<?php
require_once __DIR__ . '/../includes/bootstrap.php';
$staff = require_admin_or_permission('manage_escalations');
$pdo   = get_db();

$priorities = $pdo->query('SELECT * FROM priorities ORDER BY sort_order')->fetchAll();
$staffList  = $pdo->query("SELECT id, name FROM staff WHERE is_active = 1 ORDER BY name")->fetchAll();
$depts      = $pdo->query('SELECT id, name FROM departments ORDER BY name')->fetchAll();

$triggerTypes = [
    'no_reply'      => 'Keine Mitarbeiter-Antwort seit X Stunden',
    'no_update'     => 'Kein Update seit X Stunden',
    'overdue'       => 'Ticket ist überfällig (SLA überschritten)',
    'open_too_long' => 'Ticket offen seit X Stunden',
];

$errors = [];

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

    if ($action === 'save') {
        $id           = (int)($_POST['id'] ?? 0);
        $name         = trim($_POST['name'] ?? '');
        $isActive     = !empty($_POST['is_active']) ? 1 : 0;
        $triggerType  = $_POST['trigger_type'] ?? 'no_reply';
        $triggerHours = max(1, (int)($_POST['trigger_hours'] ?? 24));
        $condStatus   = trim($_POST['condition_status'] ?? '');
        $condPrioId   = ($_POST['condition_priority_id'] ?? '') !== '' ? (int)$_POST['condition_priority_id'] : null;
        $condDeptId   = ($_POST['condition_dept_id'] ?? '') !== '' ? (int)$_POST['condition_dept_id'] : null;
        $actPrioId    = ($_POST['action_set_priority_id'] ?? '') !== '' ? (int)$_POST['action_set_priority_id'] : null;
        $actStaffId   = ($_POST['action_assign_staff_id'] ?? '') !== '' ? (int)$_POST['action_assign_staff_id'] : null;
        $actStatus    = $_POST['action_set_status'] ?? '';
        $actNotAdmin  = !empty($_POST['action_notify_admin']) ? 1 : 0;
        $actNotStaff  = !empty($_POST['action_notify_staff']) ? 1 : 0;
        $sortOrder    = (int)($_POST['sort_order'] ?? 0);

        if ($name === '') $errors[] = 'Bitte einen Namen angeben.';
        if (!array_key_exists($triggerType, $triggerTypes)) $errors[] = 'Ungültiger Trigger.';

        if (!$errors) {
            $data = [$name, $isActive, $triggerType, $triggerHours, $condStatus ?: null,
                     $condPrioId, $condDeptId, $actPrioId, $actStaffId,
                     $actStatus ?: null, $actNotAdmin, $actNotStaff, $sortOrder];
            if ($id) {
                $pdo->prepare(
                    'UPDATE escalation_rules SET name=?,is_active=?,trigger_type=?,trigger_hours=?,
                     condition_status=?,condition_priority_id=?,condition_dept_id=?,
                     action_set_priority_id=?,action_assign_staff_id=?,action_set_status=?,
                     action_notify_admin=?,action_notify_staff=?,sort_order=? WHERE id=?'
                )->execute(array_merge($data, [$id]));
                audit_log($staff['id'], "Eskalationsregel geändert: $name");
            } else {
                $pdo->prepare(
                    'INSERT INTO escalation_rules (name,is_active,trigger_type,trigger_hours,
                     condition_status,condition_priority_id,condition_dept_id,
                     action_set_priority_id,action_assign_staff_id,action_set_status,
                     action_notify_admin,action_notify_staff,sort_order,created_at)
                     VALUES (?,?,?,?,?,?,?,?,?,?,?,?,?,?)'
                )->execute(array_merge($data, [db_now()]));
                audit_log($staff['id'], "Eskalationsregel erstellt: $name");
            }
            flash('success', 'Eskalationsregel gespeichert.');
            redirect('/staff/escalation_rules.php');
        }
    }

    if ($action === 'delete') {
        $id = (int)($_POST['id'] ?? 0);
        $pdo->prepare('DELETE FROM escalation_rules WHERE id = ?')->execute([$id]);
        $pdo->prepare('DELETE FROM escalation_log WHERE rule_id = ?')->execute([$id]);
        audit_log($staff['id'], "Eskalationsregel gelöscht: #$id");
        flash('success', 'Regel gelöscht.');
        redirect('/staff/escalation_rules.php');
    }

    if ($action === 'toggle') {
        $id = (int)($_POST['id'] ?? 0);
        $pdo->prepare('UPDATE escalation_rules SET is_active = 1 - is_active WHERE id = ?')->execute([$id]);
        redirect('/staff/escalation_rules.php');
    }
}

try {
    $rules = $pdo->query(
        'SELECT er.*,
                p.name AS prio_name,
                s.name AS staff_name,
                d.name AS dept_name,
                cp.name AS cond_prio_name,
                (SELECT COUNT(*) FROM escalation_log el WHERE el.rule_id = er.id) AS applied_count
         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
         LEFT JOIN departments d ON d.id = er.condition_dept_id
         LEFT JOIN priorities cp ON cp.id = er.condition_priority_id
         ORDER BY er.sort_order, er.id'
    )->fetchAll();
} catch (Throwable $e) {
    $rules = [];
}

$editId = (int)($_GET['edit'] ?? 0);
$editRule = null;
if ($editId) {
    foreach ($rules as $r) { if ($r['id'] === $editId) { $editRule = $r; break; } }
}

$pageTitle  = 'Eskalationsregeln';
$activePage = 'ticket_rules';
require __DIR__ . '/_header.php';
?>

<div class="topbar">
  <h1>Eskalationsregeln</h1>
  <a href="?new=1" class="btn">+ Neue Regel</a>
</div>

<p class="muted" style="margin-bottom:20px;font-size:.85rem">
  Eskalationsregeln werden stündlich per Cron geprüft (<code>cron/check_escalations.php</code>).
  Jede Regel wird pro Ticket nur einmal angewendet.
</p>

<?php foreach ($errors as $e): ?><div class="flash error"><?= e($e) ?></div><?php endforeach; ?>

<!-- ── Formular ──────────────────────────────────────────────────────────────── -->
<?php if (isset($_GET['new']) || $editRule): ?>
<?php $r = $editRule; ?>
<div class="card" style="margin-bottom:20px">
  <h3><?= $r ? 'Regel bearbeiten' : 'Neue Eskalationsregel' ?></h3>
  <form method="post">
    <?= csrf_field() ?>
    <input type="hidden" name="action" value="save">
    <?php if ($r): ?><input type="hidden" name="id" value="<?= $r['id'] ?>"><?php endif; ?>

    <div style="display:grid;grid-template-columns:1fr 1fr;gap:16px">
      <div>
        <label>Name <span style="color:var(--danger)">*</span></label>
        <input type="text" name="name" value="<?= e($r['name'] ?? '') ?>" required placeholder="z.B. Hohe Priorität nach 8h unbeantwortet">
      </div>
      <div style="display:flex;align-items:flex-end;gap:16px">
        <div>
          <label>Sortierung</label>
          <input type="number" name="sort_order" value="<?= (int)($r['sort_order'] ?? 0) ?>" style="width:80px">
        </div>
        <label style="display:flex;align-items:center;gap:8px;font-weight:400;cursor:pointer;margin-bottom:1px">
          <input type="checkbox" name="is_active" value="1" style="width:auto" <?= ($r['is_active'] ?? 1) ? 'checked' : '' ?>>
          Aktiv
        </label>
      </div>
    </div>

    <div style="margin-top:20px;padding-top:16px;border-top:1px solid var(--border-soft)">
      <div style="font-size:.72rem;font-weight:700;text-transform:uppercase;letter-spacing:.06em;color:var(--muted);margin-bottom:12px">Auslöser</div>
      <div style="display:grid;grid-template-columns:2fr 1fr;gap:12px">
        <div>
          <label>Trigger</label>
          <select name="trigger_type" id="trigger-type" onchange="updateTriggerHoursVisibility()">
            <?php foreach ($triggerTypes as $tv => $tl): ?>
            <option value="<?= $tv ?>" <?= ($r['trigger_type'] ?? '') === $tv ? 'selected' : '' ?>><?= e($tl) ?></option>
            <?php endforeach; ?>
          </select>
        </div>
        <div id="trigger-hours-wrap">
          <label>Stunden</label>
          <input type="number" name="trigger_hours" value="<?= (int)($r['trigger_hours'] ?? 24) ?>" min="1" max="8760">
        </div>
      </div>
    </div>

    <div style="margin-top:20px;padding-top:16px;border-top:1px solid var(--border-soft)">
      <div style="font-size:.72rem;font-weight:700;text-transform:uppercase;letter-spacing:.06em;color:var(--muted);margin-bottom:12px">Bedingungen <span style="font-weight:400;text-transform:none;letter-spacing:0">(optional – leer = alle Tickets)</span></div>
      <div style="display:grid;grid-template-columns:1fr 1fr 1fr;gap:12px">
        <div>
          <label>Nur Status</label>
          <input type="text" name="condition_status" value="<?= e($r['condition_status'] ?? '') ?>" placeholder="z.B. open,pending">
          <small class="muted">Kommagetrennt</small>
        </div>
        <div>
          <label>Nur Priorität</label>
          <select name="condition_priority_id">
            <option value="">Alle</option>
            <?php foreach ($priorities as $p): ?>
            <option value="<?= $p['id'] ?>" <?= ($r['condition_priority_id'] ?? '') == $p['id'] ? 'selected' : '' ?>><?= e($p['name']) ?></option>
            <?php endforeach; ?>
          </select>
        </div>
        <div>
          <label>Nur Abteilung</label>
          <select name="condition_dept_id">
            <option value="">Alle</option>
            <?php foreach ($depts as $d): ?>
            <option value="<?= $d['id'] ?>" <?= ($r['condition_dept_id'] ?? '') == $d['id'] ? 'selected' : '' ?>><?= e($d['name']) ?></option>
            <?php endforeach; ?>
          </select>
        </div>
      </div>
    </div>

    <div style="margin-top:20px;padding-top:16px;border-top:1px solid var(--border-soft)">
      <div style="font-size:.72rem;font-weight:700;text-transform:uppercase;letter-spacing:.06em;color:var(--muted);margin-bottom:12px">Aktionen</div>
      <div style="display:grid;grid-template-columns:1fr 1fr 1fr;gap:12px;margin-bottom:12px">
        <div>
          <label>Priorität setzen</label>
          <select name="action_set_priority_id">
            <option value="">– keine Änderung –</option>
            <?php foreach ($priorities as $p): ?>
            <option value="<?= $p['id'] ?>" <?= ($r['action_set_priority_id'] ?? '') == $p['id'] ? 'selected' : '' ?>><?= e($p['name']) ?></option>
            <?php endforeach; ?>
          </select>
        </div>
        <div>
          <label>Mitarbeiter zuweisen</label>
          <select name="action_assign_staff_id">
            <option value="">– keine Änderung –</option>
            <?php foreach ($staffList as $s): ?>
            <option value="<?= $s['id'] ?>" <?= ($r['action_assign_staff_id'] ?? '') == $s['id'] ? 'selected' : '' ?>><?= e($s['name']) ?></option>
            <?php endforeach; ?>
          </select>
        </div>
        <div>
          <label>Status setzen</label>
          <select name="action_set_status">
            <option value="">– keine Änderung –</option>
            <?php foreach (['open'=>'Offen','pending'=>'Wartet auf Kunde','on_hold'=>'Pausiert'] as $sv => $sl): ?>
            <option value="<?= $sv ?>" <?= ($r['action_set_status'] ?? '') === $sv ? 'selected' : '' ?>><?= $sl ?></option>
            <?php endforeach; ?>
          </select>
        </div>
      </div>
      <div style="display:flex;gap:20px;flex-wrap:wrap">
        <label style="display:flex;align-items:center;gap:8px;font-weight:400;cursor:pointer">
          <input type="checkbox" name="action_notify_admin" value="1" style="width:auto" <?= ($r['action_notify_admin'] ?? 1) ? 'checked' : '' ?>>
          Admin benachrichtigen
        </label>
        <label style="display:flex;align-items:center;gap:8px;font-weight:400;cursor:pointer">
          <input type="checkbox" name="action_notify_staff" value="1" style="width:auto" <?= !empty($r['action_notify_staff']) ? 'checked' : '' ?>>
          Zugewiesenen Mitarbeiter benachrichtigen
        </label>
      </div>
    </div>

    <div class="btn-row" style="margin-top:16px">
      <button type="submit" class="btn">Speichern</button>
      <a href="/staff/escalation_rules.php" class="btn secondary">Abbrechen</a>
    </div>
  </form>
</div>
<?php endif; ?>

<!-- ── Regeln-Tabelle ─────────────────────────────────────────────────────────── -->
<div class="card">
  <?php if (!$rules): ?>
  <div class="empty-state">Noch keine Eskalationsregeln. Erstellen Sie eine neue Regel mit dem Button oben.</div>
  <?php else: ?>
  <table>
    <thead>
      <tr>
        <th>Name</th>
        <th>Auslöser</th>
        <th>Aktionen</th>
        <th style="text-align:right">Angewendet</th>
        <th>Status</th>
        <th></th>
      </tr>
    </thead>
    <tbody>
    <?php foreach ($rules as $r): ?>
    <tr>
      <td style="font-weight:500"><?= e($r['name']) ?></td>
      <td style="font-size:.82rem;color:var(--ink-soft)">
        <?= e($triggerTypes[$r['trigger_type']] ?? $r['trigger_type']) ?>
        <?php if ($r['trigger_type'] !== 'overdue'): ?>
          <span class="muted">(<?= (int)$r['trigger_hours'] ?> Std)</span>
        <?php endif; ?>
        <?php if ($r['cond_prio_name'] || $r['dept_name']): ?>
        <div style="font-size:.76rem;color:var(--muted)">
          <?= $r['cond_prio_name'] ? '· Priorität: '.e($r['cond_prio_name']) : '' ?>
          <?= $r['dept_name']      ? '· Abteilung: '.e($r['dept_name'])      : '' ?>
        </div>
        <?php endif; ?>
      </td>
      <td style="font-size:.82rem">
        <?php $acts = []; ?>
        <?php if ($r['prio_name']): $acts[] = '↑ Priorität: '.e($r['prio_name']); endif; ?>
        <?php if ($r['staff_name']): $acts[] = '→ '.e($r['staff_name']); endif; ?>
        <?php if ($r['action_set_status']): $acts[] = '⚑ '.e($r['action_set_status']); endif; ?>
        <?php if ($r['action_notify_admin']): $acts[] = '📧 Admin'; endif; ?>
        <?php if ($r['action_notify_staff']): $acts[] = '📧 Mitarbeiter'; endif; ?>
        <?= implode(', ', $acts) ?: '<span class="muted">Nur benachrichtigen</span>' ?>
      </td>
      <td style="text-align:right;color:var(--muted);font-size:.82rem"><?= (int)$r['applied_count'] ?>×</td>
      <td>
        <span style="display:inline-flex;align-items:center;gap:4px;font-size:.78rem;font-weight:600;color:<?= $r['is_active'] ? '#22c55e' : '#94a3b8' ?>">
          <span style="width:7px;height:7px;border-radius:50%;background:currentColor"></span>
          <?= $r['is_active'] ? 'Aktiv' : 'Inaktiv' ?>
        </span>
      </td>
      <td style="white-space:nowrap">
        <a href="?edit=<?= $r['id'] ?>" style="font-size:.82rem">Bearbeiten</a> ·
        <form method="post" style="display:inline">
          <?= csrf_field() ?>
          <input type="hidden" name="action" value="toggle">
          <input type="hidden" name="id" value="<?= $r['id'] ?>">
          <button type="submit" style="background:none;border:none;cursor:pointer;color:var(--primary);font-size:.82rem;padding:0">
            <?= $r['is_active'] ? 'Deaktivieren' : 'Aktivieren' ?>
          </button>
        </form> ·
        <form method="post" style="display:inline" onsubmit="return confirm('Regel wirklich löschen?')">
          <?= csrf_field() ?>
          <input type="hidden" name="action" value="delete">
          <input type="hidden" name="id" value="<?= $r['id'] ?>">
          <button type="submit" style="background:none;border:none;cursor:pointer;color:var(--danger);font-size:.82rem;padding:0">Löschen</button>
        </form>
      </td>
    </tr>
    <?php endforeach; ?>
    </tbody>
  </table>
  <?php endif; ?>
</div>

<div class="card" style="margin-top:20px">
  <h3>Crontab-Eintrag</h3>
  <pre style="background:var(--bg-soft);border:1px solid var(--border);border-radius:6px;padding:12px;font-size:.78rem;margin:0">0 * * * * php /pfad/zu/deskhub/cron/check_escalations.php</pre>
  <p class="muted" style="font-size:.79rem;margin:8px 0 0">Stündliche Prüfung. Letzte Ausführung: <?= e(get_setting('cron_check_escalations_last_run', 'noch nie')) ?></p>
</div>

<script>
function updateTriggerHoursVisibility() {
  var t = document.getElementById('trigger-type').value;
  document.getElementById('trigger-hours-wrap').style.display = t === 'overdue' ? 'none' : 'block';
}
updateTriggerHoursVisibility();
</script>

<?php require __DIR__ . '/_footer.php'; ?>