#!/usr/bin/python
"""
django-helpdesk - A Django powered ticket tracker for small enterprise.

(c) Copyright 2008 Jutda. All Rights Reserved. See LICENSE for details.

scripts/escalate_tickets.py - Easy way to escalate tickets based on their age,
                              designed to be run from Cron or similar.
"""

from datetime import date, timedelta
from django.core.management.base import BaseCommand
from django.db.models import Q
from django.utils import timezone
from django.utils.translation import gettext as _
from helpdesk.lib import safe_template_context
from helpdesk.models import EscalationExclusion, Queue, Ticket


class Command(BaseCommand):
    def add_arguments(self, parser):
        parser.add_argument(
            "-q",
            "--queues",
            nargs="*",
            choices=list(Queue.objects.values_list("slug", flat=True)),
            help="Queues to include (default: all). Enter the queues slug as space separated list.",
        )
        parser.add_argument(
            "-x",
            "--escalate-verbosely",
            action="store_true",
            default=False,
            help="Display escalated tickets",
        )
        parser.add_argument(
            "-n",
            "--notify-only",
            action="store_true",
            default=False,
            help="Send email reminder but dont escalate tickets",
        )

    def handle(self, *args, **options):
        verbose = options["escalate_verbosely"]
        notify_only = options["notify_only"]

        queue_slugs = options["queues"]
        # Only include queues with escalation configured
        queues = Queue.objects.filter(escalate_days__isnull=False).exclude(
            escalate_days=0
        )
        if queue_slugs is not None:
            queues = queues.filter(slug__in=queue_slugs)

        if verbose:
            self.stdout.write(f"Processing: {queues}")

        for queue in queues:
            last = date.today() - timedelta(days=queue.escalate_days)
            today = date.today()
            workdate = last

            days = 0

            while workdate < today:
                if not EscalationExclusion.objects.filter(date=workdate).exists():
                    days += 1
                workdate = workdate + timedelta(days=1)

            req_last_escl_date = timezone.now() - timedelta(days=days)

            for ticket in (
                queue.ticket_set.filter(status__in=Ticket.OPEN_STATUSES)
                .exclude(priority=1)
                .filter(Q(on_hold__isnull=True) | Q(on_hold=False))
                .filter(
                    Q(last_escalation__lte=req_last_escl_date)
                    | Q(last_escalation__isnull=True, created__lte=req_last_escl_date)
                )
            ):
                ticket.last_escalation = timezone.now()
                ticket.priority -= 1
                ticket.save()

                context = safe_template_context(ticket)

                ticket.send(
                    {
                        "submitter": ("escalated_submitter", context),
                        "ticket_cc": ("escalated_cc", context),
                        "assigned_to": ("escalated_owner", context),
                    },
                    fail_silently=True,
                )

                if verbose:
                    self.stdout.write(
                        f"  - Esclating {ticket.ticket} from {ticket.priority + 1}>{ticket.priority}"
                    )

                if not notify_only:
                    followup = ticket.followup_set.create(
                        title=_("Ticket Escalated"),
                        public=True,
                        comment=_("Ticket escalated after %(nb)s days")
                        % {"nb": queue.escalate_days},
                    )

                    followup.ticketchange_set.create(
                        field=_("Priority"),
                        old_value=ticket.priority + 1,
                        new_value=ticket.priority,
                    )