Redmine is used in a non-standard way in SoCS to support ticketing for instructional support for undergraduate courses. While Redmine is usually a bug tracker it has been extended with the redmine contacts helpdesk plugin to allow helpdesk functionality.

Redmine is hosted at https://redmine.socs.uoguelph.ca on a VM in the SoCS datacentre environment. It is a Ruby application and has been installed using the default Debian package management system. The plugins have then been manually installed.

For each course using Redmine a separate project is set up. In the helpdesk configuration, the course email account is connected to the project using standard IMAP credentials, and the outgoing address is set to the course email address. The instructor is then added as a manager to the course.