    responsibleGroupId?: string;
    providerId?: string;
    targets: ISlaTarget[];
}
export interface ITicketSlaPolicy extends ITicketAuditedEntity {
    name: string;
    description?: string;
    enabled: boolean;
    order: number;
    version?: number;
    priority?: TicketPriority;
    categoryIds?: string[];
    conditions?: ISlaPolicyCondition[];
    conditionGroup?: ISlaConditionGroup;
    /** Retained for simple and legacy policies. */
    targets: ISlaTarget[];
    commitments?: IServiceCommitment[];
    pausableStatusIds?: string[];
    policyChangeBehavior?: SlaPolicyChangeBehavior;
    reopenBehavior?: SlaPolicyChangeBehavior;
}
export interface ISlaPausePeriod {
    startedAt: Date;
    endedAt?: Date;
    reason?: string;
    startedByEventId?: string;
    endedByEventId?: string;
}
export interface ISlaTargetSnapshot {
    metricDefinitionId?: string;
    metricType: SlaMetricType;
    durationMinutes: number;
    mode: SlaTimeMode;
    businessCalendarId?: string;
    warningThresholds?: ISlaWarningThreshold[];
}
export interface ISlaMetricCycle {
    id: string;
    metricDefinitionId?: string;
    sequence: number;
    status: SlaStatus;
    startedAt: Date;
    dueAt?: Date;
    nextWarningAt?: Date;
    completedAt?: Date;
    breachedAt?: Date;
    elapsedMinutes: number;
    pausedMinutes: number;
    pausePeriods: ISlaPausePeriod[];
    targetSnapshot: ISlaTargetSnapshot;
    startedByEventId?: string;
    completedByEventId?: string;
}
export interface ISlaMetricState {
    /** metric is retained for consumers of the original contract. */
    metric: SlaMetricType;
    metricDefinitionId?: string;
    status: SlaStatus;
    activeCycleId?: string;
    current?: ISlaMetricCycle;
    cycles?: ISlaMetricCycle[];
    totalBreaches?: number;
    startedAt?: Date;
    dueAt?: Date;
    completedAt?: Date;
    breachedAt?: Date;
    elapsedMinutes: number;
    pausedMinutes: number;
    pausePeriods?: ISlaPausePeriod[];
}
export interface IServiceCommitmentState {
    commitmentId: string;
    type: ServiceCommitmentType;
    policyId: string;
    policyVersion: number;
    metrics: ISlaMetricState[];
    hasActiveBreach: boolean;
    nextDeadlineAt?: Date;
    nextWarningAt?: Date;
}
export interface ITicketSlaState {
    policyId: string;
    policyVersion?: number;
    metrics: ISlaMetricState[];
    commitments?: IServiceCommitmentState[];
    nextDeadlineAt?: Date;
    nextWarningAt?: Date;
    hasActiveBreach: boolean;
    /** @deprecated Read the FIRST_RESPONSE entry from metrics. */
    firstResponse?: ISlaMetricState;
    /** @deprecated Read the RESOLUTION entry from metrics. */
    resolution?: ISlaMetricState;
}
export interface ISlaEvaluationEvent {
    eventId: string;
    spaceId: string;
    ticketId: string;
    type: SlaEventType;
    occurredAt: Date;
    statusId?: string;
    customEventType?: string;
    actorId?: string;
    metadata?: {
        [key: string]: TicketPropertyValue;
    };
}
export interface ISlaWarningEvent {
    id: string;
    spaceId: string;
    ticketId: string;
    metricCycleId: string;
    thresholdId: string;
    occurredAt: Date;
    escalationPolicyId?: string;
    notificationTemplateId?: string;
}