Thunai Chat Agents – Redmine Workflow Integration Guide

Key Features Available with Redmine Integration

• Create New Tickets

  Easily raise tickets through the chat agent interface.

• Link to Similar Tickets

  If a new issue matches an existing one, the agent can link them.

• Check Ticket Details

  View status, priority, and other ticket information directly from the chat interface.

• Update Ticket Priority

  Modify the priority of raised tickets as required.

• Custom Fields Support

  Map custom fields to the agent. After setting the issue type and field mapping, agents will collect this data from users during ticket creation.

• Authorization (Optional Security Layer)

  Enable OTP verification or other authorization methods before allowing users to create or check tickets for enhanced security.

Workflow Integration for Chat Agents

Step 1: Enable Workflow in Redmine

1. Open the Application section.
2. Locate and select the Redmine app.
3. Enter your API Key, Domain Name, and Project ID.
4. Click Save to apply your settings.

Step 2: Create a Chat Agent

1. Navigate to the Chat Agents menu.
2. Click Create Chat Agent.
3. Complete the required fields with the necessary information.
4. Hit Save to finalize the creation of the chat agent.

Step 3: Configure Workflow for the Chat Agent

1. Open the Chat Agent you just created.
2. Go to the Workflow section.
3. From the Application dropdown, select Redmine.
4. Choose the Redmine accounts where tickets should be raised.
5. Click Save to apply the changes with custom fields if required..

Step 4: Verify Integration

Once the configuration is complete, any tickets raised through the chat agent will automatically be added to the mapped Redmine project’s account.

Step 5: Use the Chat Agent Beacon

Open the chat agent beacon and start reporting the issue. It will ask for the required details and raise the ticket in Redmine.