Instructions for installing the plugin «Service Desk»

Before installation

  1. Make sure that your server meets the system requirements for plugin «Service Desk»

Redmine Ruby Rails Database The Browser
Guaranteed 3.0 - 3.4 1.9.3, 2.0 - 2.4 3.2, 4.2 MySQL Chrome, Firefox, Opera, Internet explorer 9, 10
Should work > 3.4 > 2.4 x PostgreSQL, MSSQL Any modern browser

  1. Make sure that you transfer files to the server in the binary mode if copying files via ftp or ssh-client.
You can also read our instructions on the use of the plugin Service Desk.

Installation

  1. All the files used in the instructions, you can download in your personal account page.
  2. Download versions of plugins that match to your Redmine version.
  3. Unzip the archive with the plugin «Service Desk».
  4. Copy the folder with the plugin «Service Desk» in the plugins folder of «Redmine» — «plugins».
  5. Copy the folder «ldap_users_sync» in the plugins folder of «Redmine» — «plugins».
  6. Download archives «a_common_libs», «global_roles», «redmine_sender», «rm_business_time», «ajax_counters»(not required for redmine 3.4).
  7. Open archives with plugins and select folders that match to your Redmine version.
  8. Copy contents of selected folders to the folder «Redmine» — «plugins».
  9. Copy folder «rgloader» to the root directory of «Redmine».
  10. Ensure that the user, under which you run the web-server, has access to the root installation folder of «Redmine». As possible solution for UNIX operating systems, run the following commands:
    sudo chmod 775 -R your_redmine_root_folder
    sudo chown -R your_web_server_group:your_web_server_user your_redmine_folder
  1. Run `bundle install` to install missing gems (make sure performing command in the root installation folder of «Redmine»).
    bundle install
  1. Perform plugin migrations (make sure performing command in the root installation folder of «Redmine»):
    rake redmine:plugins:migrate RAILS_ENV=production
  1. Fill in the database with the necessary data (specify the language correctly)
    rake redmine:fill_request_data LANG=ru RAILS_ENV=production
  1. For proper work of plugin, it`s highly desirable to transfer storage of session data to database instead of cookies.
    To do this you need: Edit redmine configuration file: your_redmine_dir/config/application.rb. Comment line with session storage in cookies and write new line with session storage in DB.
    # config.session_store :cookie_store, :key => '_redmine_session'
    config.session_store :active_record_store

After installation

  1. Go to the «A common libs» plugin settings and make sure that libraries «Select2», «jqPlot» and «Bootstrap» are enabled. Also checkboxes «Enable javascript patches» and «Enable tiny modals» should be turned-on.
  2. Go to the «Service Desk» plugin settings and configure settings: «Prefix of request number» and «Fictitious project for the history of user actions»
  3. Go to menu «Departments» in Administration menu and create departments structure of your company. Use button «Add department» to create department.
  4. Go to menu «Positions» in Administration menu and create positions structure of your company. Use button «Add position» to create position.
  5. For correct work of request notifications you will need to configure plugin Redmine Sender.

After these actions, you can go to the plugin menu via the link «Service Desks» in the Administration menu and configure the appropriate service units. You can see how it is set at the example: http://sd.demo.rmplus.pro/