I’m a swedish university student (Masters) and this summer I will
probably
not have an ordinary summer job, but instead work on some of my own
projects. These will probably not fill my time so now I want some ideas
for
a project to start or a gem to develop in Rails.
Do you have any service you’d like to see that you can make use of?
Any gem you’d like someone to develop that you think a lot of people
needs?
The main reason for this is to learn Ruby and Rails better, not to make
money. I’ve never developed a gem before and it’s always more fun to
create
something real and useful!
What i do need would be a nice “HelpDesk” gem. I haven’t seen one that
i could just install it … and work …
I need it, so, i am gonna start coding… If there are any of you who
would like to share any ideas or work about this idea, I’d be happy to
listen your needs.
Linus, I hope i did not “steal” your topic, and i hope I’ve given you a
project idea, and i’d be happy to help.
Hi!
am not sure if Linus has started to think on it but I will start soon to
develop that helpdesk support feature … I do not know Mantis (i mean
i haven’t worked with it) so, i don’t know it’s features, but what i
want to achieve is a gem that would be nice to have a ticketing section
for customer support and also kind of a wiki page something like:
I work extensively with Remedy and Frontline products and am a core SME
for most BMC products. I started working on a HelpDesk web interface a
few months ago and am still combing through integration ideas. The only
difference my solution might add from others is that it will integrate
with LDAP and Windows Server platforms.
I was thinking on HelpDesk gem that might have some features like :
Knowledge Base (when a client tries to submit a bug, when completing
the subject field to be performed some queries against some kb articles
table and try to locate an answer before the client submits the bug)
Ticketing system that would contain tickets grouped in departments ,
customizable statuses and priorities.
Usually a ticket, has some certain properties like comments (where
assigned people can post their own comments), Audit logs, assigned
people, time invested and also multiple replies. A ticket could be sent
in 2 different ways : via email or via HTTP form, which would give us
some misc features like “multiple recipients for a single client”… Of
course to ease the work, the staff should be able to post predefined
replies…
Basically this gem (mountable engine) would be contained from 4
different parts
a customizable frontend integration - bug submission and also
helpdesk area
a frontend (client secure area where the client should be able to
see all his tickets with their statuses and replies)
a staff area, where qualified personal could easily answer, comment
and change stuff in user tickets
an admin area where a super user could manage users, statuses,
priorities and other stuff (like email parser settings and stuff )
Would be nice, but this might be a later feature where clients could
rate the helpdesk articles or staff members. From the management point
of view … some stats also could be nice (how many tickets have been
sent in a week, how many tickets are opened now, what are their statuses
or priorities, how many tickets have been closed in a period of time )
… etc
