Plugins Directory » Service Desk

13681 Author: Vladimir Pitin
Website: http://rmplus.pro/en/redmine/plugins/service_desk
Code repository: -
Registered on: 2015-05-22 (over 3 years ago)
Current version: 2.9.4
Compatible with: Redmine 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x
User ratings:   (30)

«Service Desk» — is a plugin which automates the process of requesting services between departments.

With plugin «Service Desk» you will receive a turnkey solution that allows any employee to request services from any of the structural unit of your company.


More information about our plugin

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Plugin features

  • All of your employees will get an automated environment for requesting services from the structural units.
  • Management of the company - is a staff communication. Employees will be able to collectively solve problems, request information, approve solutions and necessity of work.
  • You get a complete solution. All you need - is to set up services that can assist your structural units.
  • Multifunctional system of requests approval helps to filter and organize requests of the initiators. Company resources will not be spend in vain.
  • Any employee can can assign a deputy which will automatically take over all his rights in the system. The absence of the employee will not stop the work of unit and does not require reconfiguration of the rights.
  • Buying a plugin «Service Desk», you will get for free a plugin «Hierarchy» for editing hierarchical structure of the company and import employee data from the a Microsoft Windows domain.
  • Plugin «Service Desk» allows to connect requests for services with the planned issues. Executor of issue will always be aware of what the end customer wants.

Plugin benefits

You will receive a turnkey solution that allows any employee to request services from any of the structural unit of your company. Each structural unit will be able to define and customize the list of services that it provides.

1. The initiator or the employee of tech support writes a request to the side structural unit to provide the service.

2. Head of initiator approves a request, if necessary.

3. Employees of service desk of department, which received a request, distribute request to the executor or create a task.

4. After completing the work, executor sends a request on check.

5. The initiator verifies and evaluates the quality of the work. Evaluation of the customer can influence the performance of the executor (Required module KPI).

6. Head of department, in the case of heavy load, will be able to delegate the approval of requests to assistant.

7. You can set arbitrary additional chain of approval.

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Planned issues will be automatically linked to the key goal.

1. Key goal is set to manager.

2. Manager divides goal into issues.

3. Executor of issue forms a request of service from a third party department.

4. Head of third party department plans issue for execution.

5. Planned issue automatically becomes a subtask of a key goal.

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Management of the company - is a process of communication between employees. Plugin «Service Desk» provides excellent opportunities of corporate communication.

  • Each employee will be able to discuss and record the results of this discussion, using a special kind of requests.
  • Following the discussion, you can generate a request for the provision of the service. All discussed information will remain in the request.
  • You will be able to hold a discussion on any request for the provision of the service assigned to you.

1. The employee initiates the discussion and assigns a request for other employees.

2. The employee involved in the discussion may ask the opinion of any other employee.

3. An employee leaves a comment and exits the discussion.

4. After exiting of all the participants from discussion , the initiator of the discussion gets a request with the opinions of all participants of the discussion.

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You will be able to initiate a discussion at any stage of the life cycle the request. It provides additional flexibility as requests execution is often associated with staff occupying various positions in the company. You can choose any interlocutor from the list of all employees.

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All opinions, suggestions and solutions are recorded in the request and are visible to people responsible for the execution. Executors can use the collective intelligence of the organization. Increase awareness of employees about solved the problems of the company.

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The lifecycles of requests and issues are closely related. Executor of issue will always be able to see what was originally required by the customer.

1. Initiator requests a service from a third party department within the request.

2. Manager groups requirements of requests and assigns issue to executor.

3. After closing of the issue, request is automatically assigned to the author (initiator) to verify the quality of work and affixing assessment.

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User-friendly interface will always tell at what stage the request is on and which button should be pressed, to transfer it to the next stage.

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More information about our plugin Service Desk

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Changelog

2.9.4 (2018-10-15)

Compatible with Redmine 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x.

  • Remove: Urgently for incident
  • Fixed: group by boolean fields
  • Speedup list of requests, history, comments and notifications

2.9.3 (2018-09-04)

Compatible with Redmine 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x.

  • Fixed: delete edit icon for taqs in the service catalog
  • Changed "assign to" user's list for service request
  • Added: fast edit project field
  • Simplify settings of plugin
  • Fixed: send notifications by HelpDesk mail
  • Fixed: permissions for view stats
  • Fixed: request timers (execution, serve, etc) stop\start triggers
  • Fixed: approve delegate
  • Fixed: bugs for Chrome >= 63
  • Added: create discuss from enroll
  • Added: send request to departments without service
  • Added: hint comment will not be visible
  • Added: links to open requests of initiator on new request form
  • Added: tags and mass incident flag for script items
  • Added: possibility to change script items relation inline (no need to delete and create script item again)
  • Added: difficult flag and added flag to kpi indicator patterns

2.9.1 (2018-07-24)

Compatible with Redmine 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x.

  • Fixed: assignee to all department users with access all button permission

2.8.6 (2018-07-17)

Compatible with Redmine 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x.

  • Added: some kpi pattern
  • Added: flag difficult for Incident and Service
  • Added: split queue of sla for 1 and 2 lines
  • Added: sort by couple\triple fields
  • Added: possibility to extit for deputy, display requests, which visible by deputy rights
  • Added: external action for luxury buttons - create issue. Added preselect department\branch\service and macros for title and description
  • Added: new request templates (combobox)
  • Changed attachments patch
  • Improve filter of service's list
  • Moved to new macros drive
  • Fixed: service branch duplicate if apply settings on different browser tabs
  • Fixed: Pre-closing without mark
  • Fixed: priority order
  • Fixed: minor bugs
  • Changed: update gem "axlsx"

2.8.4 (2018-04-16)

Compatible with Redmine 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x.

  • Added: report by scripts
  • Added: filter by multiple request IDs (separator: ,)
  • Added: time on first line
  • Added: improve users template
  • Added: icon for sidebar
  • Added: async user filters and fields
  • Added: enroll features
  • Added: possibility to copy request types to another department
  • Added: notification before escalation
  • Added: plan execution time
  • Changed: Setting "Who can get confirmation of request" now provides a choice of group
  • Fixed: reset priority while classify request
  • Fixed: BBB connection
  • Fixed: minor bugs

2.8.2 (2018-01-31)

Compatible with Redmine 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x.

  • Added: disabled users in filters
  • Changed: would not send to approve if request already approved
  • Changed: improved enroll function
  • Changed: confirm close discuss
  • Changed: rights to delete files
  • Changed: approve delegation
  • Fixed: edit tech flag on comment
  • Fixed: bugs of migration
  • Fixed: minor bugs
  • Fixed: mobile view
  • Fixed: fixed bugs BBB
  • Fixed: list of impacts in script settings page
  • Changed: added option to disable kind request
  • Changed: added search by description of service in service catalog
  • Changed: can bind those requests that user see
  • Added: Improve enroll function
  • Fixed: double creating issues from request
  • Fixed: minor bugs

2.8.0 (2017-10-11)

Compatible with Redmine 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x.

  • Added: support redmine 3.4
  • Removed: support redmine version below 3.4
  • Added: create event for discuses
  • Added: watcher to inform by request
  • Added: manager can close the requests of the subordinate
  • Fixed: minor bugs

2.7.4 (2017-07-10)

Compatible with Redmine 3.3.x, 3.2.x, 3.1.x, 3.0.x.

  • Added: new notifications for requests and incidents
  • Added: additional actions by email for HelpDesk (close, reject, approve)
  • Added: added watchers to request by inform button
  • Added: filters by project
  • Added: edit project in "Edit" button
  • Added: Requests link in project menu
  • Added: marked comments show in the description of request.
  • Fixed: fix cache for comments
  • Fixed: visibility of requests when linking to tasks
  • Fixed: grouping in filtering
  • Fixed: report for SD
  • Fixed: minor bugs
  • Fixed: solved first line flag by "back to branch" button
  • Fixed: serve date copied from income date

2.7.2 (2017-05-15)

Compatible with Redmine 3.3.x, 3.2.x, 3.1.x, 3.0.x.

  • Added: linked to project
  • Added: forbid relations to different project
  • Added: approving by hierarchy except self
  • Added: parent issue to new\edit form
  • Added: managing creating new users or not by HelpDesk
  • Fixed: report to operator mistake
  • Fixed: type in approvial
  • Fixed: rights to add\drop relations
  • Fixed: copy request priority
  • Fixed: 403 while discussing
  • Fixed: filters "exists"\"not exists"
  • Fixed: show attachments after edit comment and add attachment
  • Fixed: request relations field in PDF export
  • Fixed: duplicate notifications to_queue

2.7.0 (2017-03-20)

Compatible with Redmine 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Fixed: minor bugs
  • Fixed: repaired notifications by HelpDesk requests
  • Fixed: layout of request page
  • Fixed: syntax for Ruby < 2.2 (again in same place, ugly merge - angry)
  • Added: The opportunity to change the mark on the application to the one who put it.
  • Added: Settings. Do not include marks into the KPI estimates for internal requests.
  • Added: fix for PG
  • Added: integration with Oktell
  • Added: edit form form incident
  • Added: Helpdesk integration with redmine_sender
  • Added: new filters by author\initiator title\department\office and by description
  • Added: visibility of comments in SD
  • Added: merge notifications macros
  • Added: log for api
  • Fixed: fixed many bugs
  • Added: support new ajax_counters
  • Added: dismiss flag to discuss button
  • Fixed: csv with parent request

2.6.4 (2017-02-06)

Compatible with Redmine 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Fixed: fix migration

2.6.3 (2017-02-03)

Compatible with Redmine 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Fixed: syntax for Ruby < 2.2

2.6.2 (2017-02-02)

Compatible with Redmine 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Fixed: compatibility for pg
  • Added: added filter "percentage of time the execution of the SLA"
  • Added: notifications at the request
  • Fixed: fixed many bugs
  • Added: added binding requests
  • Added: added settings: "Statuses of issue, that move service request to check" and "Statuses of issue, that move incident to check"
  • Fixed: fixed notifications ny discuss
  • Added: added ability ignore sla by request for kpi
  • Added: automatic escalation of requests

2.6.1 (2017-01-24)

Compatible with Redmine 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Fix: compatibility for Ruby < 2.2, used syntax for Ruby >= 2.2

2.6.0 (2017-01-20)

Compatible with Redmine 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Added: config entities relations graphs
  • Added: new report by service desk
  • Added: button to store "mistake by first line"
  • Added: classification step-by-step
  • Added: statistics of views of discussions
  • Added: scripts for incidents and requests
  • Added: SLA fact pattern of mark for KPI plugin
  • Fixed: marks smile disappearing
  • Change: style of SLA timers
  • Fixed: calendar for new request in redmine 3.3
  • Added: button mistake first line
  • Added: addition notification settings for all
  • Added: selection of filtering by the department in the service catalog
  • Added: binding of a subissue to a discussion of the request
  • Fixed: fixed many bugs
  • Feature: interface improvements for requests
  • Remove category requests

2.5.6 (2016-12-06)

Compatible with Redmine 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Fixed: compatibility for pg

2.5.5 (2016-11-11)

Compatible with Redmine 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Fixed: fix migrations
  • Fixed: loading mail macros for first plugin installation
  • Fixed: fix buttons codes after refactoring
  • Fixed: used new syntax of ruby 2.2.0 overall. now work with 2.0 too
  • Added: query filter Parent Issue and Child Issue
  • Added: button back to initiator from service desk
  • Added: time of serve
  • Added: HelpDesk features
  • Added: possibility to use matrix to detect priority or just simple priority for service
  • Added: selected script path to request page
  • Added: manual to script item
  • Added: rights for service desk to manage scripts
  • Feature: some visual improvements for scripts
  • Feature: new view of close request (marks with smiles)
  • Feature: new SLA
  • Fixed: notifications with delay
  • Fixed: set flag served if user closed request from service desk
  • Fixed: view of incidents
  • Fixed: flag exit from discuss if user must be in discuss
  • Fixed: department without services in select list
  • Fixed: page layout on the form of the request
  • Fixed: compatibility for pg
  • Fixed: error for query with blank filters
  • Feature: added posibility get info in request for managers
  • Fixed: duplication department in history
  • Fixed: create issue from request
  • Fixed: include initiator to discuss
  • Feature: added matrix urgency-impact-priority
  • Feature: added ability to search for an requests without the prefix #
  • Fixed: BBB. A simultaneous creation of videoconferencing
  • Feature: filter for remaining time distribution (require: rm_business_time)
  • Feature: added sla norms for request types
  • Change: new timer in request (require: rm_business_time)
  • Feature: radel notification of incidents and requests
  • Feature: scripts to determine the impact
  • Feature: configuration Items
  • Change: support redmine 3.3.0
  • Feature: ITSM
  • Feature: Scripts for SD

2.5.0 (2016-09-21)

Compatible with Redmine 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Feature: mobile view of requests
  • Feature: new view of adding request-issue relation form
  • Added: async deleting files in request
  • Fixed: down migrations
  • Fixed: searching by only title
  • Fixed: button back check for approvers
  • Fixed: blank department for incidents
  • Removed: fake project setting

2.4.2 (2016-09-13)

Compatible with Redmine 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Fixed: page layout on the form of the request
  • Fixed: compatibility for pg
  • Fixed: error for query with blank filters
  • Feature: added posibility get info in request for managers
  • Fixed: duplication department in history
  • Fixed: create issue from request
  • Fixed: include initiator to discuss
  • Feature: added matrix urgency-impact-priority
  • Feature: added ability to search for an requests without the prefix #
  • Fixed: BBB. A simultaneous creation of videoconferencing
  • Feature: filter for remaining time distribution (require: rm_business_time)
  • Feature: added sla norms for request types
  • Change: new timer in request (require: rm_business_time)
  • Feature: radel notification of incidents and requests
  • Feature: scripts to determine the impact
  • Feature: configuration Items
  • Change: support redmine 3.3.0

2.4.1 (2016-07-08)

Compatible with Redmine 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Added: rigts to button "Ask" for manager of initiator
  • Added: enable\disable RMPlus email notifications view
  • added posibility get info in request for managers
  • Fixed: stop discuss
  • Fixed: css for requests
  • Fixed: view of Department and Approver in request history
  • Fixed: creating issues from request
  • Fixed: cycle of approving if request type blank
  • Fixed: double render error for BBB
  • fixed page layout on the form of the request
  • fixed for pg
  • fixed error for query with blank filters
  • fixed duplication department in history
  • fixed create issue from request

2.4.0 (2016-06-09)

Compatible with Redmine 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Feature: Incidents - STILL BLOCKED
  • Feature: support Big Blue Button service
  • Feature: Stop discuss after first answer
  • Feature: manage sd query categories
  • Feature: system comment
  • Feature: possibility to manage sd buttons icons
  • Feature: new request view
  • Feature: added new button "Copy"
  • Feature: insrease speed
  • Feature: Actual date for discusses
  • Move all notifications to redmine_sender plugin (mail, jabber, sms)
  • Refactored notifications
  • Fixed: a lot of minor bugs
  • fixed: postgreSQL queries

2.3.0 (2016-02-09)

Compatible with Redmine 3.2.x, 3.1.x, 3.0.x, 2.6.x, 2.5.x.

  • new kind of display requests
  • support new modal windows
  • fixed filters view
  • fixed some filters issues
  • fixed adding parent issue in new form
  • fixed served flag by button to_work
  • fix working with relative references
  • The ability to choose the department when you pass an request for discussion.
  • fixed search for RM 3.0
  • added API to create sd requests

2.2.0 (2015-10-20)

Compatible with Redmine 3.1.x, 3.0.x, 2.6.x, 2.5.x.

  • optimize speed of rendering list queries
  • added new queries and filters style
  • added mark description to filters
  • added move request for issue "In queue" status
  • added posibility to add watchers by initiator
  • added auto-pick tags (rmplus_tags)
  • added new status and button "Pre-closing"
  • added posibility to send to accept request to specific users
  • added email notifications
  • move status In queue from assignee to branch
  • fixed double post comment
  • fixed request link view in issue form
  • fixed jabber notifications
  • added support for information about the license expiration

2.1.1 (2015-09-28)

Compatible with Redmine 3.0.x, 2.6.x, 2.5.x.

  • Fixed bugs

2.1.0 (2015-09-14)

Compatible with Redmine 3.0.x, 2.6.x, 2.5.x.

  • Sending reminders for the urgent request (required cron task)
  • Added functional copy of the comments from issue to request
  • Added request categories
  • Bugfix - preview image for request

2.0.0 (2015-07-10)

Compatible with Redmine 3.0.x, 2.6.x, 2.5.x.

  • support Redmine 3.0
  • added first line of SD

1.0.0 (2015-05-22)

Compatible with Redmine 2.6.x, 2.5.x, 2.4.x.

User ratings

  by Michael Jennings about 1 year ago

Very useful

  by Joshua Quinn about 1 year ago

  by Анатолий Вердун about 1 year ago

Крутой плагин. Спасибо.

  by Григорий Лактюков about 1 year ago

  by Mario Pushkarik over 1 year ago

Great plugin! Good job!

  by Jordan Piel over 1 year ago

Good plugin, have very nice features and is easy to use.

  by Manuel Mai over 1 year ago

Nice plugin

  by Marco Lima over 1 year ago

Excellent plugin

  by Григорий Ляпустин over 1 year ago

Хороший плагин. Частые обновления, есть возможность заказать доработки под себя.

  by Борис Берижопль over 1 year ago

Классный плагин

  by Charles Niker over 1 year ago

Awesome!

  by Kevin Peterson over 1 year ago

Good plugin with perfect functionality

  by Леонид Коржов over 1 year ago

Отличный плагин, прекрасная поддержка плагина

  by Мария Победкина over 1 year ago

Хороший плагин, мне очень понравился

  by Carolina Herrera over 1 year ago

  by Michael Logen over 1 year ago

Great plugin

  by Joey Smith over 1 year ago

Very useful

  by Евгений Коршун over 1 year ago

очень функциональный и активно развивающийся плагин

  by Виталий Дружинин over 1 year ago

Очень нравится ваш плагин. Спасибо

  by Алексей Киркоров over 1 year ago

Отличный плагин

  by Elena Pirogova over 1 year ago

Лучший help desk плагин

  by Егор Будоркин over 1 year ago

Крутой плагин, стабильные обновления и добавления новых фич.

  by Анатолий Северюк over 1 year ago

  by Велерий Пистолин over 1 year ago

Лучше Help Desk плагин для Redmine на данный момент. Всем советую.

  by Александр Королев over 1 year ago

Отличный Service Desk. Перешел на него с Easy Redmine Help Desk, разница в поддержке, земля и небо. Очень доволен.

  by John McCain over 1 year ago

Very good plugin!!!!

  by Валерий Пискун over 1 year ago

Классный плагин за приемлемую цену, внедрили с помощью него в организации help desk. Очень довольны!!!

  by Artem Gladyshev over 1 year ago

Отличный плагин, есть конфигурационные единицы, SLA нормы, подходы ITSM. Долго искал нечто подобное на Redmine и наконец нашел

  by Rolf Muller almost 2 years ago

Ein sehr nützliches Plugin für Helpdesk

  by Савельев Николай almost 2 years ago

Очень классный плагин. Позволяет реализовать полноценную help desk систему на базе Redmine.