Overview

Redmine is the ticketing system used by AssessTech which provides an audit trail for the work we carry out. It provides customers with transparency whilst enabling us to track our progress with customer issues. 

When a customer needs support, finds a bug or requires a new feature on ACMS we encourage them to raise a Redmine ticket detailing the nature of their issue/enquiry.  This ticket is then assigned to the appropriate member of the AssessTech team so that it can be dealt with efficiently. In this manner, each member of the team knows what issues they are responsible for working on. 

Many tickets simply require some guidance from a member of the Customer Operations team. However, if more work is necessary to meet the requirements,  the Customer Operations team will communicate with the Development team to establish whether the requests are plausible and estimate a timescale for the system development. Often a separate but linked internal ticket will be raised.


On this page:



Menu Options

The different pages on Redmine can be accessed through the icons along of the top of the page or through the Menu icon (≡) in the left hand corner when the browser window size has been reduced:



The icons on the right hand side of Redmine are Logged in as, My Account, and Sign out. The Search box enables users to search for a ticket by the ticket number or by subject matter. It's also possible to access a project through the dropdown 'Jump to a project...' option:



My Page

My Page displays the 'Issues assigned to me' and 'Reported issues'.  You can open a ticket by clicking on the ticket number. 

My Page can be accessed using the Home button at the top of the screen or through the Menu icon. 




Project

Each customer at AssessTech has a Customer Support folder where all of their reported tickets are sorted. This can be accessed using the Projects icon or through the Menu icon. Customers may have additional sub-projects e.g. AssessBook projects.

There are a number of different sections in the Project which can be accessed using the tabs along the top of the page.

The Overview page displays information about the number of tickets based on Status and Tracker. It is possible to click on the numbers to access the filter issues e.g. click on the number 7 to view the Open Bug tickets:



It's also possible to access raised issues through the Issues tab at the top of the page. The Issues page lists all tickets in the Customer Support Project. To open a ticket select the ticket number in the left hand # column.  


Raising a Ticket

New tickets can be created by hovering over the Plus button on the Project page and selecting New Issue. Alternatively, they can be created by selecting the New Issue button in the Issues tab:



Tracker

  1. Bug - Issue that needs fixing
  2. Feature - Something they needs to be added
  3. Support - Making change to the system, general support
  4. Upgrade - Used to document system upgrades
  5. Call Support - used when there's already been a phone conversation about the query
  6. Support-GDPR - making a change to a specific candidate on the system

Subject

Define a subject which describes the basic content of the ticket.

Description

Clearly outline the nature of the issue/enquiry and request the action you require.

Status

When creating a new ticket this field will default to New, however, as work gets underway on the ticket you may need to change the status to the following:

  • New
  • In Progress
  • Testing
  • Tested
  • Awaiting Release
  • Resolved
  • Feedback
  • Closed
  • Rejected
  • Deferred

Priority

The priority of the ticket can be adjusted:

  • Low
  • Normal
  • High
  • Urgent
  • Immediate

Assignee

When raising a new ticket, please assign AssessTech Inbox so that we receive a notification. Once a ticket is underway, remember to change the assignee when responding to it. You can assign a specific member of the team if they have already been working on it or AssessTech Inbox. We only receive a notification about the ticket if the assignee is changed, so this is important to remember to ensure that the ticket isn't missed.

Files

Files can be uploaded to a ticket as an attachment by either selecting Choose Files and browsing your computer for a file, or dragging and dropping a file into the box. We encourage customers to upload lots of screenshots or screen recordings to tickets as this helps us identify the cause of the issue.

Create

Once the above changes have been made, select Create at the bottom to generate the ticket or Create and Continue to generate the ticket and create another one.


Editing Existing Tickets

When a member of the team responds and re-assigns a ticket to you, you will receive an email notifying you of the change. Please do not respond via email, instead select the title link on the email (e.g. Bug #1000 - problem with user) which will direct you to the ticket on Redmine. Alternatively, you can access all tickets assigned to you via My Page.

To respond to a ticket select the Edit button at the top or bottom of the page:



This will open up a page which looks similar to the one used to raise a new ticket. You can add a response to the ticket in the Notes box and additional files can be attached if necessary. 

Remember to re-assign AssessTech Inbox or the member of the AssessTech team using the dropdown Assignee options. You may also wish to change the Status of the ticket. 

Once you have written your response press the Submit button at the bottom of the screen:



If you need to edit or delete your response, you can do so using the icons shown below:



It is possible for members of the AssessTech team to send private notes to each other on tickets, so don't be alarmed if you can't see all of the responses. 

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