Customizing emails, setting up SLA

Added by Martin Vaner about 4 years ago

Hello everyone!

At first, sorry for my english, it is not my native language.

I am using Redmine as our company internal help desk. The Redmine is the best issue tracker what i found. So, i would like to recieve some help and some recommendations:

1) where (or how) can I configure SLA for projects or customers - i can not find some plugin what can do this
2) how can I customize emails what Redmine is sending
3) Is it possible to configure ticket confirmation email? (I mean someone will create the ticket via email and Redmine will respond something as: "Dear customer, your ticket has been successfully created under the ID #id_of_ticket"

I am using Redmine 2.3.
Thanks for your answers!

Martin

Replies (4)

RE: Customizing emails, setting up SLA - Added by Jan Niggemann (redmine.org team member) about 4 years ago

Hi Martin,

there's nothing like SLAs in Redmine core and I'm not aware of plugins either.
Which eMails do you mean "Redmine is sending"? Do you mean reminders?

jan

RE: Customizing emails, setting up SLA - Added by Martin Vaner about 4 years ago

I can't find any usable plugin for SLA and it is the one mistake of this system.
About the emails:
1) i need to configure predefined content of the emails which Redmine sending.
2) I want (and need) that when redmine will recieve some email and create ticket, it will send to reporter notice about ticket creation as shown above.
3) reminders are also good idea

RE: Customizing emails, setting up SLA - Added by Jan Niggemann (redmine.org team member) about 4 years ago

Martin Vaner wrote:

I can't find any usable plugin for SLA

... because there is none.

and it is the one mistake of this system.

Redmine is open source software, feel free to submit a feature request on the tracker. Or, better yet, go programming and submit a patch.

About the emails:
1) i need to configure predefined content of the emails which Redmine sending.
2) I want (and need) that when redmine will recieve some email and create ticket, it will send to reporter notice about ticket creation as shown above.

Read the docs and the source and modify the relevant portions of the code.

3) reminders are also good idea

Please use the search engine of your chioce or use the search on the upper right. You will then find RedmineReminderEmails.

RE: Customizing emails, setting up SLA - Added by Damian G almost 4 years ago

There are at least two very good plugins for the helpdesk and SLA (they cover Martin's no 1 and 2)

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