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
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