HH/apps/complaints/signals.py

"""
Complaint signals - Automatic SMS notifications on status changes

This module handles automatic SMS notifications to complainants when:
1. Complaint is created (confirmation)
2. Complaint status changes to resolved or closed
3. Auto-sync department from staff when staff is assigned
"""
import logging

from django.db.models.signals import pre_save, post_save
from django.dispatch import receiver
from django.contrib.sites.shortcuts import get_current_site

from .models import Complaint, ComplaintUpdate, ComplaintInvolvedDepartment

logger = logging.getLogger(__name__)


@receiver(pre_save, sender=Complaint)
def sync_department_from_staff(sender, instance, **kwargs):
    """
    Automatically set complaint.department from staff.department when staff is assigned.
    
    This ensures the department is always in sync with the assigned staff member,
    regardless of how the complaint is saved (API, admin, forms, etc.).
    """
    if instance.staff:
        # If staff is assigned, set department from staff's department
        staff_department = instance.staff.department
        if staff_department and instance.department_id != staff_department.id:
            instance.department = staff_department
            logger.info(
                f"Complaint #{instance.id}: Auto-synced department to '{staff_department.name}' "
                f"from staff '{instance.staff.name}'"
            )
    elif instance.pk:
        # If staff is being removed (set to None), check if we should clear department
        # Only clear if the department was originally from a staff member
        # We keep the department if it was manually set
        pass


@receiver(post_save, sender=Complaint)
def send_complaint_creation_sms(sender, instance, created, **kwargs):
    """
    Send SMS notification when complaint is created.
    
    Only sends for public complaints (those with contact_phone).
    """
    if not created:
        return
    
    # Only send SMS if phone number is provided
    if not instance.contact_phone:
        logger.info(f"Complaint #{instance.id} created but no phone number provided. Skipping SMS.")
        return
    
    # Send SMS notification
    try:
        from apps.notifications.services import NotificationService
        
        # Get tracking URL
        tracking_url = instance.get_tracking_url()
        
        # Bilingual SMS messages
        messages = {
            'en': f"PX360: Your complaint #{instance.reference_number} has been received. Track: {tracking_url}",
            'ar': f"PX360: تم استلام شكوتك #{instance.reference_number}. تتبع الشكوى: {tracking_url}"
        }
        
        # Default to English (can be enhanced to detect language)
        sms_message = messages['en']
        
        # Send SMS
        notification_log = NotificationService.send_sms(
            phone=instance.contact_phone,
            message=sms_message,
            related_object=instance,
            metadata={
                'notification_type': 'complaint_created',
                'reference_number': instance.reference_number,
                'tracking_url': tracking_url,
                'language': 'en'  # Default to English
            }
        )
        
        logger.info(f"Creation SMS sent to {instance.contact_phone} for complaint #{instance.id}")
        
        # Create complaint update to track SMS
        ComplaintUpdate.objects.create(
            complaint=instance,
            update_type='communication',
            message=f"SMS notification sent to complainant: Your complaint has been received",
            metadata={
                'notification_type': 'complaint_created',
                'notification_log_id': str(notification_log.id) if notification_log else None
            }
        )
        
    except Exception as e:
        # Log error but don't fail the complaint save
        logger.error(f"Failed to send creation SMS for complaint #{instance.id}: {str(e)}")


@receiver(post_save, sender=Complaint)
def send_complaint_status_change_sms(sender, instance, created, **kwargs):
    """
    Send SMS notification when complaint status changes to resolved or closed.
    
    Uses update_fields to detect actual status changes (not just re-saves).
    """
    # Skip on creation (handled by creation signal)
    if created:
        return
    
    # Check if this is a status change to resolved or closed
    # Use update_fields to detect actual status changes
    if not hasattr(instance, '_status_was'):
        return
    
    old_status = instance._status_was
    new_status = instance.status
    
    # Only send SMS for resolved or closed status changes
    if new_status not in ['resolved', 'closed']:
        return
    
    # Only send if status actually changed
    if old_status == new_status:
        return
    
    # Only send if phone or email is provided
    if not instance.contact_phone and not instance.contact_email:
        logger.info(f"Complaint #{instance.id} status changed to {new_status} but no contact info. Skipping notification.")
        return
    
    # Send SMS + email notification
    try:
        from apps.notifications.services import NotificationService, get_email_header_html
        from apps.core.utils import build_public_track_url

        track_url = build_public_track_url("complaint", instance.reference_number)

        status_label = "resolved" if new_status == "resolved" else "closed"
        sms_message = f"PX360: Your complaint #{instance.reference_number} has been {status_label}. View response: {track_url}"

        if instance.contact_phone:
            notification_log = NotificationService.send_sms(
                phone=instance.contact_phone,
                message=sms_message,
                related_object=instance,
                metadata={
                    'notification_type': 'complaint_status_change',
                    'reference_number': instance.reference_number,
                    'old_status': old_status,
                    'new_status': new_status,
                    'language': 'en'
                }
            )

            logger.info(f"Status change SMS sent to {instance.contact_phone} for complaint #{instance.id}: {old_status} -> {new_status}")

        if instance.contact_email:
            email_subject = f"PX360: Your complaint #{instance.reference_number} has been {status_label}"
            email_body = (
                f"Dear Valued Patient,\n\n"
                f"Your complaint #{instance.reference_number} has been {status_label}.\n\n"
                f"To view the full response, please visit:\n{track_url}\n\n"
                f"Thank you for your feedback.\n\n"
                f"Reference: {instance.reference_number}\n"
                f"This is an automated message from PX 360."
            )
            NotificationService.send_email(
                email=instance.contact_email,
                subject=email_subject,
                message=email_body,
                html_message=f"""
<div style="font-family: 'Segoe UI', Tahoma, sans-serif; max-width: 600px; margin: 0 auto; border: 1px solid #e5e7eb; border-radius: 8px; overflow: hidden;">
    {get_email_header_html()}
    <div style="padding: 20px;">
        <h2 style="color: #005696; font-size: 18px; margin: 0 0 12px 0;">Complaint Update: {status_label.title()}</h2>
        <p style="margin: 0 0 12px 0;">Dear Valued Patient,</p>
        <p style="margin: 0 0 12px 0;">Your complaint <strong>#{instance.reference_number}</strong> has been <strong>{status_label}</strong>.</p>
        <p style="margin: 0 0 12px 0;">To view the full response, please click the link below:</p>
        <div style="text-align: center; margin: 20px 0;">
            <a href="{track_url}" style="background: #005696; color: white; padding: 10px 24px; border-radius: 8px; text-decoration: none; font-weight: 600;">View Response</a>
        </div>
        <p style="margin: 0 0 6px 0; color: #6b7280; font-size: 13px;">Reference: {instance.reference_number}</p>
    </div>
</div>
""",
                related_object=instance,
                metadata={
                    'notification_type': 'complaint_status_change_email',
                    'reference_number': instance.reference_number,
                }
            )
            logger.info(f"Status change email sent to {instance.contact_email} for complaint #{instance.id}")

        ComplaintUpdate.objects.create(
            complaint=instance,
            update_type='communication',
            message=f"Notification sent to complainant: Status changed to {new_status} (SMS: {bool(instance.contact_phone)}, Email: {bool(instance.contact_email)})",
            metadata={
                'notification_type': 'complaint_status_change',
                'old_status': old_status,
                'new_status': new_status,
            }
        )
        
    except Exception as e:
        # Log error but don't fail the complaint save
        logger.error(f"Failed to send status change SMS for complaint #{instance.id}: {str(e)}")


# Hook into ComplaintUpdate to track SMS sent manually via API
@receiver(post_save, sender=ComplaintUpdate)
def track_manual_sms(sender, instance, created, **kwargs):
    """
    Track manually sent SMS notifications.
    
    This ensures that SMS sent via API endpoints (like send_resolution_notification)
    are also properly tracked.
    """
    if not created:
        return
    
    # Check if this update was for a communication/notification
    if instance.update_type == 'communication':
        # Log tracking info
        logger.info(
            f"Manual communication update created for complaint #{instance.complaint.id}: "
            f"{instance.message[:50]}..."
        )


@receiver(post_save, sender=ComplaintInvolvedDepartment)
def notify_champion_on_department_assignment(sender, instance, created, **kwargs):
    """
    Send email notification to department champion when a complaint is assigned to their department.
    """
    if not created:
        return

    # Only notify when this department is actually being sent to (not just added to involvement list)
    if not instance.sent:
        return

    # Only notify if the department has a respondent (champion) with email
    if not instance.department.champion or not instance.department.champion.user or not instance.department.champion.user.email:
        logger.info(
            f"ComplaintInvolvedDepartment #{instance.id}: No respondent email configured for department "
            f"'{instance.department.name}'. Skipping notification."
        )
        return

    try:
        from apps.notifications.services import NotificationService, get_email_header_html
        from django.contrib.sites.models import Site

        champion = instance.department.champion.user
        complaint = instance.complaint
        department = instance.department

        # Build response URL
        current_site = Site.objects.get_current()
        domain = current_site.domain if current_site else "px360.tenhal.sa"
        department_url = f"https://{domain}/organizations/departments/{department.pk}/"

        # Send email
        NotificationService.send_email(
            recipient=champion.email,
            subject=f"New Complaint Assigned - {complaint.reference_number}",
            message=f"""A new complaint has been assigned to your department ({department.name}).

Complaint Reference: {complaint.reference_number}
Title: {complaint.title or 'No title'}
Patient: {complaint.patient_name if hasattr(complaint, 'patient_name') else 'N/A'}

Please review and respond through your department page:
{department_url}

Best regards,
PX360 Team""",
            html_message=f"""
            <div style="font-family: 'Segoe UI', Tahoma, sans-serif; max-width: 600px; margin: 0 auto; background: white; border-radius: 12px; overflow: hidden; box-shadow: 0 4px 6px rgba(0,0,0,0.1);">
                {get_email_header_html()}
                <div style="padding: 30px;">
                    <h2 style="color: #005696; margin-top: 0;">New Complaint Assigned</h2>
                    <p>A new complaint has been assigned to your department <strong>{department.name}</strong>.</p>
                    <div style="background: #f8fafc; padding: 15px; border-radius: 8px; margin: 15px 0;">
                        <p><strong>Reference:</strong> {complaint.reference_number}</p>
                        <p><strong>Title:</strong> {complaint.title or 'No title'}</p>
                        <p><strong>Patient:</strong> {complaint.patient_name if hasattr(complaint, 'patient_name') else 'N/A'}</p>
                    </div>
                    <p>Please review and respond through your department page:</p>
                    <a href="{department_url}" style="display: inline-block; padding: 12px 24px; background: #005696; color: white; text-decoration: none; border-radius: 6px; margin: 10px 0;">View Department Page</a>
                    <p style="color: #94a3b8; font-size: 12px; margin-top: 20px;">Best regards,<br>PX360 Team</p>
                </div>
            </div>
            """,
            related_object=complaint,
            metadata={
                'notification_type': 'complaint_department_assigned',
                'complaint_id': str(complaint.id),
                'department_id': str(department.id),
                'champion_email': champion.email,
            }
        )

        logger.info(
            f"Notification sent to champion {champion.email} for complaint "
            f"#{complaint.reference_number} assigned to department {department.name}"
        )

    except Exception as e:
        logger.error(f"Failed to send champion notification for ComplaintInvolvedDepartment #{instance.id}: {str(e)}")