EGCB Support System - Redmine Overview

1. What is EGCB Support System?

The EGCB Support System is a comprehensive project management and issue tracking platform powered by Redmine - a flexible, open-source web application.

Key Characteristics

🌐 Web-Based: Access from anywhere with internet
💻 Cross-Platform: Works on multiple databases and OS
🎨 Customizable: Adapts to EGCB workflows
🔓 Open Source: No licensing fees
🌍 Multi-Language: Supports 40+ languages

2. Core Features

2.1 Issue Tracking

🎫 Multiple Issue Types: Bugs, Features, Support, Tasks, Custom
📊 Priority Levels: Low, Normal, High, Urgent, Immediate
👥 Assignment: Route tickets to right team members
📎 Attachments: Files, screenshots, logs, documents
🔄 Status Tracking: New → In Progress → Resolved → Closed
⏱️ Due Dates: Set deadlines and track completion
🔧 Custom Fields: Department codes, asset numbers, locations

2.2 Project Management

📅 Gantt Charts: Visualize timelines and dependencies
⏰ Time Tracking: Log hours with detailed activity
📚 Wiki & Knowledge Base: SOPs, FAQs, documentation
🗂️ Multi-Project: Manage different departments separately
📍 Milestones: Track project phases and deliverables
🔗 Issue Relations: Link related tickets and dependencies

2.3 Collaboration Tools

💬 Discussion Forums: Team discussions and announcements
📧 Email Integration: Create/update tickets via email
🔔 Activity Streams: Real-time updates
👁️ Watchers: Subscribe stakeholders to tickets
💭 Comments: Threaded discussions on issues
📝 Audit Trail: Complete history of changes

2.4 Reporting & Analytics

📈 Custom Dashboards: Personalized views with filters
📊 Visual Charts: Pie charts, bar graphs, trends
📑 Export Options: PDF, CSV, Atom feeds
🎯 KPI Tracking: Performance and SLA compliance
⏱️ Time Reports: Analysis per project/team
🔍 Advanced Filters: Complex queries with criteria

3. EGCB Support Workflow

Step 1: Submit

User creates ticket with issue details, attachments, and priority

Step 2: Triage

Support team reviews and assigns priority and owner

Step 3: Resolve

Assigned team member works on solution and updates progress

Step 4: Close

Verify resolution and mark ticket as closed

Average Resolution Times

🔴 High Priority: 4 hours
🟡 Medium Priority: 1 day
🟢 Low Priority: 3 days
🔵 Planning: 7 days

4. Security & Access Control

Role-Based Access

Manager: Full project control
Developer: Create/modify issues
Reporter: View and create issues
Custom Roles: Tailored permissions

Project Privacy

Public or private projects with member-only access

Audit & Compliance

Complete logging of all system activities for compliance

LDAP/Active Directory

Integration with existing EGCB AD for single sign-on

5. Integration Capabilities

REST API

Full programmatic access to connect with ERP systems

Email Integration

Create and update tickets directly from Outlook

Version Control

Git, SVN integration to link code changes

Plugins Ecosystem

1000+ community plugins to extend functionality

6. Benefits for EGCB

💰 Cost Savings

Zero license costs - open source with no per-user fees

🎯 Centralized Operations

All ERP support managed through one unified platform

📊 Improved Transparency

Real-time visibility into ticket status and workload

🤝 Enhanced Collaboration

Better communication between departments

📈 Data-Driven Decisions

Analytics and reporting for performance optimization

🔧 Full Customization

Unlimited customization to match EGCB workflows

7. Getting Started

Step 1: Access Portal

Visit support.egcb.com.bd or http://35.187.250.74/
Use your EGCB credentials to login

Step 2: Create First Ticket

Click "New Issue" → Select project → Choose type → Fill details → Submit

Step 3: Track Progress

Monitor tickets under "My Page" → Receive email notifications → Add comments

Step 4: Explore Features

Browse Wiki → Use Gantt charts → Generate reports → Customize dashboard

📞 Support Contact

Email: support@egcb.com.bd
Portal: Create ticket in EGCB Support System

8. Why Redmine?

✅ Proven Track Record: Used by Fortune 500 companies worldwide
✅ Active Community: Global development and support network
✅ Regular Updates: Continuous improvements and security patches
✅ Mobile Friendly: Responsive design works on all devices
✅ Scalable: Grows with EGCB's needs
✅ Data Ownership: On-premise hosting with full control

🎯 EGCB Support System

🔗 Access Portal