Hi to All.
I'm almost happy user of GLPI (more than year of use).
My opinion about current status of GLPI is that inventory part of project is
much more advanced than ticket/helpdesk part.
One of good examples of helpdesk software is SimpleTicket and Zendesk.
I'm very interested in implementing:
--- Email integration ---
1) Good email parser both for HTML and plain text messages (no problems
with missing/added new line characters, no encoding problems). Some of problems
was discussed here - http://www.glpi-project.org/forum/viewtopic.php?id=12378
2) Templates for messages with sensible lightweight defaults (we can learn
from Zendesk here). For example, there is no need to send all ticket body to
user - we can simple send message with "You ticket with subject <message
Subject> received. Ticket number is #. Our technician will be working on it
shortly".
3) Ability to assign messages from existing in GLPI users to user & to
entity user belongs to.
4) Accurate reminders to tech support about unassigned tickets.
--- Tickets ---
1) Separation of tickets & tasks (it's done in Zendesk). Tickets are
subject of SLA, tickets need to be resolved/assigned quickly. Tasks may have
one important field - due date (or due date + start date). Task can be open in
GLPI for any amount of time, it's not subject of SLA and viewing of tasks can
be easily separated from viewing of tickets.
2) Time management improvements. Now planned ticket time = t(planned
finish) - t(planned start). It's completely senseless: or we don't use planning
or we can't count time correctly. We must be able to input spent time manually
or planning can only be used with tasks (tickets by nature need short-term
actions).
3) Predefined/configured filters for tickets, i.e. with one click we must
be able to view "today tickets", "this week tickets", "unassigned tickets", "my
tasks"... Big filter panel can be completely hidden.
--- Documentation ---
1) Per-entity wiki for collaborative work on entity's documentation.
I consider to allocate some financial help for improvements to be done in
such/similar directions :)
As I understand, Denis Linvinus are thinking in similar way.
Thanks for GLPI :-)
--
Savchuk Taras
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