Building a knowledge base

[stnkyminky]

I'm interested in creating a knowledge base for some help desk software I'm writing. Has anyone done anything like this before? I'm looking for tips.......

Do I create a special keyword field and search for solutions that way? If so how do I determine what words from the problem are keywords?

Any comments are appreciated.

Thanks

Scott
Programmer Analyst
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[RiverGuy]

Well, the way I would take care of that is that when a problem arises and is recorded, keywords are attached by the author.

Scenario: John Doe calls and cannot remember his password. Help desk support records it. They categorize it under John's department, the system he could not remeber his password on, and anything else related to it.

 

[ICTECH]

Hi stnkyminky,

Did you ever get your help desk knowledge base working?

 

[Custom24]

Rather than have the user decide which words are keywords, you could use something like Oracle Intermedia text, which indexes the text, and ignores words which are not relevant (normally language lubricants like and, or, my, your, etc, but you can change this list).

If you are not using Oracle, then I know that SQL server has something similar, but I don't know much about it.

It is not something to get into lightly, but it might be worth a look.


Mark

 

[RiverGuy]

Custom, I beleive you are are referring to a full-text catalog in SQL 2000.

 

[stnkyminky]

Sorry to let everyone down but the project has been scrapped since the posting. Feel free to continue the discussion as it may help someone else.

Scott
Programmer Analyst
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