MokoSuiteClient/source/packages/com_mokosuiteclient/admin/src/Model/TicketsModel.php

<?php
/**
 * @package     MokoSuiteClient
 * @subpackage  com_mokosuiteclient
 * @copyright   Copyright (C) 2026 Moko Consulting. All rights reserved.
 * @license     GNU General Public License version 3 or later; see LICENSE
 */

namespace Moko\Component\MokoSuiteClient\Administrator\Model;

defined('_JEXEC') or die;

use Joomla\CMS\Factory;
use Joomla\CMS\MVC\Model\BaseDatabaseModel;
use Moko\Component\MokoSuiteClient\Administrator\Service\NotificationService;

class TicketsModel extends BaseDatabaseModel
{
	/**
	 * Get ticket list with filters.
	 */
	public function getTickets(array $filters = []): array
	{
		$db    = $this->getDatabase();
		$query = $db->getQuery(true)
			->select([
				$db->quoteName('t.id'),
				$db->quoteName('t.subject'),
				$db->quoteName('t.status_id'),
				$db->quoteName('t.priority_id'),
				$db->quoteName('t.created'),
				$db->quoteName('t.modified'),
				$db->quoteName('t.contact_id'),
				$db->quoteName('t.sla_response_due'),
				$db->quoteName('t.sla_resolution_due'),
				$db->quoteName('t.sla_responded'),
				$db->quoteName('c.title', 'category_title'),
				$db->quoteName('u.name', 'created_by_name'),
				$db->quoteName('ct.name', 'contact_name'),
				$db->quoteName('st.title', 'status_title'),
				$db->quoteName('st.alias', 'status_alias'),
				$db->quoteName('st.color', 'status_color'),
				$db->quoteName('pr.title', 'priority_title'),
				$db->quoteName('pr.alias', 'priority_alias'),
				$db->quoteName('pr.color', 'priority_color'),
				$db->quoteName('st.is_closed', 'status_is_closed'),
			])
			->from($db->quoteName('#__mokosuiteclient_tickets', 't'))
			->leftJoin($db->quoteName('#__mokosuiteclient_ticket_categories', 'c') . ' ON c.id = t.category_id')
			->leftJoin($db->quoteName('#__users', 'u') . ' ON u.id = t.created_by')
			->leftJoin($db->quoteName('#__contact_details', 'ct') . ' ON ct.id = t.contact_id')
			->leftJoin($db->quoteName('#__mokosuiteclient_ticket_statuses', 'st') . ' ON st.id = t.status_id')
			->leftJoin($db->quoteName('#__mokosuiteclient_ticket_priorities', 'pr') . ' ON pr.id = t.priority_id');

		if (!empty($filters['status_id']))
		{
			$query->where($db->quoteName('t.status_id') . ' = ' . (int) $filters['status_id']);
		}

		if (!empty($filters['priority_id']))
		{
			$query->where($db->quoteName('t.priority_id') . ' = ' . (int) $filters['priority_id']);
		}

		if (!empty($filters['assigned_to']))
		{
			$query->where($db->quoteName('t.assigned_to') . ' = ' . (int) $filters['assigned_to']);
		}

		if (!empty($filters['category_id']))
		{
			$query->where($db->quoteName('t.category_id') . ' = ' . (int) $filters['category_id']);
		}

		if (!empty($filters['contact_id']))
		{
			$query->where($db->quoteName('t.contact_id') . ' = ' . (int) $filters['contact_id']);
		}

		$query->order($db->quoteName('t.created') . ' DESC');
		$query->setLimit(50);

		$db->setQuery($query);
		$tickets = $db->loadObjectList() ?: [];

		// Load assignees for each ticket
		foreach ($tickets as $ticket)
		{
			$ticket->assignees = $this->getTicketAssignees((int) $ticket->id);
		}

		return $tickets;
	}

	/**
	 * Get a single ticket with all replies.
	 */
	public function getTicket(int $id): ?object
	{
		$db    = $this->getDatabase();
		$query = $db->getQuery(true)
			->select([
				$db->quoteName('t') . '.*',
				$db->quoteName('c.title', 'category_title'),
				$db->quoteName('u.name', 'created_by_name'),
				$db->quoteName('u.email', 'created_by_email'),
				$db->quoteName('ct.name', 'contact_name'),
				$db->quoteName('ct.email_to', 'contact_email'),
				$db->quoteName('ct.telephone', 'contact_phone'),
				$db->quoteName('st.title', 'status_title'),
				$db->quoteName('st.alias', 'status_alias'),
				$db->quoteName('st.color', 'status_color'),
				$db->quoteName('st.is_closed', 'status_is_closed'),
				$db->quoteName('pr.title', 'priority_title'),
				$db->quoteName('pr.alias', 'priority_alias'),
				$db->quoteName('pr.color', 'priority_color'),
			])
			->from($db->quoteName('#__mokosuiteclient_tickets', 't'))
			->leftJoin($db->quoteName('#__mokosuiteclient_ticket_categories', 'c') . ' ON c.id = t.category_id')
			->leftJoin($db->quoteName('#__users', 'u') . ' ON u.id = t.created_by')
			->leftJoin($db->quoteName('#__contact_details', 'ct') . ' ON ct.id = t.contact_id')
			->leftJoin($db->quoteName('#__mokosuiteclient_ticket_statuses', 'st') . ' ON st.id = t.status_id')
			->leftJoin($db->quoteName('#__mokosuiteclient_ticket_priorities', 'pr') . ' ON pr.id = t.priority_id')
			->where($db->quoteName('t.id') . ' = ' . $id);
		$db->setQuery($query);
		$ticket = $db->loadObject();

		if (!$ticket)
		{
			return null;
		}

		// Load replies
		$query = $db->getQuery(true)
			->select([
				$db->quoteName('r') . '.*',
				$db->quoteName('u.name', 'user_name'),
			])
			->from($db->quoteName('#__mokosuiteclient_ticket_replies', 'r'))
			->leftJoin($db->quoteName('#__users', 'u') . ' ON u.id = r.user_id')
			->where($db->quoteName('r.ticket_id') . ' = ' . $id)
			->order($db->quoteName('r.created') . ' ASC');
		$db->setQuery($query);
		$ticket->replies = $db->loadObjectList() ?: [];

		// Reply count
		$ticket->reply_count = \count($ticket->replies);

		// Load assignees (users + groups)
		$ticket->assignees = $this->getTicketAssignees($id);

		return $ticket;
	}

	/**
	 * Create a new ticket.
	 */
	public function createTicket(array $data): array
	{
		try
		{
			$db   = $this->getDatabase();
			$user = Factory::getApplication()->getIdentity();
			$now  = Factory::getDate()->toSql();

			// Resolve default status/priority from lookup tables
			$defaultStatus   = $this->getDefaultStatus();
			$defaultPriority = $this->getDefaultPriority();

			$ticket = (object) [
				'subject'      => $data['subject'] ?? '',
				'body'         => $data['body'] ?? '',
				'status'       => $defaultStatus->alias ?? 'open',
				'status_id'    => (int) ($data['status_id'] ?? $defaultStatus->id ?? 1),
				'priority'     => $defaultPriority->alias ?? 'normal',
				'priority_id'  => (int) ($data['priority_id'] ?? $defaultPriority->id ?? 2),
				'category_id'  => (int) ($data['category_id'] ?? 0) ?: null,
				'contact_id'   => (int) ($data['contact_id'] ?? 0) ?: null,
				'created_by'   => $user->id,
				'assigned_to'  => (int) ($data['assigned_to'] ?? 0) ?: null,
				'created'      => $now,
				'modified'     => $now,
			];

			// Auto-assign from category
			if (!$ticket->assigned_to && $ticket->category_id)
			{
				$query = $db->getQuery(true)
					->select($db->quoteName('auto_assign_user'))
					->from($db->quoteName('#__mokosuiteclient_ticket_categories'))
					->where($db->quoteName('id') . ' = ' . (int) $ticket->category_id);
				$db->setQuery($query);
				$autoAssign = (int) $db->loadResult();

				if ($autoAssign)
				{
					$ticket->assigned_to = $autoAssign;
				}
			}

			// SLA deadlines from category
			if ($ticket->category_id)
			{
				$query = $db->getQuery(true)
					->select([$db->quoteName('sla_response_minutes'), $db->quoteName('sla_resolution_minutes')])
					->from($db->quoteName('#__mokosuiteclient_ticket_categories'))
					->where($db->quoteName('id') . ' = ' . (int) $ticket->category_id);
				$db->setQuery($query);
				$sla = $db->loadObject();

				if ($sla)
				{
					$ticket->sla_response_due   = Factory::getDate($now)->modify('+' . (int) $sla->sla_response_minutes . ' minutes')->toSql();
					$ticket->sla_resolution_due = Factory::getDate($now)->modify('+' . (int) $sla->sla_resolution_minutes . ' minutes')->toSql();
				}
			}

			$db->insertObject('#__mokosuiteclient_tickets', $ticket, 'id');

			// Handle multi-assignee (users and groups)
			$assignUsers  = array_filter(array_map('intval', (array) ($data['assign_users'] ?? [])));
			$assignGroups = array_filter(array_map('intval', (array) ($data['assign_groups'] ?? [])));

			// Backward compat: single assigned_to becomes a user assignee
			if (empty($assignUsers) && $ticket->assigned_to)
			{
				$assignUsers = [$ticket->assigned_to];
			}

			if (!empty($assignUsers) || !empty($assignGroups))
			{
				$this->setTicketAssignees((int) $ticket->id, $assignUsers, $assignGroups);
			}

			// Save custom field values
			$fieldValues = (array) ($data['custom_fields'] ?? []);

			if (!empty($fieldValues))
			{
				$this->saveFieldValues((int) $ticket->id, $fieldValues);
			}

			// Run automation + notifications
			$this->runAutomation('ticket_created', (int) $ticket->id);
			NotificationService::notify('ticket_created', $this->getTicket((int) $ticket->id));

			return ['success' => true, 'message' => 'Ticket #' . $ticket->id . ' created.', 'id' => (int) $ticket->id];
		}
		catch (\Throwable $e)
		{
			return ['success' => false, 'message' => 'Failed: ' . $e->getMessage()];
		}
	}

	/**
	 * Add a reply to a ticket.
	 */
	public function addReply(int $ticketId, string $body, bool $isInternal = false): array
	{
		try
		{
			$db   = $this->getDatabase();
			$user = Factory::getApplication()->getIdentity();
			$now  = Factory::getDate()->toSql();

			$reply = (object) [
				'ticket_id'   => $ticketId,
				'user_id'     => $user->id,
				'body'        => $body,
				'is_internal' => $isInternal ? 1 : 0,
				'created'     => $now,
			];

			$db->insertObject('#__mokosuiteclient_ticket_replies', $reply, 'id');

			// Mark SLA as responded only for staff replies (not customer self-replies)
			$ticket = $this->getTicket($ticketId);
			$isStaffReply = $ticket && (int) $user->id !== (int) $ticket->created_by;

			$updateQuery = $db->getQuery(true)
				->update($db->quoteName('#__mokosuiteclient_tickets'))
				->set($db->quoteName('modified') . ' = ' . $db->quote($now))
				->where($db->quoteName('id') . ' = ' . $ticketId);

			if ($isStaffReply)
			{
				$updateQuery->set($db->quoteName('sla_responded') . ' = 1')
					->where($db->quoteName('sla_responded') . ' = 0');
			}

			$db->setQuery($updateQuery)->execute();

			// Run automation + notifications (skip internal notes)
			$this->runAutomation('ticket_replied', $ticketId);

			if (!$isInternal)
			{
				NotificationService::notify('ticket_replied', $this->getTicket($ticketId), ['reply_body' => $body]);
			}

			return ['success' => true, 'message' => 'Reply added.'];
		}
		catch (\Throwable $e)
		{
			return ['success' => false, 'message' => 'Failed: ' . $e->getMessage()];
		}
	}

	/** @var bool Guard against automation recursion */
	private bool $automationRunning = false;

	/**
	 * Update ticket status by status ID (lookup table).
	 */
	public function updateStatus(int $ticketId, int $statusId): array
	{
		try
		{
			$db  = $this->getDatabase();
			$now = Factory::getDate()->toSql();

			// Validate status ID against lookup table
			$db->setQuery(
				$db->getQuery(true)
					->select('*')
					->from($db->quoteName('#__mokosuiteclient_ticket_statuses'))
					->where($db->quoteName('id') . ' = ' . $statusId)
			);
			$status = $db->loadObject();

			if (!$status)
			{
				return ['success' => false, 'message' => 'Invalid status.'];
			}

			// Capture old status for notification
			$db->setQuery(
				$db->getQuery(true)
					->select($db->quoteName('status_id'))
					->from($db->quoteName('#__mokosuiteclient_tickets'))
					->where($db->quoteName('id') . ' = ' . $ticketId)
			);
			$oldStatusId = (int) $db->loadResult();

			$sets = [
				$db->quoteName('status') . ' = ' . $db->quote($status->alias),
				$db->quoteName('status_id') . ' = ' . $statusId,
				$db->quoteName('modified') . ' = ' . $db->quote($now),
			];

			if ($status->is_closed)
			{
				$sets[] = $db->quoteName('closed') . ' = ' . $db->quote($now);
			}

			// Set resolved timestamp for "resolved" alias (backward compat)
			if ($status->alias === 'resolved')
			{
				$sets[] = $db->quoteName('resolved') . ' = ' . $db->quote($now);
			}

			$db->setQuery(
				$db->getQuery(true)
					->update($db->quoteName('#__mokosuiteclient_tickets'))
					->set($sets)
					->where($db->quoteName('id') . ' = ' . $ticketId)
			)->execute();

			// Run automation + notifications (with recursion guard)
			if (!$this->automationRunning)
			{
				$this->automationRunning = true;
				$this->runAutomation('status_changed', $ticketId);
				NotificationService::notify('status_changed', $this->getTicket($ticketId), ['old_status_id' => $oldStatusId]);
				$this->automationRunning = false;
			}

			return ['success' => true, 'message' => 'Status updated to ' . $status->title . '.'];
		}
		catch (\Throwable $e)
		{
			$this->automationRunning = false;

			return ['success' => false, 'message' => 'Failed: ' . $e->getMessage()];
		}
	}

	/**
	 * Get all ticket categories.
	 */
	public function getCategories(): array
	{
		$db = $this->getDatabase();
		$db->setQuery(
			$db->getQuery(true)
				->select('*')
				->from($db->quoteName('#__mokosuiteclient_ticket_categories'))
				->where($db->quoteName('published') . ' = 1')
				->order($db->quoteName('ordering') . ' ASC')
		);

		return $db->loadObjectList() ?: [];
	}

	/**
	 * Get assignees for a ticket (users and groups with resolved names).
	 */
	public function getTicketAssignees(int $ticketId): array
	{
		$db = $this->getDatabase();
		$db->setQuery(
			$db->getQuery(true)
				->select('*')
				->from($db->quoteName('#__mokosuiteclient_ticket_assignees'))
				->where($db->quoteName('ticket_id') . ' = ' . $ticketId)
		);
		$rows = $db->loadObjectList() ?: [];

		foreach ($rows as $row)
		{
			if ($row->assignee_type === 'user')
			{
				$db->setQuery(
					$db->getQuery(true)
						->select($db->quoteName('name'))
						->from($db->quoteName('#__users'))
						->where($db->quoteName('id') . ' = ' . (int) $row->assignee_id)
				);
				$row->name = (string) $db->loadResult() ?: 'User #' . $row->assignee_id;
			}
			else
			{
				$db->setQuery(
					$db->getQuery(true)
						->select($db->quoteName('title'))
						->from($db->quoteName('#__usergroups'))
						->where($db->quoteName('id') . ' = ' . (int) $row->assignee_id)
				);
				$row->name = (string) $db->loadResult() ?: 'Group #' . $row->assignee_id;
			}
		}

		return $rows;
	}

	/**
	 * Set assignees for a ticket (replaces existing assignments).
	 *
	 * @param  int    $ticketId  Ticket ID
	 * @param  array  $users     Array of user IDs
	 * @param  array  $groups    Array of user group IDs
	 */
	public function setTicketAssignees(int $ticketId, array $users = [], array $groups = []): void
	{
		$db = $this->getDatabase();

		// Clear existing
		$db->setQuery(
			$db->getQuery(true)
				->delete($db->quoteName('#__mokosuiteclient_ticket_assignees'))
				->where($db->quoteName('ticket_id') . ' = ' . $ticketId)
		)->execute();

		// Insert users
		foreach ($users as $uid)
		{
			$uid = (int) $uid;

			if ($uid > 0)
			{
				$db->insertObject('#__mokosuiteclient_ticket_assignees', (object) [
					'ticket_id'     => $ticketId,
					'assignee_type' => 'user',
					'assignee_id'   => $uid,
				]);
			}
		}

		// Insert groups
		foreach ($groups as $gid)
		{
			$gid = (int) $gid;

			if ($gid > 0)
			{
				$db->insertObject('#__mokosuiteclient_ticket_assignees', (object) [
					'ticket_id'     => $ticketId,
					'assignee_type' => 'group',
					'assignee_id'   => $gid,
				]);
			}
		}
	}

	/**
	 * Get all published Joomla contact records for ticket linking.
	 */
	public function getContacts(): array
	{
		$db = $this->getDatabase();
		$db->setQuery(
			$db->getQuery(true)
				->select([$db->quoteName('id'), $db->quoteName('name')])
				->from($db->quoteName('#__contact_details'))
				->where($db->quoteName('published') . ' = 1')
				->order($db->quoteName('name') . ' ASC')
		);

		return $db->loadObjectList() ?: [];
	}

	/**
	 * Get the default ticket status.
	 */
	public function getDefaultStatus(): ?object
	{
		$db = $this->getDatabase();
		$db->setQuery(
			$db->getQuery(true)
				->select('*')
				->from($db->quoteName('#__mokosuiteclient_ticket_statuses'))
				->where($db->quoteName('is_default') . ' = 1')
				->setLimit(1)
		);

		return $db->loadObject() ?: null;
	}

	/**
	 * Get the default ticket priority.
	 */
	public function getDefaultPriority(): ?object
	{
		$db = $this->getDatabase();
		$db->setQuery(
			$db->getQuery(true)
				->select('*')
				->from($db->quoteName('#__mokosuiteclient_ticket_priorities'))
				->where($db->quoteName('is_default') . ' = 1')
				->setLimit(1)
		);

		return $db->loadObject() ?: null;
	}

	/**
	 * Get all ticket statuses.
	 */
	public function getStatuses(): array
	{
		$db = $this->getDatabase();
		$db->setQuery(
			$db->getQuery(true)
				->select('*')
				->from($db->quoteName('#__mokosuiteclient_ticket_statuses'))
				->order($db->quoteName('ordering') . ' ASC')
		);

		return $db->loadObjectList() ?: [];
	}

	/**
	 * Get all ticket priorities.
	 */
	public function getPriorities(): array
	{
		$db = $this->getDatabase();
		$db->setQuery(
			$db->getQuery(true)
				->select('*')
				->from($db->quoteName('#__mokosuiteclient_ticket_priorities'))
				->order($db->quoteName('ordering') . ' ASC')
		);

		return $db->loadObjectList() ?: [];
	}

	/**
	 * Get backend users for assignee selection.
	 */
	public function getBackendUsers(): array
	{
		$db = $this->getDatabase();
		$db->setQuery(
			$db->getQuery(true)
				->select(['u.id', 'u.name', 'u.username'])
				->from($db->quoteName('#__users', 'u'))
				->where($db->quoteName('u.block') . ' = 0')
				->order($db->quoteName('u.name') . ' ASC')
		);

		return $db->loadObjectList() ?: [];
	}

	/**
	 * Get Joomla user groups for assignee selection.
	 */
	public function getUserGroups(): array
	{
		$db = $this->getDatabase();
		$db->setQuery(
			$db->getQuery(true)
				->select(['id', 'title'])
				->from($db->quoteName('#__usergroups'))
				->order($db->quoteName('title') . ' ASC')
		);

		return $db->loadObjectList() ?: [];
	}

	/**
	 * Get Joomla custom field groups assigned to a ticket category.
	 */
	public function getFieldGroupsForCategory(int $categoryId): array
	{
		$db = $this->getDatabase();
		$db->setQuery(
			$db->getQuery(true)
				->select([$db->quoteName('fg.id'), $db->quoteName('fg.title')])
				->from($db->quoteName('#__mokosuiteclient_ticket_category_field_groups', 'cfg'))
				->innerJoin($db->quoteName('#__fields_groups', 'fg') . ' ON fg.id = cfg.field_group_id')
				->where($db->quoteName('cfg.category_id') . ' = ' . $categoryId)
				->where($db->quoteName('fg.state') . ' = 1')
				->order($db->quoteName('fg.ordering') . ' ASC')
		);

		return $db->loadObjectList() ?: [];
	}

	/**
	 * Get Joomla custom fields for given field group IDs (context: com_mokosuiteclient.ticket).
	 */
	public function getFieldsForGroups(array $groupIds): array
	{
		if (empty($groupIds))
		{
			return [];
		}

		$db  = $this->getDatabase();
		$ids = implode(',', array_map('intval', $groupIds));
		$db->setQuery(
			$db->getQuery(true)
				->select('*')
				->from($db->quoteName('#__fields'))
				->where($db->quoteName('context') . ' = ' . $db->quote('com_mokosuiteclient.ticket'))
				->where($db->quoteName('group_id') . ' IN (' . $ids . ')')
				->where($db->quoteName('state') . ' = 1')
				->order($db->quoteName('ordering') . ' ASC')
		);

		return $db->loadObjectList() ?: [];
	}

	/**
	 * Get custom field values for a ticket.
	 */
	public function getFieldValues(int $ticketId): array
	{
		$db = $this->getDatabase();
		$db->setQuery(
			$db->getQuery(true)
				->select([$db->quoteName('field_id'), $db->quoteName('value')])
				->from($db->quoteName('#__fields_values'))
				->where($db->quoteName('item_id') . ' = ' . $db->quote((string) $ticketId))
		);
		$rows = $db->loadObjectList() ?: [];

		$values = [];

		foreach ($rows as $row)
		{
			$values[(int) $row->field_id] = $row->value;
		}

		return $values;
	}

	/**
	 * Save custom field values for a ticket.
	 */
	public function saveFieldValues(int $ticketId, array $fieldValues): void
	{
		$db = $this->getDatabase();

		foreach ($fieldValues as $fieldId => $value)
		{
			$fieldId = (int) $fieldId;

			// Delete existing
			$db->setQuery(
				$db->getQuery(true)
					->delete($db->quoteName('#__fields_values'))
					->where($db->quoteName('field_id') . ' = ' . $fieldId)
					->where($db->quoteName('item_id') . ' = ' . $db->quote((string) $ticketId))
			)->execute();

			// Insert new value (skip empty)
			if ($value !== '' && $value !== null)
			{
				$db->insertObject('#__fields_values', (object) [
					'field_id' => $fieldId,
					'item_id'  => (string) $ticketId,
					'value'    => $value,
				]);
			}
		}
	}

	/**
	 * Get canned responses, optionally filtered by category.
	 */
	public function getCannedResponses(int $categoryId = 0): array
	{
		$db    = $this->getDatabase();
		$query = $db->getQuery(true)
			->select('*')
			->from($db->quoteName('#__mokosuiteclient_ticket_canned'))
			->order($db->quoteName('ordering') . ' ASC');

		if ($categoryId)
		{
			$query->where('(' . $db->quoteName('category_id') . ' = ' . $categoryId
				. ' OR ' . $db->quoteName('category_id') . ' IS NULL)');
		}

		$db->setQuery($query);

		return $db->loadObjectList() ?: [];
	}

	/**
	 * Get ticket counts by status for dashboard.
	 */
	public function getStatusCounts(): array
	{
		$db = $this->getDatabase();
		$db->setQuery(
			$db->getQuery(true)
				->select([
					$db->quoteName('s.id'),
					$db->quoteName('s.title'),
					$db->quoteName('s.alias'),
					$db->quoteName('s.color'),
					$db->quoteName('s.is_closed'),
					'COUNT(' . $db->quoteName('t.id') . ') AS ' . $db->quoteName('cnt'),
				])
				->from($db->quoteName('#__mokosuiteclient_ticket_statuses', 's'))
				->leftJoin($db->quoteName('#__mokosuiteclient_tickets', 't') . ' ON t.status_id = s.id')
				->group($db->quoteName('s.id'))
				->order($db->quoteName('s.ordering') . ' ASC')
		);

		return $db->loadObjectList() ?: [];
	}

	/**
	 * Get overdue tickets (SLA breached).
	 */
	public function getOverdueTickets(): array
	{
		$db  = $this->getDatabase();
		$now = Factory::getDate()->toSql();

		$query = $db->getQuery(true)
			->select(['t.' . $db->quoteName('id'), $db->quoteName('t.subject'), $db->quoteName('t.priority'),
				$db->quoteName('t.sla_response_due'), $db->quoteName('t.sla_resolution_due'), $db->quoteName('t.sla_responded')])
			->from($db->quoteName('#__mokosuiteclient_tickets', 't'))
			->leftJoin($db->quoteName('#__mokosuiteclient_ticket_statuses', 's') . ' ON s.id = t.status_id')
			->where('(' . $db->quoteName('s.is_closed') . ' = 0 OR ' . $db->quoteName('s.is_closed') . ' IS NULL)')
			->where('((' . $db->quoteName('sla_response_due') . ' < ' . $db->quote($now) . ' AND ' . $db->quoteName('sla_responded') . ' = 0)'
				. ' OR ' . $db->quoteName('sla_resolution_due') . ' < ' . $db->quote($now) . ')')
			->order($db->quoteName('sla_resolution_due') . ' ASC');
		$db->setQuery($query);

		return $db->loadObjectList() ?: [];
	}

	// ==================================================================
	// Automation Engine
	// ==================================================================

	/**
	 * Run automation rules for a specific trigger event against a ticket.
	 *
	 * @param  string  $event     trigger_event: ticket_created, ticket_replied, status_changed, scheduled
	 * @param  int     $ticketId  The ticket to evaluate
	 */
	public function runAutomation(string $event, int $ticketId): void
	{
		try
		{
			$db = $this->getDatabase();

			// Load enabled rules for this event
			$query = $db->getQuery(true)
				->select('*')
				->from($db->quoteName('#__mokosuiteclient_ticket_automation'))
				->where($db->quoteName('trigger_event') . ' = ' . $db->quote($event))
				->where($db->quoteName('enabled') . ' = 1')
				->order($db->quoteName('ordering') . ' ASC');
			$db->setQuery($query);
			$rules = $db->loadObjectList() ?: [];

			if (empty($rules))
			{
				return;
			}

			// Load the ticket
			$ticket = $this->getTicket($ticketId);

			if (!$ticket)
			{
				return;
			}

			// Calculate age in hours
			$ticket->age_hours = (time() - strtotime($ticket->created)) / 3600;

			foreach ($rules as $rule)
			{
				$conditions = json_decode($rule->conditions, true) ?: [];
				$actions    = json_decode($rule->actions, true) ?: [];

				if ($this->evaluateConditions($conditions, $ticket))
				{
					$this->executeActions($actions, $ticketId, $ticket);
				}
			}
		}
		catch (\Throwable $e)
		{
			\Joomla\CMS\Log\Log::add('Automation error: ' . $e->getMessage(), \Joomla\CMS\Log\Log::WARNING, 'mokosuiteclient');
		}
	}

	/**
	 * Run all scheduled automation rules against all open tickets.
	 */
	public function runScheduledAutomation(): array
	{
		$db      = $this->getDatabase();
		$results = ['evaluated' => 0, 'acted' => 0];

		// Load scheduled rules
		$query = $db->getQuery(true)
			->select('*')
			->from($db->quoteName('#__mokosuiteclient_ticket_automation'))
			->where($db->quoteName('trigger_event') . ' = ' . $db->quote('scheduled'))
			->where($db->quoteName('enabled') . ' = 1')
			->order($db->quoteName('ordering') . ' ASC');
		$db->setQuery($query);
		$rules = $db->loadObjectList() ?: [];

		if (empty($rules))
		{
			return $results;
		}

		// Load all non-closed tickets
		$query = $db->getQuery(true)
			->select('*')
			->from($db->quoteName('#__mokosuiteclient_tickets'))
			->where($db->quoteName('status') . ' != ' . $db->quote('closed'));
		$db->setQuery($query);
		$tickets = $db->loadObjectList() ?: [];

		foreach ($tickets as $ticket)
		{
			$ticket->age_hours = (time() - strtotime($ticket->created)) / 3600;
			$ticket->replies   = [];
			$results['evaluated']++;

			foreach ($rules as $rule)
			{
				$conditions = json_decode($rule->conditions, true) ?: [];
				$actions    = json_decode($rule->actions, true) ?: [];

				if ($this->evaluateConditions($conditions, $ticket))
				{
					$this->executeActions($actions, (int) $ticket->id, $ticket);
					$results['acted']++;
				}
			}
		}

		return $results;
	}

	/**
	 * Evaluate a set of conditions against a ticket (all must match).
	 */
	private function evaluateConditions(array $conditions, object $ticket): bool
	{
		foreach ($conditions as $cond)
		{
			$field = $cond['field'] ?? '';
			$op    = $cond['op'] ?? 'eq';
			$value = $cond['value'] ?? '';

			$ticketValue = $ticket->{$field} ?? null;

			if ($ticketValue === null)
			{
				return false;
			}

			switch ($op)
			{
				case 'eq':
					if ((string) $ticketValue !== (string) $value) return false;
					break;
				case 'neq':
					if ((string) $ticketValue === (string) $value) return false;
					break;
				case 'gt':
					if ((float) $ticketValue <= (float) $value) return false;
					break;
				case 'lt':
					if ((float) $ticketValue >= (float) $value) return false;
					break;
				case 'in':
					$list = array_map('trim', explode(',', $value));
					if (!\in_array((string) $ticketValue, $list, true)) return false;
					break;
				case 'not_in':
					$list = array_map('trim', explode(',', $value));
					if (\in_array((string) $ticketValue, $list, true)) return false;
					break;
				default:
					return false;
			}
		}

		return true;
	}

	/**
	 * Execute a set of actions on a ticket.
	 */
	private function executeActions(array $actions, int $ticketId, object $ticket): void
	{
		$db  = $this->getDatabase();
		$now = Factory::getDate()->toSql();

		foreach ($actions as $action)
		{
			$type  = $action['type'] ?? '';
			$value = $action['value'] ?? '';

			switch ($type)
			{
				case 'set_status':
					$this->updateStatus($ticketId, $value);
					break;

				case 'set_priority':
					$db->setQuery(
						$db->getQuery(true)
							->update($db->quoteName('#__mokosuiteclient_tickets'))
							->set($db->quoteName('priority') . ' = ' . $db->quote($value))
							->set($db->quoteName('modified') . ' = ' . $db->quote($now))
							->where($db->quoteName('id') . ' = ' . $ticketId)
					)->execute();
					break;

				case 'assign':
					$db->setQuery(
						$db->getQuery(true)
							->update($db->quoteName('#__mokosuiteclient_tickets'))
							->set($db->quoteName('assigned_to') . ' = ' . (int) $value)
							->set($db->quoteName('modified') . ' = ' . $db->quote($now))
							->where($db->quoteName('id') . ' = ' . $ticketId)
					)->execute();
					break;

				case 'add_note':
					$reply = (object) [
						'ticket_id'   => $ticketId,
						'user_id'     => 0,
						'body'        => $value,
						'is_internal' => 1,
						'created'     => $now,
					];
					$db->insertObject('#__mokosuiteclient_ticket_replies', $reply, 'id');
					break;

				case 'send_email':
					// value = email address or comma-separated list
					$emails = array_filter(array_map('trim', explode(',', $value)));

					foreach ($emails as $email)
					{
						try
						{
							$mailer = Factory::getMailer();
							$mailer->addRecipient($email);
							$mailer->setSubject('[Ticket #' . $ticketId . '] Automation Alert');
							$mailer->setBody('Automation rule triggered for ticket #' . $ticketId . ': ' . ($ticket->subject ?? ''));
							$mailer->isHtml(false);
							$mailer->Send();
						}
						catch (\Throwable $e)
						{
							\Joomla\CMS\Log\Log::add('Automation email failed: ' . $e->getMessage(), \Joomla\CMS\Log\Log::WARNING, 'mokosuiteclient');
						}
					}
					break;

				case 'create_ticket':
					// value = JSON: {"subject":"...","body":"...","category_id":1,"priority":"normal","behavior":"append"}
					$ticketData = json_decode($value, true) ?: [];
					$behavior   = $ticketData['behavior'] ?? 'append';
					$userId     = (int) ($ticket->created_by ?? 0);
					$catId      = (int) ($ticketData['category_id'] ?? 0);

					if ($behavior === 'append' && $userId > 0)
					{
						// Check for existing open ticket from this user in this category
						$db->setQuery(
							$db->getQuery(true)
								->select($db->quoteName('id'))
								->from($db->quoteName('#__mokosuiteclient_tickets'))
								->where($db->quoteName('created_by') . ' = ' . $userId)
								->where($db->quoteName('status') . ' NOT IN (' . $db->quote('resolved') . ',' . $db->quote('closed') . ')')
								->where($catId ? $db->quoteName('category_id') . ' = ' . $catId : '1=1')
								->order($db->quoteName('created') . ' DESC')
								->setLimit(1)
						);
						$existingId = (int) $db->loadResult();

						if ($existingId)
						{
							$this->addReply($existingId, $ticketData['body'] ?? 'Automation event', true);
							break;
						}
					}
					elseif ($behavior === 'skip_if_open' && $userId > 0)
					{
						$db->setQuery(
							$db->getQuery(true)
								->select('COUNT(*)')
								->from($db->quoteName('#__mokosuiteclient_tickets'))
								->where($db->quoteName('created_by') . ' = ' . $userId)
								->where($db->quoteName('status') . ' NOT IN (' . $db->quote('resolved') . ',' . $db->quote('closed') . ')')
						);

						if ((int) $db->loadResult() > 0)
						{
							break;
						}
					}

					// Create new ticket
					$this->createTicket([
						'subject'     => $ticketData['subject'] ?? 'Automation: ' . ($ticket->subject ?? 'System event'),
						'body'        => $ticketData['body'] ?? '',
						'priority'    => $ticketData['priority'] ?? 'normal',
						'category_id' => $catId,
					]);
					break;
			}
		}
	}

	/**
	 * Run automation for a system event (not tied to a specific ticket).
	 * Creates a virtual ticket context from event data.
	 */
	public function runSystemEventAutomation(string $event, array $eventData = []): void
	{
		try
		{
			$db = $this->getDatabase();

			$query = $db->getQuery(true)
				->select('*')
				->from($db->quoteName('#__mokosuiteclient_ticket_automation'))
				->where($db->quoteName('trigger_event') . ' = ' . $db->quote($event))
				->where($db->quoteName('enabled') . ' = 1')
				->order($db->quoteName('ordering') . ' ASC');
			$db->setQuery($query);
			$rules = $db->loadObjectList() ?: [];

			if (empty($rules))
			{
				return;
			}

			// Build a virtual ticket-like object from event data
			$context = (object) array_merge([
				'id'         => 0,
				'subject'    => $eventData['subject'] ?? $event,
				'body'       => $eventData['body'] ?? '',
				'status'     => 'open',
				'priority'   => $eventData['priority'] ?? 'normal',
				'created_by' => $eventData['user_id'] ?? 0,
				'created'    => gmdate('Y-m-d H:i:s'),
				'age_hours'  => 0,
			], $eventData);

			foreach ($rules as $rule)
			{
				$conditions = json_decode($rule->conditions, true) ?: [];
				$actions    = json_decode($rule->actions, true) ?: [];

				if (empty($conditions) || $this->evaluateConditions($conditions, $context))
				{
					$this->executeActions($actions, 0, $context);
				}
			}
		}
		catch (\Throwable $e)
		{
			\Joomla\CMS\Log\Log::add('System event automation error: ' . $e->getMessage(), \Joomla\CMS\Log\Log::WARNING, 'mokosuiteclient');
		}
	}

	/**
	 * Get all automation rules.
	 */
	public function getAutomationRules(): array
	{
		$db = $this->getDatabase();
		$db->setQuery(
			$db->getQuery(true)
				->select('*')
				->from($db->quoteName('#__mokosuiteclient_ticket_automation'))
				->order($db->quoteName('ordering') . ' ASC')
		);

		return $db->loadObjectList() ?: [];
	}

	// ==================================================================
	// Status/Priority CRUD
	// ==================================================================

	public function saveStatus(array $data): array
	{
		$db  = $this->getDatabase();
		$obj = (object) $data;

		if (!empty($obj->title) && empty($obj->alias))
		{
			$obj->alias = strtolower(preg_replace('/[^a-z0-9]+/i', '_', $obj->title));
		}

		if (empty($obj->id))
		{
			unset($obj->id);
			$db->insertObject('#__mokosuiteclient_ticket_statuses', $obj, 'id');

			return ['status' => 'ok', 'id' => (int) $obj->id, 'message' => 'Status created'];
		}

		$db->updateObject('#__mokosuiteclient_ticket_statuses', $obj, 'id');

		return ['status' => 'ok', 'id' => (int) $obj->id, 'message' => 'Status updated'];
	}

	public function deleteStatus(int $id): array
	{
		if ($id < 1)
		{
			return ['status' => 'error', 'message' => 'Invalid ID'];
		}

		$db = $this->getDatabase();

		// Check no tickets use this status
		$db->setQuery(
			$db->getQuery(true)
				->select('COUNT(*)')
				->from($db->quoteName('#__mokosuiteclient_tickets'))
				->where($db->quoteName('status_id') . ' = ' . $id)
		);

		if ((int) $db->loadResult() > 0)
		{
			return ['status' => 'error', 'message' => 'Cannot delete — status is in use by tickets'];
		}

		$db->setQuery(
			$db->getQuery(true)
				->delete($db->quoteName('#__mokosuiteclient_ticket_statuses'))
				->where($db->quoteName('id') . ' = ' . $id)
		)->execute();

		return ['status' => 'ok', 'message' => 'Status deleted'];
	}

	public function savePriority(array $data): array
	{
		$db  = $this->getDatabase();
		$obj = (object) $data;

		if (!empty($obj->title) && empty($obj->alias))
		{
			$obj->alias = strtolower(preg_replace('/[^a-z0-9]+/i', '_', $obj->title));
		}

		if (empty($obj->id))
		{
			unset($obj->id);
			$db->insertObject('#__mokosuiteclient_ticket_priorities', $obj, 'id');

			return ['status' => 'ok', 'id' => (int) $obj->id, 'message' => 'Priority created'];
		}

		$db->updateObject('#__mokosuiteclient_ticket_priorities', $obj, 'id');

		return ['status' => 'ok', 'id' => (int) $obj->id, 'message' => 'Priority updated'];
	}

	public function deletePriority(int $id): array
	{
		if ($id < 1)
		{
			return ['status' => 'error', 'message' => 'Invalid ID'];
		}

		$db = $this->getDatabase();

		$db->setQuery(
			$db->getQuery(true)
				->select('COUNT(*)')
				->from($db->quoteName('#__mokosuiteclient_tickets'))
				->where($db->quoteName('priority_id') . ' = ' . $id)
		);

		if ((int) $db->loadResult() > 0)
		{
			return ['status' => 'error', 'message' => 'Cannot delete — priority is in use by tickets'];
		}

		$db->setQuery(
			$db->getQuery(true)
				->delete($db->quoteName('#__mokosuiteclient_ticket_priorities'))
				->where($db->quoteName('id') . ' = ' . $id)
		)->execute();

		return ['status' => 'ok', 'message' => 'Priority deleted'];
	}

	// ==================================================================
	// Akeeba Ticket System Importer
	// ==================================================================

	/**
	 * Check if ATS tables exist and return counts.
	 */
	public function checkAtsAvailable(): ?object
	{
		$db = $this->getDatabase();

		try
		{
			$db->setQuery('SELECT COUNT(*) FROM #__ats_tickets');
			$tickets = (int) $db->loadResult();

			$db->setQuery('SELECT COUNT(*) FROM #__ats_posts');
			$posts = (int) $db->loadResult();

			$db->setQuery('SELECT COUNT(*) FROM #__ats_cannedreplies');
			$canned = (int) $db->loadResult();

			return (object) ['tickets' => $tickets, 'posts' => $posts, 'canned' => $canned];
		}
		catch (\Throwable $e)
		{
			return null;
		}
	}

	/**
	 * Import tickets, replies, and canned responses from Akeeba Ticket System.
	 */
	public function importFromAts(): array
	{
		$db      = $this->getDatabase();
		$results = ['tickets' => 0, 'replies' => 0, 'canned' => 0, 'errors' => []];

		try
		{
			// Status mapping: ATS → MokoSuiteClient
			$statusMap = [
				'O' => 'open',       // Open
				'P' => 'in_progress', // Pending (staff action needed)
				'C' => 'closed',     // Closed
			];
			// Numeric statuses 1-99 are custom — map to open
			for ($i = 1; $i <= 99; $i++)
			{
				$statusMap[(string) $i] = 'open';
			}

			// Priority mapping: ATS uses 1-5, we use enum
			$priorityMap = [
				1 => 'low',
				2 => 'low',
				3 => 'normal',
				4 => 'high',
				5 => 'urgent',
			];

			// Category mapping: ATS uses Joomla categories, map catid to our category
			// Default all to General Support (1) — admin can reassign later
			$defaultCategory = 1;

			// Import canned replies first
			$db->setQuery('SELECT * FROM #__ats_cannedreplies WHERE enabled = 1 ORDER BY ordering');
			$atsCanned = $db->loadObjectList() ?: [];

			foreach ($atsCanned as $c)
			{
				$exists = $db->setQuery(
					$db->getQuery(true)
						->select('COUNT(*)')
						->from('#__mokosuiteclient_ticket_canned')
						->where($db->quoteName('title') . ' = ' . $db->quote($c->title))
				)->loadResult();

				if ((int) $exists > 0)
				{
					continue;
				}

				$row = (object) [
					'title'       => $c->title,
					'body'        => strip_tags($c->reply ?? ''),
					'category_id' => null,
					'ordering'    => (int) ($c->ordering ?? 0),
				];
				$db->insertObject('#__mokosuiteclient_ticket_canned', $row, 'id');
				$results['canned']++;
			}

			// Import tickets
			$db->setQuery('SELECT * FROM #__ats_tickets ORDER BY id');
			$atsTickets = $db->loadObjectList() ?: [];

			$ticketIdMap = []; // ATS id → MokoSuiteClient id

			foreach ($atsTickets as $t)
			{
				// Skip if already imported (check by subject + created_by + created)
				$exists = $db->setQuery(
					$db->getQuery(true)
						->select('COUNT(*)')
						->from('#__mokosuiteclient_tickets')
						->where($db->quoteName('subject') . ' = ' . $db->quote($t->title))
						->where($db->quoteName('created_by') . ' = ' . (int) $t->created_by)
				)->loadResult();

				if ((int) $exists > 0)
				{
					continue;
				}

				$status   = $statusMap[$t->status] ?? 'open';
				$priority = $priorityMap[(int) $t->priority] ?? 'normal';

				$row = (object) [
					'subject'      => $t->title,
					'body'         => '',
					'status'       => $status,
					'priority'     => $priority,
					'category_id'  => $defaultCategory,
					'created_by'   => (int) $t->created_by,
					'assigned_to'  => (int) $t->assigned_to ?: null,
					'created'      => $t->created ?: Factory::getDate()->toSql(),
					'modified'     => $t->modified,
					'resolved'     => $status === 'closed' ? ($t->modified ?: $t->created) : null,
					'closed'       => $status === 'closed' ? ($t->modified ?: $t->created) : null,
					'sla_responded' => 1,
				];

				$db->insertObject('#__mokosuiteclient_tickets', $row, 'id');
				$ticketIdMap[(int) $t->id] = (int) $row->id;
				$results['tickets']++;
			}

			// Import posts (replies)
			$db->setQuery('SELECT * FROM #__ats_posts ORDER BY id');
			$atsPosts = $db->loadObjectList() ?: [];

			foreach ($atsPosts as $p)
			{
				$newTicketId = $ticketIdMap[(int) $p->ticket_id] ?? null;

				if (!$newTicketId)
				{
					continue;
				}

				// First post of a ticket is usually the ticket body — update the ticket
				if (empty($results['first_post_' . $p->ticket_id]))
				{
					$results['first_post_' . $p->ticket_id] = true;
					$body = strip_tags($p->content_html ?? '');
					$db->setQuery(
						$db->getQuery(true)
							->update('#__mokosuiteclient_tickets')
							->set($db->quoteName('body') . ' = ' . $db->quote($body))
							->where($db->quoteName('id') . ' = ' . $newTicketId)
					)->execute();

					continue;
				}

				$row = (object) [
					'ticket_id'   => $newTicketId,
					'user_id'     => (int) $p->created_by,
					'body'        => strip_tags($p->content_html ?? ''),
					'is_internal' => 0,
					'created'     => $p->created ?: Factory::getDate()->toSql(),
				];

				$db->insertObject('#__mokosuiteclient_ticket_replies', $row, 'id');
				$results['replies']++;
			}

			// Clean up temp tracking keys
			foreach (array_keys($results) as $k)
			{
				if (str_starts_with($k, 'first_post_'))
				{
					unset($results[$k]);
				}
			}

			return [
				'success' => true,
				'message' => sprintf(
					'Imported %d tickets, %d replies, %d canned responses from Akeeba Ticket System.',
					$results['tickets'], $results['replies'], $results['canned']
				),
				'counts'  => $results,
			];
		}
		catch (\Throwable $e)
		{
			return ['success' => false, 'message' => 'Import failed: ' . $e->getMessage()];
		}
	}
}