Fixes #629 - Draft Sharing.

app/assets/javascripts/app/controllers/agent_ticket_create.coffee

@@ -132,6 +132,14 @@ class App.TicketCreate extends App.Controller
     @$('[name="cc"], [name="group_id"], [name="customer_id"]').on('change', =>
       @updateSecurityOptions()
     )
+
+    @listenTo(App.Group, 'refresh', =>
+      @sidebarWidget.render(@params())
+    )
+
+    @$('[name="group_id"]').bind('change', =>
+      @sidebarWidget.render(@params())
+    )
     @updateSecurityOptions()
 
     # show cc
@@ -174,6 +182,7 @@ class App.TicketCreate extends App.Controller
     @navupdate("#ticket/create/id/#{@id}#{@split}", type: 'menu')
     @autosaveStart()
     @controllerBind('ticket_create_rerender', (template) => @renderQueue(template))
+    @controllerBind('ticket_create_import_draft_attachments', @importDraftAttachments)
 
     # initially hide sidebar on mobile
     if window.matchMedia('(max-width: 767px)').matches
@@ -183,6 +192,7 @@ class App.TicketCreate extends App.Controller
   hide: =>
     @autosaveStop()
     @controllerUnbind('ticket_create_rerender', (template) => @renderQueue(template))
+    @controllerUnbind('ticket_create_import_draft_attachments')
 
   changed: =>
     return true if @hasAttachments()
@@ -283,6 +293,18 @@ class App.TicketCreate extends App.Controller
     return if !@formMeta
     App.QueueManager.run(@queueKey)
 
+  importDraftAttachments: (options = {}) =>
+    @ajax
+      id: 'import_attachments'
+      type: 'POST'
+      url: "#{@apiPath}/tickets/shared_drafts/#{options.shared_draft_id}/import_attachments"
+      data: JSON.stringify({ form_id: @formId })
+      processData: true
+      success: (data, status, xhr) ->
+        App.Event.trigger(options.callbackName, { success: true, attachments: data.attachments })
+      error: ->
+        App.Event.trigger(options.callbackName, { success: false })
+
   updateTaskManagerAttachments: (attribute, attachments) =>
     taskData = App.TaskManager.get(@taskKey)
     return if _.isEmpty(taskData)
@@ -306,12 +328,13 @@ class App.TicketCreate extends App.Controller
     params.priority_id ||= App.TicketPriority.findByAttribute( 'default_create', true )?.id
 
     @html(App.view('agent_ticket_create')(
-      head:           __('New Ticket')
+      head:            __('New Ticket')
-      agent:          @permissionCheck('ticket.agent')
+      agent:           @permissionCheck('ticket.agent')
-      admin:          @permissionCheck('admin')
+      admin:           @permissionCheck('admin')
-      types:          @types,
+      types:           @types,
-      availableTypes: @availableTypes
+      availableTypes:  @availableTypes
-      form_id:        @formId
+      form_id:         @formId
+      shared_draft_id: template.shared_draft_id || params.shared_draft_id
     ))
 
     App.Ticket.configure_attributes.push {

app/assets/javascripts/app/controllers/agent_ticket_create/sidebar_shared_draft.coffee

@@ -0,0 +1,29 @@
+class SidebarSharedDraft extends App.Controller
+  sidebarItem: =>
+    return if !@permissionCheck('ticket.agent')
+
+    group = App.Group.find @params.group_id
+
+    return if !group?.shared_drafts
+
+    @item = {
+      name: 'shared_draft'
+      badgeIcon: 'note'
+      sidebarHead: __('Shared Drafts')
+      sidebarActions: []
+      sidebarCallback: @showDrafts
+    }
+    @item
+
+  showDrafts: (el) =>
+    @el = el
+
+    # show template UI
+    new App.WidgetSharedDraft(
+      el:              el
+      taskKey:         @taskKey
+      group_id:        @params.group_id
+      active_draft_id: @params.shared_draft_id
+    )
+
+App.Config.set('400-SharedDraft', SidebarSharedDraft, 'TicketCreateSidebar')

app/assets/javascripts/app/controllers/ticket_zoom.coffee

@@ -2,14 +2,15 @@ class App.TicketZoom extends App.Controller
   @include App.TicketNavigable
 
   elements:
-    '.main':             'main'
+    '.main':               'main'
-    '.ticketZoom':       'ticketZoom'
+    '.ticketZoom':         'ticketZoom'
-    '.scrollPageHeader': 'scrollPageHeader'
+    '.scrollPageHeader':   'scrollPageHeader'
 
   events:
     'click .js-submit':   'submit'
     'click .js-bookmark': 'bookmark'
     'click .js-reset':    'reset'
+    'click .js-draft':    'draft'
     'click .main':        'muteTask'
 
   constructor: (params) ->
@@ -187,6 +188,9 @@ class App.TicketZoom extends App.Controller
       # remember mentions
       @mentions = data.mentions
 
+      if draft = App.TicketSharedDraftZoom.findByAttribute 'ticket_id', @ticket_id
+        draft.remove(clear: true)
+
       App.Collection.loadAssets(data.assets, targetModel: 'Ticket')
 
     # get ticket
@@ -481,11 +485,13 @@ class App.TicketZoom extends App.Controller
       )
 
       @attributeBar = new App.TicketZoomAttributeBar(
-        ticket:      @ticket
+        ticket:        @ticket
-        el:          elLocal.find('.js-attributeBar')
+        el:            elLocal.find('.js-attributeBar')
-        overview_id: @overview_id
+        overview_id:   @overview_id
-        callback:    @submit
+        macroCallback: @submit
-        taskKey:     @taskKey
+        draftCallback: @saveDraft
+        draftState:    @draftState()
+        taskKey:       @taskKey
       )
       #if @shown
       #  @attributeBar.start()
@@ -965,6 +971,55 @@ class App.TicketZoom extends App.Controller
         @submitPost(e, ticket, macro)
     )
 
+  saveDraft: (e) =>
+    e.stopPropagation()
+    e.preventDefault()
+
+    params =
+      new_article:       @articleNew.params()
+      ticket_attributes: @ticketParams()
+
+    loaded_draft_id = params.new_article.shared_draft_id
+
+    params.form_id = params.new_article['form_id']
+    delete params.new_article['form_id']
+    delete params.new_article['shared_draft_id']
+
+    sharedDraft = @sharedDraft()
+
+    draftExists = sharedDraft?
+    isLoaded = loaded_draft_id == String(sharedDraft?.id)
+
+    matches = draftExists &&
+      _.isEqual(sharedDraft.new_article, params.new_article) &&
+      _.isEqual(sharedDraft.ticket_attributes, params.ticket_attributes)
+
+    if draftExists && !(isLoaded && matches)
+      new App.TicketSharedDraftOverwriteModal(
+        onShowDraft: @draft
+        onSaveDraft: =>
+          @draftSaveToServer(params)
+      )
+
+      return
+
+    @draftSaveToServer(params)
+
+  draftSaveToServer: (params) =>
+    @draftSaving()
+
+    @ajax
+      id: 'ticket_shared_draft_update'
+      type: 'PUT'
+      url: @apiPath + '/tickets/' + @ticket_id + '/shared_draft'
+      processData: true
+      data: JSON.stringify(params)
+      success: (data, status, xhr) =>
+        App.Collection.loadAssets(data.assets)
+        @draftFetched()
+      error: =>
+        @draftFetched()
+
   submitPost: (e, ticket, macro) =>
     taskAction = @$('.js-secondaryActionButtonLabel').data('type')
 
@@ -1034,6 +1089,49 @@ class App.TicketZoom extends App.Controller
   bookmark: (e) ->
     $(e.currentTarget).find('.bookmark.icon').toggleClass('filled')
 
+  draft: (e) =>
+    e.preventDefault()
+
+    new App.TicketSharedDraftModal(
+      container:    @el.closest('.content')
+      hasChanges:   App.TaskManager.worker(@taskKey).changed()
+      parent:       @
+      shared_draft: @sharedDraft()
+    )
+
+  fetchDraft: ->
+    @ajax(
+      id:    "ticket_#{@ticket_id}_shared_draft"
+      type: 'GET'
+      url:    "#{@apiPath}/tickets/#{@ticket_id}/shared_draft"
+      processData: true
+      success: (data, status, xhr) =>
+        App.Collection.loadAssets(data.assets)
+        @draftFetched()
+    )
+
+  draftSaving: ->
+    @updateDraftButton(true, 'saving')
+
+  updateDraftButton: (visible, state) ->
+    button = @el.find('.js-draft')
+
+    button.toggleClass('hide', !visible)
+    button.find('.attributeBar-draft--available').toggleClass('hide', state != 'available')
+    button.find('.attributeBar-draft--saving').toggleClass('hide', state != 'saving')
+    button.attr('disabled', state == 'saving')
+
+    @el.find('.js-dropdownActionSaveDraft').attr('disabled', state == 'saving')
+
+  draftFetched: ->
+    @updateDraftButton(@sharedDraft()?, 'available')
+
+  draftState: ->
+    @sharedDraft()?
+
+  sharedDraft: ->
+    App.TicketSharedDraftZoom.findByAttribute 'ticket_id', @ticket_id
+
   reset: (e) =>
     if e
       e.preventDefault()

app/assets/javascripts/app/controllers/ticket_zoom/article_new.coffee

@@ -53,13 +53,16 @@ class App.TicketZoomArticleNew extends App.Controller
 
       @setArticleTypePre(data.type.name, data.signaturePosition)
 
-      @openTextarea(null, true, true)
+      @openTextarea(null, true, !data.nofocus)
       for key, value of data.article
         if key is 'body'
           @$("[data-name=\"#{key}\"]").html(value)
         else
           @$("[name=\"#{key}\"]").val(value).trigger('change')
 
+
+      @$('[name=shared_draft_id]').val(data.shared_draft_id)
+
       @setArticleTypePost(data.type.name, data.signaturePosition)
 
       # set focus into field
@@ -76,6 +79,8 @@ class App.TicketZoomArticleNew extends App.Controller
       @tokanice(data.type.name)
     )
 
+    @controllerBind('ui::ticket::import_draft_attachments', @importDraftAttachments)
+
     # add article attachment
     @controllerBind('ui::ticket::addArticleAttachent', (data) =>
       return if data.ticket?.id?.toString() isnt @ticket_id.toString() && data.form_id isnt @form_id
@@ -634,6 +639,26 @@ class App.TicketZoomArticleNew extends App.Controller
       @richTextUploadDeleteCallback?(@attachments)
     )
 
+  importDraftAttachments: (options) =>
+    return if @ticket.id != options.ticket_id
+
+    @ajax
+      id: 'import_attachments'
+      type: 'POST'
+      url: "#{@apiPath}/tickets/#{@ticket.id}/shared_draft/import_attachments"
+      data: JSON.stringify({ form_id: @form_id })
+      processData: true
+      success: (data, status, xhr) =>
+        App.Event.trigger('ui::ticket::addArticleAttachent', {
+          ticket:      @ticket
+          attachments: data.attachments
+          form_id:     @form_id
+        })
+
+        App.Event.trigger(options.callbackName, { success: true })
+      error: ->
+        App.Event.trigger(options.callbackName, { success: false })
+
   actions: ->
     actionConfig = App.Config.get('TicketZoomArticleAction')
     keys = _.keys(actionConfig).sort()

app/assets/javascripts/app/controllers/ticket_zoom/attribute_bar.coffee

@@ -9,6 +9,9 @@ class App.TicketZoomAttributeBar extends App.Controller
     'mouseup .js-dropdownActionMacro':    'performTicketMacro'
     'mouseenter .js-dropdownActionMacro': 'onActionMacroMouseEnter'
     'mouseleave .js-dropdownActionMacro': 'onActionMacroMouseLeave'
+    'mouseup .js-dropdownActionSaveDraft': 'saveDraft'
+    'mouseenter .js-dropdownActionSaveDraft': 'onActionMacroMouseEnter'
+    'mouseleave .js-dropdownActionSaveDraft': 'onActionMacroMouseLeave'
     'click .js-secondaryAction':          'chooseSecondaryAction'
 
   searchCondition: {}
@@ -31,19 +34,45 @@ class App.TicketZoomAttributeBar extends App.Controller
       @render()
     )
 
+    @controllerBind('ui::ticket::updateSharedDraft', (data) =>
+      return if data.taskKey isnt @taskKey
+      @render(data)
+    )
+
+    @listenTo(App.Group, 'refresh', (refreshed_group) =>
+      selected_group_id = @el.closest('.content').find('[name=group_id]').val()
+      selected_group    = App.Group.find selected_group_id
+
+      return if !selected_group
+      return if !refreshed_group
+      return if refreshed_group.id != selected_group.id
+
+      return if @sharedDraftsEnabled == selected_group.shared_drafts
+
+      @render({ newGroupId: selected_group.id })
+    )
+
   getAction: ->
     return App.Session.get().preferences.secondaryAction || App.Config.get('ticket_secondary_action') || 'stayOnTab'
 
   release: =>
     App.Macro.unsubscribe(@subscribeId)
 
-  render: =>
+  render: (options = {}) =>
-
     # remember current reset state
     resetButtonShown = false
     if @resetButton.get(0) && !@resetButton.hasClass('hide')
       resetButtonShown = true
 
+    group                  = App.Group.find options?.newGroupId || @ticket.group_id
+    draft                  = App.TicketSharedDraftZoom.findByAttribute 'ticket_id', @ticket.id
+    accessibleGroups       = App.User.current().allGroupIds('change')
+    sharedDraftButtonShown = group?.shared_drafts && _.contains(accessibleGroups, String(group.id))
+    sharedDraftsEnabled    = group?.shared_drafts && _.contains(accessibleGroups, String(group.id))
+    sharedButtonVisible    = sharedDraftsEnabled && draft?
+
+    @sharedDraftsEnabled = sharedDraftsEnabled
+
     macros = App.Macro.getList()
 
     @macroLastUpdated = App.Macro.lastUpdatedAt()
@@ -59,11 +88,15 @@ class App.TicketZoomAttributeBar extends App.Controller
         @possibleMacros.push macro
 
     localeEl = $(App.view('ticket_zoom/attribute_bar')(
-      macros:           @possibleMacros
+      macros:                 @possibleMacros
-      macroDisabled:    macroDisabled
+      macroDisabled:          macroDisabled
-      overview_id:      @overview_id
+      sharedButtonVisible:    sharedButtonVisible
-      resetButtonShown: resetButtonShown
+      sharedDraftsDisabled:   !sharedDraftsEnabled
+      overview_id:            @overview_id
+      resetButtonShown:       resetButtonShown
+      sharedDraftButtonShown: sharedDraftButtonShown
     ))
+
     @setSecondaryAction(@secondaryAction, localeEl)
 
     if @ticket.currentView() is 'agent'
@@ -74,6 +107,26 @@ class App.TicketZoomAttributeBar extends App.Controller
 
     @html localeEl
 
+    @el.find('.js-draft').popover(
+      trigger:   'hover'
+      container: 'body'
+      html:      true
+      animation: false
+      delay:     100
+      placement: 'auto'
+      sanitize:  false
+      content:   =>
+        draft     = App.TicketSharedDraftZoom.findByAttribute 'ticket_id', @ticket?.id
+        timestamp = App.ViewHelpers.humanTime(draft?.updated_at)
+        user      = App.User.find draft?.updated_by_id
+        name      = user?.displayName()
+
+        content =  App.i18n.translatePlain('Last change %s<br>by %s', timestamp, name)
+
+        # needs linebreak to align vertically without title
+        '<br>' + content
+    )
+
   start: =>
     return if !@taskbarWatcher
     @taskbarWatcher.start()
@@ -106,9 +159,12 @@ class App.TicketZoomAttributeBar extends App.Controller
     macroId = $(e.currentTarget).data('id')
     macro = App.Macro.find(macroId)
 
-    @callback(e, macro)
+    @macroCallback(e, macro)
     @closeMacroMenu()
 
+  saveDraft: (e) =>
+    @draftCallback(e)
+
   onActionMacroMouseEnter: (e) =>
     @$(e.currentTarget).addClass('is-active')
 

app/assets/javascripts/app/controllers/ticket_zoom/form_handler_shared_draft.coffee

@@ -0,0 +1,9 @@
+class TicketZoomFormHandlerSharedDraft
+
+  # central method, is getting called on every ticket form change
+  # but only trigger event for group_id changes
+  @run: (params, attribute, attributes, classname, form, ui) ->
+    return if attribute.name isnt 'group_id'
+    App.Event.trigger('ui::ticket::updateSharedDraft', { taskKey: ui.taskKey, newGroupId: params.group_id })
+
+App.Config.set('150-ticketFormSharedDraft', TicketZoomFormHandlerSharedDraft, 'TicketZoomFormHandler')

app/assets/javascripts/app/controllers/ticket_zoom/sidebar_ticket.coffee

@@ -9,12 +9,13 @@ class Edit extends App.Controller
       return if data.ticket_id.toString() isnt @ticket.id.toString()
 
       @ticket   = App.Ticket.find(@ticket.id)
-      @formMeta = data.form_meta
+      if data.form_meta
-      @render()
+        @formMeta = data.form_meta
+      @render(data.draft)
     )
     @render()
 
-  render: =>
+  render: (draft = {}) =>
     defaults = @ticket.attributes()
     delete defaults.article # ignore article infos
     followUpPossible = App.Group.find(defaults.group_id).follow_up_possible
@@ -45,7 +46,7 @@ class Edit extends App.Controller
       handlersConfig: handlers
       filter:         @formMeta.filter
       formMeta:       @formMeta
-      params:         defaults
+      params:         _.extend(defaults, draft)
       isDisabled:     editable
       taskKey:        @taskKey
       core_workflow: {

app/assets/javascripts/app/controllers/ticket_zoom/time_accounting.coffee

@@ -4,7 +4,7 @@ class App.TicketZoomTimeAccounting extends App.ControllerModal
   buttonSubmit: __('Account Time')
   buttonClass: 'btn--success'
   leftButtons: [{
-    className: 'btn--text btn--subtle js-skip',
+    className: 'js-skip',
     text: __('skip')
   }]
   head: __('Time Accounting')

app/assets/javascripts/app/controllers/widget/shared_draft.coffee

@@ -0,0 +1,108 @@
+class App.WidgetSharedDraft extends App.Controller
+  constructor: ->
+    super
+    @load()
+    @subscribeId = App.TicketSharedDraftStart.subscribe(@render)
+    @render()
+
+  events:
+    'click .shared-draft-item': 'clicked'
+    'click .js-create':         'create'
+    'click .js-update':         'update'
+    'input #shared_draft_name': 'sharedDraftNameChanged'
+
+  elements:
+    '#shared_draft_name': 'sharedDraftNameInput'
+
+  render: =>
+    active_draft = App.TicketSharedDraftStart.find(@active_draft_id)
+
+    @html App.view('widget/shared_draft')(
+      shared_drafts: @visibleDrafts()
+      active_draft:  active_draft
+    )
+
+  load: =>
+    @ajax
+      id: 'shared_drafts_index'
+      type: 'GET'
+      url: @apiPath + '/tickets/shared_drafts'
+      processData: true
+      success: (data, status, xhr) =>
+        App.TicketSharedDraftStart.deleteAll()
+        App.Collection.loadAssets(data.assets)
+        @render()
+
+  visibleDrafts: ->
+    App.TicketSharedDraftStart.findAllByAttribute 'group_id', parseInt(@group_id)
+
+  clicked: (e) ->
+    shared_draft_id = e.currentTarget.getAttribute('shared-draft-id')
+    draft           = App.TicketSharedDraftStart.find shared_draft_id
+    hasChanges      = App.TaskManager.worker(@taskKey).changed()
+
+    new App.TicketSharedDraftModal(
+      container:    @el.closest('.content')
+      shared_draft: draft
+      hasChanges:   hasChanges
+      parent:       @
+    )
+
+  getParams: ->
+    form    = @formParam(@el.closest('.content').find('.ticket-create'))
+    meta    = @formParam(@el)
+    form_id = form.form_id
+
+    delete form.form_id
+
+    return false if meta.name.trim() == ''
+
+    JSON.stringify({
+      name:     meta.name
+      group_id: form.group_id
+      form_id:  form_id
+      content:  form
+    })
+
+  success: (data, status, xhr) =>
+    App.Collection.loadAssets(data.assets)
+    @render()
+
+  highlightError: ->
+    @sharedDraftNameInput
+      .addClass('has-error')
+      .focus()
+
+    false
+
+  sharedDraftNameChanged: (e) ->
+    @sharedDraftNameInput.removeClass('has-error')
+
+  create: (e) ->
+    @onAction(e,
+      id: 'shared_drafts_create'
+      type: 'POST'
+      url: @apiPath + '/tickets/shared_drafts'
+    )
+
+  update: (e) ->
+    @onAction(e,
+      id: 'shared_drafts_update'
+      type: 'PATCH'
+      url: @apiPath + '/tickets/shared_drafts/' + @active_draft_id
+    )
+
+  onAction: (e, options) ->
+    e.preventDefault()
+
+    params = @getParams()
+
+    return @highlightError() if !params
+
+    @ajax _.extend(options, { data: params, success: @success })
+
+  release: =>
+    if @subscribeId
+      App.TicketSharedDraftStart.unsubscribe(@subscribeId)
+
+    super

app/assets/javascripts/app/controllers/widget/sidebar.coffee

@@ -102,13 +102,22 @@ class App.Sidebar extends App.Controller
   toggleTabAction: (name) =>
     return if !name
 
+    # remove active state
+    @tabs.removeClass('active')
+
+    if name == 'shared_draft'
+      draft_enabled = _.find @items, (elem) -> elem?.item?.name == 'shared_draft' and elem.sidebarItem()?
+
+      if !draft_enabled?
+        name = 'template'
+
+        available_sidebar = _.first @items, (elem) -> elem.sidebarItem()?
+        available_sidebar?.shown = true
+
     # remember sidebarState for outsite
     if @sidebarState
       @sidebarState.active = name
 
-    # remove active state
-    @tabs.removeClass('active')
-
     # add active state
     @$('.tabsSidebar-tab[data-tab=' + name + ']').addClass('active')
 

app/assets/javascripts/app/models/group.coffee

@@ -1,5 +1,5 @@
 class App.Group extends App.Model
-  @configure 'Group', 'name', 'assignment_timeout', 'follow_up_possible', 'follow_up_assignment', 'email_address_id', 'signature_id', 'note', 'active', 'updated_at'
+  @configure 'Group', 'name', 'assignment_timeout', 'follow_up_possible', 'follow_up_assignment', 'email_address_id', 'signature_id', 'note', 'active', 'shared_drafts', 'updated_at'
   @extend Spine.Model.Ajax
   @url: @apiPath + '/groups'
 
@@ -13,6 +13,7 @@ class App.Group extends App.Model
     { name: 'note',                 display: __('Note'),              tag: 'textarea', note: __('Notes are visible to agents only, never to customers.'), limit: 250, null: true },
     { name: 'updated_at',           display: __('Updated'),           tag: 'datetime', readonly: 1 },
     { name: 'active',               display: __('Active'),            tag: 'active', default: true },
+    { name: 'shared_drafts',        display: __('Shared Drafts'),     tag: 'active' },
   ]
   @configure_clone = true
   @configure_overview = [

app/assets/javascripts/app/models/ticket.coffee

@@ -374,3 +374,11 @@ class App.Ticket extends App.Model
     return false if !user.permission('ticket.agent')
     return true if @isAccessibleByOwner(user)
     return @isAccessibleByGroup(user, permission)
+
+  attributes: ->
+    attrs = super
+
+    if @shared_draft_id
+      attrs.shared_draft_id = @shared_draft_id
+
+    attrs

app/assets/javascripts/app/models/ticket_article.coffee

@@ -59,3 +59,11 @@ class App.TicketArticle extends App.Model
       if attachment && (!attachment.preferences || attachment.preferences && attachment.preferences['original-format'] isnt true)
         attachments.push attachment
     attachments
+
+  attributes: ->
+    attrs = super
+
+    if @shared_draft_id
+      attrs.shared_draft_id = @shared_draft_id
+
+    attrs

app/assets/javascripts/app/models/ticket_shared_draft_start.coffee

@@ -0,0 +1,6 @@
+class App.TicketSharedDraftStart extends App.Model
+  @configure 'TicketSharedDraftStart', 'name', 'group_id'
+  @extend Spine.Model.Ajax
+  @url: @apiPath + '/tickets/shared_drafts'
+
+  @needsLoading: true

app/assets/javascripts/app/models/ticket_shared_draft_zoom.coffee

@@ -0,0 +1,4 @@
+class App.TicketSharedDraftZoom extends App.Model
+  @configure 'TicketSharedDraftZoom', 'ticket_id', 'new_article', 'ticket_attributes'
+
+  @needsLoading: false

app/assets/javascripts/app/views/agent_ticket_create.jst.eco

@@ -26,6 +26,7 @@
 
           <form role="form" class="ticket-create">
             <input type="hidden" name="formSenderType"/>
+            <input type="hidden" name="shared_draft_id" value="<%= @shared_draft_id %>"/>
             <input type="hidden" name="form_id" value="<%= @form_id %>"/>
             <div class="ticket-form-top"></div>
             <div class="form-group js-securityOptions hide">

app/assets/javascripts/app/views/modal.jst.eco

@@ -21,16 +21,18 @@
         <div class="loading icon"></div>
       </div>
       <div class="modal-footer">
-  <% if @buttonCancel: %>
+  <% if @buttonCancel || @leftButtons: %>
-        <div class="modal-leftFooter">
+    <div class="modal-leftFooter align-left">
-          <a class="btn <%= @buttonCancelClass %> js-cancel align-left" href="#"><%- @T(@buttonCancel) %></a>
+      <% if @buttonCancel: %>
-        </div>
+        <a class="btn <%= @buttonCancelClass %> js-cancel" href="#"><%- @T(@buttonCancel) %></a>
-  <% else if @leftButtons: %>
+      <% end %>
-    <% for button in @leftButtons: %>
+
-        <div class="modal-leftFooter">
+      <% if @leftButtons: %>
-          <div class="btn <%= button.className %> align-left" href="#"><%- @T(button.text) %></div>
+        <% for button in @leftButtons: %>
-        </div>
+          <a class="btn btn--text btn--subtle <%= button.className %>" href="#"><%- @T(button.text) %></a>
-    <% end %>
+        <% end %>
+      <% end %>
+    </div>
   <% end %>
   <% for button in @centerButtons: %>
         <div class="modal-centerFooter">

app/assets/javascripts/app/views/ticket_shared_draft_modal.coffee

@@ -0,0 +1,190 @@
+class App.TicketSharedDraftModal extends App.ControllerModal
+  head:   __('Apply Shared Draft')
+  events:
+    'click .js-delete': 'onDelete'
+
+  buttonClose:  true
+  buttonCancel: true
+  buttonSubmit: 'Apply'
+  leftButtons: [
+    {
+      text: 'Delete',
+      className: 'js-delete'
+    }
+  ]
+
+  constructor: ->
+    @contentView = new Content(shared_draft: arguments[0].shared_draft)
+    super
+
+    if @shared_draft.constructor.needsLoading
+      @load()
+
+    @controllerBind(@importCallbackName(), @attachmentsImported)
+
+  content: ->
+    @contentView.el
+
+  importCallbackName: ->
+    "import_attachments_done-#{@controllerId}"
+
+  load: ->
+    @startLoading()
+
+    @ajax
+      id: "shared_draft_#{@shared_draft.id}"
+      type: 'GET'
+      url: @apiPath + '/tickets/shared_drafts/' + @shared_draft.id
+      processData: true
+      success: (data, status, xhr) =>
+        App.Collection.loadAssets(data.assets)
+        @shared_draft_content = data.shared_draft_content
+
+        @contentView.loadContent(@shared_draft_content)
+
+        @stopLoading()
+      error: =>
+        @stopLoading()
+
+  onSubmit: (e) ->
+    if !@hasChanges
+      @disable(true)
+      @applyAttachments()
+      return
+
+    new App.TicketSharedDraftOverwriteModal(
+      head:        __('Apply Draft')
+      message:     __('There is existing content. Do you want to overwrite it?')
+      onSaveDraft: =>
+        @disable(true)
+        @applyAttachments()
+    )
+
+  attachmentsImported: (options) =>
+    if !options.success
+      @disable(false)
+      return
+
+    @applyMeta(options)
+    @cancel()
+
+  disable: (toggle) ->
+    @el.find('.js-submit').attr('disabled', toggle)
+
+  applyAttachments: ->
+    switch @shared_draft.constructor
+      when App.TicketSharedDraftZoom
+        App.Event.trigger('ui::ticket::import_draft_attachments', {
+          shared_draft_id: @shared_draft.id,
+          ticket_id:       @parent.ticket_id
+          callbackName:    @importCallbackName()
+        })
+      when App.TicketSharedDraftStart
+        App.Event.trigger('ticket_create_import_draft_attachments', {
+          shared_draft_id: @shared_draft.id,
+          callbackName: @importCallbackName()
+        })
+
+  applyMeta: (options) ->
+    switch @shared_draft.constructor
+      when App.TicketSharedDraftZoom
+        container       = @parent.$('.article-add')
+        newArticleAttrs = @shared_draft.new_article
+
+        App.Event.trigger('ui::ticket::setArticleType', {
+          ticket: { id: @parent.ticket_id }
+          type:  { name: newArticleAttrs.type }
+          article: newArticleAttrs
+          nofocus: true
+          shared_draft_id: @shared_draft.id
+        })
+
+        App.Event.trigger('ui::ticket::load', {
+          ticket_id: @parent.ticket_id
+          draft:     @shared_draft.ticket_attributes
+        })
+      when App.TicketSharedDraftStart
+        content = _.clone @shared_draft_content
+        content.group_id = @shared_draft.group_id
+        content.attachments = options.attachments
+        App.Event.trigger 'ticket_create_rerender', { options: content, shared_draft_id: @shared_draft.id }
+
+  onDelete: (e) ->
+    e.preventDefault()
+
+    parent = @
+
+    new App.ControllerModal
+      container: @container
+      buttonClose: true
+      buttonCancel: true
+      buttonSubmit: __('Yes')
+      buttonClass: 'btn--danger'
+      head: __('Are you sure?')
+      small: true
+
+      content: ->
+        App.i18n.translateContent('Are you sure to delete this draft?')
+
+      onSubmit: ->
+        @startLoading()
+
+        switch parent.shared_draft.constructor
+          when App.TicketSharedDraftZoom
+            @ajax
+              id: 'ticket_shared_draft_delete'
+              type: 'DELETE'
+              url: @apiPath + '/tickets/' + parent.parent.ticket_id + '/shared_draft'
+              success: (data, status, xhr) =>
+                @stopLoading()
+                @cancel()
+                parent.cancel()
+                parent.shared_draft.remove(clear: true)
+                parent.parent.draftFetched()
+          when App.TicketSharedDraftStart
+            @ajax
+              id: 'ticket_shared_draft_delete'
+              type: 'DELETE'
+              url: @apiPath + '/tickets/shared_drafts/' + parent.shared_draft.id
+              success: (data, status, xhr) =>
+                @stopLoading()
+                @cancel()
+                parent.cancel()
+                parent.shared_draft.remove(clear: true)
+                parent.parent.render()
+
+class Content extends App.Controller
+  constructor: ->
+    super
+
+    @render()
+
+  body: ->
+    switch @shared_draft.constructor
+      when App.TicketSharedDraftZoom
+        @shared_draft.new_article.body
+      when App.TicketSharedDraftStart
+        @shared_draft_content?.body
+
+  author: ->
+    App.User.find @shared_draft.updated_by_id
+
+  timestamp: ->
+    new Date(@shared_draft.updated_at)
+
+  loadContent: (content) =>
+    @shared_draft_content = content
+    @render()
+
+  render: ->
+    @html App.view('ticket_shared_draft_modal')(
+      body:      @body()
+      name:      @author().displayName()
+      timestamp: @timestamp()
+    )
+
+    new App.WidgetAvatar(
+      el:        @$('.js-avatar')
+      object_id: @shared_draft.updated_by_id
+      size:      40
+    )

app/assets/javascripts/app/views/ticket_shared_draft_modal.jst.eco

@@ -0,0 +1,23 @@
+<div style="display:flex">
+  <div style="margin-right: 5em">
+    <label>Author</label>
+    <div style="display: flex; align-items: center;">
+      <span class="js-avatar" style="margin-right: 0.5em"></span>
+      <%= @name %>
+    </div>
+  </div>
+
+  <div>
+    <label>Last changed</label>
+    <div>
+      <%- @humanTime(@timestamp) %>
+    </div>
+  </div>
+</div>
+
+<hr>
+
+<label>Text</label>
+<div class='richtext-content'>
+  <%- @body %>
+</div>

app/assets/javascripts/app/views/ticket_shared_draft_overwrite_modal.coffee

@@ -0,0 +1,27 @@
+class App.TicketSharedDraftOverwriteModal extends App.ControllerModal
+  head:         __('Save Draft')
+  message:      __('There is an existing draft. Do you want to overwrite it?')
+  buttonCancel: true
+  buttonSubmit: __('Overwrite Draft')
+  buttonClass:  'btn--danger'
+
+  onShowDraft: null
+  onSaveDraft: null
+
+  showDraft: (e) =>
+    e.preventDefault()
+    @cancel()
+    @onShowDraft(e)
+
+  onSubmit: ->
+    @onSaveDraft()
+    @close()
+
+  post: =>
+    return if !@onShowDraft
+
+    button = $("<div class='btn'>#{App.Utils.icon('note')} #{__('Show Draft')}</div>")
+
+    button.click(@showDraft)
+
+    @el.find('.modal-rightFooter').prepend(button)

app/assets/javascripts/app/views/ticket_zoom/article_new.jst.eco

@@ -2,6 +2,7 @@
   <input type="hidden" name="type" value="<%= @article.type %>">
   <input type="hidden" name="internal" value="<%= @article.internal %>">
   <input type="hidden" name="form_id" value="<%= @form_id %>">
+  <input type="hidden" name="shared_draft_id" value="<%= @article.shared_draft_id %>">
   <input type="hidden" name="subtype" value="<%= @article.subtype %>">
   <input type="hidden" name="in_reply_to" value="<%= @article.in_reply_to %>">
   <div class="editControls">

app/assets/javascripts/app/views/ticket_zoom/attribute_bar.jst.eco

@@ -1,4 +1,27 @@
-<div class="attributeBar-avatars flex horizontal js-avatars hidden-xs"></div>
+<div class="attributeBar-avatars horizontal js-avatars hidden-xs"></div>
+
+<div class="attributeBar-draft-spacer content hidden-xs"></div>
+
+<div class="attributeBar-draft <% if !@sharedButtonVisible: %>hide<% end %> buttonDropdown btn js-draft align-left">
+  <span class="attributeBar-draft--available">
+    <span class="hidden-xs">
+      <%- @Icon('note') %>
+      <%- @T('Draft available') %>
+    </span>
+
+    <span class="visible-xs">
+      <%- @Icon('note') %>
+    </span>
+  </span>
+
+  <span class="attributeBar-draft--saving hide">
+    <%- @Icon('reload') %>
+    <%- @T('Sharing draft...') %>
+  </span>
+</div>
+
+<div class="flex"></div>
+
 <div class="attributeBar-reset buttonDropdown btn js-reset <% if !@resetButtonShown: %>hide<% end %>"><span><%- @T('Discard your unsaved changes.') %></span></div>
 <div class="buttonDropdown dropdown dropdown--actions dropup">
   <div class="btn btn--text btn--icon--last" data-toggle="dropdown">
@@ -30,16 +53,30 @@
   </ul>
 </div>
 <form class="buttonDropdown">
-<% if @macroDisabled: %>
+<% if @macroDisabled && @sharedDraftsDisabled: %>
   <button class="btn btn--primary js-submit"><span><%- @T('Update') %></span></button>
 <% else: %>
   <div class="buttonDropdown dropdown dropup js-submitDropdown">
     <button class="btn btn--primary btn--split--first js-submit"><span><%- @T('Update') %></span></button>
     <button class="btn btn--primary btn--slim btn--only-icon btn--split--last js-openDropdownMacro"><%- @Icon('arrow-up') %></button>
-    <ul class="dropdown-menu dropdown-menu-right" role="menu" aria-labelledby="userAction">
+      <ul class="dropdown-menu dropdown-menu-right" role="menu" aria-labelledby="userAction">
-      <% for macro in @macros: %>
+        <% if !@sharedDraftsDisabled: %>
-        <li class="js-dropdownActionMacro" role="menuitem" data-id="<%= macro.id %>"><%- macro.displayName() %>
+          <li class="label" role="menuitem">
-      <% end %>
+            <label>
+              Draft
+
+          <li class="js-dropdownActionSaveDraft" role="menuitem">Save Draft
+        <% end %>
+
+        <% if !@macroDisabled: %>
+          <li class="label" role="menuitem">
+            <label>
+              Macros
+
+          <% for macro in @macros: %>
+            <li class="js-dropdownActionMacro" role="menuitem" data-id="<%= macro.id %>"><%- macro.displayName() %>
+          <% end %>
+        <% end %>
     </ul>
   </div>
 <% end %>

app/assets/javascripts/app/views/widget/shared_draft.jst.eco

@@ -0,0 +1,38 @@
+<div class="shared-drafts-manage">
+  <form>
+    <div class="form-group">
+      <label class="" for="template_name"><%- @T('Create a shared draft') %></label>
+      <input type="text" name="name" id="shared_draft_name" class="form-control js-name"
+        placeholder="Name" value="<%= @active_draft?.name %>">
+    </div>
+    <div class="horizontal" style="justify-content: flex-end">
+      <button type="submit" class="btn btn--action js-update btn--primary <%= if !@active_draft? then 'hide' %>"><%- @T('Update') %></button>
+      <button type="submit" class="btn btn--action js-create btn--create"><%- @T('Create') %></button>
+    </div>
+  </form>
+
+  <hr>
+
+  <div class="form-group">
+    <label class="" for="template_name"><%- @T('Select Shared Draft') %></label>
+  </div>
+
+  <% if _.isEmpty(@shared_drafts): %>
+    no drafts
+  <% end %>
+
+  <% for draft in @shared_drafts: %>
+    <div class="shared-draft-item" shared-draft-id="<%= draft.id %>">
+      <div class="u-highlight u-clickable"><%= draft.name %></div>
+      <div class="label-subtle" style="display: flex;flex-wrap:wrap;column-gap:0.2em">
+        <div>
+          <%= App.User.find(draft.updated_by_id).displayName() %>
+          ⸱
+        </div>
+        <div>
+          <%- @humanTime draft.updated_at %>
+        </div>
+      </div>
+    </div>
+  <% end %>
+</div>

app/assets/stylesheets/zammad.scss

@@ -8157,6 +8157,16 @@ a.list-group-item.active > .badge,
     margin-right: 10px;
   }
 
+  &-draft-spacer {
+    width: 2px;
+    height: 60px;
+    margin-right: 15px;
+  }
+
+  &-avatars:empty + &-draft-spacer {
+    display: none;
+  }
+
   &--border {
     border-top: 1px solid hsl(0, 0%, 94%);
   }
@@ -8779,6 +8789,10 @@ a.list-group-item.active > .badge,
   @include phone {
     padding: 15px;
   }
+
+  .btn--text + .btn--text {
+    margin-bottom: -10px;
+  }
 }
 
 .modal-leftFooter,
@@ -8931,6 +8945,14 @@ a.list-group-item.active > .badge,
   box-shadow: 0 1px rgba(255, 255, 255, 0.13) inset;
 }
 
+.dropdown li.label {
+  box-shadow: none;
+
+  + li {
+    box-shadow: none;
+  }
+}
+
 .dropdown li:hover,
 .dropdown li.is-active {
   background: hsl(205, 90%, 60%);

app/controllers/ticket_shared_draft_zoom_controller.rb

@@ -0,0 +1,59 @@
+# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
+
+class TicketSharedDraftZoomController < ApplicationController
+  prepend_before_action :authorize!
+  prepend_before_action :authentication_check
+
+  def show
+    object = ticket.shared_draft
+
+    render json: {
+      shared_draft_id: object&.id,
+      assets:          object&.assets,
+    }
+  end
+
+  def update
+    if ticket.shared_draft.present?
+      object = ticket.shared_draft
+      object.update! draft_params
+    else
+      object = ticket.create_shared_draft! draft_params
+    end
+
+    object.attach_upload_cache params[:form_id]
+
+    render json: {
+      shared_draft_id: object.id,
+      assets:          object.assets,
+    }
+  end
+
+  def destroy
+    object = ticket.shared_draft
+
+    object.destroy!
+
+    render json: {
+      shared_draft_id: object.id
+    }
+  end
+
+  def import_attachments
+    new_attachments = ticket.shared_draft.clone_attachments 'UploadCache', params[:form_id]
+
+    render json: {
+      attachments: new_attachments
+    }
+  end
+
+  private
+
+  def ticket
+    Ticket.find params[:ticket_id]
+  end
+
+  def draft_params
+    params.permit ticket_attributes: {}, new_article: {}
+  end
+end

app/controllers/tickets_controller.rb

@@ -81,6 +81,16 @@ class TicketsController < ApplicationController
         params.delete(:customer)
       end
 
+      if (shared_draft_id = params[:shared_draft_id])
+        shared_draft = Ticket::SharedDraftStart.find_by id: shared_draft_id
+
+        if shared_draft && (shared_draft.group_id.to_s != params[:group_id]&.to_s || !shared_draft.group.shared_drafts?)
+          raise Exceptions::UnprocessableEntity, __('Shared draft not eligible for this ticket')
+        end
+
+        shared_draft&.destroy
+      end
+
       clean_params = Ticket.association_name_to_id_convert(params)
 
       # overwrite params
@@ -92,7 +102,7 @@ class TicketsController < ApplicationController
       end
 
       # The parameter :customer_id is 'abused' in cases where it is not an integer, but a string like
-      #   'guess:customers.email@domain.com' which implies that the customer should be looked up.
+      #   'guess:customers.email@domain.cm' which implies that the customer should be looked up.
       if clean_params[:customer_id].is_a?(String) && clean_params[:customer_id] =~ %r{^guess:(.+?)$}
         email_address = $1
         email_address_validation = EmailAddressValidation.new(email_address)
@@ -245,6 +255,16 @@ class TicketsController < ApplicationController
     ticket.with_lock do
       ticket.update!(clean_params)
       if params[:article].present?
+        if (shared_draft_id = params[:article][:shared_draft_id])
+          shared_draft = Ticket::SharedDraftZoom.find_by id: shared_draft_id
+
+          if shared_draft && shared_draft.ticket != ticket
+            raise Exceptions::UnprocessableEntity, __('Shared draft not eligible for this ticket')
+          end
+
+          shared_draft&.destroy
+        end
+
         article_create(ticket, params[:article])
       end
     end
@@ -694,6 +714,10 @@ class TicketsController < ApplicationController
       assets = mention.assets(assets)
     end
 
+    if (draft = ticket.shared_draft) && authorized?(draft, :show?)
+      assets = draft.assets(assets)
+    end
+
     # return result
     {
       ticket_id:          ticket.id,

app/controllers/tickets_shared_draft_starts_controller.rb

@@ -0,0 +1,90 @@
+# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
+
+class TicketsSharedDraftStartsController < ApplicationController
+  prepend_before_action :authorize!
+  prepend_before_action :authentication_check
+
+  def index
+    drafts = scope
+
+    render json: {
+      shared_draft_ids: drafts.map(&:id),
+      assets:           ApplicationModel::CanAssets.reduce(drafts),
+    }
+  end
+
+  def show
+    object = scope.find params[:id]
+
+    render json: {
+      shared_draft_id:      object.id,
+      shared_draft_content: object.content,
+      assets:               object.assets,
+    }
+  end
+
+  def create
+    object = scope.create! safe_params
+    object.attach_upload_cache params[:form_id]
+
+    render json: {
+      shared_draft_id: object.id,
+      assets:          object.assets,
+    }
+  end
+
+  def update
+    object = scope.find params[:id]
+
+    object.update! safe_params
+    object.attach_upload_cache params[:form_id]
+
+    render json: {
+      shared_draft_id: object.id,
+      assets:          object.assets,
+    }
+  end
+
+  def destroy
+    object = scope.find params[:id]
+
+    object.destroy!
+
+    render json: {
+      shared_draft_id: object.id
+    }
+  end
+
+  def import_attachments
+    object = scope.find params[:id]
+
+    new_attachments = object.clone_attachments 'UploadCache', params[:form_id]
+
+    render json: {
+      attachments: new_attachments
+    }
+  end
+
+  private
+
+  def scope
+    Ticket::SharedDraftStartPolicy::Scope
+      .new(current_user, Ticket::SharedDraftStart)
+      .resolve
+  end
+
+  def safe_params
+    safe_params = params.permit :name, :group_id, content: {}
+
+    safe_params[:content].delete :group_id
+
+    allowed_groups = current_user.groups.access('create').map(&:id).map(&:to_s)
+    group_id       = safe_params[:group_id]&.to_s
+
+    if allowed_groups.exclude? group_id
+      raise Exceptions::UnprocessableEntity, __("User does not have access to one of given group IDs: #{group_id}")
+    end
+
+    safe_params
+  end
+end

app/models/concerns/can_clone_attachments.rb

@@ -76,4 +76,20 @@ returns
 
     new_attachments
   end
+
+  def attach_upload_cache(form_id, source_object_name: 'UploadCache')
+    attachments_remove_all
+
+    Store
+      .list(object: source_object_name, o_id: form_id)
+      .map do |old_attachment|
+        Store.add(
+          object:      self.class.name,
+          o_id:        id,
+          data:        old_attachment.content,
+          filename:    old_attachment.filename,
+          preferences: old_attachment.preferences,
+        )
+      end
+  end
 end

app/models/ticket.rb

@@ -81,6 +81,7 @@ class Ticket < ApplicationModel
   has_many      :ticket_time_accounting, class_name: 'Ticket::TimeAccounting', dependent: :destroy, inverse_of: :ticket
   has_many      :flags,                  class_name: 'Ticket::Flag', dependent: :destroy
   has_many      :mentions,               as: :mentionable, dependent: :destroy
+  has_one       :shared_draft,           class_name: 'Ticket::SharedDraftZoom', inverse_of: :ticket, dependent: :destroy
   belongs_to    :state,                  class_name: 'Ticket::State', optional: true
   belongs_to    :priority,               class_name: 'Ticket::Priority', optional: true
   belongs_to    :owner,                  class_name: 'User', optional: true

app/models/ticket/shared_draft_start.rb

@@ -0,0 +1,24 @@
+# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
+
+class Ticket::SharedDraftStart < ApplicationModel
+  include CanCloneAttachments
+  include ChecksClientNotification
+
+  belongs_to :group
+
+  validates :name, presence: true
+
+  store :content
+
+  # don't include content into assets which may be huge
+  # assets are used to load the whole list of available drafts
+  # content is loaded separately
+  def filter_attributes(attributes)
+    super.except! 'content'
+  end
+
+  # required by CanCloneAttachments
+  def content_type
+    'text/html'
+  end
+end

app/models/ticket/shared_draft_zoom.rb

@@ -0,0 +1,16 @@
+# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
+
+class Ticket::SharedDraftZoom < ApplicationModel
+  include CanCloneAttachments
+  include ChecksClientNotification
+
+  belongs_to :ticket, touch: true
+
+  store :new_article
+  store :ticket_attributes
+
+  # required by CanCloneAttachments
+  def content_type
+    'text/html'
+  end
+end

app/policies/controllers/ticket_shared_draft_zoom_controller_policy.rb

@@ -0,0 +1,32 @@
+# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
+
+class Controllers::TicketSharedDraftZoomControllerPolicy < Controllers::ApplicationControllerPolicy
+  def show?
+    access?(__method__)
+  end
+
+  def create?
+    access?(__method__)
+  end
+
+  def update?
+    access?(__method__)
+  end
+
+  def destroy?
+    access?(__method__)
+  end
+
+  def import_attachments?
+    access?(__method__)
+  end
+
+  private
+
+  def access?(_method)
+    ticket_id = record.params[:ticket_id]
+    ticket    = Ticket.find ticket_id
+
+    TicketPolicy.new(user, ticket).update?
+  end
+end

app/policies/controllers/tickets_shared_draft_starts_controller_policy.rb

@@ -0,0 +1,33 @@
+# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
+
+class Controllers::TicketsSharedDraftStartsControllerPolicy < Controllers::ApplicationControllerPolicy
+  def index?
+    access?(__method__)
+  end
+
+  def show?
+    access?(__method__)
+  end
+
+  def create?
+    access?(__method__)
+  end
+
+  def update?
+    access?(__method__)
+  end
+
+  def destroy?
+    access?(__method__)
+  end
+
+  def import_attachments?
+    access?(__method__)
+  end
+
+  private
+
+  def access?(_method)
+    user.permissions?('ticket.agent') && user.groups.access(:create).any?
+  end
+end

app/policies/ticket/shared_draft_start_policy.rb

@@ -0,0 +1,27 @@
+# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
+
+class Ticket::SharedDraftStartPolicy < ApplicationPolicy
+  def create?
+    access?(__method__)
+  end
+
+  def update?
+    access?(__method__)
+  end
+
+  def show?
+    access?(__method__)
+  end
+
+  def destroy?
+    access?(__method__)
+  end
+
+  private
+
+  def access?(_method)
+    return if !user.permissions?('ticket.agent')
+
+    user.groups.access(:create).include? record.group
+  end
+end

app/policies/ticket/shared_draft_start_policy/scope.rb

@@ -0,0 +1,12 @@
+# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
+
+class Ticket::SharedDraftStartPolicy < ApplicationPolicy
+  class Scope < ApplicationPolicy::Scope
+
+    def resolve
+      scope.none if !user.permissions?(['ticket.agent'])
+
+      scope.where group_id: user.groups.access('change').map(&:id)
+    end
+  end
+end

app/policies/ticket/shared_draft_zoom_policy.rb

@@ -0,0 +1,21 @@
+# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
+
+class Ticket::SharedDraftZoomPolicy < ApplicationPolicy
+  def update?
+    access?(__method__)
+  end
+
+  def show?
+    access?(__method__)
+  end
+
+  def destroy?
+    access?(__method__)
+  end
+
+  private
+
+  def access?(_method)
+    TicketPolicy.new(user, record.ticket).update?
+  end
+end

app/views/tickets_shared_draft_modal.jst.eco

@@ -0,0 +1 @@
+<div class='richtext-content'><% @body()}</div>

config/routes/ticket.rb

@@ -3,6 +3,20 @@
 Zammad::Application.routes.draw do
   api_path = Rails.configuration.api_path
 
+  # ticket shared drafts
+
+  resource api_path + '/tickets/:ticket_id/shared_draft', controller: 'ticket_shared_draft_zoom', except: %w[new edit create] do
+    collection do
+      post :import_attachments, as: nil
+    end
+  end
+
+  resources api_path + '/tickets/shared_drafts',           controller: 'tickets_shared_draft_starts', except: %w[new edit] do
+    member do
+      post :import_attachments, as: nil
+    end
+  end
+
   # tickets
   match api_path + '/tickets/search',                                to: 'tickets#search',            via: %i[get post]
   match api_path + '/tickets/selector',                              to: 'tickets#selector',          via: :post

db/migrate/20120101000001_create_base.rb

@@ -104,6 +104,7 @@ class CreateBase < ActiveRecord::Migration[4.2]
       t.string :follow_up_possible,     limit: 100, null: false, default: 'yes'
       t.boolean :follow_up_assignment,              null: false, default: true
       t.boolean :active,                            null: false, default: true
+      t.boolean :shared_drafts,                     null: false, default: true
       t.string :note,                   limit: 250, null: true
       t.integer :updated_by_id,                     null: false
       t.integer :created_by_id,                     null: false

db/migrate/20120101000010_create_ticket.rb

@@ -589,6 +589,27 @@ class CreateTicket < ActiveRecord::Migration[4.2]
       t.timestamps limit: 3, null: false
     end
 
+    create_table :ticket_shared_draft_zooms do |t|
+      t.references :ticket, null: false, foreign_key: { to_table: :tickets }
+      t.text       :new_article
+      t.text       :ticket_attributes
+
+      t.column :created_by_id, :integer, null: true
+      t.column :updated_by_id, :integer, null: true
+
+      t.timestamps limit: 3
+    end
+
+    create_table :ticket_shared_draft_starts do |t|
+      t.references :group, null: false, foreign_key: { to_table: :groups }
+      t.string     :name
+      t.text       :content
+
+      t.column :created_by_id, :integer, null: true
+      t.column :updated_by_id, :integer, null: true
+
+      t.timestamps limit: 3
+    end
   end
 
   def self.down
@@ -626,5 +647,7 @@ class CreateTicket < ActiveRecord::Migration[4.2]
     drop_table :ticket_states
     drop_table :ticket_state_types
     drop_table :webhooks
+    drop_table :ticket_shared_draft_zooms
+    drop_table :ticket_shared_draft_starts
   end
 end

db/migrate/20211220145252_create_ticket_shared_drafts.rb

@@ -0,0 +1,73 @@
+# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
+
+class CreateTicketSharedDrafts < ActiveRecord::Migration[5.0]
+  def change # rubocop:disable Metrics/AbcSize
+    # return if it's a new setup
+    return if !Setting.exists?(name: 'system_init_done')
+
+    create_table :ticket_shared_draft_zooms do |t|
+      t.references :ticket, null: false, foreign_key: { to_table: :tickets }
+      t.text       :new_article
+      t.text       :ticket_attributes
+
+      t.column :created_by_id, :integer, null: true
+      t.column :updated_by_id, :integer, null: true
+
+      t.timestamps limit: 3
+    end
+
+    create_table :ticket_shared_draft_starts do |t|
+      t.references :group, null: false, foreign_key: { to_table: :groups }
+      t.string     :name
+      t.text       :content
+
+      t.column :created_by_id, :integer, null: true
+      t.column :updated_by_id, :integer, null: true
+
+      t.timestamps limit: 3
+    end
+
+    change_table :groups do |t|
+      t.boolean :shared_drafts, null: false, default: true
+    end
+
+    Group.reset_column_information
+
+    UserInfo.current_user_id = 1
+    ObjectManager::Attribute.add(
+      force:       true,
+      object:      'Group',
+      name:        'shared_drafts',
+      display:     'Shared Drafts',
+      data_type:   'active',
+      data_option: {
+        null:       false,
+        default:    true,
+        permission: ['admin.group'],
+      },
+      editable:    true,
+      active:      true,
+      screens:     {
+        create: {
+          '-all-' => {
+            null: false,
+          },
+        },
+        edit:   {
+          '-all-': {
+            null: false,
+          },
+        },
+        view:   {
+          '-all-' => {
+            shown: false,
+          },
+        },
+      },
+      to_create:   false,
+      to_migrate:  false,
+      to_delete:   false,
+      position:    1400,
+    )
+  end
+end

db/seeds/object_manager_attributes.rb

@@ -1810,6 +1810,42 @@ ObjectManager::Attribute.add(
   position:    600,
 )
 
+ObjectManager::Attribute.add(
+  force:       true,
+  object:      'Group',
+  name:        'shared_drafts',
+  display:     __('Shared Drafts'),
+  data_type:   'active',
+  data_option: {
+    null:       false,
+    default:    true,
+    permission: ['admin.group'],
+  },
+  editable:    true,
+  active:      true,
+  screens:     {
+    create: {
+      '-all-' => {
+        null: true,
+      },
+    },
+    edit:   {
+      '-all-': {
+        null: false,
+      },
+    },
+    view:   {
+      '-all-' => {
+        shown: false,
+      },
+    },
+  },
+  to_create:   false,
+  to_migrate:  false,
+  to_delete:   false,
+  position:    1400,
+)
+
 ObjectManager::Attribute.add(
   force:       true,
   object:      'Group',

i18n/zammad.pot

@@ -807,6 +807,14 @@ msgstr ""
 msgid "Apply"
 msgstr ""
 
+#: app/assets/javascripts/app/views/ticket_shared_draft_modal.coffee
+msgid "Apply Draft"
+msgstr ""
+
+#: app/assets/javascripts/app/views/ticket_shared_draft_modal.coffee
+msgid "Apply Shared Draft"
+msgstr ""
+
 #: app/assets/javascripts/app/controllers/_ui_element/basedate.coffee
 #: app/assets/javascripts/app/controllers/report.coffee
 #: app/assets/javascripts/app/controllers/time_accounting.coffee
@@ -829,6 +837,10 @@ msgstr ""
 msgid "Archived at"
 msgstr ""
 
+#: app/assets/javascripts/app/views/ticket_shared_draft_modal.coffee
+msgid "Are you sure to delete this draft?"
+msgstr ""
+
 #: app/assets/javascripts/app/controllers/knowledge_base/content_controller.coffee
 msgid "Are you sure you want to reload? You have unsaved changes that will get lost"
 msgstr ""
@@ -844,6 +856,7 @@ msgstr ""
 #: app/assets/javascripts/app/controllers/maintenance.coffee
 #: app/assets/javascripts/app/controllers/ticket_zoom/article_action/delete.coffee
 #: app/assets/javascripts/app/controllers/widget/template.coffee
+#: app/assets/javascripts/app/views/ticket_shared_draft_modal.coffee
 msgid "Are you sure?"
 msgstr ""
 
@@ -2115,6 +2128,7 @@ msgstr ""
 #: app/assets/javascripts/app/views/object_manager/index.jst.eco
 #: app/assets/javascripts/app/views/profile/token_access.jst.eco
 #: app/assets/javascripts/app/views/translation/todo.jst.eco
+#: app/assets/javascripts/app/views/widget/shared_draft.jst.eco
 msgid "Create"
 msgstr ""
 
@@ -2150,6 +2164,10 @@ msgstr ""
 msgid "Create a Test Ticket"
 msgstr ""
 
+#: app/assets/javascripts/app/views/widget/shared_draft.jst.eco
+msgid "Create a shared draft"
+msgstr ""
+
 #: app/assets/javascripts/app/controllers/knowledge_base/reader_controller.coffee
 msgid "Create a translation"
 msgstr ""
@@ -3330,6 +3348,10 @@ msgstr ""
 msgid "Draft"
 msgstr ""
 
+#: app/assets/javascripts/app/views/ticket_zoom/attribute_bar.jst.eco
+msgid "Draft available"
+msgstr ""
+
 #: app/assets/javascripts/app/controllers/_application_controller/reorder_modal.coffee
 msgid "Drag to reorder"
 msgstr ""
@@ -5389,6 +5411,10 @@ msgstr ""
 msgid "Last Contact Customer At"
 msgstr ""
 
+#: app/assets/javascripts/app/controllers/ticket_zoom/attribute_bar.coffee
+msgid "Last change %s<br>by %s"
+msgstr ""
+
 #: app/assets/javascripts/app/models/ticket.coffee
 msgid "Last contact"
 msgstr ""
@@ -6902,6 +6928,10 @@ msgstr ""
 msgid "Overviews are …"
 msgstr ""
 
+#: app/assets/javascripts/app/views/ticket_shared_draft_overwrite_modal.coffee
+msgid "Overwrite Draft"
+msgstr ""
+
 #: app/assets/javascripts/app/controllers/_ui_element/postmaster_set.coffee
 #: app/assets/javascripts/app/controllers/_ui_element/ticket_perform_action.coffee
 #: app/assets/javascripts/app/models/ticket.coffee
@@ -7778,6 +7808,10 @@ msgstr ""
 msgid "Save"
 msgstr ""
 
+#: app/assets/javascripts/app/views/ticket_shared_draft_overwrite_modal.coffee
+msgid "Save Draft"
+msgstr ""
+
 #: app/assets/javascripts/app/views/widget/text_module.jst.eco
 msgid "Save as"
 msgstr ""
@@ -7908,6 +7942,10 @@ msgstr ""
 msgid "Select CSV file"
 msgstr ""
 
+#: app/assets/javascripts/app/views/widget/shared_draft.jst.eco
+msgid "Select Shared Draft"
+msgstr ""
+
 #: app/assets/javascripts/app/views/widget/template.jst.eco
 msgid "Select Template"
 msgstr ""
@@ -8155,11 +8193,25 @@ msgstr ""
 msgid "Shared"
 msgstr ""
 
+#: app/assets/javascripts/app/controllers/agent_ticket_create/sidebar_shared_draft.coffee
+#: app/assets/javascripts/app/models/group.coffee
+#: db/seeds/object_manager_attributes.rb
+msgid "Shared Drafts"
+msgstr ""
+
+#: app/controllers/tickets_controller.rb
+msgid "Shared draft not eligible for this ticket"
+msgstr ""
+
 #: app/assets/javascripts/app/models/organization.coffee
 #: db/seeds/object_manager_attributes.rb
 msgid "Shared organization"
 msgstr ""
 
+#: app/assets/javascripts/app/views/ticket_zoom/attribute_bar.jst.eco
+msgid "Sharing draft..."
+msgstr ""
+
 #: app/assets/javascripts/app/controllers/_profile/avatar.coffee
 msgid "Shoot"
 msgstr ""
@@ -8173,6 +8225,10 @@ msgstr ""
 msgid "Show"
 msgstr ""
 
+#: app/assets/javascripts/app/views/ticket_shared_draft_overwrite_modal.coffee
+msgid "Show Draft"
+msgstr ""
+
 #: app/assets/javascripts/app/views/navigation.jst.eco
 msgid "Show Search Details"
 msgstr ""
@@ -9001,6 +9057,14 @@ msgstr ""
 msgid "There are too many people in the chat queue."
 msgstr ""
 
+#: app/assets/javascripts/app/views/ticket_shared_draft_overwrite_modal.coffee
+msgid "There is an existing draft. Do you want to overwrite it?"
+msgstr ""
+
+#: app/assets/javascripts/app/views/ticket_shared_draft_modal.coffee
+msgid "There is existing content. Do you want to overwrite it?"
+msgstr ""
+
 #: app/assets/javascripts/app/controllers/_manage/knowledge_base.coffee
 msgid "There is no Knowledge Base yet. Please create one."
 msgstr ""
@@ -9617,6 +9681,7 @@ msgstr ""
 #: app/assets/javascripts/app/views/knowledge_base/content.jst.eco
 #: app/assets/javascripts/app/views/session.jst.eco
 #: app/assets/javascripts/app/views/ticket_zoom/attribute_bar.jst.eco
+#: app/assets/javascripts/app/views/widget/shared_draft.jst.eco
 msgid "Update"
 msgstr ""
 
@@ -10337,6 +10402,7 @@ msgstr ""
 #: app/assets/javascripts/app/controllers/_application_controller/_modal_generic_confirm.coffee
 #: app/assets/javascripts/app/controllers/_ui_element/ticket_perform_action.coffee
 #: app/assets/javascripts/app/controllers/tag.coffee
+#: app/assets/javascripts/app/views/ticket_shared_draft_modal.coffee
 msgid "Yes"
 msgstr ""
 

spec/factories/ticket/shared_draft/start.rb

@@ -0,0 +1,9 @@
+# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
+
+FactoryBot.define do
+  factory :ticket_shared_draft_start, class: 'Ticket::SharedDraftStart' do
+    name    { Faker::Name.unique.name }
+    group   { create(:group) }
+    content { { content: true } }
+  end
+end

spec/factories/ticket/shared_draft/zooms.rb

@@ -0,0 +1,9 @@
+# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
+
+FactoryBot.define do
+  factory :ticket_shared_draft_zoom, class: 'Ticket::SharedDraftZoom' do
+    ticket            { create(:ticket) }
+    new_article       { { new_article: true } }
+    ticket_attributes { { ticket_attributes: true } }
+  end
+end

spec/models/ticket/shared_draft_start_spec.rb

@@ -0,0 +1,11 @@
+# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
+
+require 'rails_helper'
+
+RSpec.describe Ticket::SharedDraftStart, type: :model do
+  subject(:shared_draft_start) { create :ticket_shared_draft_start }
+
+  it { is_expected.to belong_to :group }
+  it { is_expected.to validate_presence_of :name }
+  it { expect(shared_draft_start.content).to be_a(Hash) }
+end

spec/models/ticket/shared_draft_zoom_spec.rb

@@ -0,0 +1,11 @@
+# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
+
+require 'rails_helper'
+
+RSpec.describe Ticket::SharedDraftZoom, type: :model do
+  subject(:shared_draft_zoom) { create :ticket_shared_draft_zoom }
+
+  it { is_expected.to belong_to :ticket }
+  it { expect(shared_draft_zoom.new_article).to be_a(Hash) }
+  it { expect(shared_draft_zoom.ticket_attributes).to be_a(Hash) }
+end

spec/models/ticket_spec.rb

@@ -1778,9 +1778,10 @@ RSpec.describe Ticket, type: :model do
       end
 
       it 'destroys all related dependencies' do
-        refs_known = { 'Ticket::Article'        => { 'ticket_id'=>1 },
+        refs_known = { 'Ticket::Article'         => { 'ticket_id'=>1 },
-                       'Ticket::TimeAccounting' => { 'ticket_id'=>1 },
+                       'Ticket::TimeAccounting'  => { 'ticket_id'=>1 },
-                       'Ticket::Flag'           => { 'ticket_id'=>1 } }
+                       'Ticket::SharedDraftZoom' => { 'ticket_id'=>0 },
+                       'Ticket::Flag'            => { 'ticket_id'=>1 } }
 
         ticket     = create(:ticket)
         article    = create(:ticket_article, ticket: ticket)

spec/models/user_spec.rb

@@ -961,6 +961,8 @@ RSpec.describe User, type: :model do
                      'Ticket::Article::Type'              => { 'created_by_id' => 0, 'updated_by_id' => 0 },
                      'Ticket::Article::Flag'              => { 'created_by_id' => 0 },
                      'Ticket::Priority'                   => { 'created_by_id' => 0, 'updated_by_id' => 0 },
+                     'Ticket::SharedDraftStart'           => { 'created_by_id' => 0, 'updated_by_id' => 0 },
+                     'Ticket::SharedDraftZoom'            => { 'created_by_id' => 0, 'updated_by_id' => 0 },
                      'Ticket::TimeAccounting'             => { 'created_by_id' => 0 },
                      'Ticket::State'                      => { 'created_by_id' => 0, 'updated_by_id' => 0 },
                      'Ticket::Flag'                       => { 'created_by_id' => 0 },

spec/policies/controllers/ticket_shared_draft_zoom_controller_policy_spec.rb

@@ -0,0 +1,65 @@
+# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
+
+require 'rails_helper'
+
+describe Controllers::TicketSharedDraftZoomControllerPolicy do
+  subject { described_class.new(user, record) }
+
+  let(:record_class) { TicketSharedDraftZoomController }
+  let(:ticket)       { create(:ticket) }
+  let(:user)         { create(:agent) }
+
+  let(:record) do
+    rec             = record_class.new
+    rec.action_name = action_name
+    rec.params      = params
+
+    rec
+  end
+
+  shared_examples 'basic checks' do
+    let(:params) { { ticket_id: ticket.id } }
+
+    context 'when has access to ticket' do
+      before do
+        user.user_groups.create! group: ticket.group, access: :full
+      end
+
+      it { is_expected.to permit_action(action_name) }
+    end
+
+    context 'when has no access to ticket' do
+      it { is_expected.not_to permit_action(action_name) }
+    end
+  end
+
+  describe '#show?' do
+    let(:action_name) { :show }
+
+    include_examples 'basic checks'
+  end
+
+  describe '#create?' do
+    let(:action_name) { :create }
+
+    include_examples 'basic checks'
+  end
+
+  describe '#update?' do
+    let(:action_name) { :update }
+
+    include_examples 'basic checks'
+  end
+
+  describe '#destroy?' do
+    let(:action_name) { :destroy }
+
+    include_examples 'basic checks'
+  end
+
+  describe '#import_attachments?' do
+    let(:action_name) { :import_attachments }
+
+    include_examples 'basic checks'
+  end
+end

spec/policies/controllers/tickets_shared_draft_starts_controller_policy_spec.rb

@@ -0,0 +1,70 @@
+# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
+
+require 'rails_helper'
+
+describe Controllers::TicketsSharedDraftStartsControllerPolicy do
+  subject { described_class.new(user, record) }
+
+  let(:record_class) { TicketsSharedDraftStartsController }
+
+  let(:record) do
+    rec             = record_class.new
+    rec.action_name = action_name
+
+    rec
+  end
+
+  shared_examples 'basic checks' do
+    context 'when has access to tickets' do
+      let(:user) do
+        user = create(:agent)
+        user.user_groups.create! group: create(:group), access: :full
+        user
+      end
+
+      it { is_expected.to permit_action(action_name) }
+    end
+
+    context 'when has no access to tickets' do
+      let(:user) { create(:customer) }
+
+      it { is_expected.not_to permit_action(action_name) }
+    end
+  end
+
+  describe '#index?' do
+    let(:action_name) { :index }
+
+    include_examples 'basic checks'
+  end
+
+  describe '#show?' do
+    let(:action_name) { :show }
+
+    include_examples 'basic checks'
+  end
+
+  describe '#create?' do
+    let(:action_name) { :create }
+
+    include_examples 'basic checks'
+  end
+
+  describe '#update?' do
+    let(:action_name) { :update }
+
+    include_examples 'basic checks'
+  end
+
+  describe '#destroy?' do
+    let(:action_name) { :destroy }
+
+    include_examples 'basic checks'
+  end
+
+  describe '#import_attachments?' do
+    let(:action_name) { :import_attachments }
+
+    include_examples 'basic checks'
+  end
+end

spec/policies/ticket/shared_draft_start_policy/scope_spec.rb

@@ -0,0 +1,46 @@
+# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
+
+require 'rails_helper'
+
+RSpec.describe Ticket::SharedDraftStartPolicy::Scope do
+  subject(:scope) { described_class.new(user, original_collection) }
+
+  let(:original_collection) { Ticket::SharedDraftStart }
+
+  let(:group_a) { create(:group) }
+  let(:draft_a) { create(:ticket_shared_draft_start, group: group_a) }
+  let(:group_b) { create(:group) }
+  let(:draft_b) { create(:ticket_shared_draft_start, group: group_b) }
+
+  before do
+    draft_a && draft_b
+  end
+
+  describe '#resolve' do
+    context 'without user' do
+      let(:user) { nil }
+
+      it 'throws exception' do
+        expect { scope.resolve }.to raise_error %r{Authentication required}
+      end
+    end
+
+    context 'with customer' do
+      let(:user) { create(:customer) }
+
+      it 'returns empty' do
+        expect(scope.resolve).to be_empty
+      end
+    end
+
+    context 'with agent' do
+      let(:user) { create(:agent) }
+
+      before { user.groups << group_a }
+
+      it 'returns group a' do
+        expect(scope.resolve).to match_array [draft_a]
+      end
+    end
+  end
+end

spec/policies/ticket/shared_draft_start_policy_spec.rb

@@ -0,0 +1,58 @@
+# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
+
+require 'rails_helper'
+
+describe Ticket::SharedDraftStartPolicy do
+  subject { described_class.new(user, record) }
+
+  let(:group)  { record.group }
+  let(:record) { create(:ticket_shared_draft_start) }
+  let(:user)   { create(:agent) }
+
+  shared_examples 'access allowed' do
+    it { is_expected.to be_create }
+    it { is_expected.to be_update }
+    it { is_expected.to be_show }
+    it { is_expected.to be_destroy }
+  end
+
+  shared_examples 'access denied' do
+    it { is_expected.not_to be_create }
+    it { is_expected.not_to be_update }
+    it { is_expected.not_to be_show }
+    it { is_expected.not_to be_destroy }
+  end
+
+  context 'when user has no tickets access' do
+    let(:user) { create(:customer) }
+
+    include_examples 'access denied'
+  end
+
+  context 'when user has ticket access' do
+    context 'when draft has same group as user' do
+      before do
+        user.user_groups.create! group: group, access: :full
+      end
+
+      include_examples 'access allowed'
+    end
+
+    context 'when draft has same group as user but read-only' do
+      before do
+        user.user_groups.create! group: group, access: :read
+      end
+
+      include_examples 'access denied'
+    end
+
+    context 'when draft has one of the groups of the user' do
+      before do
+        user.user_groups.create! group: group, access: :full
+        user.user_groups.create! group: create(:group), access: :full
+      end
+
+      include_examples 'access allowed'
+    end
+  end
+end

spec/policies/ticket/shared_draft_zoom_policy_spec.rb

@@ -0,0 +1,55 @@
+# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
+
+require 'rails_helper'
+
+describe Ticket::SharedDraftZoomPolicy do
+  subject { described_class.new(user, record) }
+
+  let(:ticket) { create(:ticket) }
+  let(:record) { create(:ticket_shared_draft_zoom, ticket: ticket) }
+  let(:user)   { create(:agent) }
+
+  shared_examples 'access allowed' do
+    it { is_expected.to be_update }
+    it { is_expected.to be_show }
+    it { is_expected.to be_destroy }
+  end
+
+  shared_examples 'access denied' do
+    it { is_expected.not_to be_update }
+    it { is_expected.not_to be_show }
+    it { is_expected.not_to be_destroy }
+  end
+
+  context 'when user has no tickets access' do
+    let(:user) { create(:customer) }
+
+    include_examples 'access denied'
+  end
+
+  context 'when user has ticket access' do
+    context 'when user has access to the ticket' do
+      before do
+        user.user_groups.create! group: ticket.group, access: :full
+      end
+
+      include_examples 'access allowed'
+    end
+
+    context 'when user has read-only access to the ticket' do
+      before do
+        user.user_groups.create! group: ticket.group, access: :read
+      end
+
+      include_examples 'access denied'
+    end
+
+    context 'when user has no access to the ticket' do
+      before do
+        user.user_groups.create! group: create(:group), access: :full
+      end
+
+      include_examples 'access denied'
+    end
+  end
+end

spec/requests/ticket/shared_draft/starts_controller_spec.rb

@@ -0,0 +1,303 @@
+# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
+
+require 'rails_helper'
+
+RSpec.describe 'Ticket Shared Drafts Start API endpoints', authenticated_as: :agent, type: :request do
+
+  let(:group_a) { create(:group, shared_drafts: true) }
+  let(:group_b) { create(:group, shared_drafts: true) }
+  let(:group_c) { create(:group, shared_drafts: false) }
+
+  let(:draft_a) { create(:ticket_shared_draft_start, group: group_a) }
+  let(:draft_b) { create(:ticket_shared_draft_start, group: group_b) }
+  let(:draft_c) { create(:ticket_shared_draft_start, group: group_c) }
+
+  let(:agent) do
+    user = create(:agent)
+    user.user_groups.create! group: group_a, access: :full
+    user.user_groups.create! group: group_c, access: :full
+    user
+  end
+
+  let(:other_agent) { create(:agent) }
+  let(:customer)    { create(:customer) }
+
+  let(:form_id) { 12_345 }
+
+  let(:base_params) do
+    {
+      name:     'draft name',
+      group_id: group_a.id,
+      form_id:  form_id,
+      content:  { attrs: true }
+    }
+  end
+
+  let(:path)                   { '/api/v1/tickets/shared_drafts' }
+  let(:path_draft_a)           { "#{path}/#{draft_a.id}" }
+  let(:path_draft_b)           { "#{path}/#{draft_b.id}" }
+  let(:path_draft_nonexistant) { "#{path}/asd" }
+
+  describe 'request handling' do
+    describe '#index' do
+      it 'returns drafts that user has access to' do
+        draft_a && draft_b
+
+        get path, as: :json
+
+        expect(json_response).to include('shared_draft_ids' => [draft_a.id])
+      end
+
+      it 'returns empty array when no drafts available' do
+        get path, as: :json
+
+        expect(json_response).to include('shared_draft_ids' => [])
+      end
+
+      it 'raises error when user has no permissions', authenticated_as: :customer do
+        get path, as: :json
+
+        expect(response).to have_http_status(:forbidden)
+      end
+    end
+
+    describe '#show' do
+      it 'returns draft' do
+        get path_draft_a, as: :json
+
+        expect(json_response).to include('shared_draft_id' => draft_a.id)
+      end
+
+      it 'returns 404 when draft does not exist' do
+        get path_draft_nonexistant, as: :json
+
+        expect(response).to have_http_status(:not_found)
+      end
+
+      it 'returns 404 when user has no permissions to drafts', authenticated_as: :other_agent do
+        get path_draft_b, as: :json
+
+        expect(response).to have_http_status(:forbidden)
+      end
+
+      it 'returns 404 when user has no permissions to this draft' do
+        get path_draft_b, as: :json
+
+        expect(response).to have_http_status(:not_found)
+      end
+
+      it 'returns error when user has no permissions', authenticated_as: :customer do
+        get path_draft_b, as: :json
+
+        expect(response).to have_http_status(:forbidden)
+      end
+    end
+
+    describe '#create' do
+      it 'creates draft' do
+        post path, params: base_params, as: :json
+
+        expect(Ticket::SharedDraftStart).to be_exist json_response['shared_draft_id']
+      end
+
+      it 'creates draft with attachment' do
+        attach(id: form_id)
+
+        post path, params: base_params, as: :json
+
+        new_draft = Ticket::SharedDraftStart.find json_response['shared_draft_id']
+
+        expect(new_draft.attachments).to be_one
+      end
+
+      it 'verifies user has access to given group' do
+        post path, params: base_params.merge(group_id: group_b.id), as: :json
+
+        expect(json_response).to include 'error_human' => %r{does not have access}
+      end
+
+      it 'raises error when user has no create permission on any group', authenticated_as: :other_agent do
+        post path, params: base_params, as: :json
+
+        expect(response).to have_http_status(:forbidden)
+      end
+
+      it 'raises error when user has no permissions', authenticated_as: :customer do
+        post path, params: base_params, as: :json
+
+        expect(response).to have_http_status(:forbidden)
+      end
+    end
+
+    describe '#update' do
+      it 'updates draft' do
+        patch path_draft_a, params: base_params, as: :json
+
+        expect(draft_a.reload).to have_attributes(content: { attrs: true })
+      end
+
+      it 'updates draft with attachment' do
+        attach(id: form_id)
+
+        expect { patch path_draft_a, params: base_params, as: :json }
+          .to change { draft_a.attachments.count }
+          .by(1)
+      end
+
+      it 'updates draft to have no attachments' do
+        attach(id: draft_a.id, object_name: draft_a.class.name)
+
+        expect { patch path_draft_a, params: base_params, as: :json }
+          .to change { draft_a.attachments.count }
+          .by(-1)
+      end
+
+      it 'returns 404 when draft does not exist' do
+        patch path_draft_nonexistant, params: base_params, as: :json
+
+        expect(response).to have_http_status(:not_found)
+      end
+
+      it 'changes draft group' do
+        agent.user_groups.create! group: group_b, access: :full
+
+        patch path_draft_b, params: base_params.merge(group_id: group_b.id), as: :json
+
+        expect(draft_b.reload.group).to eq group_b
+      end
+
+      it 'returns updated draft ID' do
+        patch path_draft_a, params: base_params, as: :json
+
+        expect(json_response).to include 'shared_draft_id' => draft_a.id
+      end
+
+      it 'verifies user has access to given groups' do
+        patch path_draft_a, params: base_params.merge(group_id: group_b.id), as: :json
+
+        expect(response).to have_http_status(:unprocessable_entity)
+      end
+
+      it 'returns error when user has no permissions', authenticated_as: :customer do
+        patch path_draft_a, params: base_params, as: :json
+
+        expect(response).to have_http_status(:forbidden)
+      end
+    end
+
+    describe '#destroy' do
+      it 'destroys draft' do
+        delete path_draft_a, as: :json
+
+        expect(Ticket::SharedDraftStart).not_to be_exist draft_a.id
+      end
+
+      it 'returns 404 when draft does not exist' do
+        delete path_draft_nonexistant, as: :json
+
+        expect(response).to have_http_status(:not_found)
+      end
+
+      it 'returns 404 when user has no permissions to this draft' do
+        delete path_draft_b, as: :json
+
+        expect(response).to have_http_status(:not_found)
+      end
+
+      it 'returns error when user has no permissions', authenticated_as: :customer do
+        delete path_draft_b, as: :json
+
+        expect(response).to have_http_status(:forbidden)
+      end
+    end
+
+    describe '#import_attachments' do
+      let(:import_path) { "#{path_draft_a}/import_attachments" }
+      let(:import_params) do
+        {
+          form_id: form_id
+        }
+      end
+
+      it 'imports attachments from draft to given form ID' do
+        attach(id: draft_a.id, object_name: draft_a.class.name)
+
+        expect { post import_path, params: import_params, as: :json }
+          .to change { Store.list(object: 'UploadCache', o_id: form_id).count }
+          .by(1)
+      end
+
+      it 'returns success if draft has no attachments' do
+        post import_path, params: import_params, as: :json
+
+        expect(response).to have_http_status(:ok)
+      end
+    end
+  end
+
+  describe 'clean up' do
+    it 'removes draft when creating a ticket' do
+      post_new_ticket group_a.id, draft_a.id
+
+      expect(Ticket::SharedDraftStart).not_to be_exist(draft_a.id)
+    end
+
+    it 'not removes draft when fails creating a ticket' do
+      post_new_ticket group_a.id, draft_a.id, valid: false
+
+      expect(Ticket::SharedDraftStart).to be_exist(draft_a.id)
+    end
+
+    it 'raises error if draft is not applicable in this context' do
+      post_new_ticket group_b.id, draft_a.id
+
+      expect(response).to have_http_status(:unprocessable_entity)
+    end
+
+    it 'keeps draft if not applicable in this context' do
+      post_new_ticket group_b.id, draft_a.id
+
+      expect(Ticket::SharedDraftStart).to be_exist(draft_a.id)
+    end
+
+    it 'raises error if group does not support drafts' do
+      post_new_ticket group_c.id, draft_c.id
+
+      expect(response).to have_http_status(:unprocessable_entity)
+    end
+
+    it 'succeeds when draft does not exist' do
+      post_new_ticket group_a.id, 1_234
+
+      expect(response).to have_http_status(:created)
+    end
+
+    def post_new_ticket(group_id, shared_draft_id, valid: true)
+      params = {
+        title:           'a new ticket #1',
+        group_id:        group_id,
+        customer_id:     create(:customer).id,
+        shared_draft_id: shared_draft_id,
+        article:         {
+          content_type: 'text/plain',
+          body:         valid ? 'some body' : nil,
+          sender:       'Customer',
+          type:         'note',
+        },
+      }
+
+      post '/api/v1/tickets', params: params, as: :json
+    end
+  end
+
+  def attach(id:, object_name: 'UploadCache')
+    Store.add(
+      object:        object_name,
+      o_id:          id,
+      data:          File.binread(Rails.root.join('test/data/image/1x1.png')),
+      filename:      '1x1.png',
+      preferences:   {},
+      created_by_id: 1,
+    )
+  end
+end

spec/requests/ticket/shared_draft/zoom_controller_spec.rb

@@ -0,0 +1,236 @@
+# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
+
+require 'rails_helper'
+
+RSpec.describe 'Ticket Shared Drafts Zoom API endpoints', authenticated_as: :agent, type: :request do
+
+  let(:group) { create(:group, shared_drafts: true) }
+  let(:ticket) { create(:ticket, group: group) }
+
+  let(:agent) do
+    user = create(:agent)
+    user.user_groups.create! group: ticket.group, access: :full
+    user
+  end
+
+  let(:other_agent) { create(:agent) }
+
+  let(:path)              { "/api/v1/tickets/#{ticket.id}/shared_draft" }
+  let(:non_existant_path) { "/api/v1/tickets/a#{ticket.id}/shared_draft" }
+
+  describe 'request handling' do
+    describe '#show' do
+      it 'returns draft' do
+        draft = create(:ticket_shared_draft_zoom, ticket: ticket)
+
+        get path, as: :json
+
+        expect(json_response).to include('shared_draft_id' => draft.id)
+      end
+
+      it 'returns empty when draft does not exist' do
+        get path, as: :json
+
+        expect(json_response).to include('shared_draft_id' => nil)
+      end
+
+      it 'raises error when ticket does not exist' do
+        get non_existant_path, as: :json
+
+        expect(response).to have_http_status(:not_found)
+      end
+
+      it 'raises error when user has no permissions', authenticated_as: :other_agent do
+        get path, as: :json
+
+        expect(response).to have_http_status(:forbidden)
+      end
+    end
+
+    describe '#update' do
+      let(:form_id) { 12_345 }
+      let(:params) do
+        {
+          form_id:           form_id,
+          ticket_attributes: { attrs: true }
+        }
+      end
+
+      it 'creates draft if does not exist' do
+        put path, params: params, as: :json
+
+        shared_draft = ticket.reload_shared_draft
+
+        expect(shared_draft).to have_attributes(ticket_attributes: { attrs: true })
+      end
+
+      it 'creates draft with attachment if does not exist' do
+        attach(id: form_id)
+
+        put path, params: params, as: :json
+
+        shared_draft = ticket.reload_shared_draft
+
+        expect(shared_draft.attachments).to be_one
+      end
+
+      it 'updates draft' do
+        shared_draft = create(:ticket_shared_draft_zoom, ticket: ticket)
+
+        put path, params: params, as: :json
+
+        expect(shared_draft.reload).to have_attributes(ticket_attributes: { attrs: true })
+      end
+
+      it 'updates draft with attachment' do
+        shared_draft = create(:ticket_shared_draft_zoom, ticket: ticket)
+        attach(id: form_id)
+
+        put path, params: params, as: :json
+
+        expect(shared_draft.attachments).to be_one
+      end
+
+      it 'updates draft to have no attachments' do
+        shared_draft = create(:ticket_shared_draft_zoom, ticket: ticket)
+        attach(id: shared_draft.id, object_name: shared_draft.class.name)
+        attach(id: form_id)
+
+        put path, params: params, as: :json
+
+        expect(shared_draft.attachments).to be_one
+      end
+
+      it 'raises error when user has no permissions', authenticated_as: :other_agent do
+        put path, params: params, as: :json
+
+        expect(response).to have_http_status(:forbidden)
+      end
+    end
+
+    describe 'destroy' do
+      it 'destroys draft' do
+        draft = create(:ticket_shared_draft_zoom, ticket: ticket)
+
+        delete path, as: :json
+
+        expect(Ticket::SharedDraftZoom).not_to be_exists(draft.id)
+      end
+
+      it 'raises error if draft does not exist' do
+        delete non_existant_path, as: :json
+
+        expect(response).to have_http_status(:not_found)
+      end
+
+      it 'raises error when user has no permissions', authenticated_as: :other_agent do
+        delete path, as: :json
+
+        expect(response).to have_http_status(:forbidden)
+      end
+    end
+
+    describe 'import_attachments' do
+      let(:import_path) { "#{path}/import_attachments" }
+      let(:form_id)     { 456 }
+      let(:params) do
+        {
+          form_id: form_id,
+        }
+      end
+
+      it 'imports attachments from draft to given form ID' do
+        draft = create(:ticket_shared_draft_zoom, ticket: ticket)
+        attach(id: draft.id, object_name: draft.class.name)
+
+        expect { post import_path, params: params, as: :json }
+          .to change { Store.list(object: 'UploadCache', o_id: form_id).count }
+          .by(1)
+      end
+
+      it 'returns success if draft has no attachments' do
+        create(:ticket_shared_draft_zoom, ticket: ticket)
+
+        post import_path, params: params, as: :json
+
+        expect(response).to have_http_status(:ok)
+      end
+    end
+  end
+
+  describe 'clean up' do
+    let(:group) { create(:group, shared_drafts: true) }
+    let(:draft_a) { create(:ticket_shared_draft_zoom, ticket: create(:ticket, group: group)) }
+    let(:draft_b) { create(:ticket_shared_draft_zoom, ticket: create(:ticket, group: group)) }
+
+    before do
+      agent.user_groups.create! group: group, access: :full
+    end
+
+    it 'removes draft when updating a ticket' do
+      put_ticket_update(draft_a.ticket.id, draft_a.id)
+
+      expect(Ticket::SharedDraftZoom).not_to be_exist(draft_a.id)
+    end
+
+    it 'not removes draft when fails updating a ticket' do
+      put_ticket_update(draft_a.ticket.id, draft_a.id, valid: false)
+
+      expect(Ticket::SharedDraftZoom).to be_exist(draft_a.id)
+    end
+
+    it 'raises error if draft is not applicable in this context' do
+      put_ticket_update(draft_a.ticket.id, draft_b.id)
+
+      expect(response).to have_http_status(:unprocessable_entity)
+    end
+
+    it 'keeps draft if not applicable in this context' do
+      put_ticket_update(draft_a.ticket.id, draft_b.id)
+
+      expect(Ticket::SharedDraftZoom).to be_exist(draft_b.id)
+    end
+
+    it 'succeeds even if group is not eligible anymore' do
+      group.update(shared_drafts: false)
+      put_ticket_update(draft_a.ticket.id, 1234)
+
+      expect(response).to have_http_status(:ok)
+    end
+
+    it 'removes given draft even if group is not eligible anymore' do
+      group.update(shared_drafts: false)
+      put_ticket_update(draft_a.ticket.id, draft_a.id)
+
+      expect(Ticket::SharedDraftZoom).not_to be_exist(draft_a.id)
+    end
+
+    it 'succeeds when draft does not exist' do
+      put_ticket_update(draft_a.ticket.id, 1234)
+
+      expect(response).to have_http_status(:ok)
+    end
+
+    def put_ticket_update(ticket_id, shared_draft_id, valid: true)
+      params = {
+        article: {
+          body:            valid ? 'some body' : nil,
+          shared_draft_id: shared_draft_id
+        }
+      }
+
+      put "/api/v1/tickets/#{ticket_id}", params: params, as: :json
+    end
+  end
+
+  def attach(id:, object_name: 'UploadCache')
+    Store.add(
+      object:        object_name,
+      o_id:          id,
+      data:          File.binread(Rails.root.join('test/data/image/1x1.png')),
+      filename:      '1x1.png',
+      preferences:   {},
+      created_by_id: 1,
+    )
+  end
+end

spec/support/capybara/selectors.rb

@@ -53,3 +53,19 @@ end
 Capybara.add_selector(:task_with) do
   css { |task_key| ".tasks .task[data-key='#{task_key}']" }
 end
+
+Capybara.add_selector(:draft_sidebar_button) do
+  css { '.tabsSidebar-tab[data-tab=shared_draft]' }
+end
+
+Capybara.add_selector(:draft_sidebar) do
+  css { '.shared-drafts-manage' }
+end
+
+Capybara.add_selector(:draft_share_button) do
+  css { '.attributeBar-draft' }
+end
+
+Capybara.add_selector(:draft_save_button) do
+  css { '.js-dropdownActionSaveDraft' }
+end

spec/system/ticket/shared_draft_start_spec.rb

@@ -0,0 +1,239 @@
+# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
+
+require 'rails_helper'
+
+RSpec.describe 'Ticket Shared Draft Start', type: :system, authenticated_as: :authenticate do
+  let(:group)               { create(:group, shared_drafts: group_shared_drafts) }
+  let(:group_access)        { :full }
+  let(:group_shared_drafts) { true }
+  let(:draft)               { create(:ticket_shared_draft_start, group: group, content: draft_content) }
+  let(:draft_body)          { 'draft body' }
+  let(:draft_options)       { { priority_id: '3' } }
+
+  let(:draft_content) do
+    {
+      body: draft_body
+    }.merge draft_options
+  end
+
+  let(:user) do
+    user = create(:agent)
+    user.user_groups.create! group: group, access: group_access
+    user
+  end
+
+  def authenticate
+    draft
+    user
+  end
+
+  before do
+    click '.settings.add'
+  end
+
+  context 'sidebar' do
+    context 'given multiple groups' do
+      let(:another_group) { create(:group, shared_drafts: false) }
+
+      def authenticate
+        user.user_groups.create! group: another_group, access: :full
+        user
+      end
+
+      it 'not visible without group selected' do
+        expect(page).to have_no_selector :draft_sidebar_button
+      end
+
+      it 'not visible when group with disabled draft selected' do
+        within(:active_content) do
+          select another_group.name, from: 'group_id'
+        end
+
+        expect(page).to have_no_selector :draft_sidebar_button
+      end
+
+      it 'visible when group with active draft selected' do
+        within(:active_content) do
+          select group.name, from: 'group_id'
+        end
+
+        expect(page).to have_selector :draft_sidebar_button
+      end
+    end
+
+    context 'when single group' do
+      it 'visible' do
+        expect(page).to have_selector :draft_sidebar_button
+      end
+
+      context 'when drafts disabled' do
+        let(:group_shared_drafts) { false }
+
+        it 'not visible' do
+          expect(page).to have_no_selector :draft_sidebar_button
+        end
+      end
+    end
+  end
+
+  context 'create' do
+    before { click :draft_sidebar_button }
+
+    it 'prevents a draft creation without name' do
+      within :draft_sidebar do
+        expect { click '.js-create' }
+          .to change { has_css? '.has-error', wait: false }
+          .to true
+      end
+    end
+
+    it 'create a draft with name' do
+      within :draft_sidebar do
+        find('.js-name').fill_in with: 'Draft Name'
+
+        expect { click '.js-create' }
+          .to change { Ticket::SharedDraftStart.count }
+          .by 1
+      end
+    end
+  end
+
+  context 'update' do
+    before do
+      attach(id: draft.id, object_name: draft.class.name)
+      click :draft_sidebar_button
+
+      within :draft_sidebar do
+        click '.label-subtle'
+      end
+
+      in_modal do
+        click '.js-submit'
+      end
+    end
+
+    it 'changes content' do
+      within :active_content do
+        find(:richtext).send_keys('add update')
+        click '.js-update'
+      end
+
+      expect(draft.reload.content['body']).to match %r{add update}
+    end
+
+    it 'changes name' do
+      within :active_content do
+        find('.js-name').fill_in with: 'new name'
+        click '.js-update'
+      end
+
+      expect(draft.reload.name).to eq 'new name'
+    end
+
+    it 'requires name' do
+      within :draft_sidebar do
+        find('.js-name').fill_in with: ''
+
+        expect { click '.js-update' }
+          .to change { has_css? '.has-error', wait: false }
+          .to true
+      end
+    end
+
+    it 'saves as copy' do
+      within :draft_sidebar do
+        expect { click '.js-create' }
+          .to change { Ticket::SharedDraftStart.count }
+          .by 1
+      end
+    end
+  end
+
+  context 'delete' do
+    it 'works' do
+      click :draft_sidebar_button
+
+      within :draft_sidebar do
+        click '.label-subtle'
+      end
+
+      in_modal do
+        click '.js-delete'
+      end
+
+      click_on 'Yes'
+
+      expect(Ticket::SharedDraftStart).not_to be_exist(draft.id)
+
+      within :draft_sidebar do
+        expect(page).to have_no_text(draft.name)
+      end
+    end
+  end
+
+  context 'preview' do
+    before do
+      click :draft_sidebar_button
+
+      within :draft_sidebar do
+        click '.label-subtle'
+      end
+    end
+
+    it 'shows body' do
+      in_modal disappears: false do
+        expect(page).to have_text(draft_body)
+      end
+    end
+
+    it 'shows author' do
+      in_modal disappears: false do
+        expect(page).to have_text(User.find(draft.created_by_id).fullname)
+      end
+    end
+  end
+
+  context 'apply' do
+    before do
+      attach(id: draft.id, object_name: draft.class.name)
+      click :draft_sidebar_button
+
+      within :draft_sidebar do
+        click '.label-subtle'
+      end
+
+      in_modal do
+        click '.js-submit'
+      end
+    end
+
+    it 'applies body' do
+      within :active_content do
+        expect(page).to have_text draft_body
+      end
+    end
+
+    it 'applies meta' do
+      within :active_content do
+        expect(find('[name=priority_id]').value).to eq draft_options[:priority_id]
+      end
+    end
+
+    it 'applies attachment' do
+      within :active_content do
+        expect(page).to have_text('1x1.png')
+      end
+    end
+  end
+
+  def attach(id:, object_name: 'UploadCache')
+    Store.add(
+      object:        object_name,
+      o_id:          id,
+      data:          File.binread(Rails.root.join('test/data/image/1x1.png')),
+      filename:      '1x1.png',
+      preferences:   {},
+      created_by_id: 1,
+    )
+  end
+end

spec/system/ticket/shared_draft_zoom_spec.rb

@@ -0,0 +1,240 @@
+# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
+
+require 'rails_helper'
+
+RSpec.describe 'Ticket Shared Draft Zoom', type: :system, authenticated_as: :authenticate do
+  let(:group)               { create(:group, shared_drafts: group_shared_drafts) }
+  let(:group_access)        { :full }
+  let(:group_shared_drafts) { true }
+  let(:ticket)              { create(:ticket, group: group) }
+  let(:ticket_with_draft)   { create(:ticket, group: group) }
+  let(:draft_body)          { 'draft here' }
+
+  let(:draft) do
+    create(:ticket_shared_draft_zoom,
+           ticket:            ticket_with_draft,
+           new_article:       { body: draft_body, type: 'note', internal: true },
+           ticket_attributes: { priority_id: '3' })
+  end
+
+  let(:user) do
+    user = create(:agent)
+    user.user_groups.create! group: group, access: group_access
+    user
+  end
+
+  def authenticate
+    draft
+    user
+  end
+
+  before do
+    visit "ticket/zoom/#{ticket.id}"
+  end
+
+  context 'buttons' do
+    context 'when drafts disabled for the group' do
+      let(:group_shared_drafts) { false }
+
+      it 'share button not visible' do
+        expect(page).to have_no_selector :draft_share_button
+      end
+
+      it 'save button not visible' do
+        click '.js-openDropdownMacro'
+
+        expect(page).to have_no_selector :draft_save_button
+      end
+    end
+
+    context 'when drafts enabled for the group' do
+      it 'share button not visible initially' do
+        expect(page).to have_no_selector :draft_share_button
+      end
+
+      it 'save button visible' do
+        expect(page).to have_selector(:draft_save_button, visible: :all)
+      end
+
+      it 'share button visible when draft exists' do
+        visit "ticket/zoom/#{ticket_with_draft.id}"
+
+        within :active_content do
+          expect(page).to have_selector :draft_share_button
+        end
+      end
+
+      it 'share button appears when other user creates draft' do
+        create(:ticket_shared_draft_zoom, ticket: ticket)
+
+        expect(page).to have_selector :draft_share_button
+      end
+    end
+
+    context 'when insufficient permissions' do
+      let(:group_access) { :read }
+
+      it 'share button not visible when draft exists' do
+        visit "ticket/zoom/#{ticket_with_draft.id}"
+
+        within :active_content do
+          expect(page).to have_no_selector :draft_share_button
+        end
+      end
+
+      it 'save button not visible' do
+        click '.js-openDropdownMacro'
+
+        expect(page).to have_no_selector :draft_save_button
+      end
+    end
+  end
+
+  context 'preview' do
+    before do
+      visit "ticket/zoom/#{ticket_with_draft.id}"
+
+      within :active_content do
+        click :draft_share_button
+      end
+    end
+
+    it 'shows content' do
+      in_modal disappears: false do
+        expect(page).to have_text draft_body
+      end
+    end
+
+    it 'shows author' do
+      in_modal disappears: false do
+        expect(page).to have_text(User.find(draft.created_by_id).fullname)
+      end
+    end
+  end
+
+  context 'delete' do
+    it 'works' do
+      visit "ticket/zoom/#{ticket_with_draft.id}"
+
+      within :active_content do
+        click :draft_share_button
+      end
+
+      in_modal do
+        click '.js-delete'
+      end
+
+      click_on 'Yes'
+
+      within :active_content do
+        expect(page).to have_no_selector :draft_share_button
+      end
+    end
+
+    it 'hides button when another user deletes' do
+      visit "ticket/zoom/#{ticket_with_draft.id}"
+
+      draft.destroy
+
+      within :active_content do
+        expect(page).to have_no_selector :draft_share_button
+      end
+    end
+  end
+
+  context 'save' do
+    it 'creates new draft' do
+      find('.articleNewEdit-body').send_keys('Some reply')
+
+      click '.js-openDropdownMacro'
+
+      expect { click :draft_save_button }
+        .to change { ticket.reload.shared_draft.present? }
+        .to true
+    end
+
+    it 'shows overwrite warning when draft exists' do
+      visit "ticket/zoom/#{ticket_with_draft.id}"
+
+      within :active_content do
+        find('.articleNewEdit-body').send_keys('another reply')
+        click '.js-openDropdownMacro'
+        click :draft_save_button
+      end
+
+      in_modal do
+        click '.js-submit'
+      end
+
+      expect(draft.reload.new_article[:body]).to match %r{another reply}
+    end
+
+    context 'draft loaded' do
+      before do
+        visit "ticket/zoom/#{ticket_with_draft.id}"
+
+        click :draft_share_button
+
+        in_modal do
+          click '.js-submit'
+        end
+      end
+
+      it 'updates existing draft' do
+        click '.js-openDropdownMacro'
+        click :draft_save_button
+
+        expect(draft.reload.new_article[:body]).to match %r{draft here}
+      end
+
+      it 'shows overwrite warning when draft edited after loading' do
+        find('.articleNewEdit-body').send_keys('another reply')
+        click '.js-openDropdownMacro'
+        click :draft_save_button
+
+        in_modal do
+          click '.js-submit'
+        end
+
+        expect(draft.reload.new_article[:body]).to match %r{another reply}
+      end
+    end
+  end
+
+  context 'apply' do
+    before do
+      attach(id: draft.id, object_name: draft.class.name)
+
+      visit "ticket/zoom/#{ticket_with_draft.id}"
+
+      click :draft_share_button
+
+      in_modal do
+        click '.js-submit'
+      end
+    end
+
+    it 'applies new article body' do
+      expect(page).to have_text draft_body
+    end
+
+    it 'applies sidebar changes' do
+      expect(find('[name=priority_id]').value).to eq draft.ticket_attributes[:priority_id]
+    end
+
+    it 'applies attachment' do
+      expect(page).to have_text('1x1.png')
+    end
+  end
+
+  def attach(id:, object_name: 'UploadCache')
+    Store.add(
+      object:        object_name,
+      o_id:          id,
+      data:          File.binread(Rails.root.join('test/data/image/1x1.png')),
+      filename:      '1x1.png',
+      preferences:   {},
+      created_by_id: 1,
+    )
+  end
+end