[techtalk] knowledgebase solutions..

[Tricia Bowen]

We use twiki here at work and so far it's been very useful. See
http://twiki.sourceforge.net for a breakdown of it's features. I think
most of the ones you're looking for is listed.
-tricia


On Wed, 30 May 2001, Sarah wrote:

|
|Hi all,
|
|One of my recent projects at work has been to attempt to find a good
|knowledgebase solution for our support website. Our current 'solution' is
|NT based and does things like take the machine down to a crawl (95% CPU
|usage) doing one search- not a working solution, in my opinion.
|
|The problem I've run into is finding such a thing. I've found several
|decent looking ones that are part of a "help desk solution" but not
|available on their own. I've found a few others that look great, but are
|based on either flat file db's or things like MS Access, which I simply
|don't trust for these things. The few open source kb solutions I've found
|aren't in a state where they have all, or even most of the pieces that
|we're looking for. Most companies seem to be writing their own solutions
|for this, or using these 'help desk solutions'.
|
|So, my question has a couple of parts-
|
|1. Does such a thing exist, in a ready working state? We're looking for
|features like tracking what searches have been done, the ability to set up
|a dynamic faq of the top 10 hits in several different categories, and an
|easy way to have the help desk staff add new information.
|
|2. If not, do pieces exist that could be put together without writing the
|whole thing from scratch? PHP would be my language of choice, but others
|could be managed. This needs to be done faster then I can code with the
|amount of time I have to devote to it.
|
|Any ideas, suggestions, etc would be welcomed.
|
|Thanks!
|
|--Sarah
|
|
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