using redmine as a sla ticketing system, helpdesk or service desk software

Using as a SLA ticketing system

Aleksandar Pavic

About the AuthorAleksandar Pavic is an author of Redmine Cookbook, www.redminecookbook.com

You can contact him via linkedin: https://www.linkedin.com/in/acosonic

About this presentationWhat is ticketing system?What is SLA?What is Redmine?How to enter data/tickets to Redmine...How to configure Redmine for SLA?How to get reports

Important considerations!Authentication & permissions

(users, operators, admins)PrivacyConfidentialityAvailability

(CDN?, Secondary location)

TerminologyTrackerTrackedProject

If you decide to use RedmineStep 1: Implementation, integration and customizationStep 2: Training of your staffStep 3: Test work and migration to productionStep 4: Occasional control, upgrades and maintenance

Helpdesk operations

ImplementationBusiness process changes:

Integration (Ticket entry)1.From your website2.From your software

(When error occurs)3.From call center4.Direct ticket entry5.Parsing of incoming

emailsCodes and examples in the book

Helpdesk workflow

Automated reply(via helpdesk plugin)

Automated ticket closingVia cron job, via SVN, via API.

Building of knowledgebase●Documentations module●Files module●Wiki module●Hierarchical organisation●Install Knowledgebase plugin●Install Document management plugin

Customizable notifications- Add watchers to the ticket- Manager can “listen to all tickets”- Operators can use smartphone app- Field operators can also use

smartphone app

Redmine and SLASLA:

- Built in prioritization of tickets- Custom fields (per tracker, per issue, per

project, per user…)

Reports & integrations●Some of reports are built-in●Some are available through plugins●Some can be made with 3rd party

specialized software●Reports are easy to make from any tool like

jasper reports, microsoft poverbi…●https://sladiator.com/ etc...

Smartphone usage

SLA Reports and KPI’s● Abandonment Rate: Percentage of calls abandoned while waiting to be answered.

● ASA (Average Speed to Answer): Average time (usually in seconds) it takes

for a call to be answered by the service desk.

● TSF (Time Service Factor): Percentage of calls answered within a definite timeframe, e.g., 80% in 20 seconds.

● FCR (First-Call Resolution): Percentage of incoming calls that can be resolved without the use of a callback or

without having the caller call back the helpdesk to finish resolving the case.

● TAT (Turn-Around Time): Time taken to complete a certain task.

● MTTR (Mean Time To Recover): Time taken to recover after an outage of service.

The end!http://www.redmine.org/

http://www.redminecookbook.com/

Irc - freenode servers, channel #redmine