Initial Redmine tooling and local plugin forks

plugins/redmine_contacts_helpdesk/.drone.yml

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+pipeline:
+  tests:
+    image: redmineup/redmine_contacts_helpdesk
+    commands:
+      - service postgresql start && service mysql start && sleep 5
+      - export PATH=~/.rbenv/shims:$PATH
+      - export CODEPATH=`pwd`
+      - /root/run_for.sh redmine_contacts_helpdesk ${RUBY_VER} ${DB} ${REDMINE} redmine_contacts+${LICENSE}
+matrix:
+  include:
+    - RUBY_VER: ruby-2.2.6
+      LICENSE: pro
+      DB: mysql
+      REDMINE: redmine-3.3
+    - RUBY_VER: ruby-2.2.6
+      LICENSE: light
+      DB: mysql
+      REDMINE: redmine-3.3
+    - RUBY_VER: ruby-2.2.6
+      LICENSE: pro
+      DB: pg
+      REDMINE: redmine-3.3
+    - RUBY_VER: ruby-2.2.6
+      LICENSE: light
+      DB: pg
+      REDMINE: redmine-3.3
+    - RUBY_VER: ruby-2.2.6
+      LICENSE: pro
+      DB: mysql
+      REDMINE: redmine-3.0
+    - RUBY_VER: ruby-1.8.7
+      DB: pg
+      LICENSE: pro
+      REDMINE: redmine-2.3
+    - RUBY_VER: ruby-1.8.7
+      DB: pg
+      LICENSE: pro
+      REDMINE: redmine-2.6
+    - RUBY_VER: ruby-1.8.7
+      DB: mysql
+      LICENSE: pro
+      REDMINE: redmine-2.3
+    - RUBY_VER: ruby-1.8.7
+      DB: mysql
+      LICENSE: pro
+      REDMINE: redmine-2.6
+    - RUBY_VER: ruby-1.9.3
+      DB: pg
+      LICENSE: pro
+      REDMINE: redmine-2.3
+    - RUBY_VER: ruby-1.9.3
+      DB: pg
+      LICENSE: pro
+      REDMINE: redmine-2.6
+    - RUBY_VER: ruby-1.9.3
+      DB: pg
+      LICENSE: pro
+      REDMINE: redmine-3.3
+    - RUBY_VER: ruby-1.9.3
+      DB: mysql
+      LICENSE: pro
+      REDMINE: redmine-3.3
+    - RUBY_VER: ruby-1.9.3
+      DB: pg
+      LICENSE: light
+      REDMINE: redmine-3.3
+    - RUBY_VER: ruby-1.8.7
+      DB: pg
+      LICENSE: light
+      REDMINE: redmine-2.3
+    - RUBY_VER: ruby-1.8.7
+      DB: pg
+      LICENSE: light
+      REDMINE: redmine-2.6
+    # - RUBY_VER: ruby-2.4.1
+    #   DB: mysql
+    #   LICENSE: pro
+    #   REDMINE: redmine-trunk
+    # - RUBY_VER: ruby-2.4.1
+    #   DB: mysql
+    #   LICENSE: light
+    #   REDMINE: redmine-trunk
+    # - RUBY_VER: ruby-2.4.1
+    #   DB: pg
+    #   LICENSE: pro
+    #   REDMINE: redmine-trunk
+    # - RUBY_VER: ruby-2.2.6
+    #   DB: mysql
+    #   LICENSE: pro
+    #   REDMINE: redmine-trunk

plugins/redmine_contacts_helpdesk/LOCAL_CHANGELOG.md

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+# Local Change Log
+
+This RedmineUP helpdesk plugin is maintained as local legacy code for the
+installed Redmine 3.4.4 environment. Keep entries focused on local behavior,
+rollback archives, and LAN test status.
+
+## 2026-04-21 - Helpdesk Search Read API And Outbox Coverage
+
+- Purpose: make helpdesk ticket and message identity first-class for external
+  operational search and indexing.
+- Rollback archives:
+  - `dist/redmine_contacts-4.1.2-local-before-helpdesk-search-20260421T215548Z.tar.gz`
+  - `dist/redmine_contacts_helpdesk-3.0.9-local-before-helpdesk-search-20260421T215548Z.tar.gz`
+- Touched behavior:
+  - Added read-only JSON endpoints under `helpdesk_search/*`.
+  - Extended the existing `view_helpdesk_tickets` permission to cover those
+    endpoints.
+  - Added event outbox callbacks for `HelpdeskTicket` and `JournalMessage` in
+    the local `redmine_event_outbox` plugin.
+- Payload policy:
+  - Includes ids, direction, message id, source, and non-body address metadata.
+  - Does not include full email bodies, private notes, attachment data, or BCC
+    addresses.
+- LAN test result: pending. Validate by creating/updating a controlled helpdesk
+  ticket and journal message, then checking `event_outbox_events` and the
+  `helpdesk_search/*` JSON endpoints on the LAN Redmine copy.

plugins/redmine_contacts_helpdesk/app/controllers/canned_responses_controller.rb

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+class CannedResponsesController < ApplicationController
+  unloadable
+
+  before_filter :find_canned_response, :except => [:new, :create, :index]
+  before_filter :find_optional_project, :only => [:new, :create, :add, :destroy]
+  before_filter :find_issue, :only => [:add]
+  before_filter :require_admin, :only => [:index]
+
+  accept_api_auth :index
+
+  def index
+    case params[:format]
+    when 'xml', 'json'
+      @offset, @limit = api_offset_and_limit
+    else
+      @limit = per_page_option
+    end
+
+    scope = CannedResponse.visible
+    scope = scope.in_project_or_public(@project) if @project
+
+    @canned_response_count = scope.count
+    @canned_response_pages = Paginator.new @canned_response_count, @limit, params['page']
+    @offset ||= @canned_response_pages.offset
+    @canned_responses = scope.limit(@limit).offset(@offset).order("#{CannedResponse.table_name}.name")
+
+    respond_to do |format|
+      format.html
+    end
+  end
+
+  def add
+    @content = HelpdeskMailer.apply_macro(@canned_response.content, @issue.customer, @issue, User.current)
+  end
+
+  def new
+    @canned_response = CannedResponse.new
+    @canned_response.user = User.current
+    @canned_response.project = @project
+    @canned_response.is_public = false unless User.current.allowed_to?(:manage_public_canned_responses, @project) || User.current.admin?
+  end
+
+  def create
+    @canned_response = CannedResponse.new(params[:canned_response])
+    @canned_response.user = User.current
+    @canned_response.project = params[:canned_response_is_for_all] ? nil : @project
+    @canned_response.is_public = false unless User.current.allowed_to?(:manage_public_canned_responses, @project) || User.current.admin?
+
+    if @canned_response.save
+      flash[:notice] = l(:notice_successful_create)
+      redirect_to_project_or_global
+    else
+      render :action => 'new', :layout => !request.xhr?
+    end
+  end
+
+  def edit
+  end
+
+  def update
+    @canned_response.attributes = params[:canned_response]
+    @canned_response.project = nil if params[:canned_response_is_for_all]
+    @canned_response.is_public = false unless User.current.allowed_to?(:manage_public_canned_responses, @project) || User.current.admin?
+
+    if @canned_response.save
+      flash[:notice] = l(:notice_successful_update)
+      redirect_to_project_or_global
+    else
+      render :action => 'edit'
+    end
+  end
+
+  def destroy
+    @canned_response.destroy
+    redirect_to_project_or_global
+  end
+
+private
+  def redirect_to_project_or_global
+    redirect_to @project ? settings_project_path(@project, :tab => 'helpdesk_canned_responses') : path_to_global_setting
+  end
+
+  def path_to_global_setting
+    {
+      :action =>"plugin",
+      :id => "redmine_contacts_helpdesk",
+      :controller => "settings",
+      :tab => 'canned_responses'
+    }
+  end
+
+  def find_issue
+    @issue = Issue.find(params[:issue_id])
+    @project = @issue.project
+  rescue ActiveRecord::RecordNotFound
+    render_404
+  end
+
+  def find_canned_response
+    @canned_response = CannedResponse.find(params[:id])
+    @project = @canned_response.project
+  rescue ActiveRecord::RecordNotFound
+    render_404
+  end
+
+end

plugins/redmine_contacts_helpdesk/app/controllers/helpdesk_controller.rb

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+class HelpdeskController < ApplicationController
+  unloadable
+
+  before_filter :find_project, :authorize, :except => [:email_note, :update_customer_email]
+
+  accept_api_auth :email_note, :create_ticket
+
+  def save_settings
+    if request.put?
+      set_settings
+      flash[:notice] = l(:notice_successful_update)
+    end
+
+    redirect_to :controller => 'projects', :action => 'settings', :tab => params[:tab] || 'helpdesk', :id => @project
+  end
+
+  def show_original
+    @attachment = Attachment.find(params[:id])
+    email = Mail.read(@attachment.diskfile)
+    part = email.text_part || email.html_part || email
+    body_charset = Mail::RubyVer.pick_encoding(part.charset).to_s rescue part.charset
+    plain_text_body = Redmine::CodesetUtil.to_utf8(part.body.decoded, body_charset)
+    headers = email.header.fields.map{|f| "#{f.name}: #{Mail::Encodings.unquote_and_convert_to(f.value, 'utf-8')}"}.join("\n")
+    @content = headers + "\n\n" + plain_text_body
+
+    render "attachments/file"
+  end
+
+  def delete_spam
+    if User.current.allowed_to?(:delete_issues, @project) && User.current.allowed_to?(:delete_contacts, @project)
+      begin
+        @issue = Issue.find(params[:issue_id])
+        @customer = @issue.customer
+      rescue ActiveRecord::RecordNotFound
+        render_404
+      end
+
+      ActiveRecord::Base.transaction do
+        ContactsSetting["helpdesk_blacklist", @project.id] = (ContactsSetting["helpdesk_blacklist", @project.id].split("\n") | [@issue.customer.primary_email.strip]).join("\n")
+        @customer.tickets.map(&:destroy)
+        @customer.destroy
+      end
+
+      respond_to do |format|
+        format.html { redirect_back_or_default(:controller => 'issues', :action => 'index', :project_id => @project) }
+        format.api  { render_api_ok }
+      end
+
+    else
+      deny_access
+    end
+  end
+
+  def email_note
+    raise Exception, "Param 'message' should be set" unless params[:message]
+    @issue = Issue.find(params[:message][:issue_id])
+
+    raise Exception, "Issue with ID: #{params[:message][:issue_id].to_i} should be present and relate to customer" if @issue.nil? || @issue.customer.nil?
+
+
+    @journal = @issue.init_journal(User.current)
+    @issue.status_id = params[:message][:status_id] if params[:message][:status_id].blank? && IssueStatus.find_by_id(params[:message][:status_id])
+    @journal.notes = params[:message][:content]
+    @issue.save!
+
+    contact = @issue.customer
+
+    HelpdeskMailer.with_activated_perform_deliveries do
+      if HelpdeskMailer.issue_response(contact, @journal, params).deliver
+
+        @journal_message = JournalMessage.create(:from_address => "",
+                                                :to_address => contact.primary_email.downcase,
+                                                :is_incoming => false,
+                                                :message_date => Time.now,
+                                                :contact => contact,
+                                                :journal => @journal)
+      end
+    end
+
+    respond_to do |format|
+      format.api { render :action => 'show', :status => :created }
+    end
+
+  rescue Exception => e
+    respond_to do |format|
+      format.api  do
+        @error_messages = [e.message]
+        render :template => 'common/error_messages.api', :status => :unprocessable_entity, :layout => nil
+      end
+    end
+  end
+
+  def create_ticket
+    raise Exception, "Param 'ticket' should be set" if params[:ticket].blank?
+    @issue = Issue.new
+    @issue.project = @project
+    @issue.author ||= User.current
+    @issue.safe_attributes = params[:ticket][:issue]
+    raise Exception, "Contact should have email address" unless params[:ticket][:contact] || params[:ticket][:contact][:email]
+
+    @contact = Contact.find_by_emails([params[:ticket][:contact][:email]]).first
+    @contact ||= Contact.new(params[:ticket][:contact])
+    @contact.projects << @project
+
+    helpdesk_ticket = HelpdeskTicket.new(:from_address => @contact.primary_email,
+                                        :to_address => '',
+                                        :ticket_date => Time.now,
+                                        :customer => @contact,
+                                        :is_incoming => true,
+                                        :issue => @issue,
+                                        :source => HelpdeskTicket::HELPDESK_WEB_SOURCE)
+
+    @issue.helpdesk_ticket = helpdesk_ticket
+    @issue.assigned_to = @contact.find_assigned_user(@project, @issue.assigned_to)
+    @issue.save_attachments(params[:attachments] || (params[:ticket][:issue] && params[:ticket][:issue][:uploads]))
+    if @issue.save
+      HelpdeskMailer.auto_answer(@contact, @issue).deliver if HelpdeskSettings["helpdesk_send_notification", @project].to_i > 0
+
+      respond_to do |format|
+        format.api  { redirect_on_create(params) }
+      end
+    else
+      raise Exception, "Can't create issue: #{@issue.errors.full_messages}"
+    end
+
+  rescue Exception => e
+    respond_to do |format|
+      format.api  do
+        @error_messages = [e.message]
+        HelpdeskLogger.error  "API Create Ticket Error: #{e.message}" if HelpdeskLogger
+        render :template => 'common/error_messages.api', :status => :unprocessable_entity, :layout => nil
+      end
+    end
+  end
+
+  def get_mail
+    set_settings
+
+    msg_count = HelpdeskMailer.check_project(@project.id)
+
+    respond_to do |format|
+      format.js do
+        @message = "<div class='flash notice'> #{l(:label_helpdesk_get_mail_success, :count => msg_count)} </div>"
+        flash.discard
+      end
+      format.html {redirect_to :back}
+    end
+  rescue Exception => e
+     respond_to do |format|
+       format.js do
+         @message = "<div class='flash error'> Error: #{e.message} </div>"
+         Rails.logger.error "Helpdesk MailHandler Error: #{e.message}" if Rails.logger && Rails.logger.error
+         flash.discard
+       end
+       format.html {redirect_to :back}
+     end
+
+  end
+
+  def update_customer_email
+    @journal = Journal.find(params[:journal_id])
+    @issue   = @journal.journalized
+    @project = @issue.project
+    @display = HelpdeskSettings[:send_note_by_default, @project] ? 'inline' : 'none'
+    if @journal.is_incoming?
+      @contact = @journal.contact
+      @email   = @journal.journal_message.from_address
+      from_address = HelpdeskSettings['helpdesk_answer_from', @issue.project].blank? ? Setting.mail_from : HelpdeskSettings['helpdesk_answer_from', @issue.project]
+      @cc_emails = (@issue.helpdesk_ticket.cc_addresses + @journal.journal_message.cc_address.split(',') - [@email, from_address]).uniq
+    else
+      @contact = @issue.helpdesk_ticket.last_reply_customer
+      @email   = @issue.helpdesk_ticket.default_to_address
+      @cc_emails = @issue.helpdesk_ticket.cc_addresses - [@email]
+    end
+  end
+
+  private
+
+  def find_project
+    project_id = params[:project_id] || (params[:ticket] && params[:ticket][:issue] && params[:ticket][:issue][:project_id])
+    @project = Project.find(project_id)
+  rescue ActiveRecord::RecordNotFound
+    render_404
+  end
+
+  def set_settings
+    set_settings_param("helpdesk_answer_from")
+    set_settings_param("helpdesk_send_notification")
+    set_settings_param("helpdesk_is_not_create_contacts")
+    set_settings_param("helpdesk_created_contact_tag")
+    set_settings_param("helpdesk_blacklist")
+    set_settings_param("helpdesk_emails_header")
+    set_settings_param("helpdesk_answer_subject")
+    set_settings_param("helpdesk_first_answer_subject")
+    set_settings_param("helpdesk_first_answer_template")
+    set_settings_param("helpdesk_emails_footer")
+    set_settings_param("helpdesk_answered_status")
+    set_settings_param("helpdesk_reopen_status")
+    set_settings_param("helpdesk_tracker")
+    set_settings_param("helpdesk_assigned_to")
+    set_settings_param("helpdesk_lifetime")
+
+    set_settings_param(:helpdesk_protocol)
+    set_settings_param(:helpdesk_host)
+    set_settings_param(:helpdesk_port)
+    set_settings_param(:helpdesk_password)
+    set_settings_param(:helpdesk_username)
+
+    set_settings_param(:helpdesk_use_ssl)
+    set_settings_param(:helpdesk_imap_folder)
+    set_settings_param(:helpdesk_move_on_success)
+    set_settings_param(:helpdesk_move_on_failure)
+    set_settings_param(:helpdesk_apop)
+    set_settings_param(:helpdesk_delete_unprocessed)
+
+    set_settings_param(:helpdesk_smtp_use_default_settings)
+    set_settings_param(:helpdesk_smtp_server)
+    set_settings_param(:helpdesk_smtp_domain)
+    set_settings_param(:helpdesk_smtp_port)
+    set_settings_param(:helpdesk_smtp_authentication)
+    set_settings_param(:helpdesk_smtp_username)
+    set_settings_param(:helpdesk_smtp_password)
+    set_settings_param(:helpdesk_smtp_tls)
+    set_settings_param(:helpdesk_smtp_ssl)
+
+  end
+
+  def set_settings_param(param)
+    if param == :helpdesk_password || param == :helpdesk_smtp_password
+      ContactsSetting[param, @project.id] = params[param] if params[param] && !params[param].blank?
+    else
+      ContactsSetting[param, @project.id] = params[param] if params[param]
+    end
+  end
+
+  def redirect_on_create(options)
+    if options[:redirect_on_success].to_s.match('^(http|https):\/\/')
+      redirect_to options[:redirect_on_success].to_s
+    else
+      render :text => "Issue #{@issue.id} created", :status => :created, :location => issue_url(@issue)
+    end
+  end
+
+end

plugins/redmine_contacts_helpdesk/app/controllers/helpdesk_mailer_controller.rb

@@ -0,0 +1,44 @@
+class HelpdeskMailerController < ActionController::Base
+  unloadable
+  before_filter :check_credential
+
+  # Submits an incoming email to ContactsMailer
+  def index
+    options = params.dup
+    if options[:issue].present?
+      project = Project.find_by_identifier(options[:issue][:project])
+      options = HelpdeskMailer.get_issue_options(options, project.id) if project
+    end
+    email = options.delete(:email)
+    if HelpdeskMailer.receive(email, options)
+      render :nothing => true, :status => :created
+    else
+      render :nothing => true, :status => :unprocessable_entity
+    end
+  end
+
+  def get_mail
+    msg_count = 0
+    errors = []
+    Project.active.has_module(:contacts_helpdesk).each do |project|
+      begin
+        msg_count += HelpdeskMailer.check_project(project.id)
+      rescue Exception => e
+        errors << e.message
+      end
+
+    end
+
+    render :status => :ok,  :text => {:count => msg_count, :errors => errors}.to_json
+
+  end
+
+  private
+
+  def check_credential
+    User.current = nil
+    unless Setting.mail_handler_api_enabled? && params[:key].to_s == Setting.mail_handler_api_key
+      render :text => 'Access denied. Incoming emails WS is disabled or key is invalid.', :status => 403
+    end
+  end
+end

plugins/redmine_contacts_helpdesk/app/controllers/helpdesk_reports_controller.rb

@@ -0,0 +1,35 @@
+class HelpdeskReportsController < ApplicationController
+  unloadable
+  menu_item :issues
+
+  helper :helpdesk
+  helper :queries
+  include QueriesHelper
+
+  before_filter :find_optional_project, :authorize_global
+
+  def show
+    retrieve_reports_query
+    @collector = HelpdeskDataCollectorManager.new(@report).collect_data(@query)
+    return render_404 unless @collector
+    respond_to do |format|
+      format.html
+    end
+  end
+
+  private
+
+  def retrieve_reports_query
+    @report = params[:report] || 'first_response_time'
+    report_query_class = @report == 'first_response_time' ? HelpdeskReportsFirstResponseQuery : HelpdeskReportsBusiestTimeQuery
+    if params[:set_filter] || session[:helpdesk_reports_query].nil? || session[:helpdesk_reports_query][:project_id] != (@project ? @project.id : nil)
+      @query = report_query_class.new(:name => '_', :project => @project)
+      params.merge!('f' => ['message_date'], 'op' => { 'message_date' => 'm' }) if params['f'].nil? || params['f'].all?(&:blank?)
+      @query.build_from_params(params)
+      @query[:filters] = { 'message_date' => { :operator => 'm', :values => [''] } } unless @query[:filters]
+      session[:helpdesk_reports_query] = { :project_id => @query.project_id, :filters => @query.filters || {} }
+    else
+      @query = report_query_class.new(:name => '_', :project => @project, :filters => session[:helpdesk_reports_query][:filters] || {})
+    end
+  end
+end

plugins/redmine_contacts_helpdesk/app/controllers/helpdesk_search_controller.rb

@@ -0,0 +1,201 @@
+class HelpdeskSearchController < ApplicationController
+  unloadable
+
+  accept_api_auth :ticket_by_issue, :issues_by_contact, :messages_by_issue, :contact_timeline
+
+  before_filter :require_login
+
+  def usage
+    # Human/browser probes often stop at /helpdesk_search/issues. Return a
+    # machine-readable usage response instead of letting Rails raise a route
+    # exception that looks like an application failure in production.log.
+    render :json => {
+      :helpdesk_search => {
+        :ticket_by_issue => '/helpdesk_search/issues/:issue_id/ticket',
+        :ticket_by_issue_alias => '/helpdesk_search/issues/:issue_id',
+        :issues_by_contact => '/helpdesk_search/contacts/:contact_id/issues',
+        :messages_by_issue => '/helpdesk_search/issues/:issue_id/messages',
+        :contact_timeline => '/helpdesk_search/contacts/:contact_id/timeline'
+      }
+    }, :status => :bad_request
+  end
+
+  def ticket_by_issue
+    issue = Issue.find(params[:issue_id])
+    return unless authorize_helpdesk_project!(issue.project)
+
+    ticket = HelpdeskTicket.where(:issue_id => issue.id).first
+    unless ticket
+      render_404
+      return
+    end
+
+    render :json => {:helpdesk_ticket => serialize_ticket(ticket)}
+  rescue ActiveRecord::RecordNotFound
+    render_404
+  end
+
+  def issues_by_contact
+    contact = Contact.find(params[:contact_id])
+    tickets = HelpdeskTicket.
+      includes(:issue => [:project, :status, :tracker, :assigned_to]).
+      where(:contact_id => contact.id).
+      order("#{HelpdeskTicket.table_name}.ticket_date DESC").
+      limit(api_limit)
+
+    render :json => {
+      :contact_id => contact.id,
+      :issues => tickets.map { |ticket| serialize_ticket_issue(ticket) }.compact
+    }
+  rescue ActiveRecord::RecordNotFound
+    render_404
+  end
+
+  def messages_by_issue
+    issue = Issue.find(params[:issue_id])
+    return unless authorize_helpdesk_project!(issue.project)
+
+    messages = JournalMessage.
+      includes(:contact, :journal).
+      joins(:journal).
+      where(:journals => {:journalized_type => 'Issue', :journalized_id => issue.id}).
+      order("#{JournalMessage.table_name}.message_date ASC").
+      limit(api_limit)
+
+    render :json => {
+      :issue_id => issue.id,
+      :journal_messages => messages.map { |message| serialize_journal_message(message) }
+    }
+  rescue ActiveRecord::RecordNotFound
+    render_404
+  end
+
+  def contact_timeline
+    contact = Contact.find(params[:contact_id])
+    tickets = HelpdeskTicket.
+      includes(:issue => [:project, :status, :tracker]).
+      where(:contact_id => contact.id).
+      order("#{HelpdeskTicket.table_name}.ticket_date DESC").
+      limit(api_limit)
+
+    messages = JournalMessage.
+      includes(:contact, :journal).
+      where(:contact_id => contact.id).
+      order("#{JournalMessage.table_name}.message_date DESC").
+      limit(api_limit)
+
+    events = []
+    tickets.each do |ticket|
+      next unless visible_issue?(ticket.issue)
+      events << serialize_ticket(ticket).merge(:type => 'helpdesk_ticket', :date => iso8601(ticket.ticket_date))
+    end
+
+    messages.each do |message|
+      issue = message_issue(message)
+      next unless visible_issue?(issue)
+      events << serialize_journal_message(message).merge(:type => 'journal_message', :date => iso8601(message.message_date))
+    end
+
+    events.sort_by! { |event| event[:date].to_s }
+    events.reverse!
+
+    render :json => {
+      :contact_id => contact.id,
+      :timeline => events.first(api_limit)
+    }
+  rescue ActiveRecord::RecordNotFound
+    render_404
+  end
+
+  private
+
+  def authorize_helpdesk_project!(project)
+    # Search endpoints expose customer/email context, so they reuse the native
+    # per-project helpdesk visibility permission instead of adding a new role.
+    return true if project && User.current.allowed_to?(:view_helpdesk_tickets, project)
+    deny_access
+    false
+  end
+
+  def visible_issue?(issue)
+    issue && issue.project && User.current.allowed_to?(:view_helpdesk_tickets, issue.project)
+  end
+
+  def api_limit
+    requested_limit = params[:limit].present? ? params[:limit].to_i : 100
+    [[requested_limit, 1].max, 200].min
+  end
+
+  def serialize_ticket_issue(ticket)
+    issue = ticket.issue
+    return nil unless visible_issue?(issue)
+
+    serialize_ticket(ticket).merge(
+      :issue => {
+        :id => issue.id,
+        :project_id => issue.project_id,
+        :tracker_id => issue.tracker_id,
+        :tracker_name => issue.tracker.try(:name),
+        :status_id => issue.status_id,
+        :status_name => issue.status.try(:name),
+        :assigned_to_id => issue.assigned_to_id,
+        :assigned_to_name => issue.assigned_to.try(:name),
+        :subject => issue.subject,
+        :created_on => iso8601(issue.created_on),
+        :updated_on => iso8601(issue.updated_on)
+      }
+    )
+  end
+
+  def serialize_ticket(ticket)
+    {
+      :id => ticket.id,
+      :issue_id => ticket.issue_id,
+      :contact_id => ticket.contact_id,
+      :message_id => ticket.message_id,
+      :source => ticket.source,
+      :is_incoming => ticket.is_incoming?,
+      :from_address => ticket.from_address,
+      :to_address => ticket.to_address,
+      :cc_address => ticket.cc_address,
+      :ticket_date => iso8601(ticket.ticket_date)
+    }
+  end
+
+  def serialize_journal_message(message)
+    journal = message.journal
+    issue = message_issue(message)
+
+    # Keep this API metadata-only. The external indexer can fetch journal.notes
+    # with its own read policy; this endpoint should not leak message bodies,
+    # private notes, attachments, or BCC addresses by accident.
+    {
+      :id => message.id,
+      :journal_id => message.journal_id,
+      :issue_id => issue.try(:id),
+      :project_id => issue.try(:project_id),
+      :contact_id => message.contact_id,
+      :message_id => message.message_id,
+      :source => message.source,
+      :is_incoming => message.is_incoming?,
+      :from_address => message.from_address,
+      :to_address => message.to_address,
+      :cc_address => message.cc_address,
+      :has_bcc_address => message.bcc_address.present?,
+      :message_date => iso8601(message.message_date),
+      :journal_user_id => journal.try(:user_id),
+      :journal_private_notes => journal.try(:private_notes?),
+      :journal_has_notes => journal.try(:notes).present?
+    }
+  end
+
+  def message_issue(message)
+    journal = message.journal
+    return nil unless journal
+    journal.try(:issue) || journal.try(:journalized)
+  end
+
+  def iso8601(value)
+    value.try(:utc).try(:iso8601)
+  end
+end

plugins/redmine_contacts_helpdesk/app/controllers/helpdesk_tickets_controller.rb

@@ -0,0 +1,67 @@
+class HelpdeskTicketsController < ApplicationController
+  unloadable
+
+  before_filter :find_issue, :except => :destroy
+  before_filter :find_helpdesk_ticket, :only => :destroy
+  before_filter :authorize
+
+  helper :helpdesk
+
+  def edit
+    @show_form = "true"
+    respond_to do |format|
+      format.js
+    end
+  end
+
+  def update
+    @helpdesk_ticket.attributes = params[:helpdesk_ticket]
+    @helpdesk_ticket.cc_address = params[:helpdesk_ticket][:cc_address].reject(&:empty?).join(',') if params[:helpdesk_ticket][:cc_address]
+    @helpdesk_ticket.issue = @issue
+    @helpdesk_ticket.from_address = @helpdesk_ticket.customer.primary_email if @helpdesk_ticket.customer
+
+    if @helpdesk_ticket.save
+      flash[:notice] = l(:notice_successful_update)
+      respond_to do |format|
+        format.html { redirect_back_or_default({:controller => 'issues', :action => 'show', :id => @issue}) }
+        format.api  { render_api_ok }
+      end
+    else
+      flash[:error] = @helpdesk_ticket.errors.full_messages.flatten.join("\n")
+      respond_to do |format|
+        format.html { redirect_back_or_default({:controller => 'issues', :action => 'show', :id => @issue}) }
+        format.api  { render_validation_errors(@helpdesk_ticket) }
+      end
+    end
+  end
+
+  def destroy
+    if @helpdesk_ticket.destroy
+      flash[:notice] = l(:notice_successful_delete)
+      respond_to do |format|
+        format.html { redirect_back_or_default({:controller => 'issues', :action => 'show', :id => @issue}) }
+        format.api { render_api_ok }
+      end
+    else
+      flash[:error] = l(:notice_unsuccessful_save)
+    end
+  end
+
+private
+  def find_helpdesk_ticket
+    @helpdesk_ticket = HelpdeskTicket.find(params[:id])
+    @issue = @helpdesk_ticket.issue
+    @project = @issue.project if @issue
+  rescue ActiveRecord::RecordNotFound
+    render_404
+  end
+
+  def find_issue
+    @issue = Issue.find(params[:issue_id])
+    @project = @issue.project
+    @helpdesk_ticket = @issue.helpdesk_ticket || HelpdeskTicket.new(:ticket_date => Time.now, :issue => @issue)
+  rescue ActiveRecord::RecordNotFound
+    render_404
+  end
+
+end

plugins/redmine_contacts_helpdesk/app/controllers/helpdesk_votes_controller.rb

@@ -0,0 +1,46 @@
+class HelpdeskVotesController < ApplicationController
+  unloadable
+  layout 'public_tickets'
+  skip_before_filter :check_if_login_required
+  before_filter :find_ticket, :authorize_ticket
+  before_filter :fill_data
+
+  helper :issues
+
+  def vote
+    @ticket.update_vote(params[:vote], params[:vote_comment]) if params[:vote]
+  end
+
+  def fast_vote
+    if RedmineHelpdesk.vote_comment_allow?
+      @ticket.vote = params[:vote] if params[:vote]
+      render :action => "show"
+    else
+      @ticket.update_vote(params[:vote]) if params[:vote]
+      render :action => "vote"
+    end
+  end
+
+private
+
+  def find_ticket
+    @ticket = HelpdeskTicket.find(params[:id])
+    @issue = @ticket.issue
+    @project = @issue.project
+  rescue ActiveRecord::RecordNotFound
+    render_404
+  end
+
+  def authorize_ticket(action = params[:action])
+    allow = true
+    allow &&= (@ticket.token == params[:hash]) && RedmineHelpdesk.vote_allow?
+    allow &&= !@issue.is_private
+    render_404 unless allow
+  end
+
+  def fill_data
+    @previous_tickets = @ticket.customer.tickets.where(:is_private => false).includes([:status, :helpdesk_ticket]).order_by_status
+    @total_spent_hours = @previous_tickets.map.sum(&:total_spent_hours)
+  end
+
+end

plugins/redmine_contacts_helpdesk/app/controllers/helpdesk_widget_controller.rb

@@ -0,0 +1,206 @@
+class HelpdeskWidgetController < ApplicationController
+  unloadable
+  layout false
+  helper :custom_fields
+  protect_from_forgery :except => [:widget, :load_form, :load_custom_fields, :avatar, :create_ticket, :iframe]
+  skip_before_filter :check_if_login_required, :only => [:widget, :load_form, :load_custom_fields, :avatar, :create_ticket, :iframe]
+
+  before_filter :prepare_data, :only => [:load_custom_fields, :create_ticket]
+  after_filter :set_access_control_header
+
+  def load_form
+    render :json => schema.to_json
+  end
+
+  def load_custom_fields
+    @issue = @project.issues.build(:tracker => @tracker) if @tracker
+    @enabled_cf = HelpdeskSettings["helpdesk_widget_available_custom_fields", nil]
+  end
+
+  def avatar
+    user = User.where(:login => params[:login]).first
+    return render :nothing => true, :status => 404 unless user
+    if user.try(:avatar).nil?
+      avatar_thumb, avatar_type = gravatar_avatar(user) if Setting.gravatar_enabled?
+    else
+      avatar_thumb, avatar_type = local_avatar(user.avatar)
+    end
+    return render :nothing => true, :status => 404 unless avatar_thumb
+    send_avatar(avatar_thumb, avatar_type)
+  end
+
+  def send_avatar(avatar_thumb, avatar_type)
+    send_file avatar_thumb, :filename => (request.env['HTTP_USER_AGENT'] =~ %r{MSIE} ? ERB::Util.url_encode(params[:login]) : params[:login]),
+                            :type => avatar_type,
+                            :disposition => 'inline'
+  end
+
+  def gravatar_avatar(user)
+    email = user.mail if user.respond_to?(:mail)
+    email = user.to_s[/<(.+?)>/, 1] unless email
+    return [nil, nil] unless email
+    default = Setting.gravatar_default ? CGI::escape(Setting.gravatar_default) : ''
+    temp_file = Tempfile.new([user.login, '.jpeg'])
+    temp_file.binmode
+    open("http://www.gravatar.com/avatar/#{Digest::MD5.hexdigest(email)}?rating=PG&size=54&default=#{default}") do |url_file|
+      temp_file.write(url_file.read)
+    end
+    temp_file.rewind
+    [temp_file, 'image/jpeg']
+  end
+
+  def local_avatar(user_avatar)
+    return nil unless user_avatar.readable? || user_avatar.thumbnailable?
+    if (defined?(RedmineContacts::Thumbnail) == 'constant') && Redmine::Thumbnail.convert_available?
+      target = File.join(user_avatar.class.thumbnails_storage_path, "#{user_avatar.id}_#{user_avatar.digest}_54x54.thumb")
+      thumbnail = RedmineContacts::Thumbnail.generate(user_avatar.diskfile, target, '54x54')
+    elsif Redmine::Thumbnail.convert_available?
+      thumbnail = user_avatar.thumbnail(:size => '54x54')
+    else
+      thumbnail = user_avatar.diskfile
+    end
+    [thumbnail, detect_content_type(user_avatar)]
+  end
+
+  def create_ticket
+    @issue = prepare_issue
+    @issue.helpdesk_ticket = prepare_helpdesk_ticket
+    result =
+    if valid_email? && @issue.save
+      save_attachment(@issue)
+      HelpdeskMailer.auto_answer(@issue.helpdesk_ticket.customer, @issue).deliver if HelpdeskSettings["helpdesk_send_notification", @project].to_i > 0
+      { :result => true, :errors => [] }
+    else
+      { :result => false, :errors => prepared_errors }
+    end
+    render :json => result
+  end
+
+  private
+
+  def prepare_data
+    @project = Project.find(params[:project_id])
+    @tracker = @project.trackers.where(:id => params[:tracker_id]).first
+  end
+
+  def schema
+    if HelpdeskSettings["helpdesk_widget_enable", nil].to_i > 0
+      projects = Project.has_module('contacts_helpdesk').where(:id => HelpdeskSettings[:helpdesk_widget_available_projects, nil])
+    else
+      projects = []
+    end
+    data_schema = {}
+    data_schema[:projects] = Hash[projects.map { |project| [project.name.capitalize, project.id] }]
+    data_schema[:projects_data] = {}
+    projects.each do |project|
+      data_schema[:projects_data][project.id] = {}
+      if HelpdeskSettings["helpdesk_tracker", project] && HelpdeskSettings["helpdesk_tracker", project] != 'all'
+        data_schema[:projects_data][project.id][:trackers] = Hash[Tracker.where(id: HelpdeskSettings["helpdesk_tracker", project])
+                                                                         .map { |tracker| [tracker.name, tracker.id] }]
+      else
+        data_schema[:projects_data][project.id][:trackers] = Hash[project.trackers.map { |tracker| [tracker.name, tracker.id] }]
+      end
+    end
+    data_schema[:custom_fields] = Hash[IssueCustomField.where(id: HelpdeskSettings["helpdesk_widget_available_custom_fields", nil])
+                                                       .map { |custom_field| [custom_field.name, custom_field.id] }]
+    data_schema[:avatar] = HelpdeskSettings[:helpdesk_widget_avatar_login, nil]
+    data_schema
+  end
+
+  def prepared_errors
+    errors_hash = @issue.errors.dup
+    # Username
+    if errors_hash[:'helpdesk_ticket.customer.first_name'].present?
+      @issue.errors.delete(:'helpdesk_ticket.customer.first_name')
+      @issue.errors[:username] = errors_hash[:'helpdesk_ticket.customer.first_name'].collect { |error| ['Username', error].join(' ') }
+    end
+
+    # Subject
+    if errors_hash[:subject].present?
+      errors = errors_hash[:subject].collect { |error| ['Subject', error].join(' ') }
+      @issue.errors[:subject].clear
+      @issue.errors[:subject] = errors
+    end
+
+    # Description
+    if params[:issue][:description].empty?
+      @issue.errors[:description] = I18n.t(:label_helpdesk_widget_ticket_error_description)
+    end
+
+    # Nested objects
+    if errors_hash[:'helpdesk_ticket.customer.projects'].present?
+      @issue.errors.delete(:'helpdesk_ticket.customer.projects')
+    end
+    @issue.errors
+  end
+
+  def prepare_issue
+    redmine_user = User.where(id: params[:redmine_user]).first
+    author = redmine_user.present? && redmine_user.allowed_to?(:edit_helpdesk_tickets, @project) ? redmine_user : User.anonymous
+    issue = @project.issues.build(:tracker => @tracker, :author => author)
+    issue.safe_attributes = params[:issue].deep_dup
+    issue.assigned_to = widget_contact.find_assigned_user(@project, HelpdeskSettings["helpdesk_assigned_to", @project])
+    issue
+  end
+
+  def prepare_helpdesk_ticket
+    HelpdeskTicket.new(:from_address => params[:email],
+                       :ticket_date  => Time.now,
+                       :customer => widget_contact,
+                       :issue => @issue,
+                       :source => HelpdeskTicket::HELPDESK_WEB_SOURCE)
+  end
+
+  def save_attachment(issue)
+    return unless params[:attachment].present?
+    attachment_hash = split_base64(params[:attachment])
+    attachment = Attachment.new(file: Base64.decode64(attachment_hash[:data]))
+    attachment.filename = params[:attachment_name] || [Redmine::Utils.random_hex(16), attachment_hash[:extension]].join('.')
+    attachment.content_type = attachment_hash[:type]
+    attachment.author = User.anonymous
+    issue.attachments << attachment
+    issue.save
+  end
+
+  def split_base64(uri)
+    matcher = uri.match(/^data:(.*?)\;(.*?),(.*)$/)
+    { type:      matcher[1],
+      encoder:   matcher[2],
+      data:      matcher[3],
+      extension: matcher[1].split('/')[1] }
+  end
+
+  def widget_contact
+    return @widget_contact if @widget_contact
+    contacts = Contact.find_by_emails([params[:email]])
+    return @widget_contact = contacts.first if contacts.any?
+    @widget_contact = Contact.new(:email => params[:email])
+    @widget_contact.first_name, @widget_contact.last_name = params[:username].split(' ')
+    @widget_contact.projects << @project
+    @widget_contact
+  end
+
+  def set_access_control_header
+    headers['Access-Control-Allow-Origin'] = '*'
+    headers['X-Frame-Options'] = '*'
+  end
+
+  def valid_email?
+    if params[:email].empty?
+      @issue.errors[:email] = 'Email cannot be empty'
+      return false
+    elsif params[:email].match(/\A([\w\.\+\-]+)@([\w\-]+\.)+([\w]{2,})\z/i).nil?
+      @issue.errors[:email] = 'Email is incorrect'
+      return false
+    end
+    true
+  end
+
+  def detect_content_type(attachment)
+    content_type = attachment.content_type
+    if content_type.blank?
+      content_type = Redmine::MimeType.of(attachment.filename)
+    end
+    content_type.to_s
+  end
+end

plugins/redmine_contacts_helpdesk/app/controllers/mail_fetcher_controller.rb

@@ -0,0 +1,89 @@
+class MailFetcherController < ApplicationController
+  unloadable
+  require 'timeout'
+
+  before_filter :check_credential
+
+  def receive_imap
+      imap_options = {:host => params['host'],
+                      :port => params['port'],
+                      :ssl => params['ssl'],
+                      :username => params['username'],
+                      :password => params['password'],
+                      :folder => params['folder'],
+                      :move_on_success => params['move_on_success'],
+                      :move_on_failure => params['move_on_failure']}
+
+      options = { :issue => {} }
+      %w(project status tracker category priority).each { |a| options[:issue][a.to_sym] = params[a] if params[a] }
+      options[:allow_override] = params['allow_override'] if params['allow_override']
+      options[:unknown_user] = params['unknown_user'] if params['unknown_user']
+      options[:no_permission_check] = params['no_permission_check'] if params['no_permission_check']
+
+    begin
+      Timeout::timeout(15){ Redmine::IMAP.check(imap_options, options) }
+    rescue Exception => e
+      @error_messages = [e.message]
+    end
+
+
+    if @error_messages.blank?
+      respond_to do |format|
+        format.html { render :nothing => true, :status => :ok }
+        format.api { render_api_ok }
+      end    
+    else
+      respond_to do |format|
+        format.html { render :text => @error_messages, :status => :unprocessable_entity, :layout => nil }
+        format.api { render :template => 'common/error_messages.api', :status => :unprocessable_entity, :layout => nil}
+      end    
+    end
+    
+  end
+
+  def receive_pop3
+    pop_options  = {:host => params['host'],
+                    :port => params['port'],
+                    :apop => params['apop'],
+                    :username => params['username'],
+                    :password => params['password'],
+                    :delete_unprocessed => params['delete_unprocessed']}
+
+    options = { :issue => {} }
+    %w(project status tracker category priority).each { |a| options[:issue][a.to_sym] = params[a] if params[a] }
+    options[:allow_override] = params['allow_override'] if params['allow_override']
+    options[:unknown_user] = params['unknown_user'] if params['unknown_user']
+    options[:no_permission_check] = params['no_permission_check'] if params['no_permission_check']
+
+    begin
+      Timeout::timeout(15){ Redmine::POP3.check(pop_options, options) }
+    rescue Exception => e
+      @error_messages = [e.message]
+    end
+
+
+    if @error_messages.blank?
+      respond_to do |format|
+        format.html { render :nothing => true, :status => :ok }
+        format.api { render_api_ok }
+      end    
+    else
+      respond_to do |format|
+        format.html { render :text => @error_messages, :status => :unprocessable_entity, :layout => nil }
+        format.api { render :template => 'common/error_messages.api', :status => :unprocessable_entity, :layout => nil}
+      end    
+    end
+    
+
+  end
+
+  private
+
+  def check_credential
+    User.current = nil
+    unless Setting.mail_handler_api_enabled? && params[:key].to_s == Setting.mail_handler_api_key
+      render :text => 'Access denied. Incoming emails WS is disabled or key is invalid.', :status => 403
+    end
+  end  
+
+end

plugins/redmine_contacts_helpdesk/app/controllers/public_tickets_controller.rb

@@ -0,0 +1,81 @@
+class PublicTicketsController < ApplicationController
+  unloadable
+  layout 'public_tickets'
+
+  skip_before_filter :check_if_login_required
+  before_filter :find_ticket, :authorize_ticket
+
+  helper :issues
+  helper :attachments
+  helper :journals
+  helper :custom_fields
+
+  def show
+    @previous_tickets = @ticket.customer.tickets.where(:is_private => false).includes([:status, :helpdesk_ticket]).order_by_status
+
+    @total_spent_hours = @previous_tickets.map.sum(&:total_spent_hours)
+
+    @journals = @issue.journals.includes(:user).
+      includes(:details).
+      order("#{Journal.table_name}.created_on ASC").
+      where(:private_notes => false).
+      where("EXISTS (SELECT * FROM #{JournalMessage.table_name} WHERE #{JournalMessage.table_name}.journal_id = #{Journal.table_name}.id)")
+    @journals = @journals.each_with_index {|j,i| j.indice = i+1}.to_a
+    @journals.reverse! if User.current.wants_comments_in_reverse_order?
+    @journal = @issue.journals.new
+
+    @allowed_statuses = @issue.new_statuses_allowed_to(User.current)
+    @edit_allowed = User.current.allowed_to?(:edit_issues, @project)
+    @priorities = IssuePriority.active
+    @time_entry = TimeEntry.new(:issue => @issue, :project => @issue.project)
+    prepend_view_path "app/views/issues"
+
+  end
+
+  def add_comment
+    @journal = @issue.journals.new(params[:journal])
+    @issue.status_id = HelpdeskSettings["helpdesk_reopen_status",  @issue.project_id] unless HelpdeskSettings["helpdesk_reopen_status",  @issue.project_id].blank?
+    @journal.user = User.current
+    @journal.journal_message = JournalMessage.new(:from_address => @ticket.customer_email,
+                                                  :contact => @ticket.customer,
+                                                  :journal => @journal,
+                                                  :is_incoming => true,
+                                                  :message_date => Time.now)
+    if @issue.save
+      flash[:notice] = l(:notice_successful_create)
+      @journal.save
+    end
+    redirect_back_or_default(public_ticket_path(@ticket, @ticket.token))
+  end
+
+  def render_404(options={})
+    @message = l(:notice_file_not_found)
+    respond_to do |format|
+      format.html {
+        render :template => 'common/error', :status => 404
+      }
+      format.any { head 404 }
+    end
+    return false
+  end
+
+
+  private
+
+  def find_ticket
+    @ticket = HelpdeskTicket.find(params[:id])
+    @issue = @ticket.issue
+    @project = @issue.project
+  rescue ActiveRecord::RecordNotFound
+    render_404
+  end
+
+  def authorize_ticket(action = params[:action])
+    allow = true
+    allow &&= RedmineHelpdesk.public_comments? if (action.to_s == "add_comment")
+    allow &&= (@ticket.token == params[:hash]) && RedmineHelpdesk.public_tickets?
+    allow &&= !@issue.is_private
+    render_404 unless allow
+  end
+
+end

plugins/redmine_contacts_helpdesk/app/helpers/helpdesk_helper.rb

@@ -0,0 +1,83 @@
+module HelpdeskHelper
+  def helpdesk_ticket_source_icon(helpdesk_ticket)
+    case helpdesk_ticket.source
+    when HelpdeskTicket::HELPDESK_EMAIL_SOURCE
+      "icon-email"
+    when HelpdeskTicket::HELPDESK_PHONE_SOURCE
+      "icon-call"
+    when HelpdeskTicket::HELPDESK_WEB_SOURCE
+      "icon-web"
+    when HelpdeskTicket::HELPDESK_TWITTER_SOURCE
+      "icon-twitter"
+    else
+      "icon-helpdesk"
+    end
+  end
+
+  def helpdesk_tickets_source_for_select
+    [[l(:label_helpdesk_tickets_email), HelpdeskTicket::HELPDESK_EMAIL_SOURCE.to_s],
+     [l(:label_helpdesk_tickets_phone), HelpdeskTicket::HELPDESK_PHONE_SOURCE.to_s],
+     [l(:label_helpdesk_tickets_web), HelpdeskTicket::HELPDESK_WEB_SOURCE.to_s],
+     [l(:label_helpdesk_tickets_conversation), HelpdeskTicket::HELPDESK_CONVERSATION_SOURCE.to_s]
+    ]
+  end
+
+  def helpdesk_send_as_for_select
+    [[l(:label_helpdesk_not_send), ''],
+     [l(:label_helpdesk_send_as_notification), HelpdeskTicket::SEND_AS_NOTIFICATION.to_s],
+     [l(:label_helpdesk_send_as_message), HelpdeskTicket::SEND_AS_MESSAGE.to_s]
+    ]
+  end
+
+  def show_customer_vote(vote, comment)
+    case vote
+    when 2
+      generate_vote_link(vote, 'icon-awesome', comment)
+    when 1
+      generate_vote_link(vote, 'icon-justok', comment)
+    when 0
+      generate_vote_link(vote, 'icon-notgood', comment)
+    end
+  end
+
+  def generate_vote_link(vote, vote_class, title)
+    "<div class='icon #{ vote_class }' title='#{ title }'>#{ HelpdeskTicket.vote_message(vote) }</div>".html_safe
+  end
+
+  def render_helpdesk_chart(report_name, issues_scope)
+    render :partial => 'helpdesk_reports/chart', :locals => { :report => report_name, :issues_scope => issues_scope }
+  end
+
+  def helpdesk_time_label(seconds)
+    hours, minutes = seconds.divmod(60).first.divmod(60)
+    "#{hours}<span>#{l(:label_helpdesk_hour)}</span> #{minutes}<span>#{l(:label_helpdesk_minute)}</span>".html_safe
+  end
+
+  def slim_helpdesk_time_label(seconds)
+    hours, minutes = seconds.divmod(60).first.divmod(60)
+    "#{hours}#{l(:label_helpdesk_hour)} #{minutes}#{l(:label_helpdesk_minute)}".html_safe
+  end
+
+  def progress_in_percents(value)
+    return '0%'.html_safe if value.zero?
+    "<span class='caret #{value > 0 ? 'pos' : 'neg'}'></span>#{value}%".html_safe
+  end
+
+  def mirror_progress_in_percents(value)
+    return '0%'.html_safe if value.zero?
+    "<span class='caret #{value < 0 ? 'mirror_pos' : 'mirror_neg'}'></span>#{value}%".html_safe
+  end
+
+  def process_deviation(before, now, time = true)
+    ["#{l(:label_helpdesk_report_previous)}: #{time ? slim_helpdesk_time_label(before) : before}",
+     "#{l(:label_helpdesk_report_deviation)}: #{time ? slim_helpdesk_time_label(calculate_deviation(before, now)) : calculate_deviation(before, now)}"].join("\n").html_safe
+  end
+
+  def calculate_deviation(before, now)
+    before > now ? before - now : now - before
+  end
+
+  def helpdesk_reply_link
+    link_to l(:label_helpdesk_reply), edit_issue_path(@issue), :onclick => 'showWithSendAndScrollTo("update", "issue_notes"); return false;', :class => 'icon icon-reply'
+  end
+end

plugins/redmine_contacts_helpdesk/app/helpers/helpdesk_mailer_helper.rb

@@ -0,0 +1,13 @@
+# encoding: utf-8
+# include RedCloth
+
+module HelpdeskMailerHelper
+  def textile(text)
+    Redmine::WikiFormatting.to_html(Setting.text_formatting, text)
+  end
+
+  def message_sender(email)
+    sender = email.reply_to.try(:first) || email.from_addrs.try(:first)
+    sender.to_s.strip
+  end
+end

plugins/redmine_contacts_helpdesk/app/helpers/public_tickets_helper.rb

@@ -0,0 +1,35 @@
+module PublicTicketsHelper
+  include HelpdeskHelper
+
+  def authoring_public(journal, options={})
+    if journal.journal_message && journal.journal_message.from_address
+      l(options[:label] || :label_added_time_by, :author => mail_to(journal.journal_message.contact_email), :age => ticket_time_tag(journal.created_on)).html_safe
+    else
+      l(options[:label] || :label_added_time_by, :author => journal.user.name, :age => ticket_time_tag(journal.created_on)).html_safe
+    end
+  end
+
+  def ticket_time_tag(time)
+    text = distance_of_time_in_words(Time.now, time)
+    content_tag('acronym', text, :title => format_time(time))
+  end
+
+  def link_to_attachments_with_hash(container, options = {})
+    options.assert_valid_keys(:author, :thumbnails)
+
+    if container.attachments.any?
+      options = {:deletable => container.attachments_deletable?, :author => true}.merge(options)
+      render :partial => 'attachment_links',
+             :locals => {:attachments => container.attachments, :options => options, :thumbnails => (options[:thumbnails] && Setting.thumbnails_enabled?)}
+    end
+  end
+
+  def link_to_attachment_with_hash(attachment, options={})
+    text = options.delete(:text) || attachment.filename
+    route_method = options.delete(:download) ? :hashed_download_named_attachment_path : :hashed_named_attachment_path
+    html_options = options.slice!(:only_path)
+    url = send(route_method, attachment, @ticket.id, @ticket.token, attachment.filename, options)
+    link_to text, url, html_options
+  end
+
+end

plugins/redmine_contacts_helpdesk/app/models/canned_response.rb

@@ -0,0 +1,28 @@
+class CannedResponse < ActiveRecord::Base
+  unloadable
+  attr_accessible :name, :content, :is_public
+
+  belongs_to :project
+  belongs_to :user
+
+  validates_presence_of :name, :content
+  validates_length_of :name, :maximum => 255  
+
+  scope :visible, lambda {|*args|
+    user = args.shift || User.current
+    base = Project.allowed_to_condition(user, :view_helpdesk_tickets, *args)
+    user_id = user.logged? ? user.id : 0
+
+    eager_load(:project).where("(#{CannedResponse.table_name}.project_id IS NULL OR (#{base})) AND (#{CannedResponse.table_name}.is_public = ? OR #{CannedResponse.table_name}.user_id = ?)", true, user_id)
+  }
+
+  scope :in_project_or_public, lambda {|project|
+    where("(#{CannedResponse.table_name}.project_id IS NULL) OR #{CannedResponse.table_name}.project_id = ?", project)
+  }
+
+  # Returns true if the query is visible to +user+ or the current user.
+  def visible?(user=User.current)
+    (project.nil? || user.allowed_to?(:view_helpdesk_tickets, project)) && (self.is_public? || self.user_id == user.id)
+  end
+
+end

plugins/redmine_contacts_helpdesk/app/models/helpdesk_data_collector_busiest_time.rb

@@ -0,0 +1,148 @@
+class HelpdeskDataCollectorBusiestTime
+  MAX_WEIGHT = 200
+
+  RESPONSE_INTERVALS = {'6_8h' => [6, 8],
+                        '8_10h' => [8, 10],
+                        '10_12h' => [10, 12],
+                        '12_14h' => [12, 14],
+                        '14_16h' => [14, 16],
+                        '16_18h' => [16, 18],
+                        '18_20h' => [18, 20],
+                        '20_22h' => [20, 22],
+                        '22_0h' => [22, 0],
+                        '0_2h' => [0, 2],
+                        '2_4h' => [2, 4],
+                        '4_6h' => [4, 6]}
+
+  def columns
+    @columns ||= collect_columns
+  end
+
+  def issue_weight
+    @issue_weight ||= (MAX_WEIGHT.to_f / columns.map { |column| column[:issues_count] }.sort.last).ceil
+  end
+
+  # New tickets
+  def new_issues_count
+    return @new_issues_count if @new_issues_count
+    condition = @query.send('sql_for_field', nil, @query.filters['message_date'][:operator], nil, 'issues', 'created_on')
+    @new_issues_count ||= @issues.where(condition).count
+  end
+
+  def previous_new_issues_count
+    return @previous_new_issues_count if @previous_new_issues_count
+    condition = previous_query.send('sql_for_field', nil, previous_query.filters['message_date'][:operator], nil, 'issues', 'created_on')
+    @previous_new_issues_count ||= @previous_issues.where(condition).count
+  end
+
+  def new_issue_count_progress
+    return 0 if previous_new_issues_count.zero?
+    calculate_progress(previous_new_issues_count, new_issues_count)
+  end
+
+  # New contacts
+  def contacts_count
+    contacts.count
+  end
+
+  def previous_contacts_count
+    previous_contacts.count
+  end
+
+  def total_contacts_count_progress
+    return 0 if previous_contacts_count.zero?
+    calculate_progress(previous_contacts_count, contacts_count)
+  end
+
+  # Total incoming
+  def issues_count
+    @issues_count ||= @issues.count + @journal_messages.count
+  end
+
+  def previous_issues_count
+    @previous_issues_count ||= @previous_issues.count + @previous_journal_messages.count
+  end
+
+  def issue_count_progress
+    return 0 if previous_issues_count.zero?
+    calculate_progress(previous_issues_count, issues_count)
+  end
+
+  private
+
+  def initialize(query)
+    @query = query
+    @issues = with_created_issues(@query)
+    @journal_messages = JournalMessage.where(:is_incoming => true).
+                                       where(@query.send('sql_for_field', nil, @query.filters['message_date'][:operator], nil, 'journal_messages', 'message_date'))
+    @previous_issues = with_created_issues(previous_query)
+    @previous_journal_messages = JournalMessage.where(:is_incoming => true).
+                                               where(previous_query.send('sql_for_field', nil, @query.filters['message_date'][:operator], nil, 'journal_messages', 'message_date'))
+  end
+
+  def collect_columns
+    columns = []
+    RESPONSE_INTERVALS.each do |interval_name, interval_hours|
+      interval_objects_count = find_incoming_objects_count(interval_hours)
+      columns << { :name => interval_name, :issues_count => interval_objects_count,
+                   :issues_percent => ((interval_objects_count.to_f / issues_count.to_f) * 100).round(2) }
+    end
+    columns
+  end
+
+  def find_incoming_objects_count(interval)
+    interval_start = interval.first
+    interval_end = interval.last - 1 < 0 ? 23 : interval.last - 1
+    interval_issues = @issues.each.select do |issue|
+      issue_time = timezone ? issue.created_on.in_time_zone(timezone) : issue.created_on.localtime
+      interval_start <= issue_time.hour && issue_time.hour <= interval_end
+    end
+    interval_messages = @journal_messages.each.select do |message|
+      message_time = timezone ? message.message_date.in_time_zone(timezone) : message.message_date.localtime
+      interval_start <= message_time.hour && message_time.hour <= interval_end
+    end
+    interval_issues.count + interval_messages.count
+  end
+
+  def timezone
+    @timezone ||= User.current.time_zone
+  end
+
+  def previous_query
+    return if @query[:filters].nil? || @query[:filters]['message_date'].nil? || @query[:filters]['message_date'][:operator].nil?
+    return @previous_query if @previous_query
+
+    previous_operator = ['pre_', @query[:filters]['message_date'][:operator]].join
+    previous_filters = @query[:filters].merge('message_date' => { :operator => previous_operator, :values => [Date.today.to_s] })
+    @previous_query = HelpdeskReportsBusiestTimeQuery.new(:name => '_', :project => @query.project, :filters => previous_filters)
+    @previous_query
+  end
+
+  def with_created_issues(query)
+    condition = query.send('sql_for_field', nil, query.filters['message_date'][:operator], nil, 'issues', 'created_on')
+    created_ids = Issue.joins(:project).visible.where(:project_id => query.project).where(condition).pluck(:id)
+    Issue.where(:id => query.issues.pluck(:id) | created_ids).joins(:helpdesk_ticket)
+  end
+
+  def contacts
+    return @contacts if @contacts
+    condition = @query.send('sql_for_field', nil, @query.filters['message_date'][:operator], nil, 'contacts', 'created_on')
+    @contacts = Contact.where(:id => @issues.joins(:customer).map(&:customer).map(&:id).uniq).where(condition)
+  end
+
+  def previous_contacts
+    return @previous_contacts if @previous_contacts
+    condition = @query.send('sql_for_field', nil, @previous_query.filters['message_date'][:operator], nil, 'contacts', 'created_on')
+    @previous_contacts = Contact.where(:id => @previous_issues.joins(:customer).map(&:customer).map(&:id).uniq).where(condition)
+  end
+
+  def calculate_progress(before, now)
+    progress =
+      if before.to_f > now.to_f
+        100 - (now.to_f * 100 / before.to_f)
+      else
+        (100 - (before.to_f * 100 / now.to_f)) * -1
+      end
+    progress.round
+  end
+end

plugins/redmine_contacts_helpdesk/app/models/helpdesk_data_collector_first_response.rb

@@ -0,0 +1,178 @@
+class HelpdeskDataCollectorFirstResponse
+  MAX_WEIGHT = 200
+
+  RESPONSE_INTERVALS = { '0_1h' => [0, 1],
+                         '1_2h' => [1, 2],
+                         '2_4h' => [2, 4],
+                         '4_8h' => [4, 8],
+                         '8_12h' => [8, 12],
+                         '12_24h' => [12, 24],
+                         '24_48h' => [24, 48],
+                         '48_0h' => [48, 0] }
+  attr_reader :issues
+  attr_reader :previous_issues
+
+  def columns
+    @columns ||= collect_columns
+  end
+
+  def issue_weight
+    @issue_weight ||= (MAX_WEIGHT.to_f / columns.map { |column| column[:issues_count] }.sort.last).ceil
+  end
+
+  # First response time
+  def average_response_time
+    @average_response_time ||= median(HelpdeskTicket.where(:issue_id => issues.pluck(:id)).pluck(:first_response_time))
+  end
+
+  def previous_average_response_time
+    return 0 if previous_issues_count.zero?
+    @previous_average_response_time ||= median(HelpdeskTicket.where(:issue_id => previous_issues.pluck(:id)).pluck(:first_response_time))
+  end
+
+  def average_response_time_progress
+    return 0 if previous_issues_count.zero?
+    calculate_progress(previous_average_response_time, average_response_time)
+  end
+
+  # Time to close
+  def average_close_time
+    return @average_close_time if @average_close_time
+    closed_issue_ids = issues.joins(:status).where("#{IssueStatus.table_name}.is_closed = ?", true).pluck(:id)
+    return 0 if closed_issue_ids.empty?
+    @average_close_time = median(HelpdeskTicket.where(:issue_id => closed_issue_ids).pluck(:resolve_time))
+  end
+
+  def previous_average_close_time
+    return @previous_average_close_time if @previous_average_close_time.present?
+    closed_issue_ids = previous_issues.joins(:status).where("#{IssueStatus.table_name}.is_closed = ?", true).pluck(:id)
+    return 0 if closed_issue_ids.empty?
+    @previous_average_close_time ||= median(HelpdeskTicket.where(:issue_id => closed_issue_ids).pluck(:resolve_time))
+  end
+
+  def average_close_time_progress
+    closed_issue_ids = previous_issues.joins(:status).where("#{IssueStatus.table_name}.is_closed = ?", true).pluck(:id)
+    return 0 if closed_issue_ids.empty?
+    calculate_progress(previous_average_close_time, average_close_time)
+  end
+
+  # Average responses count
+  def average_response_count
+    return @average_response_count if @average_response_count
+    closed_issue_ids = issues.joins(:status).where("#{IssueStatus.table_name}.is_closed = ?", true).pluck(:id)
+    return @average_response_count = 0 if closed_issue_ids.empty?
+    journal_ids = JournalMessage.joins(:journal).where("journals.journalized_type = 'Issue'").
+                                                 where(journal_message_date_condition(@query)).
+                                                 where("journals.journalized_id IN (#{closed_issue_ids.join(',')})").pluck(:journal_id)
+    @average_response_count = median(Journal.where(:id => journal_ids).group(:journalized_id).count(:id).values)
+  end
+
+  def previous_average_response_count
+    return 0 if previous_issues_count.zero?
+    return @previous_average_response_count if @previous_average_response_count
+    closed_issue_ids = previous_issues.joins(:status).where("#{IssueStatus.table_name}.is_closed = ?", true).pluck(:id)
+    return @previous_average_response_count = 0 if closed_issue_ids.empty?
+    journal_ids = JournalMessage.joins(:journal).where("journals.journalized_type = 'Issue'").
+                                                 where(journal_message_date_condition(previous_query)).
+                                                 where("journals.journalized_id IN (#{closed_issue_ids.join(',')})").pluck(:journal_id)
+
+    @previous_average_response_count = median(Journal.where(:id => journal_ids).group(:journalized_id).count(:id).values)
+  end
+
+  def average_response_count_progress
+    return 0 if previous_average_response_count.zero?
+    calculate_progress(previous_average_response_count, average_response_count)
+  end
+
+  # Total replies
+  def total_response_count
+    return @total_response_count if @total_response_count
+    @total_response_count = JournalMessage.joins(:journal).where("journals.journalized_type = 'Issue'").
+                                           where(journal_message_date_condition(@query)).
+                                           where("journals.journalized_id IN (#{issues.pluck(:id).join(',')})").
+                                           count
+  end
+
+  def previous_total_response_count
+    return 0 if previous_issues_count.zero?
+    return @previous_total_response_count if @previous_total_response_count
+    @previous_total_response_count ||= JournalMessage.joins(:journal).where("journals.journalized_type = 'Issue'").
+                                                      where(journal_message_date_condition(previous_query)).
+                                                      where("journals.journalized_id IN (#{previous_issues.pluck(:id).join(',')})").
+                                                      count
+  end
+
+  def total_response_count_progress
+    return 0 if previous_total_response_count.zero?
+    calculate_progress(previous_total_response_count, total_response_count)
+  end
+
+  def issues_count
+    @issues_count ||= issues.count
+  end
+
+  def previous_issues_count
+    @previous_issues_count ||= previous_issues.count
+  end
+
+  private
+
+  def initialize(query)
+    @query = query
+    @issues = @query.issues.joins(:helpdesk_ticket).where('helpdesk_tickets.first_response_time > 0').uniq
+    @previous_issues = previous_query.issues.joins(:helpdesk_ticket).where('helpdesk_tickets.first_response_time > 0').uniq
+  end
+
+  def collect_columns
+    columns = []
+    RESPONSE_INTERVALS.each do |interval_name, interval_hours|
+      interval_issues_count = find_issues_count(interval_hours)
+      columns << { :name => interval_name, :issues_count => interval_issues_count,
+                   :issues_percent => ((interval_issues_count.to_f / issues_count.to_f) * 100).round(2) }
+    end
+    columns
+  end
+
+  def find_issues_count(interval)
+    interval_start = (interval.first.hours + 1).to_i
+    interval_end = interval.last.hours.to_i
+    interval_issues =
+      if interval.last > 0
+        issues.joins(:helpdesk_ticket).where('helpdesk_tickets.first_response_time BETWEEN ? AND ?', interval_start, interval_end)
+      else
+        issues.joins(:helpdesk_ticket).where('helpdesk_tickets.first_response_time > ?', interval_start)
+      end
+    interval_issues.count
+  end
+
+  def previous_query
+    return if @query[:filters].nil? || @query[:filters]['message_date'].nil? || @query[:filters]['message_date'][:operator].nil?
+    return @previous_query if @previous_query
+
+    previous_operator = ['pre_', @query[:filters]['message_date'][:operator]].join
+    previous_filters = @query[:filters].merge('message_date' => { :operator => previous_operator, :values => [Date.today.to_s] })
+    @previous_query = HelpdeskReportsFirstResponseQuery.new(:name => '_', :project => @query.project, :filters => previous_filters)
+    @previous_query
+  end
+
+  def journal_message_date_condition(query)
+    query.send('sql_for_field', nil, query.filters['message_date'][:operator], nil, 'journal_messages', 'message_date')
+  end
+
+  def median(array)
+    return 0 if array.compact.empty?
+    range = array.sort.reverse
+    middle = range.count / 2
+    (range.count % 2).zero? ? (range[middle - 1] + range[middle]) / 2 : range[middle]
+  end
+
+  def calculate_progress(before, now)
+    progress =
+      if before.to_f > now.to_f
+        100 - (now.to_f * 100 / before.to_f)
+      else
+        (100 - (before.to_f * 100 / now.to_f)) * -1
+      end
+    progress.round
+  end
+end

plugins/redmine_contacts_helpdesk/app/models/helpdesk_data_collector_manager.rb

@@ -0,0 +1,14 @@
+class HelpdeskDataCollectorManager
+  def initialize(report)
+    @report = report
+  end
+
+  def collect_data(query)
+    case @report
+    when 'first_response_time'
+      HelpdeskDataCollectorFirstResponse.new(query)
+    when 'busiest_time_of_day'
+      HelpdeskDataCollectorBusiestTime.new(query)
+    end
+  end
+end

plugins/redmine_contacts_helpdesk/app/models/helpdesk_mailer.rb

@@ -0,0 +1,823 @@
+require "digest/md5"
+
+class HelpdeskMailer < MailHandler
+  include HelpdeskMailerHelper
+  include AbstractController::Callbacks
+  after_filter :set_delivery_options
+
+  attr_reader :contact, :user, :email, :project
+
+  def self.default_url_options
+    { :host => Setting.host_name, :protocol => Setting.protocol }
+  end
+
+  def self.with_activated_perform_deliveries
+    perform_delivery_state = ActionMailer::Base.perform_deliveries
+    ActionMailer::Base.perform_deliveries = true
+    yield
+  ensure
+    ActionMailer::Base.perform_deliveries = perform_delivery_state
+  end
+
+  def issue_response(contact, journal, options={})
+    @project = journal.issue.project
+    to_address = options[:to_address] || (journal.journal_message && journal.journal_message.to_address) || contact.primary_email
+    cc_address = options[:cc_address] || (journal.journal_message && journal.journal_message.cc_address)
+    bcc_address = options[:bcc_address] || (journal.journal_message && journal.journal_message.bcc_address)
+    from_address = options[:from_address] || (!HelpdeskSettings["helpdesk_answer_from", journal.issue.project].blank? && HelpdeskSettings["helpdesk_answer_from", journal.issue.project] )|| Setting.mail_from
+    in_reply_to = options[:in_reply_to] || ((journal.issue.helpdesk_ticket.blank? || journal.issue.helpdesk_ticket.message_id.blank?) ? '' : "<#{journal.issue.helpdesk_ticket.message_id}>")
+
+    headers['X-Redmine-Ticket-ID'] = journal.issue.id.to_s
+    @email_header = self.class.apply_macro(HelpdeskSettings["helpdesk_emails_header", journal.issue.project], contact, journal.issue, journal.user) unless HelpdeskSettings["helpdesk_emails_header", journal.issue.project].blank?
+    @email_footer = self.class.apply_macro(HelpdeskSettings["helpdesk_emails_footer", journal.issue.project], contact, journal.issue, journal.user)  unless HelpdeskSettings["helpdesk_emails_footer", journal.issue.project].blank?
+    @email_body = self.class.apply_macro(journal.notes, contact, journal.issue, journal.user)
+    @email_body = attachment_macro(@email_body, journal.issue)
+
+    raise MissingInformation.new(l(:text_helpdesk_to_address_cant_be_blank)) if to_address.blank?
+    raise MissingInformation.new(l(:text_helpdesk_message_body_cant_be_blank)) if @email_body.blank?
+    raise MissingInformation.new(l(:text_helpdesk_from_address_cant_be_blank)) if from_address.blank?
+
+    subject_macro = self.class.apply_macro(HelpdeskSettings["helpdesk_answer_subject", journal.issue.project], contact, journal.issue)
+    # subject_macro += " - [##{journal.issue.id}]" if !subject_macro.blank? && !subject_macro.include?("##{journal.issue.id}]")
+    @email_stylesheet = HelpdeskSettings[:helpdesk_helpdesk_css, journal.issue.project].to_s.html_safe
+
+    extract_attachments(journal)
+
+    if journal.details.blank? && journal.private_notes? && journal.notes.present?
+      details_journal = Journal.where('id != ?', journal.id).where(:created_on => journal.created_on).first
+      extract_attachments(details_journal) if details_journal
+    end
+
+    mail :from => self.class.apply_from_macro(from_address.to_s, journal.user),
+         :to => to_address.to_s,
+         :cc => cc_address.to_s,
+         :bcc => bcc_address.to_s,
+         :in_reply_to => in_reply_to.to_s,
+         :subject => (subject_macro.blank? ? journal.issue.subject + " [#{journal.issue.tracker} ##{journal.issue.id}]" : subject_macro) do |format|
+      format.text { render 'email_layout' }
+      format.html { render 'email_layout' } unless RedmineHelpdesk.settings["plain_text_mail"]
+    end
+  end
+
+  def extract_attachments(journal)
+    journal.details.where(:property => 'attachment').each do |attachment_journal|
+      if attach = Attachment.where(:id => attachment_journal.prop_key).first
+        attachments[attach.filename] = File.open(attach.diskfile, 'rb') { |io| io.read }
+      end
+    end
+  end
+
+  def auto_answer(contact, issue)
+    @project = issue.project
+
+    headers['X-Redmine-Ticket-ID'] = issue.id.to_s
+    headers['X-Auto-Response-Suppress'] = 'oof'
+
+    confirmation_body = self.class.apply_macro(HelpdeskSettings["helpdesk_first_answer_template", issue.project_id], contact, issue)
+
+    @email_stylesheet = HelpdeskSettings[:helpdesk_helpdesk_css, issue.project_id].to_s.html_safe
+    @email_body = confirmation_body
+    from_address = HelpdeskSettings["helpdesk_answer_from", issue.project].blank? ? Setting.mail_from : HelpdeskSettings["helpdesk_answer_from", issue.project]
+
+    mail :from => self.class.apply_from_macro(from_address.to_s, nil),
+         :to => contact.primary_email,
+         :cc => issue.helpdesk_ticket.try(:cc_address),
+         :subject => self.class.apply_macro(HelpdeskSettings["helpdesk_first_answer_subject", issue.project_id], contact, issue) || "Helpdesk auto answer [Case ##{issue.id}]",
+         :in_reply_to => issue.helpdesk_ticket.try(:message_id) do |format|
+      format.text { render 'email_layout'}
+      format.html { render 'email_layout' } unless RedmineHelpdesk.settings["plain_text_mail"]
+    end
+
+    logger.info  "##{issue.id}: Sending confirmation to #{contact.primary_email}" if logger
+  end
+
+  def initial_message(contact, issue, params)
+    @project = issue.project
+
+    headers['X-Redmine-Ticket-ID'] = issue.id.to_s
+    @email_header = self.class.apply_macro(HelpdeskSettings["helpdesk_emails_header", issue.project], contact, issue, issue.author) unless HelpdeskSettings["helpdesk_emails_header", issue.project].blank?
+    @email_footer = self.class.apply_macro(HelpdeskSettings["helpdesk_emails_footer", issue.project], contact, issue, issue.author)  unless HelpdeskSettings["helpdesk_emails_footer", issue.project].blank?
+    @email_body = self.class.apply_macro(issue.description, contact, issue, issue.author)
+
+    @email_body = attachment_macro(@email_body, issue)
+
+    raise MissingInformation.new("Contact #{contact.name} should have mail") if contact.email.blank?
+    raise MissingInformation.new("Message shouldn't be blank") if @email_body.blank?
+
+    @email_stylesheet = HelpdeskSettings[:helpdesk_helpdesk_css, issue.project].to_s.html_safe
+
+    params[:attachments].each_value do |mail_attachment|
+      if file = mail_attachment['file']
+        file.rewind if file
+        attachments[file.original_filename] = file.read
+        file.rewind if file
+      elsif token = mail_attachment['token']
+        if token.to_s =~ /^(\d+)\.([0-9a-f]+)$/
+          attachment_id, attachment_digest = $1, $2
+          if a = Attachment.where(:id => attachment_id, :digest => attachment_digest).first
+            attachments[a.filename] = File.open(a.diskfile, 'rb'){|io| io.read}
+          end
+        end
+      end
+    end unless params[:attachments].blank?
+
+    to_address = (params[:helpdesk] && !params[:helpdesk][:to_address].blank?) ? params[:helpdesk][:to_address] : contact.primary_email
+    from_address = HelpdeskSettings["helpdesk_answer_from", issue.project].blank? ? Setting.mail_from : HelpdeskSettings["helpdesk_answer_from", issue.project]
+
+    logger.error "##{issue.id}: From address couldn't be black" if from_address.blank? && logger
+
+    mail :from => self.class.apply_from_macro(from_address.to_s, nil),
+         :to => to_address,
+         :subject => self.class.apply_macro(HelpdeskSettings["helpdesk_first_answer_subject", issue.project_id], contact, issue) || issue.subject do |format|
+      format.text { render 'email_layout' }
+      format.html { render 'email_layout' } unless RedmineHelpdesk.settings["plain_text_mail"]
+    end
+  end
+
+# Receive email methods
+
+  def self.receive(raw_email, options={})
+    @@helpdesk_mailer_options = options.dup
+    raw_email.force_encoding('ASCII-8BIT') if raw_email.respond_to?(:force_encoding)
+    email = Mail.new(raw_email)
+    new.receive(email)
+  end
+
+  # Processes incoming emails
+  # Returns the created object (eg. an issue, a message) or false
+  def receive(email)
+    @email = email
+    if !target_project.module_enabled?(:contacts) || !target_project.module_enabled?(:issue_tracking)
+      logger.error "#{email && email.message_id}: Contacts and issues modules should be enable for #{target_project.name} project" if logger
+      return false
+    end
+
+    @@helpdesk_mailer_options = HelpdeskMailer.get_issue_options(@@helpdesk_mailer_options, target_project.id)
+    sender_email = message_sender(email)
+    # Ignore emails received from the application emission address to avoid hell cycles
+    if sender_email.downcase == Setting.mail_from.to_s.strip.downcase
+      logger.info  "#{email && email.message_id}: Ignoring email from Redmine emission address [#{sender_email}]" if logger
+      return false
+    end
+
+    return false unless handle_ignored(email)
+
+    if !check_blacklist?(email)
+      logger.info "#{email && email.message_id}: Email #{sender_email} ignored because in blacklist" if logger
+      return false
+    end
+
+    @user = User.find_by_mail(sender_email) || User.anonymous
+    @contact = contact_from_email(email)
+
+    User.current = @user
+    if @contact
+      logger.info "#{email && email.message_id}: [#{@contact.name}] contact created/founded" if logger
+    else
+      logger.error "#{email && email.message_id}: could not create/found contact for [#{sender_email}]" if logger
+      return false
+    end
+
+    dispatch
+  end
+
+  def self.check_project(project_id)
+    msg_count = 0
+    unless Project.find_by_id(project_id).blank? || HelpdeskSettings[:helpdesk_protocol, project_id].blank?
+
+      mail_options, options = self.get_mail_options(project_id)
+
+      case mail_options[:protocol]
+      when "pop3" then
+        msg_count = RedmineContacts::Mailer.check_pop3(self, mail_options, options)
+      when "imap" then
+        msg_count = RedmineContacts::Mailer.check_imap(self, mail_options, options)
+      end
+    end
+
+    if project = Project.find_by_id(project_id)
+      HelpdeskTicket.autoclose(project)
+    end
+
+    msg_count
+  end
+
+  def self.get_mail_options(project_id)
+    case HelpdeskSettings[:helpdesk_protocol, project_id]
+    when "gmail"
+      protocol = "imap"
+      host = "imap.gmail.com"
+      port = "993"
+      ssl = "1"
+    when "yahoo"
+      protocol = "imap"
+      host = "imap.mail.yahoo.com"
+      port = "993"
+      ssl = "1"
+    when "yandex"
+      protocol = "imap"
+      host = "imap.yandex.ru"
+      port = "993"
+      ssl = "1"
+    else
+      protocol = HelpdeskSettings[:helpdesk_protocol, project_id]
+      host = HelpdeskSettings[:helpdesk_host, project_id]
+      port = HelpdeskSettings[:helpdesk_port, project_id]
+      ssl =  HelpdeskSettings[:helpdesk_use_ssl, project_id] != "1" ? nil : "1"
+    end
+
+    mail_options  = {:protocol => protocol,
+                    :host => host,
+                    :port => port,
+                    :ssl => ssl,
+                    :apop => HelpdeskSettings[:helpdesk_apop, project_id],
+                    :username => HelpdeskSettings[:helpdesk_username, project_id],
+                    :password => HelpdeskSettings[:helpdesk_password, project_id],
+                    :folder => HelpdeskSettings[:helpdesk_imap_folder, project_id],
+                    :move_on_success => HelpdeskSettings[:helpdesk_move_on_success, project_id],
+                    :move_on_failure => HelpdeskSettings[:helpdesk_move_on_failure, project_id],
+                    :delete_unprocessed => HelpdeskSettings[:helpdesk_delete_unprocessed, project_id].to_i > 0
+                    }
+    options = get_issue_options({}, project_id)
+    [mail_options, options]
+  end
+
+  def self.get_issue_options(options, project_id)
+    options = { :issue => {} } unless options[:issue]
+    options[:issue][:project_id] = project_id
+    options[:issue][:status_id] = HelpdeskSettings[:helpdesk_new_status, project_id] unless options[:issue][:status_id]
+    options[:issue][:assigned_to_id] = HelpdeskSettings["helpdesk_assigned_to", project_id] unless options[:issue][:assigned_to_id]
+    options[:issue][:tracker_id] = HelpdeskSettings["helpdesk_tracker", project_id] unless options[:issue][:tracker_id]
+    options[:issue][:priority_id] = HelpdeskSettings[:helpdesk_issue_priority, project_id] unless options[:issue][:priority_id]
+    options[:issue][:due_date] = HelpdeskSettings[:helpdesk_issue_due_date, project_id] unless options[:issue][:due_date]
+    options[:issue][:reopen_status_id] = HelpdeskSettings["helpdesk_reopen_status", project_id] unless options[:issue][:reopen_status_id]
+    options
+  end
+
+  def attachment_macro(text, issue)
+    text.scan(/\{\{send_file\(([^%\}]+)\)\}\}/).flatten.each do |file_name|
+      attachment = file_name.match(/^(\d)+$/) ? Attachment.where(:id => file_name).first : issue.attachments.where(:filename => file_name).first
+      attachments[attachment.filename] = File.open(attachment.diskfile, 'rb'){|io| io.read} if attachment
+    end
+    text.gsub(/\{\{send_file\(([^%\}]+)\)\}\}/, '')
+  end
+
+  def self.apply_from_macro(text, journal_user = nil)
+    return text unless text =~ /\A\{%.+%\}.*?<.+@.+\..{2,}>\z/
+    text = text[/<.*>/] if journal_user.nil? || journal_user == User.anonymous
+    text = text.gsub(/\{%response.author%\}/, journal_user.name) if text =~ /\{%response.author%\}/
+    text = text.gsub(/\{%response.author.first_name%\}/, journal_user.firstname) if text =~ /\{%response.author.first_name%\}/
+    text
+  end
+
+  def self.apply_macro(text, contact, issue, journal_user=nil)
+    return '' if text.blank?
+    text = text.gsub(/%%NAME%%|\{%contact.first_name%\}/, contact.first_name)
+    text = text.gsub(/%%FULL_NAME%%|\{%contact.name%\}/, contact.name)
+    text = text.gsub(/%%COMPANY%%|\{%contact.company%\}/, contact.company) if contact.company
+    text = text.gsub(/%%LAST_NAME%%|\{%contact.last_name%\}/, contact.last_name.blank? ? "" : contact.last_name)
+    text = text.gsub(/%%MIDDLE_NAME%%|\{%contact.middle_name%\}/, contact.middle_name.blank? ? "" : contact.middle_name)
+    text = text.gsub(/\{%contact.email%\}/, contact.primary_email.to_s)
+    text = text.gsub(/%%DATE%%|\{%date%\}/, ApplicationHelper.format_date(Date.today))
+    text = text.gsub(/%%ASSIGNEE%%|\{%ticket.assigned_to%\}/, issue.assigned_to.blank? ? "" : issue.assigned_to.name)
+    text = text.gsub(/%%ISSUE_ID%%|\{%ticket.id%\}/, issue.id.to_s) if issue.id
+    text = text.gsub(/%%ISSUE_TRACKER%%|\{%ticket.tracker%\}/, issue.tracker.name) if issue.tracker
+    text = text.gsub(/%%QUOTED_ISSUE_DESCRIPTION%%|\{%ticket.quoted_description%\}/, issue.description.gsub(/^/, "> ")) if issue.description
+    text = text.gsub(/%%PROJECT%%|\{%ticket.project%\}/, issue.project.name) if issue.project
+    text = text.gsub(/%%SUBJECT%%|\{%ticket.subject%\}/, issue.subject) if issue.subject
+    text = text.gsub(/%%NOTE_AUTHOR%%|\{%response.author%\}/, journal_user.name) if journal_user
+    text = text.gsub(/%%NOTE_AUTHOR.FIRST_NAME%%|\{%response.author.first_name%\}/, journal_user.firstname) if journal_user
+    text = text.gsub(/%%NOTE_AUTHOR.LAST_NAME%%|\{%response.author.last_name%\}/, journal_user.lastname) if journal_user
+    text = text.gsub(/\{%ticket.status%\}/, issue.status.name) if issue.status
+    text = text.gsub(/\{%ticket.priority%\}/, issue.priority.name) if issue.priority
+    text = text.gsub(/\{%ticket.estimated_hours%\}/, issue.estimated_hours ? issue.estimated_hours.to_s : "")
+    text = text.gsub(/\{%ticket.done_ratio%\}/, issue.done_ratio.to_s) if issue.done_ratio
+    text = text.gsub(/\{%ticket.closed_on%\}/, issue.closed_on ? ApplicationHelper.format_date(issue.closed_on) : "") if issue.respond_to?(:closed_on)
+    text = text.gsub(/\{%ticket.due_date%\}/, issue.due_date ? ApplicationHelper.format_date(issue.due_date) : "")
+    text = text.gsub(/\{%ticket.start_date%\}/, issue.start_date ? ApplicationHelper.format_date(issue.start_date) : "")
+    text = text.gsub(/\{%ticket.public_url%\}/, Setting.protocol + '://' + Setting.host_name + Rails.application.routes.url_helpers.public_ticket_path(issue.helpdesk_ticket.id, issue.helpdesk_ticket.token) ) if text.match(/\{%ticket.public_url%\}/) && issue.helpdesk_ticket
+    if RedmineHelpdesk.vote_allow?
+      text = text.gsub(/\{%ticket.voting%\}/, Setting.protocol + '://' + Setting.host_name + Rails.application.routes.url_helpers.helpdesk_votes_show_path(issue.helpdesk_ticket.id, issue.helpdesk_ticket.token) ) if text.match(/\{%ticket.voting%\}/)
+      text = text.gsub(/\{%ticket.voting.good%\}/, Setting.protocol + '://' + Setting.host_name + Rails.application.routes.url_helpers.helpdesk_votes_fast_vote_path(issue.helpdesk_ticket.id, 2, issue.helpdesk_ticket.token) ) if text.match(/\{%ticket.voting.good%\}/)
+      text = text.gsub(/\{%ticket.voting.okay%\}/, Setting.protocol + '://' + Setting.host_name + Rails.application.routes.url_helpers.helpdesk_votes_fast_vote_path(issue.helpdesk_ticket.id, 1, issue.helpdesk_ticket.token) ) if text.match(/\{%ticket.voting.okay%\}/)
+      text = text.gsub(/\{%ticket.voting.bad%\}/, Setting.protocol + '://' + Setting.host_name + Rails.application.routes.url_helpers.helpdesk_votes_fast_vote_path(issue.helpdesk_ticket.id, 0, issue.helpdesk_ticket.token) ) if text.match(/\{%ticket.voting.bad%\}/)
+    end
+
+    if text =~ /\{%ticket.history%\}/
+      ticket_history = ''
+      issue.journals.eager_load(:journal_message).map(&:journal_message).compact.each do |journal_message|
+        message_author = "*#{l(:label_crm_added_by)} #{journal_message.is_incoming? ? journal_message.from_address : journal_message.journal.user.name}, #{format_time(journal_message.message_date)}*"
+        ticket_history = (message_author + "\n" + journal_message.journal.notes + "\n" + ticket_history).gsub(/^/, "> ")
+      end
+      text = text.gsub(/\{%ticket.history%\}/, ticket_history)
+    end
+
+    issue.custom_field_values.each do |value|
+      text = text.gsub(/%%#{value.custom_field.name}%%/, value.value.to_s)
+    end
+
+    contact.custom_field_values.each do |value|
+      text = text.gsub(/%%#{value.custom_field.name}%%/, value.value.to_s)
+    end if contact.respond_to?("custom_field_values")
+
+    journal_user.custom_field_values.each do |value|
+      text = text.gsub(/\{%response.author.custom_field: #{value.custom_field.name}%\}/, value.value.to_s)
+    end if journal_user
+
+    text
+  end
+
+  private
+
+  def dispatch
+    m = email.subject && email.subject.match(ISSUE_REPLY_SUBJECT_RE)
+    journal_message = !email.in_reply_to.blank? && JournalMessage.find_by_message_id(email.in_reply_to)
+    helpdesk_ticket = !email.in_reply_to.blank? && HelpdeskTicket.find_by_message_id(email.in_reply_to)
+    if journal_message && journal_message.journal && journal_message.journal.issue
+      receive_issue_reply(journal_message.journal.issue.id)
+    elsif helpdesk_ticket && helpdesk_ticket.issue
+      receive_issue_reply(helpdesk_ticket.issue.id)
+    elsif m && Issue.exists?(m[1].to_i)
+      receive_issue_reply(m[1].to_i)
+    else
+      dispatch_to_default
+    end
+  rescue MissingInformation => e
+    logger.error "#{email && email.message_id}: missing information from #{user}: #{e.message}" if logger
+    false
+  rescue UnauthorizedAction => e
+    logger.error "#{email && email.message_id}: unauthorized attempt from #{user}" if logger
+    false
+  rescue Exception => e
+    # TODO: send a email to the user
+    logger.error "#{email && email.message_id}: dispatch error #{e.message}" if logger
+    false
+  end
+
+  def dispatch_to_default
+    receive_issue
+  end
+
+  def target_project
+    @target_project ||= Project.find_by_identifier(get_keyword(:project) || get_keyword(:project_id))
+    @target_project ||= Project.find_by_id(get_keyword(:project_id)) if @target_project.nil?
+    raise MissingInformation.new('Unable to determine @target_project project') if @target_project.nil?
+    @target_project
+  end
+
+  def helpdesk_issue_attributes_from_keywords(issue)
+    # assigned_to = ((k = get_keyword(:assigned_to_id, :override => true)) && User.find_by_id(k)) || ((k = get_keyword(:assigned_to, :override => true)) && find_user_from_keyword(k))
+    assigned_to = ((k = get_keyword(:assigned_to_id, :override => true)) && (User.find_by_id(k) || Group.find_by_id(k))) || ((k = get_keyword(:assigned_to, :override => true)) && find_user_from_keyword(k))
+
+    attrs = {
+      'status_id' =>  ((k = get_keyword(:status)) && IssueStatus.named(k).first.try(:id) ) || ((k = get_keyword(:status_id)) && IssueStatus.find_by_id(k).try(:id)),
+      'priority_id' => ((k = get_keyword(:priority)) && IssuePriority.named(k).first.try(:id)) || ((k = get_keyword(:priority_id)) && IssuePriority.find_by_id(k).try(:id)),
+      'category_id' => (k = get_keyword(:category)) && issue.project.issue_categories.named(k).first.try(:id),
+      'assigned_to_id' => assigned_to.try(:id),
+      'fixed_version_id' => (k = get_keyword(:fixed_version, :override => true)) && issue.project.shared_versions.named(k).first.try(:id),
+      'start_date' => get_keyword(:start_date, :override => true, :format => '\d{4}-\d{2}-\d{2}'),
+      'due_date' => get_keyword(:due_date, :override => true, :format => '\d{4}-\d{2}-\d{2}'),
+      'estimated_hours' => get_keyword(:estimated_hours, :override => true),
+      'done_ratio' => get_keyword(:done_ratio, :override => true, :format => '(\d|10)?0')
+    }.delete_if {|k, v| v.blank? }
+
+    attrs
+  end
+
+  def calculated_tracker_id(issue)
+    issue_tracker_id = ((k = get_keyword(:tracker)) && issue.project.trackers.named(k).first.try(:id)) ||
+                       ((k = get_keyword(:tracker_id)) && issue.project.trackers.find_by_id(k).try(:id))
+    issue_tracker_id = issue.project.trackers.first.try(:id) unless issue_tracker_id
+    issue_tracker_id
+  end
+
+  # Creates a new issue
+  def receive_issue
+    project = target_project
+    issue = Issue.new
+    issue.author = user
+    issue.project = project
+    issue.safe_attributes = helpdesk_issue_attributes_from_keywords(issue)
+    issue.safe_attributes = {'custom_field_values' => custom_field_values_from_keywords(issue)}
+    issue.tracker_id = calculated_tracker_id(issue)
+    issue.subject = cleaned_up_subject(email)
+    issue.subject = '(no subject)' if issue.subject.blank?
+    issue.description = escaped_cleaned_up_text_body
+    issue.start_date ||= Date.today if Setting.default_issue_start_date_to_creation_date?
+
+    helpdesk_ticket = HelpdeskTicket.new(:from_address => message_sender(email).downcase.to_s.slice(0, 255),
+                                        :to_address => email.to_addrs.join(',').downcase.to_s.slice(0, 255),
+                                        :cc_address => email.cc_addrs.join(',').downcase.to_s.slice(0, 255),
+                                        :ticket_date => email.date || Time.now,
+                                        :message_id => email.message_id.to_s.slice(0, 255),
+                                        :is_incoming => true,
+                                        :customer => contact,
+                                        :issue => issue,
+                                        :source => HelpdeskTicket::HELPDESK_EMAIL_SOURCE)
+
+    issue.helpdesk_ticket = helpdesk_ticket
+    issue.contacts << cc_contacts if HelpdeskSettings["helpdesk_save_cc", target_project.id].to_i > 0
+    issue.assigned_to = @contact.find_assigned_user(project, issue.assigned_to_id)
+
+
+    save_email_as_attachment(helpdesk_ticket)
+    add_attachments(issue)
+
+    Redmine::Hook.call_hook(:helpdesk_mailer_receive_issue_before_save, { :issue => issue, :contact => contact, :helpdesk_ticket => helpdesk_ticket, :email => email})
+
+    ActiveRecord::Base.transaction do
+      issue.save!(:validate => false)
+      ContactNote.create(:content => "*#{issue.subject}* [#{issue.tracker.name} - ##{issue.id}]\n\n" + issue.description,
+                                       :type_id => Note.note_types[:email],
+                                       :source => contact,
+                                       :author_id => issue.author_id) if HelpdeskSettings["helpdesk_add_contact_notes", project]
+      begin
+        notification = HelpdeskMailer.auto_answer(contact, issue).deliver if HelpdeskSettings["helpdesk_send_notification", project].to_i > 0
+        logger.info "#{email && email.message_id}: notification was sent to #{notification.to_addrs.first}" if logger && notification
+      rescue Exception => e
+        logger.error "#{email && email.message_id}: notification was not sent #{e.message}" if logger
+        false
+      end
+
+      logger.info "#{email && email.message_id}: issue ##{issue.id} created by #{user} for #{contact.name}" if logger
+      issue
+    end #transaction
+
+  end
+
+  # Adds a note to an existing issue
+  def receive_issue_reply(issue_id)
+    issue = Issue.find_by_id(issue_id)
+    return unless issue
+    # if lifetime expaired create new issue
+    if (HelpdeskSettings["helpdesk_lifetime", target_project].to_i > 0) && issue.journals && issue.journals.last && ((Date.today) - issue.journals.last.created_on.to_date > HelpdeskSettings["helpdesk_lifetime", target_project].to_i)
+      email.subject = email.subject.to_s.gsub(ISSUE_REPLY_SUBJECT_RE, '')
+      return receive_issue
+    end
+    journal = issue.init_journal(user)
+    journal.notes = escaped_cleaned_up_text_body
+
+    journal_message = JournalMessage.create(:from_address => message_sender(email).downcase,
+                                            :to_address => email.to_addrs.join(',').downcase,
+                                            :bcc_address => email.bcc_addrs.join(',').downcase,
+                                            :cc_address => email.cc_addrs.join(',').downcase,
+                                            :message_id => email.message_id,
+                                            :is_incoming => true,
+                                            :message_date => email.date || Time.now,
+                                            :contact => contact,
+                                            :journal => journal)
+
+    issue.contacts << cc_contacts if HelpdeskSettings["helpdesk_save_cc", target_project.id].to_i > 0
+
+    add_attachments(issue)
+
+    save_email_as_attachment(journal_message, "reply-#{DateTime.now.strftime('%d.%m.%y-%H.%M.%S')}.eml")
+
+    if reopen_status_id = ((k = @@helpdesk_mailer_options[:reopen_status]) && IssueStatus.named(k).first.try(:id) ) || ((k = get_keyword(:reopen_status_id)) && IssueStatus.find_by_id(k).try(:id))
+      issue.status_id = reopen_status_id
+    end
+
+    issue.save!
+    logger.info "#{email && email.message_id}: issue ##{issue.id} updated by #{user}" if logger
+    journal
+  end
+
+  # Reply will be added to the issue
+  def receive_journal_reply(journal_id)
+    journal = Journal.find_by_id(journal_id)
+    if journal && journal.journalized_type == 'Issue'
+      receive_issue_reply(journal.journalized_id)
+    end
+  end
+
+  def add_attachments(obj)
+    fwd_attachments = email.parts.map { |p|
+                        if p.content_type =~ /message\/rfc822/
+                          Mail.new(p.body).attachments
+                        elsif p.parts.empty?
+                          p if p.attachment?
+                        else
+                          p.attachments
+                        end
+                      }.flatten.compact
+
+    email_attachments = fwd_attachments | email.attachments
+
+    unless email_attachments.blank?
+      email_attachments.each do |attachment|
+        if RUBY_VERSION < '1.9'
+          attachment_filename = (attachment[:content_type].filename rescue nil) ||
+                                (attachment[:content_disposition].filename rescue nil) ||
+                                (attachment[:content_location].location rescue nil) ||
+                                "attachment"
+          attachment_filename = Mail::Encodings.unquote_and_convert_to(attachment_filename, 'utf-8') rescue 'unprocessable_filename'
+          attachment_filename = helpdesk_to_utf8(attachment_filename)
+        else
+          attachment_filename = helpdesk_to_utf8(attachment.filename, 'binary')
+        end
+
+        new_attachment = Attachment.new(:container => obj,
+                                        :file => (attachment.decoded rescue nil) || (attachment.decode_body rescue nil) || attachment.raw_source,
+                                        :filename => attachment_filename,
+                                        :author => user,
+                                        :content_type => attachment.mime_type)
+        if obj.attachments.where(:digest => attachment_digest(attachment.body.to_s)).empty? && accept_attachment?(new_attachment)
+          obj.attachments << new_attachment
+          logger.info "#{email && email.message_id}: attachment #{attachment_filename} added to ticket: '#{obj.subject}'" if logger
+        end
+      end
+    end
+  end
+
+  def get_keyword(attr, options = {})
+    @keywords ||= {}
+    if !@keywords.has_key?(attr)
+      if (options[:override] || attr_overridable?(attr)) &&
+           v = extract_keyword!(escaped_cleaned_up_text_body, attr, options[:format])
+        @keywords[attr] = v
+      elsif !@@helpdesk_mailer_options[:issue][attr].blank?
+        @keywords[attr] = @@helpdesk_mailer_options[:issue][attr]
+      end
+    end
+    @keywords[attr]
+  end
+
+  def attr_overridable?(attr)
+    @@helpdesk_mailer_options[:allow_override].present? &&
+      @@helpdesk_mailer_options[:allow_override].include?(attr.to_s)
+  end
+
+  def find_user_from_keyword(keyword)
+    user ||= User.find_by_mail(keyword)
+    user ||= User.find_by_login(keyword)
+    if user.nil? && keyword.match(/ /)
+      firstname, lastname = *(keyword.split) # "First Last Throwaway"
+      user ||= User.find_by_firstname_and_lastname(firstname, lastname)
+    end
+    user
+  end
+
+  def check_blacklist?(email)
+    return true if HelpdeskSettings["helpdesk_blacklist", target_project].blank?
+    addr = email.from_addrs.first.to_s.strip
+    from_addr = addr # (addr && !addr.spec.blank?) ? addr.spec : email.header["from"].inspect.match(/[-A-z0-9.]+@[-A-z0-9.]+/).to_s
+    cond = "(" + HelpdeskSettings["helpdesk_blacklist", target_project].split("\n").map{|u| u.strip unless u.blank?}.compact.join('|') + ")"
+    !from_addr.match(cond)
+  end
+
+  def new_contact_from_attributes(email_address, fullname=nil)
+    contact = Contact.new
+
+    # Truncating the email address would result in an invalid format
+    contact.email = email_address
+    names = fullname.blank? ? email_address.gsub(/@.*$/, '').split('.') : fullname.split
+    contact.first_name = names.shift.slice(0, 255)
+    contact.last_name = names.join(' ').slice(0, 255)
+    contact.company = email_address.downcase.slice(0, 255)
+    contact.last_name = '-' if contact.last_name.blank?
+
+    if contact.last_name =~ %r(\((.*)\))
+      contact.last_name, contact.company = $`, $1
+    end
+
+    if contact.first_name =~ /,$/
+      contact.first_name = contact.last_name
+      contact.last_name = $` # everything before the match
+    end
+
+    contact.projects << target_project
+    contact.tag_list = HelpdeskSettings["helpdesk_created_contact_tag", target_project] if HelpdeskSettings["helpdesk_created_contact_tag", target_project]
+
+    contact
+  end
+
+  def cc_contacts
+    email[:cc].to_s
+    email.cc_addrs.each_with_index.map do |cc_addr, index|
+      cc_name = email[:cc].display_names[index]
+      create_contact_from_address(cc_addr, cc_name)
+    end.compact
+  end
+
+  def create_contact_from_address(addr, name)
+    contacts = Contact.find_by_emails([addr])
+    unless contacts.blank?
+      contact = contacts.first
+      if contact.projects.blank? || HelpdeskSettings[:helpdesk_add_contact_to_project, target_project].to_i > 0
+        contact.projects << target_project
+        contact.save!
+      end
+
+      return contact
+    end
+
+    if HelpdeskSettings["helpdesk_is_not_create_contacts", target_project].to_i > 0
+      logger.error "#{email && email.message_id}: can't find contact with email: #{addr} in whitelist. Not create new contacts option enable" if logger
+      nil
+    else
+      contact = new_contact_from_attributes(addr, name)
+      if contact.save(:validate => false)
+        contact
+      else
+        logger.error "Helpdeks MailHandler: failed to create Contact: #{contact.errors.full_messages}" if logger
+        nil
+      end
+    end
+  end
+
+  # Get or create contact for the +email+ sender
+  def contact_from_email(email)
+    # from = email.header['from'].to_s
+    # debugger
+    from = cleaned_up_from_address
+    addr, name = from, nil
+    if m = from.match(/^"?(.+?)"?\s+<(.+@.+)>$/)
+      addr, name = m[2], m[1]
+    end
+    if addr.present?
+      create_contact_from_address(addr, name)
+    else
+      logger.error "#{email && email.message_id}: failed to create Contact: no FROM address found" if logger
+      nil
+    end
+
+  end
+
+  # Returns a Hash of issue custom field values extracted from keywords in the email body
+  def custom_field_values_from_keywords(customized)
+    customized.custom_field_values.inject({}) do |h, v|
+      if value = get_keyword(v.custom_field.name, :override => true)
+        h[v.custom_field.id.to_s] = value
+      end
+      h
+    end
+  end
+
+  def save_email_as_attachment(container, filename="message.eml")
+    Attachment.create(:container => container,
+                      :file => email.raw_source.to_s,
+                      :author => user,
+                      :filename => filename,
+                      :content_type => "message/rfc822")
+  end
+
+  def plain_text_body
+    return @plain_text_body unless @plain_text_body.nil?
+    part = email.text_part || email.html_part
+    unless part
+      return @plain_text_body = '' if email.parts.present? && email.parts.all? { |part| part.attachment? }
+      part = email
+    end
+
+    is_html = email.text_part.blank?
+    part_charset = Mail::RubyVer.pick_encoding(part.charset).to_s rescue part.charset
+    @plain_text_body = helpdesk_to_utf8(part.body.decoded, part_charset)
+
+    # strip html tags and remove doctype directive
+    @plain_text_body.gsub! %r{^[ ]+}, ''
+    if is_html && RedmineHelpdesk.strip_tags?
+      @plain_text_body.gsub! %r{<head>(?:.|\n|\r)+?<\/head>}, ""
+      @plain_text_body.gsub! %r{<\/(li|ol|ul|h1|h2|h3|h4)>}, "\r\n"
+      @plain_text_body.gsub! %r{<\/(p|div|pre)>}, "\r\n\r\n"
+      @plain_text_body.gsub! %r{<li>}, "  - "
+      @plain_text_body.gsub! %r{<br[^>]*>}, "\r\n"
+      @plain_text_body = strip_tags(@plain_text_body.strip)
+      @plain_text_body.sub! %r{^<!DOCTYPE .*$}, ''
+    end
+    @plain_text_body.strip
+
+  rescue Exception => e
+    logger.error "#{email && email.message_id}: Message body processing error - #{e.message}" if logger
+    @plain_text_body = '(Unprocessable message body)'
+  end
+
+  def cleaned_up_subject(email)
+    return "" if email[:subject].blank?
+    subject = decode_subject(email[:subject].value)
+    subject = helpdesk_to_utf8(subject)
+    subject.strip[0,255]
+  rescue Exception => e
+    logger.error "#{email && email.message_id}: Message subject processing error - #{e.message}" if logger
+    '(Unprocessable subject)'
+  end
+
+  def cleaned_up_from_address
+    from = email.header['reply-to'].to_s.present? ? email.header['reply-to'] : email.header['from']
+    from.to_s.strip[0, 255]
+  end
+
+  def logger
+    HelpdeskLogger
+  end
+
+  def helpdesk_to_utf8(str, encoding="UTF-8")
+    return str if str.nil?
+    if str.respond_to?(:force_encoding)
+      begin
+        cleaned = str.force_encoding('UTF-8')
+        cleaned = cleaned.encode("UTF-8", encoding) if encoding.upcase == 'ISO-2022-JP'
+        unless cleaned.valid_encoding?
+          cleaned = str.encode('UTF-8', encoding, :invalid => :replace, :undef => :replace, :replace => '').chars.select{|i| i.valid_encoding?}.join
+        end
+        str = cleaned
+      rescue EncodingError
+        str.encode!( 'UTF-8', :invalid => :replace, :undef => :replace )
+      end
+    elsif RUBY_PLATFORM == 'java'
+      begin
+        ic = Iconv.new('UTF-8', encoding + '//IGNORE')
+        str = ic.iconv(str)
+      rescue
+        str = str.gsub(%r{[^\r\n\t\x20-\x7e]}, '?')
+      end
+    else
+      ic = Iconv.new('UTF-8', encoding + '//IGNORE')
+      txtar = ""
+      begin
+        txtar += ic.iconv(str)
+      rescue Iconv::IllegalSequence
+        txtar += $!.success
+        str = '?' + $!.failed[1,$!.failed.length]
+        retry
+      rescue
+        txtar += $!.success
+      end
+      str = txtar
+    end
+    str
+  end
+
+  def attachment_digest(file_source)
+    encoder = Redmine::VERSION.to_s >= '3.4' || RedmineContacts.unstable_branch? ? Digest::SHA256.new : Digest::MD5.new
+    encoder.update(file_source)
+    encoder.hexdigest
+  end
+
+  def set_delivery_options
+    return false if HelpdeskSettings[:helpdesk_smtp_use_default_settings, project.id].to_i == 0
+    message.delivery_method(:smtp)
+    settings = {:address => HelpdeskSettings[:helpdesk_smtp_server, project.id],
+                :port => HelpdeskSettings[:helpdesk_smtp_port, project.id] || 25,
+                :domain => HelpdeskSettings[:helpdesk_smtp_domain, project.id],
+                :enable_starttls_auto => true,
+                :ssl => HelpdeskSettings[:helpdesk_smtp_ssl, project.id].to_i > 0 &&
+                        HelpdeskSettings[:helpdesk_smtp_tls, project.id].to_i == 0}
+    authentication = HelpdeskSettings[:helpdesk_smtp_authentication, project.id]
+    unless authentication.blank?
+      settings.merge!(:authentication => authentication,
+                      :user_name => HelpdeskSettings[:helpdesk_smtp_username, project.id],
+                      :password => HelpdeskSettings[:helpdesk_smtp_password, project.id])
+    end
+    message.delivery_method.settings.merge!(settings)
+  end
+
+  def decode_subject(str)
+    # Optimization: If there's no encoded-words in the string, just return it
+    return str unless str.index("=?")
+
+    str = str.gsub(/\?=(\s*)=\?/, '?=????=?') # Replace whitespaces between 'encoded-word's on special symbols
+    str.split('????').map do |text|
+      if text.index('=?') .nil?
+        text
+      else
+        text.gsub!(/[\r\n]/, '')
+        text.scan(/\=\?.+?\?[qQbB]\?.+?\?\=/).map do |part|
+          if part.index(/\=\?.+\?[Bb]\?.+\?\=/m)
+            part.gsub(/\=\?.+\?[Bb]\?.+\?=/m) { |substr| Mail::Encodings.b_value_decode(substr) }
+          elsif part.index(/\=\?.+\?[Qq]\?.+\?\=/m)
+            part.gsub(/\=\?.+\?[Qq]\?.+\?\=/m) { |substr| Mail::Encodings.q_value_decode(substr) }
+          end
+        end
+      end
+    end.join('')
+  end
+
+  def self.ignored_helpdesk_headers
+    helpdesk_headers = {
+      'X-Auto-Response-Suppress' => /\A(all|AutoReply|oof)/
+    }
+    ignored_emails_headers.merge(helpdesk_headers)
+  end
+
+  def handle_ignored(email)
+    self.class.ignored_helpdesk_headers.each do |key, ignored_value|
+      value = email.header[key]
+      if value
+        value = value.to_s.downcase
+        if (ignored_value.is_a?(Regexp) && value.match(ignored_value)) || value == ignored_value
+          if logger
+            logger.info "#{email && email.message_id}: ignoring email with #{key}:#{value} header"
+          end
+          return false
+        end
+      end
+    end
+    return true
+  end
+
+  def escaped_cleaned_up_text_body
+    text_body = cleaned_up_text_body
+    return text_body unless (ActiveRecord::Base.connection.adapter_name =~ /mysql/i).present?
+    text_body.gsub(/./) { |c| c.bytesize == 4 ? ' ' : c }
+  end
+end

plugins/redmine_contacts_helpdesk/app/models/helpdesk_reports_busiest_time_query.rb

@@ -0,0 +1,18 @@
+class HelpdeskReportsBusiestTimeQuery < HelpdeskReportsQuery
+  def sql_for_staff_field(_field, operator, value)
+    issue_table = Issue.table_name
+    compare = operator == '=' ? 'IN' : 'NOT IN'
+    staff_ids = value.join(',')
+    "#{issue_table}.id IN(SELECT #{issue_table}.id FROM #{issue_table} WHERE (#{issue_table}.assigned_to_id #{compare} (#{staff_ids})))"
+  end
+
+  private
+
+  def collect_answered_users
+    return [] unless project
+    user_ids = Issue.joins(:project).
+      visible.uniq.
+      pluck(:assigned_to_id).compact
+    User.where(:id => user_ids)
+  end
+end

plugins/redmine_contacts_helpdesk/app/models/helpdesk_reports_first_response_query.rb

@@ -0,0 +1,21 @@
+class HelpdeskReportsFirstResponseQuery < HelpdeskReportsQuery
+  def sql_for_staff_field(_field, operator, value)
+    issue_table = Issue.table_name
+    journal_table = Journal.table_name
+    compare = operator == '=' ? 'IN' : 'NOT IN'
+    staff_ids = value.join(',')
+    "#{issue_table}.id IN(SELECT #{issue_table}.id FROM #{issue_table} INNER JOIN #{journal_table} ON #{journal_table}.journalized_id = #{issue_table}.id AND #{journal_table}.journalized_type = 'Issue' WHERE (#{journal_table}.user_id #{compare} (#{staff_ids})))"
+  end
+
+  private
+
+  def collect_answered_users
+    return [] unless project
+    user_ids = Issue.joins(:project).
+      joins(:journals).
+      joins(:journals => :journal_message).
+      visible.uniq.
+      pluck(:assigned_to_id).compact
+    User.where(:id => user_ids)
+  end
+end

plugins/redmine_contacts_helpdesk/app/models/helpdesk_reports_query.rb

@@ -0,0 +1,94 @@
+class HelpdeskReportsQuery < Query
+  self.queried_class = JournalMessage
+  operators_by_filter_type[:time_interval] = ['t', 'ld', 'w', 'l2w', 'm', 'lm', 'y']
+
+  def initialize_available_filters
+    add_available_filter 'message_date', :type => :time_interval, :name => l(:label_helpdesk_filter_time_interval)
+    author_values = collect_answered_users.collect { |user| [user.name, user.id.to_s] }
+    add_available_filter 'staff', :type => :list, :name => l(:field_assigned_to), :values => author_values
+  end
+
+  def build_from_params(params)
+    if params[:fields] || params[:f]
+      self.filters = {}
+      add_filters(params[:fields] || params[:f], params[:operators] || params[:op], params[:values] || params[:v])
+    else
+      available_filters.keys.each do |field|
+        add_short_filter(field, params[field]) if params[field]
+      end
+    end
+    self
+  end
+
+  def issues(options = {})
+    scope = issue_scope.eager_load((options[:include] || []).uniq).
+                        where(options[:conditions]).
+                        limit(options[:limit]).
+                        offset(options[:offset])
+    scope
+  rescue ::ActiveRecord::StatementInvalid => e
+    raise StatementInvalid.new(e.message)
+  end
+
+  def sql_for_staff_field(_field, operator, value)
+    issue_table = Issue.table_name
+    journal_table = Journal.table_name
+    compare = operator == '=' ? 'IN' : 'NOT IN'
+    staff_ids = value.join(',')
+    "#{issue_table}.id IN(SELECT #{issue_table}.id FROM #{issue_table} INNER JOIN #{journal_table} ON #{journal_table}.journalized_id = #{issue_table}.id AND #{journal_table}.journalized_type = 'Issue' WHERE (#{journal_table}.user_id #{compare} (#{staff_ids})))"
+  end
+
+  private
+
+  def collect_answered_users
+    return [] unless project
+    user_ids = Issue.joins(:project).
+      joins(:journals).
+      joins(:journals => :journal_message).
+      visible.uniq.
+      pluck(:assigned_to_id).compact
+    User.where(:id => user_ids)
+  end
+
+  def sql_for_field(field, operator, value, db_table, db_field, is_custom_filter = false)
+    sql = ''
+    first_day_of_week = l(:general_first_day_of_week).to_i
+    date = Date.today
+    day_of_week = date.cwday
+    case operator
+    when 'pre_t'
+      sql = date_clause_selector(db_table, db_field, -1, -1, is_custom_filter)
+    when 'pre_ld'
+      sql = date_clause_selector(db_table, db_field, -2, -2, is_custom_filter)
+    when 'pre_w'
+      days_ago = (day_of_week >= first_day_of_week ? day_of_week - first_day_of_week : day_of_week + 7 - first_day_of_week)
+      sql = date_clause_selector(db_table, db_field, - days_ago - 7, - days_ago - 1, is_custom_filter)
+    when 'pre_l2w'
+      days_ago = (day_of_week >= first_day_of_week ? day_of_week - first_day_of_week : day_of_week + 7 - first_day_of_week)
+      sql = date_clause_selector(db_table, db_field, - days_ago - 28, - days_ago - 14 - 1, is_custom_filter)
+    when 'pre_m'
+      sql = date_clause_selector_for_date(db_table, db_field, (date - 1.month).beginning_of_month, (date - 1.month).end_of_month, is_custom_filter)
+    when 'pre_lm'
+      sql = date_clause_selector_for_date(db_table, db_field, (date - 2.months).beginning_of_month, (date - 2.months).end_of_month, is_custom_filter)
+    when 'pre_y'
+      sql = date_clause_selector_for_date(db_table, db_field, (date - 1.year).beginning_of_year, (date - 1.year).end_of_year, is_custom_filter)
+    end
+    sql = super(field, operator, value, db_table, db_field, is_custom_filter) if sql.blank?
+
+    sql
+  end
+
+  def date_clause_selector(table, field, from, to, is_custom_filter)
+    return date_clause(table, field, (from ? Date.today + from : nil), (to ? Date.today + to : nil)) if Redmine::VERSION.to_s < '3.0'
+    date_clause(table, field, (from ? Date.today + from : nil), (to ? Date.today + to : nil), is_custom_filter)
+  end
+
+  def date_clause_selector_for_date(table, field, date_from, date_to, is_custom_filter)
+    return date_clause(table, field, date_from, date_to) if Redmine::VERSION.to_s < '3.0'
+    date_clause(table, field, date_from, date_to, is_custom_filter)
+  end
+
+  def issue_scope
+    Issue.visible.joins(:project, :journals => :journal_message).where(statement).uniq
+  end
+end

plugins/redmine_contacts_helpdesk/app/models/helpdesk_ticket.rb

@@ -0,0 +1,268 @@
+class HelpdeskTicket < ActiveRecord::Base
+  HELPDESK_EMAIL_SOURCE = 0
+  HELPDESK_WEB_SOURCE = 1
+  HELPDESK_PHONE_SOURCE = 2
+  HELPDESK_TWITTER_SOURCE = 3
+  HELPDESK_CONVERSATION_SOURCE = 4
+
+  SEND_AS_NOTIFICATION = 1
+  SEND_AS_MESSAGE = 2
+
+  attr_accessible :vote, :vote_comment,:from_address,
+                  :to_address, :cc_address, :ticket_date,
+                  :message_id, :is_incoming, :customer, :issue, :source, :contact_id, :ticket_time
+
+  attr_accessor :ticket_time
+
+  unloadable
+  belongs_to :customer, :class_name => 'Contact', :foreign_key => 'contact_id'
+  belongs_to :issue
+  has_one :message_file, :class_name => "Attachment", :as  => :container, :dependent => :destroy
+
+  acts_as_attachable :view_permission => :view_issues,
+                     :delete_permission => :edit_issues
+
+
+  if ActiveRecord::VERSION::MAJOR >= 4
+    acts_as_activity_provider :type => 'helpdesk_tickets',
+                              :permission => :view_helpdesk_tickets,
+                              :timestamp => "#{table_name}.ticket_date",
+                              :author_key => "#{Issue.table_name}.author_id",
+                              :scope => eager_load(:issue => :project)
+  else
+    acts_as_activity_provider :type => 'helpdesk_tickets',
+                              :permission => :view_helpdesk_tickets,
+                              :timestamp => "#{table_name}.ticket_date",
+                              :author_key => "#{Issue.table_name}.author_id",
+                              :find_options => {:include => {:issue => :project}}
+  end
+
+  acts_as_event :datetime => :ticket_date,
+                :project_key => "#{Project.table_name}.id",
+                :url => Proc.new {|o| {:controller => 'issues', :action => 'show', :id => o.issue_id}},
+                :type => Proc.new {|o| 'icon icon-email' + (o.issue.closed? ? ' closed' : '') if o.issue },
+                :title => Proc.new {|o| "##{o.issue.id} (#{o.issue.status}): #{o.issue.subject}" if o.issue },
+                :author => Proc.new {|o|  o.customer},
+                :description => Proc.new{|o| o.issue.description if o.issue}
+
+  accepts_nested_attributes_for :customer
+
+  after_create :set_ticket_private
+  before_save :calculate_metrics
+  validates_presence_of :customer, :ticket_date
+
+  def initialize(attributes=nil, *args)
+    super
+    if new_record?
+      # set default values for new records only
+      self.ticket_date ||= Time.now
+      self.source ||= HelpdeskTicket::HELPDESK_EMAIL_SOURCE
+    end
+  end
+
+  def ticket_time
+    self.ticket_date.to_s(:time) unless self.ticket_date.blank?
+  end
+
+  def ticket_time=(val)
+    if !self.ticket_date.blank? && val.to_s.gsub(/\s/, "").match(/^(\d{1,2}):(\d{1,2})$/)
+      timezone = ticket_date.try(:time_zone).try(:name) || Time.zone.name
+      self.ticket_date = ActiveSupport::TimeZone.new(timezone).local_to_utc(self.ticket_date.utc).
+                                                 in_time_zone(timezone).
+                                                 change({:hour => $1.to_i % 24, :min => $2.to_i % 60})
+    end
+  end
+
+  def recalculate_events
+    unless issue.closed?
+      close_journal_id = nil
+    end
+  end
+
+  def available_addresses
+    @available_addresses ||= ([self.default_to_address] | self.customer.emails.map{|e| e} | [self.from_address.blank? ? nil : self.from_address.downcase.strip]).compact.uniq if self.customer
+  end
+
+  def default_to_address
+    return last_response_address if last_journal_message && last_journal_message.is_incoming?
+    address = self.from_address.blank? ? "" : self.from_address.downcase.strip
+    self.customer.emails.include?(address) ? address : self.customer.primary_email
+  end
+
+  def last_reply_customer
+    return customer unless default_to_address
+    customer.primary_email == default_to_address ? customer : Contact.find_by_emails([default_to_address]).first
+  end
+
+  def cc_addresses
+    @cc_addresses = ((self.issue.contacts ? self.issue.contacts.map(&:primary_email) : []) | cc_address.to_s.split(',')).compact.uniq
+  end
+
+  def project
+    issue.project if issue
+  end
+
+  def author
+    issue.author if issue
+  end
+
+  def customer_name
+  	customer.name if customer
+  end
+
+  def responses
+    @responses ||= JournalMessage.
+      joins(:journal).
+      where(:journals => {:journalized_id => self.issue_id}).
+      order("#{JournalMessage.table_name}.message_date ASC")
+  end
+
+  def reaction_date
+    @reaction_date ||= self.issue.journals.
+      joins(:journal_message).
+      where("#{JournalMessage.table_name}.journal_id IS NULL OR #{JournalMessage.table_name}.is_incoming = ?", false).
+      order("#{Journal.table_name}.created_on ASC").
+      first.
+      try(:created_on).try(:utc)
+  end
+
+  def response_addresses
+    responses.where(:is_incoming => true).map { |response| response.from_address }.uniq
+  end
+
+  def first_response_date
+    @first_response_date ||= responses.select {|r| !r.is_incoming? }.first.try(:message_date).try(:utc)
+  end
+
+  def last_response_time
+    @last_response_time ||= last_journal_message && last_journal_message.is_incoming? && !self.issue.closed? ? last_journal_message.message_date.utc : nil
+  end
+
+  def last_response_address
+    response_addresses.last
+  end
+
+  def last_agent_response
+    @last_agent_response ||= responses.select { |r| !r.is_incoming? }.last
+  end
+
+  def last_journal_message
+    @last_journal_message ||= responses.last
+  end
+
+  def last_customer_response
+    @last_customer_response ||= responses.select { |r| r.is_incoming? }.last
+  end
+
+  def average_response_time
+
+  end
+
+  def ticket_source_name
+    case self.source
+      when HelpdeskTicket::HELPDESK_EMAIL_SOURCE then l(:label_helpdesk_tickets_email)
+      when HelpdeskTicket::HELPDESK_PHONE_SOURCE then l(:label_helpdesk_tickets_phone)
+      when HelpdeskTicket::HELPDESK_WEB_SOURCE then l(:label_helpdesk_tickets_web)
+      when HelpdeskTicket::HELPDESK_TWITTER_SOURCE then l(:label_helpdesk_tickets_twitter)
+      when HelpdeskTicket::HELPDESK_CONVERSATION_SOURCE then l(:label_helpdesk_tickets_conversation)
+      else ""
+    end
+  end
+
+  def ticket_source_icon
+    case self.source
+      when HelpdeskTicket::HELPDESK_EMAIL_SOURCE then "icon-email"
+      when HelpdeskTicket::HELPDESK_PHONE_SOURCE then "icon-call"
+      when HelpdeskTicket::HELPDESK_WEB_SOURCE then "icon-web"
+      when HelpdeskTicket::HELPDESK_TWITTER_SOURCE then "icon-twitter"
+      else "icon-helpdesk"
+    end
+  end
+
+  def content
+    issue.description if issue
+  end
+
+  def customer_email
+    customer.primary_email if customer
+  end
+
+  def last_message
+    @last_message ||= JournalMessage.eager_load(:journal => :issue).where(:issues => {:id => issue.id}).order("#{Journal.table_name}.created_on ASC").last || self
+  end
+
+  def last_message_date
+    last_message.is_a?(HelpdeskTicket) ? self.ticket_date : last_message.message_date if last_message
+  end
+
+  def ticket_date
+    return nil if super.blank?
+    zone = User.current.time_zone
+    zone ? super.in_time_zone(zone) : (super.utc? ? super.localtime : super)
+  end
+
+  def token
+    Digest::MD5.hexdigest("#{issue.id}:#{self.ticket_date.utc}:#{Rails.application.config.secret_token}")
+  end
+
+  def calculate_metrics
+    self.reaction_time = reaction_date - ticket_date.utc if reaction_date && ticket_date
+    self.first_response_time = first_response_date - ticket_date.utc if first_response_date && ticket_date
+    self.resolve_time = self.issue.closed? ? self.issue.closed_on - ticket_date.utc : nil if ticket_date && self.issue.closed_on && last_agent_response
+    self.last_agent_response_at = last_agent_response.message_date if last_agent_response
+    self.last_customer_response_at = last_customer_response.message_date if last_customer_response
+  end
+
+  def self.vote_message(vote)
+    case vote.to_i
+    when 0
+      l(:label_helpdesk_mark_notgood)
+    when 1
+      l(:label_helpdesk_mark_justok)
+    when 2
+      l(:label_helpdesk_mark_awesome)
+    else
+      ""
+    end
+  end
+
+  def update_vote(new_vote, comment = nil)
+    old_vote = vote
+    old_vote_comment = vote_comment
+    if update_attributes(:vote => new_vote, :vote_comment => comment )
+      if old_vote != vote || old_vote_comment != vote_comment
+        journal = Journal.new(:journalized => issue, :user => User.current)
+        journal.details << JournalDetail.new(:property => 'attr',
+                                              :prop_key => 'vote',
+                                              :old_value => old_vote,
+                                              :value => vote) if old_vote != vote
+        journal.details << JournalDetail.new(:property => 'attr',
+                                              :prop_key => 'vote_comment',
+                                              :old_value => old_vote_comment,
+                                              :value => vote_comment) if old_vote_comment != vote_comment
+        journal.save
+      end
+    end
+  end
+
+  def self.autoclose(project)
+    return unless RedmineHelpdesk.autoclose_tickets_after > 0
+    issues = Issue.includes(:helpdesk_ticket).where(:project_id => project.id).
+                                           where(:status_id => RedmineHelpdesk.autoclose_from_status).
+                                           where('created_on < ?', Time.now - RedmineHelpdesk.autoclose_time_interval)
+    issues.find_each do |issue|
+      issue.init_journal(User.anonymous)
+      issue.current_journal.notes = I18n.t('label_helpdesk_autoclosed_ticket')
+      issue.status_id = RedmineHelpdesk.autoclose_to_status
+      issue.save
+    end
+  end
+
+  private
+
+  def set_ticket_private
+    return unless RedmineHelpdesk.settings["helpdesk_assign_contact_user"].to_i > 0
+    issue.assign_attributes(:is_private => true) if RedmineHelpdesk.settings["helpdesk_create_private_tickets"].to_i > 0
+    issue.save unless issue.new_record?
+  end
+end

plugins/redmine_contacts_helpdesk/app/models/journal_message.rb

@@ -0,0 +1,58 @@
+class JournalMessage < ActiveRecord::Base
+  unloadable
+  belongs_to :contact
+  belongs_to :journal
+  has_one :message_file, :class_name => "Attachment", :as  => :container, :dependent => :destroy
+
+  attr_accessible :source, :from_address, :to_address, :bcc_address, :cc_address, :message_id, :is_incoming, :message_date, :contact, :journal
+
+  acts_as_attachable :view_permission => :view_issues,
+                     :delete_permission => :edit_issues
+
+  if ActiveRecord::VERSION::MAJOR >= 4
+    acts_as_activity_provider :type => 'helpdesk_tickets',
+                              :permission => :view_helpdesk_tickets,
+                              :timestamp => "#{table_name}.message_date",
+                              :author_key => "#{Journal.table_name}.user_id",
+                              :scope => eager_load({:journal => [{:issue => [:project, :tracker]}, :details, :user]}, :contact)
+  else
+    acts_as_activity_provider :type => 'helpdesk_tickets',
+                              :permission => :view_helpdesk_tickets,
+                              :timestamp => "#{table_name}.message_date",
+                              :author_key => "#{Journal.table_name}.user_id",
+                              :find_options => {:include => [{:journal => [{:issue => [:project, :tracker]}, :details, :user]}, :contact]}
+  end
+
+  acts_as_event :title => Proc.new {|o| "#{o.journal.issue.tracker} ##{o.journal.issue.id}: #{o.journal.issue.subject}" if o.journal && o.journal.issue},
+                :datetime => :message_date,
+                :group => :helpdesk_ticket,
+                :project_key => "#{Project.table_name}.id",
+                :url => Proc.new {|o| {:controller => 'issues', :action => 'show', :id => o.journal.issue.id, :anchor => "change-#{o.id}"} if o.journal},
+                :type => Proc.new {|o| ('icon' + (o.is_incoming? ? " icon-email" : " icon-email-to"))  },
+                :author => Proc.new {|o|  o.is_incoming? ? o.contact : o.journal.user },
+                :description => Proc.new{|o| o.journal.notes if o.journal}
+
+  validates_presence_of :contact, :journal, :message_date
+
+  def project
+    journal.project
+  end
+
+  def contact_name
+  	contact.name
+  end
+
+  def contact_email
+  	contact.emails.first
+  end
+
+  def helpdesk_ticket
+    journal.issue.helpdesk_ticket
+  end
+
+  def content
+    journal.notes
+  end
+
+
+end

plugins/redmine_contacts_helpdesk/app/views/canned_responses/_form.html.erb

@@ -0,0 +1,41 @@
+<%= back_url_hidden_field_tag %>
+<%= error_messages_for 'canned_response' %>
+
+<div class="box tabular">
+<p><%= f.text_field :name, :size => 80, :required => true %></p>
+<% if User.current.admin? || User.current.allowed_to?(:manage_public_canned_responses, @project) %>
+  <% if @canned_response.user %>
+  <p>
+    <label><%= l(:field_author) %></label>
+    <%= @canned_response.user.name %>
+  </p>
+  <% end %>
+
+<p>
+<%= f.check_box :is_public,
+      :label => l(:field_is_public),
+      :onchange => (User.current.admin? ? nil : 'if (this.checked) {$("#canned_response_is_for_all").removeAttr("checked"); $("#canned_response_is_for_all").attr("disabled", true);} else {$("#canned_response_is_for_all").removeAttr("disabled");}') %>
+      </p>
+<% end %>
+
+<p><label for="canned_response_is_for_all"><%=l(:field_is_for_all)%></label>
+<%= check_box_tag 'canned_response_is_for_all', 1, @canned_response.project.nil?,
+      :disabled => (!@canned_response.new_record? && (@canned_response.project.nil? || (@canned_response.is_public? && !User.current.admin?))) %></p>
+
+<p><%= f.text_area :content, :required => true, :class => 'wiki-edit', :rows => 5 %>
+<em class="info"><%= l(:text_helpdesk_answer_macros, :macro => HelpdeskSettings::MACRO_LIST.map{|m| link_to m, "#", :class => "mail-macro"}.join(', ')).html_safe %></em>
+<%= wikitoolbar_for 'canned_response_content' %>
+</p>
+
+</div>
+
+<script type="text/javascript" charset="utf-8">
+  $(".info a.mail-macro").bind("click", function() {
+    $('#canned_response_content').insertAtCaret($(this).html());
+    return false;
+  });
+</script>
+
+<% content_for :header_tags do %>
+  <%= javascript_include_tag :contacts, :plugin => 'redmine_contacts'  %>
+<% end %>

plugins/redmine_contacts_helpdesk/app/views/canned_responses/_index.html.erb

@@ -0,0 +1,37 @@
+<div class="contextual">
+  <%= link_to l(:label_helpdesk_new_canned_response), {:controller => "canned_responses", :action => 'new'}, :class => 'icon icon-add' %>
+</div>
+<h3><%= l(:label_helpdesk_canned_response_plural) %></h3>
+
+<% if @canned_responses.any? %>
+  <table class="list">
+    <thead><tr>
+    <th><%= l(:field_name) %></th>
+    <th><%= l(:field_content) %></th>
+    <th><%= l(:field_is_public) %></th>
+    <th><%= l(:field_author) %></th>
+    <th><%= l(:field_project) %></th>
+    <th></th>
+    </tr></thead>
+    <tbody>
+    <% @canned_responses.each do |canned_response| %>
+    <tr class="<%= cycle 'odd', 'even' %>">
+      <td class="name"><%= canned_response.name  %></td>
+      <td class="name"><em class="info"><%= canned_response.content.gsub(/$/, ' ').truncate(250) %></em></td>
+      <td class="tick"><%= checked_image canned_response.is_public? %></td>
+      <td class="project"><%= canned_response.user.try(:name) %></td>
+      <td class="project"><%= canned_response.project ? canned_response.project.name : l(:field_is_for_all) %></td>
+      <td class="buttons">
+        <%= link_to l(:button_edit), edit_canned_response_path(canned_response), :class => 'icon icon-edit' %>
+        <%= delete_link canned_response_path(canned_response, :project_id => canned_response.project) %>
+      </td>
+    </tr>
+    <% end %>
+    </tbody>
+  </table>
+  <% if @canned_response_pages %>
+    <p class="pagination"><%= pagination_links_full @canned_response_pages %></p>
+  <% end %>
+<% else %>
+  <p class="nodata"><%= l(:label_no_data) %></p>
+<% end %>

plugins/redmine_contacts_helpdesk/app/views/canned_responses/add.js.erb

@@ -0,0 +1,43 @@
+(function($) {
+
+$.fn.insertAtCaret = function (myValue) {
+
+  return this.each(function() {
+
+    //IE support
+    if (document.selection) {
+
+      this.focus();
+      sel = document.selection.createRange();
+      sel.text = myValue;
+      this.focus();
+
+    } else if (this.selectionStart || this.selectionStart == '0') {
+
+      //MOZILLA / NETSCAPE support
+      var startPos = this.selectionStart;
+      var endPos = this.selectionEnd;
+      var scrollTop = this.scrollTop;
+      this.value = this.value.substring(0, startPos)+ myValue+ this.value.substring(endPos,this.value.length);
+      this.focus();
+      this.selectionStart = startPos + myValue.length;
+      this.selectionEnd = startPos + myValue.length;
+      this.scrollTop = scrollTop;
+
+    } else {
+
+      this.value += myValue;
+      this.focus();
+    }
+  });
+};
+
+})(jQuery);
+
+$('#issue_notes').insertAtCaret("<%= raw escape_javascript(@content) %>")
+
+$('#helpdesk_canned_response').val("");
+
+if ($('#cke_issue_notes').length > 0) {
+  CKEDITOR.instances['issue_notes'].insertHtml("<%= raw escape_javascript(@content) %>");
+}

plugins/redmine_contacts_helpdesk/app/views/canned_responses/edit.html.erb

@@ -0,0 +1,6 @@
+<h2><%=l(:label_helpdesk_canned_response)%></h2>
+
+<%= labelled_form_for :canned_response, @canned_response, :url => { :action => 'update', :project_id => @project } do |f| %>
+<%= render :partial => 'canned_responses/form', :locals => { :f => f } %>
+<%= submit_tag l(:button_save) %>
+<% end %>

plugins/redmine_contacts_helpdesk/app/views/canned_responses/index.html.erb

@@ -0,0 +1 @@
+<%= render :partial => 'index' %>

plugins/redmine_contacts_helpdesk/app/views/canned_responses/new.html.erb

@@ -0,0 +1,6 @@
+<h2><%=l(:label_helpdesk_new_canned_response)%></h2>
+
+<%= labelled_form_for :canned_response, @canned_response, :url => { :action => 'create', :project_id => @project } do |f| %>
+<%= render :partial => 'canned_responses/form', :locals => { :f => f } %>
+<%= submit_tag l(:button_create) %>
+<% end %>

plugins/redmine_contacts_helpdesk/app/views/contacts/_helpdesk_tickets.html.erb

@@ -0,0 +1,54 @@
+<% tickets_scope = @contact.all_tickets.visible.order_by_status %>
+
+<% tickets = tickets_scope %>
+<div id="helpdesk_tickets" class="contact-issues">
+<div class="contextual">
+  <%= link_to l(:label_helpdesk_ticket_new),  {:controller => 'issues',
+                                                   :action => 'new',
+                                                   :customer_id => @contact,
+                                                   :tracker_id => HelpdeskSettings["helpdesk_tracker", @project.id],
+                                                   :project_id => @project} if User.current.allowed_to?(:add_issues, @project) && User.current.allowed_to?(:send_response, @project) && HelpdeskSettings["helpdesk_tracker", @project.id] %>
+</div>
+
+<h3><%= link_to(l(:label_helpdesk_ticket_plural), {:controller => 'issues',
+                                                       :action => 'index',
+                                                       :set_filter => 1,
+                                                       :customer => [@contact.id],
+                                                       :status_id => "*",
+                                                       :c => ["project", "tracker", "status", "subject", "customer", "customer_company", "last_message"],
+                                                       :sort => 'priority:desc,updated_on:desc'})  %> </h3>
+
+<% if tickets && tickets.any? %>
+  <%= form_tag({}, :data => {:cm_url => issues_context_menu_path}) do %>
+    <table class="list tickets">
+      <tbody>
+      <% for ticket in tickets %>
+      <tr id="ticket-<%= h(ticket.id) %>" class="issue hascontextmenu <%= cycle('odd', 'even') %> <%= ticket.css_classes %>">
+        <td>
+          <%= check_box_tag("ids[]", ticket.id, false, :style => 'display:none;', :id => nil) %>
+          <span class="icon <%= ticket.helpdesk_ticket.ticket_source_icon %>"></span>
+        </td>
+        <td class="subject">
+          <%= link_to "##{ticket.id} - #{truncate(ticket.subject, :length => 60)} (#{ticket.status})", issue_path(ticket), :class => ticket.css_classes %>
+        </td>
+        <% if @contact.is_company %>
+        <td class="customer"><%= contact_tag(ticket.customer, :type => 'plain') %></td>
+        <% end %>
+        <td class="last_message"><small>
+          <%= ticket.description.truncate(250) %>
+        </small></td>
+      </tr>
+      <% end %>
+      </tbody>
+    </table>
+  <% end %>
+  <% if Redmine::VERSION.to_s >= '3.4' || RedmineContacts.unstable_branch? %>
+    <%= context_menu %>
+  <% else %>
+    <%= context_menu issues_context_menu_path %>
+  <% end %>
+<% else %>
+  <p class="nodata"><%= l(:label_no_data) %></p>
+<% end %>
+
+</div>

plugins/redmine_contacts_helpdesk/app/views/context_menus/_helpdesk_contacts.html.erb

@@ -0,0 +1,13 @@
+<% if @contact &&  User.current.allowed_to?(:view_helpdesk_tickets, @project) && User.current.allowed_to?(:add_issues, @project) && HelpdeskSettings["helpdesk_tracker", @project.id] %>
+    <li><%= context_menu_link l(:label_helpdesk_ticket_new), {:controller => 'issues', 
+                                                   :action => 'new', 
+                                                   :customer_id => @contact, 
+                                                   :tracker_id => HelpdeskSettings["helpdesk_tracker", @project.id],
+                                                   :project_id => @project, 
+                                                   :back_url => @back}, 
+                              :method => :get,
+                              :class => 'icon-support' %>
+    </li>
+<% end %>
+
+

plugins/redmine_contacts_helpdesk/app/views/helpdesk/_index.html.erb

@@ -0,0 +1,81 @@
+<div class="contextual">
+<% if !@query.new_record? && @query.editable_by?(User.current) %>
+  <%= link_to l(:button_edit), edit_query_path(@query), :class => 'icon icon-edit' %>
+  <%= delete_link query_path(@query) %>
+<% end %>
+</div>
+
+<h2><%= @query.new_record? ? l(:label_issue_plural) : h(@query.name) %></h2>
+<% html_title(@query.new_record? ? l(:label_issue_plural) : @query.name) %>
+
+<%= form_tag({ :controller => 'issues', :action => 'index', :project_id => @project },
+            :method => :get, :id => 'query_form') do %>
+    <%= hidden_field_tag 'set_filter', '1' %>
+    <div id="query_form_content" class="hide-when-print">
+    <fieldset id="filters" class="collapsible <%= @query.new_record? ? "" : "collapsed" %>">
+      <legend onclick="toggleFieldset(this);"><%= l(:label_filter_plural) %></legend>
+      <div style="<%= @query.new_record? ? "" : "display: none;" %>">
+        <%= render :partial => 'queries/filters', :locals => {:query => @query} %>
+      </div>
+    </fieldset>
+    <fieldset class="collapsible collapsed">
+      <legend onclick="toggleFieldset(this);"><%= l(:label_options) %></legend>
+      <div style="display: none;">
+        <table>
+          <tr style="display: none;">
+            <td><%= l(:field_column_names) %></td>
+            <td><%= render :partial => 'queries/columns', :locals => {:query => @query} %></td>
+          </tr>
+          <tr>
+            <td><label for='group_by'><%= l(:field_group_by) %></label></td>
+            <td><%= select_tag('group_by',
+                               options_for_select(
+                                 [[]] + @query.groupable_columns.collect {|c| [c.caption, c.name.to_s]},
+                                 @query.group_by)
+                       ) %></td>
+          </tr>
+          <tr>
+            <td><label for='sort'><%= l(:label_sort) %></label></td>
+            <td><%= select_tag('sort',
+                               options_for_select(
+                                 [[]] + @query.available_columns.select(&:sortable?).collect {|c| [c.caption, "#{c.name.to_s}:desc,id:desc"]},
+                                 params[:sort])
+                       ) %></td>
+          </tr>
+        </table>
+      </div>
+    </fieldset>
+    </div>
+    <p class="buttons hide-when-print">
+
+    <%= link_to_function l(:button_apply), 'submit_query_form("query_form")', :class => 'icon icon-checked' %>
+    <%= link_to l(:button_clear), { :set_filter => 1, :project_id => @project }, :class => 'icon icon-reload'  %>
+    <% if @query.new_record? && User.current.allowed_to?(:save_queries, @project, :global => true) %>
+        <%= link_to_function l(:button_save),
+                             "$('#query_form').attr('action', '#{ @project ? new_project_query_path(@project) : new_query_path }'); submit_query_form('query_form')",
+                             :class => 'icon icon-save' %>
+    <% end %>
+    </p>
+<% end %>
+
+<%= error_messages_for 'query' %>
+<% if @query.valid? %>
+<% if @issues.empty? %>
+<p class="nodata"><%= l(:label_no_data) %></p>
+<% else %>
+<%= render :partial => 'helpdesk/list', :locals => {:issues => @issues, :query => @query} %>
+<span class="pagination"><%= pagination_links_full @issue_pages, @issue_count %></span>
+<% end %>
+
+<% end %>
+
+<% content_for :sidebar do %>
+    <%= render :partial => 'issues/sidebar' %>
+<% end %>
+
+<% content_for :header_tags do %>
+    <%= stylesheet_link_tag :contacts, :plugin => 'redmine_contacts' %>
+    <%= stylesheet_link_tag :helpdesk, :plugin => 'redmine_contacts_helpdesk' %>
+<% end %>
+
+<%= context_menu issues_context_menu_path %>

plugins/redmine_contacts_helpdesk/app/views/helpdesk/_list.html.erb

@@ -0,0 +1,66 @@
+<%= form_tag({}) do -%> 
+  <%= hidden_field_tag 'back_url', url_for(params) %>  
+  <%= hidden_field_tag 'project_id', @project.id if @project %>
+
+    <table class="contacts tickets index">
+    <tbody>
+      <% previous_group = false %>    
+      <% @issues.each do |issue| %>
+        <% if @query.grouped? && (group = @query.group_by_column.value(issue)) != previous_group %>
+          <% reset_cycle %>
+          <tr class="group open">
+            <td colspan="<%= @query.columns.size + 2 %>">
+              <span class="expander" onclick="toggleRowGroup(this);">&nbsp;</span>
+              <%= group.blank? ? 'None' : column_content(@query.group_by_column, issue) %> <span class="count">(<%= @issue_count_by_group[group] %>)</span>
+              <%= link_to_function("#{l(:button_collapse_all)}/#{l(:button_expand_all)}", "toggleAllRowGroups(this)", :class => 'toggle-all') %>
+            </td>
+          </tr>
+          <% previous_group = group %>
+        <% end %>
+      <tr class="hascontextmenu">     
+        <td class="checkbox">
+          <%= check_box_tag("ids[]", issue.id, false, :id => nil)  %>
+        </td>
+        <% if Setting.gravatar_enabled? %>
+        <td class="avatar">
+          <% if issue.customer  %>
+              <%= link_to avatar_to(issue.customer, :size => "32"), {:controller => 'contacts', :action => 'show', :project_id => @project, :id => issue.customer.id}, :id => "avatar" %>
+          <% else %> 
+            <%= avatar(issue.author, :size => "32x32", :height => 32, :width => 32) %>     
+          <% end %>
+        </td>   
+        <% end %>     
+        <td class="name ticket-name">
+            <h1 class="ticket_name"><%= link_to "#{issue.subject}", {:controller => :issues, :action => :show, :id => issue.id} %> <span id="ticket-id">#<%= issue.id %></span></h1>
+            <p class="ticket-description" >
+              <small><%= issue.description.gsub("(\n|\r)", "").strip.truncate(100) unless issue.description.blank? %></small>
+            </p>
+            <p class="contact-info">
+              <%=  issue.customer ? "#{content_tag('span', '', :class => "icon icon-email", :title => l(:label_note_type_email))} #{l(:label_helpdesk_from)}: #{link_to_source(issue.customer)}, ".html_safe : "#{l(:label_helpdesk_from)}: #{link_to_user issue.author}, ".html_safe %>
+              <%= l(:label_updated_time, time_tag(issue.updated_on)).html_safe %>
+            </p>
+        </td>
+        <td class="status">
+          <%= content_tag(:span, issue.status.name, :class => "deal-status ticket-status tags status-#{issue.status.id}")  %>
+        </td>         
+        <td class="info ticket-info"> 
+          <% if issue.assigned_to %>
+          <div class="ticket-sum"><%= l(:field_assigned_to) %>: <strong><%= link_to_user issue.assigned_to %><%# "#{issue.currency} " if issue.currency %><%# issue_price(issue.amount)  %></strong>  
+          </div>
+          <% end %>
+          <div class="ticket-priority"><%= l(:field_priority) %>: <strong><%= issue.priority.name %><%# "#{issue.currency} " if issue.currency %><%# issue_price(issue.amount)  %></strong>  
+          </div>
+          <% if issue.due_date %>
+          <div class="ticket-due-date"><%= l(:field_due_date) %>: <strong><%= format_date issue.due_date %><%# "#{issue.currency} " if issue.currency %><%# issue_price(issue.amount)  %></strong>  
+          </div>
+          <% end %>
+        </td>
+      </tr>
+      <% end %>
+
+    </tbody>  
+    </table>
+
+<% end %>      
+
+

plugins/redmine_contacts_helpdesk/app/views/helpdesk/get_mail.js.erb

@@ -0,0 +1 @@
+$('#test_connection_messages').html('<%= escape_javascript @message.html_safe %>')

plugins/redmine_contacts_helpdesk/app/views/helpdesk/show.api.rsb

@@ -0,0 +1,7 @@
+api.message do                                                                   
+  api.journal_id @journal.id 
+  api.content @journal.notes  
+  api.to_address @journal_message.to_address
+  api.message_date format_date(@journal_message.message_date)
+  api.customer(:id => @issue.customer.id, :name => @issue.customer.name) unless @issue.customer.nil?
+end

plugins/redmine_contacts_helpdesk/app/views/helpdesk/show.html.erb

@@ -0,0 +1,332 @@
+<%= render :partial => 'issues/action_menu' %>
+
+<script type="text/javascript" charset="utf-8">
+   $(document).ready(function() {
+    toggleSendMail($('#is_send_mail').get(0));
+   });
+
+  function toggleSendMail(element) {
+    if (element.checked) {
+      $('#journal_contacts').show();
+      $('#helpdesk_cc').show();
+      <% unless HelpdeskSettings["helpdesk_emails_footer", @project].blank? %>
+            $('#email_footer').insertAfter($('#is_send_mail').parents().eq(1).find('.jstEditor .wiki-edit'));
+            $('#email_footer').show();
+        <% end %>
+        <% unless HelpdeskSettings["helpdesk_emails_header", @project].blank? %>
+              $('#email_header').insertBefore($('#is_send_mail').parents().eq(1).find('.jstElements'));
+              $('#email_header').show();
+          <% end %>
+      $('#issue_status_id').val("<%= HelpdeskSettings["helpdesk_answered_status", @project] %>");
+
+    } else {
+      $('#journal_contacts').hide();
+      $('#helpdesk_cc').hide();
+      <% unless HelpdeskSettings["helpdesk_emails_footer", @project].blank? %>
+        $('#email_footer').hide();;
+      <% end %>
+      <% unless HelpdeskSettings["helpdesk_emails_header", @project].blank? %>
+        $('#email_header').hide();;
+      <% end %>
+    }
+
+  }
+</script>
+
+<% unless HelpdeskSettings["helpdesk_emails_header", @project].blank? %>
+  <div id="email_header" style="display: none;" class="email-template">
+    <%= textilizable(HelpdeskMailer.apply_macro(HelpdeskSettings["helpdesk_emails_header", @project], @issue.contact, @issue, User.current)).html_safe  %>
+  </div>
+<% end %>
+
+<% unless HelpdeskSettings["helpdesk_emails_footer", @project].blank? %>
+  <div id="email_footer" style="display: none;" class="email-template">
+    <%= textilizable(HelpdeskMailer.apply_macro(HelpdeskSettings["helpdesk_emails_footer", @project], @issue.contact, @issue, User.current)).html_safe  %>
+  </div>
+<% end %>
+
+
+<h2><%= issue_heading(@issue) %></h2>
+
+<div class="<%= @issue.css_classes %> details">
+  <% if @prev_issue_id || @next_issue_id %>
+    <div class="next-prev-links contextual">
+      <%= link_to_if @prev_issue_id,
+                     "\xc2\xab #{l(:label_previous)}",
+                     (@prev_issue_id ? issue_path(@prev_issue_id) : nil),
+                     :title => "##{@prev_issue_id}" %> |
+      <% if @issue && @issue %>
+        <span class="position"><%= l(:label_item_position, :position => @issue, :count => @issue) %></span> |
+      <% end %>
+      <%= link_to_if @next_issue_id,
+                     "#{l(:label_next)} \xc2\xbb",
+                     (@next_issue_id ? issue_path(@next_issue_id) : nil),
+                     :title => "##{@next_issue_id}" %>
+    </div>
+  <% end %>
+
+<div class="subject">
+<%= render_issue_subject_with_tree(@issue) %>
+</div>
+        <p class="author icon icon-email">
+        <%= l(:label_added_time_by, :author => @issue.author.instance_of?(AnonymousUser) ? link_to_source(@issue.contacts.first) :  link_to_user(@issue.author), :age => time_tag(@issue.created_on)).html_safe %>
+        <% if @issue.created_on != @issue.updated_on %>
+        <%= l(:label_updated_time, time_tag(@issue.updated_on)).html_safe %>.
+        <% end %>
+        </p>
+
+<% if @issue.description? || @issue.attachments.any? -%>
+<hr />
+<% if @issue.description? %>
+  <div class="contextual">
+  <%= link_to l(:button_quote),
+              {:controller => 'journals', :action => 'new', :id => @issue},
+              :remote => true,
+              :method => 'post',
+              :class => 'icon icon-comment' if authorize_for('issues', 'edit') %>
+  </div>
+
+  <div class="wiki">
+  <%= textilizable @issue, :description, :attachments => @issue.attachments %>
+  </div>
+<% end %>
+<%= link_to_attachments @issue, :thumbnails => true %>
+<% end -%>
+
+</div>
+
+<% if @journals.present? %>
+<div id="ticket-history">
+<h3><%=l(:label_history)%></h3>
+  <% reply_links = authorize_for('issues', 'edit') -%>
+  <% for journal in @journals.select{|j| !j.notes.blank? } %>
+    <div id="change-<%= journal.id %>" class="<%= journal.css_classes %> ticket-note">
+      <% if journal.is_incoming? %>
+         <%= link_to avatar_to(journal.contacts.first, :size => "32"), {:controller => 'contacts', :action => 'show', :project_id => @project, :id => journal.contacts.first.id}, :id => "avatar", :class => "ticket-avatar gravatar" unless journal.contacts.blank? %>
+      <% else %>
+        <%= avatar(journal.user, :size => "32x32", :height => 32, :width => 32, :class => "ticket-avatar gravatar") %>
+      <% end %>
+
+      <div id="note-<%= journal.indice %>" class="ticket-note-content">
+        <h4>
+          <%= link_to_in_place_notes_editor(image_tag('edit.png'), "journal-#{journal.id}-notes",
+                                               { :controller => 'journals', :action => 'edit', :id => journal, :format => 'js' },
+                                                  :title => l(:button_edit),
+                                                  :class => "journal-link") if reply_links %>
+          <%= link_to(image_tag('comment.png'),
+                         {:controller => 'journals', :action => 'new', :id => @issue, :journal_id => journal},
+                         :remote => true,
+                         :method => 'post',
+                         :title => l(:button_quote),
+                         :class => "journal-link") %>
+          <% if journal.contacts && journal.contacts.any? && User.current.allowed_to?(:view_helpdesk_tickets, @project) %>
+
+          <span class="icon <%= journal.is_incoming? ? 'icon-email' : 'icon-email-to' %>">
+
+          <% if journal.is_incoming? %>
+            <%= "#{link_to_source journal.contacts.first} (#{journal.journal_messages.first.email})".html_safe unless journal.contacts.blank? %>
+            <% if journal.journal_messages.first.attachments.any? %>
+                <% attachment = journal.journal_messages.first.attachments.first %>
+                <span class="attachment" style="white-space: nowrap;display: inline-block;">
+                  <%= link_to_attachment attachment, :text => l(:label_helpdesk_original), :class => 'icon icon-attachment' -%>
+                  <%= h(" - #{attachment.description}") unless attachment.description.blank? %>
+                    <span class="size">(<%= number_to_human_size attachment.filesize %>)</span>
+                    <%= link_to_if_authorized image_tag('magnifier.png', :plugin => "redmine_contacts_helpdesk"),
+                          :controller => 'helpdesk', :action => 'show_original',
+                          :id => attachment, :project_id => @project %>
+                </span>
+            <% end %>
+          <% else %>
+            <%= link_to_user journal.user %>
+            <span class="sent-to">
+            <%= l(:label_sent_to) %>
+            <% journal.journal_messages.each do |journal_message| %>
+                <span class="contact" style="white-space: nowrap;display: inline-block;">
+                <%= link_to_source(journal_message.contact) %>
+                (<%= journal_message.email %>)
+                </span>
+            <% end %>
+            </span>
+          <% end %>
+          - <%= format_time(@issue.updated_on).html_safe %>.
+          </span>
+          <%# authoring journal.created_on, journal.user, :label => :label_updated_time_by %>
+
+
+
+
+
+
+          <% end %>
+        </h4>
+
+          <div class="wiki editable" id="journal-<%= journal.id %>-notes">
+          <%= textilizable(journal, :notes) %>
+        </div>
+      </div>
+    </div>
+  <% end %>
+
+  <% heads_for_wiki_formatter if User.current.allowed_to?(:edit_issue_notes, @issue.project) || User.current.allowed_to?(:edit_own_issue_notes, @issue.project) %>
+
+</div>
+<% end %>
+
+
+<div style="clear: both;"></div>
+<%= render :partial => 'issues/action_menu' %>
+
+<div style="clear: both;"></div>
+<% if authorize_for('issues', 'edit') %>
+  <div id="update" style="display:none;">
+  <h3><%= l(:button_update) %></h3>
+  <%# labelled_form_for @issue, :html => {:id => 'issue-form', :multipart => true} do |f| %>
+  <%= form_tag({:controller => "helpdesk_tickets", :action => "update"}, :id => 'issue-form', :multipart => true, :method => :put) do |f| %>
+      <%= error_messages_for 'issue' %>
+      <%= render :partial => 'issues/conflict' if @conflict %>
+      <div class="box">
+
+      <p>
+        <%= label_tag :is_send_mail, l(:label_is_send_mail), :class => "icon icon-email-to", :style => "" %>
+        <%= check_box_tag 'is_send_mail', 1, HelpdeskSettings["send_note_by_default", @project], :onclick => "toggleSendMail(this);" %>
+
+        <span id="journal_contacts" style="display: none;">
+          <% @issue.contacts.each do |contact| %>
+            <%= contact_tag(contact) %>
+            (<%= contact.emails.first %>)
+          <% end %>
+          <div id="helpdesk_cc" style="display: none;">
+            <p>
+            <%= label_tag :email_cc, l(:label_email_cc) %>
+            <%= text_field_tag :email_cc, '', :size => "80%" %>
+            </p>
+            <p>
+            <%= label_tag :email_bcc, l(:label_email_bcc) %>
+            <%= text_field_tag :email_bcc, '', :size => "80%" %>
+            </p>
+          </div>
+        </span>
+      </p>
+
+      <%= text_area_tag 'notes', @notes, :cols => 60, :rows => 10, :class => 'wiki-edit' %>
+      <%= wikitoolbar_for 'notes' %>
+
+      <p><%=l(:label_attachment_plural)%><br /><%= render :partial => 'attachments/form', :locals => {:container => @issue} %></p>
+      </div>
+
+      <%# f.hidden_field :lock_version %>
+      <%# hidden_field_tag 'last_journal_id', params[:last_journal_id] || @issue.last_journal_id %>
+      <%= submit_tag l(:button_submit) %>
+      <%= preview_link preview_edit_issue_path(:project_id => @project, :id => @issue), 'issue-form' %>
+  <% end %>
+
+<div id="preview" class="wiki"></div>
+
+  </div>
+<% end %>
+
+<% other_formats_links do |f| %>
+  <%= f.link_to 'Atom', :url => {:key => User.current.rss_key} %>
+  <%= f.link_to 'PDF' %>
+<% end %>
+
+<% html_title "#{@issue.tracker.name} ##{@issue.id}: #{@issue.subject}" %>
+
+<% content_for :sidebar do %>
+    <div id="ticket_attributes">
+      <% if authorize_for('issues', 'edit') %>
+      <div class="contextual">
+      <%= link_to l(:button_update), :onclick => '#' %>
+      </div>
+      <% end %>
+      <h3><%= l(:label_helpdesk_ticket_attributes) %></h3>
+      <table class="attributes">
+      <%= issue_fields_rows do |rows|
+        rows.left l(:field_status), h(@issue.status.name), :class => 'status'
+        rows.left l(:field_priority), h(@issue.priority.name), :class => 'priority'
+
+        unless @issue.disabled_core_fields.include?('assigned_to_id')
+          rows.left l(:field_assigned_to), avatar(@issue.assigned_to, :size => "14").to_s.html_safe + (@issue.assigned_to ? link_to_user(@issue.assigned_to) : "-"), :class => 'assigned-to'
+        end
+        unless @issue.disabled_core_fields.include?('category_id') || @issue.category.blank?
+          rows.left l(:field_category), h(@issue.category ? @issue.category.name : "-"), :class => 'category'
+        end
+        unless @issue.disabled_core_fields.include?('fixed_version_id') || @issue.fixed_version.blank?
+          rows.left l(:field_fixed_version), (@issue.fixed_version ? link_to_version(@issue.fixed_version) : "-"), :class => 'fixed-version'
+        end
+
+        unless @issue.disabled_core_fields.include?('start_date') || @issue.start_date.blank?
+          rows.left l(:field_start_date), format_date(@issue.start_date), :class => 'start-date'
+        end
+        unless @issue.disabled_core_fields.include?('due_date') || @issue.due_date.blank?
+          rows.left l(:field_due_date), format_date(@issue.due_date), :class => 'due-date'
+        end
+        unless @issue.disabled_core_fields.include?('done_ratio')
+          rows.left l(:field_done_ratio), progress_bar(@issue.done_ratio, :width => '80px', :legend => "#{@issue.done_ratio}%"), :class => 'progress'
+        end
+        unless @issue.disabled_core_fields.include?('estimated_hours')
+          unless @issue.estimated_hours.nil?
+            rows.left l(:field_estimated_hours), l_hours(@issue.estimated_hours), :class => 'estimated-hours'
+          end
+        end
+        if User.current.allowed_to?(:view_time_entries, @project) && @issue.total_spent_hours > 0
+          rows.left l(:label_spent_time), (@issue.total_spent_hours > 0 ? (link_to l_hours(@issue.total_spent_hours), {:controller => 'timelog', :action => 'index', :project_id => @project, :issue_id => @issue}) : "-"), :class => 'spent-time'
+        end
+      end %>
+      <%= render_custom_fields_rows(@issue) %>
+      </table>
+    </div>
+
+    <div id="contacts_previous_issues">
+      <style type="text/css">
+        #contacts_previous_issues ul {margin: 0;  padding: 0;}
+        #contacts_previous_issues li {list-style-type:none; margin: 0px 2px 0px 0px; padding: 0px 0px 0px 0px;}
+      </style>
+
+
+      <% if RedmineHelpdesk.settings[:show_contact_card] %>
+        <h3><%= l(:label_helpdesk_contact) %></h3>
+        <% @issue.contacts.each do |contact| %>
+        <span class="small-card">
+          <%= render :partial => 'contacts/contact_card', :object => contact %>
+        </span>
+        <% end %>
+      <% end %>
+
+      <% if (issues_count = Issue.count(:include => :contacts, :conditions => ["#{Contact.table_name}.id IN (#{@issue.contact_ids.join(', ')})"]) - 1) > 0 %>
+        <h3><%= "#{l(:label_helpdesk_contact_activity)} (#{issues_count})" %> </h3>
+
+        <ul>
+          <% (Issue.visible.find(:all, :include => :contacts, :conditions => ["#{Contact.table_name}.id IN (#{@issue.contact_ids.join(', ')})"], :order => "#{Issue.table_name}.status_id, #{Issue.table_name}.due_date DESC, #{Issue.table_name}.updated_on DESC", :limit => RedmineHelpdesk.settings[:last_message_count].to_i > 0 ? RedmineHelpdesk.settings[:last_message_count].to_i : 11) - [@issue]).each do |issue| %>
+          <li>
+            <%= link_to_issue(issue, :truncate => 60, :project => (@project != issue.project)) %>
+           </li>
+          <% end %>
+        </ul>
+        <div class="contextual">
+          <%= link_to l(:label_issue_view_all), {:controller => 'issues',
+                   :action => 'index',
+                   :set_filter => 1,
+                   :f => [:contacts, :status_id],
+                   :v => {:contacts => @issue.contact_ids},
+                   :op => {:contacts => '=', :status_id => '*'}} %>
+        </div>
+      <% end %>
+
+    </div>
+
+  <% if User.current.allowed_to?(:add_issue_watchers, @project) ||
+    (@issue.watchers.present? && User.current.allowed_to?(:view_issue_watchers, @project)) %>
+    <div id="watchers">
+      <%= render :partial => 'watchers/watchers', :locals => {:watched => @issue} %>
+    </div>
+  <% end %>
+<% end %>
+
+<% content_for :header_tags do %>
+  <%= stylesheet_link_tag :contacts, :plugin => 'redmine_contacts' %>
+  <%= stylesheet_link_tag :helpdesk, :plugin => 'redmine_contacts_helpdesk' %>
+  <%= auto_discovery_link_tag(:atom, {:format => 'atom', :key => User.current.rss_key}, :title => "#{@issue.project} - #{@issue.tracker} ##{@issue.id}: #{@issue.subject}") %>
+<% end %>
+
+<%= context_menu issues_context_menu_path %>

plugins/redmine_contacts_helpdesk/app/views/helpdesk/update_customer_email.js.erb

@@ -0,0 +1,9 @@
+$('#customer_to_email').html('<%= escape_javascript(render :partial => "issues/customer_to_email", :locals => {:contact => @contact, :contact_email => @email}) %>')
+
+$("#helpdesk_to").val("<%= @email %>");
+$("#helpdesk_to").attr("value", "<%= @email %>")
+$("#helpdesk_to").trigger('change');
+$("#helpdesk_cc").val("<%= @cc_emails.join(',') %>")
+$("#helpdesk_cc").trigger('change');
+
+

plugins/redmine_contacts_helpdesk/app/views/helpdesk/update_ticket_data.js.erb

@@ -0,0 +1 @@
+$('#cusomer_profile_and_issues').html('<%= escape_javascript(render :partial => "issues/helpdesk_customer_profile") %>')

plugins/redmine_contacts_helpdesk/app/views/helpdesk_mailer/email_layout.html.erb

@@ -0,0 +1,21 @@
+<!DOCTYPE html PUBLIC "-//W3C//DTD HTML 4.01 Transitional//EN"
+   "http://www.w3.org/TR/html4/loose.dtd">
+<html lang="en">
+  <head>
+      <meta http-equiv="Content-Type" content="text/html; charset=utf-8">
+      <style type="text/css" media="screen">
+        <%= @email_stylesheet %>
+      </style>
+  </head>
+  <body>
+    <div id="email_header">
+      <%= textile(@email_header.to_s).html_safe unless @email_header.blank? %>
+    </div>
+    <div class="wrapper" id="email_body">
+      <%= textile(@email_body.to_s).html_safe %>
+    </div>
+    <div id="email_footer">
+      <%= textile(@email_footer.to_s).html_safe unless @email_footer.blank? %>
+    </div>
+  </body>
+</html>

plugins/redmine_contacts_helpdesk/app/views/helpdesk_mailer/email_layout.text.erb

@@ -0,0 +1,3 @@
+<%= @email_header %>
+<%= @email_body %>
+<%= @email_footer %>

plugins/redmine_contacts_helpdesk/app/views/helpdesk_reports/_busiest_time_of_day_metrics.html.erb

@@ -0,0 +1,25 @@
+<tr class="metrics">
+  <td colspan="<%= @collector.columns.count / 2 %>">
+    <p><%= l(:label_helpdesk_busiest_time_of_day_new_tickets) %></p>
+    <div class="num"><%= @collector.new_issues_count %></div>
+    <div class="change" title="<%= process_deviation(@collector.previous_new_issues_count, @collector.new_issues_count, false) %>">
+      <%= progress_in_percents(-@collector.new_issue_count_progress) %>
+    </div>
+  </td>
+  <td colspan="<%= @collector.columns.count / 2 %>">
+    <p><%= l(:label_helpdesk_busiest_time_of_day_new_contacts) %></p>
+    <div class="num"><%= @collector.contacts_count %></div>
+    <div class="change" title="<%= process_deviation(@collector.previous_contacts_count, @collector.contacts_count, false) %>">
+      <%= progress_in_percents(-@collector.total_contacts_count_progress) %>
+    </div>
+  </td>
+</tr>
+<tr class="metrics">
+  <td colspan="<%= @collector.columns.count / 2 %>">
+    <p><%= l(:label_helpdesk_busiest_time_of_day_total_incoming) %></p>
+    <div class="num"><%= @collector.issues_count %></div>
+    <div class="change" title="<%= process_deviation(@collector.previous_issues_count, @collector.issues_count, false) %>">
+      <%= progress_in_percents(-@collector.issue_count_progress) %>
+    </div>
+  </td>
+</tr>

plugins/redmine_contacts_helpdesk/app/views/helpdesk_reports/_chart.html.erb

@@ -0,0 +1,33 @@
+<% if @collector.issues_count.zero? %>
+  <p class="nodata"><%= l(:label_no_data) %></p>
+<% else %>
+  <div class="helpdesk_chart">
+    <table class="chart_table">
+      <tr class="header">
+        <% @collector.columns.each do |column| %>
+          <td class="column_data">
+            <p class="issues_count"><%= column[:issues_count] %></p>
+            <p><%= [column[:issues_percent], '%'].join %></p>
+          </td>
+        <% end %>
+      </tr>
+      <tr class="main_block">
+        <% @collector.columns.each do |column| %>
+          <td class="column_data">
+            <% if column[:issues_count] > 0 %>
+              <div class="percents" style='height: <%= (column[:issues_count] * @collector.issue_weight).ceil %>px'></div>
+            <% end %>
+          </td>
+        <% end %>
+      </tr>
+      <tr class="footer">
+        <% @collector.columns.each do |column| %>
+          <td class="column_data">
+            <%= l("label_helpdesk_#{@report}_interval_#{column[:name]}") %>
+          </td>
+        <% end %>
+      </tr>
+      <%= render :partial => "#{@report}_metrics" %>
+    </table>
+  </div>
+<% end %>

plugins/redmine_contacts_helpdesk/app/views/helpdesk_reports/_first_response_time_metrics.html.erb

@@ -0,0 +1,33 @@
+<tr class="metrics">
+  <td colspan="<%= @collector.columns.count / 2 %>">
+    <p><%= l(:label_helpdesk_average_first_response_time) %></p>
+    <div class="num"><%= helpdesk_time_label(@collector.average_response_time) %></div>
+    <div class="change" title="<%= process_deviation(@collector.previous_average_response_time, @collector.average_response_time) %>">
+      <%= mirror_progress_in_percents(@collector.average_response_time_progress) %>
+    </div>
+  </td>
+  <td colspan="<%= @collector.columns.count / 2 %>">
+    <p><%= l(:label_helpdesk_average_time_to_close) %></p>
+    <div class="num"><%= helpdesk_time_label(@collector.average_close_time) %></div>
+    <div class="change" title="<%= process_deviation(@collector.previous_average_close_time, @collector.average_close_time) %>">
+      <%= mirror_progress_in_percents(@collector.average_close_time_progress) %>
+    </div>
+    </td>
+</tr>
+<tr class="metrics">
+  <td colspan="<%= @collector.columns.count / 2 %>">
+    <p><%= l(:label_helpdesk_average_responses_count) %></p>
+    <div class="num"><%= @collector.average_response_count %></div>
+    <div class="change" title="<%= process_deviation(@collector.previous_average_response_count, @collector.average_response_count, false) %>">
+      <%= progress_in_percents(@collector.average_response_count_progress) %>
+    </div>
+  </td>
+  <td colspan="<%= @collector.columns.count / 2 %>">
+    <p><%= l(:label_helpdesk_total_replies) %></p>
+    <div class="num"><%= @collector.total_response_count %></div>
+    <div class="change" title="<%= process_deviation(@collector.previous_total_response_count, @collector.total_response_count, false) %>">
+      <%= progress_in_percents(-@collector.total_response_count_progress) %>
+    </div>
+    </td>
+  </td>
+</tr>

plugins/redmine_contacts_helpdesk/app/views/helpdesk_reports/show.html.erb

@@ -0,0 +1,29 @@
+<h2><%= l("label_helpdesk_report_names_#{@report}") %></h2>
+<% html_title(l("label_helpdesk_report_names_#{@report}")) %>
+
+
+<%= form_tag({ :controller => 'helpdesk_reports', :action => 'show', :project_id => @project },
+            :method => :get, :id => 'query_form') do %>
+  <div id="query_form_with_buttons" class="hide-when-print">
+    <%= hidden_field_tag 'set_filter', '1' %>
+    <div id="query_form_content">
+      <fieldset id="filters" class="collapsible <%= @query.new_record? ? "" : "collapsed" %>">
+        <legend onclick="toggleFieldset(this);"><%= l(:label_filter_plural) %></legend>
+        <div style="<%= @query.new_record? ? "" : "display: none;" %>">
+          <%= render :partial => 'queries/filters', :locals => {:query => @query} %>
+        </div>
+      </fieldset>
+    </div>
+    <p class="buttons">
+      <%= link_to_function l(:button_apply), '$("#query_form").submit()', :class => 'icon icon-checked' %>
+      <%= link_to l(:button_clear), { :set_filter => 1, :project_id => @project }, :class => 'icon icon-reload'  %>
+    </p>
+  </div>
+<% end %>
+
+<%= error_messages_for 'query' %>
+<%= render :partial => 'chart' %>
+
+<% content_for :sidebar do %>
+    <%= render :partial => 'issues/helpdesk_reports' %>
+<% end %>

plugins/redmine_contacts_helpdesk/app/views/helpdesk_tickets/destroy.html.erb

@@ -0,0 +1 @@
+<h2>HelpdeskTicketsController#destroy</h2>

plugins/redmine_contacts_helpdesk/app/views/helpdesk_tickets/edit.js.erb

@@ -0,0 +1,23 @@
+$('#cusomer_profile_and_issues').html('<%= escape_javascript(render :partial => "issues/helpdesk_customer_profile") %>')
+$('#helpdesk_ticket_cc_address').select2({
+  ajax: {
+    url: '<%= auto_complete_contacts_path(:project_id => (ContactsSetting.cross_project_contacts? ? nil : @project), :is_company => nil) %>',
+    dataType: 'json',
+    delay: 250,
+    data: function (params) {
+      return { q: params.term };
+    },
+    processResults: function (data, params) {
+      return { results: $.grep(data, function(elem){ elem.id = elem.email; return elem }) };
+    },
+    cache: true
+  },
+  tags: true,
+  placeholder: ' ',
+  minimumInputLength: 1,
+  width: '100%',
+  templateResult: ccEmailTagResult,
+  templateSelection: ccEmailTagSelection,
+}).on('select2:open', function (e) {
+  $('#helpdesk_ticket_cc_address').closest('p').find('.select2-search__field').val(' ').trigger($.Event('input', { which: 13 })).val('');
+});

plugins/redmine_contacts_helpdesk/app/views/helpdesk_tickets/update.html.erb

@@ -0,0 +1 @@
+<h2>HelpdeskTicketsController#update</h2>

plugins/redmine_contacts_helpdesk/app/views/helpdesk_votes/show.html.erb

@@ -0,0 +1,28 @@
+<div class="vote_form">
+  <h2><%= l(:label_helpdesk_mark) %></h2>
+  <%= form_tag helpdesk_votes_vote_path(:id => @ticket.id, :hash => @ticket.token) do %>
+    <p>
+        <%= label_tag :vote_2, nil, :class => 'vote-value' do %>
+          <%= radio_button_tag('vote', 2, @ticket.vote == 2 || @ticket.vote == nil ? true : false) %>
+          <span class="icon icon-awesome"><%= t(:label_helpdesk_mark_awesome) %></span>
+        <% end %>
+
+        <%= label_tag :vote_1, nil, :class => 'vote-value' do %>
+          <%= radio_button_tag('vote', 1, @ticket.vote == 1 ? true : false) %>
+          <span class="icon icon-justok"><%= t(:label_helpdesk_mark_justok) %></span>
+        <% end %>
+
+        <%= label_tag :vote_0, nil, :class => 'vote-value' do %>
+          <%= radio_button_tag('vote', 0, @ticket.vote == 0 ? true : false) %>
+          <span class="icon icon-notgood"><%= t(:label_helpdesk_mark_notgood) %></span>
+        <% end %>
+    </p>
+    <%- if RedmineHelpdesk.vote_comment_allow? %>
+      <%= text_area_tag('vote_comment', nil, { :size => '60x12', :placeholder => t(:label_helpdesk_vote_comment_placeholder) }) %>
+    <% end %>
+
+    <div class='submit'>
+      <%= submit_tag(t(:label_helpdesk_submit)) %>
+    </div>
+  <% end %>
+</div>

plugins/redmine_contacts_helpdesk/app/views/helpdesk_votes/vote.html.erb

@@ -0,0 +1,3 @@
+<div class="vote_form">
+  <h2><%= t(:label_helpdesk_vote_thank) %></h2>
+</div>

plugins/redmine_contacts_helpdesk/app/views/helpdesk_widget/avatar.html.erb

@@ -0,0 +1 @@
+<%= avatar(@user, :size => 54, :id => 'avatar') %>

plugins/redmine_contacts_helpdesk/app/views/helpdesk_widget/iframe.js.erb

@@ -0,0 +1,226 @@
+function getXmlHttp(){
+  var xmlhttp;
+  try {
+    xmlhttp = new ActiveXObject("Msxml2.XMLHTTP");
+  } catch (e) {
+    try {
+      xmlhttp = new ActiveXObject("Microsoft.XMLHTTP");
+    } catch (E) {
+      xmlhttp = false;
+    }
+  }
+  if (!xmlhttp && typeof XMLHttpRequest!='undefined') {
+    xmlhttp = new XMLHttpRequest();
+  }
+  return xmlhttp;
+}
+
+function serialize(form){
+  var boundary       = String(Math.random()).slice(2);
+  var boundaryMiddle = '--' + boundary + '\r\n';
+  var boundaryLast   = '--' + boundary + '--\r\n'
+  var cont_start  = 'Content-Disposition: form-data; name="';
+  var cont_middle = '"\r\n\r\n';
+  var cont_end    = '\r\n';
+  var field = '';
+  var body  = ['\r\n'];
+  if (typeof form == 'object' && form.nodeName == "FORM") {
+    for (index = form.elements.length - 1; index >= 0; index--) {
+      field = form.elements[index];
+      if (field.type == 'select-multiple') {
+        for (option = form.elements[index].options.length - 1; option >= 0; option--) {
+          if (field.options[option].selected) { body.push(cont_start + field.name + cont_middle + field.options[option].value + cont_end); }
+        }
+      } else {
+        if (field.type != 'submit' && field.type != 'file' && field.type != 'button') {
+          if ((field.type != 'checkbox' && field.type != 'radio') || field.checked) {
+            body.push(cont_start + field.name + cont_middle + field.value + cont_end);
+          }
+        } else {
+          if (field.type == 'file'){
+            if (field.files.length > 0) {
+              body.push(cont_start + field.name + cont_middle + field.attributes['data-value'] + cont_end);
+              body.push(cont_start + field.name + '_name' + cont_middle + field.files[0].name + cont_end);
+            }
+          }
+        }
+      }
+    }
+  }
+  return [boundary, body.join(boundaryMiddle) + boundaryLast];
+}
+
+function translation(field){
+  return RedmineHelpdeskIframe.configuration['translation'] ? RedmineHelpdeskIframe.configuration['translation'][field] : null;
+}
+
+function ticketCreated(){
+  success_div = document.createElement('div');
+  success_div.id = 'submit_button';
+  success_div.className = 'success-message';
+  success_div.style.textAlign = 'center';
+  success_div.style.margin = '15%';
+  success_div.style.font = '20px Arial';
+  success_div.innerHTML = translation('createSuccessLabel') || '<%= t(:label_helpdesk_widget_ticket_created) %>';
+
+  success_desc_div = document.createElement('div');
+  success_desc_div.style.textAlign = 'center';
+  success_desc_div.style.margin = '5%';
+  success_desc_div.style.font = '14px Arial';
+  success_desc_div.innerHTML = translation('createSuccessDescription');
+
+  document.getElementById('widget_form').innerHTML = '';
+  document.getElementById('widget_form').appendChild(success_div);
+  document.getElementById('widget_form').appendChild(success_desc_div);
+}
+
+function ticketErrors(errors){
+  errors_div = document.createElement('div');
+  errors_div.id = 'ticket-error-details';
+  errors_div.className = 'ticket-error-details';
+
+  error_p = document.createElement('div');
+  error_p.innerHTML = translation('createErrorLabel') || '<%= t(:label_helpdesk_widget_ticket_errors) %>';
+  errors_div.appendChild(error_p);
+
+  errors_link = document.createElement('a');
+  errors_link.id = 'ticket-errors-link';
+  errors_link.href = 'javascript:void(0)';
+  errors_link.style.paddingLeft = '10px';
+  errors_link.addEventListener('click', function(){ toggleErrorsList() });
+  errors_link.innerHTML = '<%= t(:label_helpdesk_widget_ticket_error_details) %>';
+  error_p.appendChild(errors_link);
+
+  ul = document.createElement('ul');
+  ul.id = 'ticket-errors';
+  ul.className = 'ticket-errors';
+  ul.style.display = 'none';
+  errors_div.appendChild(ul);
+
+  for (var key in errors) {
+    if (key != 'base') {
+      processErrorForField(ul, key, errors[key])
+    } else {
+      errors[key].forEach(function(error_text) {
+        processErrorForCustomField(ul, key, error_text);
+      });
+    }
+  }
+  document.getElementById('flash').appendChild(errors_div);
+}
+
+function createErrorLi(target, text){
+  li = document.createElement('li');
+  li.id = 'ticket-error';
+  li.className = 'ticket-error';
+  li.innerHTML = text;
+  target.appendChild(li);
+}
+
+function markFieldAsError(element){
+  element.style.border = '';
+  element.classList.add('error_field');
+  element.addEventListener('keyup', checkFieldContent);
+}
+
+function markRequireFieldsAsError(){
+  fields = document.querySelectorAll("[data-require='true'] > input, [data-require='true'] > select, [data-require='true'] > textarea, .required-field");
+  required_fields = Array.from(fields);
+  var respose = false;
+  required_fields.forEach(function(field) {
+    if (field.value.length == 0) {
+      markFieldAsError(field);
+      respose = true;
+    }
+  });
+  return respose;
+}
+
+function unmarkFieldsAsError(){
+  error_fields = Array.from(document.getElementsByClassName('error_field'));
+  error_fields.forEach(function(field) {
+    field.classList.remove('error_field');
+    field.removeEventListener('keyup', checkFieldContent);
+  });
+}
+
+function checkFieldContent(){
+  if (this.value.length > 0) {
+    this.style.border = '1px solid #d9d9d9';
+  } else {
+    this.style.border = '1px solid red';
+  }
+}
+
+function processErrorForField(ul, key, error_text) {
+  createErrorLi(ul, error_text);
+  field = document.getElementById(key);
+  if (field != null) { markFieldAsError(field); }
+}
+
+function processErrorForCustomField(ul, key, error_text) {
+  checkCustomFieldsOnError(error_text);
+  createErrorLi(ul, error_text);
+}
+
+function checkCustomFieldsOnError(error_text){
+  custom_fields = Array.from(document.getElementsByClassName('custom_field'));
+  custom_fields.forEach(function(cfield) {
+    cfield_regex = new RegExp(cfield.attributes['data-error-key'].value);
+    if (cfield_regex.test(error_text)){
+      markFieldAsError(cfield.getElementsByTagName('input')[0]);
+    }
+  });
+}
+
+function toggleErrorsList(){
+  errors_list = document.getElementById('ticket-errors');
+  if (errors_list == null) { return true }
+  if (errors_list && errors_list.style.display == 'block') {
+    errors_list.style.display = 'none';
+  } else {
+    errors_list.style.display = 'block';
+  }
+}
+
+function processResponse(response){
+  if (response['result']) {
+    ticketCreated();
+    parent.postMessage(JSON.stringify({ reload: true }), "*");
+  } else {
+    ticketErrors(response['errors']);
+  }
+  var formSubmitBtn = document.getElementById('form-submit-btn');
+  if (formSubmitBtn){
+    formSubmitBtn.disabled = false;
+  }
+}
+
+function needReloadProjectData(){
+  parent.postMessage(JSON.stringify({ project_reload: true }), "*");
+}
+
+function submitTicketForm(){
+  document.getElementById('flash').innerHTML = '';
+  unmarkFieldsAsError();
+  if (markRequireFieldsAsError()){ return false; }
+
+  var base_url = '<%= Setting.protocol %>://<%= Setting.host_name %>'
+  var xmlhttp = getXmlHttp();
+  var serialize_result = serialize(document.getElementById('widget_form'));
+  var boundary = serialize_result[0];
+  var form_params = serialize_result[1];
+  document.getElementById('form-submit-btn').disabled = true;
+  xmlhttp.open('POST', base_url + '/helpdesk_widget/create_ticket.js', true);
+  xmlhttp.setRequestHeader('Content-Type', 'multipart/form-data; boundary=' + boundary);
+  xmlhttp.onreadystatechange = function() {
+    if (xmlhttp.readyState == 4) {
+      if (xmlhttp.status == 200 || xmlhttp.status == 304) {
+        processResponse(JSON.parse(xmlhttp.responseText));
+      } else {
+        processResponse({result: false, errors: []});
+      }
+    }
+  };
+  xmlhttp.send(form_params);
+}

plugins/redmine_contacts_helpdesk/app/views/helpdesk_widget/load_custom_fields.erb

@@ -0,0 +1,6 @@
+<% @issue.editable_custom_field_values.each do |value| %>
+  <% if @enabled_cf && @enabled_cf.include?(value.custom_field_id.to_s) %>
+    <% required = value.custom_field.is_required? %>
+    <p class="custom_field" data-error-key="<%= value.custom_field.name %>" data-require="<%= required %>"><%= custom_field_tag_with_label :issue, value, :required => required %></p>
+  <% end %>
+<% end %>

plugins/redmine_contacts_helpdesk/app/views/helpdesk_widget/widget.css

@@ -0,0 +1,135 @@
+#widget_form {
+  padding: 10px;
+  font-family: helvetica, arial, sans-serif;
+}
+
+#widget_form .form-control,
+#widget_form .custom_fields input,
+#widget_form .custom_fields select,
+#widget_form .custom_fields textarea {
+  background: 0 0;
+  border: 1px solid #d9d9d9;
+  border-radius: 0;
+  -webkit-box-sizing: border-box;
+  -moz-box-sizing: border-box;
+  box-sizing: border-box;
+  color: #333;
+  display: block;
+  font-size: 12px;
+  font-weight: 400;
+  height: 36px;
+  line-height: 16px;
+  width: 100%;
+  padding: 8px 12px;
+  margin-bottom: 12px;
+  -webkit-appearance: none;
+  -moz-appearance: none;
+}
+
+#widget_form select.form-control,
+#widget_form .custom_fields select {
+  background: url(data:image/png;base64,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) 97% 14px no-repeat;
+  background-size: 12px 9px;
+}
+
+#widget_form .custom_fields textarea,
+#widget_form textarea.form-control {
+  height: 120px;
+}
+
+
+#widget_form .custom_fields select[multiple] {
+  height: 120px;
+}
+
+#widget_form .title {
+  color: #333;
+  padding-bottom: 3px;
+  font-size: 12px;
+}
+
+#widget_form .custom_fields label > span {
+  color: #333;
+  padding-bottom: 3px;
+  font-size: 12px;
+}
+
+#widget_form #flash {
+  color: red;
+  padding-bottom: 3px;
+  font-size: 12px;
+}
+
+#widget_form  input.error_field,
+#widget_form  select.error_field,
+#widget_form  textarea.error_field,
+#widget_form .custom_fields input.error_field,
+#widget_form .custom_fields select.error_field,
+#widget_form .custom_fields textarea.error_field {
+  border: 1px solid red;
+}
+
+#widget_form .submit_button{
+  height: 40px;
+}
+
+#widget_form .attach_div{
+  position: relative;
+  float: right;
+  margin: 10px;
+  min-width: 80px;
+  text-align: right;
+}
+
+#widget_form .attach_link{
+  position: relative;
+  font: 14px Arial;
+  color: #3699ca;
+}
+
+#widget_form .attach_field{
+  position: absolute;
+  top: 0;
+  left: -80px;
+  width: 160px;
+  opacity: 0;
+  cursor: pointer;
+}
+
+#widget_form .btn {
+  float: right;
+  background: #3699ca;
+  color: #fff;
+  height: 36px;
+  padding: 0 14px;
+  line-height: 30px;
+  font-weight: 500;
+  text-align: center;
+  border: 0px;
+  font-size: 14px;
+  border-radius: 4px;
+  cursor: pointer;
+  -webkit-appearance: none;
+  -moz-appearance: none;
+  -ms-appearance: none;
+  -o-appearance: none;
+  appearance: none;
+}
+
+#widget_from .attach {
+  display: inline-block;
+  float: right;
+  font-size: 12px;
+  margin: 10px 16px 0 0;
+  max-width: 210px;
+  text-decoration: underline;
+  color: #2996cc;
+}
+
+#helpdesk_widget.open {
+  border-radius: 0 100% 100% !important;
+  -webkit-transform: rotate(45deg);
+  -moz-transform: rotate(45deg);
+  -ms-transform: rotate(45deg);
+  -o-transform: rotate(45deg);
+}

plugins/redmine_contacts_helpdesk/app/views/helpdesk_widget/widget.js.erb

@@ -0,0 +1,556 @@
+function getXmlHttp(){
+  var xmlhttp;
+  try {
+    xmlhttp = new ActiveXObject("Msxml2.XMLHTTP");
+  } catch (e) {
+    try {
+      xmlhttp = new ActiveXObject("Microsoft.XMLHTTP");
+    } catch (E) {
+      xmlhttp = false;
+    }
+  }
+  if (!xmlhttp && typeof XMLHttpRequest!='undefined') {
+    xmlhttp = new XMLHttpRequest();
+  }
+  return xmlhttp;
+}
+
+var RedmineHelpdeskWidget = {
+  widget: document.getElementById('helpdesk_widget'),
+  widget_button: null,
+  width: 400,
+  height: 500,
+  margin: 20,
+  iframe: null,
+  form: null,
+  schema: null,
+  reload: false,
+  configuration: {},
+  attachment: null,
+  base_url: '<%= Setting.protocol %>://<%= Setting.host_name %>',
+  config: function(configuration){
+    this.configuration = configuration;
+    this.apply_config();
+  },
+  apply_config: function(){
+    if (this.configuration['color']) {
+      this.widget_button.style.backgroundColor = this.configuration['color'];
+    }
+    switch (this.configuration['position']) {
+      case 'topLeft':
+        this.widget.style.top = '20px';
+        this.widget.style.left = '20px';
+        break;
+      case 'topRight':
+        this.widget.style.top = '20px';
+        this.widget.style.right = '20px';
+        break;
+      case 'bottomLeft':
+        this.widget.style.bottom = '20px';
+        this.widget.style.left = '20px';
+        break;
+      case 'bottomRight':
+        this.widget.style.bottom = '20px';
+        this.widget.style.right = '20px';
+        break;
+      default:
+        widget.style.bottom = '20px';
+        widget.style.right = '20px';
+    }
+  },
+  translation: function(field){
+    return this.configuration['translation'] && this.configuration['translation'][field] ? this.configuration['translation'][field] : null;
+  },
+  identify: function(field){
+    return this.configuration['identify'] && this.configuration['identify'][field] ? this.configuration['identify'][field] : null
+  },
+  load: function() {
+    this.widget.addEventListener('click', function(){ RedmineHelpdeskWidget.toggle() });
+    this.create_widget_button();
+    this.decorate_widget_button();
+    this.create_iframe();
+    this.decorate_iframe();
+    this.load_schema();
+    this.created = true;
+  },
+  load_schema: function() {
+    var xmlhttp = getXmlHttp();
+    xmlhttp.open('GET', this.base_url + '/helpdesk_widget/load_form.json', true);
+    xmlhttp.responseType = 'json';
+    xmlhttp.onreadystatechange = function() {
+      if (xmlhttp.readyState == 4) {
+        if (xmlhttp.status == 200 || xmlhttp.status == 304) {
+          RedmineHelpdeskWidget.schema = xmlhttp.response;
+          RedmineHelpdeskWidget.fill_form();
+        } else {
+          RedmineHelpdeskWidget.schema = {};
+        }
+      }
+    };
+    xmlhttp.send(null);
+  },
+  create_widget_button: function(){
+    button = document.createElement('div');
+    button.id = 'widget_button';
+    button.className = 'widget_button';
+    button.innerHTML = this.configuration['icon'] || '?';
+    button.setAttribute('name', 'helpdesk_widget_button');
+    button.style.backgroundColor = '#7E8387';
+    button.style.backgroundSize = '15px 15px';
+    button.style.cursor = 'pointer';
+    button.style.color = 'white';
+    button.style.textAlign = 'center';
+    button.style.fontSize = '32px';
+    button.style.verticalAlign = 'middle';
+    button.style.lineHeight = '54px';
+    button.style.borderRadius = '30px';
+    button.style.boxShadow = 'rgba(0, 0, 0, 0.258824) 0px 2px 5px 0px';
+    button.style.display = 'none';
+    button.style.webkitTransition = "transform 0.2s ease";
+    this.widget_button = button;
+    this.widget.appendChild(button);
+  },
+  decorate_widget_button: function(){
+    widget = this.widget;
+    widget.style.position = 'fixed';
+    widget.style.bottom = '20px';
+    widget.style.right = '20px';
+    widget.style.width = '54px';
+    widget.style.height = '54px';
+    widget.style.zIndex = 9999;
+  },
+  create_iframe: function(){
+    this.iframe = document.createElement('iframe');
+    this.widget.appendChild(this.iframe);
+  },
+  decorate_iframe: function(){
+    iframe = this.iframe;
+    iframe.setAttribute('id', 'helpdesk_ticket_container');
+    iframe.setAttribute('width', this.width);
+    iframe.setAttribute('height', 0);
+    iframe.setAttribute('frameborder', 0);
+    iframe.style.visibility = 'hidden';
+    iframe.style.position = 'absolute';
+    iframe.style.opacity = '0';
+    iframe.style.width = this.width;
+    iframe.style.backgroundColor = 'white';
+    iframe.style.webkitTransition = "opacity 0.2s ease";
+    iframe.style.boxShadow = 'rgba(0, 0, 0, 0.258824) 0px 1px 4px 0px';
+    iframe.setAttribute('name', 'helpdesk_widget_iframe');
+  },
+  fill_form: function(){
+    if (Object.keys(this.schema.projects).length > 0) {
+      this.apply_avatar();
+      this.create_form();
+      this.create_form_title();
+      this.create_error_flash();
+
+      if (this.identify('redmineUserID')) {
+        this.create_form_hidden(this.form, 'redmine_user', 'redmine_user', 'form-control', this.identify('redmineUserID'));
+      }
+      if (this.identify('nameValue')) {
+        this.create_form_hidden(this.form, 'username', 'username', 'form-control', this.identify('nameValue'));
+      } else {
+        this.create_form_text(this.form, 'username', 'username', this.translation('nameLabel') || '<%= t(:label_helpdesk_widget_name) %>', 'form-control', this.identify('nameValue'), true);
+      }
+      if (this.identify('emailValue')) {
+        this.create_form_hidden(this.form, 'email', 'email', 'form-control', this.identify('emailValue'));
+      } else {
+        this.create_form_text(this.form, 'email', 'email' , this.translation('emailLabel') || '<%= t(:label_helpdesk_widget_email) %>', 'form-control', this.identify('emailValue'), true);
+      }
+      if (this.identify('subjectValue')) {
+        this.create_form_hidden(this.form, 'subject', 'issue[subject]', 'form-control', this.identify('subjectValue'));
+      } else {
+        this.create_form_text(this.form, 'subject', 'issue[subject]' , this.translation('subjectLabel') || '<%= t(:label_helpdesk_widget_subject) %>', 'form-control', this.identify('subjectValue'), true);
+      }
+      this.create_projects_selector();
+      this.create_form_area(this.form, 'description', 'issue[description]' , this.translation('descriptionLabel') || '<%= t(:label_helpdesk_widget_description) %>', 'form-control', true);
+
+      var project_id = null;
+      var tracker_id = null;
+      if (RedmineHelpdeskWidget.configuration['identify']){
+        project_id = RedmineHelpdeskWidget.schema.projects[RedmineHelpdeskWidget.configuration['identify']['projectValue']];
+        if (project_id) {
+          tracker_id = RedmineHelpdeskWidget.schema.projects_data[project_id].trackers[RedmineHelpdeskWidget.configuration['identify']['trackerValue']];
+        }
+      }
+
+      this.load_project_data(project_id || this.schema.projects[Object.keys(this.schema.projects)[0]], tracker_id);
+      this.iframe.contentWindow.document.body.appendChild(this.form);
+      this.append_stylesheets();
+      this.append_scripts();
+      this.create_message_listener();
+    } else {
+      this.widget.style.display = 'none';
+    }
+  },
+  apply_avatar: function(){
+    button = document.getElementById('widget_button');
+    avatar = RedmineHelpdeskWidget.configuration['user_avatar'];
+    if (avatar && avatar.length > 0) {
+      var xmlhttp = getXmlHttp();
+      xmlhttp.open('GET', RedmineHelpdeskWidget.base_url + '/helpdesk_widget/avatar/' + avatar, true);
+      xmlhttp.onreadystatechange = function() {
+        if (xmlhttp.readyState == 4) {
+          if (xmlhttp.status == 200 || xmlhttp.status == 304) {
+            button.style.backgroundSize = 'cover';
+            button.style.backgroundImage = 'url(' + RedmineHelpdeskWidget.base_url + '/helpdesk_widget/avatar/' + avatar + ')' ;
+            button.style.border = '2px solid';
+            button.innerHTML = '&nbsp;';
+          } else {
+            button.style.backgroundSize = '15px 15px';
+            button.innerHTML = '?';
+          }
+          button.style.display = 'block';
+          button.style.lineHeight = '50px';
+        }
+      };
+      xmlhttp.send(null);
+    } else {
+      button.style.lineHeight = '54px';
+      button.style.backgroundSize = '15px 15px';
+      button.innerHTML = '?';
+      button.style.display = 'block';
+    }
+  },
+  append_stylesheets: function(){
+
+    if (this.configuration['styles']) {
+      styles_css = document.createElement('style');
+      styles_css.innerHTML = this.configuration['styles'];
+      styles_css.type = "text/css";
+    }
+    widget_css = document.createElement('link');
+    widget_css.href = this.base_url + '/helpdesk_widget/widget.css';
+    widget_css.rel = "stylesheet";
+    widget_css.type = "text/css";
+    this.iframe.contentWindow.document.head.appendChild(widget_css);
+    if (this.configuration['styles']) {
+      this.iframe.contentWindow.document.head.appendChild(styles_css);
+    }
+  },
+  append_scripts: function(){
+    script = document.createElement('script');
+    script.type = 'text/javascript';
+    script.src = this.base_url + '/helpdesk_widget/iframe.js';
+    this.iframe.contentWindow.document.head.appendChild(script);
+
+    config_script = document.createElement('script');
+    config_script.innerHTML = "var RedmineHelpdeskIframe = {configuration: "+ JSON.stringify(this.configuration) +"}";
+    this.iframe.contentWindow.document.head.appendChild(config_script);
+  },
+  create_form: function(){
+    this.form = document.createElement('form');
+    this.form.action = this.base_url + '/helpdesk_widget/create_ticket';
+    this.form.acceptCharset = 'UTF-8';
+    this.form.method = 'post';
+    this.form.id = 'widget_form';
+    this.form.setAttribute('onSubmit', 'submitTicketForm(); return false;');
+    this.form.style.marginBottom = 0;
+  },
+  create_form_title: function(){
+    if (this.configuration['title']) {
+      title_div = document.createElement('div');
+      title_div.id = 'title';
+      title_div.className = 'title';
+      title_div.innerHTML = this.configuration['title'];
+      this.form.appendChild(title_div);
+    }
+  },
+  create_error_flash: function(){
+    flash_div = document.createElement('div');
+    flash_div.id = 'flash';
+    flash_div.className = 'flash';
+    this.form.appendChild(flash_div);
+  },
+  create_projects_selector: function(){
+    var project_id = null;
+    if (RedmineHelpdeskWidget.configuration['identify']){
+      project_id = RedmineHelpdeskWidget.schema.projects[RedmineHelpdeskWidget.configuration['identify']['projectValue']];
+    }
+    if (project_id) {
+      this.create_form_hidden(this.form, 'project_id', 'project_id', 'form-control projects', project_id);
+    } else {
+      this.create_form_select(this.form, 'project_id', 'project_id', RedmineHelpdeskWidget.schema.projects, project_id, 'form-control projects');
+    }
+  },
+  load_project_data: function(project_id, tracker_id){
+    container_div = this.form.getElementsByClassName('container')[0]
+    if (container_div) { container_div.remove() };
+
+    container_div = document.createElement('div');
+    container_div.id = 'container';
+    container_div.className = 'container';
+
+    custom_div = document.createElement('div');
+    custom_div.id = 'custom_fields';
+    custom_div.className = 'custom_fields';
+
+    submit_div = document.createElement('div');
+    submit_div.id = 'submit_button';
+    submit_div.className = 'submit_button';
+
+    container_div.appendChild(custom_div);
+    container_div.appendChild(submit_div);
+
+    if (RedmineHelpdeskWidget.configuration['identify'] && RedmineHelpdeskWidget.schema.projects_data[project_id].trackers[RedmineHelpdeskWidget.configuration['identify']['trackerValue']]){
+      tracker_id = RedmineHelpdeskWidget.schema.projects_data[project_id].trackers[RedmineHelpdeskWidget.configuration['identify']['trackerValue']]
+      this.create_form_hidden(custom_div, 'tracker_id', 'tracker_id', 'form-control trackers', tracker_id);
+    } else {
+      this.create_form_select(custom_div, 'tracker_id', 'tracker_id', this.schema.projects_data[project_id].trackers, tracker_id, 'form-control trackers');
+      tracker_id = custom_div.getElementsByClassName('trackers')[0].value;
+    }
+    this.load_custom_fields(custom_div, project_id, tracker_id);
+
+    this.create_form_submit(submit_div, this.translation('createButtonLabel') || '<%= l(:label_helpdesk_widget_create_ticket) %>');
+    this.create_attch_link(submit_div);
+
+    this.form.appendChild(container_div);
+  },
+  reload_project_data: function(){
+    project_id = this.form.getElementsByClassName('projects')[0].value;
+    tracker_id = container_div.getElementsByClassName('trackers')[0].value;
+
+    this.load_project_data(project_id, tracker_id);
+    this.positionate_iframe();
+  },
+  create_form_select: function(target, field_id, field_name, values, selected, field_class){
+
+    if (Object.keys(values).length == 1) {
+      field = document.createElement('input');
+      field.type = 'hidden';
+      field.id  = field_id;
+      field.name  = field_name;
+      field.className = field_class;
+      field.value = values[Object.keys(values)[0]];
+    } else {
+      field = document.createElement('select');
+      field.id = field_id;
+      field.name = field_name;
+      field.className = field_class;
+      for (var project in values) {
+        option = document.createElement('option');
+        option.value = values[project]
+        if(values[project] == selected) { option.selected  = 'selected'; }
+        option.innerHTML = project;
+        field.appendChild(option);
+      }
+    }
+    field.setAttribute('onChange', 'needReloadProjectData();');
+    target.appendChild(field);
+  },
+  create_form_hidden: function(target, field_id, field_name, field_class, value){
+    field = document.createElement('input');
+    field.type = 'hidden';
+    field.id  = field_id;
+    field.name  = field_name;
+    field.value  = value;
+    field.className = field_class;
+    target.appendChild(field);
+  },
+  create_form_text: function(target, field_id, field_name, field_placeholder, field_class, value, required){
+    field = document.createElement('input');
+    field.type = 'text';
+    field.id  = field_id;
+    field.name  = field_name;
+    field.value  = value;
+    field.placeholder = field_placeholder;
+    field.className = required ? field_class + ' required-field' : field_class;
+    target.appendChild(field);
+  },
+  create_form_area: function(target, field_id, field_name, field_placeholder, field_class, required){
+    field = document.createElement('textarea');
+    field.cols = 55;
+    field.rows = 10;
+    field.id  = field_id;
+    field.name  = field_name;
+    field.placeholder = field_placeholder;
+    field.className = required ? field_class + ' required-field' : field_class;
+    target.appendChild(field);
+  },
+  create_form_submit: function(target, label){
+    field = document.createElement('input');
+    field.id  = 'form-submit-btn';
+    field.type = 'submit';
+    field.name = 'submit';
+    field.className = 'btn';
+    field.value = label;
+    field.title = this.translation('buttomLabel') || '';
+    if (RedmineHelpdeskWidget.configuration['color']) {
+      field.style.background = RedmineHelpdeskWidget.configuration['color'];
+    }
+    target.appendChild(field);
+  },
+  create_attch_link: function(target){
+    if (this.configuration['attachment'] != false ) {
+      attach_div = document.createElement('div');
+      attach_div.className = 'attach_div';
+
+      attach_link = document.createElement('a');
+      attach_link.className = 'attach_link';
+      attach_link.href = 'javascript:void(0)';
+      attach_link.innerHTML = this.translation('attachmentLinkLabel') || 'Attach a file';
+      attach_div.appendChild(attach_link);
+
+      attach_field = document.createElement('input');
+      attach_field.type = 'file';
+      attach_field.id = 'attachment';
+      attach_field.className = 'attach_field';
+      attach_field.name = 'attachment';
+      attach_field.attributes['data-max-size'] = <%= Setting[:attachment_max_size].to_i * 1024 %>;
+      attach_field.addEventListener('change', function(){ RedmineHelpdeskWidget.upload_file() });
+      attach_div.appendChild(attach_field);
+      this.attachment = attach_field;
+
+      target.appendChild(attach_div);
+    }
+  },
+  upload_file: function(){
+    if (this.attachment.attributes['data-max-size'] > this.attachment.files[0].size) {
+      this.read_file(this.attachment.files[0], function(e){
+        attach_field = RedmineHelpdeskWidget.form.getElementsByClassName('attach_field')[0]
+        attach_field.attributes['data-value'] = e.target.result;
+        displayed_name = (attach_field.files[0].name.length <= 20) ? attach_field.files[0].name : attach_field.files[0].name.substring(0, 20) + '...';
+        RedmineHelpdeskWidget.form.getElementsByClassName('attach_link')[0].innerHTML = displayed_name;
+      });
+    }  else {
+      this.attachment.attributes['data-value'] = '';
+      RedmineHelpdeskWidget.form.getElementsByClassName('attach_link')[0].innerHTML = '<%= t(:label_helpdesk_widget_file_large) %>';
+    }
+  },
+  read_file: function(file, callback){
+    var reader = new FileReader();
+    reader.onload = callback
+    reader.readAsDataURL(file);
+  },
+  load_custom_fields: function(target, project_id, tracker_id){
+    var xmlhttp = getXmlHttp();
+    var params = 'project_id=' + encodeURIComponent(project_id) + '&tracker_id=' + encodeURIComponent(tracker_id);
+    custom_div = document.createElement('div');
+    xmlhttp.open('GET', this.base_url + '/helpdesk_widget/load_custom_fields?' + params, true);
+    xmlhttp.onreadystatechange = function() {
+      if (xmlhttp.readyState == 4) {
+        if (xmlhttp.status == 200 || xmlhttp.status == 304) {
+          custom_div.innerHTML = xmlhttp.responseText;
+          target.appendChild(custom_div);
+          RedmineHelpdeskWidget.set_custom_values();
+          RedmineHelpdeskWidget.positionate_iframe();
+        }
+      }
+    };
+    xmlhttp.send(null);
+  },
+  set_custom_values: function(){
+    if (this.configuration['identify'] && this.configuration['identify']['customFieldValues']){
+      for(var cf in this.configuration['identify']['customFieldValues']) {
+        custom_field = this.form.querySelector('#issue_custom_field_values_' + this.schema.custom_fields[cf])
+        if (custom_field){
+          switch (custom_field.tagName){
+            case 'INPUT':
+              custom_field.type = 'hidden';
+              custom_field.value = this.configuration['identify']['customFieldValues'][cf];
+              this.form.querySelector("[data-error-key='" + cf + "']").style.display = 'none';
+              break;
+            case 'SELECT':
+              options = custom_field.options;
+              for(var option, index = 0; option = options[index]; index++) {
+                if(option.value == this.configuration['identify']['customFieldValues'][cf]) {
+                  this.create_form_hidden(custom_field.parentElement, custom_field.id, custom_field.name, custom_field.classList.toString(), this.configuration['identify']['customFieldValues'][cf]);
+                  custom_field.remove();
+                  this.form.querySelector("[data-error-key='" + cf + "']").style.display = 'none';
+                  break;
+                }
+              }
+              break;
+          }
+        }
+      }
+    }
+  },
+  positionate_iframe: function(){
+    widget_height = this.form.offsetHeight > this.height ? this.height : this.form.offsetHeight;
+    this.iframe.setAttribute('height', this.margin + widget_height);
+    switch (this.configuration['position']) {
+      case 'topLeft':
+        this.iframe.style.top = (this.margin + this.widget_button.offsetWidth) + 'px';
+        iframe.style.left = (this.margin - this.widget_button.offsetWidth / 2) + 'px';
+        break;
+      case 'topRight':
+        this.iframe.style.top = (this.margin + this.widget_button.offsetWidth) + 'px';
+        iframe.style.left = (this.margin + this.widget_button.offsetWidth - this.width - 20) + 'px';
+        break;
+      case 'bottomLeft':
+        this.iframe.style.top = (- this.margin * 2 - widget_height) + 'px';
+        iframe.style.left = (this.margin - this.widget_button.offsetWidth / 2) + 'px';
+        break;
+      case 'bottomRight':
+        this.iframe.style.top = (- this.margin * 2 - widget_height) + 'px';
+        iframe.style.left = (this.margin + this.widget_button.offsetWidth - this.width - 20) + 'px';
+        break;
+      default:
+        this.iframe.style.top = (- this.margin * 2 - widget_height) + 'px';
+        iframe.style.left = (this.margin + this.widget_button.offsetWidth - this.width - 20) + 'px';
+    }
+  },
+  create_message_listener: function(){
+    var eventMethod = window.addEventListener ? "addEventListener" : "attachEvent";
+    var eventer = window[eventMethod];
+    var messageEvent = eventMethod == "attachEvent" ? "onmessage" : "message";
+
+    eventer(messageEvent,function(e) {
+      data = JSON.parse(e.data);
+      if (data['reload'] == true) {
+        RedmineHelpdeskWidget.reload = true;
+      }
+      if (data['project_reload'] == true) {
+        RedmineHelpdeskWidget.reload_project_data();
+      }
+    },false);
+  },
+  reload_form: function(){
+    this.iframe.remove();
+    this.create_iframe();
+    this.fill_form();
+    this.decorate_iframe();
+    this.reload = false;
+  },
+  show: function() {
+    this.iframe.style.visibility = 'visible';
+    this.iframe.style.opacity = '1';
+    this.positionate_iframe();
+    switch (this.configuration['position']) {
+      case 'topLeft':
+      case 'topRight':
+        this.widget_button.style.borderRadius = '50% 50% 0%';
+        break;
+      case 'bottomLeft':
+      case 'bottomRight':
+        this.widget_button.style.borderRadius = '0 100% 100%';
+        break;
+      default:
+        this.widget_button.style.borderRadius = '0 100% 100%';
+    }
+    this.widget_button.style.webkitTransform = 'rotate(45deg)';
+    this.widget_button.style.mozTransform = 'rotate(45deg)';
+    this.widget_button.style.msTransform = 'rotate(45deg)';
+    this.widget_button.style.oTransform = 'rotate(45deg)';
+  },
+  hide: function() {
+    if (this.reload == true) {
+      this.reload_form();
+    }
+    body = this.iframe.contentWindow.document.body;
+    this.iframe.style.visibility = 'hidden';
+    this.iframe.style.opacity = '0';
+    this.widget_button.style.borderRadius = '30px';
+    this.widget_button.style.webkitTransform = '';
+    this.widget_button.style.mozTransform = '';
+    this.widget_button.style.msTransform = '';
+    this.widget_button.style.oTransform = '';
+  },
+  toggle: function() {
+    (this.iframe.style.visibility == 'visible') ? this.hide() : this.show();
+  }
+}
+
+RedmineHelpdeskWidget.load();

plugins/redmine_contacts_helpdesk/app/views/issues/_customer_to_email.html.erb

@@ -0,0 +1,2 @@
+<%= contact_tag(contact, :id => "customer_send_tag") %>
+(<%= contact_email %>)

plugins/redmine_contacts_helpdesk/app/views/issues/_helpdesk_customer_profile.html.erb

@@ -0,0 +1,87 @@
+<%  if !@issue.blank? && User.current.allowed_to?(:view_helpdesk_tickets, @project) %>
+<span id="cusomer_profile_and_issues">
+    <div id="customer_profile">
+      <div class="contextual">
+        <%= link_to l(:button_update),
+          {:controller => 'helpdesk_tickets',
+          :action => 'edit',
+          :issue_id => @issue},
+          :remote => true if User.current.allowed_to?(:edit_helpdesk_tickets, @project) %>
+
+       </div>
+      <h3><%= l(:label_helpdesk_contact) %></h3>
+      <% unless !(@show_form == "true") %>
+        <%= form_for @helpdesk_ticket, :url => {:controller => 'helpdesk_tickets',
+                                :action => 'update',
+                               :issue_id => @issue},
+                            :html => {:id => 'ticket_data_form',
+                                      :method => :put} do |f| %>
+
+        <% unless @helpdesk_ticket.new_record? %>
+          <div class="contextual">
+          <%= link_to image_tag('link_break.png'),
+                                  {:controller => 'helpdesk_tickets', :action => 'destroy', :id => @helpdesk_ticket},
+                                  :method => :delete,
+                                  :data => {:confirm => l(:text_are_you_sure)},
+                                  :title => l(:label_relation_delete) %>
+          </div>
+        <% end %>
+        <p class="contact_auto_complete"><%= label_tag :helpdesk_ticket_contact_id,  l(:label_helpdesk_contact)%><br>
+          <%= select_contact_tag('helpdesk_ticket[contact_id]', @helpdesk_ticket.customer, :is_select => Contact.visible.by_project(ContactsSetting.cross_project_contacts? ? nil : @project).count < 50, :include_blank => false, :add_contact => true, :display_field => @helpdesk_ticket.customer.blank?) %>
+        </p>
+
+        <p><%= label_tag :helpdesk_ticket_source,  l(:label_helpdesk_ticket_source)%><br>
+          <%= f.select :source, helpdesk_tickets_source_for_select %></p>
+
+        <p><%= f.text_field :ticket_date, :size => 12, :required => true, :value => @helpdesk_ticket.ticket_date.to_date, :label => l(:label_helpdesk_ticket_date) %> <%= f.text_field :ticket_time, :value => @helpdesk_ticket.ticket_date.to_s(:time), :size => 5 %><%= calendar_for('helpdesk_ticket_ticket_date') %> </p>
+
+        <p>
+          <%= label_tag :helpdesk_ticket_cc_address,  l(:label_helpdesk_cc_address) %><br>
+          <% @cc_address = @helpdesk_ticket.cc_address.try(:split, ',') || [] %>
+          <%= f.select :cc_address, options_for_select(@cc_address.map { |email|[email, email] }, @cc_address), {}, {:multiple => true } %>
+          <br>
+        </p>
+
+        <%= submit_tag l(:button_update) %>
+        <%= link_to l(:button_cancel), {}, :onclick => "$('#ticket_data_form').hide(); return false;" %>
+
+        <% end %>
+
+      <% end %>
+      <span class="small-card">
+        <%= render :partial => 'contacts/contact_card', :object => @issue.customer if @issue.customer %>
+      </span>
+    </div>
+
+    <% if @issue.customer && (customer_issues = @issue.customer.all_tickets.preload(:status, :tracker, :helpdesk_ticket).visible.order_by_status.to_a).count - 1 > 0 %>
+    <div id="customer_previous_issues">
+      <div class="contextual">
+        <%= link_to l(:label_helpdesk_all) + " (#{customer_issues.count})", {:controller => 'issues',
+                 :action => 'index',
+                 :set_filter => 1,
+                 :f => [:customer, :status_id],
+                 :v => {:customer => [@issue.customer.id]},
+                 :op => {:customer => '=', :status_id => '*'}} %>
+      </div>
+
+      <h3><%= l(:label_helpdesk_contact_activity) %> </h3>
+
+      <ul>
+        <% (customer_issues.first(5)).each do |issue| %>
+        <li title="<%= "#{issue.tracker} (#{issue.status})" if issue.tracker && issue.status %>" >
+          <span class="icon <%= helpdesk_ticket_source_icon(issue.helpdesk_ticket) %>"></span>
+          <span class="ticket-title <%= 'selected' if @issue == issue %>">
+          <%= link_to_issue(issue, :truncate => 60, :project => (@project != issue.project), :tracker => false) %>
+          </span>
+          <span class="ticket-meta">
+            <%= format_time(issue.created_on) %>
+            <%= "- #{issue.assigned_to.name}" if issue.assigned_to %>
+          </span>
+         </li>
+        <% end %>
+      </ul>
+    </div>
+    <% end %>
+
+  </span>
+<% end %>

plugins/redmine_contacts_helpdesk/app/views/issues/_helpdesk_reports.html.erb

@@ -0,0 +1,6 @@
+<% if @project && @project.module_enabled?(:contacts_helpdesk)%>
+  <h3><%= l(:label_helpdesk_reports) %></h3>
+  <%= link_to l(:label_helpdesk_first_response_time), project_helpdesk_reports_path(@project, :report => 'first_response_time') %>
+  <br>
+  <%= link_to l(:label_helpdesk_busiest_time_of_day), project_helpdesk_reports_path(@project, :report => 'busiest_time_of_day') %>
+<% end %>

plugins/redmine_contacts_helpdesk/app/views/issues/_send_response.html.erb

@@ -0,0 +1,154 @@
+<% if authorize_for(:issues, :send_helpdesk_response) && @issue.customer && @issue.customer.primary_email %>
+<script type="text/javascript" charset="utf-8">
+  function emailTagResult (opt) {
+    if (opt.name){
+      var formated_tag = $('<span>' + opt.avatar + '&nbsp;' + opt.text + '</span>');;
+    } else {
+      var formated_tag = opt.text;
+    }
+    return formated_tag
+  };
+  function emailTagSelection (opt) {
+    if (opt.name){
+      var formated_tag = opt.name + ' <' + opt.email + '>';
+    } else {
+      var formated_tag = opt.text;
+    }
+    return formated_tag
+  };
+  $(document).ready(function() {
+    toggleSendMail($('#helpdesk_is_send_mail').get(0));
+    var select2_fields = ['#helpdesk_to', '#helpdesk_cc', '#helpdesk_bcc'];
+    $.each(select2_fields, function(index, field){
+      $(field).select2({
+        ajax: {
+          url: '<%= auto_complete_contacts_path(:project_id => (ContactsSetting.cross_project_contacts? ? nil : @project), :is_company => nil) %>',
+          dataType: 'json',
+          delay: 250,
+          data: function (params) {
+            return { q: params.term };
+          },
+          processResults: function (data, params) {
+            return { results: $.grep(data, function(elem){ elem.id = elem.email; return elem }) };
+          },
+          cache: true
+        },
+        tags: true,
+        placeholder: ' ',
+        minimumInputLength: 1,
+        width: '60%',
+        templateResult: emailTagResult,
+        templateSelection: emailTagSelection,
+      }).on('select2:open', function (e) {
+        $(field).closest('.cc-list-edit').find('.select2-search__field').val(' ').trigger($.Event('input', { which: 13 })).val('');
+      });
+    });
+
+    $('#email_footer').insertAfter($('#helpdesk_is_send_mail').parents().eq(1).find('.jstEditor'));
+    $('#email_header').insertBefore($('#helpdesk_is_send_mail').parents().eq(1).find('>legend'));
+    $('#email_canned_responses').insertBefore($('#helpdesk_is_send_mail').parents().eq(1).find('>legend'));
+  });
+
+  var issue_status = $('#issue_status_id').val();
+
+  function toggleSendMail(element) {
+    if (element.checked) {
+      $('.email-template').show();
+      <% unless HelpdeskSettings["helpdesk_answered_status", @project].blank? %>
+        issue_status = $('#issue_status_id').val();
+        $('#issue_status_id').val("<%= HelpdeskSettings["helpdesk_answered_status", @project] %>");
+      <% end %>
+      <% if @issue.assigned_to.blank? %>
+        $('#issue_assigned_to_id').val("<%= User.current.id %>");
+      <% end %>
+
+    } else {
+      $('.email-template').hide();
+      $('#cc_list_edit').hide();
+      $('#helpdesk_is_cc').val("");
+      <% unless HelpdeskSettings["helpdesk_answered_status", @project].blank? %>
+        $('#issue_status_id').val(issue_status);
+      <% end %>
+    }
+
+  }
+
+function updateCannedResposeFrom(url, value) {
+  $.ajax({
+    url: url,
+    type: 'post',
+    data: {id: value}
+  });
+}
+
+
+</script>
+<% canned_responses = CannedResponse.visible.in_project_or_public(@project) %>
+<% if canned_responses.any? %>
+  <span id="email_canned_responses" style="display: none; float:right;" class="email-template">
+    <%= select_tag 'helpdesk[canned_response]', options_for_select([[ "--- #{l(:label_helpdesk_canned_response_plural)} ---", '' ]] + canned_responses.order("#{CannedResponse.table_name}.name").map{|cr| [cr.name, cr.id]}), :onchange => "updateCannedResposeFrom('#{escape_javascript add_canned_responses_path(:project_id => @project, :issue_id => @issue, :format => 'js')}', $(this).val())"  %>
+  </span>
+<% end %>
+
+<% unless HelpdeskSettings["helpdesk_emails_header", @project].blank? %>
+  <div id="email_header" style="display: none;" class="email-template">
+    <%= textilizable(HelpdeskMailer.apply_macro(HelpdeskSettings["helpdesk_emails_header", @project], @issue.customer, @issue, User.current)).html_safe  %>
+  </div>
+<% end %>
+
+<% unless HelpdeskSettings["helpdesk_emails_footer", @project].blank? %>
+  <div id="email_footer" style="display: none;" class="email-template">
+    <%= textilizable(HelpdeskMailer.apply_macro(HelpdeskSettings["helpdesk_emails_footer", @project], @issue.customer, @issue, User.current)).html_safe  %>
+  </div>
+<% end %>
+
+<p id="helpdesk_send_response">
+  <%= check_box_tag 'helpdesk[is_send_mail]', 1, HelpdeskSettings["send_note_by_default", @project], :onclick => "toggleSendMail(this);" %>
+  <%= label_tag :helpdesk_is_send_mail, l(:label_is_send_mail), :class => "icon icon-email-to", :style => "" %>
+
+  <span id="journal_contacts" style="display: none;" class="email-template">
+      <span id="customer_to_email" class="email-template">
+        <%= render :partial => "issues/customer_to_email", :locals => {:contact => Contact.where(:email => @issue.helpdesk_ticket.default_to_address).first || @issue.customer, :contact_email => @issue.helpdesk_ticket.default_to_address } %>
+      </span>
+      <a href="#" class="inline-edit email-template" onclick="$('#customer_to_email').hide(); $(this).hide(); $('#cc_list_edit').show(); return false;"><img alt="Edit" src="/images/edit.png" style="vertical-align:middle;" ></a>
+  </span>
+</p>
+
+<div id="cc_list_edit" style="display:none;">
+  <% contact_emails = ((@issue.helpdesk_ticket.cc_address.to_s.split(',') + @issue.helpdesk_ticket.response_addresses).uniq.map { |email| [email, email] } + (@issue.contacts + [@issue.customer]).uniq.map{ |contact| [contact.email_name, contact.primary_email] }).uniq(&:last) %>
+  <%= hidden_field_tag 'helpdesk[is_cc]' %>
+  <p class="cc-list-edit">
+    <span class="is-cc">
+    <%= label_tag l(:label_helpdesk_to) %>
+    </span>
+    <%= select_tag 'journal_message[to_address]', options_for_select(contact_emails, @issue.helpdesk_ticket.default_to_address), :id => "helpdesk_to", :multiple => true %>
+  </p>
+  <p class="cc-list-edit">
+    <span class="is-cc">
+    <%= label_tag l(:label_helpdesk_cc) %>
+    </span>
+    <%= select_tag 'journal_message[cc_address]', options_for_select(contact_emails, @issue.customer.primary_email != @issue.helpdesk_ticket.default_to_address ? @issue.customer.primary_email : @issue.helpdesk_ticket.cc_addresses), :id => "helpdesk_cc", :multiple => true %>
+  </p>
+  <div style="clear: both;"></div>
+  <p class="cc-list-edit">
+    <span class="is-cc">
+    <%= label_tag l(:label_helpdesk_bcc) %>
+    </span>
+    <%= select_tag 'journal_message[bcc_address]', nil, :id => "helpdesk_bcc", :multiple => true %>
+  </p>
+  <div style="clear: both;"></div>
+</div>
+
+<% end %>
+
+<% content_for :header_tags do %>
+  <%= javascript_include_tag :redmine_helpdesk, :plugin => 'redmine_contacts_helpdesk'  %>
+  <%= stylesheet_link_tag :helpdesk, :plugin => 'redmine_contacts_helpdesk' %>
+<% end %>
+
+<% if authorize_for(:issues, :send_helpdesk_response) && @issue.customer && @issue.customer.primary_email %>
+  <%= javascript_tag do %>
+    $('#content .contextual:first a:first').before('<%= helpdesk_reply_link %>')
+    $('#content .contextual:last a:first').before('<%= helpdesk_reply_link %>')
+  <% end %>
+<% end %>

plugins/redmine_contacts_helpdesk/app/views/issues/_ticket_data.html.erb

@@ -0,0 +1,56 @@
+<% if User.current.allowed_to?(:view_helpdesk_tickets, @project) && @issue.is_ticket?  %>
+<div id="ticket_data">
+    <div class="contextual">
+        <%= link_to l(:label_helpdesk_public_link), public_ticket_path(@issue.helpdesk_ticket, :hash => @issue.helpdesk_ticket.token), :class => "icon icon-public-link" if RedmineHelpdesk.public_tickets? && !@issue.is_private %>
+        <%# link_to l(:label_helpdesk_spam),
+          {:controller => 'helpdesk',
+          :action => 'delete_spam',
+          :project_id => @project,
+          :issue_id => @issue},
+          :method => :delete,
+          :data => {:confirm => l(:text_are_you_sure)},
+          :class => "icon icon-email-spam" if @issue.helpdesk_ticket.source == HelpdeskTicket::HELPDESK_EMAIL_SOURCE && @issue.customer.primary_email && User.current.allowed_to?(:send_response, @project) && User.current.allowed_to?(:delete_issues, @project) && User.current.allowed_to?(:delete_contacts, @project) %>
+    </div>
+	<span class="icon <%= helpdesk_ticket_source_icon(@issue.helpdesk_ticket) %>", title="<%=  l(:label_helpdesk_to_address) %>: <%= @issue.helpdesk_ticket.to_address %>">
+    <%= @issue.helpdesk_ticket.is_incoming? ? l(:label_helpdesk_from) : l(:label_sent_to) %>
+	</span>
+	<span class="ticket_customer"  style="white-space: nowrap;display: inline-block;">
+	  <%= contact_tag(@issue.customer, :type => "plain") %>
+	  (<%= @issue.helpdesk_ticket.from_address %>)
+	</span>
+    <% if attachment = @issue.helpdesk_ticket.message_file %>
+      <span class="attachment" style="white-space: nowrap;display: inline-block;">
+        <%= link_to_attachment attachment, :text => l(:label_helpdesk_original), :download => true, :class => 'icon icon-attachment' -%>
+        <%= h(" - #{attachment.description}") unless attachment.description.blank? %>
+          <span class="size">(<%= number_to_human_size attachment.filesize %>)</span>
+          <%= link_to_if_authorized image_tag('magnifier.png', :plugin => "redmine_contacts_helpdesk"),
+                :controller => 'helpdesk', :action => 'show_original',
+                :id => attachment, :project_id => @project %>
+      </span>
+    <% end %>
+    <span class="helpdesk-message-date"><%= format_time(@issue.helpdesk_ticket.ticket_date) %></span>
+    <br>
+    <% unless @issue.helpdesk_ticket.cc_address.blank? %>
+    <span class="helpdesk-message-date"><%=  l(:label_helpdesk_cc) %>: <%= @issue.helpdesk_ticket.cc_address.split(',').join(', ') %></span>
+    <% end %>
+</div>
+<% if Redmine::VERSION.to_s > '3.2' %>
+  <script type="text/javascript">
+    $(document).ready(function() {
+      $(".attributes").first().prepend($("#ticket_data"));
+      $("#ticket_data").after("<hr>");
+    });
+  </script>
+<% else %>
+  <hr />
+<% end %>
+
+<%= issue_fields_rows do |rows|
+  rows.left l(:label_helpdesk_ticket_reaction_time), distance_of_time_in_words(@issue.helpdesk_ticket.reaction_time, 0, :include_seconds => true) if @issue.helpdesk_ticket.reaction_time
+  rows.left l(:label_helpdesk_ticket_resolve_time), distance_of_time_in_words(@issue.helpdesk_ticket.resolve_time, 0, :include_seconds => true) if @issue.helpdesk_ticket.resolve_time
+  rows.right l(:label_helpdesk_contact_vote), show_customer_vote(@issue.helpdesk_ticket.vote, @issue.helpdesk_ticket.vote_comment) if @issue.helpdesk_ticket.vote && @issue.helpdesk_ticket.vote >= 0
+  rows.right l(:label_helpdesk_ticket_first_response_time), distance_of_time_in_words(@issue.helpdesk_ticket.first_response_time, 0, :include_seconds => true) if @issue.helpdesk_ticket.first_response_time
+  rows.right l(:label_helpdesk_ticket_last_response_time), distance_of_time_in_words(@issue.helpdesk_ticket.last_response_time, Time.now.utc) if @issue.helpdesk_ticket.last_response_time
+end %>
+
+<% end %>

plugins/redmine_contacts_helpdesk/app/views/issues/_ticket_data_form.html.erb

@@ -0,0 +1,26 @@
+<% if @issue.new_record? && !@copy_from && User.current.allowed_to?(:edit_helpdesk_tickets, @project) && (@issue.tracker_id.to_s == HelpdeskSettings["helpdesk_tracker", @project.id] || HelpdeskSettings["helpdesk_tracker", @project.id] == 'all') %>
+  <div class="email-template">
+  <% @issue.build_helpdesk_ticket if @issue.helpdesk_ticket.blank? %>
+  <%= form.fields_for :helpdesk_ticket do |f| %>
+    <div class="splitcontentleft">
+      <p><%= f.label_for_field("issue_helpdesk_ticket_attributes_contact_id_selected_contact", :label => l(:label_helpdesk_contact), :required => true) %>
+        <%= select_contact_tag('issue[helpdesk_ticket_attributes][contact_id]', @issue.helpdesk_ticket.try(:customer), :is_select => Contact.visible.by_project(ContactsSetting.cross_project_contacts? ? nil : @project).count < 50, :include_blank => true, :add_contact => true, :display_field => @issue.helpdesk_ticket.try(:customer).blank?) %>
+      </p>
+
+      <p class="required">
+        <%= f.text_field :ticket_date, :label => l(:label_helpdesk_ticket_date), :size => 12, :value => @issue.helpdesk_ticket.ticket_date.to_date %>
+        <%= f.text_field :ticket_time, :size => 5, :no_label => true, :value => @issue.helpdesk_ticket.ticket_date.to_s(:time) %><%= calendar_for('issue_helpdesk_ticket_attributes_ticket_date') %>
+      </p>
+    </div>
+
+    <div class="splitcontentright">
+      <p><%= f.select :source, helpdesk_tickets_source_for_select, :label => l(:label_helpdesk_ticket_source) %></p>
+      <p><%= label_tag :helpdesk_send_as,  l(:label_helpdesk_send_as)%>
+         <%= select_tag :helpdesk_send_as, options_for_select(helpdesk_send_as_for_select, params[:helpdesk_send_as]) %> </p>
+    </div>
+
+    <div style="clear:both;"></div>
+  <% end %>
+  </div>
+
+<% end %>

plugins/redmine_contacts_helpdesk/app/views/journals/_journal_contact.html.erb

@@ -0,0 +1,41 @@
+<% if User.current.allowed_to?(:view_helpdesk_tickets, @project) && @issue.journal_messages && journal_message = @issue.journal_messages.detect{|j| j.journal_id == journal.id} %>
+  <p class="journal_message">
+    <span class="icon <%= journal_message.is_incoming? ? 'icon-email' : 'icon-email-to' %>">
+      <%= journal_message.is_incoming? ? l(:label_received_from) : l(:label_sent_to) %>
+    </span>
+      <span class="contact" style="white-space: nowrap;display: inline-block;">
+      <% if journal_message.is_incoming? %>
+        <%= "#{contact_tag(journal_message.contact)} (#{journal_message.from_address})".html_safe %>
+      <% else %>
+        <%= journal_message.contact.emails.include?(journal_message.to_address) ? "#{contact_tag(journal_message.contact)} (#{journal_message.to_address})".html_safe : journal_message.to_address %>
+      <% end %>
+      </span>
+
+    <% if attachment = journal_message.message_file %>
+      <span class="attachment" style="white-space: nowrap;display: inline-block;">
+        <%= link_to_attachment attachment, :text => l(:label_helpdesk_original), :class => 'icon icon-attachment' -%>
+        <%= h(" - #{attachment.description}") unless attachment.description.blank? %>
+          <span class="size">(<%= number_to_human_size attachment.filesize %>)</span>
+          <%= link_to_if_authorized image_tag('magnifier.png', :plugin => "redmine_contacts_helpdesk"),
+                :controller => 'helpdesk', :action => 'show_original',
+                :id => attachment, :project_id => @project %>
+      </span>
+    <% end %>
+    <span class="helpdesk-message-date"><%= format_time(journal_message.message_date) %></span>
+
+    <% unless journal_message.bcc_address.blank? && journal_message.cc_address.blank? %>
+    <br>
+    <span class="heldesk_cc helpdesk-message-date">
+      <%= "#{l(:label_helpdesk_cc)}: #{journal_message.cc_address}" unless journal_message.cc_address.blank? %><%= ", #{l(:label_helpdesk_bcc)}: #{journal_message.bcc_address}" unless journal_message.bcc_address.blank? %>
+    </span>
+    <% end %>
+
+    <% if false && journal_message.is_incoming?  %>
+    <span class="actions" style="float: right;">
+        <%= link_to "Split", "", :class => "icon icon-split" %>
+    </span>
+    <% end %>
+
+  </p>
+<% end %>
+

plugins/redmine_contacts_helpdesk/app/views/layouts/public_tickets.html.erb

@@ -0,0 +1,51 @@
+<!DOCTYPE html>
+<html lang="en">
+<head>
+<meta charset="utf-8" />
+<meta name="robots" content="noindex, nofollow">
+<%= csrf_meta_tag %>
+<%= favicon %>
+<%= stylesheet_link_tag 'jquery/jquery-ui-1.9.2', 'application', :media => 'all' %>
+<%= stylesheet_link_tag 'rtl', :media => 'all' if l(:direction) == 'rtl' %>
+<%= javascript_heads %>
+<%= heads_for_theme %>
+<%= call_hook :view_layouts_base_html_head %>
+<!-- page specific tags -->
+<%= yield :header_tags -%>
+</head>
+<body class="<%=h body_css_classes %>">
+<div id="wrapper">
+<div id="wrapper2">
+<div id="wrapper3">
+<div id="header">
+    <h1><%= RedmineHelpdesk.public_title.blank? ? Setting.app_title : RedmineHelpdesk.public_title %></h1>
+</div>
+
+<div id="main" class="<%= sidebar_content? ? '' : 'nosidebar' %>">
+    <div id="sidebar">
+        <%= yield :sidebar %>
+        <%= view_layouts_base_sidebar_hook_response %>
+    </div>
+
+    <div id="content">
+        <%= render_flash_messages %>
+        <%= yield %>
+        <%= call_hook :view_layouts_base_content %>
+        <div style="clear:both;"></div>
+    </div>
+</div>
+</div>
+
+<div id="ajax-indicator" style="display:none;"><span><%= l(:label_loading) %></span></div>
+<div id="ajax-modal" style="display:none;"></div>
+
+<div id="footer">
+  <div class="bgl"><div class="bgr">
+  </div></div>
+</div>
+
+</div>
+</div>
+<%= call_hook :view_layouts_base_body_bottom %>
+</body>
+</html>

plugins/redmine_contacts_helpdesk/app/views/my/blocks/_my_helpdesk_tickets.html.erb

@@ -0,0 +1,56 @@
+<% tickets_scope = Issue.visible.open.joins(:helpdesk_ticket).where(:assigned_to_id => User.current.id) %>
+
+<% tickets = tickets_scope.limit(10) %>
+
+<h3><%= l(:my_helpdesk_tickets) %> (<%= tickets_scope.count %>)</h3>
+
+<% if tickets && tickets.any? %>
+<%= form_tag({}, :data => {:cm_url => issues_context_menu_path}) do %>
+  <table class="list tickets">
+    <thead><tr>
+    <th><%=l(:field_subject)%></th>
+    <th><%=l(:field_project)%></th>
+    <th><%=l(:label_helpdesk_contact)%></th>
+    <th><%=l(:label_helpdesk_last_message)%></th>
+    </tr></thead>
+    <tbody>
+    <% for ticket in tickets %>
+    <tr id="ticket-<%= h(ticket.id) %>" class="issue hascontextmenu <%= cycle('odd', 'even') %> <%= ticket.css_classes %>">
+      <td class="subject">
+        <%= check_box_tag("ids[]", ticket.id, false, :style => 'display:none;', :id => nil) %>
+      	<span class="icon <%= ticket.helpdesk_ticket.ticket_source_icon %>"></span>
+        <%= link_to "##{ticket.id} - #{truncate(ticket.subject, :length => 60)}", issue_path(ticket) %> (<%=h ticket.status %>)
+      </td>
+      <td class="project"><%= link_to_project(ticket.project) %></td>
+      <td class="customer"><%= contact_tag(ticket.customer) + (ticket.customer_company.blank? ? "" : " (#{ticket.customer_company})") if ticket.customer %></td>
+      <td class="last_message"><small>
+      	<%= (ticket.last_message.blank? ? ticket.description : ticket.last_message).truncate(250) %>
+      </small></td>
+    </tr>
+    <% end %>
+    </tbody>
+  </table>
+<% end %>
+<% else %>
+  <p class="nodata"><%= l(:label_no_data) %></p>
+<% end %>
+
+<% if tickets.length > 0 %>
+<p class="small"><%= link_to l(:label_helpdesk_view_all_tickets), :controller => 'issues',
+                                                       :action => 'index',
+                                                       :set_filter => 1,
+                                                       :assigned_to_id => 'me',
+                                                       :customer => "*",
+                                                       :status_id => "o",
+                                                       :c => ["project", "tracker", "status", "subject", "customer", "customer_company", "last_message"],
+                                                       # :op => {:assigned_to_id => "=", :customer => "*", :status_id => "o"},
+
+                                                       :sort => 'priority:desc,updated_on:desc' %></p>
+<% end %>
+
+<% content_for :header_tags do %>
+<%= auto_discovery_link_tag(:atom,
+                            {:controller => 'issues', :action => 'index', :set_filter => 1,
+                             :assigned_to_id => 'me', :format => 'atom', :key => User.current.rss_key},
+                            {:title => l(:label_assigned_to_me_issues)}) %>
+<% end %>

plugins/redmine_contacts_helpdesk/app/views/projects/_helpdesk_tickets.html.erb

@@ -0,0 +1,10 @@
+<% if User.current.allowed_to?(:view_helpdesk_tickets, @project) %>
+    <% if tickets = HelpdeskTicket.includes(:issue => [:project]).where(:projects => {:id => @project}) %>
+      <% customers = Contact.includes(:tickets => :project).where(:projects => {:id => @project}) %>
+      <h3><%= l(:label_helpdesk_ticket_plural) %></h3>
+      <p><span class="icon icon-helpdesk"><%= l(:text_helpdesk_ticket_count, :count => tickets.count) %></span></p>
+      <p><span class="icon icon-company-contact"><%= l(:text_helpdesk_customer_count, :count => customers.count) %> </span></p>
+      <p><%# link_to(l(:label_report), {:controller => "helpdesk_reports", :action => "tickets_report", :project_id => @project}) %></p>
+      <%= call_hook(:view_projects_show_helpdesk_sidebar_bottom, :project => @project) %>
+    <% end %>
+<% end %>

plugins/redmine_contacts_helpdesk/app/views/projects/settings/_helpdesk_canned_responses.html.erb

@@ -0,0 +1,43 @@
+<%= error_messages_for 'helpdesk_settings' %>
+
+<% if @project.module_enabled?(:contacts) && @project.module_enabled?(:issue_tracking) %>
+
+<% if canned_responses = CannedResponse.visible.in_project_or_public(@project).order("#{CannedResponse.table_name}.name") %>
+<table class="list">
+  <thead><tr>
+  <th><%= l(:field_name) %></th>
+  <th><%= l(:field_content) %></th>
+  <th><%= l(:field_is_public) %></th>
+  <th><%= l(:field_is_for_all) %></th>
+  <th></th>
+  </tr></thead>
+  <tbody>
+<% canned_responses.each do |canned_response| %>
+  <tr class="<%= cycle 'odd', 'even' %>">
+    <td class="name"><%= canned_response.name  %></td>
+    <td class="name"><em class="info"><%= canned_response.content.gsub(/$/, ' ').truncate(250) %></em></td>
+    <td class="tick"><%= checked_image canned_response.is_public? %></td>
+    <td class="tick"><%= checked_image canned_response.project.blank? %></td>
+    <td class="buttons">
+      <% if User.current.allowed_to?(:manage_canned_responses, @project) %>
+        <%= link_to l(:button_edit), edit_canned_response_path(canned_response), :class => 'icon icon-edit' %>
+        <%= delete_link canned_response_path(canned_response, :project_id => @project) %>
+      <% end %>
+    </td>
+  </tr>
+<% end %>
+    </tbody>
+</table>
+<% else %>
+<p class="nodata"><%= l(:label_no_data) %></p>
+<% end %>
+
+<p><%= link_to l(:label_helpdesk_new_canned_response), new_project_canned_response_path(@project), :class => 'icon icon-add' if User.current.allowed_to?(:manage_canned_responses, @project) %></p>
+
+<% else %>
+  <p class="nodata"><%= l(:label_helpdesk_enable_modules) %></p>
+<% end %>
+
+
+
+

plugins/redmine_contacts_helpdesk/app/views/projects/settings/_helpdesk_general.html.erb

@@ -0,0 +1,58 @@
+<div class="box" >
+
+  <p>
+    <label><%= l(:field_mail_from) %></label>
+    <%= text_field_tag "helpdesk_answer_from", HelpdeskSettings["helpdesk_answer_from", @project.id], :size => "60", :placeholder => RedmineHelpdesk.settings["helpdesk_answer_from"] %>
+    <em class="info"><%= l(:text_helpdesk_answer_macros, :macro => HelpdeskSettings::FROM_MACRO_LIST.join(', ')) %></em>
+  </p>
+
+
+  <p>
+    <label><%= l(:label_helpdesk_answered_status) %></label>
+    <%= select_tag "helpdesk_answered_status", ("<option value=\"\">#{l(:label_no_change_option)}</option>" + options_for_select(IssueStatus.all.collect {|p| [p.name, p.id.to_s]}, HelpdeskSettings["helpdesk_answered_status", @project.id])).html_safe %>
+  </p>
+
+  <p>
+    <label><%= l(:label_helpdesk_reopen_status) %></label>
+    <%= select_tag "helpdesk_reopen_status", ("<option value=\"\">#{l(:label_no_change_option)}</option>" + options_for_select(IssueStatus.all.collect {|p| [p.name, p.id.to_s]}, HelpdeskSettings["helpdesk_reopen_status", @project.id])).html_safe %>
+  </p>
+
+  <p>
+    <label><%= l(:label_helpdesk_tracker) %></label>
+    <%= select_tag "helpdesk_tracker", options_for_select([[l(:label_all), "all"]] + @project.trackers.collect {|t| [t.name, t.id.to_s]}, HelpdeskSettings["helpdesk_tracker", @project.id]), :include_blank => true %>
+  </p>
+
+  <p>
+    <label><%= l(:label_helpdesk_assigned_to) %></label>
+    <%= select_tag "helpdesk_assigned_to", ("<option value=\"\">#{l(:label_no_change_option)}</option>" + options_for_select(@project.assignable_users.collect {|t| [t.name, t.id.to_s]}, HelpdeskSettings["helpdesk_assigned_to", @project.id])).html_safe %>
+  </p>
+
+  <p>
+    <label><%= l(:label_helpdesk_lifetime) %></label>
+    <%= text_field_tag "helpdesk_lifetime", HelpdeskSettings["helpdesk_lifetime", @project.id], :size => "5" %> <%= l(:label_day_plural) %>
+  </p>
+
+  <hr/>
+
+  <p>
+    <label><%= l(:label_not_create_contacts) %></label>
+
+    <%= hidden_field_tag("helpdesk_is_not_create_contacts", 0)  %>
+    <%= check_box_tag "helpdesk_is_not_create_contacts", 1, HelpdeskSettings["helpdesk_is_not_create_contacts", @project.id].to_i > 0, :onclick => '$("#add_tags").toggle();' %>
+  </p>
+
+  <p>
+    <label><%= l(:label_helpdesk_blacklist) %></label>
+    <%= text_area_tag "helpdesk_blacklist", HelpdeskSettings["helpdesk_blacklist", @project.id].blank? ? '' : HelpdeskSettings["helpdesk_blacklist", @project.id].split("\n").map{|u| u.strip}.join("\n"), :rows => 10 %>
+  <br /><em class="info"><%= l(:text_custom_field_possible_values_info) %></em>  </p>
+
+
+
+  <div id="add_tags" class="contacts-tags-edit" <%= "style=\"display: none;\"" if HelpdeskSettings["helpdesk_is_not_create_contacts", @project.id].to_i > 0  %>>
+    <p>
+  	<label><%= l(:field_created_contact_tags) %></label>
+  	<%= text_field_tag "helpdesk_created_contact_tag", HelpdeskSettings["helpdesk_created_contact_tag", @project.id], :size => 10, :class => 'hol' %><%= tagsedit_for('#helpdesk_created_contact_tag', Contact.available_tags(:project => @project).map(&:name).join("\',\'").html_safe ) %>
+    </p>
+  </div>
+
+</div>

plugins/redmine_contacts_helpdesk/app/views/projects/settings/_helpdesk_server.html.erb

@@ -0,0 +1,184 @@
+<fieldset class="box tabular"><legend><%= l(:label_helpdesk_incoming_mail_server) %></legend>
+  <script type="text/javascript" charset="utf-8">
+    function changeServerSettings(element) {
+      $('#helpdesk_use_ssl_field').show();
+
+      if (element.value == 'pop3') {
+        $('#server_settings').show();
+        $('#imap_settings').hide();
+        $('#pop3_settings').show();
+        $('#host_settings').show();
+      }
+
+      if (element.value == 'imap') {
+        $('#server_settings').show();
+        $('#pop3_settings').hide();
+        $('#imap_settings').show();
+        $('#host_settings').show();
+      }
+
+      if (element.value == '') {
+        $('#server_settings').hide();
+      }
+
+      if (element.value == 'gmail' || element.value == 'yahoo' || element.value == 'yandex' ) {
+        $('#server_settings').show();
+        $('#host_settings').hide();
+        $('#imap_settings').show();
+        $('#pop3_settings').hide();
+        $('#helpdesk_use_ssl_field').hide();
+      }
+
+    }
+  </script>
+  <p>
+    <label><%= l(:label_helpdesk_protocol) %></label>
+    <%= select_tag :helpdesk_protocol, options_for_select([['', ""], ["pop3", "pop3"], ["imap", "imap"], ["Gmail", "gmail"], ["Yahoo", "yahoo"], ["Yandex", "yandex"]] , HelpdeskSettings[:helpdesk_protocol, @project.id]), :onchange => "changeServerSettings(this)" %>
+  </p>
+
+  <span id="server_settings"  <%= "style=\"display: none;\"".html_safe if HelpdeskSettings[:helpdesk_protocol, @project.id].blank? %>>
+
+    <span id="host_settings" <%= "style=\"display: none;\"".html_safe if ["gmail","yahoo", "yandex"].include?(HelpdeskSettings[:helpdesk_protocol, @project.id]) %>>
+      <p>
+        <label><%= l(:label_helpdesk_host) %></label>
+        <%= text_field_tag :helpdesk_host, HelpdeskSettings[:helpdesk_host, @project.id] %>
+      </p>
+
+      <p>
+        <label><%= l(:label_helpdesk_port) %></label>
+        <%= text_field_tag :helpdesk_port, HelpdeskSettings[:helpdesk_port, @project.id] %>
+      </p>
+    </span>
+
+    <p>
+      <label><%= l(:label_helpdesk_username) %></label>
+      <%= text_field_tag :helpdesk_username, HelpdeskSettings[:helpdesk_username, @project.id] %>
+    </p>
+
+    <p>
+      <label><%= l(:label_helpdesk_password) %></label>
+      <%= link_to_function image_tag('edit.png'), '$(this).hide(); $("#helpdesk_password_field").show()' unless HelpdeskSettings[:helpdesk_username, @project.id].blank? %>
+      <%= content_tag 'span', :id => "helpdesk_password_field", :style => (HelpdeskSettings[:helpdesk_username, @project.id].blank? ? nil : 'display:none') do %>
+        <%= password_field_tag :helpdesk_password, '' %>
+      <% end %>
+    </p>
+    <p <%= "style=\"display: none;\"".html_safe if ["gmail", "yahoo", "yandex"].include?(HelpdeskSettings[:helpdesk_protocol, @project.id]) %> id="helpdesk_use_ssl_field">
+      <label><%= l(:label_helpdesk_ssl) %></label>
+
+      <%= hidden_field_tag(:helpdesk_use_ssl, 0)  %>
+      <%= check_box_tag :helpdesk_use_ssl, 1, HelpdeskSettings[:helpdesk_use_ssl, @project.id].to_i > 0 %>
+    </p>
+
+    <span id="imap_settings"  <%= "style=\"display: none;\"".html_safe if !["gmail", "yahoo", "yandex", "imap"].include?(HelpdeskSettings[:helpdesk_protocol, @project.id]) %>>
+
+
+      <p>
+        <label><%= l(:label_helpdesk_imap_folder) %></label>
+        <%= text_field_tag :helpdesk_imap_folder, HelpdeskSettings[:helpdesk_imap_folder, @project.id] %>
+      </p>
+
+      <p>
+        <label><%= l(:label_helpdesk_move_on_success) %></label>
+        <%= text_field_tag :helpdesk_move_on_success, HelpdeskSettings[:helpdesk_move_on_success, @project.id] %>
+      </p>
+
+      <p>
+        <label><%= l(:label_helpdesk_move_on_failure) %></label>
+        <%= text_field_tag :helpdesk_move_on_failure, HelpdeskSettings[:helpdesk_move_on_failure, @project.id] %>
+      </p>
+    </span>
+
+    <span id="pop3_settings" <%= "style=\"display: none;\"".html_safe if HelpdeskSettings[:helpdesk_protocol, @project.id] != "pop3"  %>>
+      <p>
+        <label><%= l(:label_helpdesk_apop) %></label>
+
+        <%= hidden_field_tag(:helpdesk_apop, 0)  %>
+        <%= check_box_tag :helpdesk_apop, 1, HelpdeskSettings[:helpdesk_apop, @project.id].to_i > 0 %>
+      </p>
+
+      <p>
+        <label><%= l(:label_helpdesk_delete_unprocessed) %></label>
+
+        <%= hidden_field_tag(:helpdesk_delete_unprocessed, 0)  %>
+        <%= check_box_tag :helpdesk_delete_unprocessed, 1, HelpdeskSettings[:helpdesk_delete_unprocessed, @project.id].to_i > 0 %>
+      </p>
+    </span>
+
+    <div id="test_connection_messages">
+    </div>
+
+    <%= link_to l(:label_helpdesk_get_mail),
+          {},
+          :remote => true,
+          :onclick => "updateCustomForm('#{url_for(:controller => 'helpdesk', :action => 'get_mail', :project_id => @project)}', $('#helpdesk_settings'))" %>
+
+
+    <br/>
+
+  </span> <!-- Server settings -->
+
+</fieldset>
+
+<fieldset class="box tabular"><legend><%= l(:label_helpdesk_outgoing_mail_server) %> (experimental)</legend>
+
+  <p>
+    <label><%= l(:label_helpdesk_smtp_use_default_settings) %></label>
+    <%= hidden_field_tag(:helpdesk_smtp_use_default_settings, 1)  %>
+    <%= check_box_tag :helpdesk_smtp_use_default_settings, 0, HelpdeskSettings[:helpdesk_smtp_use_default_settings, @project.id].to_i == 0, :onchange => "$('.smtp-settings').toggle(); return false;" %>
+  </p>
+
+  <span class="smtp-settings"  <%= "style=\"display: none;\"".html_safe unless HelpdeskSettings[:helpdesk_smtp_use_default_settings, @project.id].to_i > 0 %>>
+
+    <p>
+      <label><%= l(:label_helpdesk_smtp_server) %></label>
+      <%= text_field_tag :helpdesk_smtp_server, HelpdeskSettings[:helpdesk_smtp_server, @project.id] %>
+    </p>
+
+    <p>
+      <label><%= l(:label_helpdesk_port) %></label>
+      <%= text_field_tag :helpdesk_smtp_port, HelpdeskSettings[:helpdesk_smtp_port, @project.id] %>
+    </p>
+
+    <p>
+      <label><%= l(:label_helpdesk_smtp_domain) %></label>
+      <%= text_field_tag :helpdesk_smtp_domain, HelpdeskSettings[:helpdesk_smtp_domain, @project.id] %>
+    </p>
+
+    <p>
+      <label><%= l(:label_helpdesk_authentication) %></label>
+    <%= select_tag :helpdesk_smtp_authentication, options_for_select([[l(:label_helpdesk_authentication_plain), "plain"], [l(:label_helpdesk_authentication_login), "login"], [l(:label_helpdesk_authentication_cram_md5), "cram_md5"]] , HelpdeskSettings[:helpdesk_smtp_authentication, @project.id]) %>
+    </p>
+
+    <p>
+      <label><%= l(:label_helpdesk_username) %></label>
+      <%= text_field_tag :helpdesk_smtp_username, HelpdeskSettings[:helpdesk_smtp_username, @project.id] %>
+    </p>
+
+
+    <p>
+      <label><%= l(:label_helpdesk_password) %></label>
+      <%= link_to_function image_tag('edit.png'), '$(this).hide(); $("#helpdesk_smtp_password_field").show()' unless HelpdeskSettings[:helpdesk_smtp_username, @project.id].blank? %>
+      <%= content_tag 'span', :id => "helpdesk_smtp_password_field", :style => (HelpdeskSettings[:helpdesk_smtp_username, @project.id].blank? ? nil : 'display:none') do %>
+        <%= password_field_tag :helpdesk_smtp_password, '' %>
+      <% end %>
+    </p>
+
+    <p>
+        <label><%= l(:label_helpdesk_ssl) %></label>
+        <%= hidden_field_tag(:helpdesk_smtp_ssl, 0)  %>
+        <%= check_box_tag :helpdesk_smtp_ssl, 1, HelpdeskSettings[:helpdesk_smtp_ssl, @project.id].to_i > 0 %>
+    </p>
+
+    <p>
+        <label><%= l(:label_helpdesk_smtp_tls) %></label>
+        <%= hidden_field_tag(:helpdesk_smtp_tls, 0)  %>
+        <%= check_box_tag :helpdesk_smtp_tls, 1, HelpdeskSettings[:helpdesk_smtp_tls, @project.id].to_i > 0 %>
+    </p>
+
+  </span> <!-- Server settings -->
+
+</fieldset>
+
+
+
+

plugins/redmine_contacts_helpdesk/app/views/projects/settings/_helpdesk_settings.html.erb

@@ -0,0 +1,28 @@
+<%= error_messages_for 'helpdesk_settings' %>
+
+<% errors = [] %>
+<% errors << l(:label_helpdesk_enable_modules) unless @project.module_enabled?(:contacts) && @project.module_enabled?(:issue_tracking) %>
+
+<% if errors.empty? %>
+  <%= form_tag({:controller => :helpdesk, :action => :save_settings, :project_id => @project, :tab => 'helpdesk'}, :method => :put, :class => "tabular", :multipart => true, :id => 'helpdesk_settings') do %>
+
+  <div class="splitcontentleft">
+    <h3><%=l(:label_helpdesk)%></h3>
+    <%= render :partial => 'projects/settings/helpdesk_general' %>
+  </div>
+
+  <div class="splitcontentright">
+    <h3><%=l(:label_helpdesk_server_settings)%></h3>
+    <%= render :partial => 'projects/settings/helpdesk_server' %>
+  </div>
+
+  <div style="clear:both;"></div>
+
+  <%= submit_tag l(:button_save) %>
+
+  <% end %>
+
+<% else %>
+  <p class="nodata"><%= errors.join("<br/>").html_safe %></p>
+<% end %>
+

plugins/redmine_contacts_helpdesk/app/views/projects/settings/_helpdesk_template.html.erb

@@ -0,0 +1,64 @@
+<%= error_messages_for 'helpdesk_settings' %>
+
+<% if @project.module_enabled?(:contacts) && @project.module_enabled?(:issue_tracking) %>
+  <%= form_tag({:controller => :helpdesk, :action => :save_settings, :project_id => @project, :tab => 'helpdesk_template'}, :method => :put, :class => "tabular", :multipart => true, :id => 'helpdesk_template') do %>
+
+  <fieldset class="box tabular"><legend><%= l(:label_helpdesk_answer_template) %></legend>
+
+    <p>
+      <label><%= l(:field_subject) %></label>
+        <%= text_field_tag "helpdesk_answer_subject", HelpdeskSettings["helpdesk_answer_subject", @project.id], :style => "width:100%" %>
+    </p>
+
+    <p>
+      <label><%= l(:setting_emails_header) %></label>
+      <%= text_area_tag "helpdesk_emails_header", HelpdeskSettings["helpdesk_emails_header", @project.id], :class => 'wiki-edit', :rows => 5 %>
+    </p>
+
+    <p>
+      <label><%= l(:setting_emails_footer) %></label>
+      <%= text_area_tag "helpdesk_emails_footer", HelpdeskSettings["helpdesk_emails_footer", @project.id], :class => 'wiki-edit', :rows => 5 %>
+    </p>
+  </fieldset>
+
+
+  <fieldset class="box" style="background-color: #FFD;"><legend><%= l(:label_helpdesk_auto_answer_template) %></legend>
+    <p>
+      <label><%= l(:label_send_auto_answer) %></label>
+
+      <%= hidden_field_tag("helpdesk_send_notification", 0)  %>
+      <%= check_box_tag "helpdesk_send_notification", 1, ContactsSetting["helpdesk_send_notification", @project.id].to_i > 0 %>
+    </p>
+
+    <p>
+      <label><%= l(:field_subject) %></label>
+      <%= text_field_tag "helpdesk_first_answer_subject", HelpdeskSettings["helpdesk_first_answer_subject", @project.id], :style => "width:100%" %>
+    </p>
+
+    <p>
+      <label><%= l(:label_helpdesk_first_answer_template) %></label>
+      <%= text_area_tag "helpdesk_first_answer_template", HelpdeskSettings["helpdesk_first_answer_template", @project.id], :class => 'wiki-edit', :rows => 15 %>
+      <%= wikitoolbar_for 'helpdesk_first_answer_template' %>
+    </p>
+
+  </fieldset>
+
+ <div> <em class="info"><%= l(:text_helpdesk_answer_macros, :macro => HelpdeskSettings::MACRO_LIST.join(', ')) %></em></div>
+
+  <br/>
+
+  <%= submit_tag l(:button_save) %>
+
+  <% end %>
+
+<% else %>
+  <p class="nodata"><%= l(:label_helpdesk_enable_modules) %></p>
+<% end %>
+
+
+<% content_for :header_tags do %>
+  <%= javascript_include_tag :"tag-it", :plugin => 'redmine_contacts'  %>
+  <%= stylesheet_link_tag :"jquery.tagit.css", :plugin => 'redmine_contacts' %>
+  <%= javascript_include_tag :contacts, :plugin => 'redmine_contacts'  %>
+  <%= stylesheet_link_tag :contacts, :plugin => 'redmine_contacts' %>
+<% end %>

plugins/redmine_contacts_helpdesk/app/views/public_tickets/_add_comment.html.erb

@@ -0,0 +1,8 @@
+<%= labelled_form_for @journal, :url => public_ticket_add_comment_path(:id => @ticket.id, :hash => @ticket.token) , :html => {:id => 'add_comment_form', :multipart => true} do |f| %>
+    <%= error_messages_for 'journal', 'journal_message' %>
+    <div class="box">
+        <%= f.text_area 'notes', :cols => 60, :rows => 10, :class => 'wiki-edit' %>
+        <%= wikitoolbar_for 'journal_notes' %>
+    </div>
+    <%= submit_tag l(:button_submit) %>
+<% end %>

plugins/redmine_contacts_helpdesk/app/views/public_tickets/_attachment_links.html.erb

@@ -0,0 +1,13 @@
+<div class="attachments">
+  <% for attachment in attachments %>
+      <p><%= link_to_attachment_with_hash attachment, :class => 'icon icon-attachment', :download => true -%>
+        <% if attachment.is_text? %>
+            <%= link_to image_tag('magnifier.png'),
+                        :controller => 'attachments', :action => 'show',
+                        :id => attachment, :filename => attachment.filename %>
+        <% end %>
+        <%= h(" - #{attachment.description}") unless attachment.description.blank? %>
+        <span class="size">(<%= number_to_human_size attachment.filesize %>)</span>
+      </p>
+  <% end %>
+</div>

plugins/redmine_contacts_helpdesk/app/views/public_tickets/_history.html.erb

@@ -0,0 +1,11 @@
+<% for journal in journals %>
+  <div id="change-<%= journal.id %>" class="<%= journal.css_classes %> <%= journal.journal_message.is_incoming? ? 'incoming' : 'outgoing' %>">
+    <div id="note-<%= journal.indice %>">
+      <h4><%= link_to "##{journal.indice}", {:anchor => "note-#{journal.indice}"}, :class => "journal-link" %>
+      <%= authoring_public journal, :label => :label_updated_time_by %></h4>
+      <div class="wiki" id="journal-<%= journal.id %>-notes">
+        <%= textilizable(journal, :notes) unless journal.notes.blank? %>
+      </div>
+    </div>
+  </div>
+<% end %>

plugins/redmine_contacts_helpdesk/app/views/public_tickets/_sidebar_content.html.erb

@@ -0,0 +1,19 @@
+<% html_title "#{@issue.tracker.name} ##{@issue.id}: #{@issue.subject}" %>
+
+<% if (RedmineHelpdesk.public_spent_time? && @total_spent_hours.to_i > 0) || !@previous_tickets.blank? %>
+  <% content_for :sidebar do %>
+    <% if RedmineHelpdesk.public_spent_time? && @total_spent_hours.to_i > 0 %>
+    <h3><%= l(:label_spent_time) %></h3>
+    <p><span class="icon icon-time"><%= l_hours(@total_spent_hours) %></span></p>
+    <% end %>
+
+    <% unless @previous_tickets.empty? %>
+      <h3>
+        <%= l(:label_helpdesk_previous_tickets) %>
+      </h3>
+      <% @previous_tickets.each do |previous_ticket| %>
+        <p><%= link_to "##{previous_ticket.id} - #{previous_ticket.subject} (#{previous_ticket.status.name})", public_ticket_path(previous_ticket.helpdesk_ticket, :hash => previous_ticket.helpdesk_ticket.token), :class => previous_ticket.css_classes %></p>
+      <% end %>
+    <% end %>
+  <% end %>
+<% end %>

plugins/redmine_contacts_helpdesk/app/views/public_tickets/show.html.erb

@@ -0,0 +1,79 @@
+<h2><%= issue_heading(@issue) %></h2>
+
+<div class="<%= @issue.css_classes %> details">
+  <%= avatar(@ticket.from_address, :size => "50") %>
+
+<div class="subject">
+<h3><%= @issue.subject %></h3>
+</div>
+        <p class="author">
+        <%= l(:label_added_time_by, :author => mail_to(@ticket.from_address), :age => content_tag('acronym', distance_of_time_in_words(Time.now, @issue.created_on), :title => format_time(@issue.created_on))).html_safe %>.
+        <%# authoring @issue.created_on, mail_to(@ticket.from_address) %>
+        <% if @issue.created_on != @issue.updated_on %>
+        <%= l(:label_updated_time, ticket_time_tag(@issue.updated_on)).html_safe %>.
+        <% end %>
+        </p>
+
+<<%= Redmine::VERSION.to_s > '3.2' ? 'div' : 'table' %> class="attributes">
+<%= issue_fields_rows do |rows|
+  rows.left l(:field_status), h(@issue.status.name), :class => 'status'
+
+  unless @issue.disabled_core_fields.include?('assigned_to_id')
+    rows.left l(:field_assigned_to), (@issue.assigned_to ? @issue.assigned_to.name : "-"), :class => 'assigned-to'
+  end
+  unless @issue.disabled_core_fields.include?('done_ratio')
+    rows.right l(:field_done_ratio), progress_bar(@issue.done_ratio, :width => '80px', :legend => "#{@issue.done_ratio}%"), :class => 'progress'
+  end
+  if RedmineHelpdesk.public_spent_time?
+    unless @issue.disabled_core_fields.include?('estimated_hours')
+      if RedmineHelpdesk.public_spent_time? && !@issue.estimated_hours.blank?
+        rows.right l(:field_estimated_hours), l_hours(@issue.estimated_hours), :class => 'estimated-hours'
+      end
+    end
+    rows.right l(:label_spent_time), (@issue.total_spent_hours > 0 ? l_hours(@issue.total_spent_hours) : "-"), :class => 'spent-time'
+  end
+end %>
+<%# render_custom_fields_rows(@issue) %>
+</<%= Redmine::VERSION.to_s > '3.2' ? 'div' : 'table' %>>
+
+<% if @issue.description? || @issue.attachments.any? -%>
+<hr />
+<% if @issue.description? %>
+
+  <p><strong><%=l(:field_description)%></strong></p>
+  <div class="wiki">
+  <%= textilizable @issue, :description, :attachments => @issue.attachments %>
+  </div>
+<% end %>
+<% if @issue.attachments.any? %>
+<fieldset class="collapsible collapsed">
+  <legend onclick="toggleFieldset(this);"><%= l(:label_attachment_plural) %></legend>
+  <div style="display: none;">
+    <%= link_to_attachments_with_hash @issue, :thumbnails => true %>
+  </div>
+</fieldset>
+<% end %>
+<% end -%>
+
+
+</div>
+
+<% if @journals.present? %>
+<div id="history" class="ticket-history">
+<h3><%=l(:label_history)%></h3>
+<%= render :partial => 'public_tickets/history', :locals => { :issue => @issue, :journals => @journals } %>
+</div>
+<% end %>
+
+<div style="clear: both;"></div>
+
+<% if RedmineHelpdesk.public_comments? %>
+  <p><%= toggle_link l(:label_comment_add), "update", :focus => "journal_notes" %></p>
+  <div id="update" style="display:none;">
+  <h3><%= l(:label_comment_add) %></h3>
+  <%= render :partial => 'add_comment' %>
+  </div>
+<% end %>
+
+<%= render :partial => 'sidebar_content' %>
+

plugins/redmine_contacts_helpdesk/app/views/settings/_helpdesk.html.erb

@@ -0,0 +1,18 @@
+<% helpdesk_tabs = [
+    {:name => 'general', :partial => 'settings/helpdesk_general', :label => :label_helpdesk_general},
+    {:name => 'public', :partial => 'settings/helpdesk_public', :label => :label_helpdesk_settings_public},
+    {:name => 'templates', :partial => 'settings/helpdesk_template', :label => :label_helpdesk_template},
+    {:name => 'votes', :partial => 'settings/helpdesk_vote', :label => :label_helpdesk_vote},
+    {:name => 'canned_responses', :partial => 'settings/helpdesk_canned_responses', :label => :label_helpdesk_canned_response_plural},
+    {:name => 'widget', :partial => 'settings/helpdesk_widget', :label => :label_helpdesk_widget}
+  ] %>
+
+<% helpdesk_tabs.push({:name => 'hidden', :partial => 'settings/helpdesk_hidden', :label => :label_crm_contacts_hidden}) if params[:hidden] %>
+
+<%= render_tabs helpdesk_tabs %>
+
+<% html_title(l(:label_settings), l(:label_helpdesk)) -%>
+
+<% content_for(:header_tags) do %>
+  <%= javascript_include_tag :redmine_helpdesk, :plugin => 'redmine_contacts_helpdesk'  %>
+<% end %>

plugins/redmine_contacts_helpdesk/app/views/settings/_helpdesk_canned_responses.html.erb

@@ -0,0 +1,2 @@
+<% @canned_responses = CannedResponse.all %>
+<%= render :partial => 'canned_responses/index' %>

plugins/redmine_contacts_helpdesk/app/views/settings/_helpdesk_general.html.erb

@@ -0,0 +1,50 @@
+<p>
+  <label><%= l(:label_helpdesk_from_address) %></label>
+  <%= text_field_tag 'settings[helpdesk_answer_from]', @settings["helpdesk_answer_from"], :size => "98%" %>
+  <em class="info"><%= l(:text_helpdesk_answer_macros, :macro => HelpdeskSettings::FROM_MACRO_LIST.join(', ')) %></em>
+</p>
+
+<p>
+  <label><%= l(:label_helpdesk_save_cc) %></label>
+  <%= check_box_tag 'settings[helpdesk_save_cc]', 1, @settings["helpdesk_save_cc"] %>
+</p>
+
+<p>
+  <label><%= l(:label_helpdesk_send_note_by_default) %></label>
+  <%= check_box_tag 'settings[send_note_by_default]', 1, @settings["send_note_by_default"] %>
+</p>
+
+<p>
+  <label><%= l(:label_helpdesk_add_contact_notes) %></label>
+  <%= check_box_tag 'settings[helpdesk_add_contact_notes]', 1, @settings["helpdesk_add_contact_notes"] %>
+</p>
+
+<p>
+  <label><%= l(:label_helpdesk_assign_contact_user) %></label>
+  <%= check_box_tag 'settings[helpdesk_assign_contact_user]', 1, @settings["helpdesk_assign_contact_user"], :class => 'assign_contact_user' %>
+</p>
+
+<p>
+  <label class='parent'><%= l(:label_helpdesk_create_private_tickets) %></label>
+  <%= check_box_tag 'settings[helpdesk_create_private_tickets]', 1, @settings["helpdesk_create_private_tickets"], :disabled => true, :class => 'private_tikets' %>
+</p>
+
+<p>
+  <label class='parent'><%= l(:label_helpdesk_autoclose_tickets_after) %></label>
+  <%= select_tag 'settings[helpdesk_autoclose_tickets_after]', options_for_select((1..24).map{ |h| [h, h] }, @settings["helpdesk_autoclose_tickets_after"]),
+                                                               :onchange => "toggleStatusesForAutoclose(this); return false", :include_blank => true %>
+  <%= radio_button_tag 'settings[helpdesk_autoclose_tickets_time_unit]', 'day', RedmineHelpdesk.autoclose_time_unit_is?('day') || RedmineHelpdesk.autoclose_time_unit.nil?   %>
+  <%= l(:label_helpdesk_days) %>
+  <%= radio_button_tag 'settings[helpdesk_autoclose_tickets_time_unit]', 'hour', RedmineHelpdesk.autoclose_time_unit_is?('hour') %>
+  <%= l(:label_helpdesk_hours) %>
+</p>
+<div id="statuses_autoclose" style="display:<%= !@settings["helpdesk_autoclose_tickets_after"].blank? ? 'block' : 'none' %>">
+  <p>
+    <label><%= l(:label_helpdesk_autoclose_from_status) %></label>
+    <%= select_tag 'settings[helpdesk_autoclose_from_status]', options_for_select(IssueStatus.all.map{|st| [st.name, st.id]}, @settings["helpdesk_autoclose_from_status"]), :style => "width:150px" %>
+  </p>
+  <p>
+    <label><%= l(:label_helpdesk_autoclose_to_status) %></label>
+    <%= select_tag 'settings[helpdesk_autoclose_to_status]', options_for_select(IssueStatus.all.map{|st| [st.name, st.id]}, @settings["helpdesk_autoclose_to_status"]), :style => "width:150px" %>
+  </p>
+</div>

plugins/redmine_contacts_helpdesk/app/views/settings/_helpdesk_hidden.html.erb

@@ -0,0 +1,9 @@
+<p>
+  <label><%= l(:setting_plain_text_mail) %></label>
+  <%= check_box_tag 'settings[plain_text_mail]', 1, @settings["plain_text_mail"] %>
+</p>
+
+<p>
+  <label>Do not strip HTML tags</label>
+  <%= check_box_tag 'settings[helpdesk_do_not_strip_tags]', 1, @settings["helpdesk_do_not_strip_tags"] %>
+</p>

plugins/redmine_contacts_helpdesk/app/views/settings/_helpdesk_public.html.erb

@@ -0,0 +1,20 @@
+<p>  
+  <label><%= l(:label_helpdesk_public_tickets) %></label>
+  <%= check_box_tag 'settings[helpdesk_public_tickets]', 1, @settings["helpdesk_public_tickets"] %>
+</p>
+
+<p>  
+  <label><%= l(:label_helpdesk_public_show_spent_time) %></label>
+  <%= check_box_tag 'settings[helpdesk_public_show_spent_time]', 1, @settings["helpdesk_public_show_spent_time"] %>
+</p>
+
+<p>  
+  <label><%= l(:label_helpdesk_public_comments) %></label>
+  <%= check_box_tag 'settings[helpdesk_public_comments]', 1, @settings["helpdesk_public_comments"] %>
+</p>
+
+<p>  
+  <label><%= l(:label_helpdesk_public_title) %></label> 
+  <%= text_field_tag 'settings[helpdesk_public_title]', @settings["helpdesk_public_title"], :size => "98%" %>
+</p>
+

plugins/redmine_contacts_helpdesk/app/views/settings/_helpdesk_template.html.erb

@@ -0,0 +1,45 @@
+<fieldset class="box tabular"><legend><%= l(:label_helpdesk_answer_template) %></legend>
+
+  <p>
+    <label><%= l(:field_subject) %></label>
+    <%= text_field_tag 'settings[helpdesk_answer_subject]', @settings["helpdesk_answer_subject"], :style => "width:100%" %>
+  </p>
+
+
+  <p>
+    <label><%= l(:setting_emails_header) %></label>
+    <%= text_area_tag 'settings[helpdesk_emails_header]', @settings["helpdesk_emails_header"], :class => 'wiki-edit', :rows => 5 %>
+  </p>
+
+  <p>
+    <label><%= l(:setting_emails_footer) %></label>
+    <%= text_area_tag 'settings[helpdesk_emails_footer]', @settings["helpdesk_emails_footer"], :class => 'wiki-edit', :rows => 5 %>
+  </p>
+
+</fieldset>
+
+<fieldset class="box" style="background-color: #FFD;"><legend><%= l(:label_helpdesk_auto_answer_template) %></legend>
+
+  <p>
+    <label><%= l(:field_subject) %></label>
+    <%= text_field_tag 'settings[helpdesk_first_answer_subject]', @settings["helpdesk_first_answer_subject"], :style => "width:100%" %>
+  </p>
+
+  <%= text_area_tag 'settings[helpdesk_first_answer_template]', @settings["helpdesk_first_answer_template"], :class => 'wiki-edit', :rows => 15 %>
+
+</fieldset>
+
+<fieldset class="box"><legend><%= l(:label_helpdesk_css) %></legend>
+  <%= text_area_tag 'settings[helpdesk_helpdesk_css]', @settings["helpdesk_helpdesk_css"], :class => 'wiki-edit', :rows => 10 %>
+</fieldset>
+
+<em class="info"><%= l(:text_helpdesk_answer_macros, :macro => HelpdeskSettings::MACRO_LIST.join(', ')) %></em>
+
+<% if params[:show_hidden] %>
+  <fieldset id="hidden_settings">
+    <p>
+      <label>Show excerpt issues list</label>
+      <%= check_box_tag 'settings[show_excerpt_tickets_list]', 1, @settings["show_excerpt_tickets_list"] %>
+    </p>
+  </fieldset>
+<% end %>

plugins/redmine_contacts_helpdesk/app/views/settings/_helpdesk_vote.html.erb

@@ -0,0 +1,9 @@
+<p>
+  <label><%= l(:label_helpdesk_vote_settings) %></label>
+  <%= check_box_tag 'settings[helpdesk_vote_accept]', 1, @settings["helpdesk_vote_accept"] %>
+</p>
+
+<p>
+  <label><%= l(:label_helpdesk_vote_comment_settings) %></label>
+  <%= check_box_tag 'settings[helpdesk_vote_comment_accept]', 1, @settings["helpdesk_vote_comment_accept"] %>
+</p>

plugins/redmine_contacts_helpdesk/app/views/settings/_helpdesk_widget.erb

@@ -0,0 +1,44 @@
+<p>
+  <label><%= l(:label_helpdesk_widget_enable) %></label>
+  <%= check_box_tag 'settings[helpdesk_widget_enable]', 1, @settings["helpdesk_widget_enable"] %>
+</p>
+
+<% if @settings["helpdesk_widget_enable"].to_i > 0 %>
+  <p>
+    <label><%= l(:label_helpdesk_widget_available_projects) %></label>
+    <% @helpdesk_projects = Project.visible.has_module('contacts_helpdesk') %>
+    <% if @helpdesk_projects.count > 0 %>
+      <% @helpdesk_projects.each do |project| %>
+        <%= check_box_tag 'settings[helpdesk_widget_available_projects][]', project.id, @settings["helpdesk_widget_available_projects"].try(:include?, project.id.to_s) %>
+        <span><%= project.name %></span>
+        <br>
+      <% end %>
+    <% else %>
+      <span class="error-text"><%= l(:label_helpdesk_widget_no_available_projects) %></span>
+    <% end %>
+  </p>
+
+  <p>
+    <label><%= l(:label_helpdesk_widget_custom_fields) %></label>
+    <% IssueCustomField.visible.each do |cf| %>
+      <%= check_box_tag 'settings[helpdesk_widget_available_custom_fields][]', cf.id, @settings["helpdesk_widget_available_custom_fields"].try(:include?, cf.id.to_s) %>
+      <span><%= cf.name %></span>
+      <br>
+    <% end %>
+  </p>
+
+    <h4><%= l(:label_helpdesk_widget_activation_message) %></h4>
+    <pre style="background-color: #ddd;">
+      <code class="html syntaxhl">
+      <%= Redmine::SyntaxHighlighting.highlight_by_language(
+      "<span>
+        <div id=\"helpdesk_widget\"></div>
+        <script type=\"text/javascript\" src=\"#{Setting.protocol}://#{Setting.host_name}/helpdesk_widget/widget.js\"></script>
+      </span>", "html").html_safe %>
+      </code>
+    </pre>
+  <span>
+    <div id="helpdesk_widget"></div>
+    <script type="text/javascript" src="<%= "#{Setting.protocol}://#{Setting.host_name}" %>/helpdesk_widget/widget.js"></script>
+  </span>
+<% end %>

plugins/redmine_contacts_helpdesk/assets/javascripts/redmine_helpdesk.js

@@ -0,0 +1,59 @@
+function togglePrivateTicketsOnChange() {
+  var checked = $(this).is(':checked');
+  $('.private_tikets').attr('disabled', !checked);
+}
+
+function togglePrivateTicketsInit() {
+  $('.assign_contact_user').each(togglePrivateTicketsOnChange);
+}
+
+function toggleStatusesForAutoclose(node) {
+  if ($(node).val() == ''){
+    $('#statuses_autoclose').hide();
+  } else {
+    $('#statuses_autoclose').show();
+  }
+}
+
+function ccEmailTagResult (opt) {
+  if (opt.name){
+    var formated_tag = $('<span>' + opt.avatar + '&nbsp;' + opt.text + '</span>');;
+  } else {
+    var formated_tag = opt.text;
+  }
+  return formated_tag
+};
+
+function ccEmailTagSelection (opt) {
+  if (opt.name){
+    var formated_tag = opt.name + ' <' + opt.email + '>';
+  } else {
+    var formated_tag = opt.text;
+  }
+  return formated_tag
+};
+
+function showWithSendAndScrollTo(id, focus) {
+  showAndScrollTo(id, focus);
+  send_mail_input = $('#helpdesk_is_send_mail');
+  send_mail_input.prop( "checked", true );
+  send_mail_input.checked = true;
+  toggleSendMail(send_mail_input);
+}
+
+$(document).ready(function(){
+  $('#content').on('change', '.assign_contact_user', togglePrivateTicketsOnChange);
+  togglePrivateTicketsInit();
+
+  $('#history .contextual a[title="Quote"]').click(function(){
+    if ($('#ticket_data').length > 0) {
+      var journal_id = this.href.match(/journal_id=(\d*)/)[1];
+      console.log(journal_id);
+      $.ajax({
+        method: 'GET',
+        url: '/helpdesk/update_customer_email',
+        data: { journal_id: journal_id }
+      });
+    }
+  });
+});

plugins/redmine_contacts_helpdesk/assets/stylesheets/helpdesk.css

@@ -0,0 +1,370 @@
+
+span.attachment img {
+  vertical-align: middle;
+}
+
+
+div#contacts_previous_issues {
+  margin-bottom: 20px;
+}
+
+/**********************************************************************/
+/* TICKETS DATA SHOW ISSUE
+/**********************************************************************/
+
+span.helpdesk-message-date {
+  font-size: 0.9em;
+  color: #888;
+}
+/**********************************************************************/
+/* TICKETS DATA FORM
+/**********************************************************************/
+
+form#ticket_data_form {
+  background:
+  #ffffff;
+  display: block;
+  padding: 6px;
+  margin-bottom: 6px;
+  margin-right: 10px;
+  border: 1px solid
+  #d7d7d7;
+}
+
+.contact_auto_complete > span {
+  font-weight: bold;
+}
+
+
+/**********************************************************************/
+/* TICKETS EXCERPT LIST
+/**********************************************************************/
+table.list.issues td.helpdesk_ticket {white-space: normal; text-align: left;}
+table.list.issues td.helpdesk_ticket .gravatar {float: left;}
+table.list.issues td.helpdesk_ticket .ticket-data {margin-left: 45px;}
+table.list.issues td.helpdesk_ticket .ticket-data .ticket-name {margin: 0px;font-weight: bold;}
+table.list.issues td.helpdesk_ticket .ticket-status {float: left;}
+table.list.issues td.last_message {vertical-align: top}
+
+/**********************************************************************/
+/* PUBCLIV TICKETS
+/**********************************************************************/
+div.ticket-history div.journal {
+  overflow: visible;
+}
+
+div.ticket-history div.journal.incoming,
+div.ticket-history div.journal.outgoing {
+  padding: 6px;
+  margin-bottom: 6px;
+  border: 1px solid #d7d7d7;
+  position: relative;
+}
+
+div.ticket-history div.journal.incoming {
+  background: #ececec;
+  margin-right: 30px;
+  margin-left: 4px;
+  
+}
+div.ticket-history div.journal.outgoing {
+  background: #f1faff;
+  margin-left: 30px;
+  margin-right: 4px;
+}
+
+div.ticket-history div.journal.incoming:after {
+    content: '';
+    display: block;
+    position: absolute;
+    top: 10px;
+    left:-7px;
+    width: 10px;
+    height: 10px;
+    background: #ececec;
+    border-left:1px solid #d7d7d7;
+    border-bottom:1px solid #d7d7d7;
+    -moz-transform:rotate(45deg);
+    -webkit-transform:rotate(45deg);
+}
+
+div.ticket-history div.journal.outgoing:after {
+    content: '';
+    display: block;
+    position: absolute;
+    top: 10px;
+    right:-7px;
+    width: 10px;
+    height: 10px;
+    background: #f1faff;
+    border-right:1px solid #d7d7d7;
+    border-bottom:1px solid #d7d7d7;
+    -moz-transform:rotate(-45deg);
+    -webkit-transform:rotate(-45deg);
+}
+
+/**********************************************************************/
+/* TICKET DATA
+/**********************************************************************/
+span.ticket-status {
+  padding: 3px 4px;
+  font-size: 10px;
+  white-space: nowrap;
+  margin-right: 4px;
+  color: white;
+}
+
+div#ticket_data > div.contextual {
+  margin-top: initial;
+}
+
+form.new_issue .email-template {
+  padding: 10px;
+}
+
+span.ticket-status.status-1 {background-color: #CD5C5C;}
+span.ticket-status.status-2 {background-color: deepSkyBlue;}
+span.ticket-status.status-3 {background-color: green;}
+span.ticket-status.status-4 {background-color: #FF8C00;}
+span.ticket-status.status-5 {background-color: #AAA;}
+span.ticket-status.status-6 {background-color: #8A2BE2;}
+
+/**********************************************************************/
+/* SHOW TICKET
+/**********************************************************************/
+
+#ticket-history .ticket-avatar {float: left;}
+#ticket-history .ticket-note-content {margin-left: 50px;}
+#ticket-history .ticket-note {border-top: 1px solid #d7d7d7; padding-top: 8px;}
+
+/**********************************************************************/
+/* SEND RESPONSE
+/**********************************************************************/
+
+.cc-list-edit .is-cc {
+  float: left;
+  min-width: 25px;
+  margin-top: 4px;
+}
+
+.cc-list-edit {
+  margin-top: -8px;
+}
+
+.cc-list-edit .select2 {
+  margin-left: 60px;
+  width: 90% !important;
+  -moz-border-radius: 0px;
+  -webkit-border-radius: 0px;
+  -khtml-border-radius: 0px;
+  border-radius: 0px;
+  background: white;
+  padding: 0px;
+}
+.cc-list-edit .select2 .select2-selection__choice {
+  background-color: #D7E7F9;
+  color: #000;
+}
+
+.cc-list-edit ul.tagit li.tagit-choice .tagit-close .text-icon:hover {
+  color: black;
+}
+
+.cc-list-edit ul.tagit li.tagit-new input {
+  font-size: 11px;
+  background: white;
+  margin-bottom: 2px;
+  margin-left: 2px;
+  width: 200px;
+}
+
+.cc-list-edit ul.tagit li.tagit-new {
+  padding: 0px;
+}*/
+
+p#helpdesk_send_response {
+  margin-top: 5px;
+}
+
+
+/**********************************************************************/
+/* ISSUES LIST
+/**********************************************************************/
+
+tr.issue td.customer, tr.issue td.customer_company {
+  white-space: normal;
+  text-align: left;
+}
+
+table.list.issue td.last_message img.gravatar{
+  vertical-align: middle;
+  margin: 0 4px 2px 0;
+}
+
+div.email-template {
+  background-color: #FFD;
+  border: 1px solid #E4E4E4;
+  padding-left: 10px;
+  padding-right: 10px;
+  margin-bottom: 5px;
+}
+
+tr.issue td.last_message {
+  text-align: left;
+  white-space: normal;
+  padding: 5px;
+}
+
+tr.issue td.last_message_date {
+  text-align: left;
+  white-space: normal;
+}
+
+tr.issue.context-menu-selection td.last_message span.description {
+  color: inherit;
+}
+
+/**********************************************************************/
+/* ICONS
+/**********************************************************************/
+
+#admin-menu a.helpdesk { background-image: url(../images/support.png)}
+.icon-public-link { background-image: url(../../../images/external.png);padding-left: 14px;}
+.icon-email-spam { background-image: url(../images/email_error.png); }
+.icon-email-to { background-image: url(../images/email_go.png); }
+.icon-email-from { background-image: url(../images/email_from.png); }
+.icon-helpdesk { background-image: url(../images/user_comment.png); }
+.icon-split { background-image: url(../images/arrow_divide.png); }
+.icon-web { background-image: url(../images/world.png); }
+.icon-support { background-image: url(../images/support.png); }
+.icon-reply { background-image: url(../images/reply.png); }
+
+/**********************************************************************/
+/* VOTE
+/**********************************************************************/
+
+.vote_form {
+  text-align: center;
+}
+
+.submit, #vote_comment {
+  margin-top: 5px;
+  width: 40%;
+  margin-left: auto;
+  margin-right: auto;
+  padding: 10px;
+}
+
+.vote-value .icon {
+   padding-left: 20px;
+   margin-left: 5px;
+}
+
+.icon-awesome { background-image: url(../images/awesome.png); }
+.icon-justok { background-image: url(../images/just_ok.png); }
+.icon-notgood { background-image: url(../images/not_good.png); }
+
+.error-text { color: red; }
+
+/**********************************************************************/
+/* CHARTS
+/**********************************************************************/
+
+.helpdesk_chart { text-align: center; width: 100%; }
+
+.center { text-align: center; }
+.chart_table { margin: auto; border-collapse:collapse; text-align: center }
+.chart_table .header { height: 50px; background-color: #eee }
+.chart_table .header .column_data { border: 1px solid #c0c0c0; padding: 0px; }
+.chart_table .header .column_data .issues_count { font-weight: bold; }
+.chart_table .main_block { height: 200px }
+.chart_table .main_block .column_data { vertical-align: bottom; width: 80px; border: 1px solid #c0c0c0; padding: 0px; }
+.chart_table .main_block .column_data .percents { background-color: #BAE0BA; }
+.chart_table .footer { height: 50px }
+.chart_table .footer .column_data { font-weight: bold; padding: 0px; }
+
+/* Metrics*/
+
+table.metrics {
+  border-collapse: separate;
+  table-layout: fixed;
+  width: 100%;
+}
+
+.metrics.box {
+  background-color: #eee;
+  width: 250px;
+  margin: 15px;
+  border: 1px solid #c0c0c0;
+  display: inline-block;
+  padding: 20px 5px;
+}
+
+.metrics td {
+  padding: 25px 0;
+  border-top: 1px solid #dbdde1;
+  text-align: left;
+}
+
+.metrics .num {
+  color: #444;
+  font-size: 29px;
+  margin-right: 8px;
+  display: inline-block;
+}
+
+.metrics .change {
+  display: inline-block;
+  color: #999;
+  font-size: 13px;
+  text-align: center;
+}
+
+.metrics p {
+  color: #999;
+  margin: 2px;
+  line-height: 1.4em;
+}
+
+.change>.caret {
+  border-width: 6px;
+  display: block;
+  margin: 0 auto 4px
+}
+
+.change>.neg {
+  border-top-color: #ed5a5a
+}
+
+.change>.pos {
+  border-top: 0;
+  border-bottom: 6px solid #43ac6d
+}
+
+.change>.mirror_pos {
+  border-top: 0;
+  border-bottom: 6px solid #ed5a5a
+}
+
+.change>.mirror_neg {
+  border-top-color: #43ac6d
+}
+
+.caret {
+  display: inline-block;
+  width: 0;
+  height: 0;
+  vertical-align: top;
+  border-top: 4px solid #2b2b2b;
+  border-right: 4px solid transparent;
+  border-left: 4px solid transparent;
+  content: ""
+}
+
+.metrics .num>span {
+  font-size: 16px;
+}
+
+#customer_previous_issues ul {margin: 0;  padding: 0;}
+#customer_previous_issues ul li {position: relative; margin-bottom: 10px}
+#customer_previous_issues ul li .ticket-meta {color: #888; font-size: 0.9em;display: block}