<?php

namespace App\Controllers;

use App\Controllers\BaseController;
use App\Helpers\MailHelper;
use CodeIgniter\HTTP\ResponseInterface;
use CodeIgniter\API\ResponseTrait;


use App\Models\ThzMasterModel;
use App\Models\ThzMasterNotesModel;
use App\Models\ThzTypeModel;
use App\Models\ThzHistoryModel;
use App\ControllerCleaners\ThzControllerCleaner;
use App\Models\UserModel;
use App\Models\ClientPolicyModel;
use App\Models\ClientModel;
use App\Models\TicketMailTemplateModel;
use App\Models\ClientRMModel;


class ThzController extends BaseController
{
    use ResponseTrait;

    protected $thzMasterModel;
    protected $thzMasterNotesModel;
    protected $thzTypeModel;
    protected $thzHistoryModel;
    protected $thzControllerCleaner;

    protected $userModel;
    protected $clientPolicyModel;
    protected $clientModel;

    protected $ticketMailTemplateModel;

    protected $cientRmModel;
    protected $myLogger;

    public function __construct()
    {
        set_session_context('THZ-CONTROLLER');
        $this->thzMasterModel           = new ThzMasterModel();
        $this->thzMasterNotesModel      = new ThzMasterNotesModel();
        $this->thzTypeModel             = new thzTypeModel();
        $this->thzHistoryModel          = new ThzHistoryModel();
        $this->thzControllerCleaner     = new ThzControllerCleaner();
        $this->userModel                = new UserModel();
        $this->clientPolicyModel        = new ClientPolicyModel();
        $this->clientModel              = new ClientModel();
        $this->cientRmModel             = new ClientRMModel();
        $this->ticketMailTemplateModel  = new TicketMailTemplateModel();
        $this->myLogger                 = \Config\Services::mylogger();
    }

    public function index()
    {
        //
    }

    public function ticketSave()
    {
        try {
            $rules = [
                    'client_id' => [
                        'rules'  => 'permit_empty|integer',
                        'errors' => [
                            'integer' => 'Invalid client selected'
                        ]
                    ],

                    'mobile' => [
                        'rules'  => 'required|regex_match[/^[0-9]{10}$/]',
                        'errors' => [
                            'required'     => 'Mobile number is required',
                            'regex_match'  => 'Mobile number must be exactly 10 digits'
                        ]
                    ],

                    'name' => [
                        'rules'  => 'required|min_length[3]|max_length[100]|alpha_space',
                        'errors' => [
                            'required'   => 'Name is required',
                            'min_length' => 'Name must be at least 3 characters',
                            'alpha_space'=> 'Name can contain only letters and spaces'
                        ]
                    ],

                    'email' => [
                        'rules'  => 'required|valid_email|max_length[150]',
                        'errors' => [
                            'required'    => 'Email is required',
                            'valid_email' => 'Please enter a valid email address'
                        ]
                    ],

                    'empcode' => [
                        'rules'  => 'permit_empty|max_length[50]',
                        'errors' => [
                            'max_length' => 'Employee code is too long'
                        ]
                    ],

                    'ticket_type' => [
                        'rules'  => 'required|in_list[Sales,Service]',
                        'errors' => [
                            'required' => 'Ticket Type is required',
                            'in_list'  => 'Invalid Ticket Type selected'
                        ]
                    ],

                    'assign_to' => [
                        'rules'  => 'permit_empty|integer',
                        'errors' => [
                            'integer' => 'Invalid assignee selected'
                        ]
                    ],

                    'subject' => [
                        'rules'  => 'required|min_length[5]|max_length[150]',
                        'errors' => [
                            'required'   => 'Subject is required',
                            'min_length' => 'Subject must be at least 5 characters',
                            'max_length' => 'Subject cannot exceed 150 characters'
                        ]
                    ],

                    'message' => [
                        'rules'  => 'required|min_length[10]|max_length[1500]',
                        'errors' => [
                            'required'   => 'Message is required',
                            'min_length' => 'Message must be at least 10 characters',
                            'max_length' => 'Message cannot exceed 1500 characters'
                        ]
                    ],
                    'status' => [
                        'rules'  => 'permit_empty|in_list[Open,In Progress,Resolved,Closed]',
                        'errors' => [
                            'in_list' => 'Invalid ticket status'
                        ]
                    ],
            ];

            if (!$this->validate($rules)) {
                return $this->response->setStatusCode(400)->setJSON([
                    'status' => false,
                    'message' => 'Input validation failed',
                    'code' => 400,
                    'errors' => $this->validator->getErrors()
                ]);
            }

            $request_post_data = $this->request->getPost();
            $data = sanitizeInputArrayAdvanced($request_post_data);
                
            $references   = "";
            if (!empty($data['thz_id'])) {

                $text   = "update";
                // here insert history Status. 
                $old = $this->thzMasterModel->where('thz_id', $data['thz_id'])->get()->getRowArray();
                $result = $this->updateTicket($data);

                $references = ($old && isset($data['status'])) ? $this->handleTicketHistory($old, $data) : "No Details" ;

                $updateID = $data['thz_id'];
            } else {

                $text   = "create";
                if(!isset($data['assign_to'])){
                    $data['assign_to'] = $this->getAcmIdUsingClientId($data['client_id'] ?? null);
                }
                $insertID = $this->insertTicket($data);
                $result = true;
                $references   = "";
            }

            $id = isset($insertID) && !empty($insertID) ? $insertID : $updateID;

            $emailNotificationResult = $this->ticketSaveNotification($data, $insertOrUpdate = $text, $id);

            $this->myLogger->logme('error', 'emailNotificationResult: ' . json_encode($emailNotificationResult));

            return $this->response->setJSON([
                'status' => $result ? 'success' : 'error',
                'message' => $result ? "Ticket {$text}d successfully " : "Unable to {$text} ticket. Please try again.",
                'notification' => $emailNotificationResult ? 'Email Notification Success..!!' : 'Email Notification Failed..!!',
                'ref' => $references
            ])->setStatusCode($result ? 200 : 400);


        } catch (\Throwable $e) {
            return handle_exception($e, $this->myLogger, $this->response);
        }
    }

    public function ticketList()
    {

        // try {
            $returnType = strtolower($this->request->getGet('return_type') ?? 'api');


            $data = $this->request->getGet();

            if ($returnType === 'web' && in_array(get_role_id(), [4])) {
                $data['assign_to'] = $data['assign_to'] ?? get_session_userid();
            }

            if ($returnType === 'web' && in_array(get_role_id(), [3])) {
                $data['clientIds'] = $this->clientModel->getClientIdBasedonLoggedInSessionID();
            }

            $tickets = $this->fetchTicketsBasedOnrole($data);


            if ($returnType === 'api') {
                if (empty($tickets)) {
                    $this->myLogger->logme('error', 'empty tickets in ticket list: ' . json_encode($tickets));
                    return $this->response->setJSON([ 'status'  => 'error','message' => 'No tickets found'])->setStatusCode(404);
                }
            } else {
                $data['ticket_data'] = $tickets;
                $data['assignee'] = $this->userModel->where('is_active', 1)->whereIn('role', ['3', '4'])->findAll();
                // enga 5-"head" and 1-"admin" assign pannvaga so dropdown la varakudhathu  , 2-"manager l2 " - ivangalum  assign pannalam. 3,4 remain person varannum dropdown la. 
                // Roles - 5 (Head) , 1 (Admin) and 2 (Manager) are already assigned to others, so the dropdown should not be shown.
                //         3 (Account Manager) and 4 (Staff)    should be selectable, so have to show in dropdown .
                $data['client_list'] = $this->clientModel->getCreatedByUserName();
                $data['ticket_type'] = $this->thzTypeModel->where('is_active', 1)->findAll();
                $data['tab_name'] = "Tickets";
                $data['page_name'] = "Tickets";
                return $this->loadLayout('thz_list', $data);
            }


            return $this->response->setJSON([
                'status' => 'success',
                'data'   => $tickets,
            ])->setStatusCode(200);
        // } catch (\Throwable $e) {
        //     return handle_exception($e, $this->myLogger, $this->response);
        // }
    }

    public function ticketConversationSave()
    {

        try {
            
            $rules = [
                'notes' => [
                    'rules'  => 'required|string|min_length[1]|max_length[1500]',
                    'errors' => [
                        'required'   => 'Notes is required',
                        'string'     => 'Notes must be valid text',
                        'min_length' => 'Notes cannot be empty',
                        'max_length' => 'Notes cannot exceed 1500 characters'
                    ]
                ],
            ];

            if (!$this->validate($rules)) {
                return $this->response->setStatusCode(400)->setJSON([
                    'status' => false,
                    'message' => 'Input validation failed',
                    'code' => 400,
                    'errors' => $this->validator->getErrors()
                ]);
            }

            $request_post_data = $this->request->getPost();
            $data = sanitizeInputArrayAdvanced($request_post_data);

            $data['notes_type'] = $data['notes_type'] ?? 'External';

            $result = $this->thzMasterNotesModel->insert($data);

            if (empty($result)) {
                $this->myLogger->logme('error', 'Ticket conversation insert failed..!!: ' . json_encode($result));
                throw new \RuntimeException('No tickets found', 404);
            }

            $emailNotificationResult = ($data['notes_type'] === "External") 
                ? $this->ticketConversationSaveNotification($data) 
                : false;

            return $this->response->setJSON([
                'status' => $result ? 'success' : 'error',
                'message' => $result ? "Ticket Notes created successfully" : "Unable to create ticket notes. Please try again.",
                'notification' => $emailNotificationResult ? 'Email Notification Success..!!' : 'Email Notification Failed Or No Need..!!'
            ])->setStatusCode($result ? 200 : 400);


        } catch (\Throwable $e) {
            return handle_exception($e, $this->myLogger, $this->response);
        }
    }

    public function ticketAutoFetchDetails()
    {
        try {
            $data = $this->request->getPost();

            $client_id = $data['client_id'] ?? null;
            $mobile    = $data['mobile'] ?? null;

            if ($client_id && $mobile) {
                $details = $this->thzMasterModel->ticketAutoFetchDetails($client_id, $mobile);

                if (empty($details)) {
                    $this->myLogger->logme('error', 'empty AutoFetchDetails for client_id : ' . json_encode($client_id));
                    throw new \RuntimeException('No Data found', 400);
                }

                $policyIds    = array_filter(array_column($details, 'policy_id'));
                $clientPolicy = !empty($policyIds)
                    ? $this->clientPolicyModel->whereIn('id', $policyIds)->where('is_active', 1)->get()->getResultArray()
                    : [];

                $result['client_details'] = $details;
                $result['policy_details'] = $clientPolicy ?? [];
            } else {
                throw new \RuntimeException('Client and Mobile Not found', 400);
            }

            return $this->response->setJSON(['status' => 'success', 'data' => $result])->setStatusCode(200);
        } catch (\Throwable $e) {
            return handle_exception($e, $this->myLogger, $this->response);
        }
    }

    public function ticketConversationList()
    {
        $data       = $this->request->getGet();

        $returnType = strtolower($this->request->getGet('return_type') ?? 'api');

        $thz_id     = $data['thz_id'] ?? null;

        $ticketType = $data['notes_type'] ?? 'External';

        if ($thz_id) {
            $result['master'] = $this->thzMasterModel
                ->select('thz_master.*, user_profiles.first_name  as assignee_name')
                ->join('user_profiles', 'user_profiles.id = thz_master.assign_to', 'left')
                ->where('thz_master.thz_id', $thz_id)
                ->findAll();

                $clientId = $result['master'][0]['client_id'];
                
                $accManagerId = $this->getAcmIdUsingClientId($clientId ?? null);
               
                $accManager = $this->userModel->find((int)$accManagerId);

            if (!empty($result['master'])) {
                $notes = $this->thzMasterNotesModel->ticketConversationList($thz_id, $returnType);
                $accManagerName = $accManager['first_name'] ?? '';

                foreach ($notes as &$note) {

                    if (empty($note['name'])) {
                        $note['name'] = $accManagerName;
                    }
                }

                unset($note);
                $result['notes'] = !empty($notes) ? $notes : [];
            } else {
                $this->myLogger->logme('error', 'No tickets found for ticket id ' . json_encode($thz_id));
                throw new \RuntimeException('No tickets found', 400);
            }
        } else {
            // return $this->response->setJSON((['status' => 'error', 'message' => 'No tickets found']))->setStatusCode(404);
            throw new \RuntimeException('No tickets found', 404);
        }

        if ($returnType === 'api') {
            try {
                return $this->response->setJSON((['status' => 'success', 'data' => $result]))->setStatusCode(200);
            } catch (\Throwable $e) {
                return handle_exception($e, $this->myLogger, $this->response);
            }
        } else {

            $assign_to = $result['master'][0]['assign_to'];
            $mobile    = $result['master'][0]['mobile'];

            $toGetPolicyId =  (!empty($result['master'][0]['policy_id']) && strtolower($result['master'][0]['policy_id']) !== 'null')
                ? $result['master'][0]['policy_id']
                : '';

            $result['related_tickets'] = $this->thzMasterModel
                ->select('thz_master.*, user_profiles.first_name  as assignee_name')
                ->join('user_profiles', 'user_profiles.id = thz_master.assign_to', 'left')
                ->where('thz_master.assign_to', $assign_to)
                ->where('thz_master.mobile', $mobile)
                ->where('thz_master.thz_id !=', $thz_id)
                ->where('thz_master.status !=', 'Closed')
                ->where('thz_master.status !=', 'Resolved')
                ->findAll();

            $result['assignee'] = $this->userModel->where('is_active', 1)->whereIn('role', ['2', '3', '4'])->findAll(); // enga 5-"head" and 1-"admin" assign pannvaga so dropdown la varakudhathu 
            // 2,3,4 remain person varannum. 
            $result['policy_terms'] = $toGetPolicyId ? $this->getPolicyTerms($toGetPolicyId) : '';

            $result['ticket_type']  = $this->thzTypeModel->where('is_active', 1)->findAll();
            $result['tab_name'] = "Tickets";
            $result['page_name'] = "Ticket Details";

            return $this->loadLayout('thz_notes', $result);
        }
    }

    public function ticketType()
    {
        $method = $this->request->getMethod(); // get, post
        try {
            if ($method === 'get') {
                $types = $this->thzTypeModel->select('id,name,is_active')->where('is_active', 1)->findAll();
                if (empty($types)) {
                    $this->myLogger->logme('error', 'No ticket types found ');
                    return $this->response->setJSON(['status'  => 'error', 'message' => 'No ticket types found'])->setStatusCode(404);
                }
                return $this->response->setJSON(['status' => 'success', 'data'   => $types])->setStatusCode(200);
            }

            if ($method === 'post') {

                $data = $this->request->getPost();
                if (!empty($data['id'])) {
                    $text   = "update";
                    $result = $this->thzTypeModel->update($data['id'], $data);
                    $updateID = $data['id'];
                } else {
                    $text   = "create";
                    $insertID  = $this->thzTypeModel->insert($data);
                    $result = true;
                }

                $id = isset($insertID) && !empty($insertID) ? $insertID : ($updateID ?? null);

                return $this->response->setJSON([
                    'status'  => $id ? 'success' : 'error',
                    'message' => $id ? "Ticket Type {$text}d successfully" : "Unable to {$text} ticket type. Please try again.",
                    'id'      => $id
                ])->setStatusCode($id ? 200 : 400);
            }
            return $this->response->setJSON(['status'  => 'error', 'message' => 'Invalid request method'])->setStatusCode(405);
        } catch (\Throwable $e) {
            return handle_exception($e, $this->myLogger, $this->response);
        }
    }

    public function ticketHistoryList()
    {
        try {
            $data = $this->request->getGet();
            $thz_id = $data['thz_id'];
            // $details = $this->thzHistoryModal->whereIn('thz_id', $thz_id)->where('is_active', 1)->get()->getResultArray();
            $details = $this->thzHistoryModel->select('thz_history.*, user_profiles.first_name  as created_name')
                ->join('user_profiles', 'user_profiles.id = thz_history.created_by', 'left')
                ->where('thz_history.thz_id', $thz_id)->where('thz_history.is_active', 1)
                ->orderBy('thz_history.created_at', 'desc')
                ->get()->getResultArray();


            if (empty($details)) {
                $this->myLogger->logme('error', 'No history details found for ticket id  ' . json_encode($thz_id));
                throw new \RuntimeException('No History found', 404);
            }


            return $this->response->setJSON(['status' => 'success', 'data'   => $details])->setStatusCode(200);
        } catch (\Throwable $e) {
            return handle_exception($e, $this->myLogger, $this->response);
        }
    }


    /**************************************************   PRIVATE FUNCTIONS  ********************************************************/


    private function fetchTicketsBasedOnrole(array $data): array
    {
        // $id        = $data['thz_id']    ?? null;
        $assign_to = $data['assign_to'] ?? null;
        $mobile    = $data['mobile']    ?? null;
        $clientIds    = $data['clientIds']    ?? null;

        if (!empty($assign_to)) {
            // Tickets assigned to a staff
            return $this->thzMasterModel
                ->select('thz_master.*, user_profiles.first_name as assignee_name')
                ->join('user_profiles', 'user_profiles.id = thz_master.assign_to', 'left')
                ->where('thz_master.assign_to', $assign_to)
                ->orderBy('thz_master.created_at', 'desc')
                ->findAll();
        }

        // if (!empty($id) && !empty($mobile)) {
        if (!empty($mobile)) {
            // Specific ticket by ID and mobile
            return $this->thzMasterModel
                ->select('thz_master.*, user_profiles.first_name as assignee_name')
                ->join('user_profiles', 'user_profiles.id = thz_master.assign_to', 'left')
                // ->where('thz_id', $id)
                ->where('thz_master.mobile', $mobile)
                ->orderBy('thz_master.created_at', 'desc')
                ->findAll();
        }


        if (!empty($clientIds)) {
            return $this->thzMasterModel
                ->select('thz_master.*, user_profiles.first_name as assignee_name')
                ->join('user_profiles', 'user_profiles.id = thz_master.assign_to', 'left')
                ->whereIn('thz_master.client_id', $clientIds)
                ->orderBy('thz_master.created_at', 'desc')
                ->findAll();
        }


        // All tickets (e.g., for managers)
        return $this->thzMasterModel
            ->select('thz_master.*, user_profiles.first_name as assignee_name')
            ->join('user_profiles', 'user_profiles.id = thz_master.assign_to', 'left')
            ->orderBy('thz_master.created_at', 'desc')
            ->findAll();
    }


    private function ticketSaveNotification($data, $insertOrUpdate, $id)
    {

        $user_email  = $data['email'] ?? null;

        $assignee_id = $data['assign_to'] ?? null;

        $assignee_email = $this->findAssigneeEmail($assignee_id);

        $client_id     = $data['client_id'] ?? null;

        $emailToNotified = [
            'user_email' => $user_email,
            'assignee_email' => $assignee_email
        ];

        $ticketId = $id;

        $result = $this->ticketSaveEmailNotificationBasedOnRole($emailToNotified, $insertOrUpdate, $ticketId, $data, $client_id);

        return $result;
    }

    private function ticketConversationSaveNotification($data)
    {

        $thz_id = $data['thz_id']; // thz is alias of ticket

        $data['subject'] = $this->findSubject($data['thz_id']);

        $assignee_id    = $this->findAssigneeId($data['thz_id']);

        $user_email     =  $this->findUserEmail($data['thz_id']);

        $assignee_email = $this->findAssigneeEmail($assignee_id) ?? '';

        $sender_mail     =  $data['notes_by'] == "User" ? $user_email        : $assignee_email;
        $receiver_mail   =  $data['notes_by'] == "User" ? $assignee_email    : $user_email;

        $templateName   = "ticket_conversation_save_notification";

        $to_email       = $receiver_mail;

        $ticketId       = $thz_id;

        //        $message        = $data['notes'] ?? '';

        $this->sendEmail($templateName, $data, $to_email, $ticketId);

        return true;
    }


    private function findAssigneeEmail($assignee_id)
    {

        $row = $this->userModel->where('id', $assignee_id)->get()->getRow();
        $assigneeEmail = $row ? $row->email : null;
        return $assigneeEmail ? $assigneeEmail : "";
    }

    private function findAssigneeId($ticketId)
    {
        $row = $this->thzMasterModel->where('thz_id', $ticketId)->get()->getRow();
        $assigneeId = $row ? $row->assign_to : null;
        return $assigneeId ? $assigneeId : 0;
    }

    private function findUserEmail($ticket_id)
    {
        $row = $this->thzMasterModel->where('thz_id', $ticket_id)->get()->getRow();
        $email = $row ? $row->email : null;
        return $email ? $email : " ";
    }

    private function findSubject($ticketId)
    {
        $row = $this->thzMasterModel->where('thz_id', $ticketId)->get()->getRow();
        $subject = $row ? $row->subject : null;
        return $subject ? $subject : " ";
    }

    private function ticketSaveEmailNotificationBasedOnRole($emailToNotified,  $insertOrUpdate, $ticketId, $data, $client_id)
    {

        $user_email     = $emailToNotified['user_email'] ?? null;
        $assignee_email = $emailToNotified['assignee_email'] ?? null;


        if (!empty($assignee_email)) {

            switch ($insertOrUpdate) {

                case 'update':

                    $this->sendEmail('ticket_save_update_assignee', $data, $assignee_email, $ticketId);

                    break;

                case 'create':

                    $this->sendEmail('ticket_save_create_assignee', $data, $assignee_email, $ticketId);

                    break;

                default:
                    # code...
                    break;
            }
        }

        if (!empty($user_email)) {

            switch ($insertOrUpdate) {

                case 'update':

                    $data['assigneeAndStatus'] = empty($assignee_email)
                        ? "Not Yet Assigned"
                        : "Assigned With {$assignee_email}";

                    $this->sendEmail('ticket_save_update_user', $data, $user_email, $ticketId);


                    break;

                case 'create':

                    $account_manager_email = $this->cientRmModel->findAccountManagerEmail($client_id);

                    $cc = getenv('G_ticketing_system_cc');

                    $this->myLogger->logme('error',  "env for cc G_ticketing_system_cc " . $cc);

                    $template = empty($assignee_email)
                        ? 'ticket_save_create_user_unassigned'
                        : 'ticket_save_create_user_assigned';

                    if (!empty($assignee_email)) {
                        $data['assignee_email'] = $assignee_email;
                    }

                    $this->sendEmail($template, $data, $user_email, $ticketId);

                    // send to account manager and if it is more than one email also no problem we send to all account managers
                    if (!empty($account_manager_email)) {
                        $this->myLogger->logme('error',  "mail sent for account manager " . json_encode($account_manager_email));
                        $this->sendEmail($template, $data, $account_manager_email, $ticketId, $cc);
                    } else {
                        $this->myLogger->logme('error',  "mail not  sent for account manager ");
                    }

                    break;

                default:
                    # code...
                    break;
            }
        }

        return true;
    }

    private function updateTicket($data)
    {

        $data['updated_by'] = get_session_userid();
        $ticket_id = $data['thz_id'];
        $result = $this->thzMasterModel->where('thz_id', $ticket_id)->set($data)->update();

        return $result;
    }

    private function insertTicket($data)
    {
        $data['created_by'] = get_session_userid();
        $this->thzMasterModel->insert($data);

        return $this->thzMasterModel->insertID(); // returns the inserted row's ID
    }


    private function sendEmail($templateName, $data, $to_email, $ticketId, $cc = "", $bcc = "")
    {

        $mailTemplate    =  $this->ticketMailTemplateModel->where('template_name', $templateName)->findAll()[0] ?? [];

        if (empty($mailTemplate)) {
            $this->myLogger->logme('error', 'No Mail Template Found To send email in ticketing system');
            return;
        }

        if (empty($cc)) {
            $this->myLogger->logme('error', 'empty cc attached for  template name : ' . json_encode($templateName));
        } else {
            $this->myLogger->logme('error',  "cc attached for  template name : " . json_encode($templateName));
        }

        $mailTemplate['subject'] = str_replace('%subject%', $data['subject'] ?? '', $mailTemplate['subject']);

        $mailTemplate['mail_content'] = str_replace('%subject%', $data['subject'] ?? '', $mailTemplate['mail_content']);

        $mailTemplate['mail_content'] = str_replace('%ticketId%', $ticketId ?? '', $mailTemplate['mail_content']);

        $mailTemplate['mail_content'] = str_replace('%message%', $data['notes'] ?? '', $mailTemplate['mail_content']);

        $mailTemplate['mail_content'] = str_replace('%assignee_email%', $data['assignee_email'] ?? '', $mailTemplate['mail_content']);

        $mailTemplate['mail_content'] = str_replace('%assigneeAndStatus%', $data['assigneeAndStatus'] ?? '', $mailTemplate['mail_content']);

        $from_mail      =  "";
        $to_mail        =  $to_email;
        $cc_string      =  $cc;
        $subject        =  $mailTemplate['subject'];
        $message        =  $mailTemplate['mail_content'];
        $attachments    =  "";
        $reply_to       =  "";
        $bcc_string     =  $bcc;

        $res = MailHelper::send_email(['from_mail' => $from_mail, 'mail' => $to_mail, 'cc' => $cc_string, 'subject' => $subject, 'message' => $message, 'attachments' => $attachments, 'reply_to' => $reply_to, 'bcc' => $bcc_string]);

        $this->myLogger->logme('error', 'Mail Response : ' . json_encode($res));
    }


    public function getPolicyTerms($client_policy_id)
    {
        $policy_data = $this->clientPolicyModel->where('is_active', 1)->where('id', $client_policy_id)->first();

        $policy_terms = [];
        if (isset($policy_data['policy_terms']) && !empty($policy_data['policy_terms'])) {

            $raw_terms = json_decode($policy_data['policy_terms'] ?? [], true) ?? [];

            $ticketController = new TicketController();
            $policy_terms = $ticketController->convertTermsToDisplay($raw_terms);
        }

        $data['policy_terms'] = $policy_terms;
        return view('view_policy_terms', $data);
    }


    private function handleTicketHistory(array $old, array $data): string
    {
        if ($old['status'] != $data['status']) {
            $history = [
                'thz_id'       => $data['thz_id'],
                'field_name'   => 'status',
                'display_name' => 'Status',
                'old_value'    => $old['status'],
                'new_value'    => $data['status'],
                'is_active'    => 1
            ];

            if (!empty(get_session_userid())) {
                $history['created_by'] = get_session_userid();
            }

            $hist_id = $this->thzHistoryModel->insert($history);

            return $old['status'] . " - " . $data['status'] . " - " . $hist_id;
        }

        return $old['status'] . " - " . $data['status'];
    }

    private function getAcmIdUsingClientId($client_id)
    {
        if(!empty($client_id)){

            $acm_data = $this->cientRmModel->where('is_active', 1)->where('level', 3)->where('client_id', $client_id)->orderBy('id', 'asc')->first();
            if($acm_data){
                return $acm_data['user_id'];
            }

            $this->myLogger->logme('error', 'Account Manager data not found');
            return null;

        }

        $this->myLogger->logme('error', 'client id is null');
        return null;
    }

    private function getRmsIdUsingClientId($client_id)
    {
        if(!empty($client_id)){

            $acm_data = $this->cientRmModel
                        ->select('client_rm.*, user_profiles.email')
                        ->join('user_profiles', 'client_rm.user_id = user_profiles.id')
                        ->where('client_rm.is_active', 1)
                        ->where('client_rm.client_id', $client_id)
                        ->orderBy('id', 'asc')
                        ->findAll();

            if($acm_data){
                return $acm_data;
            }

            $this->myLogger->logme('error', 'Account Manager data not found');
            return [];

        }

        $this->myLogger->logme('error', 'client id is null');
        return null;
    }

    public function getOpenTicketsOlderThan24HoursAndAssignNextLevel()
    {   

        $current_day = date('D'); // Sun, Mon, Tue...

        $nl = (php_sapi_name() === 'cli') ? PHP_EOL : '<br>';

        echo $current_day . $nl;

        if ($this->request) {
            echo "REQUEST" . $nl;
        } else {
            echo "CLI" . $nl;
        }

        if ($current_day === 'Sun') {

            if($this->request){
                return $this->respond(['message' => "Today is Sunday. Ticket reminder mail skipped"], 200);
            }else{
                $this->myLogger->logme('error', 'Today is Sunday. Ticket reminder mail skipped');
                echo 'Today is Sunday. Ticket reminder mail skipped';
                return;
            }
        }

        $client_id = $this->request->getGet('client_id') ?? null;
        $ticket_id = $this->request->getGet('ticket_id') ?? null;

        // Fetch tickets older than 8 hours
        $builder = $this->thzMasterModel
            ->whereIn('status', ['Open', 'In Progress'])
            // ->where('thz_id', 85)
            ->where('created_at <= DATE_SUB(NOW(), INTERVAL 8 HOUR)', null, false);

        // add condition only if client_id exists
        if (!empty($client_id)) {
            $builder->where('client_id', $client_id);
        }

        // add condition only if ticket_id exists
        if (!empty($ticket_id)) {
            $builder->where('thz_id', $ticket_id);
        }

        $result = $builder->findAll();


        $subjectTemplate = 'Ticket Pending for More Than ((HOURS)) Hours – Action Required';
        $messageTemplate = '<a href="((TICKET_URL))"> <strong> Ticket ID : ((TICKET_ID)) </strong> </a> has remained in the same status for ((HOURS)) hours. Please take the necessary action.';

        $common = [
            'module'    => 'THZ',
            'mail_type' => 'Thz_Reminder_mail'
        ];

        $mail_send_count = 0;

        if(!empty($result)){
            foreach ($result as $value) {

                // Calculate hours difference
                $createdAt = new \DateTime($value['created_at']);
                $now       = new \DateTime();
                $hours     = floor(($now->getTimestamp() - $createdAt->getTimestamp()) / 3600);
                $ticket_url = base_url('ticketConversationList?return_type=web&thz_id=' . $value['thz_id']);

                // Replace placeholders
                $subject = str_replace('((HOURS))', $hours, $subjectTemplate);

                $message = str_replace(
                    ['((TICKET_ID))', '((HOURS))', '((TICKET_URL))'],
                    [$value['thz_id'], $hours, $ticket_url],
                    $messageTemplate
                );


                $client_id = $value['client_id'];
                $level_of_user_data = $this->getRmsIdUsingClientId($client_id);

                if(!empty($level_of_user_data)){
                    foreach ($level_of_user_data as $user) {

                        $res = MailHelper::send_email([
                            'mail'    => $user['email'],
                            'subject' => $subject,
                            'message' => $message,
                            'common'  => $common
                        ]);

                        $mail_send_count++;

                        $this->myLogger->logme(
                            'error',
                            'THZ Reminder Mail Sent | Ticket ID: ' . $value['thz_id'] . ' | Client ID : ' . $client_id . ' | Response: ' . json_encode($res)
                        );
                    }
                }else{
                    $this->myLogger->logme('error', 'CLIENT ID : ' . $client_id . "has no RM's found skipped...." );
                }
            }
        }else{
             if($this->request){
                return $this->respond(['message' => "No ticket Pending for More Than 8 hrs"], 200);
            }else{
                $this->myLogger->logme('error', 'No ticket Pending for More Than 8 hrs');
                echo 'No ticket Pending for More Than 8 hrs';
                return;
            }
        }

        if($this->request){
            return $this->respond(['mail_send_count' => $mail_send_count], 200);
        }else{
            print_r(['mail_send_count' => $mail_send_count]);
            return;
        }
    }


}