"""
Ticket System Frontend Views
HTML template routes for ticket management UI
"""

import logging
from fastapi import APIRouter, Request, HTTPException, Form
from fastapi.responses import HTMLResponse, RedirectResponse
from fastapi.templating import Jinja2Templates
from typing import Optional, Dict, Any
from datetime import date

from app.core.database import execute_query, execute_update, execute_query_single

logger = logging.getLogger(__name__)

router = APIRouter()
templates = Jinja2Templates(directory="app")


@router.get("/", include_in_schema=False)
async def ticket_root_redirect():
    return RedirectResponse(url="/sag", status_code=302)


def _format_long_text(value: Optional[str]) -> str:
    if not value:
        return ""
    lines = value.splitlines()
    blocks = []
    buffer = []
    in_list = False

    def flush_paragraph():
        nonlocal buffer
        if buffer:
            blocks.append("<p>" + " ".join(buffer).strip() + "</p>")
            buffer = []

    def close_list():
        nonlocal in_list
        if in_list:
            blocks.append("</ul>")
            in_list = False

    for raw_line in lines:
        line = raw_line.strip()
        if not line:
            flush_paragraph()
            close_list()
            continue

        if line.startswith(("- ", "* ", "• ")):
            flush_paragraph()
            if not in_list:
                blocks.append("<ul>")
                in_list = True
            item = line[2:].strip()
            blocks.append(f"<li>{item}</li>")
            continue

        if line[0].isdigit() and "." in line[:4]:
            flush_paragraph()
            if not in_list:
                blocks.append("<ul>")
                in_list = True
            item = line.split(".", 1)[1].strip()
            blocks.append(f"<li>{item}</li>")
            continue

        close_list()
        buffer.append(line)

    flush_paragraph()
    close_list()

    return "\n".join(blocks)


templates.env.filters["format_long_text"] = _format_long_text


# ============================================================================
# MOCKUP ROUTES (TEMPORARY)
# ============================================================================

@router.get("/mockups/1", response_class=HTMLResponse)
async def mockup_option1(request: Request):
    """Mockup: Split Screen Concept"""
    return templates.TemplateResponse("ticket/frontend/mockups/option1_splitscreen.html", {"request": request})

@router.get("/mockups/2", response_class=HTMLResponse)
async def mockup_option2(request: Request):
    """Mockup: Kanban Board Concept"""
    return templates.TemplateResponse("ticket/frontend/mockups/option2_kanban.html", {"request": request})

@router.get("/mockups/3", response_class=HTMLResponse)
async def mockup_option3(request: Request):
    """Mockup: Power Table Concept"""
    return templates.TemplateResponse("ticket/frontend/mockups/option3_powertable.html", {"request": request})


@router.get("/worklog/review", response_class=HTMLResponse)
async def worklog_review_page(
    request: Request,
    customer_id: Optional[int] = None,
    status: str = "draft"
):
    """
    Worklog review page with single-entry approval
    
    Query params:
        customer_id: Filter by customer (optional)
        status: Filter by status (default: draft)
    """
    try:
        # Build query with filters (UNION of Ticket Worklogs and Sag/Module Times)
        # Ticket Worklogs (Positive IDs)
        query = """
            SELECT 
                w.id,
                w.ticket_id,
                w.user_id,
                w.work_date,
                w.hours,
                w.work_type,
                w.description,
                w.billing_method,
                w.status,
                w.prepaid_card_id,
                w.created_at,
                t.ticket_number,
                t.subject AS ticket_subject,
                t.customer_id,
                t.status AS ticket_status,
                c.name AS customer_name,
                u.username AS user_name,
                pc.card_number,
                pc.remaining_hours AS card_remaining_hours,
                false as is_sag_module
            FROM tticket_worklog w
            INNER JOIN tticket_tickets t ON t.id = w.ticket_id
            LEFT JOIN customers c ON c.id = t.customer_id
            LEFT JOIN users u ON u.user_id = w.user_id
            LEFT JOIN tticket_prepaid_cards pc ON pc.id = w.prepaid_card_id
            WHERE w.status = %s
        """
        
        params = [status]
        
        if customer_id:
            query += " AND t.customer_id = %s"
            params.append(customer_id)
            
        # UNION ALL with Sag Module Times (Negative IDs)
        # Map status: pending -> draft, approved -> billable
        mapped_status = 'pending' if status == 'draft' else ('approved' if status == 'billable' else status)
        
        query += """
            UNION ALL
            SELECT
                (tm.id * -1) as id,
                tm.sag_id as ticket_id,
                NULL as user_id,
                tm.worked_date as work_date,
                tm.original_hours as hours,
                'sag' as work_type,
                tm.description,
                COALESCE(tm.billing_method, 'invoice') as billing_method,
                CASE 
                    WHEN tm.status = 'pending' THEN 'draft'
                    WHEN tm.status = 'approved' THEN 'billable'
                    ELSE tm.status 
                END as status,
                tm.prepaid_card_id,
                tm.created_at,
                CONCAT('SAG-', tm.sag_id) as ticket_number,
                COALESCE(sol.title, 'Sagssarbejde') as ticket_subject,
                cust.id as customer_id, -- Access core customer ID via Sag join
                'Open' as ticket_status,
                COALESCE(cust.name, 'Ukendt Kunde') as customer_name,
                tm.user_name,
                pc.card_number,
                pc.remaining_hours as card_remaining_hours,
                true as is_sag_module
            FROM tmodule_times tm
            LEFT JOIN sag_sager s ON tm.sag_id = s.id
            LEFT JOIN sag_solutions sol ON tm.solution_id = sol.id
            LEFT JOIN customers cust ON s.customer_id = cust.id
            LEFT JOIN tticket_prepaid_cards pc ON tm.prepaid_card_id = pc.id
            WHERE tm.status = %s
        """
        
        params.append(mapped_status)
        
        if customer_id:
            query += " AND s.customer_id = %s"
            params.append(customer_id)
        
        query += " ORDER BY work_date DESC, created_at DESC"
        
        worklogs = execute_query(query, tuple(params))
        
        # Get customer list for filter dropdown
        customers_query = """
            SELECT DISTINCT c.id, c.name
            FROM customers c
            INNER JOIN tticket_tickets t ON t.customer_id = c.id
            INNER JOIN tticket_worklog w ON w.ticket_id = t.id
            WHERE w.status = %s
            ORDER BY c.name
        """
        customers = execute_query(customers_query, (status,))
        
        # Calculate totals
        total_hours = sum(float(w['hours']) for w in worklogs)
        total_billable = sum(
            float(w['hours']) 
            for w in worklogs 
            if w['billing_method'] == 'invoice'
        )
        
        return templates.TemplateResponse(
            "ticket/frontend/worklog_review.html",
            {
                "request": request,
                "worklogs": worklogs,
                "customers": customers,
                "selected_customer_id": customer_id,
                "selected_status": status,
                "total_hours": total_hours,
                "total_billable_hours": total_billable,
                "total_entries": len(worklogs)
            }
        )
        
    except Exception as e:
        logger.error(f"❌ Failed to load worklog review page: {e}")
        raise HTTPException(status_code=500, detail=str(e))


@router.post("/worklog/{worklog_id}/approve")
async def approve_worklog_entry(
    worklog_id: int,
    redirect_to: Optional[str] = Form(default="/ticket/worklog/review")
):
    """
    Approve single worklog entry (change status draft → billable)
    
    Form params:
        redirect_to: URL to redirect after approval
    """
    try:
        # Handle Sag Module Entries (Negative IDs)
        if worklog_id < 0:
            tm_id = abs(worklog_id)
            update_query = "UPDATE tmodule_times SET status = 'approved' WHERE id = %s AND status = 'pending'"
            execute_update(update_query, (tm_id,))
            logger.info(f"✅ Approved Sag time entry {tm_id}")
            return RedirectResponse(url=redirect_to, status_code=303)

        # Check entry exists and is draft
        check_query = """
            SELECT id, status, billing_method 
            FROM tticket_worklog 
            WHERE id = %s
        """
        entry = execute_query_single(check_query, (worklog_id,))
        
        if not entry:
            raise HTTPException(status_code=404, detail="Worklog entry not found")
        
        if entry['status'] != 'draft':
            raise HTTPException(
                status_code=400, 
                detail=f"Cannot approve entry with status '{entry['status']}'"
            )
        
        # Approve entry
        update_query = """
            UPDATE tticket_worklog 
            SET status = 'billable',
                updated_at = CURRENT_TIMESTAMP
            WHERE id = %s
        """
        execute_update(update_query, (worklog_id,))
        
        logger.info(f"✅ Approved worklog entry {worklog_id}")
        
        return RedirectResponse(url=redirect_to, status_code=303)
        
    except HTTPException:
        raise
    except Exception as e:
        logger.error(f"❌ Failed to approve worklog entry: {e}")
        raise HTTPException(status_code=500, detail=str(e))


@router.post("/worklog/{worklog_id}/reject")
async def reject_worklog_entry(
    worklog_id: int,
    reason: Optional[str] = Form(default=None),
    redirect_to: Optional[str] = Form(default="/ticket/worklog/review")
):
    """
    Reject single worklog entry (change status draft → rejected)
    
    Form params:
        reason: Rejection reason (optional)
        redirect_to: URL to redirect after rejection
    """
    try:
        # Check entry exists and is draft
        check_query = """
            SELECT id, status 
            FROM tticket_worklog 
            WHERE id = %s
        """
        entry = execute_query_single(check_query, (worklog_id,))
        
        if not entry:
            raise HTTPException(status_code=404, detail="Worklog entry not found")
        
        if entry['status'] != 'draft':
            raise HTTPException(
                status_code=400, 
                detail=f"Cannot reject entry with status '{entry['status']}'"
            )
        
        # Reject entry (store reason in description)
        update_query = """
            UPDATE tticket_worklog 
            SET status = 'rejected',
                description = COALESCE(description, '') || 
                    CASE WHEN %s IS NOT NULL 
                    THEN E'\n\n[REJECTED: ' || %s || ']' 
                    ELSE E'\n\n[REJECTED]' 
                    END,
                updated_at = CURRENT_TIMESTAMP
            WHERE id = %s
        """
        execute_update(update_query, (reason, reason, worklog_id))
        
        logger.info(f"❌ Rejected worklog entry {worklog_id}" + (f": {reason}" if reason else ""))
        
        return RedirectResponse(url=redirect_to, status_code=303)
        
    except HTTPException:
        raise
    except Exception as e:
        logger.error(f"❌ Failed to reject worklog entry: {e}")
        raise HTTPException(status_code=500, detail=str(e))


@router.get("/tickets/new", response_class=HTMLResponse)
async def new_ticket_page(request: Request):
    """
    New ticket creation page with multi-step wizard
    """
    return templates.TemplateResponse("ticket/frontend/ticket_new.html", {"request": request})


def _get_technician_dashboard_data(technician_user_id: int) -> Dict[str, Any]:
    """Collect live data slices for technician-focused dashboard variants."""
    user_query = """
        SELECT user_id, COALESCE(full_name, username, CONCAT('Bruger #', user_id::text)) AS display_name
        FROM users
        WHERE user_id = %s
        LIMIT 1
    """
    user_result = execute_query(user_query, (technician_user_id,))
    technician_name = user_result[0]["display_name"] if user_result else f"Bruger #{technician_user_id}"

    new_cases_query = """
        SELECT
            s.id,
            s.titel,
            s.status,
            s.created_at,
            s.deadline,
            COALESCE(c.name, 'Ukendt kunde') AS customer_name
        FROM sag_sager s
        LEFT JOIN customers c ON c.id = s.customer_id
        WHERE s.deleted_at IS NULL
          AND s.status = 'åben'
        ORDER BY s.created_at DESC
        LIMIT 12
    """
    new_cases = execute_query(new_cases_query)

    my_cases_query = """
        SELECT
            s.id,
            s.titel,
            s.status,
            s.created_at,
            s.deadline,
            COALESCE(c.name, 'Ukendt kunde') AS customer_name
        FROM sag_sager s
        LEFT JOIN customers c ON c.id = s.customer_id
        WHERE s.deleted_at IS NULL
          AND s.ansvarlig_bruger_id = %s
          AND s.status <> 'lukket'
        ORDER BY s.created_at DESC
        LIMIT 12
    """
    my_cases = execute_query(my_cases_query, (technician_user_id,))

    today_tasks_query = """
        SELECT
            'case' AS item_type,
            s.id AS item_id,
            s.titel AS title,
            s.status,
            s.deadline AS due_at,
            s.created_at,
            COALESCE(c.name, 'Ukendt kunde') AS customer_name,
            NULL::text AS priority,
            'Sag deadline i dag' AS task_reason
        FROM sag_sager s
        LEFT JOIN customers c ON c.id = s.customer_id
        WHERE s.deleted_at IS NULL
          AND s.ansvarlig_bruger_id = %s
          AND s.status <> 'lukket'
          AND s.deadline = CURRENT_DATE

        UNION ALL

        SELECT
            'ticket' AS item_type,
            t.id AS item_id,
            t.subject AS title,
            t.status,
            NULL::date AS due_at,
            t.created_at,
            COALESCE(c.name, 'Ukendt kunde') AS customer_name,
            COALESCE(t.priority, 'normal') AS priority,
            'Ticket oprettet i dag' AS task_reason
        FROM tticket_tickets t
        LEFT JOIN customers c ON c.id = t.customer_id
        WHERE t.assigned_to_user_id = %s
          AND t.status IN ('open', 'in_progress', 'pending_customer')
          AND DATE(t.created_at) = CURRENT_DATE

        ORDER BY created_at DESC
        LIMIT 12
    """
    today_tasks = execute_query(today_tasks_query, (technician_user_id, technician_user_id))

    urgent_overdue_query = """
        SELECT
            'case' AS item_type,
            s.id AS item_id,
            s.titel AS title,
            s.status,
            s.deadline AS due_at,
            s.created_at,
            COALESCE(c.name, 'Ukendt kunde') AS customer_name,
            NULL::text AS priority,
            'Over deadline' AS attention_reason
        FROM sag_sager s
        LEFT JOIN customers c ON c.id = s.customer_id
        WHERE s.deleted_at IS NULL
          AND s.status <> 'lukket'
          AND s.deadline IS NOT NULL
          AND s.deadline < CURRENT_DATE

        UNION ALL

        SELECT
            'ticket' AS item_type,
            t.id AS item_id,
            t.subject AS title,
            t.status,
            NULL::date AS due_at,
            t.created_at,
            COALESCE(c.name, 'Ukendt kunde') AS customer_name,
            COALESCE(t.priority, 'normal') AS priority,
            CASE
                WHEN t.priority = 'urgent' THEN 'Urgent prioritet'
                ELSE 'Høj prioritet'
            END AS attention_reason
        FROM tticket_tickets t
        LEFT JOIN customers c ON c.id = t.customer_id
        WHERE t.status IN ('open', 'in_progress', 'pending_customer')
          AND COALESCE(t.priority, '') IN ('urgent', 'high')
          AND (t.assigned_to_user_id = %s OR t.assigned_to_user_id IS NULL)

        ORDER BY created_at DESC
        LIMIT 15
    """
    urgent_overdue = execute_query(urgent_overdue_query, (technician_user_id,))

    opportunities_query = """
        SELECT
            s.id,
            s.titel,
            s.status,
            s.pipeline_amount,
            s.pipeline_probability,
            ps.name AS pipeline_stage,
            s.deadline,
            s.created_at,
            COALESCE(c.name, 'Ukendt kunde') AS customer_name
        FROM sag_sager s
        LEFT JOIN customers c ON c.id = s.customer_id
        LEFT JOIN pipeline_stages ps ON ps.id = s.pipeline_stage_id
        WHERE s.deleted_at IS NULL
          AND s.ansvarlig_bruger_id = %s
          AND (
              s.template_key = 'pipeline'
              OR EXISTS (
                  SELECT 1
                  FROM entity_tags et
                  JOIN tags t ON t.id = et.tag_id
                  WHERE et.entity_type = 'case'
                    AND et.entity_id = s.id
                    AND LOWER(t.name) = 'pipeline'
              )
              OR EXISTS (
                  SELECT 1
                  FROM sag_tags st
                  WHERE st.sag_id = s.id
                    AND st.deleted_at IS NULL
                    AND LOWER(st.tag_navn) = 'pipeline'
              )
          )
        ORDER BY s.created_at DESC
        LIMIT 12
    """
    my_opportunities = execute_query(opportunities_query, (technician_user_id,))

    # Get user's group IDs
    user_groups_query = """
        SELECT group_id
        FROM user_groups
        WHERE user_id = %s
    """
    user_groups = execute_query(user_groups_query, (technician_user_id,)) or []
    user_group_ids = [g["group_id"] for g in user_groups]

    # Get group cases (cases assigned to user's groups)
    group_cases = []
    if user_group_ids:
        group_cases_query = """
            SELECT
                s.id,
                s.titel,
                s.status,
                s.created_at,
                s.deadline,
                s.assigned_group_id,
                g.name AS group_name,
                COALESCE(c.name, 'Ukendt kunde') AS customer_name
            FROM sag_sager s
            LEFT JOIN customers c ON c.id = s.customer_id
            LEFT JOIN groups g ON g.id = s.assigned_group_id
            WHERE s.deleted_at IS NULL
              AND s.assigned_group_id = ANY(%s)
              AND s.status <> 'lukket'
            ORDER BY s.created_at DESC
            LIMIT 20
        """
        group_cases = execute_query(group_cases_query, (user_group_ids,))

    return {
        "technician_user_id": technician_user_id,
        "technician_name": technician_name,
        "new_cases": new_cases or [],
        "my_cases": my_cases or [],
        "today_tasks": today_tasks or [],
        "urgent_overdue": urgent_overdue or [],
        "my_opportunities": my_opportunities or [],
        "group_cases": group_cases or [],
        "kpis": {
            "new_cases_count": len(new_cases or []),
            "my_cases_count": len(my_cases or []),
            "today_tasks_count": len(today_tasks or []),
            "urgent_overdue_count": len(urgent_overdue or []),
            "my_opportunities_count": len(my_opportunities or []),
            "group_cases_count": len(group_cases or [])
        }
    }


def _is_user_in_technician_group(user_id: int) -> bool:
    groups_query = """
        SELECT LOWER(g.name) AS group_name
        FROM user_groups ug
        JOIN groups g ON g.id = ug.group_id
        WHERE ug.user_id = %s
    """
    groups = execute_query(groups_query, (user_id,)) or []
    return any(
        "teknik" in (g.get("group_name") or "") or "technician" in (g.get("group_name") or "")
        for g in groups
    )


@router.get("/dashboard/technician", response_class=HTMLResponse)
async def technician_dashboard_selector(
    request: Request,
    technician_user_id: int = 1
):
    """Technician dashboard landing page with 3 variants to choose from."""
    try:
        # Always use logged-in user, ignore query param
        logged_in_user_id = getattr(request.state, "user_id", 1)
        context = _get_technician_dashboard_data(logged_in_user_id)
        return templates.TemplateResponse(
            "ticket/frontend/technician_dashboard_selector.html",
            {
                "request": request,
                **context
            }
        )
    except Exception as e:
        logger.error(f"❌ Failed to load technician dashboard selector: {e}", exc_info=True)
        raise HTTPException(status_code=500, detail=str(e))


@router.get("/dashboard/technician/v1", response_class=HTMLResponse)
async def technician_dashboard_v1(
    request: Request,
    technician_user_id: int = 1
):
    """Variant 1: KPI + card overview layout."""
    try:
        # Always use logged-in user, ignore query param
        logged_in_user_id = getattr(request.state, "user_id", 1)
        context = _get_technician_dashboard_data(logged_in_user_id)
        return templates.TemplateResponse(
            "ticket/frontend/mockups/tech_v1_overview.html",
            {
                "request": request,
                **context
            }
        )
    except Exception as e:
        logger.error(f"❌ Failed to load technician dashboard v1: {e}", exc_info=True)
        raise HTTPException(status_code=500, detail=str(e))


@router.get("/dashboard/technician/v2", response_class=HTMLResponse)
async def technician_dashboard_v2(
    request: Request,
    technician_user_id: int = 1
):
    """Variant 2: Workboard columns by focus areas."""
    try:
        # Always use logged-in user, ignore query param
        logged_in_user_id = getattr(request.state, "user_id", 1)
        context = _get_technician_dashboard_data(logged_in_user_id)
        return templates.TemplateResponse(
            "ticket/frontend/mockups/tech_v2_workboard.html",
            {
                "request": request,
                **context
            }
        )
    except Exception as e:
        logger.error(f"❌ Failed to load technician dashboard v2: {e}", exc_info=True)
        raise HTTPException(status_code=500, detail=str(e))


@router.get("/dashboard/technician/v3", response_class=HTMLResponse)
async def technician_dashboard_v3(
    request: Request,
    technician_user_id: int = 1
):
    """Variant 3: Dense table-first layout for power users."""
    try:
        # Always use logged-in user, ignore query param
        logged_in_user_id = getattr(request.state, "user_id", 1)
        context = _get_technician_dashboard_data(logged_in_user_id)
        return templates.TemplateResponse(
            "ticket/frontend/mockups/tech_v3_table_focus.html",
            {
                "request": request,
                **context
            }
        )
    except Exception as e:
        logger.error(f"❌ Failed to load technician dashboard v3: {e}", exc_info=True)
        raise HTTPException(status_code=500, detail=str(e))


@router.get("/dashboard", response_class=HTMLResponse)
async def ticket_dashboard(request: Request):
    """
    Ticket system dashboard with statistics
    """
    try:
        current_user_id = getattr(request.state, "user_id", None)
        if current_user_id and _is_user_in_technician_group(int(current_user_id)):
            return RedirectResponse(
                url=f"/ticket/dashboard/technician/v1?technician_user_id={int(current_user_id)}",
                status_code=302
            )

        # Get ticket statistics
        stats_query = """
            SELECT 
                COUNT(*) FILTER (WHERE status = 'open') AS open_count,
                COUNT(*) FILTER (WHERE status = 'in_progress') AS in_progress_count,
                COUNT(*) FILTER (WHERE status = 'pending_customer') AS pending_count,
                COUNT(*) FILTER (WHERE status = 'resolved') AS resolved_count,
                COUNT(*) FILTER (WHERE status = 'closed') AS closed_count,
                COUNT(*) AS total_count
            FROM tticket_tickets
        """
        stats_result = execute_query(stats_query)
        stats = stats_result[0] if stats_result else {}
        
        # Get recent tickets
        recent_query = """
            SELECT 
                t.id,
                t.ticket_number,
                t.subject,
                t.status,
                t.priority,
                t.created_at,
                c.name AS customer_name
            FROM tticket_tickets t
            LEFT JOIN customers c ON c.id = t.customer_id
            ORDER BY t.created_at DESC
            LIMIT 10
        """
        recent_tickets = execute_query(recent_query)
        
        # Get worklog statistics
        worklog_stats_query = """
            SELECT 
                COUNT(*) FILTER (WHERE status = 'draft') AS draft_count,
                COALESCE(SUM(hours) FILTER (WHERE status = 'draft'), 0) AS draft_hours,
                COUNT(*) FILTER (WHERE status = 'billable') AS billable_count,
                COALESCE(SUM(hours) FILTER (WHERE status = 'billable'), 0) AS billable_hours
            FROM tticket_worklog
        """
        worklog_stats_result = execute_query(worklog_stats_query)
        worklog_stats = worklog_stats_result[0] if worklog_stats_result else {}
        
        return templates.TemplateResponse(
            "ticket/frontend/dashboard.html",
            {
                "request": request,
                "stats": stats,
                "recent_tickets": recent_tickets or [],
                "worklog_stats": worklog_stats
            }
        )
        
    except Exception as e:
        logger.error(f"❌ Failed to load dashboard: {e}", exc_info=True)
        raise HTTPException(status_code=500, detail=str(e))


@router.get("/tickets", response_class=HTMLResponse)
async def ticket_list_page(
    request: Request,
    status: Optional[str] = None,
    priority: Optional[str] = None,
    customer_id: Optional[int] = None,
    search: Optional[str] = None
):
    """
    Ticket list page with filters
    """
    try:
        # Build query with filters
        query = """
            SELECT 
                t.id,
                t.ticket_number,
                t.subject,
                t.status,
                t.priority,
                t.created_at,
                t.updated_at,
                c.name AS customer_name,
                u.username AS assigned_to_name,
                (SELECT COUNT(*) FROM tticket_comments WHERE ticket_id = t.id) AS comment_count,
                (SELECT COUNT(*) FROM tticket_worklog WHERE ticket_id = t.id) AS worklog_count
            FROM tticket_tickets t
            LEFT JOIN customers c ON c.id = t.customer_id
            LEFT JOIN users u ON u.user_id = t.assigned_to_user_id
            WHERE 1=1
        """
        
        params = []
        
        if status:
            query += " AND t.status = %s"
            params.append(status)
        
        if priority:
            query += " AND t.priority = %s"
            params.append(priority)
        
        if customer_id:
            query += " AND t.customer_id = %s"
            params.append(customer_id)
        
        if search:
            query += " AND (t.subject ILIKE %s OR t.description ILIKE %s OR t.ticket_number ILIKE %s)"
            search_pattern = f"%{search}%"
            params.extend([search_pattern, search_pattern, search_pattern])
        
        query += " ORDER BY t.created_at DESC LIMIT 100"
        
        tickets = execute_query(query, tuple(params)) if params else execute_query(query)
        
        # Get filter options
        customers = execute_query(
            """SELECT DISTINCT c.id, c.name 
               FROM customers c 
               INNER JOIN tticket_tickets t ON t.customer_id = c.id 
               ORDER BY c.name"""
        )
        
        return templates.TemplateResponse(
            "ticket/frontend/ticket_list.html",
            {
                "request": request,
                "tickets": tickets,
                "customers": customers,
                "selected_status": status,
                "selected_priority": priority,
                "selected_customer_id": customer_id,
                "search_query": search
            }
        )
        
    except Exception as e:
        logger.error(f"❌ Failed to load ticket list: {e}")
        raise HTTPException(status_code=500, detail=str(e))


@router.get("/archived", response_class=HTMLResponse)
async def archived_ticket_list_page(
    request: Request,
    search: Optional[str] = None,
    organization: Optional[str] = None,
    contact: Optional[str] = None,
    date_from: Optional[str] = None,
    date_to: Optional[str] = None
):
    """
    Archived ticket list page (Simply-CRM import)
    """
    try:
        query = """
            SELECT
                id,
                ticket_number,
                title,
                organization_name,
                contact_name,
                email_from,
                time_spent_hours,
                status,
                priority,
                source_created_at,
                description,
                solution,
                (
                    SELECT COUNT(*)
                    FROM tticket_archived_messages m
                    WHERE m.archived_ticket_id = t.id
                ) AS message_count
            FROM tticket_archived_tickets t
            WHERE 1=1
        """
        params = []

        if search:
            query += """
                AND (
                    t.ticket_number ILIKE %s
                    OR t.title ILIKE %s
                    OR t.description ILIKE %s
                    OR t.solution ILIKE %s
                    OR EXISTS (
                        SELECT 1
                        FROM tticket_archived_messages m
                        WHERE m.archived_ticket_id = t.id
                          AND m.body ILIKE %s
                    )
                )
            """
            search_pattern = f"%{search}%"
            params.extend([search_pattern] * 5)

        if organization:
            query += " AND t.organization_name ILIKE %s"
            params.append(f"%{organization}%")

        if contact:
            query += " AND t.contact_name ILIKE %s"
            params.append(f"%{contact}%")

        if date_from:
            query += " AND t.source_created_at >= %s"
            params.append(date_from)

        if date_to:
            query += " AND t.source_created_at <= %s"
            params.append(date_to)

        query += " ORDER BY t.source_created_at DESC NULLS LAST, t.imported_at DESC LIMIT 200"

        tickets = execute_query(query, tuple(params)) if params else execute_query(query)

        return templates.TemplateResponse(
            "ticket/frontend/archived_ticket_list.html",
            {
                "request": request,
                "tickets": tickets,
                "search_query": search,
                "organization_query": organization,
                "contact_query": contact,
                "date_from": date_from,
                "date_to": date_to
            }
        )

    except Exception as e:
        logger.error(f"❌ Failed to load archived ticket list: {e}")
        raise HTTPException(status_code=500, detail=str(e))


@router.get("/archived/{archived_ticket_id}", response_class=HTMLResponse)
async def archived_ticket_detail_page(request: Request, archived_ticket_id: int):
    """
    Archived ticket detail page with messages
    """
    try:
        ticket = execute_query_single(
            "SELECT * FROM tticket_archived_tickets WHERE id = %s",
            (archived_ticket_id,)
        )

        if not ticket:
            raise HTTPException(status_code=404, detail="Archived ticket not found")

        messages = execute_query(
            """
            SELECT * FROM tticket_archived_messages
            WHERE archived_ticket_id = %s
            ORDER BY source_created_at ASC NULLS LAST, imported_at ASC
            """,
            (archived_ticket_id,)
        )

        formatted_messages = []
        for message in messages or []:
            formatted = dict(message)
            body_value = message.get("body") or ""
            body_html = _format_long_text(body_value)
            if body_value and not body_html:
                body_html = f"<p>{html.escape(body_value)}</p>"
            formatted["body_html"] = body_html
            formatted_messages.append(formatted)

        description_value = ticket.get("description") or ""
        description_html = _format_long_text(description_value)
        if description_value and not description_html:
            description_html = f"<p>{html.escape(description_value)}</p>"

        solution_value = ticket.get("solution") or ""
        solution_html = _format_long_text(solution_value)
        if solution_value and not solution_html:
            solution_html = f"<p>{html.escape(solution_value)}</p>"

        return templates.TemplateResponse(
            "ticket/frontend/archived_ticket_detail.html",
            {
                "request": request,
                "ticket": ticket,
                "messages": formatted_messages,
                "description_html": description_html,
                "solution_html": solution_html
            }
        )

    except HTTPException:
        raise
    except Exception as e:
        logger.error(f"❌ Failed to load archived ticket detail: {e}")
        raise HTTPException(status_code=500, detail=str(e))


@router.get("/tickets/{ticket_id}", response_class=HTMLResponse)
async def ticket_detail_page(request: Request, ticket_id: int):
    """
    Ticket detail page with comments and worklog
    """
    try:
        # Get ticket details
        ticket_query = """
            SELECT 
                t.*,
                c.name AS customer_name,
                c.email AS customer_email,
                u.username AS assigned_to_name
            FROM tticket_tickets t
            LEFT JOIN customers c ON c.id = t.customer_id
            LEFT JOIN users u ON u.user_id = t.assigned_to_user_id
            WHERE t.id = %s
        """
        ticket = execute_query_single(ticket_query, (ticket_id,))
        
        if not ticket:
            raise HTTPException(status_code=404, detail="Ticket not found")
        
        # Get comments
        comments_query = """
            SELECT 
                c.*,
                u.username AS user_name
            FROM tticket_comments c
            LEFT JOIN users u ON u.user_id = c.user_id
            WHERE c.ticket_id = %s
            ORDER BY c.created_at ASC
        """
        comments = execute_query(comments_query, (ticket_id,))
        
        # Get worklog
        worklog_query = """
            SELECT 
                w.*,
                u.username AS user_name
            FROM tticket_worklog w
            LEFT JOIN users u ON u.user_id = w.user_id
            WHERE w.ticket_id = %s
            ORDER BY w.work_date DESC, w.created_at DESC
        """
        worklog = execute_query(worklog_query, (ticket_id,))
        
        # Get attachments
        attachments_query = """
            SELECT * FROM tticket_attachments
            WHERE ticket_id = %s
            ORDER BY created_at DESC
        """
        attachments = execute_query(attachments_query, (ticket_id,))
        
        return templates.TemplateResponse(
            "ticket/frontend/ticket_detail.html",
            {
                "request": request,
                "ticket": ticket,
                "comments": comments,
                "worklog": worklog,
                "attachments": attachments
            }
        )
        
    except HTTPException:
        raise
    except Exception as e:
        logger.error(f"❌ Failed to load ticket detail: {e}")
        raise HTTPException(status_code=500, detail=str(e))


# Catch-all: other ticket routes redirect to /sag
@router.get("/{path:path}", include_in_schema=False)
async def ticket_catchall_redirect(path: str):
    return RedirectResponse(url="/sag", status_code=302)