This document discusses using Redmine as a ticketing system for service level agreements (SLAs). It begins with defining key terms like tracker, tracked, and project. It then outlines important considerations for implementation like authentication, privacy and availability. The remainder of the document provides steps for implementing Redmine as a helpdesk ticketing system, including customizing data entry and notifications, configuring SLA features, and generating reports. Mobile access and examples of common SLA metrics like average speed to answer and first call resolution are also covered.

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)
1.From your website
2.From your software
(When error occurs)
1.From call center
2.Direct ticket entry
3.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/
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