import { useCallback, createContext, useContext, ReactNode } from 'react';
import { environment } from '../environments/environment.ts';
import { useHttpService } from './HttpService.tsx';
import { announceSupportTicketRaised } from '../utils/supportTicketRaised.ts';

/**
 * SUPPORT TICKETS - the escalation out of the in-product assistant.
 *
 * Spencer, 2026-09-08: *"we haven't built the support ticket form yet. Go ahead and build the
 * support ticket form and the link to switch to it within the ai assistant overlay and I'll have
 * toncy wire it up once it's built."*
 *
 * NOT FRESHDESK. There is no Freshdesk tenant, embed or URL anywhere in this client - the earlier
 * header tab that opened one was removed, and the only trace left is a comment explaining why. The
 * ticket system is Akashic's own, operated from `codemonkeys.akashic.health`, and this is the client
 * half of it.
 *
 * THE SERVER SIDE NOW EXISTS. The request below is the whole contract: one POST, a body with five
 * fields, and a ticket id and reference back - never the whole ticket, so a caller must not build one
 * out of this response.
 *
 *     POST {fhirIdentityApi}/support/tickets
 *     { subject, body, workspace, route, lastQuestion? }  ->  { ticketId, reference }
 *
 * WHY `fhirIdentityApi`: a ticket is raised BY a person and about their account, not about a
 * patient's clinical record, so it belongs with the identity-scoped routes (proofing, related-person,
 * payment) rather than on the clinical host. The server derives who is asking from the caller's own
 * auth context - the body never carries an identity, exactly as the proofing routes never do.
 *
 * NOTHING CLINICAL TRAVELS. The context attached is where the person was and what they last asked
 * the assistant - a route and their own words. It is deliberately NOT a page capture: a support
 * ticket that scrapes the screen would carry another patient's name off a receptionist's queue the
 * first time somebody at a front desk raised one.
 */

const API_URL = environment.fhirIdentityApi;

export type SupportTicketDraft = {
    /** One line, the reader's own summary. Required - a ticket with no subject cannot be triaged. */
    subject: string;
    /** What happened, in their words. */
    body: string;
    /**
     * The surface they were on when they asked, in the product's terms rather than a URL - "the
     * patient portal", "the front desk". Support reads this before anything else.
     */
    workspace: string;
    /** The in-app route, so support can open the same screen rather than asking which one it was. */
    route: string;
    /**
     * The last thing they asked the assistant, when there was one. This is the single most useful
     * field on the form and the reader never types it: somebody escalates BECAUSE the assistant did
     * not answer, so the question that failed is the question support needs.
     */
    lastQuestion?: string;
};

export type SupportTicketReceipt = {
    ticketId: string;
    /** The human reference to quote back - "AKS-1042". */
    reference: string;
};

export const useSupportTicketService = () => {
    const { post } = useHttpService();

    const submitSupportTicket = useCallback(
        async (draft: SupportTicketDraft): Promise<SupportTicketReceipt> => {
            const receipt = await post<SupportTicketReceipt>(`${API_URL}/support/tickets`, draft);
            announceSupportTicketRaised();
            return receipt;
        },
        [post],
    );

    return { submitSupportTicket };
};

const SupportTicketServiceContext = createContext<
    ReturnType<typeof useSupportTicketService> | undefined
>(undefined);

export const SupportTicketServiceProvider = ({ children }: { children: ReactNode }) => {
    const value = useSupportTicketService();
    return (
        <SupportTicketServiceContext.Provider value={value}>
            {children}
        </SupportTicketServiceContext.Provider>
    );
};

export const useSupportTicketServiceContext = () => {
    const context = useContext(SupportTicketServiceContext);
    if (!context) {
        throw new Error(
            'useSupportTicketServiceContext must be used within a SupportTicketServiceProvider',
        );
    }
    return context;
};