Creating Knowledge base - Tilted Forum Project Discussion Community

eagle1 · 08-02-2005, 09:53 AM

I am the lone IT guy for a medium size company that has close to 50 users. To help the users, I want to create a knowledge base on our network that people can go to look up simple solutions. i.e. How to add a printer, switch printers, map network drive, etc.

I've done a quick browse of software, but is there something that Micro$oft has or does anyone have any recommendations?

Thanks Y'all

TheFu · 08-02-2005, 10:06 AM

We used a product called TriActive. It has a client they run on their desktop, allows them to right click the tray icon and get to the trouble ticket reporting system and knowledge base. It also gives you the ability to VNC and remotely support thier machines. Handy if you are the lone IT guy. Not sure what it costs though.

pixelbend · 08-02-2005, 10:30 AM

there are tons of open source solutions. Search sourceforge.net

bendsley · 08-02-2005, 11:22 AM

I have been looking for a good knowledgebase too. Sourceforge has shit for good applications as far as knowledgebases go. Most of them are old (2-3yrs) or the project hasn't release any files yet. The rest are just pretty bad. I've tested probably 20 or so from there already.

I have started messing around with a Wiki and think I might go from there. You might take a look here: http://www.mediawiki.org/wiki/MediaWiki

rubicon · 08-03-2005, 09:47 AM

Good luck with that. I've tried to something similar in the past and the problem is getting people to go there first. It's easier for them to "call the IT guy" and get the answer.

Pragma · 08-03-2005, 01:06 PM

I wrote a knowledge base myself about 7 or 8 months ago, using C#, ASP.NET, and MSSQL. It actually wasn't too hard to do all of the backend coding, and then I turned it over to a friend to make it look pretty. I haven't had contact with the KB in quite a while, but from what I hear, there are now thousands of entries - and it was a 100 person company.

If you're interested, I can give you pointers in how to get started writing your own - and the nice thing about writing your own is you can always customize it to get exactly what you need.

vanblah · 08-03-2005, 01:48 PM

This is what we use:

http://www.cerberusweb.com/index.php

We like it.

08-02-2005, 09:53 AM	#1 (permalink)
eagle1 Insane Location: Foothills of the Cascade Mtns.	Creating Knowledge base I am the lone IT guy for a medium size company that has close to 50 users. To help the users, I want to create a knowledge base on our network that people can go to look up simple solutions. i.e. How to add a printer, switch printers, map network drive, etc. I've done a quick browse of software, but is there something that Micro$oft has or does anyone have any recommendations? Thanks Y'all __________________ "My wife is a sex object. Everytime I ask for sex, she objects."

08-02-2005, 10:30 AM	#3 (permalink)
pixelbend Too hot in the hot tub!	there are tons of open source solutions. Search sourceforge.net __________________ But I don't want ANY Spam!

08-02-2005, 11:22 AM	#4 (permalink)
bendsley Professional Loafer Location: texas	I have been looking for a good knowledgebase too. Sourceforge has shit for good applications as far as knowledgebases go. Most of them are old (2-3yrs) or the project hasn't release any files yet. The rest are just pretty bad. I've tested probably 20 or so from there already. I have started messing around with a Wiki and think I might go from there. You might take a look here: http://www.mediawiki.org/wiki/MediaWiki __________________ "You hear the one about the fella who died, went to the pearly gates? St. Peter let him in. Sees a guy in a suit making a closing argument. Says, "Who's that?" St. Peter says, "Oh, that's God. Thinks he's Denny Crane."

08-03-2005, 09:47 AM	#5 (permalink)
rubicon Stop. Think. Question. Location: Redondo Beach, CA	Good luck with that. I've tried to something similar in the past and the problem is getting people to go there first. It's easier for them to "call the IT guy" and get the answer. __________________ How you do anything is how you do everything.

08-02-2005, 10:06 AM	#2 (permalink)
TheFu Crazy	We used a product called TriActive. It has a client they run on their desktop, allows them to right click the tray icon and get to the trouble ticket reporting system and knowledge base. It also gives you the ability to VNC and remotely support thier machines. Handy if you are the lone IT guy. Not sure what it costs though.

08-03-2005, 01:06 PM	#6 (permalink)
Pragma I am Winter Born Location: Alexandria, VA	I wrote a knowledge base myself about 7 or 8 months ago, using C#, ASP.NET, and MSSQL. It actually wasn't too hard to do all of the backend coding, and then I turned it over to a friend to make it look pretty. I haven't had contact with the KB in quite a while, but from what I hear, there are now thousands of entries - and it was a 100 person company. If you're interested, I can give you pointers in how to get started writing your own - and the nice thing about writing your own is you can always customize it to get exactly what you need.

08-03-2005, 01:48 PM	#7 (permalink)
vanblah Junkie	This is what we use: http://www.cerberusweb.com/index.php We like it.