Book Image

Redmine Cookbook

By : Shamasis Bhattacharya
Book Image

Redmine Cookbook

By: Shamasis Bhattacharya

Overview of this book

In a variety of online project management tools, Redmine markets itself as offering flexibility. Choosing the right management tool can mean the difference between the success and failure of a project. Flexible project management tools bend themselves to fit your needs, whether that’s communication regarding a simple project, or collaboration, or more complex project methodology such as SCRUM, or an issue-code relationship, or the need of different methodology for your project. Whether you are project manager or system administrator, this book provides valuable recipes to get the best possible performance out of your team, organization, infrastructure, and Redmine itself. Through a series of carefully crafted recipes covering the nitty-gritty of Redmine, you’ll be guided through the installation of Redmine, as well as how to fine-tune and customize your Redmine installation. Finally, we walk you through integrating Redmine with other softwares and databases like Tortoise SVN and Visual Studio and troubleshooting Redmine.
Table of Contents (17 chapters)
Redmine Cookbook
Credits
About the Author
About the Reviewer
www.PacktPub.com
Preface
Index

Using Redmine as a service desk platform


Service desk in ITIL is a broader term than a Helpdesk. Actually, Helpdesk is supposed to be just a part of service desk. Redmine can support different ways of service desk organization, such as the following:

  • Single centralized service

  • Multiple decentralized services

For example, if you run a large international customer service, you may have teams in different time zones, and operating in different languages because operators are supposed to receive requests and respond to customers in their own language. Unbelievably, Redmine is capable of supporting such a use-case scenario out of the box.

Possible scenarios of Redmine usage include the following:

  • Managing users (operators) through Redmine or through the company's Active Directory, or some other LDAP, depends upon other aspects of your company's IT organization

  • Connecting a company's website (contact form) through the API with the appropriate Redmine's subproject

  • Implementation of the Helpdesk plugin...