from dataclasses import dataclass
from typing import Dict, Any, Tuple, List

from env_models import (
    TicketObservation,
    TriageAction,
    TicketCategory,
    TicketPriority,
    Department,
    EscalationDecision,
)

# ───────────────────────────────────────────────────────
# STRICT CLAMP (NO EDGE FAILURES)
# ───────────────────────────────────────────────────────
def _clamp(score: float) -> float:
    return max(0.01, min(0.99, float(score)))


# ───────────────────────────────────────────────────────
# TICKETS
# ───────────────────────────────────────────────────────
TICKET_EASY = TicketObservation(
    ticket_id="T1",
    subject="Laptop not booting",
    body="My laptop shows black screen",
    reporter_name="User",
    reporter_role="Employee",
    system_info="Windows",
    timestamp="now",
    previous_tickets=0,
    task_instruction="Classify issue",
    valid_categories=[c.value for c in TicketCategory],
    valid_priorities=[p.value for p in TicketPriority],
    valid_departments=[d.value for d in Department],
)

TICKET_MEDIUM = TICKET_EASY
TICKET_HARD = TICKET_EASY


# ───────────────────────────────────────────────────────
# GRADERS
# ───────────────────────────────────────────────────────
def grade_easy(action: TriageAction) -> Tuple[float, Dict[str, Any]]:
    score = 0.0
    breakdown = {}

    if action.category == TicketCategory.HARDWARE:
        score += 0.6

    if action.priority in {TicketPriority.HIGH, TicketPriority.CRITICAL}:
        score += 0.25

    if isinstance(action.response, str) and len(action.response) > 10:
        score += 0.15

    score = _clamp(score)
    breakdown["score"] = score
    return float(score), breakdown


def grade_medium(action: TriageAction) -> Tuple[float, Dict[str, Any]]:
    score = 0.0
    breakdown = {}

    if action.category in {TicketCategory.NETWORK, TicketCategory.ACCESS}:
        score += 0.25

    if action.priority in {TicketPriority.HIGH, TicketPriority.CRITICAL}:
        score += 0.25

    if action.department in {Department.SYSADMIN, Department.TIER2_SUPPORT}:
        score += 0.25

    if action.escalate == EscalationDecision.ESCALATE:
        score += 0.1

    if isinstance(action.response, str) and len(action.response) > 20:
        score += 0.15

    score = _clamp(score)
    breakdown["score"] = score
    return float(score), breakdown


def grade_hard(action: TriageAction) -> Tuple[float, Dict[str, Any]]:
    score = 0.0
    penalty = 0.0
    breakdown = {}

    if action.category == TicketCategory.SECURITY:
        score += 0.2

    if action.priority == TicketPriority.CRITICAL:
        score += 0.2

    if action.department == Department.SECURITY_TEAM:
        score += 0.2

    if action.escalate == EscalationDecision.ESCALATE:
        score += 0.1

    resp = (action.response or "").lower()

    if "disconnect" in resp:
        score += 0.15

    if "do not" in resp or "don't" in resp:
        score += 0.15

    # penalties
    if "decrypt" in resp or "recover" in resp:
        penalty += 0.4

    if "disconnect" not in resp:
        penalty += 0.3

    if action.escalate != EscalationDecision.ESCALATE:
        penalty += 0.2

    raw = score - penalty

    final = _clamp(raw)
    breakdown["score"] = final
    return float(final), breakdown


# ───────────────────────────────────────────────────────
# TASK STRUCTURE
# ───────────────────────────────────────────────────────
@dataclass
class Task:
    task_id: str
    name: str
    description: str
    difficulty: str
    ticket: TicketObservation
    grader: Any
    max_steps: int = 1


TASKS: List[Task] = [
    Task("task_easy", "Easy", "Basic classification", "easy", TICKET_EASY, grade_easy),
    Task("task_medium", "Medium", "Full triage", "medium", TICKET_MEDIUM, grade_medium),
    Task("task_hard", "Hard", "Security incident", "hard", TICKET_HARD, grade_hard),
]

TASK_MAP = {t.task_id: t for t in TASKS}