Znuny & Redmine Integration Extension – Connect Service Desk and Project Management

Summary: The Znuny & Redmine Integration Extension connects your service desk with Redmine project management. It links support tickets to Redmine issues, enabling smooth collaboration between customer service and project teams while providing complete traceability from request to resolution.

Why This Integration Matters

Support requests often evolve into project tasks or bug fixes. Without integration, service desk and project management systems remain siloed, causing duplication and communication gaps. The Znuny–Redmine Integration eliminates these silos, ensuring teams stay aligned and informed.

• Seamless escalations
  create Redmine issues directly from Znuny tickets
• Traceability
  link support requests to Redmine tasks, features, or bugs
• Transparency
  status changes in Redmine are automatically reflected in Znuny
• Efficiency
  reduce manual re-entry and keep data consistent

What Does the Integration Offer?

The extension provides a reliable synchronization layer between Znuny and Redmine.

• create Redmine issues from Znuny tickets with a single click
• map Znuny fields (priority, queue, SLA) to Redmine fields (tracker, priority, project)
• sync Redmine status updates back into the related Znuny ticket
• link multiple Znuny tickets to a single Redmine issue if required
• log every synchronization event for audit and compliance

Key Features:

• One-click escalation
  convert support tickets into Redmine issues without leaving Znuny
• Bidirectional synchronization
  keep ticket and issue data aligned across both platforms
• Customizable mappings
  define how ticket fields correspond to Redmine trackers, projects, or priorities
• Role-based access
  restrict escalation and linking actions to authorized users
• Compliance-ready logs
  all sync actions are recorded for transparency

Why Use Znuny–Redmine Integration?

This extension improves collaboration between service and project management teams:

• Improved collaboration
  support agents and project managers share the same context
• No double entry
  information flows seamlessly between systems
• Traceable lifecycle
  track each issue from initial ticket to project resolution
• Happier customers
  faster updates on escalated support cases

Workflow Example

1. A customer submits a support ticket in Znuny
2. The agent escalates the ticket to Redmine with one click
3. A linked Redmine issue is created, containing all relevant ticket data
4. The project team updates the issue in Redmine (e.g., sets status to “In Progress”)
5. Redmine updates sync back to Znuny, keeping the support team and customer informed

Prerequisites

• An accessible Redmine test instance with your full custom configurations of production and API access enabled
• Configured REST API key or user credentials for Redmine
• Znuny/OTRS system with administrator rights to install and configure the extension

Conclusion

The Znuny & Redmine Integration Extension bridges the gap between service desk and project management. It ensures traceability, reduces duplication, and boosts collaboration across teams.

Get started today and connect your Znuny help desk with Redmine for seamless, transparent workflows.

FAQ

Does it support all Redmine trackers?

Yes. Issues can be created as tasks, features, or bugs depending on your Redmine setup.

Is synchronization bidirectional?

Yes. Updates flow both ways—Znuny to Redmine and Redmine back to Znuny.

Can I customize field mappings?

Yes. Administrators can map Znuny fields to Redmine trackers, projects, and priorities.

Is every action logged?

Yes. All escalations and synchronizations are recorded in ticket history for compliance.

Is this compatible with Znuny and OTRS?

Yes. The extension works in Web – Znuny / OTRS without modifying core files.