All your questions about using ACADEM can be asked in your Redmine space.
This unique platform is made available to the Referent Users of your institution/school, to enable them to exchange with our Customer Success and Project teams, monitor maintenance activities on the ACADEM solution, and access useful documents for using it.
Introducing the service
Exchanges on Redmine take the form of tickets.
Our teams are available from Monday to Friday, 9am to 6pm (Paris time or CET)
- to answer your questions about using ACADEM.
- handle your requests for upgrades and specific developments,
- and correct any malfunctions.
When the implementation of the ACADEM solution is finalised in your Test and Production environments, a new project space is created for your team on Redmine.
You must then designate one or more key users, who will have access to this shared space and will be able to contact our team for assistance in using the solution.
Your key users can create tickets: for any questions concerning the use of ACADEM, requests for services (reports or custom fields for example), suggestions for improvements or in the event of a technical malfunction.
Tickets are created directly from your Redmine space, and are then processed with by our Customer Success team as quickly as possible.
All your key users can then follow the progress of requests step by step, thanks to the different ticket statuses: in progress, need more information, resolved, delivered, etc.
Our technical teams – Project and Product – also have access to the tickets created by your users, to analyse complex issues more easily and propose effective solutions.
Our Customer Success team can also contact your Key Users: to inform them of any maintenance activity on the ACADEM solution.
Key Users are notified by email when they receive a message. They can view the content of the message in the body of the email, and log in to Redmine to reply if necessary.
Create a ticket
1/ Click on New issue to open a form for completion
2/ Select a ticket tracker : Support, Bug ou Tasks
There’s 3 type of trackers :
- Support: all questions and requests for assistance in using ACADEM
- Bug: when a function/action activated in the tool does not have the effect normally expected by the user (error message, no result, no data, etc.)
- Tasks: all requests requiring a modification of the solution or a specific development. A quote can be drawn up by the RimaOne team depending on the complexity of the development required.
3/ Indicate the purpose of the request in the Subject field, and describe the problem in detail in the Description field.
It is advisable to add as much detail as possible and to give one or more examples where possible, to enable our teams to understand the situation as well as possible and to offer a quick and effective solution.
Screenshots or other files useful for describing the situation can be added as attachments to the ticket.
4/ The Status field is set to New by default and cannot be modified.
5/ Assign the ticket to the Customer Success team: assigning the ticket enables the Customer Success team to be notified by email when it is opened.
6/ Click on the Create button to validate the ticket, or Create and continue, to validate the ticket and then create a new one.
Tips for Key users
✅ Create a ticket for each subject, to make it easier to process and monitor progress.
ℹ️An open or closed ticket can be mentioned in a new ticket. Use the # sign before the ticket number to create a clickable link to read it. When the ticket mentioned is closed, its number appears crossed out: #19785
ℹ️In order to remain focused on the problems being dealt with, some tickets may be closed by our team without any news for several weeks. Please feel free to create a new ticket mentioning the closed ticket if you need to resume these exchanges.
✅To help us react quickly, don’t forget to assign your responses to the Customer Success team. Without this assignment, we are not notified that a response has been received.
ℹ️ You’ll be informed by email when a message is sent to you in a ticket in progress: log on to Redmine to reply.
All exchanges are centralised in the ticket, for shared follow-up between teams.
✅ Add as many details as possible and use examples to help our teams understand your issues.
Follow-up on tickets
Display tickets
The tickets created can be tracked from the Issues tab.
By default, only tickets in Open status are displayed on the page, but this status can be changed to access the ticket history: see all tickets created, or only closed tickets.
You can customise the list of tickets displayed by using filters and options.
From Filters, you can select the tickets displayed by: ticket type (tracker), priority, author, assignment, subject, date created, date closed, etc.
Click on ✅Apply to apply the selected filters to the list of tickets displayed.
From Options, you can customise the data displayed in the columns of the ticket list:
- Use the arrows between the Available columns and Selected columns boxes to move the name of the desired column to the right so that it appears in the list. Move the selected name to the left to remove it from the list.
- The selected column can be displayed in a different order: use the arrows to the right of the Selected Columns box.
Click on ✅Apply to apply the selected options to the list of tickets displayed.
Track ticket status
The ticket created is handled by the Customer Success team within a day.
The status of the ticket is then regularly modified, to keep the Key users informed of the stages in its processing. They can follow the status of tickets in progress on Redmine, and are notified by email when a message is sent to them.
Here are the different ticket statuses
- Qualified: the Customer Success team has taken note of the request and made an initial assessment of the problem.
- In progress: the Customer Success team and/or the technical team analyse the situation to find a solution.
- Need More Information: the user’s request must be completed or specified to enable our teams to find a solution.
- Information given: the user completes or clarifies his/her request in return.
- Feedback: the Customer Success team answers the user’s question.
- Resolved (internal status): the technical team has found a solution and shares it with the Customer Success team
- Delivered: The Customer Success team proposes a solution to the user.
- Verified: The user is satisfied with the proposed solution.
- Rejected: The user is not satisfied with the proposed solution > he/she explains in detail what he/she does not like so that the RimaOne team can resume investigations.
- Closed: Once the request has been resolved, the ticket is closed by the Customer Success team. It no longer appears in the list of tickets in Open status.
Access useful documentation
Several documents are available to Key users in Redmine to help them use the solution.
They can be accessed from the Documents tab in the Redmine space:
These documents concern :
- The RimaOne service and ACADEM developments: presentation of the Customer Success service, regular publication of Newsletters, Release Notes, etc.
- Application of GDPR obligations
- Configuring the functionalities of the modules you use (ACADEM CORE, AOL, SYLLABUS, PITCH ePORTFOLIO, WORKLOAD) : workflows, user roles, data structure, screen configuration, contribution formatting, etc.
- Various Accreditation Reports : AACSB, AMBA, EFMD, EQUIS, HCERES
- Connectivity – Setting up APIs
- Rankings of publication media : CNRS, VHB, FT, ARERES, FNEGE, EJL, ABS, etc.