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Redmine Helpdesk

Lightweight helpdesk plugin for redmine. Adds the email sender-address of an anonymous supportclient to the custom field 'owner-email' of a ticket which was created by a support email. Answers can be send to the supportclient by checking the support checkbox on a journal.

Features

  • No need to create any user accounts for anonymous user
  • Support for sending an email notification to the (anonymous user) supportclient on ticket creation
  • A standard first reply message can be send to the supportclient on ticket creation (optional, per project)
  • The email-footer for the email notification to the supportclient can be adjusted (optional, per project)
  • The sender email-address can be adjusted (optional, per project)
  • Internal communication is not send to the supportclient
  • The supportclient will get an email notification if the support checkbox on the journal is checked
  • Journal attachments will be delivered too

Screenshot

Send mail to supportclient

Getting the plugin

A copy of the plugin can be downloaded from GitHub: http://github.com/jfqd/redmine_helpdesk

Installation

To install the plugin clone the repro from github and migrate the database:

cd /path/to/redmine/
git clone git://github.com/jfqd/redmine_helpdesk.git plugins/redmine_helpdesk
rake db:migrate_plugins RAILS_ENV=production

To uninstall the plugin migrate the database back and remove the plugin:

cd /path/to/redmine/
rake db:migrate:plugin NAME=redmine_helpdesk VERSION=0 RAILS_ENV=production
rm -rf plugins/redmine_helpdesk

Further information about plugin installation can be found at: http://www.redmine.org/wiki/redmine/Plugins

Usage

To use the helpdesk functionality you need to

  • add the custom field 'owner-email' to a project in the project configuration
  • add a standard first reply message into the custom_field 'helpdesk-first-reply' in the project configuration (optional)
  • add an email-footer into the custom_field 'helpdesk-email-footer' in the project configuration
  • add a sender email address into the custom_field 'helpdesk-sender-email' in the project configuration (optional)
  • make sure 'Issue added' and 'Issue updated' in the general redmine settings for email notifications are checked
  • add a cronjob for creating issues from support emails

Cronjob

Creating tickets from support emails through an IMAP-account is done by a cronjob. The following syntax is for ubuntu or debian linux:

*/5 * * * * redmine /usr/bin/rake -f /path/to/redmine/Rakefile --silent redmine:email:receive_imap RAILS_ENV="production" host=mail.example.com port=993 username=username password=password ssl=true project=project_identifier folder=INBOX move_on_success=processed move_on_failure=failed no_permission_check=1 unknown_user=accept 1 > /dev/null

Further information about receiving emails with redmine can be found at: http://www.redmine.org/projects/redmine/wiki/RedmineReceivingEmails

Compatibility

The latest version of this plugin is only compatible with Redmine 2.4.x.

Contribution

  • benstwa - 'send' should be 'sent'
  • davidef - Add setting for handling send to owner default value
  • Craig Gowing - Redmine 2.4 compatibility
  • Barbazul - Added reply-to header

License

This plugin is licensed under the MIT license. See LICENSE-file for details.

Copyright

Copyright (c) 2012-2013 Stefan Husch, qutic development. The development has been fully sponsored by netz98.de