Redmine

Hello!

Can you give a hand with my task?

1) I have the task to transform the "Redmine" into a bug tracking system.
I need to remake the "Redmine" identical to a tech support systems (Service Desk or Help Desk).
What plug-ins will you recommend for this task?
For example of a phishing email using the IMAP protocol (crontab command)

/1 * * * * rake -f /opt/redmine/Rakefile —silent redmine??receive_imap RAILS_ENV="production" host= username= password=*** port=143 project=quests allow_override=project

The command creates user requests, but this is not enough for the full operational the "Redmine".
Maybe you has faced a similar problem and will advise the solution or suggest ideas.
I would be very grateful.

2) The firm is divided into several parts. It has main territorial offices and many stores.
Users have a very low level of technical. It is very difficult to get them to write requests in email.
I have a task to mark each incoming request, which refers to the territorial office or store.
We have created a custom field where the drop-down list specify the territorial offices and mark each request manually. It was not very convenient.
We will be useful to know whether there was plug-in that checks which group enters the user into and indicates the mark automatically or will we be creating a such plug-in autonomously?

Thank you so much for your help.
Have a nice day!