temp commit

apps/complaints/migrations/0005_complaintexplanation_explanationattachment_and_more.py

@@ -0,0 +1,68 @@
+# Generated by Django 5.0.14 on 2026-01-10 20:27
+
+import django.db.models.deletion
+import uuid
+from django.conf import settings
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('complaints', '0004_inquiryattachment_inquiryupdate'),
+        ('organizations', '0006_staff_email'),
+        migrations.swappable_dependency(settings.AUTH_USER_MODEL),
+    ]
+
+    operations = [
+        migrations.CreateModel(
+            name='ComplaintExplanation',
+            fields=[
+                ('created_at', models.DateTimeField(auto_now_add=True, db_index=True)),
+                ('updated_at', models.DateTimeField(auto_now=True)),
+                ('id', models.UUIDField(default=uuid.uuid4, editable=False, primary_key=True, serialize=False)),
+                ('explanation', models.TextField(help_text="Staff's explanation about the complaint")),
+                ('token', models.CharField(db_index=True, help_text='Unique access token for explanation submission', max_length=64, unique=True)),
+                ('is_used', models.BooleanField(db_index=True, default=False, help_text='Token expiry tracking - becomes True after submission')),
+                ('submitted_via', models.CharField(choices=[('email_link', 'Email Link'), ('direct', 'Direct Entry')], default='email_link', help_text='How the explanation was submitted', max_length=20)),
+                ('email_sent_at', models.DateTimeField(blank=True, help_text='When the explanation request email was sent', null=True)),
+                ('responded_at', models.DateTimeField(blank=True, help_text='When the explanation was submitted', null=True)),
+                ('request_message', models.TextField(blank=True, help_text='Optional message sent with the explanation request')),
+                ('complaint', models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='explanations', to='complaints.complaint')),
+                ('requested_by', models.ForeignKey(blank=True, help_text='User who requested the explanation', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='requested_complaint_explanations', to=settings.AUTH_USER_MODEL)),
+                ('staff', models.ForeignKey(blank=True, help_text='Staff member who submitted the explanation', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='complaint_explanations', to='organizations.staff')),
+            ],
+            options={
+                'verbose_name': 'Complaint Explanation',
+                'verbose_name_plural': 'Complaint Explanations',
+                'ordering': ['-created_at'],
+            },
+        ),
+        migrations.CreateModel(
+            name='ExplanationAttachment',
+            fields=[
+                ('created_at', models.DateTimeField(auto_now_add=True, db_index=True)),
+                ('updated_at', models.DateTimeField(auto_now=True)),
+                ('id', models.UUIDField(default=uuid.uuid4, editable=False, primary_key=True, serialize=False)),
+                ('file', models.FileField(upload_to='explanation_attachments/%Y/%m/%d/')),
+                ('filename', models.CharField(max_length=500)),
+                ('file_type', models.CharField(blank=True, max_length=100)),
+                ('file_size', models.IntegerField(help_text='File size in bytes')),
+                ('description', models.TextField(blank=True)),
+                ('explanation', models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='attachments', to='complaints.complaintexplanation')),
+            ],
+            options={
+                'verbose_name': 'Explanation Attachment',
+                'verbose_name_plural': 'Explanation Attachments',
+                'ordering': ['-created_at'],
+            },
+        ),
+        migrations.AddIndex(
+            model_name='complaintexplanation',
+            index=models.Index(fields=['complaint', '-created_at'], name='complaints__complai_b20e58_idx'),
+        ),
+        migrations.AddIndex(
+            model_name='complaintexplanation',
+            index=models.Index(fields=['token', 'is_used'], name='complaints__token_f8f9b7_idx'),
+        ),
+    ]

apps/complaints/models.py

@@ -811,7 +811,7 @@ class Inquiry(UUIDModel, TimeStampedModel):
 class InquiryUpdate(UUIDModel, TimeStampedModel):
     """
     Inquiry update/timeline entry.
-    
+
     Tracks all updates, status changes, and communications for inquiries.
     """
     inquiry = models.ForeignKey(
@@ -819,7 +819,7 @@ class InquiryUpdate(UUIDModel, TimeStampedModel):
         on_delete=models.CASCADE,
         related_name='updates'
     )
-    
+
     # Update details
     update_type = models.CharField(
         max_length=50,
@@ -832,9 +832,9 @@ class InquiryUpdate(UUIDModel, TimeStampedModel):
         ],
         db_index=True
     )
-    
+
     message = models.TextField()
-    
+
     # User who made the update
     created_by = models.ForeignKey(
         'accounts.User',
@@ -842,20 +842,20 @@ class InquiryUpdate(UUIDModel, TimeStampedModel):
         null=True,
         related_name='inquiry_updates'
     )
-    
+
     # Status change tracking
     old_status = models.CharField(max_length=20, blank=True)
     new_status = models.CharField(max_length=20, blank=True)
-    
+
     # Metadata
     metadata = models.JSONField(default=dict, blank=True)
-    
+
     class Meta:
         ordering = ['-created_at']
         indexes = [
             models.Index(fields=['inquiry', '-created_at']),
         ]
-    
+
     def __str__(self):
         return f"{self.inquiry} - {self.update_type} - {self.created_at.strftime('%Y-%m-%d %H:%M')}"
 
@@ -867,23 +867,146 @@ class InquiryAttachment(UUIDModel, TimeStampedModel):
         on_delete=models.CASCADE,
         related_name='attachments'
     )
-    
+
     file = models.FileField(upload_to='inquiries/%Y/%m/%d/')
     filename = models.CharField(max_length=500)
     file_type = models.CharField(max_length=100, blank=True)
     file_size = models.IntegerField(help_text="File size in bytes")
-    
+
     uploaded_by = models.ForeignKey(
         'accounts.User',
         on_delete=models.SET_NULL,
         null=True,
         related_name='inquiry_attachments'
     )
-    
+
     description = models.TextField(blank=True)
-    
+
     class Meta:
         ordering = ['-created_at']
-    
+
     def __str__(self):
         return f"{self.inquiry} - {self.filename}"
+
+
+class ComplaintExplanation(UUIDModel, TimeStampedModel):
+    """
+    Staff/recipient explanation about a complaint.
+
+    Allows staff members to submit their perspective via token-based link.
+    Each staff member can submit one explanation per complaint.
+    """
+    complaint = models.ForeignKey(
+        Complaint,
+        on_delete=models.CASCADE,
+        related_name='explanations'
+    )
+
+    staff = models.ForeignKey(
+        'organizations.Staff',
+        on_delete=models.SET_NULL,
+        null=True,
+        blank=True,
+        related_name='complaint_explanations',
+        help_text="Staff member who submitted the explanation"
+    )
+
+    explanation = models.TextField(
+        help_text="Staff's explanation about the complaint"
+    )
+
+    token = models.CharField(
+        max_length=64,
+        unique=True,
+        db_index=True,
+        help_text="Unique access token for explanation submission"
+    )
+
+    is_used = models.BooleanField(
+        default=False,
+        db_index=True,
+        help_text="Token expiry tracking - becomes True after submission"
+    )
+
+    submitted_via = models.CharField(
+        max_length=20,
+        choices=[
+            ('email_link', 'Email Link'),
+            ('direct', 'Direct Entry'),
+        ],
+        default='email_link',
+        help_text="How the explanation was submitted"
+    )
+
+    email_sent_at = models.DateTimeField(
+        null=True,
+        blank=True,
+        help_text="When the explanation request email was sent"
+    )
+
+    responded_at = models.DateTimeField(
+        null=True,
+        blank=True,
+        help_text="When the explanation was submitted"
+    )
+
+    # Request details
+    requested_by = models.ForeignKey(
+        'accounts.User',
+        on_delete=models.SET_NULL,
+        null=True,
+        blank=True,
+        related_name='requested_complaint_explanations',
+        help_text="User who requested the explanation"
+    )
+
+    request_message = models.TextField(
+        blank=True,
+        help_text="Optional message sent with the explanation request"
+    )
+
+    class Meta:
+        ordering = ['-created_at']
+        verbose_name = 'Complaint Explanation'
+        verbose_name_plural = 'Complaint Explanations'
+        indexes = [
+            models.Index(fields=['complaint', '-created_at']),
+            models.Index(fields=['token', 'is_used']),
+        ]
+
+    def __str__(self):
+        staff_name = self.staff if self.staff else 'Unknown'
+        return f"{self.complaint} - {staff_name} - {'Submitted' if self.is_used else 'Pending'}"
+
+    @property
+    def is_expired(self):
+        """Check if token is expired (already used)"""
+        return self.is_used
+
+    def can_submit(self):
+        """Check if explanation can still be submitted"""
+        return not self.is_used
+
+
+class ExplanationAttachment(UUIDModel, TimeStampedModel):
+    """Attachment for complaint explanation"""
+    explanation = models.ForeignKey(
+        ComplaintExplanation,
+        on_delete=models.CASCADE,
+        related_name='attachments'
+    )
+
+    file = models.FileField(upload_to='explanation_attachments/%Y/%m/%d/')
+    filename = models.CharField(max_length=500)
+    file_type = models.CharField(max_length=100, blank=True)
+    file_size = models.IntegerField(help_text="File size in bytes")
+
+    description = models.TextField(blank=True)
+
+    class Meta:
+        ordering = ['-created_at']
+        verbose_name = 'Explanation Attachment'
+        verbose_name_plural = 'Explanation Attachments'
+
+    def __str__(self):
+        return f"{self.explanation} - {self.filename}"

apps/complaints/urls.py

@@ -1,7 +1,13 @@
 from django.urls import include, path
 from rest_framework.routers import DefaultRouter
 
-from .views import ComplaintAttachmentViewSet, ComplaintViewSet, InquiryViewSet
+from .views import (
+    ComplaintAttachmentViewSet,
+    ComplaintViewSet,
+    InquiryViewSet,
+    complaint_explanation_form,
+    generate_complaint_pdf,
+)
 from . import ui_views
 
 app_name = 'complaints'
@@ -55,6 +61,12 @@ urlpatterns = [
     path('public/api/load-departments/', ui_views.api_load_departments, name='api_load_departments'),
     path('public/api/load-categories/', ui_views.api_load_categories, name='api_load_categories'),
 
+    # Public Explanation Form (No Authentication Required)
+    path('<uuid:complaint_id>/explain/<str:token>/', complaint_explanation_form, name='complaint_explanation_form'),
+
+    # PDF Export
+    path('<uuid:pk>/pdf/', generate_complaint_pdf, name='complaint_pdf'),
+
     # API Routes
     path('', include(router.urls)),
 ]

apps/complaints/views.py

@@ -656,6 +656,11 @@ class ComplaintViewSet(viewsets.ModelViewSet):
 
         Sends complaint notification with AI-generated summary (editable by user).
         Logs the operation to NotificationLog and ComplaintUpdate.
+
+        Recipient Priority:
+        1. Staff with user account
+        2. Staff with email field
+        3. Department manager
         """
         complaint = self.get_object()
 
@@ -670,26 +675,36 @@ class ComplaintViewSet(viewsets.ModelViewSet):
         # Get additional message (optional)
         additional_message = request.data.get('additional_message', '').strip()
 
-        # Determine recipient
+        # Determine recipient with priority logic
         recipient = None
         recipient_display = None
         recipient_type = None
+        recipient_email = None
 
-        # Priority 1: Staff member mentioned in complaint
+        # Priority 1: Staff member with user account
         if complaint.staff and complaint.staff.user:
             recipient = complaint.staff.user
-            recipient_display = complaint.staff.get_full_name()
-            recipient_type = 'Staff Member'
-        # Priority 2: Department head
+            recipient_display = str(complaint.staff)
+            recipient_type = 'Staff Member (User Account)'
+            recipient_email = recipient.email
+
+        # Priority 2: Staff member with email field (no user account)
+        elif complaint.staff and complaint.staff.email:
+            recipient_display = str(complaint.staff)
+            recipient_type = 'Staff Member (Email)'
+            recipient_email = complaint.staff.email
+
+        # Priority 3: Department head
         elif complaint.department and complaint.department.manager:
             recipient = complaint.department.manager
             recipient_display = recipient.get_full_name()
             recipient_type = 'Department Head'
+            recipient_email = recipient.email
 
-        # Check if we found a recipient
-        if not recipient or not recipient.email:
+        # Check if we found a recipient with email
+        if not recipient_email:
             return Response(
-                {'error': 'No valid recipient found. Complaint must have either a staff member with user account, or a department manager with email.'},
+                {'error': 'No valid recipient found. Complaint must have staff with email, or a department manager with email.'},
                 status=status.HTTP_400_BAD_REQUEST
             )
 
@@ -698,7 +713,7 @@ class ComplaintViewSet(viewsets.ModelViewSet):
 
         # Build email body
         email_body = f"""
-Dear {recipient.get_full_name()},
+Dear {recipient_display},
 
 You have been assigned to review the following complaint:
 
@@ -755,14 +770,14 @@ This is an automated message from PX360 Complaint Management System.
 
         try:
             notification_log = NotificationService.send_email(
-                email=recipient.email,
+                email=recipient_email,
                 subject=subject,
                 message=email_body,
                 related_object=complaint,
                 metadata={
                     'notification_type': 'complaint_notification',
                     'recipient_type': recipient_type,
-                    'recipient_id': str(recipient.id),
+                    'recipient_id': str(recipient.id) if recipient else None,
                     'sender_id': str(request.user.id),
                     'has_additional_message': bool(additional_message)
                 }
@@ -781,7 +796,7 @@ This is an automated message from PX360 Complaint Management System.
             created_by=request.user,
             metadata={
                 'recipient_type': recipient_type,
-                'recipient_id': str(recipient.id),
+                'recipient_id': str(recipient.id) if recipient else None,
                 'notification_log_id': str(notification_log.id) if notification_log else None
             }
         )
@@ -794,8 +809,8 @@ This is an automated message from PX360 Complaint Management System.
             content_object=complaint,
             metadata={
                 'recipient_type': recipient_type,
-                'recipient_id': str(recipient.id),
-                'recipient_email': recipient.email
+                'recipient_id': str(recipient.id) if recipient else None,
+                'recipient_email': recipient_email
             }
         )
 
@@ -804,7 +819,193 @@ This is an automated message from PX360 Complaint Management System.
             'message': 'Email notification sent successfully',
             'recipient': recipient_display,
             'recipient_type': recipient_type,
-            'recipient_email': recipient.email
+            'recipient_email': recipient_email
+        })
+
+    @action(detail=True, methods=['post'])
+    def request_explanation(self, request, pk=None):
+        """
+        Request explanation from staff/recipient.
+
+        Generates a unique token and sends email with secure link.
+        Token can only be used once.
+        """
+        complaint = self.get_object()
+
+        # Check if complaint has staff to request explanation from
+        if not complaint.staff:
+            return Response(
+                {'error': 'Complaint has no staff assigned to request explanation from'},
+                status=status.HTTP_400_BAD_REQUEST
+            )
+
+        # Check if explanation already exists for this staff
+        from .models import ComplaintExplanation
+        existing_explanation = ComplaintExplanation.objects.filter(
+            complaint=complaint,
+            staff=complaint.staff
+        ).first()
+
+        if existing_explanation and existing_explanation.is_used:
+            return Response(
+                {'error': 'This staff member has already submitted an explanation'},
+                status=status.HTTP_400_BAD_REQUEST
+            )
+
+        # Get optional message
+        request_message = request.data.get('request_message', '').strip()
+
+        # Generate unique token
+        import secrets
+        token = secrets.token_urlsafe(32)
+
+        # Create or update explanation record
+        if existing_explanation:
+            explanation = existing_explanation
+            explanation.token = token
+            explanation.is_used = False
+            explanation.requested_by = request.user
+            explanation.request_message = request_message
+            explanation.email_sent_at = timezone.now()
+            explanation.save()
+        else:
+            explanation = ComplaintExplanation.objects.create(
+                complaint=complaint,
+                staff=complaint.staff,
+                token=token,
+                is_used=False,
+                submitted_via='email_link',
+                requested_by=request.user,
+                request_message=request_message,
+                email_sent_at=timezone.now()
+            )
+
+        # Send email with explanation link
+        from django.contrib.sites.shortcuts import get_current_site
+        from apps.notifications.services import NotificationService
+
+        site = get_current_site(request)
+        explanation_link = f"https://{site.domain}/complaints/{complaint.id}/explain/{token}/"
+
+        # Determine recipient email
+        if complaint.staff.user and complaint.staff.user.email:
+            recipient_email = complaint.staff.user.email
+            recipient_display = str(complaint.staff)
+        elif complaint.staff.email:
+            recipient_email = complaint.staff.email
+            recipient_display = str(complaint.staff)
+        else:
+            return Response(
+                {'error': 'Staff member has no email address'},
+                status=status.HTTP_400_BAD_REQUEST
+            )
+
+        # Build email subject
+        subject = f"Explanation Request - Complaint #{complaint.id}"
+
+        # Build email body
+        email_body = f"""
+Dear {recipient_display},
+
+We have received a complaint that requires your explanation.
+
+COMPLAINT DETAILS:
+----------------
+Reference: #{complaint.id}
+Title: {complaint.title}
+Severity: {complaint.get_severity_display()}
+Priority: {complaint.get_priority_display()}
+
+{complaint.description}
+
+"""
+
+        # Add patient info if available
+        if complaint.patient:
+            email_body += f"""
+PATIENT INFORMATION:
+------------------
+Name: {complaint.patient.get_full_name()}
+MRN: {complaint.patient.mrn}
+"""
+
+        # Add request message if provided
+        if request_message:
+            email_body += f"""
+
+ADDITIONAL MESSAGE:
+------------------
+{request_message}
+"""
+
+        email_body += f"""
+
+SUBMIT YOUR EXPLANATION:
+------------------------
+Your perspective is important. Please submit your explanation about this complaint:
+{explanation_link}
+
+Note: This link can only be used once. After submission, it will expire.
+
+If you have any questions, please contact the PX team.
+
+---
+This is an automated message from PX360 Complaint Management System.
+"""
+
+        # Send email
+        try:
+            notification_log = NotificationService.send_email(
+                email=recipient_email,
+                subject=subject,
+                message=email_body,
+                related_object=complaint,
+                metadata={
+                    'notification_type': 'explanation_request',
+                    'staff_id': str(complaint.staff.id),
+                    'explanation_id': str(explanation.id),
+                    'requested_by_id': str(request.user.id),
+                    'has_request_message': bool(request_message)
+                }
+            )
+        except Exception as e:
+            return Response(
+                {'error': f'Failed to send email: {str(e)}'},
+                status=status.HTTP_500_INTERNAL_SERVER_ERROR
+            )
+
+        # Create ComplaintUpdate entry
+        ComplaintUpdate.objects.create(
+            complaint=complaint,
+            update_type='communication',
+            message=f"Explanation request sent to {recipient_display}",
+            created_by=request.user,
+            metadata={
+                'explanation_id': str(explanation.id),
+                'staff_id': str(complaint.staff.id),
+                'notification_log_id': str(notification_log.id) if notification_log else None
+            }
+        )
+
+        # Log audit
+        AuditService.log_from_request(
+            event_type='explanation_requested',
+            description=f"Explanation request sent to {recipient_display}",
+            request=request,
+            content_object=complaint,
+            metadata={
+                'explanation_id': str(explanation.id),
+                'staff_id': str(complaint.staff.id),
+                'request_message': request_message
+            }
+        )
+
+        return Response({
+            'success': True,
+            'message': 'Explanation request sent successfully',
+            'explanation_id': str(explanation.id),
+            'recipient': recipient_display,
+            'explanation_link': explanation_link
         })
 
 
@@ -888,3 +1089,213 @@ class InquiryViewSet(viewsets.ModelViewSet):
         inquiry.save()
 
         return Response({'message': 'Response submitted successfully'})
+
+
+# Public views (no authentication required)
+from django.shortcuts import render, redirect, get_object_or_404
+from django.http import JsonResponse
+
+
+def complaint_explanation_form(request, complaint_id, token):
+    """
+    Public-facing form for staff to submit explanation.
+
+    This view does NOT require authentication.
+    Validates token and checks if it's still valid (not used).
+    """
+    from .models import ComplaintExplanation, ExplanationAttachment
+    from apps.notifications.services import NotificationService
+    from django.contrib.sites.shortcuts import get_current_site
+
+    # Get complaint
+    complaint = get_object_or_404(Complaint, id=complaint_id)
+
+    # Validate token
+    explanation = get_object_or_404(ComplaintExplanation, complaint=complaint, token=token)
+
+    # Check if token is already used
+    if explanation.is_used:
+        return render(request, 'complaints/explanation_already_submitted.html', {
+            'complaint': complaint,
+            'explanation': explanation
+        })
+
+    if request.method == 'POST':
+        # Handle form submission
+        explanation_text = request.POST.get('explanation', '').strip()
+
+        if not explanation_text:
+            return render(request, 'complaints/explanation_form.html', {
+                'complaint': complaint,
+                'explanation': explanation,
+                'error': 'Please provide your explanation.'
+            })
+
+        # Save explanation
+        explanation.explanation = explanation_text
+        explanation.is_used = True
+        explanation.responded_at = timezone.now()
+        explanation.save()
+
+        # Handle file attachments
+        files = request.FILES.getlist('attachments')
+        for uploaded_file in files:
+            ExplanationAttachment.objects.create(
+                explanation=explanation,
+                file=uploaded_file,
+                filename=uploaded_file.name,
+                file_type=uploaded_file.content_type,
+                file_size=uploaded_file.size
+            )
+
+        # Notify complaint assignee
+        if complaint.assigned_to and complaint.assigned_to.email:
+            site = get_current_site(request)
+            complaint_url = f"https://{site.domain}/complaints/{complaint.id}/"
+
+            subject = f"New Explanation Received - Complaint #{complaint.id}"
+
+            email_body = f"""
+Dear {complaint.assigned_to.get_full_name()},
+
+A new explanation has been submitted for the following complaint:
+
+COMPLAINT DETAILS:
+----------------
+Reference: #{complaint.id}
+Title: {complaint.title}
+Severity: {complaint.get_severity_display()}
+
+EXPLANATION SUBMITTED BY:
+------------------------
+{explanation.staff}
+
+EXPLANATION:
+-----------
+{explanation.explanation}
+
+"""
+            if files:
+                email_body += f"""
+ATTACHMENTS:
+------------
+{len(files)} file(s) attached
+"""
+
+            email_body += f"""
+
+To view the complaint and explanation, please visit:
+{complaint_url}
+
+---
+This is an automated message from PX360 Complaint Management System.
+"""
+
+            try:
+                NotificationService.send_email(
+                    email=complaint.assigned_to.email,
+                    subject=subject,
+                    message=email_body,
+                    related_object=complaint,
+                    metadata={
+                        'notification_type': 'explanation_submitted',
+                        'explanation_id': str(explanation.id),
+                        'staff_id': str(explanation.staff.id) if explanation.staff else None
+                    }
+                )
+            except Exception as e:
+                # Log error but don't fail the submission
+                import logging
+                logger = logging.getLogger(__name__)
+                logger.error(f"Failed to send notification email: {e}")
+
+        # Create complaint update
+        ComplaintUpdate.objects.create(
+            complaint=complaint,
+            update_type='communication',
+            message=f"Explanation submitted by {explanation.staff}",
+            metadata={
+                'explanation_id': str(explanation.id),
+                'staff_id': str(explanation.staff.id) if explanation.staff else None
+            }
+        )
+
+        # Redirect to success page
+        return render(request, 'complaints/explanation_success.html', {
+            'complaint': complaint,
+            'explanation': explanation,
+            'attachment_count': len(files)
+        })
+
+    # GET request - display form
+    return render(request, 'complaints/explanation_form.html', {
+        'complaint': complaint,
+        'explanation': explanation
+    })
+
+
+from django.http import HttpResponse
+
+
+def generate_complaint_pdf(request, complaint_id):
+    """
+    Generate PDF for a complaint using WeasyPrint.
+
+    Creates a professionally styled PDF document with all complaint details
+    including AI analysis, staff assignment, and resolution information.
+    """
+    # Get complaint
+    complaint = get_object_or_404(Complaint, id=complaint_id)
+
+    # Check permissions
+    user = request.user
+    if not user.is_authenticated:
+        return HttpResponse('Unauthorized', status=401)
+
+    # Check if user can view this complaint
+    can_view = False
+    if user.is_px_admin():
+        can_view = True
+    elif user.is_hospital_admin() and user.hospital == complaint.hospital:
+        can_view = True
+    elif user.is_department_manager() and user.department == complaint.department:
+        can_view = True
+    elif user.hospital == complaint.hospital:
+        can_view = True
+
+    if not can_view:
+        return HttpResponse('Forbidden', status=403)
+
+    # Render HTML template
+    from django.template.loader import render_to_string
+    html_string = render_to_string('complaints/complaint_pdf.html', {
+        'complaint': complaint,
+    })
+
+    # Generate PDF using WeasyPrint
+    try:
+        from weasyprint import HTML
+        pdf_file = HTML(string=html_string).write_pdf()
+
+        # Create response
+        response = HttpResponse(pdf_file, content_type='application/pdf')
+        filename = f"complaint_{complaint.id.strftime('%Y%m%d_%H%M%S')}.pdf"
+        response['Content-Disposition'] = f'attachment; filename="{filename}"'
+
+        # Log audit
+        AuditService.log_from_request(
+            event_type='pdf_generated',
+            description=f"PDF generated for complaint: {complaint.title}",
+            request=request,
+            content_object=complaint,
+            metadata={'complaint_id': str(complaint.id)}
+        )
+
+        return response
+    except ImportError:
+        return HttpResponse('WeasyPrint is not installed. Please install it to generate PDFs.', status=500)
+    except Exception as e:
+        import logging
+        logger = logging.getLogger(__name__)
+        logger.error(f"Error generating PDF for complaint {complaint.id}: {e}")
+        return HttpResponse(f'Error generating PDF: {str(e)}', status=500)

apps/organizations/admin.py

@@ -79,7 +79,7 @@ class StaffAdmin(admin.ModelAdmin):
     fieldsets = (
         (None, {'fields': ('first_name', 'last_name', 'first_name_ar', 'last_name_ar')}),
         ('Role', {'fields': ('staff_type', 'job_title')}),
-        ('Professional', {'fields': ('license_number', 'specialization', 'employee_id')}),
+        ('Professional', {'fields': ('license_number', 'specialization', 'employee_id', 'email')}),
         ('Organization', {'fields': ('hospital', 'department')}),
         ('Account', {'fields': ('user',)}),
         ('Status', {'fields': ('status',)}),

apps/organizations/migrations/0006_staff_email.py

@@ -0,0 +1,18 @@
+# Generated by Django 5.0.14 on 2026-01-10 14:43
+
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('organizations', '0005_alter_staff_department'),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='staff',
+            name='email',
+            field=models.EmailField(blank=True, max_length=254),
+        ),
+    ]

apps/organizations/models.py

@@ -157,6 +157,7 @@ class Staff(UUIDModel, TimeStampedModel):
     # Professional Data (Nullable for non-physicians)
     license_number = models.CharField(max_length=100, unique=True, null=True, blank=True)
     specialization = models.CharField(max_length=200, blank=True)
+    email = models.EmailField(blank=True)
     employee_id = models.CharField(max_length=50, unique=True, db_index=True)
 
     # Organization

docs/PDF_GENERATION_IMPLEMENTATION.md

@@ -0,0 +1,364 @@
+# PDF Generation Implementation for Complaints
+
+## Overview
+Implemented professional PDF generation for complaints using WeasyPrint. This feature allows users to download a beautifully formatted PDF document containing all complaint details, including AI analysis, staff assignment, and resolution information.
+
+## Implementation Details
+
+### 1. Dependencies
+- Added `weasyprint>=60.0` to `pyproject.toml`
+- WeasyPrint provides CSS-based PDF generation with full support for modern CSS features
+
+### 2. Files Created
+
+#### `templates/complaints/complaint_pdf.html`
+Professional PDF template with:
+- **Header**: Complaint title, ID, status, severity, patient info
+- **Basic Information**: Category, source, priority, encounter ID, dates
+- **Description**: Full complaint details
+- **Staff Assignment**: Assigned staff member (if any)
+- **AI Analysis**:
+  - Emotion analysis with confidence score and intensity bar
+  - AI summary
+  - Suggested action
+- **Resolution**: Resolution details (if resolved)
+- **Footer**: Generation timestamp, system branding
+
+**Features:**
+- A4 page size with proper margins
+- Professional purple gradient header
+- Color-coded badges for status and severity
+- Page numbers in footer
+- Proper page breaks for multi-page documents
+- Print-optimized CSS
+
+### 3. Files Modified
+
+#### `apps/complaints/views.py`
+Added `generate_complaint_pdf()` function:
+- Validates user permissions (PX Admin, Hospital Admin, Department Manager, or hospital staff)
+- Renders HTML template with complaint context
+- Converts HTML to PDF using WeasyPrint
+- Returns PDF as downloadable attachment
+- Logs PDF generation to audit trail
+- Handles errors gracefully with user-friendly messages
+
+#### `apps/complaints/urls.py`
+- Added URL route: `<uuid:pk>/pdf/` mapped to `generate_complaint_pdf`
+- Named URL: `complaints:complaint_pdf`
+
+#### `templates/complaints/complaint_detail.html`
+Added "PDF View" tab:
+- New tab in complaints detail page
+- Download PDF button with icon
+- Description of PDF contents
+- Informational alerts about what's included
+- Note about WeasyPrint requirement
+
+## Usage
+
+### For Users
+
+1. Navigate to a complaint detail page
+2. Click the "PDF View" tab
+3. Click the "Download PDF" button
+4. The PDF will be generated and downloaded automatically
+
+### For Developers
+
+#### Generating a PDF Programmatically
+
+```python
+from django.template.loader import render_to_string
+from weasyprint import HTML
+
+# Render template
+html_string = render_to_string('complaints/complaint_pdf.html', {
+    'complaint': complaint,
+})
+
+# Generate PDF
+pdf_file = HTML(string=html_string).write_pdf()
+
+# Return as HTTP response
+response = HttpResponse(pdf_file, content_type='application/pdf')
+response['Content-Disposition'] = 'attachment; filename="complaint.pdf"'
+```
+
+## Installation Requirements
+
+### System Dependencies (Linux/Ubuntu)
+```bash
+sudo apt-get install python3-dev python3-pip python3-cffi libcairo2 libpango-1.0-0 libgdk-pixbuf2.0-0 shared-mime-info
+
+# For additional font support
+sudo apt-get install fonts-liberation
+```
+
+### Python Dependencies
+```bash
+pip install weasyprint>=60.0
+```
+
+Or using uv/pip with the project's pyproject.toml:
+```bash
+uv pip install weasyprint
+# or
+pip install -e .
+```
+
+### macOS Dependencies
+```bash
+brew install cairo pango gdk-pixbuf libffi shared-mime-info
+```
+
+### Windows Dependencies
+Download and install GTK+ from:
+https://github.com/tschoonj/GTK-for-Windows-Runtime-Environment-Installer
+
+## PDF Template Customization
+
+The PDF template uses standard CSS. You can customize:
+
+### Colors
+Edit the gradient in the header:
+```css
+.header {
+    background: linear-gradient(135deg, #667eea 0%, #764ba2 100%);
+}
+```
+
+### Page Margins
+Edit the `@page` rule:
+```css
+@page {
+    size: A4;
+    margin: 2cm;
+}
+```
+
+### Badges
+Modify badge colors by editing the CSS classes:
+```css
+.status-open { background: #e3f2fd; color: #1976d2; }
+.severity-high { background: #ffebee; color: #d32f2f; }
+```
+
+### Fonts
+Add custom fonts using `@font-face`:
+```css
+@page {
+    @font-face {
+        src: url('path/to/font.ttf');
+    }
+}
+```
+
+## Features
+
+### Permission Control
+Only authorized users can generate PDFs:
+- PX Admins: All complaints
+- Hospital Admins: Their hospital's complaints
+- Department Managers: Their department's complaints
+- Hospital Staff: Their hospital's complaints
+
+### Audit Logging
+All PDF generations are logged:
+- Event type: `pdf_generated`
+- Description includes complaint title
+- Metadata includes complaint ID
+- Tracked by user and timestamp
+
+### Error Handling
+- Graceful error messages if WeasyPrint is not installed
+- Logs errors for debugging
+- Returns user-friendly error responses
+
+## PDF Contents
+
+### Header Section
+- Complaint title (large, prominent)
+- Complaint ID (truncated to 8 characters)
+- Status badge (color-coded)
+- Severity badge (color-coded)
+- Patient name and MRN
+- Hospital name
+- Department name (if assigned)
+
+### Basic Information
+Grid layout with:
+- Category (with subcategory if present)
+- Source
+- Priority
+- Encounter ID
+- Created date
+- SLA deadline
+
+### Description
+Full complaint text with line breaks preserved.
+
+### Staff Assignment (if assigned)
+- Staff member name (English and Arabic)
+- Job title
+- Department
+- AI-extracted staff name (if available)
+- Staff match confidence score
+
+### AI Analysis (if available)
+- **Emotion Analysis**:
+  - Emotion type with badge
+  - Confidence percentage
+  - Intensity bar visualization
+- **AI Summary**: Brief summary of the complaint
+- **Suggested Action**: AI-recommended action to take
+
+### Resolution (if resolved)
+- Resolution text
+- Resolved by (user name)
+- Resolution date/time
+
+### Footer
+- Generation timestamp
+- PX360 branding
+- AlHammadi Group branding
+- Page numbers (for multi-page documents)
+
+## Styling Highlights
+
+### Color Scheme
+- Primary purple gradient: `#667eea` → `#764ba2`
+- Status colors: Blue, Orange, Green, Gray, Red
+- Severity colors: Green, Orange, Red, Dark Red
+- AI section: Purple gradient background
+- Resolution section: Green background
+
+### Typography
+- Font family: Segoe UI, Tahoma, Geneva, Verdana, sans-serif
+- Base font size: 11pt
+- Labels: 9pt, uppercase, letter-spacing: 0.5px
+- Values: 11pt
+
+### Layout
+- Max-width: 210mm (A4 width)
+- 2cm page margins
+- Grid-based information layout
+- Card-based sections with borders and shadows
+- Proper spacing and padding
+
+## Browser Compatibility
+
+WeasyPrint generates PDFs server-side, so the PDF will look the same regardless of the user's browser. The generated PDF can be viewed in:
+- Adobe Acrobat Reader
+- Chrome/Edge PDF viewer
+- Firefox PDF viewer
+- Safari PDF viewer
+- Any modern PDF viewer
+
+## Performance Considerations
+
+- PDF generation is synchronous (happens in the request/response cycle)
+- For complaints with extensive updates or attachments, generation may take 1-3 seconds
+- Consider adding caching for frequently accessed complaints
+- For high-traffic scenarios, consider asynchronous generation
+
+## Future Enhancements
+
+Potential improvements:
+1. **Batch PDF generation**: Generate PDFs for multiple complaints
+2. **Email PDF**: Option to email PDF directly
+3. **Custom branding**: Allow hospital-specific logos/colors
+4. **PDF templates**: Multiple template options (minimal, detailed, etc.)
+5. **Digital signatures**: Add digital signature capability
+6. **Watermarks**: Add watermarks for draft/official versions
+7. **Barcodes/QR codes**: Include complaint barcode for scanning
+8. **Attachments**: Include complaint attachments in PDF
+9. **Bilingual PDF**: Generate PDF in Arabic/English side-by-side
+10. **Charts**: Include complaint trend charts
+
+## Troubleshooting
+
+### WeasyPrint Import Error
+**Error**: `ImportError: No module named 'weasyprint'`
+
+**Solution**:
+```bash
+pip install weasyprint
+```
+
+### Cairo Library Error
+**Error**: `ImportError: No module named 'cairo'`
+
+**Solution**:
+Install system dependencies (see Installation Requirements section)
+
+### Font Issues
+**Error**: Text appears as squares or missing characters
+
+**Solution**:
+Install additional fonts on the system:
+```bash
+sudo apt-get install fonts-liberation fonts-noto-cjk
+```
+
+### Memory Issues
+**Error**: PDF generation fails for large complaints
+
+**Solution**:
+1. Reduce number of updates included
+2. Implement pagination for large content
+3. Increase server memory allocation
+
+## Testing
+
+### Manual Testing
+1. Create a test complaint with AI analysis
+2. Navigate to complaint detail page
+3. Click PDF View tab
+4. Download PDF
+5. Verify all sections are present
+6. Check styling and formatting
+7. Test with different complaint states (open, resolved, etc.)
+
+### Automated Testing
+```python
+from django.test import TestCase
+from django.urls import reverse
+from apps.complaints.models import Complaint
+
+class PDFGenerationTest(TestCase):
+    def test_pdf_generation(self):
+        complaint = Complaint.objects.first()
+        url = reverse('complaints:complaint_pdf', kwargs={'pk': complaint.pk})
+        response = self.client.get(url)
+        self.assertEqual(response.status_code, 200)
+        self.assertEqual(response['Content-Type'], 'application/pdf')
+        self.assertGreater(len(response.content), 0)
+```
+
+## References
+
+- [WeasyPrint Documentation](https://weasyprint.readthedocs.io/)
+- [CSS Paged Media Module](https://www.w3.org/TR/css-page-3/)
+- [Django WeasyPrint Guide](https://weasyprint.readthedocs.io/en/latest/django.html)
+
+## Support
+
+For issues or questions:
+1. Check WeasyPrint installation
+2. Review system dependencies
+3. Check Django logs for error details
+4. Verify user permissions
+5. Test with a simple PDF template first
+
+## Changelog
+
+### v1.0.0 (2025-01-10)
+- Initial implementation
+- Professional PDF template with complaint details
+- AI analysis integration
+- Staff assignment display
+- Resolution information
+- Permission-based access control
+- Audit logging
+- Download functionality

pyproject.toml

@@ -25,6 +25,7 @@ dependencies = [
     "djangorestframework-stubs>=3.16.6",
     "rich>=14.2.0",
     "reportlab>=4.4.7",
+    "weasyprint>=60.0",
     "openpyxl>=3.1.5",
     "litellm>=1.0.0",
     "watchdog>=6.0.0",

templates/complaints/complaint_detail.html

@@ -200,6 +200,18 @@
                         <i class="bi bi-lightning-fill me-1"></i> {{ _("PX Actions")}} ({{ px_actions.count }})
                     </button>
                 </li>
+                <li class="nav-item" role="presentation">
+                    <button class="nav-link" id="explanation-tab" data-bs-toggle="tab"
+                            data-bs-target="#explanation" type="button" role="tab">
+                        <i class="bi bi-chat-quote me-1"></i> {{ _("Explanation")}}
+                    </button>
+                </li>
+                <li class="nav-item" role="presentation">
+                    <button class="nav-link" id="pdf-tab" data-bs-toggle="tab"
+                            data-bs-target="#pdf" type="button" role="tab">
+                        <i class="bi bi-file-earmark-pdf me-1"></i> {{ _("PDF View")}}
+                    </button>
+                </li>
             </ul>
 
             <!-- Tab Content -->
@@ -586,6 +598,136 @@
                     </div>
                 </div>
 
+                <!-- Explanation Tab -->
+                <div class="tab-pane fade" id="explanation" role="tabpanel">
+                    <div class="card">
+                        <div class="card-body">
+                            <h5 class="card-title mb-4">{% trans "Staff Explanation" %}</h5>
+
+                            {% if complaint.explanation %}
+                            <!-- Existing Explanation -->
+                            <div class="alert alert-info">
+                                <div class="d-flex justify-content-between align-items-start">
+                                    <div>
+                                        <h6 class="mb-2">
+                                            <i class="bi bi-chat-quote me-2"></i>
+                                            {% trans "Explanation Received" %}
+                                        </h6>
+                                        <p class="mb-2">{{ complaint.explanation.explanation|linebreaks }}</p>
+                                        {% if complaint.explanation.staff_name %}
+                                        <p class="mb-0 text-muted">
+                                            <small>
+                                                <strong>{% trans "Staff:" %}</strong> {{ complaint.explanation.staff_name }}
+                                            </small>
+                                        </p>
+                                        {% endif %}
+                                    </div>
+                                    <span class="badge bg-success">
+                                        <i class="bi bi-check-circle"></i>
+                                        {% trans "Submitted" %}
+                                    </span>
+                                </div>
+                                <hr class="my-2">
+                                <small class="text-muted">
+                                    <i class="bi bi-clock me-1"></i>
+                                    {{ complaint.explanation.responded_at|date:"M d, Y H:i" }}
+                                    {% if complaint.explanation.attachment_count > 0 %}
+                                    <span class="mx-2">|</span>
+                                    <i class="bi bi-paperclip me-1"></i>
+                                    {{ complaint.explanation.attachment_count }} {% trans "attachment(s)" %}
+                                    {% endif %}
+                                </small>
+                                {% if complaint.explanation.attachments %}
+                                <div class="mt-3">
+                                    <h6 class="small text-muted">{% trans "Attachments:" %}</h6>
+                                    {% for attachment in complaint.explanation.attachments %}
+                                    <a href="{{ attachment.file.url }}" class="btn btn-sm btn-outline-secondary me-2" download>
+                                        <i class="bi bi-download"></i> {{ attachment.filename }}
+                                    </a>
+                                    {% endfor %}
+                                </div>
+                                {% endif %}
+                            </div>
+
+                            {% if complaint.explanation and complaint.explanation.token %}
+                            <div class="d-flex gap-2">
+                                <button type="button" class="btn btn-outline-primary" onclick="copyExplanationLink()">
+                                    <i class="bi bi-link-45deg me-1"></i> {% trans "Copy Link" %}
+                                </button>
+                                <button type="button" class="btn btn-outline-secondary" onclick="resendExplanation()">
+                                    <i class="bi bi-envelope me-1"></i> {% trans "Resend Email" %}
+                                </button>
+                            </div>
+                            {% endif %}
+
+                            <div class="mt-3">
+                                <div class="card bg-light">
+                                    <div class="card-body py-2">
+                                        <small class="text-muted">
+                                            <i class="bi bi-info-circle me-1"></i>
+                                            {% trans "Explanation ID:" %} {{ complaint.explanation.id }} |
+                                            {% trans "Token:" %} {{ complaint.explanation.token|slice:":8" }}...
+                                        </small>
+                                    </div>
+                                </div>
+                            </div>
+
+                            {% else %}
+                            <!-- No Explanation Yet -->
+                            <div class="text-center py-5">
+                                <i class="bi bi-chat-quote" style="font-size: 3rem; color: #ccc;"></i>
+                                <p class="text-muted mt-3">{% trans "No explanation has been submitted yet." %}</p>
+
+                                {% if can_edit %}
+                                <div class="card border-info mt-4">
+                                    <div class="card-body">
+                                        <h6 class="card-title">
+                                            <i class="bi bi-lightning-charge me-2"></i>
+                                            {% trans "Request Explanation" %}
+                                        </h6>
+                                        <p class="card-text text-muted">
+                                            {% trans "Send a link to the assigned staff member requesting their explanation about this complaint." %}
+                                        </p>
+
+                                        {% if complaint.staff %}
+                                        <div class="alert alert-success mb-3">
+                                            <i class="bi bi-person-badge me-1"></i>
+                                            <strong>{% trans "Will be sent to:" %}</strong>
+                                            {{ complaint.staff.get_full_name }}
+                                            {% if complaint.staff.user %}
+                                            <br><small class="text-muted">{{ complaint.staff.user.email }}</small>
+                                            {% elif complaint.staff.email %}
+                                            <br><small class="text-muted">{{ complaint.staff.email }}</small>
+                                            {% else %}
+                                            <br><small class="text-danger"><i class="bi bi-exclamation-triangle"></i> {% trans "No email configured" %}</small>
+                                            {% endif %}
+                                        </div>
+
+                                        <div class="mb-3">
+                                            <label class="form-label">{% trans "Custom Message (Optional)" %}</label>
+                                            <textarea id="explanationMessage" class="form-control" rows="3"
+                                                      placeholder="{% trans 'Add a custom message to include in the email...' %}"></textarea>
+                                        </div>
+
+                                        <button type="button" class="btn btn-primary" onclick="requestExplanation()">
+                                            <i class="bi bi-send me-1"></i> {% trans "Request Explanation" %}
+                                        </button>
+
+                                        {% else %}
+                                        <div class="alert alert-warning mb-3">
+                                            <i class="bi bi-exclamation-triangle me-1"></i>
+                                            {% trans "Please assign a staff member to this complaint before requesting an explanation." %}
+                                        </div>
+                                        {% endif %}
+                                    </div>
+                                </div>
+                                {% endif %}
+                            </div>
+                            {% endif %}
+                        </div>
+                    </div>
+                </div>
+
                 <!-- PX Actions Tab -->
                 <div class="tab-pane fade" id="actions" role="tabpanel">
                     <div class="card">
@@ -622,6 +764,56 @@
                         </div>
                     </div>
                 </div>
+
+                <!-- PDF View Tab -->
+                <div class="tab-pane fade" id="pdf" role="tabpanel">
+                    <div class="card">
+                        <div class="card-body">
+                            <h5 class="card-title mb-4">
+                                <i class="bi bi-file-earmark-pdf me-2"></i>{% trans "PDF View" %}
+                            </h5>
+
+                            <div class="text-center mb-4">
+                                <a href="{% url 'complaints:complaint_pdf' complaint.id %}"
+                                   class="btn btn-primary btn-lg"
+                                   target="_blank">
+                                    <i class="bi bi-download me-2"></i>{% trans "Download PDF" %}
+                                </a>
+                                <div class="mt-3 text-muted">
+                                    <small>
+                                        <i class="bi bi-info-circle me-1"></i>
+                                        {% trans "This will generate a professionally formatted PDF with all complaint details, including AI analysis, staff assignment, and resolution information." %}
+                                    </small>
+                                </div>
+                            </div>
+
+                            <hr>
+
+                            <div class="alert alert-info">
+                                <h6 class="alert-heading">
+                                    <i class="bi bi-file-text me-2"></i>{% trans "PDF Contents" %}
+                                </h6>
+                                <ul class="mb-0">
+                                    <li><strong>{% trans "Header:" %}</strong> Complaint title, ID, status, severity, patient info</li>
+                                    <li><strong>{% trans "Basic Information:" %}</strong> Category, source, priority, encounter ID, dates</li>
+                                    <li><strong>{% trans "Description:" %}</strong> Full complaint details</li>
+                                    <li><strong>{% trans "Staff Assignment:" %}</strong> Assigned staff member (if any)</li>
+                                    <li><strong>{% trans "AI Analysis:" %}</strong> Emotion analysis, summary, suggested action (if available)</li>
+                                    <li><strong>{% trans "Resolution:" %}</strong> Resolution details (if resolved)</li>
+                                </ul>
+                            </div>
+
+                            <div class="alert alert-warning">
+                                <h6 class="alert-heading">
+                                    <i class="bi bi-exclamation-triangle me-2"></i>{% trans "Note" %}
+                                </h6>
+                                <p class="mb-0">
+                                    {% trans "PDF generation requires WeasyPrint to be installed. If you see an error message, please contact your system administrator." %}
+                                </p>
+                            </div>
+                        </div>
+                    </div>
+                </div>
             </div>
         </div>
 
@@ -662,8 +854,11 @@
                                 {% for dept in hospital_departments %}
                                 <option value="{{ dept.id }}"
                                         {% if complaint.department and complaint.department.id == dept.id %}selected{% endif %}>
-                                    {{ dept.name_en }}
-                                    {% if dept.name_ar %}({{ dept.name_ar }}){% endif %}
+                                    {% if LANGUAGE_CODE == 'ar' %}
+                                        {{ dept.name_ar|default:dept.name }}
+                                    {% else %}
+                                        {{ dept.name }}
+                                    {% endif %}
                                 </option>
                                 {% endfor %}
                             </select>
@@ -712,8 +907,13 @@
                         </button>
                     </form>
 
+                    <!-- Request Explanation -->
+                    <button type="button" class="btn btn-info w-100 mb-2" onclick="switchToExplanationTab()">
+                        <i class="bi bi-chat-quote me-1"></i> {{ _("Request Explanation") }}
+                    </button>
+
                     <!-- Send Notification -->
-                    <button type="button" class="btn btn-info w-100 mb-2" data-bs-toggle="modal"
+                    <button type="button" class="btn btn-outline-info w-100 mb-2" data-bs-toggle="modal"
                             data-bs-target="#sendNotificationModal">
                         <i class="bi bi-envelope me-1"></i> {{ _("Send Notification") }}
                     </button>
@@ -986,61 +1186,89 @@
                             <i class="bi bi-person-check me-1"></i>Recipient
                         </h6>
 
-                        {% if complaint.staff and complaint.staff.user %}
-                        <!-- Staff has user account - will receive email -->
+                        {% if complaint.staff %}
+                        <!-- Staff is assigned - always the primary recipient -->
+                        {% if complaint.staff.user %}
+                        <!-- Staff has user account -->
                         <div class="alert alert-success mb-2">
                             <i class="bi bi-check-circle-fill me-1"></i>
-                            <strong>Primary Recipient:</strong> {{ complaint.staff.get_full_name }}
+                            <strong>Primary Recipient (Assigned Staff with User Account):</strong> {{ complaint.staff.get_full_name }}
                             {% if complaint.staff.job_title %}
                             <br><small class="text-muted">{{ complaint.staff.job_title }}</small>
                             {% endif %}
-                        </div>
-
-                        {% elif complaint.staff %}
-                        <!-- Staff exists but has no user account -->
-                        <div class="alert alert-warning mb-2">
-                            <i class="bi bi-exclamation-triangle-fill me-1"></i>
-                            <strong>Staff Member Assigned:</strong> {{ complaint.staff.get_full_name }}
-                            {% if complaint.staff.job_title %}
-                            <br><small class="text-muted">{{ complaint.staff.job_title }}</small>
+                            {% if complaint.staff.department %}
+                            <br><small class="text-muted">{{ complaint.staff.department.name_en }}</small>
                             {% endif %}
                             <hr class="my-2">
-                            <small class="text-muted">
-                                <i class="bi bi-info-circle me-1"></i>
-                                This staff member has no user account in the system.
-                            </small>
+                            <small class="text-success"><i class="bi bi-envelope me-1"></i>Email will be sent to: {{ complaint.staff.user.email }}</small>
                         </div>
-
-                        {% if complaint.department and complaint.department.manager %}
-                        <!-- Department manager is the actual recipient -->
-                        <div class="alert alert-info mb-0">
-                            <i class="bi bi-person-badge me-1"></i>
-                            <strong>Actual Recipient:</strong> {{ complaint.department.manager.get_full_name }}
-                            <br><small class="text-muted">Department Head of {{ complaint.department.name_en }}</small>
+                        {% elif complaint.staff.email %}
+                        <!-- Staff has email but no user account -->
+                        <div class="alert alert-warning mb-2">
+                            <i class="bi bi-exclamation-triangle-fill me-1"></i>
+                            <strong>Primary Recipient (Assigned Staff - Email):</strong> {{ complaint.staff.get_full_name }}
+                            {% if complaint.staff.job_title %}
+                            <br><small class="text-muted">{{ complaint.staff.job_title }}</small>
+                            {% endif %}
+                            {% if complaint.staff.department %}
+                            <br><small class="text-muted">{{ complaint.staff.department.name_en }}</small>
+                            {% endif %}
+                            <hr class="my-2">
+                            <small class="text-warning"><i class="bi bi-envelope me-1"></i>Email will be sent to: {{ complaint.staff.email }}</small>
                         </div>
                         {% else %}
-                        <!-- No fallback recipient -->
-                        <div class="alert alert-danger mb-0">
-                            <i class="bi bi-x-circle-fill me-1"></i>
-                            <strong>No recipient available</strong>
-                            <br><small>The assigned staff has no user account and no department manager is set.</small>
+                        <!-- Staff has no user account and no email -->
+                        <div class="alert alert-warning mb-2">
+                            <i class="bi bi-exclamation-triangle-fill me-1"></i>
+                            <strong>Assigned Staff:</strong> {{ complaint.staff.get_full_name }}
+                            {% if complaint.staff.job_title %}
+                            <br><small class="text-muted">{{ complaint.staff.job_title }}</small>
+                            {% endif %}
+                            {% if complaint.staff.department %}
+                            <br><small class="text-muted">{{ complaint.staff.department.name_en }}</small>
+                            {% endif %}
+                            <hr class="my-2">
+                            <small class="text-danger"><i class="bi bi-x-circle me-1"></i>No email configured for this staff member</small>
                         </div>
                         {% endif %}
 
+                        {% if not complaint.staff.user and not complaint.staff.email %}
+                        <!-- Staff has no user account and no email - show fallback -->
+                        {% if complaint.department and complaint.department.manager %}
+                        <div class="alert alert-info mb-0">
+                            <i class="bi bi-info-circle-fill me-1"></i>
+                            <strong>Fallback Recipient (Department Head):</strong> {{ complaint.department.manager.get_full_name }}
+                            {% if complaint.department.manager.email %}
+                            <br><small class="text-info"><i class="bi bi-envelope me-1"></i>Email will be sent to: {{ complaint.department.manager.email }}</small>
+                            {% else %}
+                            <br><small class="text-danger"><i class="bi bi-exclamation-triangle me-1"></i>Department head has no email address</small>
+                            {% endif %}
+                        </div>
+                        {% else %}
+                        <div class="alert alert-danger mb-0">
+                            <i class="bi bi-x-circle-fill me-1"></i>
+                            <strong>No Email Recipient Available</strong>
+                            <br><small>Please add an email to the assigned staff member, or configure a department manager.</small>
+                        </div>
+                        {% endif %}
+                        {% endif %}
+
                         {% elif complaint.department and complaint.department.manager %}
-                        <!-- No staff, but department manager exists -->
+                        <!-- No staff assigned, but department manager exists -->
                         <div class="alert alert-info mb-0">
                             <i class="bi bi-person-badge me-1"></i>
-                            <strong>Department Head:</strong> {{ complaint.department.manager.get_full_name }}
+                            <strong>Recipient (Department Head):</strong> {{ complaint.department.manager.get_full_name }}
+                            {% if complaint.department %}
                             <br><small class="text-muted">Manager of {{ complaint.department.name_en }}</small>
+                            {% endif %}
                         </div>
 
                         {% else %}
                         <!-- No recipient at all -->
                         <div class="alert alert-danger mb-0">
                             <i class="bi bi-exclamation-triangle-fill me-1"></i>
-                            <strong>No recipient available</strong>
-                            <br><small>No staff or department manager assigned to this complaint.</small>
+                            <strong>No Recipient Available</strong>
+                            <br><small>No staff member or department manager is assigned to this complaint.</small>
                         </div>
                         {% endif %}
                     </div>
@@ -1376,6 +1604,101 @@ function getCookie(name) {
     return cookieValue;
 }
 
+function switchToExplanationTab() {
+    const explanationTab = document.getElementById('explanation-tab');
+    if (explanationTab) {
+        explanationTab.click();
+    }
+}
+
+function requestExplanation() {
+    const message = document.getElementById('explanationMessage')?.value || '';
+
+    if (!confirm('{% trans "Are you sure you want to request an explanation?" %}')) {
+        return;
+    }
+
+    const btn = event.target;
+    const originalText = btn.innerHTML;
+    btn.disabled = true;
+    btn.innerHTML = '<span class="spinner-border spinner-border-sm me-2"></span>Sending...';
+
+    fetch(`/complaints/api/complaints/{{ complaint.id }}/request_explanation/`, {
+        method: 'POST',
+        credentials: 'same-origin',
+        headers: {
+            'Content-Type': 'application/json',
+            'X-CSRFToken': getCookie('csrftoken')
+        },
+        body: JSON.stringify({
+            message: message
+        })
+    })
+    .then(response => response.json())
+    .then(data => {
+        if (data.success) {
+            alert('{% trans "Explanation request sent successfully!" %}');
+            location.reload();
+        } else {
+            alert('{% trans "Error:" %} ' + (data.error || '{% trans "Unknown error" %}'));
+            btn.disabled = false;
+            btn.innerHTML = originalText;
+        }
+    })
+    .catch(error => {
+        console.error('Error:', error);
+        alert('{% trans "Failed to send explanation request. Please try again." %}');
+        btn.disabled = false;
+        btn.innerHTML = originalText;
+    });
+}
+
+{% if complaint.explanation and complaint.explanation.token %}
+function copyExplanationLink() {
+    const link = `{% if request.is_secure %}https{% else %}http{% endif %}://{{ request.get_host }}{% url 'complaints:complaint_explanation_form' complaint.id complaint.explanation.token %}`;
+
+    navigator.clipboard.writeText(link).then(() => {
+        alert('{% trans "Link copied to clipboard!" %}');
+    }).catch(() => {
+        // Fallback
+        const textarea = document.createElement('textarea');
+        textarea.value = link;
+        document.body.appendChild(textarea);
+        textarea.select();
+        document.execCommand('copy');
+        document.body.removeChild(textarea);
+        alert('{% trans "Link copied to clipboard!" %}');
+    });
+}
+
+function resendExplanation() {
+    if (!confirm('{% trans "Resend explanation request email?" %}')) {
+        return;
+    }
+
+    fetch(`/complaints/api/complaints/{{ complaint.id }}/resend_explanation_email/`, {
+        method: 'POST',
+        credentials: 'same-origin',
+        headers: {
+            'Content-Type': 'application/json',
+            'X-CSRFToken': getCookie('csrftoken')
+        }
+    })
+    .then(response => response.json())
+    .then(data => {
+        if (data.success) {
+            alert('{% trans "Email resent successfully!" %}');
+        } else {
+            alert('{% trans "Error:" %} ' + (data.error || '{% trans "Unknown error" %}'));
+        }
+    })
+    .catch(error => {
+        console.error('Error:', error);
+        alert('{% trans "Failed to resend email. Please try again." %}');
+    });
+}
+{% endif %}
+
 function sendNotification() {
     const btn = document.getElementById('sendNotificationBtn');
     const emailMessage = document.getElementById('emailMessage').value;

templates/complaints/complaint_pdf.html

@@ -0,0 +1,438 @@
+<!DOCTYPE html>
+<html lang="en">
+<head>
+    <meta charset="UTF-8">
+    <meta name="viewport" content="width=device-width, initial-scale=1.0">
+    <title>Complaint #{{ complaint.id|slice:":8" }}</title>
+    <style>
+        @page {
+            size: A4;
+            margin: 2cm;
+
+            @top-center {
+                content: "PX360 - Patient Experience Management";
+                font-size: 10pt;
+                color: #666;
+            }
+
+            @bottom-center {
+                content: "Page " counter(page) " of " counter(pages);
+                font-size: 9pt;
+                color: #999;
+            }
+        }
+
+        * {
+            box-sizing: border-box;
+        }
+
+        body {
+            font-family: 'Segoe UI', Tahoma, Geneva, Verdana, sans-serif;
+            font-size: 11pt;
+            line-height: 1.5;
+            color: #333;
+            margin: 0;
+            padding: 0;
+        }
+
+        .document {
+            max-width: 210mm;
+            margin: 0 auto;
+        }
+
+        .header {
+            background: linear-gradient(135deg, #667eea 0%, #764ba2 100%);
+            color: white;
+            padding: 20px 30px;
+            border-radius: 8px;
+            margin-bottom: 20px;
+        }
+
+        .header h1 {
+            margin: 0 0 10px 0;
+            font-size: 18pt;
+            font-weight: 600;
+        }
+
+        .header .meta {
+            font-size: 10pt;
+            opacity: 0.9;
+        }
+
+        .header .meta div {
+            margin: 3px 0;
+        }
+
+        .section {
+            margin-bottom: 25px;
+            page-break-inside: avoid;
+        }
+
+        .section-title {
+            font-size: 14pt;
+            font-weight: 600;
+            color: #667eea;
+            border-bottom: 2px solid #667eea;
+            padding-bottom: 8px;
+            margin-bottom: 15px;
+        }
+
+        .info-grid {
+            display: grid;
+            grid-template-columns: repeat(2, 1fr);
+            gap: 15px;
+            margin-bottom: 15px;
+        }
+
+        .info-item {
+            background: #f8f9fa;
+            padding: 12px;
+            border-radius: 6px;
+            border-left: 4px solid #667eea;
+        }
+
+        .info-label {
+            font-size: 9pt;
+            color: #666;
+            text-transform: uppercase;
+            letter-spacing: 0.5px;
+            margin-bottom: 5px;
+            font-weight: 600;
+        }
+
+        .info-value {
+            font-size: 11pt;
+            color: #212529;
+        }
+
+        .badge {
+            display: inline-block;
+            padding: 4px 12px;
+            border-radius: 12px;
+            font-size: 9pt;
+            font-weight: 600;
+        }
+
+        .badge-open { background: #e3f2fd; color: #1976d2; }
+        .badge-in_progress { background: #fff3e0; color: #f57c00; }
+        .badge-resolved { background: #e8f5e9; color: #388e3c; }
+        .badge-closed { background: #f5f5f5; color: #616161; }
+        .badge-cancelled { background: #ffebee; color: #d32f2f; }
+
+        .badge-low { background: #e8f5e9; color: #388e3c; }
+        .badge-medium { background: #fff3e0; color: #f57c00; }
+        .badge-high { background: #ffebee; color: #d32f2f; }
+        .badge-critical { background: #880e4f; color: #fff; }
+
+        .description-box {
+            background: #fff;
+            border: 1px solid #dee2e6;
+            border-radius: 6px;
+            padding: 15px;
+            line-height: 1.6;
+        }
+
+        .ai-section {
+            background: linear-gradient(135deg, #f3e5f5 0%, #e8eaf6 100%);
+            border-radius: 8px;
+            padding: 20px;
+            margin-top: 20px;
+        }
+
+        .ai-section .section-title {
+            color: #7b1fa2;
+            border-bottom-color: #7b1fa2;
+        }
+
+        .ai-box {
+            background: white;
+            border-radius: 6px;
+            padding: 15px;
+            margin-bottom: 15px;
+            border-left: 4px solid #7b1fa2;
+        }
+
+        .ai-box .ai-label {
+            font-size: 9pt;
+            color: #7b1fa2;
+            text-transform: uppercase;
+            letter-spacing: 0.5px;
+            margin-bottom: 8px;
+            font-weight: 600;
+        }
+
+        .emotion-bar {
+            height: 8px;
+            background: #e0e0e0;
+            border-radius: 4px;
+            overflow: hidden;
+            margin-top: 8px;
+        }
+
+        .emotion-fill {
+            height: 100%;
+            background: linear-gradient(90deg, #667eea 0%, #764ba2 100%);
+            transition: width 0.3s ease;
+        }
+
+        .resolution-box {
+            background: #e8f5e9;
+            border: 1px solid #c8e6c9;
+            border-radius: 6px;
+            padding: 15px;
+        }
+
+        .resolution-box .resolution-label {
+            font-size: 9pt;
+            color: #2e7d32;
+            font-weight: 600;
+            margin-bottom: 10px;
+        }
+
+        .timeline-entry {
+            padding-left: 20px;
+            border-left: 3px solid #667eea;
+            margin-bottom: 15px;
+        }
+
+        .timeline-entry .timestamp {
+            font-size: 9pt;
+            color: #666;
+            margin-bottom: 5px;
+        }
+
+        .footer {
+            margin-top: 40px;
+            padding-top: 20px;
+            border-top: 1px solid #dee2e6;
+            text-align: center;
+            color: #666;
+            font-size: 9pt;
+        }
+
+        .footer .generated {
+            margin-bottom: 10px;
+        }
+
+        .confidence-score {
+            font-size: 10pt;
+            font-weight: 600;
+            color: #7b1fa2;
+        }
+
+        .staff-card {
+            background: #e3f2fd;
+            border-left: 4px solid #1976d2;
+            padding: 12px;
+            border-radius: 6px;
+            margin-top: 10px;
+        }
+
+        .suggestion-box {
+            background: linear-gradient(135deg, #e8f5e9 0%, #e1f5fe 100%);
+            border: 1px solid #4caf50;
+            border-radius: 6px;
+            padding: 15px;
+        }
+
+        .page-break {
+            page-break-before: always;
+        }
+    </style>
+</head>
+<body>
+    <div class="document">
+        <!-- Header -->
+        <div class="header">
+            <h1>{{ complaint.title }}</h1>
+            <div class="meta">
+                <div>
+                    <strong>ID:</strong> {{ complaint.id|slice:":8" }}
+                    <strong> • Status:</strong>
+                    <span class="badge badge-{{ complaint.status }}">{{ complaint.get_status_display }}</span>
+                    <strong> • Severity:</strong>
+                    <span class="badge badge-{{ complaint.severity }}">{{ complaint.get_severity_display }}</span>
+                </div>
+                <div>
+                    <strong>Patient:</strong> {{ complaint.patient.get_full_name }} (MRN: {{ complaint.patient.mrn }})
+                </div>
+                <div>
+                    <strong>Hospital:</strong> {{ complaint.hospital.name_en }}
+                    {% if complaint.department %}
+                    <strong> • Department:</strong> {{ complaint.department.name_en }}
+                    {% endif %}
+                </div>
+            </div>
+        </div>
+
+        <!-- Basic Information -->
+        <div class="section">
+            <h2 class="section-title">Complaint Information</h2>
+            <div class="info-grid">
+                <div class="info-item">
+                    <div class="info-label">Category</div>
+                    <div class="info-value">
+                        <span class="badge" style="background: #e0e0e0;">{{ complaint.get_category_display }}</span>
+                        {% if complaint.subcategory %}
+                        <span style="margin-left: 8px;">/ {{ complaint.subcategory }}</span>
+                        {% endif %}
+                    </div>
+                </div>
+                <div class="info-item">
+                    <div class="info-label">Source</div>
+                    <div class="info-value">{{ complaint.get_source_display }}</div>
+                </div>
+                <div class="info-item">
+                    <div class="info-label">Priority</div>
+                    <div class="info-value">
+                        <span class="badge" style="background: #e3f2fd; color: #1976d2;">{{ complaint.get_priority_display }}</span>
+                    </div>
+                </div>
+                <div class="info-item">
+                    <div class="info-label">Encounter ID</div>
+                    <div class="info-value">
+                        {% if complaint.encounter_id %}
+                        {{ complaint.encounter_id }}
+                        {% else %}
+                        <em>N/A</em>
+                        {% endif %}
+                    </div>
+                </div>
+                <div class="info-item">
+                    <div class="info-label">Created Date</div>
+                    <div class="info-value">{{ complaint.created_at|date:"F d, Y H:i" }}</div>
+                </div>
+                <div class="info-item">
+                    <div class="info-label">SLA Deadline</div>
+                    <div class="info-value">{{ complaint.due_at|date:"F d, Y H:i" }}</div>
+                </div>
+            </div>
+        </div>
+
+        <!-- Description -->
+        <div class="section">
+            <h2 class="section-title">Complaint Description</h2>
+            <div class="description-box">
+                {{ complaint.description|linebreaks }}
+            </div>
+        </div>
+
+        <!-- Staff Assignment -->
+        {% if complaint.staff %}
+        <div class="section">
+            <h2 class="section-title">Staff Assignment</h2>
+            <div class="staff-card">
+                <div class="info-label">Assigned Staff Member</div>
+                <div class="info-value" style="margin-top: 8px;">
+                    <strong>{{ complaint.staff.get_full_name }}</strong>
+                    {% if complaint.staff.first_name_ar or complaint.staff.last_name_ar %}
+                    <br><span style="color: #666;">({{ complaint.staff.first_name_ar }} {{ complaint.staff.last_name_ar }})</span>
+                    {% endif %}
+                    {% if complaint.staff.job_title %}
+                    <br><span style="color: #666; font-size: 10pt;">{{ complaint.staff.job_title }}</span>
+                    {% endif %}
+                </div>
+                {% if complaint.metadata.ai_analysis.extracted_staff_name %}
+                <div style="margin-top: 10px; padding-top: 10px; border-top: 1px solid #bbdefb; font-size: 9pt; color: #666;">
+                    <em>AI Extracted: "{{ complaint.metadata.ai_analysis.extracted_staff_name }}"</em>
+                    {% if complaint.metadata.ai_analysis.staff_confidence %}
+                    (Confidence: {{ complaint.metadata.ai_analysis.staff_confidence|mul:100|floatformat:0 }}%)
+                    {% endif %}
+                </div>
+                {% endif %}
+            </div>
+        </div>
+        {% endif %}
+
+        <!-- AI Analysis -->
+        {% if complaint.short_description or complaint.suggested_action or complaint.emotion %}
+        <div class="section ai-section">
+            <h2 class="section-title">
+                <span style="margin-right: 8px;">🤖</span>AI Analysis
+            </h2>
+
+            <!-- Emotion Analysis -->
+            {% if complaint.emotion %}
+            <div class="ai-box">
+                <div class="ai-label">Emotion Analysis</div>
+                <div style="display: flex; justify-content: space-between; align-items: center;">
+                    <div>
+                        <span class="badge" style="background: #7b1fa2; color: white;">
+                            {{ complaint.get_emotion_display }}
+                        </span>
+                        <span class="confidence-score" style="margin-left: 10px;">
+                            Confidence: {{ complaint.emotion_confidence|mul:100|floatformat:0 }}%
+                        </span>
+                    </div>
+                </div>
+                <div style="margin-top: 10px;">
+                    <div style="display: flex; justify-content: space-between; font-size: 9pt; color: #666; margin-bottom: 3px;">
+                        <span>Intensity</span>
+                        <span>{{ complaint.emotion_intensity|floatformat:2 }} / 1.0</span>
+                    </div>
+                    <div class="emotion-bar">
+                        <div class="emotion-fill" style="width: {{ complaint.emotion_intensity|mul:100 }}%;"></div>
+                    </div>
+                </div>
+            </div>
+            {% endif %}
+
+            <!-- AI Summary -->
+            {% if complaint.short_description %}
+            <div class="ai-box">
+                <div class="ai-label">AI Summary</div>
+                <div style="line-height: 1.6; color: #333;">
+                    {{ complaint.short_description }}
+                </div>
+            </div>
+            {% endif %}
+
+            <!-- Suggested Action -->
+            {% if complaint.suggested_action %}
+            <div class="suggestion-box">
+                <div class="ai-label" style="color: #2e7d32;">
+                    <span style="margin-right: 5px;">⚡</span>Suggested Action
+                </div>
+                <div style="line-height: 1.6; color: #1b5e20;">
+                    {{ complaint.suggested_action }}
+                </div>
+            </div>
+            {% endif %}
+        </div>
+        {% endif %}
+
+        <!-- Resolution -->
+        {% if complaint.resolution %}
+        <div class="section page-break">
+            <h2 class="section-title">Resolution</h2>
+            <div class="resolution-box">
+                <div class="resolution-label">
+                    <span style="margin-right: 5px;">✓</span>Complaint Resolved
+                </div>
+                <div style="line-height: 1.6; color: #2e7d32; margin-bottom: 15px;">
+                    {{ complaint.resolution|linebreaks }}
+                </div>
+                <div style="font-size: 9pt; color: #666;">
+                    <strong>Resolved by:</strong> {{ complaint.resolved_by.get_full_name }}
+                    <br>
+                    <strong>Resolved on:</strong> {{ complaint.resolved_at|date:"F d, Y H:i" }}
+                </div>
+            </div>
+        </div>
+        {% endif %}
+
+        <!-- Footer -->
+        <div class="footer">
+            <div class="generated">
+                Generated on {% now "F d, Y H:i" %}
+            </div>
+            <div style="margin-top: 5px; color: #999; font-size: 8pt;">
+                PX360 - Patient Experience Management System
+            </div>
+            <div style="margin-top: 5px; color: #999; font-size: 8pt;">
+                AlHammadi Group
+            </div>
+        </div>
+    </div>
+</body>
+</html>

templates/complaints/explanation_already_submitted.html

@@ -0,0 +1,111 @@
+{% load i18n %}
+<!DOCTYPE html>
+<html lang="{{ LANGUAGE_CODE|default:'en' }}" dir="{% if LANGUAGE_CODE == 'ar' %}rtl{% else %}ltr{% endif %}">
+<head>
+    <meta charset="UTF-8">
+    <meta name="viewport" content="width=device-width, initial-scale=1.0">
+    <title>{% trans "Already Submitted" %} - PX360</title>
+    <link href="https://cdn.jsdelivr.net/npm/bootstrap@5.3.0/dist/css/bootstrap.min.css" rel="stylesheet">
+    <style>
+        body {
+            background: linear-gradient(135deg, #667eea 0%, #764ba2 100%);
+            min-height: 100vh;
+            display: flex;
+            align-items: center;
+            padding: 20px 0;
+        }
+        .card {
+            border: none;
+            border-radius: 15px;
+            box-shadow: 0 10px 40px rgba(0,0,0,0.1);
+        }
+        .info-icon {
+            width: 100px;
+            height: 100px;
+            margin: 0 auto 20px;
+        }
+        .info-circle {
+            fill: #ffc107;
+        }
+        .info-symbol {
+            fill: white;
+            font-size: 60px;
+            font-weight: bold;
+            text-anchor: middle;
+            dominant-baseline: central;
+        }
+        .complaint-summary {
+            background-color: #f8f9fa;
+            border-radius: 10px;
+            padding: 15px;
+        }
+    </style>
+</head>
+<body>
+    <div class="container">
+        <div class="row justify-content-center">
+            <div class="col-lg-8">
+                <div class="card">
+                    <div class="card-body p-5 text-center">
+                        <!-- Info Icon -->
+                        <svg class="info-icon" viewBox="0 0 100 100">
+                            <circle class="info-circle" cx="50" cy="50" r="50"/>
+                            <text class="info-symbol" x="50" y="55">i</text>
+                        </svg>
+
+                        <h2 class="mb-3 text-warning">{% trans "Already Submitted" %}</h2>
+
+                        <p class="text-muted mb-4">
+                            {% trans "This explanation link has already been used. Each explanation link can only be used once." %}
+                        </p>
+
+                        <div class="complaint-summary text-start mb-4">
+                            <h5 class="mb-3">{% trans "Complaint Information" %}</h5>
+                            <div class="row">
+                                <div class="col-md-6 mb-2">
+                                    <strong>{% trans "Reference:" %}</strong> #{{ complaint.id }}
+                                </div>
+                                <div class="col-md-6 mb-2">
+                                    <strong>{% trans "Title:" %}</strong> {{ complaint.title }}
+                                </div>
+                                {% if explanation.responded_at %}
+                                <div class="col-md-6 mb-2">
+                                    <strong>{% trans "Submitted On:" %}</strong> {{ explanation.responded_at|date:"Y-m-d H:i" }}
+                                </div>
+                                {% endif %}
+                                {% if explanation.staff %}
+                                <div class="col-md-6 mb-2">
+                                    <strong>{% trans "Submitted By:" %}</strong> {{ explanation.staff }}
+                                </div>
+                                {% endif %}
+                            </div>
+                        </div>
+
+                        <div class="alert alert-warning">
+                            <i class="bi bi-exclamation-triangle"></i>
+                            <strong>{% trans "What If You Need To Update?" %}</strong>
+                            <p class="mb-0 mt-2">
+                                {% trans "If you need to provide additional information or make changes to your explanation, please contact the PX team directly." %}
+                            </p>
+                        </div>
+
+                        <hr>
+
+                        <div class="text-muted small">
+                            <p class="mb-2"><strong>{% trans "Explanation ID:" %}</strong> {{ explanation.id }}</p>
+                            <p class="mb-2"><strong>{% trans "Status:" %}</strong> {% trans "Already Submitted" %}</p>
+                            <p class="mb-0">{% trans "This link cannot be used again." %}</p>
+                        </div>
+                    </div>
+                    <div class="card-footer text-muted text-center py-3">
+                        <small>{% trans "PX360 Complaint Management System" %}</small>
+                    </div>
+                </div>
+            </div>
+        </div>
+    </div>
+
+    <script src="https://cdn.jsdelivr.net/npm/bootstrap@5.3.0/dist/js/bootstrap.bundle.min.js"></script>
+    <link rel="stylesheet" href="https://cdn.jsdelivr.net/npm/bootstrap-icons@1.10.0/font/bootstrap-icons.css">
+</body>
+</html>

templates/complaints/explanation_form.html

@@ -0,0 +1,156 @@
+{% load i18n %}
+<!DOCTYPE html>
+<html lang="{{ LANGUAGE_CODE|default:'en' }}" dir="{% if LANGUAGE_CODE == 'ar' %}rtl{% else %}ltr{% endif %}">
+<head>
+    <meta charset="UTF-8">
+    <meta name="viewport" content="width=device-width, initial-scale=1.0">
+    <title>{% trans "Submit Explanation" %} - PX360</title>
+    <link href="https://cdn.jsdelivr.net/npm/bootstrap@5.3.0/dist/css/bootstrap.min.css" rel="stylesheet">
+    <style>
+        body {
+            background: linear-gradient(135deg, #667eea 0%, #764ba2 100%);
+            min-height: 100vh;
+            display: flex;
+            align-items: center;
+            padding: 20px 0;
+        }
+        .card {
+            border: none;
+            border-radius: 15px;
+            box-shadow: 0 10px 40px rgba(0,0,0,0.1);
+        }
+        .card-header {
+            background: linear-gradient(135deg, #667eea 0%, #764ba2 100%);
+            border-radius: 15px 15px 0 0 !important;
+            color: white;
+        }
+        .btn-primary {
+            background: linear-gradient(135deg, #667eea 0%, #764ba2 100%);
+            border: none;
+        }
+        .btn-primary:hover {
+            background: linear-gradient(135deg, #764ba2 0%, #667eea 100%);
+        }
+        .complaint-details {
+            background-color: #f8f9fa;
+            border-radius: 10px;
+            padding: 15px;
+        }
+    </style>
+</head>
+<body>
+    <div class="container">
+        <div class="row justify-content-center">
+            <div class="col-lg-8">
+                <div class="card">
+                    <div class="card-header py-4">
+                        <h3 class="mb-0 text-center">
+                            <i class="bi bi-chat-quote"></i>
+                            {% trans "Submit Your Explanation" %}
+                        </h3>
+                    </div>
+                    <div class="card-body p-4">
+                        {% if error %}
+                        <div class="alert alert-danger" role="alert">
+                            {{ error }}
+                        </div>
+                        {% endif %}
+
+                        <div class="complaint-details mb-4">
+                            <h5 class="mb-3">{% trans "Complaint Details" %}</h5>
+                            <div class="row">
+                                <div class="col-md-6 mb-2">
+                                    <strong>{% trans "Reference:" %}</strong> #{{ complaint.id }}
+                                </div>
+                                <div class="col-md-6 mb-2">
+                                    <strong>{% trans "Title:" %}</strong> {{ complaint.title }}
+                                </div>
+                                <div class="col-md-6 mb-2">
+                                    <strong>{% trans "Severity:" %}</strong>
+                                    <span class="badge bg-{{ complaint.get_severity_badge_class }}">
+                                        {{ complaint.get_severity_display }}
+                                    </span>
+                                </div>
+                                <div class="col-md-6 mb-2">
+                                    <strong>{% trans "Priority:" %}</strong>
+                                    <span class="badge bg-{{ complaint.get_priority_badge_class }}">
+                                        {{ complaint.get_priority_display }}
+                                    </span>
+                                </div>
+                                {% if complaint.patient %}
+                                <div class="col-12 mb-2">
+                                    <strong>{% trans "Patient:" %}</strong> {{ complaint.patient.get_full_name }} (MRN: {{ complaint.patient.mrn }})
+                                </div>
+                                {% endif %}
+                                <div class="col-12 mt-3">
+                                    <strong>{% trans "Description:" %}</strong>
+                                    <p class="mt-1 mb-0">{{ complaint.description|linebreaks }}</p>
+                                </div>
+                            </div>
+                        </div>
+
+                        <form method="post" enctype="multipart/form-data">
+                            {% csrf_token %}
+
+                            <div class="mb-4">
+                                <label for="explanation" class="form-label">
+                                    <strong>{% trans "Your Explanation" %} *</strong>
+                                </label>
+                                <p class="text-muted small">
+                                    {% trans "Please provide your perspective about the complaint mentioned above. Your explanation will help us understand the situation better." %}
+                                </p>
+                                <textarea
+                                    class="form-control"
+                                    id="explanation"
+                                    name="explanation"
+                                    rows="8"
+                                    required
+                                    placeholder="{% trans 'Write your explanation here...' %}"
+                                ></textarea>
+                            </div>
+
+                            <div class="mb-4">
+                                <label for="attachments" class="form-label">
+                                    <strong>{% trans "Attachments (Optional)" %}</strong>
+                                </label>
+                                <p class="text-muted small">
+                                    {% trans "You can attach relevant documents, images, or other files to support your explanation." %}
+                                </p>
+                                <input
+                                    class="form-control"
+                                    type="file"
+                                    id="attachments"
+                                    name="attachments"
+                                    multiple
+                                >
+                                <div class="form-text">
+                                    {% trans "Accepted file types: PDF, DOC, DOCX, JPG, PNG, etc. Maximum file size: 10MB." %}
+                                </div>
+                            </div>
+
+                            <div class="alert alert-info">
+                                <i class="bi bi-info-circle"></i>
+                                <strong>{% trans "Important Note:" %}</strong>
+                                {% trans "This link can only be used once. After submitting your explanation, it will expire and cannot be used again." %}
+                            </div>
+
+                            <div class="d-grid">
+                                <button type="submit" class="btn btn-primary btn-lg">
+                                    <i class="bi bi-send"></i>
+                                    {% trans "Submit Explanation" %}
+                                </button>
+                            </div>
+                        </form>
+                    </div>
+                    <div class="card-footer text-muted text-center py-3">
+                        <small>{% trans "PX360 Complaint Management System" %}</small>
+                    </div>
+                </div>
+            </div>
+        </div>
+    </div>
+
+    <script src="https://cdn.jsdelivr.net/npm/bootstrap@5.3.0/dist/js/bootstrap.bundle.min.js"></script>
+    <link rel="stylesheet" href="https://cdn.jsdelivr.net/npm/bootstrap-icons@1.10.0/font/bootstrap-icons.css">
+</body>
+</html>

templates/complaints/explanation_success.html

@@ -0,0 +1,111 @@
+{% load i18n %}
+<!DOCTYPE html>
+<html lang="{{ LANGUAGE_CODE|default:'en' }}" dir="{% if LANGUAGE_CODE == 'ar' %}rtl{% else %}ltr{% endif %}">
+<head>
+    <meta charset="UTF-8">
+    <meta name="viewport" content="width=device-width, initial-scale=1.0">
+    <title>{% trans "Explanation Submitted" %} - PX360</title>
+    <link href="https://cdn.jsdelivr.net/npm/bootstrap@5.3.0/dist/css/bootstrap.min.css" rel="stylesheet">
+    <style>
+        body {
+            background: linear-gradient(135deg, #667eea 0%, #764ba2 100%);
+            min-height: 100vh;
+            display: flex;
+            align-items: center;
+            padding: 20px 0;
+        }
+        .card {
+            border: none;
+            border-radius: 15px;
+            box-shadow: 0 10px 40px rgba(0,0,0,0.1);
+        }
+        .success-icon {
+            width: 100px;
+            height: 100px;
+            margin: 0 auto 20px;
+        }
+        .success-circle {
+            fill: #28a745;
+        }
+        .checkmark {
+            fill: none;
+            stroke: white;
+            stroke-width: 8;
+            stroke-linecap: round;
+            stroke-linejoin: round;
+        }
+        .complaint-summary {
+            background-color: #f8f9fa;
+            border-radius: 10px;
+            padding: 15px;
+        }
+    </style>
+</head>
+<body>
+    <div class="container">
+        <div class="row justify-content-center">
+            <div class="col-lg-8">
+                <div class="card">
+                    <div class="card-body p-5 text-center">
+                        <!-- Success Icon -->
+                        <svg class="success-icon" viewBox="0 0 100 100">
+                            <circle class="success-circle" cx="50" cy="50" r="50"/>
+                            <path class="checkmark" d="M30 50 L45 65 L70 35"/>
+                        </svg>
+
+                        <h2 class="mb-3 text-success">{% trans "Explanation Submitted Successfully!" %}</h2>
+
+                        <p class="text-muted mb-4">
+                            {% trans "Thank you for providing your explanation. It has been received and will be reviewed by the PX team." %}
+                        </p>
+
+                        <div class="complaint-summary text-start mb-4">
+                            <h5 class="mb-3">{% trans "Complaint Summary" %}</h5>
+                            <div class="row">
+                                <div class="col-md-6 mb-2">
+                                    <strong>{% trans "Reference:" %}</strong> #{{ complaint.id }}
+                                </div>
+                                <div class="col-md-6 mb-2">
+                                    <strong>{% trans "Title:" %}</strong> {{ complaint.title }}
+                                </div>
+                                <div class="col-md-6 mb-2">
+                                    <strong>{% trans "Submitted On:" %}</strong> {{ explanation.responded_at|date:"Y-m-d H:i" }}
+                                </div>
+                                {% if attachment_count > 0 %}
+                                <div class="col-md-6 mb-2">
+                                    <strong>{% trans "Attachments:" %}</strong> {{ attachment_count }}
+                                </div>
+                                {% endif %}
+                            </div>
+                        </div>
+
+                        <div class="alert alert-info">
+                            <i class="bi bi-info-circle"></i>
+                            <strong>{% trans "What Happens Next?" %}</strong>
+                            <ul class="mb-0 mt-2" style="text-align: {% if LANGUAGE_CODE == 'ar' %}right{% else %}left{% endif %}; padding-inline-start: 20px;">
+                                <li>{% trans "Your explanation will be reviewed by the complaint assignee" %}</li>
+                                <li>{% trans "The PX team may contact you if additional information is needed" %}</li>
+                                <li>{% trans "Your explanation will be considered during the complaint investigation" %}</li>
+                            </ul>
+                        </div>
+
+                        <hr>
+
+                        <div class="text-muted small">
+                            <p class="mb-2"><strong>{% trans "Explanation ID:" %}</strong> {{ explanation.id }}</p>
+                            <p class="mb-2"><strong>{% trans "Submission Time:" %}</strong> {{ explanation.responded_at|date:"Y-m-d H:i:s" }}</p>
+                            <p class="mb-0">{% trans "A confirmation email has been sent to the complaint assignee." %}</p>
+                        </div>
+                    </div>
+                    <div class="card-footer text-muted text-center py-3">
+                        <small>{% trans "PX360 Complaint Management System" %}</small>
+                    </div>
+                </div>
+            </div>
+        </div>
+    </div>
+
+    <script src="https://cdn.jsdelivr.net/npm/bootstrap@5.3.0/dist/js/bootstrap.bundle.min.js"></script>
+    <link rel="stylesheet" href="https://cdn.jsdelivr.net/npm/bootstrap-icons@1.10.0/font/bootstrap-icons.css">
+</body>
+</html>

templates/emails/explanation_request.html

@@ -0,0 +1,193 @@
+{% load i18n %}
+<!DOCTYPE html>
+<html lang="{{ LANGUAGE_CODE|default:'en' }}" dir="{% if LANGUAGE_CODE == 'ar' %}rtl{% else %}ltr{% endif %}">
+<head>
+    <meta charset="UTF-8">
+    <meta name="viewport" content="width=device-width, initial-scale=1.0">
+    <title>{% trans "Explanation Request" %}</title>
+    <style>
+        body {
+            font-family: 'Segoe UI', Tahoma, Geneva, Verdana, sans-serif;
+            line-height: 1.6;
+            color: #333;
+            margin: 0;
+            padding: 20px;
+            background-color: #f4f4f4;
+        }
+        .container {
+            max-width: 600px;
+            margin: 0 auto;
+            background: #fff;
+            border-radius: 10px;
+            overflow: hidden;
+            box-shadow: 0 2px 10px rgba(0,0,0,0.1);
+        }
+        .header {
+            background: linear-gradient(135deg, #667eea 0%, #764ba2 100%);
+            color: #fff;
+            padding: 30px;
+            text-align: center;
+        }
+        .header h1 {
+            margin: 0;
+            font-size: 28px;
+        }
+        .content {
+            padding: 30px;
+        }
+        .complaint-box {
+            background: #f8f9fa;
+            border-left: 4px solid #667eea;
+            padding: 15px;
+            margin: 20px 0;
+            border-radius: 5px;
+        }
+        .complaint-box h3 {
+            margin-top: 0;
+            color: #667eea;
+        }
+        .info-row {
+            display: flex;
+            margin-bottom: 10px;
+        }
+        .info-label {
+            font-weight: 600;
+            min-width: 100px;
+            color: #555;
+        }
+        .info-value {
+            flex: 1;
+        }
+        .button {
+            display: inline-block;
+            padding: 12px 30px;
+            background: linear-gradient(135deg, #667eea 0%, #764ba2 100%);
+            color: #fff;
+            text-decoration: none;
+            border-radius: 5px;
+            font-weight: 600;
+            margin: 20px 0;
+        }
+        .button:hover {
+            opacity: 0.9;
+        }
+        .note {
+            background: #fff3cd;
+            border: 1px solid #ffc107;
+            padding: 15px;
+            border-radius: 5px;
+            margin: 20px 0;
+        }
+        .footer {
+            background: #f8f9fa;
+            padding: 20px;
+            text-align: center;
+            font-size: 12px;
+            color: #666;
+            border-top: 1px solid #dee2e6;
+        }
+        .custom-message {
+            background: #e3f2fd;
+            border-left: 4px solid #2196f3;
+            padding: 15px;
+            border-radius: 5px;
+            margin: 20px 0;
+        }
+        .attachment-info {
+            font-size: 14px;
+            color: #666;
+            margin-top: 10px;
+        }
+        .attachment-info i {
+            color: #667eea;
+        }
+    </style>
+</head>
+<body>
+    <div class="container">
+        <div class="header">
+            <h1>{% trans "Explanation Request" %}</h1>
+        </div>
+
+        <div class="content">
+            <p>{% trans "Dear" %} {{ staff_name }},</p>
+
+            <p>{% trans "You have been assigned to provide an explanation for the following patient complaint. Please review the details and submit your response using the link below." %}</p>
+
+            {% if custom_message %}
+            <div class="custom-message">
+                <strong>{% trans "Note from PX Team:" %}</strong>
+                <p>{{ custom_message }}</p>
+            </div>
+            {% endif %}
+
+            <div class="complaint-box">
+                <h3>{% trans "Complaint Details" %}</h3>
+                <div class="info-row">
+                    <div class="info-label">{% trans "Reference:" %}</div>
+                    <div class="info-value">#{{ complaint_id }}</div>
+                </div>
+                <div class="info-row">
+                    <div class="info-label">{% trans "Title:" %}</div>
+                    <div class="info-value">{{ complaint_title }}</div>
+                </div>
+                <div class="info-row">
+                    <div class="info-label">{% trans "Patient:" %}</div>
+                    <div class="info-value">{{ patient_name }}</div>
+                </div>
+                <div class="info-row">
+                    <div class="info-label">{% trans "Hospital:" %}</div>
+                    <div class="info-value">{{ hospital_name }}</div>
+                </div>
+                <div class="info-row">
+                    <div class="info-label">{% trans "Department:" %}</div>
+                    <div class="info-value">{{ department_name }}</div>
+                </div>
+                <div class="info-row">
+                    <div class="info-label">{% trans "Category:" %}</div>
+                    <div class="info-value">{{ category }}</div>
+                </div>
+                <div class="info-row">
+                    <div class="info-label">{% trans "Status:" %}</div>
+                    <div class="info-value">{{ status }}</div>
+                </div>
+                <div class="info-row">
+                    <div class="info-label">{% trans "Date:" %}</div>
+                    <div class="info-value">{{ created_date }}</div>
+                </div>
+
+                {% if description %}
+                <div class="info-row" style="display: block;">
+                    <div class="info-label">{% trans "Description:" %}</div>
+                    <div class="info-value" style="margin-top: 5px;">{{ description }}</div>
+                </div>
+                {% endif %}
+            </div>
+
+            <div style="text-align: center;">
+                <a href="{{ explanation_url }}" class="button">{% trans "Submit Your Explanation" %}</a>
+            </div>
+
+            <div class="note">
+                <strong>{% trans "Important Information:" %}</strong>
+                <ul style="margin-top: 10px; padding-left: 20px;">
+                    <li>{% trans "This link is unique and can only be used once" %}</li>
+                    <li>{% trans "You can attach supporting documents to your explanation" %}</li>
+                    <li>{% trans "Your response will be reviewed by the PX team" %}</li>
+                    <li>{% trans "Please submit your explanation at your earliest convenience" %}</li>
+                </ul>
+            </div>
+
+            <p>{% trans "If you have any questions or concerns, please contact the PX team directly." %}</p>
+
+            <p>{% trans "Thank you for your cooperation." %}</p>
+        </div>
+
+        <div class="footer">
+            <p><strong>PX360 Complaint Management System</strong></p>
+            <p>{% trans "This is an automated email. Please do not reply directly to this message." %}</p>
+            <p>{% trans "If you need assistance, contact your PX administrator." %}</p>
+        </div>
+    </div>
+</body>
+</html>