Configuring Redmine for non-user tickets

Added by Anna Grebenkina 9 months ago

Hello,

we are planning to use Redmine in our IT department, as the company we work with already uses the software. As we have a different constellation as they do, they couldn't answer our questions. So maybe you can help as.

The constellation we have in our department is following: normally we get (per email) tasks mostly from other departments in our company or from outside the company. So this means, most of the tasks will be created from outside Redmine und by non-Redmine users. So here are the questions to our workflow which we would like to map in Redmine:

1. Would it be possible to receive emails with Redmine (by particular Project only) and automatically turn these emails into tickets? What would we need for this?

2. Can we create automatical notification for the colleagues creating a ticket via email, which will also contain ticket number?

3. Is it possible to customise the workflow, for example, if a ticket has particular words it should then have a particular type (Status in Redmine) in the system and should be assigned to a particular user?

4. Would it be possible for us to answer the received emails from RedMine and will these emails be attached to the ticket?

Thank you VERY much in advance!

Best regards,
Anna

Replies (1)

RE: Configuring Redmine for non-user tickets - Added by Bernhard Rohloff 9 months ago

Hi Anna,

welcome to the Redmine community. I hope, I can answer at least a few of your questions.


1. Would it be possible to receive emails with Redmine (by particular Project only) and automatically turn these emails into tickets? What would we need for this?

Yes it is possible to receive emails for particular projects. Each project can have its own email address or you can choose the particular project by tagging of the email address. It's also possible to specify the project within the message text. How it works and how it's configured is described in detail in this article in the wiki.


2. Can we create automatical notification for the colleagues creating a ticket via email, which will also contain ticket number?

How Redmine notifies you about changes, is a personal setting but it's possible to get an email on creation. I've tested it right now. ;-)


3. Is it possible to customise the workflow, for example, if a ticket has particular words it should then have a particular type (Status in Redmine) in the system and should be assigned to a particular user?

It's not possible within Redmine itself but Redmine's REST API allows you to access your issues with scripts and programs so you can create your own bot/script which periodically crawls through your new issues and does your housekeeping work. It would also be possible to extend Redmine's functionality by creating a plugin for that purpose.


4. Would it be possible for us to answer the received emails from RedMine and will these emails be attached to the ticket?

You can reply on emails Redmine sent you and the reply is added to the ticket itself, just like a normal comment.


If you have any further question, feel free to ask.

Kind regards,

Bernhard

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