How-to: Client ticketing

Added by Jiri Blazek over 11 years ago

Anyone has experience using Redmine as ticketing system for clients?

We have a small number of client who do not need much support, so we add them as a reported to a project and let them report tickets and review progress.
We are not very happy they can move around the system really, read news etc. but it is better than having two separate systems...

Maybe someone else is also doing this and has figured out some ways to do this smoother.

cheers,
jirka

Replies (5)

RE: How-to: Client ticketing - Added by Jiri Blazek over 11 years ago

oh and another question.
Is the imminent 0.9.1 introducing something new and useful in this area?

RE: How-to: Client ticketing - Added by Jim Keller over 11 years ago

We're currently looking into this as well. The 1.0 release of Redmine is slated to have "private issues" ( #337 ), which would really help us by allowing clients only to see the issues they've created or have been added to as watchers.

One thing you'll need to look at is configuring inbound email to Redmine: RedmineReceivingEmails

Currently we're looking into the feasibility of - until the updated issues permissions - setting up sub projects on our projects where the client can submit their own issues. This would allow us to manage their permissions separately, but we would still see the sub-project issues when viewing the parent project's issue list. Not sure yet how it's going to work out, but it sounds like it might be reasonable.

RE: How-to: Client ticketing - Added by Robert Schneider over 11 years ago

I have created a sub project for this. The tickets are visible (and manageable) in the main project. The customers are only allowed to see this project. This sub project is reduced to the minimum requirements that a customer has (create and observe a ticket, see in which version it gets closed).

RE: How-to: Client ticketing - Added by ronan roro over 11 years ago

Hi,

Maybe it's a bit offtopic, but i'm working on a client side page information for redmine.
It's independant of redmine, wrote in php/jquery (for mysql) and works with customer module (find projects belong to customer). It can be easy to to implement ticketing from this script.
I post the project here, but it is in very very early stage, especially the jquery part witch is very messy and with an unsecured cookie method ...
The customer plugin needs a little adaptation: a new database row named 'identification', to store access codes.

Hope it can help in some way to start something for your own needs

RE: How-to: Client ticketing - Added by ronan roro over 11 years ago

sonotone roro wrote:

Hi,

Maybe it's a bit offtopic, but i'm working on a client side page information for redmine.
It's independant of redmine, wrote in php/jquery (for mysql) and works with customer module (find projects belong to customer). It can be easy to to implement ticketing from this script.
I post the project here, but it is in very very early stage, especially the jquery part witch is very messy and with an unsecured cookie method ...
The customer plugin needs a little adaptation: a new database row named 'identification', to store access codes.

Hope it can help in some way to start something for your own needs

oups, the archive...

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