/**
 * 工单/技术支持 API
 */
import Taro from '@tarojs/taro';
import type { Ticket, TicketReply, TicketTemplate, TicketStats, FAQ } from '../types/ticket';

// 模拟数据
const mockTickets: Ticket[] = [
  {
    id: '1',
    ticketNo: 'TK202604120001',
    title: 'API 调用频率限制问题',
    content: '我在使用批量接口时遇到了 429 错误，请问如何申请提高调用频率限制？',
    type: 'technical',
    priority: 'high',
    status: 'processing',
    category: 'api',
    attachments: [],
    creatorId: '1',
    creatorName: '张三',
    creatorAvatar: 'https://api.dicebear.com/7.x/avataaars/svg?seed=Felix',
    assigneeId: 's1',
    assigneeName: '技术支持小王',
    assigneeAvatar: 'https://api.dicebear.com/7.x/avataaars/svg?seed=Aneka',
    responseCount: 2,
    solution: '已为您开通企业版调用配额',
    createTime: '2026-04-12 10:30:00',
    updateTime: '2026-04-12 14:20:00',
    resolveTime: 230
  },
  {
    id: '2',
    ticketNo: 'TK202604110002',
    title: '微信支付回调异常',
    content: '支付完成后回调地址没有收到通知，请问如何排查问题？',
    type: 'bug',
    priority: 'urgent',
    status: 'resolved',
    category: 'payment',
    attachments: ['/uploads/error-log.png'],
    creatorId: '1',
    creatorName: '张三',
    creatorAvatar: 'https://api.dicebear.com/7.x/avataaars/svg?seed=Felix',
    assigneeId: 's2',
    assigneeName: '技术支持小李',
    assigneeAvatar: 'https://api.dicebear.com/7.x/avataaars/svg?seed=Bobby',
    responseCount: 5,
    solution: '回调地址需要配置白名单，已协助配置完成',
    rating: 5,
    feedback: '响应很快，问题解决了',
    resolveTime: 180,
    createTime: '2026-04-11 09:15:00',
    updateTime: '2026-04-11 12:15:00',
    resolveTime2: '2026-04-11 12:15:00'
  },
  {
    id: '3',
    ticketNo: 'TK202604100003',
    title: '功能建议：支持 Webhook 重试机制',
    content: '希望 Webhook 能够支持失败重试功能，提高消息可靠性',
    type: 'feature',
    priority: 'medium',
    status: 'pending',
    category: 'api',
    attachments: [],
    creatorId: '1',
    creatorName: '张三',
    creatorAvatar: 'https://api.dicebear.com/7.x/avataaars/svg?seed=Felix',
    responseCount: 0,
    createTime: '2026-04-10 16:45:00',
    updateTime: '2026-04-10 16:45:00'
  }
];

const mockReplies: TicketReply[] = [
  {
    id: 'r1',
    ticketId: '1',
    content: '您好，请问您的应用日调用量是多少？企业版默认配额为 10万次/天',
    attachments: [],
    isInternal: false,
    senderId: 's1',
    senderName: '技术支持小王',
    senderAvatar: 'https://api.dicebear.com/7.x/avataaars/svg?seed=Aneka',
    senderRole: 'support',
    createTime: '2026-04-12 11:00:00'
  },
  {
    id: 'r2',
    ticketId: '1',
    content: '我的日调用量大约在 15 万次左右',
    attachments: [],
    isInternal: false,
    senderId: '1',
    senderName: '张三',
    senderAvatar: 'https://api.dicebear.com/7.x/avataaars/svg?seed=Felix',
    senderRole: 'user',
    createTime: '2026-04-12 11:30:00'
  },
  {
    id: 'r3',
    ticketId: '1',
    content: '已为您升级到企业高级版，配额提升至 50万次/天',
    attachments: [],
    isInternal: false,
    senderId: 's1',
    senderName: '技术支持小王',
    senderAvatar: 'https://api.dicebear.com/7.x/avataaars/svg?seed=Aneka',
    senderRole: 'support',
    createTime: '2026-04-12 14:20:00'
  }
];

const mockTemplates: TicketTemplate[] = [
  { id: 't1', title: 'API 调用问题', content: '【问题描述】\n\n【复现步骤】\n1.\n2.\n3.\n\n【错误信息】\n\n【环境信息】', type: 'technical', category: 'api', priority: 'medium' },
  { id: 't2', title: '支付相关问题', content: '【问题类型】\n□ 支付失败  □ 退款  □ 发票\n\n【订单号】\n\n【问题描述】', type: 'billing', category: 'payment', priority: 'high' },
  { id: 't3', title: 'Bug 反馈', content: '【Bug 标题】\n\n【影响范围】\n\n【复现步骤】\n1.\n2.\n\n【预期行为】\n\n【实际行为】', type: 'bug', category: 'other', priority: 'high' }
];

const mockFAQs: FAQ[] = [
  { id: 'f1', question: '如何获取 API Key？', answer: '登录控制台 -> 开发管理 -> API Key -> 创建 Key', category: 'api', viewCount: 1256, helpful: 234, notHelpful: 12, tags: ['API', '密钥'], relatedQuestions: [], createTime: '2026-01-01', updateTime: '2026-04-01' },
  { id: 'f2', question: '调用频率限制是多少？', answer: '免费版 1000次/天，个人版 1万次/天，企业版 10万次/天', category: 'api', viewCount: 2345, helpful: 456, notHelpful: 23, tags: ['限流', '配额'], relatedQuestions: [], createTime: '2026-01-01', updateTime: '2026-04-05' },
  { id: 'f3', question: '如何申请发票？', answer: '控制台 -> 财务 -> 发票管理 -> 申请发票', category: 'billing', viewCount: 1890, helpful: 345, notHelpful: 15, tags: ['发票', '财务'], relatedQuestions: [], createTime: '2026-01-01', updateTime: '2026-03-20' },
  { id: 'f4', question: 'Webhook 回调失败怎么办？', answer: '1. 检查回调地址是否可公网访问\n2. 确保返回 200 状态码\n3. 检查签名验证', category: 'api', viewCount: 1567, helpful: 289, notHelpful: 34, tags: ['Webhook', '回调'], relatedQuestions: [], createTime: '2026-01-01', updateTime: '2026-04-10' },
  { id: 'f5', question: '如何升级账户？', answer: '控制台 -> 套餐管理 -> 选择套餐 -> 在线支付', category: 'account', viewCount: 987, helpful: 178, notHelpful: 8, tags: ['升级', '套餐'], relatedQuestions: [], createTime: '2026-01-01', updateTime: '2026-03-15' }
];

/**
 * 获取工单统计
 */
export async function getTicketStats(): Promise<TicketStats> {
  return {
    total: mockTickets.length,
    pending: 1,
    processing: 1,
    resolved: 1,
    avgResponseTime: 45,
    avgResolveTime: 4.2,
    satisfaction: 4.8
  };
}

/**
 * 分页获取工单列表
 */
export async function pageTicket(params: {
  status?: string;
  type?: string;
  priority?: string;
  keyword?: string;
  page?: number;
  pageSize?: number;
}): Promise<{ list: Ticket[]; total: number }> {
  const { status, type, priority, keyword, page = 1, pageSize = 10 } = params;
  
  let filtered = [...mockTickets];
  
  if (status) filtered = filtered.filter(t => t.status === status);
  if (type) filtered = filtered.filter(t => t.type === type);
  if (priority) filtered = filtered.filter(t => t.priority === priority);
  if (keyword) {
    const kw = keyword.toLowerCase();
    filtered = filtered.filter(t => t.title.toLowerCase().includes(kw) || t.content.toLowerCase().includes(kw));
  }
  
  const start = (page - 1) * pageSize;
  return { list: filtered.slice(start, start + pageSize), total: filtered.length };
}

/**
 * 获取工单详情
 */
export async function getTicketDetail(id: string): Promise<Ticket | null> {
  return mockTickets.find(t => t.id === id) || null;
}

/**
 * 获取工单回复列表
 */
export async function listTicketReply(ticketId: string): Promise<TicketReply[]> {
  return mockReplies.filter(r => r.ticketId === ticketId);
}

/**
 * 创建工单
 */
export async function createTicket(data: Partial<Ticket>): Promise<Ticket> {
  const newTicket: Ticket = {
    id: String(Date.now()),
    ticketNo: `TK${new Date().toISOString().replace(/[\-:T]/g, '').slice(0, 12)}`,
    title: data.title || '',
    content: data.content || '',
    type: data.type || 'technical',
    priority: data.priority || 'medium',
    status: 'pending',
    category: data.category || 'api',
    attachments: data.attachments || [],
    creatorId: '1',
    creatorName: '张三',
    creatorAvatar: 'https://api.dicebear.com/7.x/avataaars/svg?seed=Felix',
    responseCount: 0,
    createTime: new Date().toISOString().replace('T', ' ').slice(0, 19),
    updateTime: new Date().toISOString().replace('T', ' ').slice(0, 19)
  };
  
  mockTickets.unshift(newTicket);
  return newTicket;
}

/**
 * 回复工单
 */
export async function replyTicket(ticketId: string, content: string, attachments: string[] = []): Promise<TicketReply> {
  const reply: TicketReply = {
    id: String(Date.now()),
    ticketId,
    content,
    attachments,
    isInternal: false,
    senderId: '1',
    senderName: '张三',
    senderAvatar: 'https://api.dicebear.com/7.x/avataaars/svg?seed=Felix',
    senderRole: 'user',
    createTime: new Date().toISOString().replace('T', ' ').slice(0, 19)
  };
  
  mockReplies.push(reply);
  
  const ticket = mockTickets.find(t => t.id === ticketId);
  if (ticket) {
    ticket.responseCount++;
    ticket.updateTime = reply.createTime;
    if (ticket.status === 'pending') ticket.status = 'processing';
  }
  
  return reply;
}

/**
 * 关闭工单
 */
export async function closeTicket(id: string): Promise<void> {
  const ticket = mockTickets.find(t => t.id === id);
  if (ticket) ticket.status = 'closed';
}

/**
 * 评价工单
 */
export async function rateTicket(id: string, rating: number, feedback: string): Promise<void> {
  const ticket = mockTickets.find(t => t.id === id);
  if (ticket) {
    ticket.rating = rating;
    ticket.feedback = feedback;
  }
}

/**
 * 获取工单模板
 */
export async function listTicketTemplate(): Promise<TicketTemplate[]> {
  return mockTemplates;
}

/**
 * 获取 FAQ 列表
 */
export async function pageFAQ(params: {
  category?: string;
  keyword?: string;
  page?: number;
  pageSize?: number;
}): Promise<{ list: FAQ[]; total: number }> {
  const { category, keyword, page = 1, pageSize = 10 } = params;
  
  let filtered = [...mockFAQs];
  if (category) filtered = filtered.filter(f => f.category === category);
  if (keyword) {
    const kw = keyword.toLowerCase();
    filtered = filtered.filter(f => f.question.toLowerCase().includes(kw) || f.answer.toLowerCase().includes(kw));
  }
  
  const start = (page - 1) * pageSize;
  return { list: filtered.slice(start, start + pageSize), total: filtered.length };
}

/**
 * FAQ 反馈
 */
export async function feedbackFAQ(id: string, helpful: boolean): Promise<void> {
  const faq = mockFAQs.find(f => f.id === id);
  if (faq) {
    if (helpful) faq.helpful++;
    else faq.notHelpful++;
  }
}