[Zurich] admin workflow changes available states

See mysociety/FixMyStreet-Commercial#690

 - external_message for Extern/Wunsch states
 - as per PDF mockups, the "public response" field is now editable
   from more states, namely:
    - Ruckmeldung ausstehend
    - Extern
    - Zustandigkeit unbekannt
    - Wunsch
    - Nicht kontaktierbar
    - Unsichtbar
 - test fixes
    NB: slight hack to reorder Zurich report_display tests
    As these remove 'investigating' from hidden_states, these break
    tests for default cobrand (the FMS::App code expects to be called
    once on request start, not multiple times within one test)
 - Not contactable button
    and tests for this and the similar `send_back` functionality
    (previously untested).
    NB: Unsure why we need to specify form_number=2 just for these submits,
    but test won't find the buttons otherwise.
 - Make sure SDMs' "time_spent" figure is recorded.
   (See mysociety/FixMyStreet-Commercial#718)

11 files changed, 558 insertions, 279 deletions

diff --git a/perllib/FixMyStreet/Cobrand/Zurich.pm b/perllib/FixMyStreet/Cobrand/Zurich.pm
index c08d48161..908550adb 100644
--- a/perllib/FixMyStreet/Cobrand/Zurich.pm
+++ b/perllib/FixMyStreet/Cobrand/Zurich.pm
@@ -545,10 +545,23 @@ sub admin_report_edit {
         my $internal_note_text = "";
 
         # Workflow things
+        #
+        #   Note that 2 types of email may be sent
+        #    1) _admin_send_email()  sends an email to the *user*, if their email is confirmed
+        #    2) setting $problem->whensent(undef) may make it eligible for generating an email
+        #   to the body (internal or external).  See DBRS::Problem->send_reports for Zurich-
+        #   specific categories which are eligible for this.
+
         my $redirect = 0;
-        my $new_cat = $c->get_param('category');
-        if ( $new_cat && $new_cat ne $problem->category ) {
-            my $cat = $c->model('DB::Contact')->search( { category => $c->get_param('category') } )->first;
+        my $new_cat = $c->get_param('category') || '';
+        my $state = $c->get_param('state') || '';
+
+        if (
+            ($state eq 'confirmed') 
+            && $new_cat
+            && $new_cat ne $problem->category
+        ) {
+            my $cat = $c->model('DB::Contact')->search({ category => $c->get_param('category') } )->first;
             my $old_cat = $problem->category;
             $problem->category( $new_cat );
             $problem->external_body( undef );
@@ -565,16 +578,40 @@ sub admin_report_edit {
             $problem->bodies_str( $subdiv );
             $problem->whensent( undef );
             $redirect = 1;
-        } elsif ( my $external = $c->get_param('body_external') ) {
+        } elsif ( my $external = $c->get_param('body_external') and $state =~/^(closed|investigating)$/) {
+            # Extern | Wish
+            my $external_body = $c->model('DB::Body')->find($external)
+                or die "Body $external not found";
             $problem->set_extra_metadata_if_undefined( moderated_overdue => $self->overdue( $problem ) );
-            $self->set_problem_state($c, $problem, 'closed');
             $problem->set_extra_metadata_if_undefined( closed_overdue => $self->overdue( $problem ) );
             $problem->external_body( $external );
             $problem->whensent( undef );
-            _admin_send_email( $c, 'problem-external.txt', $problem );
+            $self->set_problem_state($c, $problem, $state);
+            if ( my $external_message = $c->req->params->{external_message} ) {
+                $problem->add_to_comments( {
+                    text => (
+                        sprintf '(%s %s) %s',
+                        $state eq 'closed' ?
+                            _('Forwarded to external body') :
+                            _('Forwarded wish to external body'),
+                        $external_body->name,
+                        $external_message,
+                    ),
+                    user => $c->user->obj,
+                    state => 'hidden', # seems best fit, should not be shown publicly
+                    mark_fixed => 0,
+                    anonymous => 1,
+                    extra => { is_internal_note => 1, is_external_message => 1 },
+                } );
+                # set the external_message in extra, so that it will be picked up
+                # later by send-reports
+                $problem->set_extra_metadata( external_message => $external_message );
+            }
+            my $template = ($state eq 'investigating') ? 'problem-wish.txt' : 'problem-external.txt';
+            _admin_send_email( $c, $template, $problem );
             $redirect = 1;
         } else {
-            if (my $state = $c->get_param('state')) {
+            if ($state) {
 
                 if ($problem->state eq 'unconfirmed' and $state ne 'unconfirmed') {
                     # only set this for the first state change
@@ -606,6 +643,7 @@ sub admin_report_edit {
                 _admin_send_email( $c, 'problem-closed.txt', $problem );
             }
         }
+        $c->stash->{default_public_response} = "\nFreundliche Grüsse\n\nIhre Stadt Zürich\n";
 
         $problem->lastupdate( \'current_timestamp' );
         $problem->update;
@@ -642,6 +680,7 @@ sub admin_report_edit {
           ->search( { problem_id => $problem->id }, { order_by => 'created' } )
           ->all ];
 
+        $self->stash_states($problem);
         return 1;
     }
 
@@ -650,15 +689,26 @@ sub admin_report_edit {
         # Has cut-down edit template for adding update and sending back up only
         $c->stash->{template} = 'admin/report_edit-sdm.html';
 
-        if ($c->get_param('send_back')) {
+        if ($c->get_param('send_back') or $c->get_param('not_contactable')) {
+            # SDM can send back a report either to be assigned to a different
+            # subdivision, or because the customer was not contactable.
+            # We handle these in the same way but with different statuses.
+
             $c->forward('check_token');
 
+            my $not_contactable = $c->req->param('not_contactable');
+
             $problem->bodies_str( $body->parent->id );
-            $self->set_problem_state($c, $problem, 'confirmed');
+            my $new_state = $not_contactable ? 'partial' : 'confirmed';
+            $self->set_problem_state($c, $problem, $new_state);
             $problem->update;
-            # log here
+            $c->forward( 'log_edit', [ $problem->id, 'problem', 
+                $not_contactable ?
+                    _('Customer not contactable')
+                    : _('Sent report back') ] );
+            # Make sure the problem's time_spent is updated
+            $self->update_admin_log($c, $problem);
             $c->res->redirect( '/admin/summary' );
-
         } elsif ($c->get_param('submit')) {
             $c->forward('check_token');
 
@@ -683,6 +733,8 @@ sub admin_report_edit {
                     anonymous => 1,
                 } );
             }
+            # Make sure the problem's time_spent is updated
+            $self->update_admin_log($c, $problem);
 
             $c->stash->{status_message} = '<p><em>' . _('Updated!') . '</em></p>';
 
@@ -701,14 +753,93 @@ sub admin_report_edit {
             ->search( { problem_id => $problem->id }, { order_by => 'created' } )
             ->all ];
 
+        $self->stash_states($problem);
         return 1;
 
     }
 
+    $self->stash_states($problem);
     return 0;
 
 }
 
+sub stash_states {
+    my ($self, $problem) = @_;
+    my $c = $self->{c};
+
+    # current problem state affects which states are visible in dropdowns
+    my @states = (
+        {
+            # Erfasst
+            state => 'unconfirmed',
+            trans => _('Submitted'),
+            unconfirmed => 1,
+            hidden => 1,
+        },
+        {
+            # Aufgenommen
+            state => 'confirmed',
+            trans => _('Open'),
+            unconfirmed => 1,
+        },
+        {
+            # Rueckmeldung ausstehend
+            state => 'planned',
+            trans => _('Planned'),
+        },
+        {
+            # Unsichtbar (hidden)
+            state => 'hidden',
+            trans => _('Hidden'),
+            unconfirmed => 1,
+            hidden => 1,
+        },
+        {
+            # Extern
+            state => 'closed',
+            trans => _('Extern'),
+        },
+        {
+            # Zustaendigkeit unbekannt
+            state => 'unable to fix',
+            trans => _('Jurisdiction unknown'),
+        },
+        {
+            # Wunsch (hidden)
+            state => 'investigating',
+            trans => _('Wish'),
+        },
+        {
+            # Nicht kontaktierbar (hidden)
+            state => 'partial',
+            trans => _('Not contactable'),
+        },
+    );
+    my $state = $problem->state;
+    if ($state eq 'in progress') {
+        push @states, {
+            state => 'in progress',
+            trans => _('In progress'),
+        };
+    }
+    elsif ($state eq 'fixed - council') {
+        push @states, {
+            state => 'fixed - council',
+            trans => _('Closed'),
+        };
+    }
+    elsif ($state =~/^(hidden|unconfirmed)$/) {
+        @states = grep { $_->{$state} } @states;
+    }
+    $c->stash->{states} = \@states;
+}
+
+=head2 _admin_send_email
+
+Send an email to the B<user> who logged the problem, if their email address is confirmed.
+
+=cut
+
 sub _admin_send_email {
     my ( $c, $template, $problem ) = @_;
 
diff --git a/perllib/FixMyStreet/DB/ResultSet/Problem.pm b/perllib/FixMyStreet/DB/ResultSet/Problem.pm
index f01ddfff1..40076d374 100644
--- a/perllib/FixMyStreet/DB/ResultSet/Problem.pm
+++ b/perllib/FixMyStreet/DB/ResultSet/Problem.pm
@@ -247,7 +247,7 @@ sub send_reports {
     my $site = $site_override || CronFns::site($base_url);
 
     my $states = [ 'confirmed', 'fixed' ];
-    $states = [ 'unconfirmed', 'confirmed', 'in progress', 'planned', 'closed' ] if $site eq 'zurich';
+    $states = [ 'unconfirmed', 'confirmed', 'in progress', 'planned', 'closed', 'investigating' ] if $site eq 'zurich';
     my $unsent = $rs->search( {
         state => $states,
         whensent => undef,
diff --git a/perllib/FixMyStreet/SendReport/Zurich.pm b/perllib/FixMyStreet/SendReport/Zurich.pm
index 40417b41e..a5df06ee3 100644
--- a/perllib/FixMyStreet/SendReport/Zurich.pm
+++ b/perllib/FixMyStreet/SendReport/Zurich.pm
@@ -12,6 +12,7 @@ sub build_recipient_list {
     if ( $row->external_body ) {
         $body = FixMyStreet::App->model("DB::Body")->find( { id => $row->external_body } );
         $h->{bodies_name} = $body->name;
+        $h->{external_message} = $row->get_extra_metadata('external_message') || '';
     }
     my $body_email = $body->endpoint;
 
@@ -39,6 +40,8 @@ sub get_template {
         $template = 'submit-in-progress.txt';
     } elsif ( $row->state eq 'planned' ) {
         $template = 'submit-feedback-pending.txt';
+    } elsif ( $row->state eq 'investigating' ) {
+        $template = 'submit-external-wish.txt';
     } elsif ( $row->state eq 'closed' ) {
         $template = 'submit-external.txt';
         if ( $row->extra->{third_personal} ) {
diff --git a/t/app/controller/report_display.t b/t/app/controller/report_display.t
index 002cdc1e5..c863f829f 100644
--- a/t/app/controller/report_display.t
+++ b/t/app/controller/report_display.t
@@ -96,19 +96,6 @@ subtest "change report to unconfirmed and check for 404 status" => sub {
 };
 
 
-subtest "Zurich unconfirmeds are 200" => sub {
-    FixMyStreet::override_config {
-        ALLOWED_COBRANDS => [ 'zurich' ],
-    }, sub {
-        $mech->host( 'zurich.example.com' );
-        ok $report->update( { state => 'unconfirmed' } ), 'unconfirm report';
-        $mech->get_ok("/report/$report_id");
-        $mech->content_contains( '&Uuml;berpr&uuml;fung ausstehend' );
-        ok $report->update( { state => 'confirmed' } ), 'confirm report again';
-        $mech->host( 'www.fixmystreet.com' );
-    };
-};
-
 subtest "change report to hidden and check for 410 status" => sub {
     ok $report->update( { state => 'hidden' } ), 'hide report';
     ok $mech->get("/report/$report_id"), "get '/report/$report_id'";
@@ -400,6 +387,67 @@ for my $test (
     };
 }
 
+my $body_westminster = $mech->create_body_ok(2504, 'Westminster City Council');
+my $body_camden = $mech->create_body_ok(2505, 'Camden Borough Council');
+
+for my $test ( 
+    {
+        desc => 'no state dropdown if user not from authority',
+        from_body => undef,
+        no_state => 1,
+        report_body => $body_westminster->id,
+    },
+    {
+        desc => 'state dropdown if user from authority',
+        from_body => $body_westminster->id,
+        no_state => 0,
+        report_body => $body_westminster->id,
+    },
+    {
+        desc => 'no state dropdown if user not from same body as problem',
+        from_body => $body_camden->id,
+        no_state => 1,
+        report_body => $body_westminster->id,
+    },
+    {
+        desc => 'state dropdown if user from authority and problem sent to multiple bodies',
+        from_body => $body_westminster->id,
+        no_state => 0,
+        report_body => $body_westminster->id . ',2506',
+    },
+) {
+    subtest $test->{desc} => sub {
+        $mech->log_in_ok( $user->email );
+        $user->from_body( $test->{from_body} );
+        $user->update;
+
+        $report->discard_changes;
+        $report->bodies_str( $test->{report_body} );
+        $report->update;
+
+        $mech->get_ok("/report/$report_id");
+        my $fields = $mech->visible_form_values( 'updateForm' );
+        if ( $test->{no_state} ) {
+            ok !$fields->{state};
+        } else {
+            ok $fields->{state};
+        }
+    };
+}
+
+subtest "Zurich unconfirmeds are 200" => sub {
+    FixMyStreet::override_config {
+        ALLOWED_COBRANDS => [ 'zurich' ],
+    }, sub {
+        $mech->host( 'zurich.example.com' );
+        ok $report->update( { state => 'unconfirmed' } ), 'unconfirm report';
+        $mech->get_ok("/report/$report_id");
+        $mech->content_contains( '&Uuml;berpr&uuml;fung ausstehend' );
+        ok $report->update( { state => 'confirmed' } ), 'confirm report again';
+        $mech->host( 'www.fixmystreet.com' );
+    };
+};
+
 subtest "Zurich banners are displayed correctly" => sub {
   FixMyStreet::override_config {
     ALLOWED_COBRANDS => [ 'zurich' ],
@@ -428,8 +476,8 @@ subtest "Zurich banners are displayed correctly" => sub {
         {
             description => 'closed report',
             state => 'closed',
-            banner_id => 'fixed',
-            banner_text => 'Beantwortet',
+            banner_id => 'closed',
+            banner_text => _('Extern'),
         },
         {
             description => 'in progress report',
@@ -443,6 +491,21 @@ subtest "Zurich banners are displayed correctly" => sub {
             banner_id => 'progress',
             banner_text => 'In Bearbeitung',
         },
+        {
+            description => 'planned report',
+            state => 'planned',
+            banner_id => 'progress',
+            banner_text => 'In Bearbeitung',
+        },
+        {
+            description => 'jurisdiction unknown',
+            state => 'unable to fix',
+            banner_id => 'fixed',
+            # We can't use _('Jurisdiction Unknown') here because
+            # TestMech::extract_problem_banner decodes the HTML entities before
+            # the string is passed back.
+            banner_text => 'Zust\x{e4}ndigkeit unbekannt',
+        },
     ) {
         subtest "banner for $test->{description}" => sub {
             $report->state( $test->{state} );
@@ -470,53 +533,6 @@ subtest "Zurich banners are displayed correctly" => sub {
   };
 };
 
-my $body_westminster = $mech->create_body_ok(2504, 'Westminster City Council');
-my $body_camden = $mech->create_body_ok(2505, 'Camden Borough Council');
-
-for my $test ( 
-    {
-        desc => 'no state dropdown if user not from authority',
-        from_body => undef,
-        no_state => 1,
-        report_body => $body_westminster->id,
-    },
-    {
-        desc => 'state dropdown if user from authority',
-        from_body => $body_westminster->id,
-        no_state => 0,
-        report_body => $body_westminster->id,
-    },
-    {
-        desc => 'no state dropdown if user not from same body as problem',
-        from_body => $body_camden->id,
-        no_state => 1,
-        report_body => $body_westminster->id,
-    },
-    {
-        desc => 'state dropdown if user from authority and problem sent to multiple bodies',
-        from_body => $body_westminster->id,
-        no_state => 0,
-        report_body => $body_westminster->id . ',2506',
-    },
-) {
-    subtest $test->{desc} => sub {
-        $mech->log_in_ok( $user->email );
-        $user->from_body( $test->{from_body} );
-        $user->update;
-
-        $report->discard_changes;
-        $report->bodies_str( $test->{report_body} );
-        $report->update;
-
-        $mech->get_ok("/report/$report_id");
-        my $fields = $mech->visible_form_values( 'updateForm' );
-        if ( $test->{no_state} ) {
-            ok !$fields->{state};
-        } else {
-            ok $fields->{state};
-        }
-    };
-}
 
 END {
     $mech->delete_user('test@example.com');
diff --git a/t/cobrand/zurich.t b/t/cobrand/zurich.t
index 5dbbc3bbe..1b059e192 100644
--- a/t/cobrand/zurich.t
+++ b/t/cobrand/zurich.t
@@ -28,7 +28,9 @@ ok $sample_file->exists, "sample file $sample_file exists";
 my $sample_photo = $sample_file->slurp_raw;
 
 # This is a helper method that will send the reports but with the config
-# correctly set - notably SEND_REPORTS_ON_STAGING needs to be true.
+# correctly set - notably SEND_REPORTS_ON_STAGING needs to be true, and
+# zurich must be allowed cobrand if we want to be able to call cobrand
+# methods on it.
 sub send_reports_for_zurich {
     FixMyStreet::override_config {
         SEND_REPORTS_ON_STAGING => 1,
@@ -41,16 +43,13 @@ sub send_reports_for_zurich {
 sub reset_report_state {
     my ($report, $created) = @_;
     $report->discard_changes;
-    my $extra = $report->extra;
-    delete $extra->{moderated_overdue};
-    delete $extra->{subdiv_overdue};
-    delete $extra->{closed_overdue};
+    $report->unset_extra_metadata('moderated_overdue');
+    $report->unset_extra_metadata('subdiv_overdue');
+    $report->unset_extra_metadata('closed_overdue');
     $report->whensent(undef);
-    $report->update({
-        extra   => { %$extra },
-        state   => 'unconfirmed',
-        $created ? ( created => $created ) : (),
-    });
+    $report->state('unconfirmed');
+    $report->created($created) if $created;
+    $report->update;
 }
 
 use FixMyStreet::TestMech;
@@ -158,6 +157,9 @@ subtest "changing of categories" => sub {
         );
     }
 
+    # full Categories dropdown is hidden for unconfirmed reports
+    $report->update({ state => 'confirmed' });
+
     # put report into known category
     my $original_category = $report->category;
     $report->update({ category => 'Cat1' });
@@ -213,7 +215,9 @@ sub get_moderated_count {
 
 subtest "report_edit" => sub {
 
-    ok ( ! exists ${$report->extra}{moderated_overdue}, 'Report currently unmoderated' );
+    reset_report_state($report);
+
+    ok ( ! $report->get_extra_metadata('moderated_overdue'), 'Report currently unmoderated' );
 
     is get_moderated_count(), 0;
 
@@ -236,7 +240,7 @@ subtest "report_edit" => sub {
 
     $report->discard_changes;
 
-    is ( $report->extra->{moderated_overdue}, 0, 'Report now marked moderated' );
+    is ( $report->get_extra_metadata('moderated_overdue'), 0, 'Report now marked moderated' );
     is get_moderated_count(), 1;
 
 
@@ -254,7 +258,7 @@ subtest "report_edit" => sub {
         $mech->get_ok( '/report/' . $report->id );
     };
     $report->discard_changes;
-    is ( $report->extra->{moderated_overdue}, 1, 'moderated_overdue set correctly when overdue' );
+    is ( $report->get_extra_metadata('moderated_overdue'), 1, 'moderated_overdue set correctly when overdue' );
     is get_moderated_count(), 0, 'Moderated count not increased when overdue';
 
     reset_report_state($report, $created);
@@ -267,8 +271,8 @@ subtest "report_edit" => sub {
         $mech->get_ok( '/report/' . $report->id );
     };
     $report->discard_changes;
-    is ( $report->extra->{moderated_overdue}, 0, 'Marking confirmed sets moderated_overdue' );
-    is ( $report->extra->{closed_overdue}, undef, 'Marking confirmed does NOT set closed_overdue' );
+    is ( $report->get_extra_metadata('moderated_overdue'), 0, 'Marking confirmed sets moderated_overdue' );
+    is ( $report->get_extra_metadata('closed_overdue'), undef, 'Marking confirmed does NOT set closed_overdue' );
     is get_moderated_count(), 1;
 
     FixMyStreet::override_config {
@@ -279,14 +283,14 @@ subtest "report_edit" => sub {
         $mech->get_ok( '/admin/report_edit/' . $report->id );
     };
     $report->discard_changes;
-    is ( $report->extra->{moderated_overdue}, 0, 'Still marked moderated_overdue' );
-    is ( $report->extra->{closed_overdue},    0, 'Marking hidden also set closed_overdue' );
+    is ( $report->get_extra_metadata('moderated_overdue'), 0, 'Still marked moderated_overdue' );
+    is ( $report->get_extra_metadata('closed_overdue'),    0, 'Marking hidden also set closed_overdue' );
     is get_moderated_count(), 1, 'Check still counted moderated'
         or diag $report->get_column('extra');
 
     reset_report_state($report);
 
-    is ( $report->extra->{moderated_overdue}, undef, 'Sanity check' );
+    is ( $report->get_extra_metadata('moderated_overdue'), undef, 'Sanity check' );
     is get_moderated_count(), 0;
 
     # Check that setting to 'hidden' also triggers moderation
@@ -298,8 +302,8 @@ subtest "report_edit" => sub {
         $mech->get_ok( '/admin/report_edit/' . $report->id );
     };
     $report->discard_changes;
-    is ( $report->extra->{moderated_overdue}, 0, 'Marking hidden from scratch sets moderated_overdue' );
-    is ( $report->extra->{closed_overdue},    0, 'Marking hidden from scratch also set closed_overdue' );
+    is ( $report->get_extra_metadata('moderated_overdue'), 0, 'Marking hidden from scratch sets moderated_overdue' );
+    is ( $report->get_extra_metadata('closed_overdue'),    0, 'Marking hidden from scratch also set closed_overdue' );
     is get_moderated_count(), 1;
 
     is ($cobrand->get_or_check_overdue($report), 0, 'sanity check');
@@ -346,57 +350,88 @@ $mech->clear_emails_ok;
 
 $mech->log_out_ok;
 
-my $user = $mech->log_in_ok( 'sdm1@example.org') ;
-$user->update({ from_body => undef });
-FixMyStreet::override_config {
-    ALLOWED_COBRANDS => [ 'zurich' ],
-}, sub {
-    $mech->get_ok( '/admin' );
-};
-is $mech->uri->path, '/my', "got sent to /my";
-$user->from_body( $subdivision->id );
-$user->update;
+subtest 'SDM' => sub {
+    my $user = $mech->log_in_ok( 'sdm1@example.org') ;
+    $user->update({ from_body => undef });
+    FixMyStreet::override_config {
+        ALLOWED_COBRANDS => [ 'zurich' ],
+    }, sub {
+        $mech->get_ok( '/admin' );
+    };
+    is $mech->uri->path, '/my', "got sent to /my";
+    $user->from_body( $subdivision->id );
+    $user->update;
 
-FixMyStreet::override_config {
-    ALLOWED_COBRANDS => [ 'zurich' ],
-}, sub {
-    $mech->get_ok( '/admin' );
-};
-is $mech->uri->path, '/admin', "am logged in";
+    FixMyStreet::override_config {
+        ALLOWED_COBRANDS => [ 'zurich' ],
+    }, sub {
+        $mech->get_ok( '/admin' );
+    };
+    is $mech->uri->path, '/admin', "am logged in";
 
-$mech->content_contains( 'report_edit/' . $report->id );
-$mech->content_contains( DateTime->now->strftime("%d.%m.%Y") );
-$mech->content_contains( 'In Bearbeitung' );
+    $mech->content_contains( 'report_edit/' . $report->id );
+    $mech->content_contains( DateTime->now->strftime("%d.%m.%Y") );
+    $mech->content_contains( 'In Bearbeitung' );
 
-FixMyStreet::override_config {
-    ALLOWED_COBRANDS => [ 'zurich' ],
-}, sub {
-    $mech->get_ok( '/admin/report_edit/' . $report->id );
-    $mech->content_contains( 'Initial internal note' );
+    FixMyStreet::override_config {
+        ALLOWED_COBRANDS => [ 'zurich' ],
+    }, sub {
+        $mech->get_ok( '/admin/report_edit/' . $report->id );
+        $mech->content_contains( 'Initial internal note' );
 
-    $mech->submit_form_ok( { with_fields => { status_update => 'This is an update.' } } );
-    is $mech->uri->path, '/admin/report_edit/' . $report->id, "still on edit page";
-    $mech->content_contains('This is an update');
-    ok $mech->form_with_fields( 'status_update' );
-    $mech->submit_form_ok( { button => 'no_more_updates' } );
-    is $mech->uri->path, '/admin/summary', "redirected now finished with report.";
+        $mech->submit_form_ok( { with_fields => { status_update => 'This is an update.' } } );
+        is $mech->uri->path, '/admin/report_edit/' . $report->id, "still on edit page";
+        $mech->content_contains('This is an update');
+        ok $mech->form_with_fields( 'status_update' );
+        $mech->submit_form_ok( { button => 'no_more_updates' } );
+        is $mech->uri->path, '/admin/summary', "redirected now finished with report.";
 
-    $mech->get_ok( '/report/' . $report->id );
-    $mech->content_contains('In Bearbeitung');
-    $mech->content_contains('Test Test');
-};
+        $mech->get_ok( '/report/' . $report->id );
+        $mech->content_contains('In Bearbeitung');
+        $mech->content_contains('Test Test');
+    };
 
-send_reports_for_zurich();
-$email = $mech->get_email;
-like $email->header('Subject'), qr/Feedback/, 'subject looks okay';
-like $email->header('To'), qr/division\@example.org/, 'to line looks correct';
-$mech->clear_emails_ok;
+    send_reports_for_zurich();
+    $email = $mech->get_email;
+    like $email->header('Subject'), qr/Feedback/, 'subject looks okay';
+    like $email->header('To'), qr/division\@example.org/, 'to line looks correct';
+    $mech->clear_emails_ok;
 
-$report->discard_changes;
-is $report->state, 'planned', 'Report now in planned state';
+    $report->discard_changes;
+    is $report->state, 'planned', 'Report now in planned state';
+
+    subtest 'send_back' => sub {
+        FixMyStreet::override_config {
+            ALLOWED_COBRANDS => [ 'zurich' ],
+        }, sub {
+            $report->update({ bodies_str => $subdivision->id, state => 'in progress' });
+            $mech->get_ok( '/admin/report_edit/' . $report->id );
+            $mech->submit_form_ok( { form_number => 2, button => 'send_back' } );
+            $report->discard_changes;
+            is $report->state, 'confirmed', 'Report sent back to confirmed state';
+            is $report->bodies_str, $division->id, 'Report sent back to division';
+        };
+    };
 
-$mech->log_out_ok;
-$user = $mech->log_in_ok( 'dm1@example.org') ;
+    subtest 'not contactable' => sub {
+        FixMyStreet::override_config {
+            ALLOWED_COBRANDS => [ 'zurich' ],
+        }, sub {
+            $report->update({ bodies_str => $subdivision->id, state => 'in progress' });
+            $mech->get_ok( '/admin/report_edit/' . $report->id );
+            $mech->submit_form_ok( { button => 'not_contactable', form_number => 2 } );
+            $report->discard_changes;
+            is $report->state, 'partial', 'Report sent back to partial (not_contactable) state';
+            is $report->bodies_str, $division->id, 'Report sent back to division';
+        };
+    };
+
+    $report->update({ state => 'planned' });
+
+    $mech->log_out_ok;
+};
+
+my $user = $mech->log_in_ok( 'dm1@example.org') ;
 FixMyStreet::override_config {
     ALLOWED_COBRANDS => [ 'zurich' ],
 }, sub {
@@ -407,9 +442,7 @@ $mech->content_contains( 'report_edit/' . $report->id );
 $mech->content_contains( DateTime->now->strftime("%d.%m.%Y") );
 
 # User confirms their email address
-my $extra = $report->extra;
-$extra->{email_confirmed} = 1;
-$report->extra ( { %$extra } );
+$report->set_extra_metadata(email_confirmed => 1);
 $report->update;
 
 FixMyStreet::override_config {
@@ -477,49 +510,82 @@ $mech->email_count_is(0);
 });
 $report = $reports[0];
 
-FixMyStreet::override_config {
-    ALLOWED_COBRANDS => [ 'zurich' ],
-}, sub {
-    $mech->get_ok( '/admin/report_edit/' . $report->id );
-    $mech->submit_form_ok( { with_fields => { body_external => $external_body->id } } );
-    $mech->get_ok( '/report/' . $report->id );
-};
-$mech->content_contains('Beantwortet');
-$mech->content_contains('Third Test');
-$mech->content_contains('Wir haben Ihr Anliegen an External Body weitergeleitet');
-send_reports_for_zurich();
-$email = $mech->get_email;
-like $email->header('Subject'), qr/Weitergeleitete Meldung/, 'subject looks okay';
-like $email->header('To'), qr/external_body\@example.org/, 'to line looks correct';
-like $email->body, qr/External Body/, 'body has right name';
-unlike $email->body, qr/test\@example.com/, 'body does not contain email address';
-$mech->clear_emails_ok;
+subtest "external report triggers email" => sub {
+    my $EXTERNAL_MESSAGE = 'Look Ma, no hands!';
+    FixMyStreet::override_config {
+        ALLOWED_COBRANDS => [ 'zurich' ],
+    }, sub {
+        $report->update({ state => 'closed' }); # required to see body_external field
+        $mech->get_ok( '/admin/report_edit/' . $report->id );
+        $mech->submit_form_ok( {
+            with_fields => {
+                body_external => $external_body->id,
+                external_message => $EXTERNAL_MESSAGE,
+            } });
+        $mech->get_ok( '/report/' . $report->id );
+    };
+    $mech->content_contains('Extern');
+    $mech->content_contains('Third Test');
+    $mech->content_contains($report->get_extra_metadata('public_response')) or die $mech->content;
+    send_reports_for_zurich();
+    $email = $mech->get_email;
+    like $email->header('Subject'), qr/Weitergeleitete Meldung/, 'subject looks okay';
+    like $email->header('To'), qr/external_body\@example.org/, 'to line looks correct';
+    like $email->body, qr/External Body/, 'body has right name';
+    like $email->body, qr/$EXTERNAL_MESSAGE/, 'external_message was passed on';
+    unlike $email->body, qr/test\@example.com/, 'body does not contain email address';
+    $mech->clear_emails_ok;
+
+    subtest "Test third_personal boolean setting" => sub {
+        FixMyStreet::override_config {
+            ALLOWED_COBRANDS => [ 'zurich' ],
+        }, sub {
+            $mech->get_ok( '/admin' );
+            $report->update({ state => 'closed' }); # required to see body_external field
+            is $mech->uri->path, '/admin', "am logged in";
+            $mech->content_contains( 'report_edit/' . $report->id );
+            $mech->get_ok( '/admin/report_edit/' . $report->id );
+            $mech->submit_form_ok( { with_fields => { body_external => $external_body->id, third_personal => 1 } } );
+            $mech->get_ok( '/report/' . $report->id );
+        };
+        $mech->content_contains('Extern');
+        $mech->content_contains('Third Test');
+        $mech->content_contains($report->get_extra_metadata('public_response'));
+        send_reports_for_zurich();
+        $email = $mech->get_email;
+        like $email->header('Subject'), qr/Weitergeleitete Meldung/, 'subject looks okay';
+        like $email->header('To'), qr/external_body\@example.org/, 'to line looks correct';
+        like $email->body, qr/External Body/, 'body has right name';
+        like $email->body, qr/test\@example.com/, 'body does contain email address';
+        $mech->clear_emails_ok;
+    };
 
-# Test calling back, and third_personal boolean setting
-FixMyStreet::override_config {
-    ALLOWED_COBRANDS => [ 'zurich' ],
-}, sub {
-    $mech->get_ok( '/admin' );
-    is $mech->uri->path, '/admin', "am logged in";
-    $mech->content_contains( 'report_edit/' . $report->id );
-    $mech->get_ok( '/admin/report_edit/' . $report->id );
-    $mech->submit_form_ok( { with_fields => { state => 'unconfirmed' } } );
-    $mech->submit_form_ok( { with_fields => { body_external => $external_body->id, third_personal => 1 } } );
-    $mech->get_ok( '/report/' . $report->id );
+    subtest "Test external wish sending" => sub {
+        FixMyStreet::override_config {
+            ALLOWED_COBRANDS => [ 'zurich' ],
+        }, sub {
+            $report->update({ state => 'investigating' }); # Wish
+            $mech->get_ok( '/admin/report_edit/' . $report->id );
+            $mech->submit_form_ok( {
+                with_fields => {
+                    body_external => $external_body->id,
+                    external_message => $EXTERNAL_MESSAGE,
+                } });
+        };
+        send_reports_for_zurich();
+        $email = $mech->get_email;
+        like $email->header('Subject'), qr/Weitergeleitete Meldung/, 'subject looks okay';
+        like $email->header('To'), qr/external_body\@example.org/, 'to line looks correct';
+        like $email->body, qr/External Body/, 'body has right name';
+        like $email->body, qr/$EXTERNAL_MESSAGE/, 'external_message was passed on';
+        like $email->body, qr/test\@example.com/, 'body contains email address';
+        $mech->clear_emails_ok;
+    };
+    $report->comments->delete; # delete the comments, as they confuse later tests
 };
-$mech->content_contains('Beantwortet');
-$mech->content_contains('Third Test');
-$mech->content_contains('Wir haben Ihr Anliegen an External Body weitergeleitet');
-send_reports_for_zurich();
-$email = $mech->get_email;
-like $email->header('Subject'), qr/Weitergeleitete Meldung/, 'subject looks okay';
-like $email->header('To'), qr/external_body\@example.org/, 'to line looks correct';
-like $email->body, qr/External Body/, 'body has right name';
-like $email->body, qr/test\@example.com/, 'body does contain email address';
-$mech->clear_emails_ok;
-$mech->log_out_ok;
 
 subtest "superuser and dm can see stats" => sub {
+    $mech->log_out_ok;
     $user = $mech->log_in_ok( 'super@example.org' );
 
     FixMyStreet::override_config {
@@ -622,7 +688,12 @@ subtest "problems can't be assigned to deleted bodies" => sub {
         $mech->get_ok( '/admin/body/' . $external_body->id );
         $mech->submit_form_ok( { with_fields => { deleted => 1 } } );
         $mech->get_ok( '/admin/report_edit/' . $report->id );
-        $mech->content_lacks( $external_body->name );
+        $mech->content_lacks( $external_body->name )
+            or do {
+                diag $mech->content;
+                diag $external_body->name;
+                die;
+            };
     };
     $user->from_body( $division->id );
     $user->update;
@@ -631,9 +702,7 @@ subtest "problems can't be assigned to deleted bodies" => sub {
 
 subtest "hidden report email are only sent when requested" => sub {
     $user = $mech->log_in_ok( 'dm1@example.org') ;
-    $extra = $report->extra;
-    $extra->{email_confirmed} = 1;
-    $report->extra ( { %$extra } );
+    $report->set_extra_metadata(email_confirmed => 1);
     $report->update;
     FixMyStreet::override_config {
         ALLOWED_COBRANDS => [ 'zurich' ],
@@ -714,7 +783,10 @@ subtest "test admin_log" => sub {
         object_type => 'problem',
         object_id   => $report->id,
     });
-    is scalar @entries, 4, 'State changes logged'; 
+
+    # XXX: following is dependent on all of test up till now, rewrite to explicitly
+    # test which things need to be logged!
+    is scalar @entries, 1, 'State changes logged'; 
     is $entries[-1]->action, 'state change to hidden', 'State change logged as expected';
 };
 
@@ -732,6 +804,8 @@ subtest 'email images to external partners' => sub {
         my $fileid = $photoset->data;
 
         $report->set_extra_metadata('publish_photo' => 1);
+        # The below email comparison must not have an external message.
+        $report->unset_extra_metadata('external_message');
         $report->update({
             state => 'closed',
             photo => $fileid,
diff --git a/templates/email/zurich/problem-wish.txt b/templates/email/zurich/problem-wish.txt
new file mode 100644
index 000000000..09cc9c7ca
--- /dev/null
+++ b/templates/email/zurich/problem-wish.txt
@@ -0,0 +1,26 @@
+Subject: Züri wie neu: Meldung #[% problem.id %]
+
+Grüezi [% problem.name %]
+
+Besten Dank für Ihre Meldung auf <<Züri wie neu>>. Wir haben Ihr Anliegen an [% problem.body(c).name %]
+weitergeleitet, da es nicht in den Zuständigkeitsbereich der beteiligten Fachbereiche fällt.
+
+Unter:
+    [% url %]
+finden Sie Ihre Meldung auf der Website.
+
+
+Ihre Meldung lautet:
+
+[% problem.detail %]
+
+
+
+Freundliche Grüsse
+
+Ihre Stadt Zürich
+
+
+
+Dieses E-Mail wurde automatisch generiert. Bitte antworten Sie nicht darauf.
+
diff --git a/templates/email/zurich/submit-external-personal.txt b/templates/email/zurich/submit-external-personal.txt
index 5e0823871..2d4fce606 100644
--- a/templates/email/zurich/submit-external-personal.txt
+++ b/templates/email/zurich/submit-external-personal.txt
@@ -6,6 +6,8 @@ Die folgende Meldung wurde auf http://www.stadt-zuerich.ch/zueriwieneu erfasst:
 
 Öffentliche URL: <?=$values['url']?>
 
+<?=$values['external_message']?>
+
 Name des Meldenden: <?=$values['name']?>
 
 Email des Meldenden: <?=$values['email']?>
diff --git a/templates/email/zurich/submit-external-wish.txt b/templates/email/zurich/submit-external-wish.txt
new file mode 100644
index 000000000..8a6dc34dd
--- /dev/null
+++ b/templates/email/zurich/submit-external-wish.txt
@@ -0,0 +1,22 @@
+Subject: Züri wie neu: Weitergeleitete Meldung #<?=$values['id']?>
+
+Grüezi <?=$values['bodies_name']?>,
+
+Die folgende Meldung wurde auf http://www.stadt-zuerich.ch/zueriwieneu erfasst:
+
+Öffentliche URL: <?=$values['url']?>
+
+<?=$values['external_message']?>
+
+"Züri wie neu" ist eine Dienstleistung der Stadt Zürich zum Thema
+Bürgerbeteiligung. Auf dieser Plattform kann die Bevölkerung auf Schäden und
+Mängel an der städtischen Infrastruktur hinweisen.
+Diese Meldung wurde Ihnen von der Stadt Zürich gesendet, da es Ihr
+Zuständigkeitsgebiet betreffen könnte.
+
+Bei Fragen zu "Züri wie neu" wenden Sie sich bitte an gis-zentrum@zuerich.ch.
+
+
+Freundliche Grüsse
+
+Ihre Stadt Zürich
diff --git a/templates/email/zurich/submit-external.txt b/templates/email/zurich/submit-external.txt
index bf409dccc..8a6dc34dd 100644
--- a/templates/email/zurich/submit-external.txt
+++ b/templates/email/zurich/submit-external.txt
@@ -6,6 +6,8 @@ Die folgende Meldung wurde auf http://www.stadt-zuerich.ch/zueriwieneu erfasst:
 
 Öffentliche URL: <?=$values['url']?>
 
+<?=$values['external_message']?>
+
 "Züri wie neu" ist eine Dienstleistung der Stadt Zürich zum Thema
 Bürgerbeteiligung. Auf dieser Plattform kann die Bevölkerung auf Schäden und
 Mängel an der städtischen Infrastruktur hinweisen.
diff --git a/templates/web/zurich/admin/report_edit-sdm.html b/templates/web/zurich/admin/report_edit-sdm.html
index 6e952022a..7f8a0d74f 100644
--- a/templates/web/zurich/admin/report_edit-sdm.html
+++ b/templates/web/zurich/admin/report_edit-sdm.html
@@ -16,6 +16,7 @@
     <input type="hidden" name="submit" value="1" >
 
 <p align="right"><input type="submit" name="send_back" value="[% loc('Not for my subdivision') %]"></p>
+<p align="right"><input type="submit" name="not_contactable" value="[% loc('Customer not contactable') %]"></p>
 
 <ul class="no-bullets">
 <li><a href="[% c.uri_for_email( '/report', problem.id ) %]">[% loc('View report on site' )%]</a></li>
diff --git a/templates/web/zurich/admin/report_edit.html b/templates/web/zurich/admin/report_edit.html
index 1bf7c2a5c..19a076435 100644
--- a/templates/web/zurich/admin/report_edit.html
+++ b/templates/web/zurich/admin/report_edit.html
@@ -91,28 +91,10 @@
 [% END %]
 </ul>
 
-<p><label for="new_internal_note">[% loc('New internal note:') %]</label>
-<textarea name='new_internal_note' id='new_internal_note' cols=60 rows=5>[% new_internal_note | html %]</textarea></p>
-
 <p><span class="mock-label">[% loc('State:') %]</span> <select name="state"  id="state">
     <option value="">--</option>
-  [% FOREACH s IN [
-        ['unconfirmed', loc('Submitted')]
-        ['confirmed', loc('Open')],
-        ['planned', loc('Planned')],
-        ['hidden', loc('Hidden')],
-        ['investigating', loc('Wish')],
-        ['partial', loc('Not contactable')],
-        ['unable to fix', loc('Jurisdiction unknown')],
-  ] %]
-    <option [% 'selected ' IF s.0 == problem.state %] value="[% s.0 %]">[% s.1 %]</option>
-  [% END %]
-  [% IF problem.state == 'closed' %]
-    <option selected value="closed">[% loc('Extern') %]</option>
-  [% ELSIF problem.state == 'fixed - council' %]
-    <option selected value="fixed - council">[% loc('Closed') %]</option>
-  [% ELSIF problem.state == 'in progress' %]
-    <option selected value="in progress">[% loc('In progress') %]</option>
+  [% FOREACH s IN states %]
+    <option [% 'selected ' IF s.state == problem.state %] value="[% s.state %]">[% s.trans %]</option>
   [% END %]
 </select></p>
 
@@ -123,113 +105,133 @@
 
 <script type="text/javascript">
 $(function(){
-    // Show or hide the automatic reply field
+
+    $('.assignation select').change(function(){
+        if (this.value == "") {
+            $('.assignation').css('color', '#000');
+        } else {
+            var a = $(this).closest('li').css('color', '#000');
+            $('.assignation select').not(this).val("");
+            $('.assignation').not(a).css('color', '#999');
+        }
+    });
+
     $('#state').change(function(){
-        if ($(this).val() === 'hidden') {
+        // Show or hide the automatic reply field
+        var state = $(this).val();
+        if (state === 'hidden') {
             $('#automatic-reply').show();
         } else {
             $('#automatic-reply').hide();
         }
+
+        // Show or hide the categories
+        if (state === 'confirmed') {
+            $('#assignation__category').show();
+            $('#assignation__subdivision').show();
+        } else {
+            $('#assignation__category').hide();
+            $('#assignation__subdivision').hide();
+            $('#assignation__category select').val('');
+            $('#assignation__subdivision select').val('');
+        }
+
+        if ((state === 'closed') || (state === 'investigating')) {
+            $('#assignation__external').show();
+        } else {
+            $('#assignation__external select').val('');
+            $('#assignation__external').hide();
+        }
+
     }).change();
 });
 </script>
 
-[% IF problem.state == 'unconfirmed' OR problem.state == 'confirmed' %]
-
 <ul class="no-bullets">
-[% list = FOR body IN bodies %]
-    [%- NEXT UNLESS body.parent.id == c.user.from_body.id %]
-    <option value="[% body.id %]"[% IF body.id == problem.bodies_str %] selected[% END %]>[% body.name %]</option>
-[% END %]
-  [% IF admin_type != 'super' AND list %]
-    <li class="assignation">
-        <label for="body_subdivision">[% loc('Assign to subdivision:') %]</label>
-        <select name="body_subdivision" id="body_subdivision">
-            <option value="">--</option>
-            [% list %]
-        </select>
-    </li>
-  [% END %]
+[% IF problem.state == 'confirmed' %]
 
 <li class="assignation">
 <label for="category">
 [% loc('Category:') %] [% problem.category %]<br>
-[% loc('Assign to different category:') %]</label>
- <select name="category" id="category">
-        <option value="">--</option>
-      [% FOREACH cat IN categories %]
-        <option value="[% cat %]">[% cat %]</option>
-      [% END %]
-    </select></li>
 
-<li class="assignation">
-<label for="body_external">[% loc('Assign to external body:') %]</label>
-    <select name="body_external" id="body_external">
-        <option value="">--</option>
-    [% FOR body IN bodies %]
-        [% NEXT IF body.parent OR body.bodies OR body.deleted %]
-        <option value="[% body.id %]"[% IF body.id == problem.bodies_str %] selected[% END %]>[% body.name %]</option>
-    [% END %]
+    <div id="assignation__category">
+    [% loc('Assign to different category:') %]</label>
+    <select name="category" id="category">
+            <option value="">--</option>
+        [% FOREACH cat IN categories %]
+            <option value="[% cat %]">[% cat %]</option>
+        [% END %]
     </select>
-    <br>
-    <input type="checkbox" name="third_personal" id="third_personal" value="1"[% ' checked' IF problem.extra.third_personal %]>
-    <label for="third_personal" class="inline">[% loc('Include reporter personal details') %]</label>
-
-</ul>
-
-<script type="text/javascript">
-$(function(){
-    $('.assignation select').change(function(){
-        if (this.value == "") {
-            $('.assignation').css('color', '#000');
-        } else {
-            var a = $(this).closest('li').css('color', '#000');
-            $('.assignation select').not(this).val("");
-            $('.assignation').not(a).css('color', '#999');
-        }
-    });
-});
-</script>
-
-[% ELSIF problem.state == 'planned' %]
+    </div>
+</li>
 
-<ul class="no-bullets">
 [% list = FOR body IN bodies %]
     [%- NEXT UNLESS body.parent.id == c.user.from_body.id %]
-    <option value="[% body.id %]">[% body.name %]</option>
+    <option value="[% body.id %]"[% IF body.id == problem.bodies_str %] selected[% END %]>[% body.name %]</option>
 [% END %]
   [% IF admin_type != 'super' AND list %]
-    <li class="assignation">
-    <label for="body_subdivision">[% loc('Assign to subdivision:') %]</label>
+    <li class="assignation" id="assignation__subdivision">
+        <label for="body_subdivision">[% loc('Assign to subdivision:') %]</label>
         <select name="body_subdivision" id="body_subdivision">
-            <option value="" selected>--</option>
+            <option value="">--</option>
             [% list %]
         </select>
     </li>
   [% END %]
 
-    <li><label for="status_update">[% loc('Public response:') %]</label>
-    [% INCLUDE 'admin/response_templates_select.html' for='status_update' %]
-    <textarea name='status_update' id='status_update' cols=60 rows=5>
-      [%- IF problem.extra.public_response -%]
-        [%- problem.extra.public_response | html -%]
-      [%- ELSE -%]
-
-Freundliche Grüsse
+[% END %]
 
-Ihre Stadt Zürich
-    [%- END %]</textarea>
+[%# 3rd party messages sent for Extern/Wunsch states %]
+[% SWITCH problem.state %]
+    [% CASE ['closed','investigating'] %]
+    <ul class="no-bullets">
+    <li class="assignation" id="assignation__external">
+    <label for="body_external">
+        [% IF problem.state == 'closed' %]
+            [% loc('Assign to external body:') %]
+        [% ELSE %]
+            [% loc('Assign to competent body:') %]
+        [% END %]
+    </label>
+        <select name="body_external" id="body_external">
+            <option value="">--</option>
+        [% FOR body IN bodies %]
+            [% NEXT IF body.parent OR body.bodies OR body.deleted %]
+            <option value="[% body.id %]"[% IF body.id == problem.external_body %] selected[% END %]>[% body.name %]</option>
+        [% END %]
+        </select>
+        <br>
+        [% IF problem.state == 'closed' %]
+        <input type="checkbox" name="third_personal" id="third_personal" value="1"[% ' checked' IF problem.extra.third_personal %]>
+        <label for="third_personal" class="inline">[% loc('Include reporter personal details') %]</label>
+        [% END %]
+        [% INCLUDE 'admin/response_templates_select.html' for='external_body' %]
+        <textarea name='external_message' id='external_body' cols=60 rows=5></textarea>
     </li>
-</ul>
-
-[% ELSIF problem.state == 'fixed - council' %]
-
-<p><span class="mock-label">[% loc('Public response:') %]</span>
-[% problem.extra.public_response | html %]
-</p>
+    </ul>
+[% END %]
 
+[%# Public response field shown for Ruckmeldung ausstehend/Extern/
+  # Zustandigkeit unbekannt/Wunsch/Nicht kontaktierbar/Unsichtbar %]
+[% SWITCH problem.state %]
+    [% CASE ['planned','closed','unable to fix','investigating','partial','hidden'] %]
+        <ul class="no-bullets">
+            <li><label for="status_update">[% loc('Public response:') %]</label>
+            [% INCLUDE 'admin/response_templates_select.html' for='status_update' %]
+            <textarea name='status_update' id='status_update' cols=60 rows=5>
+            [%- problem.extra.public_response || default_public_response | html -%]
+            </textarea>
+            </li>
+        </ul>
+    [% CASE 'fixed - council' %]
+    <p><span class="mock-label">[% loc('Public response:') %]</span>
+    [% problem.extra.public_response | html %]
+    </p>
 [% END %]
 
+<p><label for="new_internal_note">[% loc('New internal note:') %]</label>
+<textarea name='new_internal_note' id='new_internal_note' cols=60 rows=5>[% new_internal_note | html %]</textarea></p>
+
 <p>
 <label for="time_spent">[% loc('Time spent (in minutes):') %]</label>
 <input type="text" name="time_spent" id="form_time_spent" style="width: 4em" value="0">