Jesse,
I am using the FAQ as a knowledgebase and busy populating it. I think it is in truth more a KB than a FAQ by nature.
Before I selected OTRS I evaluated Bugzilla, RT, Tuxmonkey/Issue-Tracker, DCL, SalesForce.com, Tenrox, and HEAT.
The structure of the FAQ and usability as a KB was one of the considerations that lead me to choose OTRS.
Something that I have chosen to do as part of a KB is to add people as elements - in fact I am writting a paper on the subject. The idea is to allow staff to declare what skills they would like to publicise within the organization, and thus allow these to be searched.
For example, if I wish to find a person with VXML skills, I simply use the FAQ in OTRS and it retrieves the people and their profile.
Since people are the fastest information source, this is a very powerful method.
Regards Matthew
From: Jesse <[EMAIL PROTECTED]> Reply-To: "User questions and discussions about OTRS." <[EMAIL PROTECTED]> To: [EMAIL PROTECTED] Subject: [otrs] KnowledgeBase Support Date: Thu, 03 Jun 2004 17:20:40 -0700
I'm curious if anyone has implemented a knowledgebase into OTRS. I work for
a non profit organization and have been researching the different open source trouble
ticket software and am stuck between OTRS and HelpDesk OneZero
(http://helpdesk.oneorzero.com/). On the other hand I enjoy the
support/documentation that you guys offer but this onezero software has a
knowledgebase that I haven't seen in OTRS, which would be great for my work.
To conclude and reiterate, has anyone implemented a knowledgebase into OTRS
like this OneZero software. And What other reasons would you guys give as to
why you would recommend OTRS over this other software?
thanks marshall
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