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Redmine Cookbook

You're reading from   Redmine Cookbook Over 80 hands-on recipes to improve your skills in project management, team management, process improvement, and Redmine administration

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Product type Paperback
Published in Feb 2016
Publisher Packt
ISBN-13 9781785286131
Length 322 pages
Edition 1st Edition
Tools
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Author (1):
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Aleksandar Pavic Aleksandar Pavic
Author Profile Icon Aleksandar Pavic
Aleksandar Pavic
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Table of Contents (12) Chapters Close

Preface 1. Installing and Running Redmine 2. Customizing Redmine FREE CHAPTER 3. Project Management with Redmine 4. Improving Team Performance 5. Regular and Planned Maintenance 6. Performance and System Tuning 7. Integrating Redmine with Other Software 8. Getting the Most Out of Scripts and Plugins 9. Troubleshooting 10. Making the Most of Redmine 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...
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