from typing import Literal, Optional

from pydantic import BaseModel, ConfigDict, Field
from pydantic.alias_generators import to_camel


class CamelModel(BaseModel):
    model_config = ConfigDict(
        alias_generator=to_camel,
        populate_by_name=True,
        serialize_by_alias=True,
    )


class Source(CamelModel):
    title: str
    url: Optional[str] = None


class ColleagueCase(CamelModel):
    summary: str
    outcome: str


class TicketDraft(CamelModel):
    title: str
    description: str
    system: str
    priority: str


class ResponsePackage(CamelModel):
    recommendation: str = ""
    steps: list[str] = Field(default_factory=list)
    sources: list[Source] = Field(default_factory=list)
    colleague_cases: Optional[list[ColleagueCase]] = None
    warning: Optional[str] = None
    why_suggested: Optional[str] = None
    ticket_draft: Optional[TicketDraft] = None
    confidence: float = 0
    system: Optional[str] = None


class AssistantResult(CamelModel):
    text: str
    package: Optional[ResponsePackage] = None
    is_simple: bool = False
    needs_clarification: bool = False
    create_ticket: bool = False


class ConversationTurn(CamelModel):
    role: Literal["user", "assistant"]
    text: str


class ChatRequest(CamelModel):
    message: str
    is_first_message: bool = False
    conversation: list[ConversationTurn] = Field(default_factory=list)


class FeedbackRequest(CamelModel):
    message_id: str
    helped: bool
    query: str = ""
    system: Optional[str] = None
    confidence: float = 0


class AnalyticsSummary(CamelModel):
    total_feedback: int
    helped_count: int
    not_helped_count: int
    deflection_rate: float


class NotificationItem(CamelModel):
    id: str
    title: str
    text: str
    created_at: str
    read: bool = False
    link_tab: Optional[Literal["vitrina", "appeals", "catalog"]] = None


class UserProfile(CamelModel):
    first_name: str
    patronymic: str
    last_name: str
    position: str
    department: str


class AppealComment(CamelModel):
    id: str
    author: str
    text: str
    date: str
    is_support: bool


AppealStatus = Literal["new", "in_progress", "waiting", "resolved", "closed"]
AppealPriority = Literal["critical", "high", "medium", "low"]


class Appeal(CamelModel):
    id: str
    number: str
    title: str
    system: str
    status: AppealStatus
    status_label: str
    next_step: str
    priority: AppealPriority
    priority_label: str
    created_at: str
    updated_at: str
    assignee: Optional[str] = None
    description: str
    resolution: Optional[str] = None
    comments: list[AppealComment] = Field(default_factory=list)


class CreateAppealRequest(CamelModel):
    title: str
    description: str
    system: str
    priority: str = "Средний"


class ServiceItem(CamelModel):
    id: str
    title: str
    category: str
    system: str
    description: str
    sla: str