[PLUG] Knoweldge base apps

Aaron Burt aaron at bavariati.org
Wed Jul 27 06:14:59 UTC 2005


On Tue, Jul 26, 2005 at 12:51:50PM -0700, Rich Burroughs wrote:
> On Tue, July 26, 2005 12:01 pm, Rich Shepard wrote:
> > "Knowledge base" is quite vague. What will be stored and how will
> > it be used?
> 
> I don't think it's a vague term for at all for people who work in IT.

Hrmpf.  Most folks with the IT background to answer that have also
suffered the painful consequences of jumping to conclusions about what
a person means when they say they want $BUZZWORD. ;)

> I'm looking for a place to store operations policies and procedures. An
> example of an entry might be a common problem, and the workaround or fix.

The RT FAQ Manager may be a good fit; integration between trouble-
tickets and knowledge base really facilitates knowledge-capture.
http://www.bestpractical.com/rtfm/

Note that if you are running a support/service org and you're *not*
using a trouble-ticket system already, get one in place post-haste.
RT is a good one, and its search capabilites make it an effective
knowledge-manager by itself.

> A wiki would work for what I'm suggesting, but I don't want to use a wiki.
> Call it personal preference.

Okeedokee.  I'll note that of all the knowledge-base-type sites I
refer to on the net, all but LDP are Wikis.



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