{% extends "base.html" %}{% load i18n crm_tags %}
{% block title %}{{ ticket.number }}{% endblock %}
{% block content %}
<header class="person-head">
  <div>
    <p class="muted" style="margin:0 0 4px"><span class="num">{{ ticket.number }}</span>, {% blocktranslate trimmed with date=ticket.created_at|date:"j M Y, H:i" %}opened {{ date }}{% endblocktranslate %}</p>
    <h1>{{ ticket.title }}</h1>
    <div class="person-tags">
      <span class="pill u-{{ ticket.urgency }}">{{ ticket.get_urgency_display }}</span>
      <span class="pill t-{{ ticket.status }}">{{ ticket.get_status_display }}</span>
      {% if ticket.is_escalated %}<span class="pill esc">{% translate "Escalated" %}</span>{% endif %}
      {% if ticket.crisis %}<span class="pill danger">{% translate "Caller in danger" %}</span>{% endif %}
    </div>
  </div>
  <div class="actions">
    <a class="btn" href="{{ ticket.contact.get_absolute_url }}">{{ ticket.contact.name }}</a>
    <a class="btn btn-primary" href="{% url 'log_call' ticket.contact.pk %}">{% translate "Log a call" %}</a>
  </div>
</header>

{% if ticket.crisis %}
<div class="crisis-box">
  {% if ticket.crisis_waiting %}
    <strong>{% translate "Caller in danger. No one has taken charge yet." %}</strong>
    <p>{% translate "Call the caller back now if the call ended, and decide with the agent what happens next: a pastor, a visit, the police or a health worker." %}</p>
    {% if user.is_supervisor %}<form method="post">{% csrf_token %}<button class="btn btn-primary" type="submit" name="action" value="take_charge">{% translate "I’m taking charge" %}</button></form>{% endif %}
  {% else %}
    <strong>{% blocktranslate trimmed with name=ticket.crisis_handled_by.display_name|default:"—" when=ticket.crisis_handled_at|when %}Caller in danger: {{ name }} took charge, {{ when }}.{% endblocktranslate %}</strong>
  {% endif %}
  {% if user.is_supervisor %}<p style="margin:10px 0 0"><a class="btn btn-small" href="{% url 'care_open' ticket.contact.pk %}?ticket={{ ticket.pk }}">{% translate "Open a pastoral care case" %}</a></p>{% endif %}
</div>
{% endif %}

{% if ticket.is_escalated %}
<div class="escalation-box">
  <strong>{% if ticket.escalated_to %}{% blocktranslate trimmed with name=ticket.escalated_to.display_name %}Escalated to {{ name }}{% endblocktranslate %}{% else %}{% translate "Escalated to all supervisors and administrators" %}{% endif %}</strong>
  <span class="muted small">{% blocktranslate trimmed with name=ticket.escalated_by.display_name|default:"—" when=ticket.escalated_at|when %}by {{ name }}, {{ when }}{% endblocktranslate %}</span>
  <p>{{ ticket.escalation_reason }}</p>
</div>
{% endif %}

<div class="split">
  <section>
    <div class="panel">
      <div class="panel-head"><h2>{% translate "The call" %}</h2><span class="muted small">{{ call.called_at|date:"j M Y, H:i" }}</span></div>
      <div class="head" style="display:flex;gap:10px;flex-wrap:wrap;align-items:baseline">
        <span class="tag p-{{ call.purpose }}">{{ call.get_purpose_display }}</span>
        <span class="muted small">{{ call.get_direction_display }}, {{ call.get_outcome_display|lower }}{% if call.duration_minutes %}, {% blocktranslate trimmed with m=call.duration_minutes %}{{ m }} min{% endblocktranslate %}{% endif %}{% if call.agent %}, {{ call.agent.display_name }}{% endif %}</span>
      </div>
      {% if call.summary %}<p class="summary" style="white-space:pre-line;margin-top:10px">{{ call.summary }}</p>{% endif %}
      {% if prayers or follow_ups or donations %}
      <div class="attached">
        {% for pr in prayers %}
          <div class="prayer"><span class="k">{% blocktranslate trimmed with category=pr.get_category_display|lower %}Prayer, {{ category }}:{% endblocktranslate %}</span>
            {% if pr|can_view:user %}{{ pr.request }}{% else %}<span class="locked">{% translate "Confidential. A supervisor can see it." %}</span>{% endif %}</div>
        {% endfor %}
        {% for fu in follow_ups %}
          <div><span class="k">{% translate "Follow-up:" %}</span>{{ fu.label }} ({{ fu.get_status_display|lower }}, {{ fu.due_date|date:"j M" }}{% if fu.assigned_to %}, {{ fu.assigned_to.display_name }}{% endif %})</div>
        {% endfor %}
        {% for g in donations %}
          <div{% if g.is_cancelled %} class="cancelled"{% endif %}><span class="k">{% translate "Gift" %}:</span><span class="money">{{ g.amount|tzs }}</span>{% if g.is_cancelled %} ({% translate "cancelled" %}){% endif %} {{ g.purpose_label }}, {{ g.medium_label }}{% if g.reference %}, <span class="num">{{ g.reference }}</span>{% endif %}</div>
        {% endfor %}
      </div>
      {% endif %}
    </div>

    <div class="panel">
      <div class="panel-head"><h2>{% translate "History" %}</h2></div>
      <ol class="timeline">
        {% for u in updates %}
        <li style="--dot: {% if u.kind == 'escalated' %}var(--alert){% elif u.kind == 'handled' %}var(--spring){% else %}var(--c-info){% endif %}">
          <div class="head"><strong>{{ u.get_kind_display }}</strong> <span class="when">{{ u.created_at|when }}{% if u.author %}, {{ u.author.display_name }}{% endif %}</span></div>
          {% if u.text %}<p class="summary">{{ u.text }}</p>{% endif %}
        </li>
        {% endfor %}
      </ol>
    </div>
  </section>

  <aside>
    <section class="panel">
      <div class="panel-head"><h2>{% translate "Update ticket" %}</h2></div>
      <form method="post" class="form" novalidate>
        {% csrf_token %}<input type="hidden" name="action" value="update">
        {% if change_form.non_field_errors %}<div class="form-errors">{{ change_form.non_field_errors|join:" " }}</div>{% endif %}
        {% if change_form.status %}{% include "_field.html" with field=change_form.status %}{% endif %}
        {% if change_form.urgency %}{% include "_field.html" with field=change_form.urgency %}{% endif %}
        {% if change_form.assigned_to %}{% include "_field.html" with field=change_form.assigned_to %}{% endif %}
        {% include "_field.html" with field=change_form.note %}
        {% if change_form.escalation_handled %}{% include "_field.html" with field=change_form.escalation_handled %}{% endif %}
        <div class="actions"><button class="btn btn-primary" type="submit">{% translate "Save update" %}</button></div>
      </form>
    </section>

    {% if show_escalate %}
    <section class="panel">
      <div class="panel-head"><h2>{% translate "Escalate" %}</h2></div>
      <p class="muted small">{% translate "Send this ticket to a supervisor or administrator when it needs someone with more authority, or quickly." %}</p>
      <form method="post" class="form" novalidate>
        {% csrf_token %}<input type="hidden" name="action" value="escalate">
        {% include "_field.html" with field=esc_form.escalate_to %}
        {% include "_field.html" with field=esc_form.reason %}
        <div class="actions"><button class="btn btn-danger" type="submit">{% translate "Escalate ticket" %}</button></div>
      </form>
    </section>
    {% endif %}

    <section class="panel">
      <dl class="facts">
        <dt>{% translate "Caller" %}</dt><dd><a href="{{ ticket.contact.get_absolute_url }}">{{ ticket.contact.name }}</a><br><span class="phone small">{{ ticket.contact.phone_display }}</span></dd>
        <dt>{% translate "Handled by" %}</dt><dd>{{ ticket.assigned_to.display_name|default:"—" }}</dd>
        <dt>{% translate "Opened by" %}</dt><dd>{{ ticket.created_by.display_name|default:"—" }}</dd>
        {% if ticket.resolved_at %}<dt>{% translate "Resolved" %}</dt><dd>{{ ticket.resolved_at|when }}{% if ticket.resolved_by %}, {{ ticket.resolved_by.display_name }}{% endif %}</dd>{% endif %}
      </dl>
    </section>
  </aside>
</div>
{% endblock %}