All in one application - that is Easy Redmine
RTL Radio use Easy Redmine to maintain help desk, resources, attendance and of course all IT and software projects. We like the complexity - using all-in-one solution is just wonderful.
This Help Desk solution is supposed to automate your support processes. Help Desk setting process has 4 general steps:
Help Desk Plugin is distributed with Easy Redmine Alerts (Early Warning System), you thus obtain warnings when SLA is violated or when prepaid hour within specific support project are consumed.
Go to More menu item -> Administration -> Help Desk.
First you have to configure which mailboxes are supposed to be withdrawn - click "ADD MAILBOX" button
Further Specify your mail box settings:
POP / IMAP protocol
host = mail server
user = mail box user name
pass = mail box password
If you use IMAP you can set more options as:
which folder should be withdrawn
where to move e-mail if processed
With the IMAP setting, only unread e-mails are processed.
Once the mailbox is set you can check job history - how the tickets from the mail box are processed.
After clicking on history, you get a log of the jobs.
E-mail templates serve for automated replies when a new ticket is created + for automated e-mail notifications when a ticket is updated. You can set as many e-mail templates as you need. Each templated is primarily connected with:
To set up a new e-mail template click on "ADD NEW TEMPLATE" button.
In order to automate your support process you can map particular domains or e-mail to your support projects - ie. e-mails from defined domains or e-mails are saved as an issue into specified project.
You can have as many mappings as you want.
To do this click on "Add project".
And continue with setting Support Project definition:
Your client is Wolters Kluwer company which has wkcr.cz and wolterskluwer.com domains - all the employees write from this domain.
You can have as many setting as you need. This SLA setting serves primarily to define ticket priority on the basis of key word in e-mail subject and to define time to response.
For example: if the e-mail subject contains word "critical" -> time to response is 10 hours and priority is "high"
List of support projects may eventually look like this:
However, you can always redefine particular support project or create a new one.
As you know, Redmine tasks have only due date. Nevertheless support tickets have also due time. This is set on the basis of SLA definition.
Support ticket with due date and due time may look like this.
While updating the support ticket, e-mail templates are utilized.
In order to utilize it, you have to check "send update" option.
Than, after saving the update, particular e-mail template (according to new task status) is emitted, you can edit it and send.
There are 3 default Alert set, which come with Easy Redmine Help Desk. Alerts are automatically established when the Help Desk plugins is installed.
Alerts can be edited via more -> alerts
These alerts serve in order to monitor SLA violation. First Alert sends notification when 75% of time to solve the support ticket is consumed and ticket is still untouched. The second one send notification when the ticket is over due time.