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Re: [Computerbank] the support curse

On Wed, 2002-01-09 at 17:13, Julien Goodwin wrote:

> What we need is something like a support database, so support people can
> look in there when they get a call, and add the solution if it's not there.
> And then the real techs can go through these solutions and clean them up, or
> perhaps create scripts to manage issues if it's a major one.

The holy grail of a knowledge base :) I do not know what is in place
elsewhere but we in NSW are looking at using Request Tracker (apt-get
install webrt) in the hope the it will alleviate some support,
delegation and knowledge base issues.




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