from enum import Enum
from pydantic import BaseModel, Field
from typing import List


class TicketCategory(str, Enum):
    NETWORK = "network"
    SOFTWARE = "software"
    ACCOUNT = "account"
    TRAINING = "training"
    SECURITY = "security"
    LICENSING = "licensing"
    COMMUNICATION = ("communication",)
    REMOTEWORK = ("remote work",)
    HARDWARE = ("hardware",)
    INFRASTRUCTURE = ("infrastructure",)
    PERFORMACE = ("performance",)
    GENERAL = "general"


class CustomerSentiment(str, Enum):
    ANGRY = "angry"
    FRUSTRATED = "frustrated"
    NEUTRAL = "neutral"
    SATISFIED = "satisfied"


class TicketUrgency(str, Enum):
    LOW = "low"
    MEDIUM = "medium"
    HIGH = "high"
    CRITICAL = "critical"


class TicketClassification(BaseModel):
    category: TicketCategory
    urgency: TicketUrgency
    sentiment: CustomerSentiment
    confidence: float = Field(
        ge=0, le=1, description="Confidence score for the classification"
    )
    key_information: List[str] = Field(
        description="List of key points extracted from the ticket"
    )
    suggested_action: str = Field(
        description="Brief suggestion for handling the ticket"
    )