Proper setup for a IT call logging System

Added by Karl Fenech about 4 years ago

Hi,
we are currently setting up Redmine and were wondering what would be the best structure to set up for an IT call logging system. We have more than one client all independent from each other with Support as the main activity. Would it be correct to create a different projects for each client or would it make more sense to just create one project and sub-projects for each client?

Replies (2)

RE: Proper setup for a IT call logging System - Added by Jan Niggemann (redmine.org team member) about 4 years ago

Depends ;-)
Do all support agents work for all clients?
Do all clients use the same set of programs (categories)?
Will clients use your redmine instance directly?

IMHO there's no big difference with either setup, but I may be mistaken...

RE: Proper setup for a IT call logging System - Added by Karl Fenech about 4 years ago

Hi :)
i see what you mean.
Not all support agents work for all clients, hence projects would be more beneficial in this case.
All support agents will use same set of programs so that will not effect the setup and lastely, we are still discussing on way to open tickets. We were looking into the incomming email as a solution so that the clients do not have to use a new system to open calls (email is easy) however we havent implimented it yet so cant really comment on that one.

by your answer i guess using seperate projects would make more sense than having subprojects... Thanks :)

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