<?php

namespace MintyPHP\Module\Helpdesk\Service;

use MintyPHP\Service\Settings\SettingsCryptoGatewayInterface;
use MintyPHP\Service\Settings\SettingsMetadataGateway;

/**
 * Gateway for helpdesk BC connection settings stored in the DB settings table.
 *
 * All secrets (passwords, client secrets) are encrypted via SettingsCryptoGateway.
 * Setting keys are prefixed with 'helpdesk.' to avoid collisions.
 */
class HelpdeskSettingsGateway
{
    public const KEY_AUTH_MODE = 'helpdesk.bc_auth_mode';
    public const KEY_ODATA_BASE_URL = 'helpdesk.bc_odata_base_url';
    public const KEY_COMPANY_NAME = 'helpdesk.bc_company_name';
    public const KEY_BASIC_USER = 'helpdesk.bc_basic_user';
    public const KEY_BASIC_PASSWORD_ENC = 'helpdesk.bc_basic_password_enc';
    public const KEY_OAUTH_TENANT_ID = 'helpdesk.bc_oauth_tenant_id';
    public const KEY_OAUTH_CLIENT_ID = 'helpdesk.bc_oauth_client_id';
    public const KEY_OAUTH_CLIENT_SECRET_ENC = 'helpdesk.bc_oauth_client_secret_enc';
    public const KEY_OAUTH_TOKEN_ENDPOINT = 'helpdesk.bc_oauth_token_endpoint';
    public const KEY_SYSTEM_RECOMMENDATIONS_CONFIG = 'helpdesk.system_recommendations_config';
    public const KEY_CONTROLLING_RISK_CONFIG = 'helpdesk.controlling_risk_config';
    /** @api Read in helpdesk/settings + analytics pages */
    public const KEY_INACTIVITY_THRESHOLD_DAYS = 'helpdesk.inactivity_threshold_days';

    /** @api Default surfaced in views + tests */
    public const DEFAULT_INACTIVITY_THRESHOLD_DAYS = 60;
    private const MIN_INACTIVITY_THRESHOLD_DAYS = 7;
    private const MAX_INACTIVITY_THRESHOLD_DAYS = 365;

    public const AUTH_MODE_BASIC = 'basic';
    public const AUTH_MODE_OAUTH2 = 'oauth2';

    public const DEFAULT_ODATA_BASE_URL = 'https://bc.icoreon.de:7048/BusinessCentral-NUP/ODataV4';
    public const DEFAULT_COMPANY_NAME = 'breadcrumb mediasolutions GmbH';
    private const DEFAULT_CONTROLLING_RISK_CONFIG = [
        'version' => 1,
        'rules' => [
            'ticket_volume_increase' => [
                'enabled' => true,
                'threshold_percent' => 30,
            ],
            'avg_resolution_high' => [
                'enabled' => true,
                'threshold_hours' => 72,
            ],
            'open_aging' => [
                'enabled' => true,
                'threshold_hours' => 168,
            ],
            'unassigned_ratio' => [
                'enabled' => true,
                'threshold_percent' => 20,
            ],
        ],
    ];

    private const DEFAULT_SYSTEM_RECOMMENDATIONS_CONFIG = [
        'version' => 1,
        'max_items' => 5,
        'rules' => [
            'escalation_overdue' => [
                'enabled' => true,
                'priority' => 100,
                'min_overdue_minutes' => 0,
            ],
            'high_risk_aging' => [
                'enabled' => true,
                'priority' => 90,
                'codes' => ['MAX', 'HOCH'],
                'min_age_hours' => 8,
            ],
            'unassigned_open' => [
                'enabled' => true,
                'priority' => 80,
                'min_age_hours' => 2,
            ],
            'stale_open' => [
                'enabled' => true,
                'priority' => 70,
                'min_age_hours' => 48,
            ],
            'customer_backlog' => [
                'enabled' => true,
                'priority' => 60,
                'min_open_tickets' => 6,
            ],
        ],
    ];

    public function __construct(
        private readonly SettingsMetadataGateway $settingsMetadataGateway,
        private readonly SettingsCryptoGatewayInterface $settingsCryptoGateway
    ) {
    }

    public function getAuthMode(): string
    {
        $value = $this->settingsMetadataGateway->getValue(self::KEY_AUTH_MODE);
        $value = trim((string) ($value ?? ''));

        return $value === self::AUTH_MODE_OAUTH2 ? self::AUTH_MODE_OAUTH2 : self::AUTH_MODE_BASIC;
    }

    public function setAuthMode(string $mode): bool
    {
        $mode = trim($mode);
        if (!in_array($mode, [self::AUTH_MODE_BASIC, self::AUTH_MODE_OAUTH2], true)) {
            return false;
        }

        return $this->settingsMetadataGateway->set(self::KEY_AUTH_MODE, $mode, 'helpdesk.bc_auth_mode');
    }

    public function getODataBaseUrl(): string
    {
        $value = $this->settingsMetadataGateway->getValue(self::KEY_ODATA_BASE_URL);
        $value = trim((string) ($value ?? ''));

        return $value !== '' ? rtrim($value, '/') : self::DEFAULT_ODATA_BASE_URL;
    }

    public function setODataBaseUrl(?string $url): bool
    {
        $url = trim((string) ($url ?? ''));
        if ($url !== '' && !preg_match('#^https://#i', $url)) {
            return false;
        }

        return $this->settingsMetadataGateway->set(
            self::KEY_ODATA_BASE_URL,
            $url !== '' ? rtrim($url, '/') : null,
            'helpdesk.bc_odata_base_url'
        );
    }

    public function getCompanyName(): string
    {
        $value = $this->settingsMetadataGateway->getValue(self::KEY_COMPANY_NAME);
        $value = trim((string) ($value ?? ''));

        return $value !== '' ? $value : self::DEFAULT_COMPANY_NAME;
    }

    public function setCompanyName(?string $name): bool
    {
        $name = trim((string) ($name ?? ''));

        return $this->settingsMetadataGateway->set(
            self::KEY_COMPANY_NAME,
            $name !== '' ? $name : null,
            'helpdesk.bc_company_name'
        );
    }

    public function getBasicUser(): ?string
    {
        $value = $this->settingsMetadataGateway->getValue(self::KEY_BASIC_USER);
        $value = trim((string) ($value ?? ''));

        return $value !== '' ? $value : null;
    }

    public function setBasicUser(?string $user): bool
    {
        $user = trim((string) ($user ?? ''));

        return $this->settingsMetadataGateway->set(
            self::KEY_BASIC_USER,
            $user !== '' ? $user : null,
            'helpdesk.bc_basic_user'
        );
    }

    public function getBasicPassword(): ?string
    {
        $encrypted = $this->settingsMetadataGateway->getValue(self::KEY_BASIC_PASSWORD_ENC);
        $encrypted = trim((string) ($encrypted ?? ''));
        if ($encrypted === '') {
            return null;
        }

        try {
            $decrypted = $this->settingsCryptoGateway->decryptString($encrypted);
        } catch (\Throwable) {
            return null;
        }

        $decrypted = trim($decrypted);

        return $decrypted !== '' ? $decrypted : null;
    }

    public function setBasicPassword(?string $password): bool
    {
        $password = trim((string) ($password ?? ''));
        if ($password === '') {
            return $this->settingsMetadataGateway->set(
                self::KEY_BASIC_PASSWORD_ENC,
                null,
                'helpdesk.bc_basic_password_enc'
            );
        }

        try {
            $encrypted = $this->settingsCryptoGateway->encryptString($password);
        } catch (\Throwable) {
            return false;
        }

        return $this->settingsMetadataGateway->set(
            self::KEY_BASIC_PASSWORD_ENC,
            $encrypted,
            'helpdesk.bc_basic_password_enc'
        );
    }

    public function getOAuthTenantId(): ?string
    {
        $value = $this->settingsMetadataGateway->getValue(self::KEY_OAUTH_TENANT_ID);
        $value = trim((string) ($value ?? ''));

        return $value !== '' ? $value : null;
    }

    public function setOAuthTenantId(?string $tenantId): bool
    {
        $tenantId = trim((string) ($tenantId ?? ''));

        return $this->settingsMetadataGateway->set(
            self::KEY_OAUTH_TENANT_ID,
            $tenantId !== '' ? $tenantId : null,
            'helpdesk.bc_oauth_tenant_id'
        );
    }

    public function getOAuthClientId(): ?string
    {
        $value = $this->settingsMetadataGateway->getValue(self::KEY_OAUTH_CLIENT_ID);
        $value = trim((string) ($value ?? ''));

        return $value !== '' ? $value : null;
    }

    public function setOAuthClientId(?string $clientId): bool
    {
        $clientId = trim((string) ($clientId ?? ''));

        return $this->settingsMetadataGateway->set(
            self::KEY_OAUTH_CLIENT_ID,
            $clientId !== '' ? $clientId : null,
            'helpdesk.bc_oauth_client_id'
        );
    }

    public function getOAuthClientSecret(): ?string
    {
        $encrypted = $this->settingsMetadataGateway->getValue(self::KEY_OAUTH_CLIENT_SECRET_ENC);
        $encrypted = trim((string) ($encrypted ?? ''));
        if ($encrypted === '') {
            return null;
        }

        try {
            $decrypted = $this->settingsCryptoGateway->decryptString($encrypted);
        } catch (\Throwable) {
            return null;
        }

        $decrypted = trim($decrypted);

        return $decrypted !== '' ? $decrypted : null;
    }

    public function setOAuthClientSecret(?string $secret): bool
    {
        $secret = trim((string) ($secret ?? ''));
        if ($secret === '') {
            return $this->settingsMetadataGateway->set(
                self::KEY_OAUTH_CLIENT_SECRET_ENC,
                null,
                'helpdesk.bc_oauth_client_secret_enc'
            );
        }

        try {
            $encrypted = $this->settingsCryptoGateway->encryptString($secret);
        } catch (\Throwable) {
            return false;
        }

        return $this->settingsMetadataGateway->set(
            self::KEY_OAUTH_CLIENT_SECRET_ENC,
            $encrypted,
            'helpdesk.bc_oauth_client_secret_enc'
        );
    }

    public function getOAuthTokenEndpoint(): ?string
    {
        $value = $this->settingsMetadataGateway->getValue(self::KEY_OAUTH_TOKEN_ENDPOINT);
        $value = trim((string) ($value ?? ''));

        return $value !== '' ? $value : null;
    }

    public function setOAuthTokenEndpoint(?string $endpoint): bool
    {
        $endpoint = trim((string) ($endpoint ?? ''));
        if ($endpoint !== '' && !preg_match('#^https://#i', $endpoint)) {
            return false;
        }

        return $this->settingsMetadataGateway->set(
            self::KEY_OAUTH_TOKEN_ENDPOINT,
            $endpoint !== '' ? $endpoint : null,
            'helpdesk.bc_oauth_token_endpoint'
        );
    }

    /**
     * @return array{
     *   config: array{
     *     version: int,
     *     max_items: int,
     *     rules: array{
     *       escalation_overdue: array{enabled: bool, priority: int, min_overdue_minutes: int},
     *       high_risk_aging: array{enabled: bool, priority: int, codes: array<int, string>, min_age_hours: int},
     *       unassigned_open: array{enabled: bool, priority: int, min_age_hours: int},
     *       stale_open: array{enabled: bool, priority: int, min_age_hours: int},
     *       customer_backlog: array{enabled: bool, priority: int, min_open_tickets: int}
     *     }
     *   },
     *   source: 'default'|'settings'|'fallback_invalid_json'
     * }
     */
    public function getSystemRecommendationsConfigEnvelope(): array
    {
        $rawValue = $this->settingsMetadataGateway->getValue(self::KEY_SYSTEM_RECOMMENDATIONS_CONFIG);
        $rawValue = trim((string) ($rawValue ?? ''));
        if ($rawValue === '') {
            return [
                'config' => self::DEFAULT_SYSTEM_RECOMMENDATIONS_CONFIG,
                'source' => 'default',
            ];
        }

        $decoded = json_decode($rawValue, true);
        if (!is_array($decoded)) {
            return [
                'config' => self::DEFAULT_SYSTEM_RECOMMENDATIONS_CONFIG,
                'source' => 'fallback_invalid_json',
            ];
        }

        return [
            'config' => self::normalizeSystemRecommendationsConfig($decoded),
            'source' => 'settings',
        ];
    }

    /**
     * @return array{
     *   version: int,
     *   max_items: int,
     *   rules: array{
     *     escalation_overdue: array{enabled: bool, priority: int, min_overdue_minutes: int},
     *     high_risk_aging: array{enabled: bool, priority: int, codes: array<int, string>, min_age_hours: int},
     *     unassigned_open: array{enabled: bool, priority: int, min_age_hours: int},
     *     stale_open: array{enabled: bool, priority: int, min_age_hours: int},
     *     customer_backlog: array{enabled: bool, priority: int, min_open_tickets: int}
     *   }
     * }
     */
    public function getSystemRecommendationsConfig(): array
    {
        $envelope = $this->getSystemRecommendationsConfigEnvelope();

        return $envelope['config'];
    }

    /**
     * @param array<string, mixed> $config
     */
    public function setSystemRecommendationsConfig(array $config): bool
    {
        $normalized = self::normalizeSystemRecommendationsConfig($config);
        $encoded = json_encode($normalized, JSON_UNESCAPED_SLASHES | JSON_UNESCAPED_UNICODE);
        if (!is_string($encoded)) {
            return false;
        }

        return $this->settingsMetadataGateway->set(
            self::KEY_SYSTEM_RECOMMENDATIONS_CONFIG,
            $encoded,
            'helpdesk.system_recommendations_config'
        );
    }

    /**
     * @param array<string, mixed> $config
     * @return array{
     *   version: int,
     *   max_items: int,
     *   rules: array{
     *     escalation_overdue: array{enabled: bool, priority: int, min_overdue_minutes: int},
     *     high_risk_aging: array{enabled: bool, priority: int, codes: array<int, string>, min_age_hours: int},
     *     unassigned_open: array{enabled: bool, priority: int, min_age_hours: int},
     *     stale_open: array{enabled: bool, priority: int, min_age_hours: int},
     *     customer_backlog: array{enabled: bool, priority: int, min_open_tickets: int}
     *   }
     * }
     */
    private static function normalizeSystemRecommendationsConfig(array $config): array
    {
        $defaults = self::DEFAULT_SYSTEM_RECOMMENDATIONS_CONFIG;
        $rawRules = is_array($config['rules'] ?? null) ? $config['rules'] : [];

        $escalationOverdue = is_array($rawRules['escalation_overdue'] ?? null) ? $rawRules['escalation_overdue'] : [];
        $highRiskAging = is_array($rawRules['high_risk_aging'] ?? null) ? $rawRules['high_risk_aging'] : [];
        $unassignedOpen = is_array($rawRules['unassigned_open'] ?? null) ? $rawRules['unassigned_open'] : [];
        $staleOpen = is_array($rawRules['stale_open'] ?? null) ? $rawRules['stale_open'] : [];
        $customerBacklog = is_array($rawRules['customer_backlog'] ?? null) ? $rawRules['customer_backlog'] : [];

        return [
            'version' => 1,
            'max_items' => self::normalizeIntRange($config['max_items'] ?? $defaults['max_items'], 1, 20, (int) $defaults['max_items']),
            'rules' => [
                'escalation_overdue' => [
                    'enabled' => self::normalizeBool($escalationOverdue['enabled'] ?? $defaults['rules']['escalation_overdue']['enabled']),
                    'priority' => self::normalizeIntRange($escalationOverdue['priority'] ?? $defaults['rules']['escalation_overdue']['priority'], 1, 999, (int) $defaults['rules']['escalation_overdue']['priority']),
                    'min_overdue_minutes' => self::normalizeIntRange($escalationOverdue['min_overdue_minutes'] ?? $defaults['rules']['escalation_overdue']['min_overdue_minutes'], 0, 43200, (int) $defaults['rules']['escalation_overdue']['min_overdue_minutes']),
                ],
                'high_risk_aging' => [
                    'enabled' => self::normalizeBool($highRiskAging['enabled'] ?? $defaults['rules']['high_risk_aging']['enabled']),
                    'priority' => self::normalizeIntRange($highRiskAging['priority'] ?? $defaults['rules']['high_risk_aging']['priority'], 1, 999, (int) $defaults['rules']['high_risk_aging']['priority']),
                    'codes' => self::normalizeCodeList($highRiskAging['codes'] ?? $defaults['rules']['high_risk_aging']['codes']),
                    'min_age_hours' => self::normalizeIntRange($highRiskAging['min_age_hours'] ?? $defaults['rules']['high_risk_aging']['min_age_hours'], 0, 720, (int) $defaults['rules']['high_risk_aging']['min_age_hours']),
                ],
                'unassigned_open' => [
                    'enabled' => self::normalizeBool($unassignedOpen['enabled'] ?? $defaults['rules']['unassigned_open']['enabled']),
                    'priority' => self::normalizeIntRange($unassignedOpen['priority'] ?? $defaults['rules']['unassigned_open']['priority'], 1, 999, (int) $defaults['rules']['unassigned_open']['priority']),
                    'min_age_hours' => self::normalizeIntRange($unassignedOpen['min_age_hours'] ?? $defaults['rules']['unassigned_open']['min_age_hours'], 0, 720, (int) $defaults['rules']['unassigned_open']['min_age_hours']),
                ],
                'stale_open' => [
                    'enabled' => self::normalizeBool($staleOpen['enabled'] ?? $defaults['rules']['stale_open']['enabled']),
                    'priority' => self::normalizeIntRange($staleOpen['priority'] ?? $defaults['rules']['stale_open']['priority'], 1, 999, (int) $defaults['rules']['stale_open']['priority']),
                    'min_age_hours' => self::normalizeIntRange($staleOpen['min_age_hours'] ?? $defaults['rules']['stale_open']['min_age_hours'], 0, 1440, (int) $defaults['rules']['stale_open']['min_age_hours']),
                ],
                'customer_backlog' => [
                    'enabled' => self::normalizeBool($customerBacklog['enabled'] ?? $defaults['rules']['customer_backlog']['enabled']),
                    'priority' => self::normalizeIntRange($customerBacklog['priority'] ?? $defaults['rules']['customer_backlog']['priority'], 1, 999, (int) $defaults['rules']['customer_backlog']['priority']),
                    'min_open_tickets' => self::normalizeIntRange($customerBacklog['min_open_tickets'] ?? $defaults['rules']['customer_backlog']['min_open_tickets'], 1, 500, (int) $defaults['rules']['customer_backlog']['min_open_tickets']),
                ],
            ],
        ];
    }

    /**
     * @param mixed $value
     */
    private static function normalizeBool(mixed $value): bool
    {
        if (is_bool($value)) {
            return $value;
        }

        if (is_string($value)) {
            $normalized = strtolower(trim($value));
            if (in_array($normalized, ['1', 'true', 'yes', 'on'], true)) {
                return true;
            }
            if (in_array($normalized, ['0', 'false', 'no', 'off'], true)) {
                return false;
            }
        }

        return (bool) $value;
    }

    /**
     * @param mixed $value
     */
    private static function normalizeIntRange(mixed $value, int $min, int $max, int $default): int
    {
        if (!is_numeric($value)) {
            return $default;
        }

        return max($min, min($max, (int) $value));
    }

    /**
     * @param mixed $value
     * @return array<int, string>
     */
    private static function normalizeCodeList(mixed $value): array
    {
        $rawCodes = [];
        if (is_array($value)) {
            $rawCodes = $value;
        } elseif (is_string($value)) {
            $rawCodes = explode(',', $value);
        }

        $normalized = [];
        foreach ($rawCodes as $code) {
            $candidate = strtoupper(trim((string) $code));
            if ($candidate === '') {
                continue;
            }

            $normalized[] = $candidate;
        }

        $normalized = array_values(array_unique($normalized));
        if ($normalized === []) {
            return ['MAX', 'HOCH'];
        }

        return $normalized;
    }

    /**
     * Days of silence after which a customer is flagged as "no contact".
     * Clamped to a sane range; falls back to the default on invalid/empty values.
     *
     * @api Used by helpdesk/analytics + helpdesk/settings pages
     */
    public function getInactivityThresholdDays(): int
    {
        $value = $this->settingsMetadataGateway->getValue(self::KEY_INACTIVITY_THRESHOLD_DAYS);
        $value = trim((string) ($value ?? ''));
        if ($value === '' || !is_numeric($value)) {
            return self::DEFAULT_INACTIVITY_THRESHOLD_DAYS;
        }

        return max(
            self::MIN_INACTIVITY_THRESHOLD_DAYS,
            min(self::MAX_INACTIVITY_THRESHOLD_DAYS, (int) $value)
        );
    }

    /** @api Used by the helpdesk/settings page */
    public function setInactivityThresholdDays(?int $days): bool
    {
        if ($days === null) {
            return $this->settingsMetadataGateway->set(
                self::KEY_INACTIVITY_THRESHOLD_DAYS,
                null,
                'helpdesk.inactivity_threshold_days'
            );
        }

        $clamped = max(
            self::MIN_INACTIVITY_THRESHOLD_DAYS,
            min(self::MAX_INACTIVITY_THRESHOLD_DAYS, $days)
        );

        return $this->settingsMetadataGateway->set(
            self::KEY_INACTIVITY_THRESHOLD_DAYS,
            (string) $clamped,
            'helpdesk.inactivity_threshold_days'
        );
    }

    /**
     * Build the full OData entity URL for a given entity set.
     */
    public function buildEntityUrl(string $entitySet): string
    {
        $baseUrl = $this->getODataBaseUrl();
        $company = rawurlencode($this->getCompanyName());

        return $baseUrl . "/Company('" . $company . "')/" . $entitySet;
    }

    /**
     * Validate that required settings for the current auth mode are present.
     *
     * @return array<string> List of missing setting descriptions (empty = valid)
     */
    public function validateConfiguration(): array
    {
        $missing = [];

        if ($this->getBasicUser() === null && $this->getAuthMode() === self::AUTH_MODE_BASIC) {
            $missing[] = 'BC Basic Auth User';
        }
        if ($this->getBasicPassword() === null && $this->getAuthMode() === self::AUTH_MODE_BASIC) {
            $missing[] = 'BC Basic Auth Password';
        }
        if ($this->getAuthMode() === self::AUTH_MODE_OAUTH2) {
            if ($this->getOAuthClientId() === null) {
                $missing[] = 'BC OAuth2 Client ID';
            }
            if ($this->getOAuthClientSecret() === null) {
                $missing[] = 'BC OAuth2 Client Secret';
            }
            if ($this->getOAuthTokenEndpoint() === null) {
                $missing[] = 'BC OAuth2 Token Endpoint';
            }
        }

        return $missing;
    }

    /**
     * Check whether the configuration is complete for the current auth mode.
     */
    public function isConfigured(): bool
    {
        return $this->validateConfiguration() === [];
    }

    // --- Controlling risk configuration ---

    /**
     * @return array{
     *   config: array{version: int, rules: array<string, array<string, mixed>>},
     *   source: 'default'|'settings'|'fallback_invalid_json'
     * }
     */
    public function getControllingRiskConfigEnvelope(): array
    {
        $rawValue = $this->settingsMetadataGateway->getValue(self::KEY_CONTROLLING_RISK_CONFIG);
        $rawValue = trim((string) ($rawValue ?? ''));
        if ($rawValue === '') {
            return [
                'config' => self::DEFAULT_CONTROLLING_RISK_CONFIG,
                'source' => 'default',
            ];
        }

        $decoded = json_decode($rawValue, true);
        if (!is_array($decoded)) {
            return [
                'config' => self::DEFAULT_CONTROLLING_RISK_CONFIG,
                'source' => 'fallback_invalid_json',
            ];
        }

        return [
            'config' => self::normalizeControllingRiskConfig($decoded),
            'source' => 'settings',
        ];
    }

    /**
     * @return array{version: int, rules: array<string, array<string, mixed>>}
     */
    public function getControllingRiskConfig(): array
    {
        $envelope = $this->getControllingRiskConfigEnvelope();

        return $envelope['config'];
    }

    /**
     * @param array<string, mixed> $config
     */
    public function setControllingRiskConfig(array $config): bool
    {
        $normalized = self::normalizeControllingRiskConfig($config);
        $encoded = json_encode($normalized, JSON_UNESCAPED_SLASHES | JSON_UNESCAPED_UNICODE);
        if (!is_string($encoded)) {
            return false;
        }

        return $this->settingsMetadataGateway->set(
            self::KEY_CONTROLLING_RISK_CONFIG,
            $encoded,
            'helpdesk.controlling_risk_config'
        );
    }

    /**
     * @param array<string, mixed> $config
     * @return array{version: int, rules: array<string, array<string, mixed>>}
     */
    private static function normalizeControllingRiskConfig(array $config): array
    {
        $defaults = self::DEFAULT_CONTROLLING_RISK_CONFIG;
        $rawRules = is_array($config['rules'] ?? null) ? $config['rules'] : [];

        $ticketVolume = is_array($rawRules['ticket_volume_increase'] ?? null) ? $rawRules['ticket_volume_increase'] : [];
        $avgResolution = is_array($rawRules['avg_resolution_high'] ?? null) ? $rawRules['avg_resolution_high'] : [];
        $openAging = is_array($rawRules['open_aging'] ?? null) ? $rawRules['open_aging'] : [];
        $unassigned = is_array($rawRules['unassigned_ratio'] ?? null) ? $rawRules['unassigned_ratio'] : [];

        return [
            'version' => 1,
            'rules' => [
                'ticket_volume_increase' => [
                    'enabled' => self::normalizeBool($ticketVolume['enabled'] ?? $defaults['rules']['ticket_volume_increase']['enabled']),
                    'threshold_percent' => self::normalizeIntRange($ticketVolume['threshold_percent'] ?? $defaults['rules']['ticket_volume_increase']['threshold_percent'], 5, 200, (int) $defaults['rules']['ticket_volume_increase']['threshold_percent']),
                ],
                'avg_resolution_high' => [
                    'enabled' => self::normalizeBool($avgResolution['enabled'] ?? $defaults['rules']['avg_resolution_high']['enabled']),
                    'threshold_hours' => self::normalizeIntRange($avgResolution['threshold_hours'] ?? $defaults['rules']['avg_resolution_high']['threshold_hours'], 1, 720, (int) $defaults['rules']['avg_resolution_high']['threshold_hours']),
                ],
                'open_aging' => [
                    'enabled' => self::normalizeBool($openAging['enabled'] ?? $defaults['rules']['open_aging']['enabled']),
                    'threshold_hours' => self::normalizeIntRange($openAging['threshold_hours'] ?? $defaults['rules']['open_aging']['threshold_hours'], 1, 2160, (int) $defaults['rules']['open_aging']['threshold_hours']),
                ],
                'unassigned_ratio' => [
                    'enabled' => self::normalizeBool($unassigned['enabled'] ?? $defaults['rules']['unassigned_ratio']['enabled']),
                    'threshold_percent' => self::normalizeIntRange($unassigned['threshold_percent'] ?? $defaults['rules']['unassigned_ratio']['threshold_percent'], 1, 100, (int) $defaults['rules']['unassigned_ratio']['threshold_percent']),
                ],
            ],
        ];
    }
}