Project

General

Profile

Forums » Open discussion »

Subtasking

Added by Chad West over 10 years ago

Sorry I'm reposting this from my post in the Help section. Just hoping for any information on getting setup the way I would like.

My shop uses Redmine as our helpdesk where it gets all the emails that come to us and creates tickets for them. So if we have 10 emails going back and forth on an issue they are closed out and it looks like we finished 10 issues when they were all 1 thing. I would like to do a few things:

  • Make issues subtasks of existing issues from the edit screen.
  • Close subtasks when parent task is closed.
  • Close subtasks with a different category other than closed. This is for reporting.
Things I would also like to do if at all possible but not required:
  • Customize the right click Edit menu to make multiple issues subtasks at once.
  • Find a plugin that would allow drag and drop of issues from the issues list for easy editing.

I would even appreciate hints on what would need to be edited so I might be able to make these changes myself. Thanks in advance.


Replies (6)

RE: Subtasking - Added by Jan Niggemann (redmine.org team member) over 10 years ago

Have read the User Guide?
Why do you create a new ticket for every email sent to you (or your system)?
If multiple emails belong to the same issue, then make the helpdesk and / or customer add the issue number in the subject line, so the mails get added as comments...

RE: Subtasking - Added by Chad West over 10 years ago

Our users have been submitting work requests via emails for a long time now. I'll try to have them adopt submitting tickets in the future, but for now I'm trying to make the current setup work with Redmine. I'm a member of the helpdesk, we only have 3 people and it's difficult to organize and update tickets in detail with how busy we often are.

I've looked through countless plugins trying to automate the process, but most of them will not do what I need. Seems I have to roll up my sleeves and use custom workflows ( http://www.redmine.org/plugins/custom-workflows ) after I find all the hooks that it uses to organize the tickets as they come into the system. Then I'll have to edit the configuration to make a new issue status out of a subtask and then close the subtasks along with the parent task but only count as one ticket being resolved.

RE: Subtasking - Added by Jan Niggemann (redmine.org team member) over 10 years ago

I'm not sure you understand what I'm traing to say. It need not be that every email creates a new issue: If you include the ticket number in the subject line, the email gets appended to the tickets' comment section...

RE: Subtasking - Added by Chad West over 10 years ago

The users have no idea they are getting submitted to a ticketing system. Until we have users submitting tickets and I figure out how to get Redmine to send out emails with our exchange server, they will never know it exists.

RE: Subtasking - Added by @ go2null over 10 years ago

Chad:
Redmine supports creating tickets by email.

I'd suggest that you take a read of the Overview

And possibly buy the book.

Finally, bear in mind that you may not be able to directly recreate your existing workflow in Redmine (without great effort). It may just be better to review what is available in Redmine, what you would like your workflow to look like, and implement it.

Also, your users might not like changes now and changes later (when you plan to change workflow) so it might be best to just bite the bullet and design a proper workflow.

RE: Subtasking - Added by dj jones about 8 years ago

For help-desk purposes, (which seems to be what you use it for) this plugin is helping many people: and has versions for Redmine 1, 2 and 3
- http://www.redmine.org/plugins/redmine_helpdesk

hosted at GitHub
- https://github.com/jfqd/redmine_helpdesk

    (1-6/6)