#!/usr/bin/env bash
# bms-tickets.sh — Kaseya BMS ticket CRUD operations

set -euo pipefail

SCRIPT_DIR="$(cd "$(dirname "${BASH_SOURCE[0]}")" && pwd)"
BMS_API_BASE="${BMS_API_BASE:-https://api.bms.kaseya.com}"

# ─── Helpers ─────────────────────────────────────────────────────────────────

die() { echo "ERROR: $*" >&2; exit 1; }

get_token() {
  bash "${SCRIPT_DIR}/bms-auth.sh" get-token
}

bms_curl() {
  local method="$1"; shift
  local path="$1"; shift
  local token
  token=$(get_token)

  curl -sf -X "$method" \
    "${BMS_API_BASE}${path}" \
    -H "Authorization: Bearer ${token}" \
    -H "Content-Type: application/json" \
    "$@"
}

# Pretty-print a ticket list
format_ticket_list() {
  jq -r '
    (.result // .) |
    if type == "array" then .[] else empty end |
    "\(.ticketNumber // .Id)\t[\(.statusName // "?")] \(.title // "?")\t| \(.accountName // "?")\t| Assignee: \(.assigneeName // "unassigned")\t| Priority: \(.priorityName // "?")"
  ' | sed 's/\t/  /g'
}

format_ticket_detail() {
  jq -r '
    .Data // . |
    "Ticket:    \(.TicketNumber) (ID: \(.Id))
Title:     \(.Title)
Status:    \(.StatusName) (ID: \(.StatusId))
Priority:  \(.PriorityName) (ID: \(.PriorityId))
Account:   \(.AccountName) (ID: \(.AccountId))
Location:  \(.LocationName // "N/A")
Contact:   \(.ContactName // "N/A")
Queue:     \(.QueueName // "N/A")
Assignee:  \(.AssigneeName // "unassigned")
Type:      \(.TypeName // "N/A")
Created:   \(.CreatedOn)
Modified:  \(.ModifiedOn)
Due:       \(.DueDate // "none")
---
\(.Details // "(no details)")"
  '
}

# ─── Commands ────────────────────────────────────────────────────────────────

cmd_list() {
  local status="" assignee="" from="" to="" priority="" queue="" account=""
  local page=1 page_size=25 format="table"

  while [[ $# -gt 0 ]]; do
    case "$1" in
      --status)    status="$2";    shift 2 ;;
      --assignee)  assignee="$2";  shift 2 ;;
      --from)      from="$2";      shift 2 ;;
      --to)        to="$2";        shift 2 ;;
      --priority)  priority="$2";  shift 2 ;;
      --queue)     queue="$2";     shift 2 ;;
      --account)   account="$2";   shift 2 ;;
      --page)      page="$2";      shift 2 ;;
      --page-size) page_size="$2"; shift 2 ;;
      --format)    format="$2";    shift 2 ;;
      *) die "Unknown option: $1" ;;
    esac
  done

  # Build filter JSON
  local filter="{"
  local sep=""
  if [[ "$status" == "open" ]]; then
    filter+="\"StatusNames\":\"Escalated,Open,Waiting for Customer,Waiting for Product(s),Waiting for Vendor\""
    sep=","
    status=""
  fi
  [[ -n "$status" ]]   && { filter+="${sep}\"StatusNames\":\"${status}\"";   sep=","; }
  [[ -n "$assignee" ]] && { filter+="${sep}\"AssigneeName\":\"${assignee}\""; sep=","; }
  [[ -n "$from" ]]     && { filter+="${sep}\"CreatedOnFrom\":\"${from}T00:00:00\""; sep=","; }
  [[ -n "$to" ]]       && { filter+="${sep}\"CreatedOnTo\":\"${to}T23:59:59\"";     sep=","; }
  [[ -n "$priority" ]] && { filter+="${sep}\"PriorityNames\":\"${priority}\""; sep=","; }
  [[ -n "$queue" ]]    && { filter+="${sep}\"QueueNames\":\"${queue}\"";       sep=","; }
  [[ -n "$account" ]]  && { filter+="${sep}\"Account\":\"${account}\"";        sep=","; }
  filter+="}"

  local body
  body=$(jq -n \
    --argjson filter "$filter" \
    --argjson page "$page" \
    --argjson page_size "$page_size" \
    '{Filter: $filter, PageNumber: $page, PageSize: $page_size}')

  local response
  response=$(bms_curl POST "/v2/servicedesk/tickets/search" -d "$body")

  if [[ "$format" == "json" ]]; then
    echo "$response" | jq .
  else
    local total
    total=$(echo "$response" | jq -r '.TotalCount // .Total // "?"')
    echo "Tickets (page ${page}, ${page_size} per page, total: ${total}):" >&2
    echo "$response" | format_ticket_list
  fi
}

cmd_get() {
  local ticket_id="${1:-}"
  local format="${2:-table}"
  [[ -n "$ticket_id" ]] || die "Usage: bms tickets get <ticketId>"

  local response
  response=$(bms_curl GET "/v2/servicedesk/tickets/${ticket_id}")

  if [[ "$format" == "json" ]] || [[ "${2:-}" == "--json" ]]; then
    echo "$response" | jq .
  else
    echo "$response" | format_ticket_detail
  fi
}

# Prompt for a value if empty; first arg is field label, second is current value (by nameref)
# Usage: prompt_if_empty "Label" varname
prompt_if_empty() {
  local label="$1"
  local -n _ref="$2"
  if [[ -z "${_ref:-}" ]]; then
    read -r -p "${label}: " _ref
  fi
}

cmd_create() {
  local title="" details="" account_id="" location_id="" contact_id=""
  local status_id="" priority_id="" type_id="" source_id=""
  local assignee_id="" queue_id="" due_date="" open_date=""
  local template_id=""
  local interactive=false
  local response="" ticket_id="" ticket_number="" success=""

  while [[ $# -gt 0 ]]; do
    case "$1" in
      --template-id) template_id="$2"; shift 2 ;;
      --title)       title="$2";       shift 2 ;;
      --details|--description) details="$2"; shift 2 ;;
      --account-id)  account_id="$2";  shift 2 ;;
      --location-id) location_id="$2"; shift 2 ;;
      --contact-id)  contact_id="$2";  shift 2 ;;
      --status-id)   status_id="$2";   shift 2 ;;
      --priority-id) priority_id="$2"; shift 2 ;;
      --type-id)     type_id="$2";     shift 2 ;;
      --source-id)   source_id="$2";   shift 2 ;;
      --assignee-id) assignee_id="$2"; shift 2 ;;
      --queue-id)    queue_id="$2";    shift 2 ;;
      --due-date)    due_date="$2";    shift 2 ;;
      --interactive) interactive=true; shift ;;
      *) die "Unknown option: $1" ;;
    esac
  done

  # ── Template pre-fill ────────────────────────────────────────────────────
  if [[ -n "$template_id" ]]; then
    echo "Fetching template ${template_id}..." >&2
    local tmpl
    tmpl=$(bms_curl GET "/v2/servicedesk/templates/tickets/${template_id}" | jq '.Data // .')

    # Fill only fields not already set by CLI flags
    [[ -z "$title" ]]       && title=$(echo       "$tmpl" | jq -r '.Title        // empty')
    [[ -z "$details" ]]     && details=$(echo     "$tmpl" | jq -r '.Details      // empty')
    [[ -z "$status_id" ]]   && status_id=$(echo   "$tmpl" | jq -r '.StatusId     // empty')
    [[ -z "$priority_id" ]] && priority_id=$(echo "$tmpl" | jq -r '.PriorityId   // empty')
    [[ -z "$type_id" ]]     && type_id=$(echo     "$tmpl" | jq -r '(.TypeId // .IssueTypeId) // empty')
    [[ -z "$source_id" ]]   && source_id=$(echo   "$tmpl" | jq -r '.SourceId     // empty')
    [[ -z "$queue_id" ]]    && queue_id=$(echo    "$tmpl" | jq -r '.QueueId      // empty')
    [[ -z "$assignee_id" ]] && assignee_id=$(echo "$tmpl" | jq -r '.AssigneeId   // empty')
    [[ -z "$account_id" ]]  && account_id=$(echo  "$tmpl" | jq -r '.AccountId    // empty')
    [[ -z "$location_id" ]] && location_id=$(echo "$tmpl" | jq -r '.LocationId   // empty')
    [[ -z "$contact_id" ]]  && contact_id=$(echo  "$tmpl" | jq -r '.ContactId    // empty')
  fi

  # ── Interactive prompts ───────────────────────────────────────────────────
  if $interactive; then
    prompt_if_empty "Title"       title
    prompt_if_empty "Details"     details
    prompt_if_empty "Account ID"  account_id
    prompt_if_empty "Location ID" location_id
    prompt_if_empty "Status ID"   status_id
    prompt_if_empty "Priority ID" priority_id
    prompt_if_empty "Type ID"     type_id
    prompt_if_empty "Source ID"   source_id
    prompt_if_empty "Queue ID (optional if Assignee ID provided)" queue_id
    if [[ -z "$queue_id" ]]; then
      prompt_if_empty "Assignee ID (optional if Queue ID provided)" assignee_id
    fi
  elif [[ -n "$template_id" ]]; then
    # When using a template, prompt only for fields still missing that are required
    [[ -n "$title" ]]       || { read -r -p "Title: " title; }
    [[ -n "$details" ]]     || { read -r -p "Details: " details; }
    [[ -n "$account_id" ]]  || { read -r -p "Account ID: " account_id; }
    [[ -n "$location_id" ]] || { read -r -p "Location ID: " location_id; }
    [[ -n "$status_id" ]]   || { read -r -p "Status ID: " status_id; }
    [[ -n "$priority_id" ]] || { read -r -p "Priority ID: " priority_id; }
    [[ -n "$type_id" ]]     || { read -r -p "Type ID: " type_id; }
    [[ -n "$source_id" ]]   || { read -r -p "Source ID: " source_id; }
    if [[ -z "$queue_id" && -z "$assignee_id" ]]; then
      read -r -p "Queue ID (or leave blank to provide Assignee ID): " queue_id
      if [[ -z "$queue_id" ]]; then
        read -r -p "Assignee ID: " assignee_id
      fi
    fi
  fi

  [[ -n "$title" ]]       || die "Missing required field: --title"
  [[ -n "$details" ]]     || die "Missing required field: --details"
  [[ -n "$account_id" ]]  || die "Missing required field: --account-id"
  [[ -n "$location_id" ]] || die "Missing required field: --location-id"
  [[ -n "$status_id" ]]   || die "Missing required field: --status-id"
  [[ -n "$priority_id" ]] || die "Missing required field: --priority-id"
  [[ -n "$type_id" ]]     || die "Missing required field: --type-id"
  [[ -n "$source_id" ]]   || die "Missing required field: --source-id"
  [[ -n "$queue_id" || -n "$assignee_id" ]] || die "Missing required routing: provide either --queue-id or --assignee-id"

  open_date="${open_date:-$(date -u +%Y-%m-%dT%H:%M:%S)}"

  local body
  body=$(jq -n \
    --arg title "$title" \
    --arg details "$details" \
    --argjson account_id "$account_id" \
    --argjson location_id "$location_id" \
    --argjson status_id "$status_id" \
    --argjson priority_id "$priority_id" \
    --argjson type_id "$type_id" \
    --argjson source_id "$source_id" \
    --arg open_date "$open_date" \
    '{
      Title: $title,
      Details: $details,
      AccountId: $account_id,
      LocationId: $location_id,
      StatusId: $status_id,
      PriorityId: $priority_id,
      TypeId: $type_id,
      SourceId: $source_id,
      OpenDate: $open_date
    }')

  # Optionally add non-required fields
  [[ -n "$contact_id" ]]  && body=$(echo "$body" | jq --argjson v "$contact_id"  '. + {ContactId: $v}')
  [[ -n "$assignee_id" ]] && body=$(echo "$body" | jq --argjson v "$assignee_id" '. + {AssigneeId: $v}')
  [[ -n "$queue_id" ]]    && body=$(echo "$body" | jq --argjson v "$queue_id"    '. + {QueueId: $v}')
  [[ -n "$due_date" ]]    && body=$(echo "$body" | jq --arg v "$due_date"        '. + {DueDate: $v}')

  # Single create call only. No retries here.
  response=$(bms_curl POST "/v2/servicedesk/tickets" -d "$body")

  success=$(echo "$response" | jq -r '.success // .Success // empty')
  ticket_id=$(echo "$response" | jq -r '.Data.Id // .Id // empty')
  ticket_number=$(echo "$response" | jq -r '.Data.TicketNumber // .TicketNumber // empty')

  if [[ "$success" != "true" ]] || [[ -z "$ticket_id" ]] || [[ "$ticket_id" == "null" ]]; then
    echo "Create ticket failed or returned ambiguous response:" >&2
    echo "$response" | jq . >&2
    exit 1
  fi

  echo "Created ticket ID: ${ticket_id} — ${ticket_number:-N/A}"
}

cmd_update() {
  local ticket_id="${1:-}"
  [[ -n "$ticket_id" ]] || die "Usage: bms tickets update <ticketId> [options]"
  shift

  # Fetch current ticket first so we can do a full PUT with changes merged
  local current
  current=$(bms_curl GET "/v2/servicedesk/tickets/${ticket_id}" | jq '.Data // .')

  local patch="{}"
  while [[ $# -gt 0 ]]; do
    case "$1" in
      --title)       patch=$(echo "$patch" | jq --arg v "$2"     '. + {Title: $v}');      shift 2 ;;
      --details)     patch=$(echo "$patch" | jq --arg v "$2"     '. + {Details: $v}');    shift 2 ;;
      --status-id)   patch=$(echo "$patch" | jq --argjson v "$2" '. + {StatusId: $v}');   shift 2 ;;
      --priority-id) patch=$(echo "$patch" | jq --argjson v "$2" '. + {PriorityId: $v}'); shift 2 ;;
      --assignee-id) patch=$(echo "$patch" | jq --argjson v "$2" '. + {AssigneeId: $v}'); shift 2 ;;
      --queue-id)    patch=$(echo "$patch" | jq --argjson v "$2" '. + {QueueId: $v}');    shift 2 ;;
      --due-date)    patch=$(echo "$patch" | jq --arg v "$2"     '. + {DueDate: $v}');    shift 2 ;;
      *) die "Unknown option: $1" ;;
    esac
  done

  # Merge patch onto current (keep required fields from current ticket)
  local body
  body=$(echo "$current" | jq \
    --argjson patch "$patch" \
    '{
      Title: .Title,
      Details: .Details,
      AccountId: .AccountId,
      LocationId: .LocationId,
      StatusId: .StatusId,
      PriorityId: .PriorityId,
      TypeId: .TypeId,
      SourceId: .SourceId,
      OpenDate: .OpenDate,
      AssigneeId: .AssigneeId,
      QueueId: .QueueId,
      ContactId: .ContactId
    } * $patch')

  local response
  response=$(bms_curl PUT "/v2/servicedesk/tickets/${ticket_id}" -d "$body")
  echo "$response" | jq -r '"Updated ticket \(.Data.Id // .Id // "'"$ticket_id"'")"'
}

cmd_note() {
  local ticket_id="${1:-}"
  [[ -n "$ticket_id" ]] || die "Usage: bms tickets note <ticketId> --message <text> [options]"
  shift

  local message="" is_internal=false type_id=1 status_id="" note_date=""

  while [[ $# -gt 0 ]]; do
    case "$1" in
      --message|-m) message="$2";    shift 2 ;;
      --internal)   is_internal=true; shift ;;
      --type-id)    type_id="$2";    shift 2 ;;
      --status-id)  status_id="$2";  shift 2 ;;
      *) die "Unknown option: $1" ;;
    esac
  done

  [[ -n "$message" ]] || die "--message is required"
  note_date=$(date -u +%Y-%m-%dT%H:%M:%S)

  local body
  body=$(jq -n \
    --arg details "$message" \
    --argjson is_internal "$is_internal" \
    --argjson type_id "$type_id" \
    --arg note_date "$note_date" \
    '{
      Details: $details,
      IsInternal: $is_internal,
      TypeId: $type_id,
      NoteDate: $note_date
    }')

  [[ -n "$status_id" ]] && body=$(echo "$body" | jq --argjson v "$status_id" '. + {StatusId: $v}')

  local response
  response=$(bms_curl POST "/v2/servicedesk/tickets/${ticket_id}/notes" -d "$body")
  echo "$response" | jq -r '"Note added (ID: \(.Data.Id // .Id // "ok"))"'
}

cmd_assign() {
  local ticket_id="${1:-}"
  [[ -n "$ticket_id" ]] || die "Usage: bms tickets assign <ticketId> [options]"
  shift

  local assignee_id="" queue_id="" note="" is_internal=false type_id=1 status_id=""

  while [[ $# -gt 0 ]]; do
    case "$1" in
      --assignee-id) assignee_id="$2"; shift 2 ;;
      --queue-id)    queue_id="$2";    shift 2 ;;
      --note|-n)     note="$2";        shift 2 ;;
      --internal)    is_internal=true; shift ;;
      --type-id)     type_id="$2";     shift 2 ;;
      --status-id)   status_id="$2";   shift 2 ;;
      *) die "Unknown option: $1" ;;
    esac
  done

  [[ -n "$note" ]] || note="Ticket reassigned."
  local note_date
  note_date=$(date -u +%Y-%m-%dT%H:%M:%S)

  local body
  body=$(jq -n \
    --arg details "$note" \
    --argjson is_internal "$is_internal" \
    --argjson type_id "$type_id" \
    --arg note_date "$note_date" \
    '{
      Details: $details,
      IsInternal: $is_internal,
      TypeId: $type_id,
      NoteDate: $note_date
    }')

  [[ -n "$status_id" ]]   && body=$(echo "$body" | jq --argjson v "$status_id"   '. + {StatusId: $v}')
  [[ -n "$assignee_id" ]] && body=$(echo "$body" | jq --argjson v "$assignee_id" '. + {AssigneeId: $v}')
  [[ -n "$queue_id" ]]    && body=$(echo "$body" | jq --argjson v "$queue_id"    '. + {QueueId: $v}')

  local response
  response=$(bms_curl POST "/v2/servicedesk/tickets/${ticket_id}/assignticket" -d "$body")
  echo "$response" | jq -r '"Ticket \("'"$ticket_id"'") assigned."'
}

cmd_resolve() {
  local ticket_id="${1:-}"
  [[ -n "$ticket_id" ]] || die "Usage: bms tickets resolve <ticketId> --comment <text> [options]"
  shift

  local comment="" status_id="" publish_kb=false is_internal=false

  while [[ $# -gt 0 ]]; do
    case "$1" in
      --comment|-c) comment="$2";    shift 2 ;;
      --status-id)  status_id="$2";  shift 2 ;;
      --publish-kb) publish_kb=true; shift ;;
      --internal)   is_internal=true; shift ;;
      *) die "Unknown option: $1" ;;
    esac
  done

  [[ -n "$comment" ]] || die "--comment is required"

  local body
  body=$(jq -n \
    --arg comment "$comment" \
    --argjson publish_kb "$publish_kb" \
    --argjson is_internal "$is_internal" \
    '{Comment: $comment, IsPublishToKnowledgeBase: $publish_kb, IsInternal: $is_internal}')

  [[ -n "$status_id" ]] && body=$(echo "$body" | jq --argjson v "$status_id" '. + {StatusId: $v}')

  local response
  response=$(bms_curl POST "/v2/servicedesk/tickets/${ticket_id}/resolve" -d "$body")
  echo "$response" | jq -r '"Ticket \("'"$ticket_id"'") resolved."'
}

cmd_delete() {
  local ids=("$@")
  [[ ${#ids[@]} -gt 0 ]] || die "Usage: bms tickets delete <id> [id2 ...]"

  if [[ ${#ids[@]} -eq 1 ]]; then
    bms_curl DELETE "/v2/servicedesk/tickets/${ids[0]}" >/dev/null
    echo "Deleted ticket ${ids[0]}"
  else
    local body
    body=$(printf '%s\n' "${ids[@]}" | jq -Rs 'split("\n") | map(select(. != "")) | map(tonumber) | {Ids: .}')
    bms_curl DELETE "/v2/servicedesk/tickets" -d "$body" >/dev/null
    echo "Deleted tickets: ${ids[*]}"
  fi
}

# ─── Dispatch ────────────────────────────────────────────────────────────────

subcmd="${1:-list}"
[[ $# -gt 0 ]] && shift

case "$subcmd" in
  list)    cmd_list "$@" ;;
  get)     cmd_get "$@" ;;
  create)  cmd_create "$@" ;;
  update)  cmd_update "$@" ;;
  note)    cmd_note "$@" ;;
  assign)  cmd_assign "$@" ;;
  resolve) cmd_resolve "$@" ;;
  delete)  cmd_delete "$@" ;;
  *)
    echo "Usage: bms tickets <list|get|create|update|note|assign|resolve|delete>" >&2
    exit 1
    ;;
esac