<?php
// Direkter Web-Zugriff (Browser/URL) wird geblockt. Ausnahmen: echter CLI-Cronjob
// sowie Einbindung per require_once aus dem authentifizierten Backend (staff/settings.php),
// das vor dem require_once die Konstante DESKHUB_CRON_RUNNER definiert.
if (php_sapi_name() !== 'cli' && !defined('DESKHUB_CRON_RUNNER')) { http_response_code(403); exit('Kein Web-Zugriff.'); }
/**
 * cron/check_escalations.php
 *
 * Prüft alle aktiven Eskalationsregeln und führt definierte Aktionen aus.
 *
 * Trigger-Typen:
 *   no_reply       – Ticket seit X Stunden ohne Mitarbeiter-Antwort
 *   no_update      – Ticket seit X Stunden nicht aktualisiert
 *   overdue        – Ticket ist überfällig (resolution_due_at überschritten)
 *   open_too_long  – Ticket seit X Stunden offen
 *
 * Aktionen:
 *   - Priorität erhöhen
 *   - Mitarbeiter neu zuweisen
 *   - Status ändern
 *   - Admin benachrichtigen
 *   - Zugewiesenen Mitarbeiter benachrichtigen
 *
 * Crontab: 0 * * * * php /pfad/zu/deskhub/cron/check_escalations.php
 *
 * Kann außerdem manuell aus dem Backend (Einstellungen → Cron-Jobs) ausgeführt werden.
 */

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

/**
 * Führt die Eskalationsprüfung aus. Kann vom Cron und manuell aus settings.php aufgerufen werden.
 *
 * @return array{applied: int, skipped: int, log: string[]}
 */
function run_check_escalations(PDO $pdo, bool $verbose = false): array
{
    $now = db_now();
    $applied = 0;
    $skipped = 0;
    $log = [];

    // Alle aktiven Eskalationsregeln laden
    try {
        $rules = $pdo->query(
            'SELECT er.*, p.name AS prio_name, s.name AS staff_name
             FROM escalation_rules er
             LEFT JOIN priorities p ON p.id = er.action_set_priority_id
             LEFT JOIN staff s ON s.id = er.action_assign_staff_id
             WHERE er.is_active = 1
             ORDER BY er.sort_order, er.id'
        )->fetchAll();
    } catch (Throwable $e) {
        $log[] = "[" . date('Y-m-d H:i:s') . "] Tabelle escalation_rules nicht gefunden – Migration ausstehend.";
        return ['applied' => 0, 'skipped' => 0, 'log' => $log];
    }

    if (!$rules) {
        $log[] = "[" . date('Y-m-d H:i:s') . "] Keine aktiven Eskalationsregeln.";
        return ['applied' => 0, 'skipped' => 0, 'log' => $log];
    }

    // Bereits eskalierte Ticket-Regel-Paare laden (verhindert Doppel-Eskalation)
    $alreadyDone = [];
    $logRows = $pdo->query('SELECT rule_id, ticket_id FROM escalation_log')->fetchAll();
    foreach ($logRows as $lr) {
        $alreadyDone[$lr['rule_id'] . '_' . $lr['ticket_id']] = true;
    }

    foreach ($rules as $rule) {

        // ── Betroffene Tickets finden ─────────────────────────────────────────────
        $where  = ["t.status NOT IN ('resolved','closed')"];
        $params = [];
        $hours  = (int)$rule['trigger_hours'];

        // Bedingungen aus der Regel
        if ($rule['condition_status']) {
            $statusList = array_map('trim', explode(',', $rule['condition_status']));
            $ph = implode(',', array_fill(0, count($statusList), '?'));
            $where[] = "t.status IN ($ph)";
            $params  = array_merge($params, $statusList);
        }
        if ($rule['condition_priority_id']) {
            $where[] = 't.priority_id = ?';
            $params[] = (int)$rule['condition_priority_id'];
        }
        if ($rule['condition_dept_id']) {
            $where[] = 't.department_id = ?';
            $params[] = (int)$rule['condition_dept_id'];
        }

        // Trigger-spezifische Bedingung
        $driver = $pdo->getAttribute(PDO::ATTR_DRIVER_NAME);
        $hoursDiff = $driver === 'sqlite'
            ? "((julianday('now', 'localtime') - julianday(%s)) * 24)"
            : "TIMESTAMPDIFF(HOUR, %s, NOW())";

        switch ($rule['trigger_type']) {
            case 'no_reply':
                // Kein Mitarbeiter-Thread seit X Stunden
                $where[] = sprintf(
                    "NOT EXISTS (
                        SELECT 1 FROM ticket_threads tt
                        WHERE tt.ticket_id = t.id AND tt.author_type = 'staff'
                        AND " . str_replace('%s', 'tt.created_at', $hoursDiff) . " < ?
                    )",
                    ''
                );
                // Simpler: letzter Staff-Thread ist älter als X Stunden ODER kein Staff-Thread vorhanden
                // Rebuild properly:
                $where[count($where)-1] = $driver === 'sqlite'
                    ? "((julianday('now', 'localtime') - julianday(t.created_at)) * 24) >= ?
                       AND NOT EXISTS (
                           SELECT 1 FROM ticket_threads tt
                           WHERE tt.ticket_id = t.id AND tt.author_type = 'staff'
                           AND ((julianday('now', 'localtime') - julianday(tt.created_at)) * 24) < ?
                       )"
                    : "TIMESTAMPDIFF(HOUR, t.created_at, NOW()) >= ?
                       AND NOT EXISTS (
                           SELECT 1 FROM ticket_threads tt
                           WHERE tt.ticket_id = t.id AND tt.author_type = 'staff'
                           AND TIMESTAMPDIFF(HOUR, tt.created_at, NOW()) < ?
                       )";
                $params[] = $hours;
                $params[] = $hours;
                break;

            case 'no_update':
                $where[] = $driver === 'sqlite'
                    ? "((julianday('now', 'localtime') - julianday(t.updated_at)) * 24) >= ?"
                    : "TIMESTAMPDIFF(HOUR, t.updated_at, NOW()) >= ?";
                $params[] = $hours;
                break;

            case 'overdue':
                $where[] = 't.is_overdue = 1';
                $where[] = 't.resolution_due_at IS NOT NULL';
                break;

            case 'open_too_long':
                $where[] = $driver === 'sqlite'
                    ? "((julianday('now', 'localtime') - julianday(t.created_at)) * 24) >= ?"
                    : "TIMESTAMPDIFF(HOUR, t.created_at, NOW()) >= ?";
                $params[] = $hours;
                break;
        }

        $sql  = 'SELECT t.*, d.name AS department_name, d.email AS department_email,
                        p.name AS priority_name, s.name AS staff_name, s.email AS staff_email, s.is_on_vacation AS staff_on_vacation
                 FROM tickets t
                 JOIN departments d ON d.id = t.department_id
                 JOIN priorities p ON p.id = t.priority_id
                 LEFT JOIN staff s ON s.id = t.assigned_staff_id
                 WHERE ' . implode(' AND ', $where);
        $stmt = $pdo->prepare($sql);
        $stmt->execute($params);
        $tickets = $stmt->fetchAll();

        foreach ($tickets as $ticket) {
            $key = $rule['id'] . '_' . $ticket['id'];
            if (isset($alreadyDone[$key])) {
                $skipped++;
                continue;
            }

            // ── Aktionen ausführen ────────────────────────────────────────────────
            $changes = [];

            if ($rule['action_set_priority_id']) {
                $pdo->prepare('UPDATE tickets SET priority_id = ?, updated_at = ? WHERE id = ?')
                    ->execute([$rule['action_set_priority_id'], $now, $ticket['id']]);
                $changes[] = 'Priorität gesetzt auf: ' . ($rule['prio_name'] ?? '?');
            }

            if ($rule['action_assign_staff_id']) {
                $pdo->prepare('UPDATE tickets SET assigned_staff_id = ?, updated_at = ? WHERE id = ?')
                    ->execute([$rule['action_assign_staff_id'], $now, $ticket['id']]);
                $changes[] = 'Zugewiesen an: ' . ($rule['staff_name'] ?? '?');
            }

            if ($rule['action_set_status']) {
                $pdo->prepare('UPDATE tickets SET status = ?, updated_at = ? WHERE id = ?')
                    ->execute([$rule['action_set_status'], $now, $ticket['id']]);
                ticket_sla_status_transition($pdo, (int) $ticket['id'], (string) $ticket['status'], (string) $rule['action_set_status']);
                $changes[] = 'Status gesetzt auf: ' . $rule['action_set_status'];
            }

            // System-Notiz im Ticket
            $noteText = "Eskalationsregel „{$rule['name']}“ ausgelöst: " . implode(', ', $changes ?: ['Benachrichtigung']);
            $pdo->prepare(
                'INSERT INTO ticket_threads (ticket_id, author_type, message, is_internal_note, created_at) VALUES (?,?,?,1,?)'
            )->execute([$ticket['id'], 'system', $noteText, $now]);

            log_activity($pdo, $ticket['id'], null, $noteText);

            // Admin benachrichtigen
            if ($rule['action_notify_admin']) {
                notify_admins_overdue_ticket(array_merge($ticket, [
                    'subject' => "[Eskalation: {$rule['name']}] " . $ticket['subject'],
                ]));
            }

            // Zugewiesenen Mitarbeiter benachrichtigen
            if ($rule['action_notify_staff'] && !empty($ticket['staff_email'])) {
                // Bearbeiter im Urlaub: die Vertretung bekommt die Mail
                $escTo = vacation_expand_ids($pdo, [(int) $ticket['assigned_staff_id']]);
                $ticket['staff_email'] = $escTo ? (staff_emails_by_ids($pdo, [$escTo[0]])[0] ?? '') : '';
            }
            if ($rule['action_notify_staff'] && !empty($ticket['staff_email'])) {
                $subj = "Eskalation: Ticket #{$ticket['ticket_number']} – {$ticket['subject']}";
                $inner = email_p('Die Eskalationsregel <strong>' . e($rule['name']) . '</strong> wurde für folgendes Ticket ausgelöst:')
                    . email_badge('Ticket', '#' . $ticket['ticket_number'], '#b91c1c', '#fee2e2')
                    . email_p('<strong>Aktionen:</strong> ' . e(implode(', ', $changes ?: ['Benachrichtigung'])), '24px')
                    . email_button('Ticket öffnen', e(base_url() . '/staff/ticket_view.php?n=' . urlencode($ticket['ticket_number'])), '#dc2626');
                email_send_and_log($ticket['staff_email'], $subj, email_wrap($inner), null, 'Eskalations-Mail', $ticket['ticket_number']);
            }

            // Als erledigt markieren
            $pdo->prepare(
                'INSERT INTO escalation_log (rule_id, ticket_id, applied_at) VALUES (?,?,?)'
            )->execute([$rule['id'], $ticket['id'], $now]);
            $alreadyDone[$key] = true;
            $applied++;
        }
    }

    set_setting('cron_check_escalations_last_run', $now);
    $log[] = "[" . date('Y-m-d H:i:s') . "] Eskalations-Check abgeschlossen. $applied Regel(n) angewendet, $skipped bereits erledigt.";

    return ['applied' => $applied, 'skipped' => $skipped, 'log' => $log];
}

if (php_sapi_name() === 'cli') {
    $result = run_check_escalations(get_db(), true);
    foreach ($result['log'] as $line) {
        echo $line . "\n";
    }
}