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

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

1. Using as a SLA ticketing system Aleksandar Pavic

2. About the Author Aleksandar Pavic is an author of Redmine Cookbook, www.redminecookbook.com You can contact him via linkedin: https://www.linkedin.com/in/acosonic

3. About this presentation What 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

4. Important considerations! Authentication & permissions (users, operators, admins) Privacy Confidentiality Availability (CDN?, Secondary location)

5. Terminology Tracker Tracked Project

6. If you decide to use Redmine Step 1: Implementation, integration and customization Step 2: Training of your staff Step 3: Test work and migration to production Step 4: Occasional control, upgrades and maintenance

7. Helpdesk operations

8. Implementation Business process changes:

9. Integration (Ticket entry) From your website From your software (When error occurs) From call center Direct ticket entry Parsing of incoming emails Codes and examples in the book

10. Helpdesk workflow

11. Automated reply (via helpdesk plugin)

12. Automated ticket closing Via cron job, via SVN, via API.

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

14. 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

15. Redmine and SLA SLA: Built in prioritization of tickets Custom fields (per tracker, per issue, per project, per user… )

16. 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...

17. Smartphone usage

18. 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.

19. The end! http://www.redmine.org/ http://www.redminecookbook.com/ Irc - freenode servers, channel #redmine