<?php
require_once __DIR__ . '/includes/bootstrap.php';

$user = current_user();
$pdo = get_db();
$departments = departments_for_select($pdo);
$priorities  = $pdo->query('SELECT * FROM priorities ORDER BY sort_order')->fetchAll();
$helpTopics  = help_topic_options($pdo, true);
$useHelpTopics = count($helpTopics) > 0;
// Ohne Hilfe-Themen gibt es keine Themenauswahl auf dem Formular, daher nur themenunabhängige Felder anzeigen.
$customFields = $useHelpTopics
    ? $pdo->query('SELECT * FROM custom_fields WHERE is_active = 1 AND department_id IS NULL ORDER BY sort_order, label')->fetchAll()
    : $pdo->query('SELECT * FROM custom_fields WHERE is_active = 1 AND department_id IS NULL AND help_topic_id IS NULL ORDER BY sort_order, label')->fetchAll();

// Abteilungen mit eigenem Formular: Texte und Felder (erscheinen nur, wenn der Kunde diese Abteilung wählt)
$deptForms = [];
foreach ($departments as $d) {
    $df = department_form($pdo, (int) $d['id']);
    if ($df) {
        $deptForms[(int) $d['id']] = $df;
    }
}
$topicDept = [];
foreach ($helpTopics as $t) $topicDept[(int) $t['id']] = (int) $t['department_id'];

$errors = [];

if ($_SERVER['REQUEST_METHOD'] === 'POST') {
    verify_csrf();

    // Honeypot: für Menschen unsichtbares Feld, das leer bleiben muss. Bots füllen
    // häufig alle Formularfelder aus, daher dient dies als einfache Spam-Bremse.
    if (!empty($_POST['website'])) {
        flash('error', 'Es ist ein Fehler aufgetreten. Bitte versuchen Sie es erneut.');
        redirect('/ticket_new.php');
    }
    if (!$user && !rate_limit_check('ticket_create', client_ip(), 8, 60)) {
        $errors[] = 'Sie haben in kurzer Zeit zu viele Tickets erstellt. Bitte versuchen Sie es später erneut.';
    }

    $name    = trim($_POST['name'] ?? ($user['name'] ?? ''));
    $email   = trim($_POST['email'] ?? ($user['email'] ?? ''));
    $subject = trim($_POST['subject'] ?? '');
    $message = trim($_POST['message'] ?? '');

    // Gesperrte Absender: Ticket wird wie beim Honeypot kommentarlos abgewiesen,
    // damit nicht erkennbar ist, dass die Adresse gezielt blockiert wurde.
    if ($email !== '' && is_banned($email)) {
        flash('error', 'Es ist ein Fehler aufgetreten. Bitte versuchen Sie es erneut.');
        redirect('/ticket_new.php');
    }

    $helpTopicId = null;
    $deptId = null;
    $prioId = null;

    if ($useHelpTopics) {
        $helpTopicId = (int) ($_POST['help_topic_id'] ?? 0);
        $topic = null;
        foreach ($helpTopics as $t) {
            if ($t['id'] == $helpTopicId) { $topic = $t; break; }
        }
        if (!$topic) {
            $errors[] = 'Bitte wählen Sie ein Anliegen aus.';
        } else {
            $deptId = (int) $topic['department_id'];
            $prioId = (int) $topic['priority_id'];
        }
    } else {
        $deptId = (int) ($_POST['department_id'] ?? 0);
        $prioId = (int) ($_POST['priority_id'] ?? 0);
        if (!in_array($deptId, array_column($departments, 'id'))) $errors[] = 'Bitte wählen Sie eine Abteilung.';
        if (!in_array($prioId, array_column($priorities, 'id'))) $errors[] = 'Bitte wählen Sie eine Priorität.';
    }

    // Eigenes Formular der gewählten Abteilung: ersetzt Betreff-/Feld-/Anhang-Vorgaben des Standardformulars
    $ownForm = $deptId ? ($deptForms[(int) $deptId] ?? null) : null;
    if ($ownForm && !$ownForm['subject_show']) $subject = 'Anfrage ' . $ownForm['department_name'];
    if ($ownForm && !$ownForm['message_show']) {
        // Ohne Beschreibungsfeld besteht der Ticket-Text aus den Angaben der eigenen Felder
        $lines = [];
        foreach ($ownForm['fields'] as $ff) {
            $raw = $ff['field_type'] === 'checkbox' ? (!empty($_POST['custom_' . $ff['id']]) ? 'Ja' : 'Nein') : trim((string) ($_POST['custom_' . $ff['id']] ?? ''));
            if ($raw !== '') $lines[] = $ff['label'] . ': ' . $raw;
        }
        $message = $lines ? implode("\n", $lines) : 'Anfrage ohne weitere Angaben';
    }

    if ($name === '') $errors[] = 'Bitte geben Sie Ihren Namen an.';
    if (!filter_var($email, FILTER_VALIDATE_EMAIL)) $errors[] = 'Bitte geben Sie eine gültige E-Mail-Adresse an.';
    if ($subject === '') $errors[] = 'Bitte geben Sie einen Betreff an.';
    if ($message === '') $errors[] = 'Bitte beschreiben Sie Ihr Anliegen.';

    // Individuelle Felder validieren (nur Felder, die zum gewählten Hilfe-Thema gehören oder themenunabhängig sind)
    $customValues = []; // field id => submitted value
    foreach ($ownForm ? $ownForm['fields'] : $customFields as $f) {
        if (!$ownForm && ($f['department_id'] !== null || ($f['help_topic_id'] !== null && (int) $f['help_topic_id'] !== (int) $helpTopicId))) continue;
        $fieldName = 'custom_' . $f['id'];
        $val = $f['field_type'] === 'checkbox' ? (!empty($_POST[$fieldName]) ? '1' : '0') : trim($_POST[$fieldName] ?? '');
        if ($f['is_required'] && $f['field_type'] !== 'checkbox' && $val === '') {
            $errors[] = 'Bitte füllen Sie das Feld „' . $f['label'] . '“ aus.';
        }
        if ($f['is_required'] && $f['field_type'] === 'checkbox' && $val !== '1') {
            $errors[] = 'Bitte bestätigen Sie „' . $f['label'] . '“.';
        }
        if (in_array($f['field_type'], ['select', 'radio'], true) && $val !== '' && !in_array($val, array_map('trim', preg_split('/\r?\n/', (string) $f['options'])), true)) {
            $errors[] = 'Bitte wählen Sie bei „' . $f['label'] . '“ eine der angebotenen Möglichkeiten.';
            $val = '';
        }
        $customValues[$f['id']] = $val;
    }

    // Datei-Upload (optional, ein Anhang)
    $uploadInfo = null;
    if (!$errors && (!$ownForm || $ownForm['attachment_show']) && !empty($_FILES['attachment']['name'])) {
        $uploadInfo = handle_ticket_upload($_FILES['attachment']);
        if (isset($uploadInfo['error'])) {
            $errors[] = $uploadInfo['error'];
        }
    }

    if (!$errors) {
        // Ticket-Regeln auswerten: koennen Abteilung/Prioritaet/Hilfe-Thema vor dem Anlegen
        // ueberschreiben, das Ticket abweisen, oder nach dem Anlegen einen Mitarbeiter zuweisen/Tags setzen.
        $ruleResult = evaluate_ticket_rules($pdo, [
            'subject'         => $subject,
            'message'         => $message,
            'requester_email' => $email,
            'requester_name'  => $name,
            'source'          => 'web',
        ]);
        if ($ruleResult['reject']) {
            flash('error', 'Es ist ein Fehler aufgetreten. Bitte versuchen Sie es erneut.');
            redirect('/ticket_new.php');
        }
        if ($ruleResult['set_department'] !== null) $deptId = $ruleResult['set_department'];
        if ($ruleResult['set_priority'] !== null) $prioId = $ruleResult['set_priority'];
        if ($ruleResult['set_help_topic'] !== null) $helpTopicId = $ruleResult['set_help_topic'];

        $priority = null;
        foreach ($priorities as $p) {
            if ($p['id'] == $prioId) { $priority = $p; break; }
        }
        $sla = calc_sla_dates($priority, null, (int) $deptId, !empty($helpTopicId) ? (int) $helpTopicId : null);

        $stmt = $pdo->prepare(
            'INSERT INTO tickets (ticket_number, subject, user_id, requester_name, requester_email, department_id,
                help_topic_id, priority_id, status, source, requester_ip, first_response_due_at, resolution_due_at, created_at, updated_at)
             VALUES (?,?,?,?,?,?,?,?,?,?,?,?,?,?,?)'
        );
        $ticketNumber = generate_ticket_number($pdo);
        $now = db_now();
        // IP kürzen wenn Anonymisierung aktiv
        $clientIp = client_ip();
        if (get_setting('ip_anonymize', '0') === '1') {
            $clientIp = preg_replace('/\.(\d+)$/', '.0', $clientIp);
            $clientIp = preg_replace('/:[0-9a-f]{1,4}$/', ':0', $clientIp);
        }
        $stmt->execute([
            $ticketNumber, $subject, $user['id'] ?? null, $name, $email, $deptId,
            $helpTopicId, $prioId, 'open', 'web', $clientIp, $sla['first_response_due_at'], $sla['resolution_due_at'], $now, $now,
        ]);
        $ticketId = (int) $pdo->lastInsertId();

        $stmt = $pdo->prepare(
            'INSERT INTO ticket_threads (ticket_id, author_type, user_id, message, is_internal_note, created_at)
             VALUES (?,?,?,?,0,?)'
        );
        $stmt->execute([$ticketId, 'customer', $user['id'] ?? null, $message, $now]);
        $threadId = (int) $pdo->lastInsertId();

        if ($uploadInfo) {
            $stmt = $pdo->prepare(
                'INSERT INTO ticket_attachments (thread_id, original_name, stored_name, filesize, created_at) VALUES (?,?,?,?,?)'
            );
            $stmt->execute([$threadId, $uploadInfo['original_name'], $uploadInfo['stored_name'], $uploadInfo['filesize'], $now]);
        }

        if ($customValues) {
            $cfStmt = $pdo->prepare('INSERT INTO ticket_field_values (ticket_id, custom_field_id, value) VALUES (?,?,?)');
            foreach ($customValues as $fieldId => $val) {
                if ($val === '' ) continue;
                $cfStmt->execute([$ticketId, $fieldId, $val]);
            }
        }

        log_activity($pdo, $ticketId, null, 'Ticket erstellt');

        // Verbleibende Regel-Aktionen, die eine vorhandene Ticket-ID benötigen
        $assignTo = $ruleResult['assign_staff'];
        // Einstellung der Abteilung ("Neue Tickets automatisch zuweisen"): Ticket-Regel hat Vorrang, dann die Abteilung, dann der letzte Bearbeiter
        $deptAssignee = $assignTo === null ? department_auto_assignee($pdo, (int) $deptId) : null;
        if ($deptAssignee !== null) {
            $assignTo = $deptAssignee;
            log_activity($pdo, $ticketId, null, 'Automatisch zugewiesen (Einstellung der Abteilung)');
        } elseif ($assignTo === null) {
            // Auto-Zuweisung: war der Kunde schon mal einem Mitarbeiter zugewiesen?
            $prevStmt = $pdo->prepare(
                "SELECT assigned_staff_id FROM tickets
                 WHERE LOWER(requester_email) = LOWER(?)
                   AND assigned_staff_id IS NOT NULL
                   AND status NOT IN ('closed','resolved')
                   AND id != ?
                 ORDER BY updated_at DESC LIMIT 1"
            );
            $prevStmt->execute([$email, $ticketId]);
            $prevId = $prevStmt->fetchColumn();
            if ($prevId) {
                $assignTo = (int) $prevId;
                log_activity($pdo, $ticketId, null, 'Automatisch zugewiesen (letzter Bearbeiter)');
            }
        } else {
            log_activity($pdo, $ticketId, null, 'Automatisch zugewiesen (Ticket-Regel)');
        }
        if ($assignTo !== null) {
            $pdo->prepare('UPDATE tickets SET assigned_staff_id = ? WHERE id = ?')->execute([$assignTo, $ticketId]);
        }
        foreach ($ruleResult['add_tags'] as $tagName) {
            apply_tag_to_ticket($pdo, $ticketId, $tagName);
        }
        if ($ruleResult['matched_rules']) {
            log_activity($pdo, $ticketId, null, 'Ticket-Regel angewendet: ' . implode(', ', $ruleResult['matched_rules']));
        }
        apply_auto_reply($pdo, $ticketId, $ruleResult['auto_reply']);
        $closedByRule = apply_rule_close($pdo, $ticketId, $ruleResult);

        $deptStmt = $pdo->prepare('SELECT name, email FROM departments WHERE id = ?');
        $deptStmt->execute([$deptId]);
        $dept = $deptStmt->fetch();
        $ticketForNotify = [
            'ticket_number'    => $ticketNumber,
            'subject'          => $subject,
            'requester_name'   => $name,
            'requester_email'  => $email,
            'department_id'    => $deptId,
            'department_name'  => $dept['name'] ?? null,
        ];
        if (!$closedByRule) {
            notify_new_ticket_channels($ticketForNotify, $dept['email'] ?? null);
            notify_staff_new_ticket($ticketForNotify);
            webhook_dispatch($pdo, 'ticket.created', $ticketId);
            if (file_exists(__DIR__ . '/includes/push.php')) {
                require_once __DIR__ . '/includes/push.php';
                push_new_ticket($ticketForNotify);
            }
            notify_customer_ticket_created($ticketForNotify);
        }

        $_SESSION['guest_ticket_access'][$ticketNumber] = true;
        flash('success', "Ihr Ticket #{$ticketNumber} wurde erstellt. Wir melden uns so schnell wie möglich.");
        redirect('/ticket_view.php?n=' . urlencode($ticketNumber));
    }
}

// Ticket-Vorlagen: ?template=ID füllt das Formular vor (nur Vorlagen, die für Kunden sichtbar sind)
$ticketTemplates = [];
$activeTemplateId = 0;
try {
    $ticketTemplates = ticket_templates_list(get_db(), true);
    if ($_SERVER['REQUEST_METHOD'] !== 'POST' && (int) ($_GET['template'] ?? 0) > 0) {
        $tpl = ticket_template_get(get_db(), (int) $_GET['template'], true);
        if ($tpl) {
            $activeTemplateId = (int) $tpl['id'];
            $_POST['subject'] = (string) $tpl['subject'];
            $_POST['message'] = (string) ($tpl['body'] ?? '');
            if ($tpl['department_id']) $_POST['department_id'] = (string) $tpl['department_id'];
            if ($tpl['help_topic_id']) $_POST['help_topic_id'] = (string) $tpl['help_topic_id'];
            if ($tpl['priority_id']) $_POST['priority_id'] = (string) $tpl['priority_id'];
        }
    }
} catch (Throwable $e) {
    $ticketTemplates = []; // Datenbank noch nicht aktualisiert: Formular funktioniert wie bisher
}
$pageTitle = 'Neues Ticket';
$activePage = 'new';
require __DIR__ . '/includes/header_customer.php';
?>

<div class="ticket-create-page">
<div class="topbar ticket-create-header">
  <div>
    <h1>Neues Ticket erstellen</h1>
    <p class="muted" style="margin:4px 0 0">Beschreiben Sie Ihr Anliegen so genau wie möglich – das hilft uns, schneller zu helfen.</p>
  </div>
  <a href="/dashboard.php" class="btn secondary" style="white-space:nowrap">Meine Tickets</a>
</div>

<?php if ($ticketTemplates): ?>
<div class="ticket-templates" style="margin:0 0 18px">
  <div class="muted" style="font-size:.82rem;margin-bottom:6px">Womit können wir helfen? Eine Vorlage füllt das Formular für Sie vor:</div>
  <div style="display:flex;gap:8px;flex-wrap:wrap">
    <?php foreach ($ticketTemplates as $__tp): ?>
      <a href="/ticket_new.php?template=<?= (int) $__tp['id'] ?>" class="btn <?= $activeTemplateId === (int) $__tp['id'] ? '' : 'secondary' ?>" style="font-size:.85rem" <?= $__tp['description'] ? 'title="' . e((string) $__tp['description']) . '"' : '' ?>><?= e($__tp['name']) ?></a>
    <?php endforeach; ?>
    <?php if ($activeTemplateId): ?><a href="/ticket_new.php" class="muted" style="align-self:center;font-size:.82rem">Ohne Vorlage</a><?php endif; ?>
  </div>
</div>
<?php endif; ?>
<?php foreach ($errors as $err): ?>
  <div class="flash error"><?= e($err) ?></div>
<?php endforeach; ?>

<?php $renderField = function (array $f): void {
  $fieldName = 'custom_' . $f['id'];
  $posted = $_POST[$fieldName] ?? '';
?>
          <?php $__hint = ($f['field_type'] !== 'checkbox' && !empty($f['help_text'])) ? form_help_html($f['help_text'], (string) $f['label']) : ''; ?>
          <div class="custom-field-group fw-<?= e($f['form_width'] ?? '') ?: 'full' ?>" data-topic="<?= $f['help_topic_id'] !== null ? (int) $f['help_topic_id'] : '' ?>" data-dept="<?= $f['department_id'] !== null ? (int) $f['department_id'] : '' ?>">
            <label for="<?= $fieldName ?>"><?= e($f['label']) ?><?= $f['is_required'] ? ' <span style="color:var(--danger)">*</span>' : '' ?></label>
            <?php if ($f['field_type'] === 'textarea'): ?>
              <textarea id="<?= $fieldName ?>" name="<?= $fieldName ?>" <?= $f['is_required'] ? 'required' : '' ?>><?= e($posted) ?></textarea>
            <?php elseif ($f['field_type'] === 'select'): ?>
              <select id="<?= $fieldName ?>" name="<?= $fieldName ?>" <?= $f['is_required'] ? 'required' : '' ?>>
                <option value="">– bitte wählen –</option>
                <?php foreach (preg_split('/\r?\n/', trim((string) $f['options'])) as $opt): $opt = trim($opt); if ($opt === '') continue; ?>
                  <option value="<?= e($opt) ?>" <?= $posted === $opt ? 'selected' : '' ?>><?= e($opt) ?></option>
                <?php endforeach; ?>
              </select>
            <?php elseif ($f['field_type'] === 'radio'): ?>
              <div style="margin-top:4px<?= !empty($f['radio_inline']) ? ';display:flex;flex-wrap:wrap;gap:4px 20px' : '' ?>">
              <?php foreach (preg_split('/\r?\n/', trim((string) $f['options'])) as $ri => $opt): $opt = trim($opt); if ($opt === '') continue; ?>
                <label style="display:flex;align-items:center;gap:8px;font-weight:400;margin:4px 0">
                  <input type="radio" id="<?= $fieldName ?>_<?= (int) $ri ?>" name="<?= $fieldName ?>" value="<?= e($opt) ?>" style="width:auto" <?= $f['is_required'] ? 'required' : '' ?> <?= $posted === $opt ? 'checked' : '' ?>>
                  <span><?= e($opt) ?></span>
                </label>
              <?php endforeach; ?>
              </div>
            <?php elseif ($f['field_type'] === 'checkbox'): ?>
              <label style="display:flex;align-items:flex-start;gap:8px;font-weight:400;margin-top:4px">
                <input type="checkbox" id="<?= $fieldName ?>" name="<?= $fieldName ?>" value="1" style="width:auto;margin-top:3px" <?= $f['is_required'] ? 'required' : '' ?> <?= !empty($posted) ? 'checked' : '' ?>>
                <span><?= !empty($f['help_text']) ? form_help_html($f['help_text'], (string) $f['label']) : e($f['label']) ?></span>
              </label>
            <?php elseif ($f['field_type'] === 'number'): ?>
              <input type="number" id="<?= $fieldName ?>" name="<?= $fieldName ?>" value="<?= e($posted) ?>" <?= $f['is_required'] ? 'required' : '' ?>>
            <?php elseif ($f['field_type'] === 'date'): ?>
              <input type="date" id="<?= $fieldName ?>" name="<?= $fieldName ?>" value="<?= e($posted) ?>" <?= $f['is_required'] ? 'required' : '' ?>>
            <?php else: ?>
              <input type="text" id="<?= $fieldName ?>" name="<?= $fieldName ?>" value="<?= e($posted) ?>" <?= $f['is_required'] ? 'required' : '' ?>>
            <?php endif; ?>
            <?php if ($__hint !== ''): ?><p class="muted" style="font-size:.8rem;margin:4px 0 0"><?= $__hint ?></p><?php endif; ?>
          </div>
<?php }; ?>

<?php $renderSlot = function (string $section, bool $wrap = true) use ($deptForms, $renderField): void {
  $list = [];
  foreach ($deptForms as $df) foreach ($df['fields'] as $ff) if ($ff['_section'] === $section) $list[] = $ff;
  if (!$list) return;
  if ($wrap) echo '<div class="dept-fields">';
  foreach ($list as $ff) $renderField($ff);
  if ($wrap) echo '</div>';
}; ?>
<style>
.dept-fields{display:flex;flex-wrap:wrap;gap:14px 16px;margin-bottom:14px}
.dept-fields>*{flex:1 1 100%;min-width:0}
.dept-fields>.fw-half{flex:0 0 calc(50% - 8px)}
.dept-fields>.fw-third{flex:0 0 calc(33.333% - 11px)}
.dept-fields>.fw-twothirds{flex:0 0 calc(66.666% - 6px)}
.dept-fields input[type=text],.dept-fields input[type=email],.dept-fields input[type=number],.dept-fields input[type=date],.dept-fields select,.dept-fields textarea{width:100%;box-sizing:border-box;margin-bottom:0}
@media (max-width:640px){.dept-fields>.fw-half,.dept-fields>.fw-third,.dept-fields>.fw-twothirds{flex:1 1 100%}}
</style>
<div class="card ticket-create-card">
    <form method="post" enctype="multipart/form-data" class="ticket-create-form">
      <?= csrf_field() ?>
      <!-- Honeypot -->
      <div style="position:absolute;left:-9999px;top:-9999px" aria-hidden="true">
        <input type="text" name="website" tabindex="-1" autocomplete="off">
      </div>

      <!-- Schritt 2: Anliegen -->
      <div class="ticket-form-section">
        <p class="ticket-section-label"><span class="ticket-section-number">2</span><span id="issue-title">Ihr Anliegen</span></p>

        <div class="dept-fields">
        <?php $renderSlot('topic_top', false); ?>
        <div>
        <?php if ($useHelpTopics): ?>
          <label for="help_topic_id">Kategorie <span style="color:var(--danger)">*</span></label>
          <select id="help_topic_id" name="help_topic_id" required onchange="updateTopicFieldVisibility()">
            <option value="">– bitte wählen –</option>
            <?php foreach ($helpTopics as $t): ?>
              <option value="<?= $t['id'] ?>" <?= (($_POST['help_topic_id'] ?? '') == $t['id']) ? 'selected' : '' ?>><?= e($t['path']) ?></option>
            <?php endforeach; ?>
          </select>
        <?php else: ?>
          <div class="field-row" style="margin-bottom:14px">
            <div>
              <label for="department_id">Abteilung <span style="color:var(--danger)">*</span></label>
              <select id="department_id" name="department_id" required>
                <option value="">– bitte wählen –</option>
                <?php foreach ($departments as $d): ?>
                  <option value="<?= $d['id'] ?>" <?= (($_POST['department_id'] ?? '') == $d['id']) ? 'selected' : '' ?>><?= e($d['name']) ?></option>
                <?php endforeach; ?>
              </select>
            </div>
            <div>
              <label for="priority_id">Priorität <span style="color:var(--danger)">*</span></label>
              <select id="priority_id" name="priority_id" required>
                <?php foreach ($priorities as $p): ?>
                  <option value="<?= $p['id'] ?>" <?= (($_POST['priority_id'] ?? '') == $p['id'] || (!isset($_POST['priority_id']) && $p['name']==='Normal')) ? 'selected' : '' ?>><?= e($p['name']) ?></option>
                <?php endforeach; ?>
              </select>
            </div>
          </div>
        <?php endif; ?>
        </div>
        <?php $renderSlot('topic', false); ?>
        </div>
      </div>

      <?php if (!$user): ?>
      <!-- Schritt 1: Kontaktdaten -->
      <div class="ticket-form-section">
        <p class="ticket-section-label"><span class="ticket-section-number">1</span><span class="contact-title">Ihre Kontaktdaten</span></p>
        <div class="dept-fields">
        <?php $renderSlot('contact_top', false); ?>
          <div class="fw-half">
            <label for="name">Name <span style="color:var(--danger)">*</span></label>
            <input type="text" id="name" name="name" value="<?= e($_POST['name'] ?? '') ?>" placeholder="Max Mustermann" required autofocus>
          </div>
          <div class="fw-half">
            <label for="email">E-Mail-Adresse <span style="color:var(--danger)">*</span></label>
            <input type="email" id="email" name="email" value="<?= e($_POST['email'] ?? '') ?>" placeholder="max@beispiel.de" required>
          </div>
        <?php $renderSlot('contact', false); ?>
        </div>
        <p class="ticket-form-hint">
          <a href="/register.php">Kostenloses Konto erstellen</a> um alle Ihre Tickets im Überblick zu behalten.
        </p>
      </div>
      <?php else: ?>
      <div class="ticket-form-section" id="contact-extra" style="display:none">
        <p class="ticket-section-label"><span class="ticket-section-number">1</span><span class="contact-title">Ihre Kontaktdaten</span></p>
        <?php $renderSlot('contact_top'); ?>
        <?php $renderSlot('contact'); ?>
      </div>
      <?php endif; ?>

      <!-- Schritt 3: Details -->
      <div class="ticket-form-section" id="details-section">
        <p class="ticket-section-label"><span class="ticket-section-number"></span><span id="details-title">Ihr Anliegen</span></p>
        <div id="dept-intro" style="display:none;margin-bottom:14px"><strong id="dept-title"></strong><p class="muted" id="dept-intro-text" style="margin:4px 0 0"></p></div>

        <div class="dept-fields">
        <?php $renderSlot('issue_top', false); ?>

        <div id="subject-wrap">
        <label for="subject"><span id="subject-label">Betreff</span> <span style="color:var(--danger)">*</span></label>
        <input type="text" id="subject" name="subject" value="<?= e($_POST['subject'] ?? '') ?>" placeholder="Kurze Zusammenfassung Ihres Problems" required>
        </div>

        <?php $renderSlot('issue_mid', false); ?>

        <div id="message-wrap">
        <label for="message"><span id="message-label">Beschreibung</span> <span style="color:var(--danger)">*</span></label>
        <textarea id="message" name="message" required placeholder="Beschreiben Sie Ihr Anliegen so detailliert wie möglich…" style="min-height:140px"><?= e($_POST['message'] ?? '') ?></textarea>
        </div>
        <?php $renderSlot('issue', false); ?>
        </div>
      </div>
      <?php if ($customFields): ?>
      <div class="ticket-form-section" id="custom-section">
        <p class="ticket-section-label"><span class="ticket-section-number"></span>Zusätzliche Angaben</p>
        <div class="dept-fields"><?php foreach ($customFields as $f) { $renderField($f); } ?></div>
      </div>
      <?php endif; ?>

      <?php // Eigene Abschnitte der Abteilungsformulare (Abschnittsname frei wählbar)
      foreach ($deptForms as $did => $df):
          $groups = [];
          foreach ($df['fields'] as $ff) if (!in_array($ff['_section'], ['contact', 'contact_top', 'issue', 'issue_top', 'issue_mid', 'topic', 'topic_top'], true)) $groups[$ff['_section_title']][] = $ff;
          foreach ($groups as $title => $list): ?>
      <div class="ticket-form-section dept-section" data-dept="<?= (int) $did ?>" style="display:none">
        <p class="ticket-section-label"><span class="ticket-section-number"></span><?= e($title) ?></p>
        <div class="dept-fields"><?php foreach ($list as $ff) $renderField($ff); ?></div>
      </div>
      <?php endforeach; endforeach; ?>

      <!-- Anhang -->
      <div class="ticket-form-section ticket-attachment-section" id="attachment-section">
        <p class="ticket-section-label"><span class="ticket-section-number"></span>Anhang <span class="ticket-section-optional">(optional)</span></p>
        <label for="attachment" style="display:inline-flex;align-items:center;gap:8px;padding:8px 16px;border:1.5px dashed var(--border);border-radius:var(--radius);cursor:pointer;font-size:.85rem;color:var(--muted);font-weight:400;transition:border-color .15s" onmouseover="this.style.borderColor='var(--primary)'" onmouseout="this.style.borderColor='var(--border)'">
          <svg width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2"><path d="M21.44 11.05l-9.19 9.19a6 6 0 0 1-8.49-8.49l9.19-9.19a4 4 0 0 1 5.66 5.66l-9.2 9.19a2 2 0 0 1-2.83-2.83l8.49-8.48"/></svg>
          <span id="att-label">Datei auswählen</span>
        </label>
        <input type="file" id="attachment" name="attachment" style="display:none" onchange="document.getElementById('att-label').textContent=this.files[0]?this.files[0].name:'Datei auswählen'">
      </div>

      <div class="ticket-form-actions">
        <p class="ticket-form-hint">Pflichtfelder sind mit <span class="ticket-required">*</span> gekennzeichnet.</p>
        <button type="submit" class="btn ticket-submit" id="submit-btn">Ticket erstellen</button>
      </div>
    </form>
</div>
</div>

<script>
// Formular passt sich der gewählten Abteilung an: Abteilungen mit eigenem Formular zeigen nur ihre Felder und Texte.
var DEPT_FORMS = <?= json_encode($deptForms ? array_map(fn($f) => array_diff_key($f, ['fields' => 1]), $deptForms) : new stdClass(), JSON_HEX_TAG | JSON_HEX_AMP | JSON_HEX_APOS | JSON_HEX_QUOT | JSON_UNESCAPED_UNICODE) ?>;
var TOPIC_DEPT = <?= json_encode($topicDept ?: new stdClass()) ?>;
var DEFAULTS = { subjectLabel: 'Betreff', messageLabel: 'Beschreibung', hint: 'Beschreiben Sie Ihr Anliegen so detailliert wie möglich…', submit: 'Ticket erstellen' };
function setShown(el, on) {
  if (!el) return;
  el.style.display = on ? '' : 'none';
  el.querySelectorAll('input, select, textarea').forEach(function (i) {
    if (!on) { if (i.required) { i.dataset.wasRequired = '1'; i.required = false; } if (i.type !== 'hidden') i.disabled = true; }
    else { if (i.dataset.wasRequired === '1') i.required = true; i.disabled = false; }
  });
}
function applyDeptForm() {
  var topicSel = document.getElementById('help_topic_id'), deptSel = document.getElementById('department_id');
  var topic = topicSel ? topicSel.value : '';
  var dept = topicSel ? (TOPIC_DEPT[topic] || '') : (deptSel ? deptSel.value : '');
  var form = DEPT_FORMS[dept] || null;
  var visible = 0, contactVisible = 0;
  document.querySelectorAll('.custom-field-group').forEach(function (g) {
    var gd = g.getAttribute('data-dept'), gt = g.getAttribute('data-topic');
    var show = form ? gd === String(dept) : (gd === '' && (gt === '' || gt === topic));
    setShown(g, show);
    if (show && gd === '') visible++;
    if (show && gd !== '' && g.closest('#contact-extra')) contactVisible++;
  });
  var sec = document.getElementById('custom-section');
  if (sec) sec.style.display = visible > 0 ? '' : 'none';
  document.querySelectorAll('.dept-fields').forEach(function (w) {
    w.style.display = Array.prototype.some.call(w.children, function (c) { return c.style.display !== 'none'; }) ? '' : 'none';
  });
  var cx = document.getElementById('contact-extra');
  if (cx) cx.style.display = contactVisible > 0 ? '' : 'none';
  document.querySelectorAll('.dept-section').forEach(function (s) { s.style.display = (form && s.getAttribute('data-dept') === String(dept)) ? '' : 'none'; });
  document.querySelectorAll('.contact-title').forEach(function (t) { t.textContent = form ? form.contact_title : 'Ihre Kontaktdaten'; });
  document.getElementById('issue-title').textContent = form ? form.issue_title : 'Ihr Anliegen';
  document.getElementById('details-title').textContent = form ? form.details_title : 'Ihr Anliegen';  document.getElementById('subject-label').textContent = form ? form.subject_label : DEFAULTS.subjectLabel;
  document.getElementById('message-label').textContent = form ? form.message_label : DEFAULTS.messageLabel;
  document.getElementById('message').placeholder = form ? form.message_hint : DEFAULTS.hint;
  document.getElementById('submit-btn').textContent = form ? form.submit_label : DEFAULTS.submit;
  setShown(document.getElementById('subject-wrap'), !form || form.subject_show);
  setShown(document.getElementById('message-wrap'), !form || form.message_show);
  [['subject-wrap', 'subject_width'], ['message-wrap', 'message_width']].forEach(function (p) {
    var el = document.getElementById(p[0]);
    ['fw-full', 'fw-half', 'fw-third', 'fw-twothirds'].forEach(function (k) { el.classList.remove(k); });
    el.classList.add('fw-' + ((form && form[p[1]]) || 'full'));
  });
  setShown(document.getElementById('attachment-section'), !form || form.attachment_show);
  var has = form && (form.title || form.intro);
  document.getElementById('dept-intro').style.display = has ? '' : 'none';
  document.getElementById('dept-title').textContent = form ? form.title : '';
  document.getElementById('dept-intro-text').textContent = form ? form.intro : '';
  var num = 0;
  document.querySelectorAll('.ticket-form-section').forEach(function (s) {
    var n = s.querySelector('.ticket-section-number');
    if (n && s.style.display !== 'none') n.textContent = ++num;
  });
}
function updateTopicFieldVisibility() { applyDeptForm(); }
document.addEventListener('DOMContentLoaded', function () {
  var d = document.getElementById('department_id');
  if (d) d.addEventListener('change', applyDeptForm);
  applyDeptForm();
});
</script>
<?php require __DIR__ . '/includes/footer_customer.php'; ?>