"""
Complaints forms
"""

import os

from django import forms
from django.db import models
from django.core.exceptions import ValidationError
from django.core.validators import validate_email
from django.utils.translation import gettext_lazy as _

from apps.complaints.models import (
    Complaint,
    ComplaintCategory,
    ComplaintSource,
    ComplaintSourceType,
    ComplaintStatus,
    ComplaintType,
    Inquiry,
    ComplaintSLAConfig,
    ComplaintThreshold,
    ComplaintInvolvedDepartment,
    ComplaintInvolvedStaff,
    GovernmentTicket,
)
from apps.core.models import PriorityChoices, SeverityChoices
from apps.core.form_mixins import HospitalFieldMixin, DepartmentFieldMixin
from apps.core.validators import SAUDI_PHONE_HTML_PATTERN, validate_saudi_phone
from apps.organizations.models import Area, Department, Hospital, LocationType, Patient, Staff, Section


class MultiFileInput(forms.FileInput):
    """
    Custom FileInput widget that supports multiple file uploads.

    Unlike standard FileInput which only supports single files,
    this widget allows users to upload multiple files at once.
    """

    def __init__(self, attrs=None):
        # Call parent's __init__ first to avoid Django's 'multiple' check
        super().__init__(attrs)
        # Add 'multiple' attribute after initialization
        self.attrs["multiple"] = "multiple"

    def value_from_datadict(self, data, files, name):
        """
        Get all uploaded files for a given field name.

        Returns a list of uploaded files instead of a single file.
        """
        if name in files:
            return files.getlist(name)
        return []


class PublicComplaintForm(forms.ModelForm):
    """
    Simplified public complaint submission form.

    Key changes for AI-powered classification:
    - Fewer required fields (simplified for public users)
    - Severity and priority removed (AI will determine these automatically)
    - Only essential information collected
    - Updated with new fields: relation_to_patient, patient_name, national_id, incident_date, staff_name, expected_result
    """

    # Contact Information
    complainant_name = forms.CharField(
        label=_("Complainant Name"),
        max_length=200,
        required=True,
        widget=forms.TextInput(attrs={"class": "form-control", "placeholder": _("Your full name")}),
    )

    relation_to_patient = forms.ChoiceField(
        label=_("Relation to Patient"),
        choices=[
            ("patient", "Patient"),
            ("relative", "Relative")
        ],
        required=True,
        widget=forms.Select(attrs={"class": "form-control"}),
    )

    email = forms.EmailField(
        label=_("Email Address"),
        required=False,
        widget=forms.EmailInput(attrs={"class": "form-control", "placeholder": _("your@email.com")}),
    )

    mobile_number = forms.CharField(
        label=_("Mobile Number"),
        max_length=20,
        required=True,
        widget=forms.TextInput(attrs={
            "class": "form-control",
            "placeholder": _("05XXXXXXXX or +9665XXXXXXXX"),
            "pattern": SAUDI_PHONE_HTML_PATTERN,
            "inputmode": "tel",
        }),
    )

    # Patient Information
    patient_name = forms.CharField(
        label=_("Patient Name"),
        max_length=200,
        required=True,
        widget=forms.TextInput(attrs={"class": "form-control", "placeholder": _("Name of the patient involved")}),
    )

    national_id = forms.CharField(
        label=_("National ID/ Iqama No."),
        max_length=20,
        required=True,
        widget=forms.TextInput(attrs={"class": "form-control", "placeholder": _("Saudi National ID or Iqama number")}),
    )

    incident_date = forms.DateField(
        label=_("Incident Date"), required=True, widget=forms.DateInput(attrs={"class": "form-control", "type": "date"})
    )

    # Hospital and Department
    hospital = forms.ModelChoiceField(
        label=_("Hospital"),
        queryset=Hospital.objects.filter(status="active").order_by("name"),
        empty_label=_("Select Hospital"),
        required=True,
        widget=forms.Select(
            attrs={"class": "form-control", "id": "hospital_select", "data-action": "load-departments"}
        ),
    )

    department = forms.ModelChoiceField(
        label=_("Department (Optional)"),
        queryset=Department.objects.none(),
        empty_label=_("Select Department"),
        required=False,
        widget=forms.Select(attrs={"class": "form-control", "id": "department_select"}),
    )

    # Location Type and Area
    location_type = forms.ChoiceField(
        label=_("Location Type"),
        choices=[("", _("Select Location Type"))] + list(LocationType.choices),
        required=True,
        widget=forms.Select(attrs={"class": "form-control", "id": "location_type_select"}),
    )

    area = forms.ModelChoiceField(
        label=_("Area (Optional)"),
        queryset=Area.objects.none(),
        empty_label=_("Select Area"),
        required=False,
        widget=forms.Select(attrs={"class": "form-control", "id": "area_select"}),
    )

    section = forms.ModelChoiceField(
        label=_("Section"),
        queryset=Section.objects.none(),
        empty_label=_("Select Section"),
        required=False,
        widget=forms.Select(attrs={"class": "form-control", "id": "section_select"}),
    )

    staff_name = forms.CharField(
        label=_("Staff Involved"),
        max_length=200,
        required=False,
        widget=forms.TextInput(
            attrs={"class": "form-control", "placeholder": _("Name of staff member involved (if known)")}
        ),
    )

    complaint_details = forms.CharField(
        label=_("Complaint Details"),
        required=True,
        widget=forms.Textarea(
            attrs={
                "class": "form-control",
                "rows": 6,
                "placeholder": _(
                    "Please describe your complaint in detail. Our AI system will analyze and prioritize your complaint accordingly."
                ),
            }
        ),
    )

    expected_result = forms.CharField(
        label=_("Expected Complaint Result"),
        required=False,
        widget=forms.Textarea(
            attrs={"class": "form-control", "rows": 3, "placeholder": _("What do you expect as a resolution?")}
        ),
    )

    # Hidden fields - these will be set by view or AI
    severity = forms.ChoiceField(
        label=_("Severity"),
        choices=SeverityChoices.choices,
        initial=SeverityChoices.MEDIUM,
        required=False,
        widget=forms.HiddenInput(),
    )

    priority = forms.ChoiceField(
        label=_("Priority"),
        choices=PriorityChoices.choices,
        initial=PriorityChoices.MEDIUM,
        required=False,
        widget=forms.HiddenInput(),
    )

    # Source type - always internal for public complaints
    complaint_source_type = forms.ChoiceField(
        label=_("Complaint Source Type"),
        choices=ComplaintSourceType.choices,
        initial=ComplaintSourceType.INTERNAL,
        required=False,
        widget=forms.HiddenInput(),
    )

    # File uploads
    attachments = forms.FileField(
        label=_("Attach Documents (Optional)"),
        required=False,
        widget=MultiFileInput(attrs={"class": "form-control", "accept": "image/*,.pdf,.doc,.docx"}),
        help_text=_("You can upload images, PDFs, or Word documents (max 10MB each)"),
    )

    class Meta:
        model = Complaint
        fields = [
            "complainant_name",
            "email",
            "mobile_number",
            "hospital",
            "relation_to_patient",
            "patient_name",
            "national_id",
            "incident_date",
            "location_type",
            "area",
            "department",
            "section",
            "staff_name",
            "complaint_details",
            "expected_result",
            "severity",
            "priority",
            "complaint_source_type",
        ]
        # Note: 'attachments' is not in fields because Complaint model doesn't have this field.
        # Attachments are handled separately via ComplaintAttachment model in the view.

    def __init__(self, *args, **kwargs):
        super().__init__(*args, **kwargs)

        self.fields["section"].queryset = Section.objects.none()
        self.fields["area"].queryset = Area.objects.none()

        hospital_id = None
        if "hospital" in self.initial:
            hospital_id = self.initial["hospital"]
        elif "hospital" in self.data:
            hospital_id = self.data["hospital"]

        if hospital_id:
            self.fields["department"].queryset = Department.objects.filter(
                hospital_id=hospital_id, status="active"
            ).order_by("name")
            self.fields["area"].queryset = Area.objects.filter(
                hospital_id=hospital_id, status="active"
            ).order_by("name_en")

        department_id = None
        if "department" in self.initial:
            department_id = self.initial["department"]
        elif "department" in self.data:
            department_id = self.data["department"]

        if department_id:
            self.fields["section"].queryset = Section.objects.filter(
                department_id=department_id, status="active"
            ).order_by("name_en")

    def clean_mobile_number(self):
        """Validate Saudi mobile number format (05xxxxxxxx / 5xxxxxxxx / +9665xxxxxxxx / 9665xxxxxxxx)."""
        mobile_number = self.cleaned_data.get("mobile_number")
        if mobile_number:
            validate_saudi_phone(mobile_number)
        return mobile_number

    def clean_national_id(self):
        """Validate National ID/Iqama format"""
        national_id = self.cleaned_data.get("national_id")

        # Remove spaces
        national_id = national_id.replace(" ", "")

        # Validate it's 10 digits
        if len(national_id) != 10 or not national_id.isdigit():
            raise ValidationError(_("Please enter a valid National ID or Iqama number (10 digits)"))

        return national_id

    def clean_incident_date(self):
        """Validate incident date is not in the future"""
        incident_date = self.cleaned_data.get("incident_date")

        from datetime import date

        if incident_date and incident_date > date.today():
            raise ValidationError(_("Incident date cannot be in the future"))

        return incident_date

    def clean_attachments(self):
        """Validate file attachments"""
        files = self.files.getlist("attachments")

        # Check file count
        if len(files) > 5:
            raise ValidationError(_("Maximum 5 files allowed"))

        # Check each file
        for file in files:
            # Check file size (10MB limit)
            if file.size > 10 * 1024 * 1024:
                raise ValidationError(_("File size must be less than 10MB"))

            # Check file type
            allowed_extensions = [".jpg", ".jpeg", ".png", ".gif", ".pdf", ".doc", ".docx"]
            ext = os.path.splitext(file.name)[1].lower()
            if ext not in allowed_extensions:
                raise ValidationError(_("Allowed file types: JPG, PNG, GIF, PDF, DOC, DOCX"))

        return files

    def clean(self):
        """Custom cross-field validation"""
        cleaned_data = super().clean()

        # Basic validation - all required fields are already validated by field definitions
        # This method is kept for future custom cross-field validation needs

        return cleaned_data


class ComplaintForm(HospitalFieldMixin, forms.ModelForm):
    """
    Form for creating complaints by authenticated users.

    Uses Category → Department → Section hierarchy.
    Includes new fields for detailed patient information and complaint type.
    Uses cascading dropdowns for department/section selection.

    Hospital field visibility:
    - PX Admins: See dropdown with all hospitals
    - Others: Hidden field, auto-set to user's hospital
    """

    # Complaint Type
    complaint_type = forms.ChoiceField(
        label=_("Feedback Type"),
        choices=ComplaintType.choices,
        initial=ComplaintType.COMPLAINT,
        required=False,
        widget=forms.HiddenInput(),
    )

    # Source type
    complaint_source_type = forms.ChoiceField(
        label=_("Complaint Source Type"),
        choices=ComplaintSourceType.choices,
        initial=ComplaintSourceType.INTERNAL,
        required=False,
        widget=forms.Select(attrs={"class": "form-select", "id": "complaintSourceType"}),
    )

    # PX Source (optional)
    source = forms.ModelChoiceField(
        label=_("PX Source"),
        queryset=None,
        empty_label=_("Select source (optional)"),
        required=False,
        widget=forms.Select(attrs={"class": "form-select", "id": "sourceSelect"}),
    )

    # Patient Information (text-based fields only)
    relation_to_patient = forms.ChoiceField(
        label=_("Relation to Patient"),
        choices=[
            ("patient", "Patient"),
            ("relative", "Relative"),
        ],
        required=True,
        widget=forms.Select(attrs={"class": "form-select", "id": "relationToPatient"}),
    )

    patient_name = forms.CharField(
        label=_("Patient Name"),
        max_length=200,
        required=True,
        widget=forms.TextInput(attrs={"class": "form-control", "placeholder": _("Name of the patient involved")}),
    )

    national_id = forms.CharField(
        label=_("National ID/Iqama No."),
        max_length=20,
        required=True,
        widget=forms.TextInput(attrs={"class": "form-control", "placeholder": _("Saudi National ID or Iqama number")}),
    )

    incident_date = forms.DateField(
        label=_("Incident Date"), required=True, widget=forms.DateInput(attrs={"class": "form-control", "type": "date"})
    )

    hospital = forms.ModelChoiceField(
        label=_("Hospital"),
        queryset=Hospital.objects.filter(status="active"),
        empty_label=_("Select Hospital"),
        required=True,
        widget=forms.Select(attrs={"class": "form-select", "id": "hospitalSelect"}),
    )

    location_type = forms.ChoiceField(
        label=_("Location Type"),
        choices=[("", _("Select Location Type"))] + list(LocationType.choices),
        required=True,
        widget=forms.Select(attrs={"class": "form-select", "id": "locationTypeSelect"}),
    )

    area = forms.ModelChoiceField(
        label=_("Area"),
        queryset=Area.objects.none(),
        empty_label=_("Select Area (optional)"),
        required=False,
        widget=forms.Select(attrs={"class": "form-select", "id": "areaSelect"}),
    )

    department = forms.ModelChoiceField(
        label=_("Department"),
        queryset=Department.objects.none(),
        empty_label=_("Select Department"),
        required=True,
        widget=forms.Select(attrs={"class": "form-select", "id": "departmentSelect"}),
    )

    section = forms.ModelChoiceField(
        label=_("Section"),
        queryset=Section.objects.none(),
        empty_label=_("Select Section (optional)"),
        required=False,
        widget=forms.Select(attrs={"class": "form-select", "id": "sectionSelect"}),
    )

    staff = forms.ModelChoiceField(
        label=_("Staff"),
        queryset=Staff.objects.none(),
        empty_label=_("Select Staff"),
        required=False,
        widget=forms.Select(attrs={"class": "form-select", "id": "staffSelect"}),
    )

    description = forms.CharField(
        label=_("Description"),
        required=True,
        widget=forms.Textarea(
            attrs={"class": "form-control", "rows": 6, "placeholder": _("Detailed description of complaint...")}
        ),
    )

    expected_result = forms.CharField(
        label=_("Expected Complaint Result"),
        required=False,
        widget=forms.Textarea(
            attrs={"class": "form-control", "rows": 3, "placeholder": _("What do you expect as a resolution?")}
        ),
    )

    class Meta:
        model = Complaint
        fields = [
            "complaint_type",
            "complaint_source_type",
            "source",
            "relation_to_patient",
            "patient_name",
            "national_id",
            "incident_date",
            "location_type",
            "area",
            "hospital",
            "department",
            "section",
            "staff",
            "description",
            "expected_result",
        ]

    def __init__(self, *args, **kwargs):
        # Note: user is handled by HospitalFieldMixin
        super().__init__(*args, **kwargs)
        from apps.organizations.models import Section
        from apps.px_sources.models import PXSource

        # Initialize cascading dropdowns with empty querysets
        self.fields["section"].queryset = Section.objects.none()
        self.fields["area"].queryset = Area.objects.none()

        # Load active PX sources for optional selection
        self.fields["source"].queryset = PXSource.objects.filter(is_active=True).order_by("name_en")

        # Hospital field is configured by HospitalFieldMixin
        # Now filter departments and staff based on hospital
        hospital_id = None
        if self.data.get("hospital"):
            hospital_id = self.data.get("hospital")
        elif self.initial.get("hospital"):
            hospital_id = self.initial.get("hospital")
        elif self.user and self.user.is_px_admin():
            tenant_hospital = getattr(self.request, "tenant_hospital", None)
            if tenant_hospital:
                hospital_id = tenant_hospital.id
        elif self.user and self.user.hospital:
            hospital_id = self.user.hospital.id

        if hospital_id:
            # Filter departments based on selected hospital
            self.fields["department"].queryset = Department.objects.filter(
                hospital_id=hospital_id, status="active"
            ).order_by("name")

            # Filter staff based on selected hospital
            self.fields["staff"].queryset = Staff.objects.filter(hospital_id=hospital_id, status="active").order_by(
                "first_name", "last_name"
            )

            # Filter areas based on selected hospital
            self.fields["area"].queryset = Area.objects.filter(
                hospital_id=hospital_id, status="active"
            ).order_by("name_en")

        # Populate section dropdown based on selected department
        department_id = self.data.get("department") or self.initial.get("department")
        if department_id:
            self.fields["section"].queryset = Section.objects.filter(
                department_id=department_id
            ).order_by("name_en")

    def clean_incident_date(self):
        incident_date = self.cleaned_data.get("incident_date")

        from datetime import date

        if incident_date and incident_date > date.today():
            raise ValidationError(_("Incident date cannot be in the future"))

        return incident_date


class InquiryForm(HospitalFieldMixin, forms.ModelForm):
    """
    Form for creating inquiries by authenticated users.

    Similar to ComplaintForm - supports patient search, department filtering,
    and proper field validation with AJAX support.

    Hospital field visibility:
    - PX Admins: See dropdown with all hospitals
    - Others: Hidden field, auto-set to user's hospital
    """

    patient = forms.ModelChoiceField(
        label=_("Patient (Optional)"),
        queryset=Patient.objects.filter(status="active"),
        empty_label=_("Select Patient"),
        required=False,
        widget=forms.Select(attrs={"class": "form-select", "id": "patientSelect"}),
    )

    hospital = forms.ModelChoiceField(
        label=_("Hospital"),
        queryset=Hospital.objects.filter(status="active"),
        empty_label=_("Select Hospital"),
        required=True,
        widget=forms.Select(attrs={"class": "form-select", "id": "hospitalSelect"}),
    )

    location_type = forms.ChoiceField(
        label=_("Location Type"),
        choices=[("", _("Select Location Type"))] + list(LocationType.choices),
        required=True,
        widget=forms.Select(attrs={"class": "form-select", "id": "locationTypeSelect"}),
    )

    area = forms.ModelChoiceField(
        label=_("Area"),
        queryset=Area.objects.none(),
        empty_label=_("Select Area (optional)"),
        required=False,
        widget=forms.Select(attrs={"class": "form-select", "id": "areaSelect"}),
    )

    department = forms.ModelChoiceField(
        label=_("Department (Optional)"),
        queryset=Department.objects.none(),
        empty_label=_("Select Department"),
        required=False,
        widget=forms.Select(attrs={"class": "form-select", "id": "departmentSelect"}),
    )

    category = forms.ChoiceField(
        label=_("Inquiry Type"),
        choices=[
            ("general", "General Inquiry"),
            ("appointment", "Appointment Related"),
            ("billing", "Billing & Insurance"),
            ("medical_records", "Medical Records"),
            ("pharmacy", "Pharmacy"),
            ("insurance", "Insurance"),
            ("feedback", "Feedback"),
            ("other", "Other"),
        ],
        required=True,
        widget=forms.Select(attrs={"class": "form-control"}),
    )

    subject = forms.CharField(
        label=_("Subject"),
        max_length=200,
        required=True,
        widget=forms.TextInput(attrs={"class": "form-control", "placeholder": _("Brief subject")}),
    )

    message = forms.CharField(
        label=_("Message"),
        required=True,
        widget=forms.Textarea(attrs={"class": "form-control", "rows": 5, "placeholder": _("Describe your inquiry")}),
    )

    # Contact info for inquiries without patient
    contact_name = forms.CharField(
        label=_("Contact Name"), max_length=200, required=False, widget=forms.TextInput(attrs={"class": "form-control"})
    )
    contact_phone = forms.CharField(
        label=_("Contact Phone"), max_length=20, required=False, widget=forms.TextInput(attrs={"class": "form-control"})
    )
    contact_email = forms.EmailField(
        label=_("Contact Email"), required=False, widget=forms.EmailInput(attrs={"class": "form-control"})
    )

    section = forms.ModelChoiceField(
        label=_("Section"),
        queryset=None,
        empty_label=_("Select Section"),
        required=False,
        widget=forms.Select(attrs={"class": "form-select", "id": "sectionSelect"}),
    )

    priority = forms.ChoiceField(
        label=_("Priority"),
        choices=[
            ("low", _("Low")),
            ("medium", _("Medium")),
            ("high", _("High")),
            ("critical", _("Critical")),
        ],
        initial="medium",
        required=False,
        widget=forms.Select(attrs={"class": "form-select", "id": "prioritySelect"}),
    )

    is_outgoing = forms.BooleanField(
        label=_("Outgoing Inquiry"),
        required=False,
        initial=False,
        widget=forms.HiddenInput(attrs={"id": "isOutgoing"}),
    )

    outgoing_department = forms.ModelChoiceField(
        label=_("Outgoing Department"),
        queryset=Department.objects.none(),
        empty_label=_("Select Department"),
        required=False,
        widget=forms.Select(
            attrs={"class": "form-select", "id": "outgoingDepartmentSelect", "data-tomselect": ""}
        ),
    )

    source = forms.ModelChoiceField(
        label=_("Source"),
        queryset=None,
        empty_label=_("Select source (optional)"),
        required=False,
        widget=forms.Select(attrs={"class": "form-select", "id": "sourceSelect"}),
    )

    class Meta:
        model = Inquiry
        fields = [
            "patient",
            "hospital",
            "location_type",
            "area",
            "department",
            "subject",
            "message",
            "contact_name",
            "contact_phone",
            "contact_email",
            "national_id",
            "section",
            "priority",
            "source",
            "is_outgoing",
            "outgoing_department",
        ]

    def __init__(self, *args, **kwargs):
        # Note: user is handled by HospitalFieldMixin
        super().__init__(*args, **kwargs)

        from apps.organizations.models import Section
        from apps.px_sources.models import PXSource

        self.fields["section"].queryset = Section.objects.none()
        self.fields["area"].queryset = Area.objects.none()

        # Load active PX sources for optional selection
        self.fields["source"].queryset = PXSource.objects.filter(is_active=True).order_by("name_en")
        self.fields["source"].empty_label = "Select source (optional)"
        self.fields["source"].required = False

        hospital_id = None
        if self.data.get("hospital"):
            hospital_id = self.data.get("hospital")
        elif self.initial.get("hospital"):
            hospital_id = self.initial.get("hospital")
        elif self.user and self.user.is_px_admin():
            tenant_hospital = getattr(self.request, "tenant_hospital", None)
            if tenant_hospital:
                hospital_id = tenant_hospital.id
        elif self.user and self.user.hospital:
            hospital_id = self.user.hospital.id

        if hospital_id:
            self.fields["department"].queryset = Department.objects.filter(
                hospital_id=hospital_id, status="active"
            ).order_by("name")
            self.fields["outgoing_department"].queryset = Department.objects.filter(
                hospital_id=hospital_id, status="active"
            ).order_by("name")
            self.fields["area"].queryset = Area.objects.filter(
                hospital_id=hospital_id, status="active"
            ).order_by("name_en")

        # Populate section dropdown based on selected department
        department_id = self.data.get("department") or self.initial.get("department")
        if department_id:
            self.fields["section"].queryset = Section.objects.filter(
                department_id=department_id
            ).order_by("name_en")

    def clean_area(self):
        area = self.cleaned_data.get("area")
        if not area:
            return None
        return area

    def clean_department(self):
        dept = self.cleaned_data.get("department")
        if not dept:
            return None
        return dept

    def clean_section(self):
        section = self.cleaned_data.get("section")
        if not section:
            return None
        return section


class SLAConfigForm(HospitalFieldMixin, forms.ModelForm):
    """Form for creating and editing SLA configurations"""

    class Meta:
        model = ComplaintSLAConfig
        fields = [
            "hospital",
            "source",
            "severity",
            "sla_hours",
            "reminder_hours_before",
            "second_reminder_hours_before",
            "is_active",
        ]
        widgets = {
            "hospital": forms.Select(attrs={"class": "form-select"}),
            "source": forms.Select(attrs={"class": "form-select"}),
            "severity": forms.Select(attrs={"class": "form-select"}),
            "sla_hours": forms.NumberInput(attrs={"class": "form-control", "min": "1"}),
            "reminder_hours_before": forms.NumberInput(attrs={"class": "form-control", "min": "0"}),
            "second_reminder_hours_before": forms.NumberInput(attrs={"class": "form-control", "min": "0"}),
            "is_active": forms.CheckboxInput(attrs={"class": "form-check-input"}),
        }

    def clean(self):
        cleaned_data = super().clean()
        hospital = cleaned_data.get("hospital")
        source = cleaned_data.get("source")
        severity = cleaned_data.get("severity")
        sla_hours = cleaned_data.get("sla_hours")
        reminder_hours_before = cleaned_data.get("reminder_hours_before")
        second_reminder_hours_before = cleaned_data.get("second_reminder_hours_before")

        # Validate SLA hours is positive
        if sla_hours and sla_hours <= 0:
            raise ValidationError({"sla_hours": "SLA hours must be greater than 0"})

        # Validate first reminder hours (must be less than SLA hours)
        if reminder_hours_before and reminder_hours_before > 0:
            if reminder_hours_before >= sla_hours:
                raise ValidationError({"reminder_hours_before": "First reminder must be less than SLA hours"})

        # Validate second reminder hours
        if second_reminder_hours_before and second_reminder_hours_before > 0:
            if second_reminder_hours_before >= sla_hours:
                raise ValidationError({"second_reminder_hours_before": "Second reminder must be less than SLA hours"})
            if reminder_hours_before and second_reminder_hours_before >= reminder_hours_before:
                raise ValidationError({"second_reminder_hours_before": "Second reminder must be closer to deadline than first"})

        # Check for unique combination (excluding current instance when editing)
        filters = {}
        if hospital:
            filters["hospital"] = hospital
        if source:
            filters["source"] = source
        if severity:
            filters["severity"] = severity

        if filters:
            queryset = ComplaintSLAConfig.objects.filter(**filters)
            if self.instance.pk:
                queryset = queryset.exclude(pk=self.instance.pk)
            if queryset.exists():
                raise ValidationError("An SLA configuration with these settings already exists.")

        return cleaned_data


class ComplaintThresholdForm(HospitalFieldMixin, forms.ModelForm):
    """
    Form for creating and editing complaint thresholds.

    Hospital field visibility:
    - PX Admins: See dropdown with all hospitals
    - Others: Hidden field, auto-set to user's hospital
    """

    class Meta:
        model = ComplaintThreshold
        fields = ["hospital", "threshold_type", "threshold_value", "comparison_operator", "action_type", "is_active"]
        widgets = {
            "hospital": forms.Select(attrs={"class": "form-select"}),
            "threshold_type": forms.Select(attrs={"class": "form-select"}),
            "threshold_value": forms.NumberInput(attrs={"class": "form-control", "step": "0.1"}),
            "comparison_operator": forms.Select(attrs={"class": "form-select"}),
            "action_type": forms.Select(attrs={"class": "form-select"}),
            "is_active": forms.CheckboxInput(attrs={"class": "form-check-input"}),
        }


class PublicInquiryForm(forms.Form):
    """Public inquiry submission form (simpler, for general questions)"""

    # Contact Information
    name = forms.CharField(
        label=_("Name"),
        max_length=200,
        required=True,
        widget=forms.TextInput(attrs={"class": "form-control", "placeholder": _("Your full name")}),
    )

    phone = forms.CharField(
        label=_("Phone Number"),
        max_length=20,
        required=True,
        validators=[validate_saudi_phone],
        widget=forms.TextInput(attrs={
            "class": "form-control",
            "placeholder": _("05XXXXXXXX or +9665XXXXXXXX"),
            "pattern": SAUDI_PHONE_HTML_PATTERN,
            "inputmode": "tel",
        }),
    )

    email = forms.EmailField(
        label=_("Email Address"),
        required=False,
        widget=forms.EmailInput(attrs={"class": "form-control", "placeholder": _("your@email.com")}),
    )

    national_id = forms.CharField(
        label=_("National ID/Iqama"),
        max_length=20,
        required=False,
        widget=forms.TextInput(attrs={"class": "form-control", "placeholder": _("National ID or Iqama (optional)")}),
    )

    # Inquiry Details
    hospital = forms.ModelChoiceField(
        label=_("Hospital"),
        queryset=Hospital.objects.filter(status="active").order_by("name"),
        empty_label=_("Select Hospital"),
        required=True,
        widget=forms.Select(attrs={"class": "form-control", "id": "hospital_select"}),
    )

    location_type = forms.ChoiceField(
        label=_("Location Type"),
        choices=[("", _("Select Location Type"))] + list(LocationType.choices),
        required=True,
        widget=forms.Select(attrs={"class": "form-control", "id": "location_type_select"}),
    )

    area = forms.ModelChoiceField(
        label=_("Area (Optional)"),
        queryset=Area.objects.none(),
        empty_label=_("Select Area"),
        required=False,
        widget=forms.Select(attrs={"class": "form-control", "id": "area_select"}),
    )

    department = forms.ModelChoiceField(
        label=_("Department (Optional)"),
        queryset=Department.objects.none(),
        empty_label=_("Select Department"),
        required=False,
        widget=forms.Select(attrs={"class": "form-control", "id": "department_select"}),
    )

    section = forms.ModelChoiceField(
        label=_("Section (Optional)"),
        queryset=Section.objects.none(),
        empty_label=_("Select Section"),
        required=False,
        widget=forms.Select(attrs={"class": "form-control", "id": "section_select"}),
    )

    category = forms.ChoiceField(
        label=_("Inquiry Type"),
        choices=[
            ("general", "General Inquiry"),
            ("appointment", "Appointment Related"),
            ("billing", "Billing & Insurance"),
            ("medical_records", "Medical Records"),
            ("other", "Other"),
        ],
        required=True,
        widget=forms.Select(attrs={"class": "form-control"}),
    )

    subject = forms.CharField(
        label=_("Subject"),
        max_length=200,
        required=True,
        widget=forms.TextInput(attrs={"class": "form-control", "placeholder": _("Brief subject")}),
    )

    message = forms.CharField(
        label=_("Message"),
        required=True,
        widget=forms.Textarea(attrs={"class": "form-control", "rows": 5, "placeholder": _("Describe your inquiry")}),
    )

    def __init__(self, *args, **kwargs):
        super().__init__(*args, **kwargs)
        self.fields["area"].queryset = Area.objects.none()
        self.fields["section"].queryset = Section.objects.none()

        hospital_id = None
        if "hospital" in self.initial:
            hospital_id = self.initial["hospital"]
        elif "hospital" in self.data:
            hospital_id = self.data["hospital"]

        if hospital_id:
            self.fields["department"].queryset = Department.objects.filter(
                hospital_id=hospital_id, status="active"
            ).order_by("name")
            self.fields["area"].queryset = Area.objects.filter(
                hospital_id=hospital_id, status="active"
            ).order_by("name_en")

        department_id = None
        if "department" in self.initial:
            department_id = self.initial["department"]
        elif "department" in self.data:
            department_id = self.data["department"]

        if department_id:
            self.fields["section"].queryset = Section.objects.filter(
                department_id=department_id, status="active"
            ).order_by("name_en")


class ComplaintInvolvedDepartmentForm(forms.ModelForm):
    """
    Form for adding an involved department to a complaint.

    Allows specifying the department, role, and assignment.
    """

    class Meta:
        model = ComplaintInvolvedDepartment
        fields = ["department", "role", "is_primary", "notes", "assigned_to"]
        widgets = {
            "department": forms.Select(attrs={"class": "form-select"}),
            "role": forms.Select(attrs={"class": "form-select"}),
            "is_primary": forms.CheckboxInput(attrs={"class": "form-check-input"}),
            "notes": forms.Textarea(attrs={"class": "form-control", "rows": 2}),
            "assigned_to": forms.Select(attrs={"class": "form-select"}),
        }

    def __init__(self, *args, **kwargs):
        self.complaint = kwargs.pop("complaint", None)
        user = kwargs.pop("user", None)
        super().__init__(*args, **kwargs)

        # Filter departments based on complaint's hospital
        if self.complaint and self.complaint.hospital:
            self.fields["department"].queryset = Department.objects.filter(
                hospital=self.complaint.hospital, status="active"
            ).order_by("name")
        else:
            self.fields["department"].queryset = Department.objects.none()

        # Filter assigned_to users based on hospital
        if self.complaint and self.complaint.hospital:
            from apps.core.utils import get_assignable_users

            self.fields["assigned_to"].queryset = get_assignable_users(self.complaint.hospital)
        else:
            self.fields["assigned_to"].queryset = User.objects.none()

        # Make assigned_to optional
        self.fields["assigned_to"].required = False

    def clean_department(self):
        department = self.cleaned_data.get("department")
        if self.complaint and department:
            # Check if this department is already involved
            existing = ComplaintInvolvedDepartment.objects.filter(complaint=self.complaint, department=department)
            if self.instance.pk:
                existing = existing.exclude(pk=self.instance.pk)
            if existing.exists():
                raise ValidationError(_("This department is already involved in this complaint."))
        return department

    def save(self, commit=True):
        instance = super().save(commit=False)
        if self.complaint:
            instance.complaint = self.complaint
        if commit:
            instance.save()
        return instance


class ComplaintInvolvedStaffForm(forms.ModelForm):
    """
    Form for adding an involved staff member to a complaint.

    Allows specifying the staff member and their role in the complaint.
    """

    class Meta:
        model = ComplaintInvolvedStaff
        fields = ["staff", "role", "notes"]
        widgets = {
            "staff": forms.Select(attrs={"class": "form-select", "id": "involvedStaffSelect"}),
            "role": forms.Select(attrs={"class": "form-select"}),
            "notes": forms.Textarea(attrs={"class": "form-control", "rows": 2}),
        }

    def __init__(self, *args, **kwargs):
        self.complaint = kwargs.pop("complaint", None)
        user = kwargs.pop("user", None)
        super().__init__(*args, **kwargs)

        # Filter staff based on complaint's hospital
        if self.complaint and self.complaint.hospital:
            from apps.organizations.models import Staff

            self.fields["staff"].queryset = Staff.objects.filter(
                hospital=self.complaint.hospital, status="active"
            ).order_by("first_name", "last_name")
        else:
            self.fields["staff"].queryset = Staff.objects.none()

    def clean_staff(self):
        staff = self.cleaned_data.get("staff")
        if self.complaint and staff:
            # Check if this staff is already involved
            existing = ComplaintInvolvedStaff.objects.filter(complaint=self.complaint, staff=staff)
            if self.instance.pk:
                existing = existing.exclude(pk=self.instance.pk)
            if existing.exists():
                raise ValidationError(_("This staff member is already involved in this complaint."))
        return staff

    def save(self, commit=True):
        instance = super().save(commit=False)
        if self.complaint:
            instance.complaint = self.complaint
        if commit:
            instance.save()
        return instance


class DepartmentResponseForm(forms.ModelForm):
    """
    Form for an involved department to submit their response.
    """

    class Meta:
        model = ComplaintInvolvedDepartment
        fields = ["response_notes"]
        widgets = {
            "response_notes": forms.Textarea(
                attrs={
                    "class": "form-control",
                    "rows": 4,
                    "placeholder": _("Enter department response and findings..."),
                }
            ),
        }


class StaffExplanationForm(forms.ModelForm):
    """
    Form for an involved staff member to submit their explanation.
    """

    class Meta:
        model = ComplaintInvolvedStaff
        fields = ["explanation"]
        widgets = {
            "explanation": forms.Textarea(
                attrs={
                    "class": "form-control",
                    "rows": 4,
                    "placeholder": _("Enter your explanation regarding this complaint..."),
                }
            ),
        }


class GovernmentTicketForm(forms.ModelForm):
    """Form for creating and editing government tickets"""

    class Meta:
        model = GovernmentTicket
        fields = [
            "source",
            "ticket_number",
            "complainant_name",
            "national_id",
            "contact_number",
            "department",
            "section",
            "received_date",
            "classification",
            "content",
            "status",
            "assigned_to",
        ]
        widgets = {
            "received_date": forms.DateTimeInput(
                attrs={"type": "datetime-local", "class": "form-control"},
                format="%Y-%m-%dT%H:%M",
            ),
            "content": forms.Textarea(
                attrs={"class": "form-control", "rows": 5, "placeholder": _("Enter ticket content...")}
            ),
            "ticket_number": forms.TextInput(
                attrs={"class": "form-control", "placeholder": _("e.g., B2022807")}
            ),
            "complainant_name": forms.TextInput(
                attrs={"class": "form-control", "placeholder": _("Complainant name")}
            ),
            "national_id": forms.TextInput(
                attrs={"class": "form-control", "placeholder": _("National ID")}
            ),
            "contact_number": forms.TextInput(
                attrs={"class": "form-control", "placeholder": _("Contact number")}
            ),
            "classification": forms.TextInput(
                attrs={"class": "form-control", "placeholder": _("Classification")}
            ),
        }

    def __init__(self, *args, hospital=None, **kwargs):
        super().__init__(*args, **kwargs)
        # Filter source to only government sources
        self.fields["source"].queryset = self.fields["source"].queryset.filter(
            source_type="government", is_active=True
        )
        self.fields["national_id"].required = False
        self.fields["contact_number"].required = False
        self.fields["classification"].required = False
        self.fields["assigned_to"].required = False

        if hospital:
            from apps.core.utils import get_assignable_users
            self.fields["assigned_to"].queryset = get_assignable_users(hospital)

        from apps.organizations.models import Section
        if args and args[0]:
            self.fields["section"].queryset = Section.objects.all()
        else:
            self.fields["section"].queryset = Section.objects.none()

    def clean_ticket_number(self):
        ticket_number = self.cleaned_data.get("ticket_number")
        if ticket_number:
            # Check for duplicates, excluding current instance
            qs = GovernmentTicket.objects.filter(ticket_number=ticket_number)
            if self.instance and self.instance.pk:
                qs = qs.exclude(pk=self.instance.pk)
            if qs.exists():
                raise ValidationError(_("A ticket with this number already exists."))
        return ticket_number