Knowledge Base

Travis_Zadikem · October 15, 2002, 3:37am

I know that rt can use keywords and such, but I want to know if it or
anyone has it setup with a knowledge base or even a so called FAQ for
end-users.

Thanks,
Travis

Your mind is like a parachute. It must be open to be used effectively.

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darren_chamberlain · October 23, 2002, 6:05pm

Julian-users rt-users@lists.netways.de [2002-10-23 13:58]:

If anybody could use my hacked-together code, i can post it in the
devel list.

Post it!

(darren)

Responsible behavior is the result of a socialization process.

Travis_Zadikem · October 24, 2002, 10:27pm

I guess we will all wait for the next release of RT and hope for the best on an upgrade. In the meantime, I will try stockanswers and see what it holds.
ThanksTravis Zadikem tzadikem@yahoo.com wrote:I know that rt can use keywords and such, but I want to know if it or
anyone has it setup with a knowledge base or even a so called FAQ for
end-users.

Thanks,
Travis

Your mind is like a parachute. It must be open to be used effectively.

Do you Yahoo!?
Faith Hill - Exclusive Performances, Videos & More
http://faith.yahoo.com
rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

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James_L_Harrison · January 17, 2003, 4:20pm

Hi All,

I was looking at the StockAnswers add-on, and don’t think that it will fit
my requirements for an end user knowledge base. I use RT as a tracking
system to support our end users, but I would like to integrate a knowledge
base/FAQ with RT.

Has anyone seen/done anything like this. Any ideas for other Web based
packages that can support this? They don’t necessarily have to plug into
RT.

Thanks,
Jamie
James L. Harrison
harrison@palisadesys.com
Technical Support Engineer
Palisade Systems
515.296.0701

Todd_A_Green1 · January 17, 2003, 4:38pm

FAQ-o-Matic is a nice web administered FAQ system.On Fri, 2003-01-17 at 10:20, James L. Harrison wrote:

Hi All,

I was looking at the StockAnswers add-on, and don’t think that it will fit
my requirements for an end user knowledge base. I use RT as a tracking
system to support our end users, but I would like to integrate a knowledge
base/FAQ with RT.

Has anyone seen/done anything like this. Any ideas for other Web based
packages that can support this? They don’t necessarily have to plug into
RT.

Thanks,
Jamie

James L. Harrison
harrison@palisadesys.com
Technical Support Engineer
Palisade Systems
515.296.0701

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
Todd A. Green tagreen@mhsnetworks.net
Managed Hosting Soutions, Inc.

Bruce_Campbell · January 17, 2003, 5:33pm

FAQ-o-Matic is a nice web administered FAQ system.

If you like all and sundry being able to edit your FAQ, yes indeedy.

However, if you’re after something with a bit more oomph behind it, such
as cross-linking, searches, a decent ACL system and integration with RT,
hang around until next week, when a beta version of the next RT/FM will be
released.

For a demonstration of its current incarnation, see
http://www.fsck.com/rtfm/ .

( Currently the holdup on the release is the main funder being a ‘tad’
busy on other software, but I should have those installation bugs
cleared by monday )

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B             Operations/Security> On Fri, 2003-01-17 at 10:20, James L. Harrison wrote:

Hi All,

I was looking at the StockAnswers add-on, and don’t think that it will fit
my requirements for an end user knowledge base. I use RT as a tracking
system to support our end users, but I would like to integrate a knowledge
base/FAQ with RT.

Todd_A_Green1 · January 17, 2003, 6:13pm

FAQ-o-Matic is a nice web administered FAQ system.

If you like all and sundry being able to edit your FAQ, yes indeedy.

While I’m glad to hear that a FAQ management system fully integrated
with RT is almost ready, you are glossing over the fact that FAQ-O-Matic
does actually have editor/admin authentication.

Todd_A_Green1 · January 17, 2003, 6:16pm

However, if you’re after something with a bit more oomph behind it, such
as cross-linking, searches, a decent ACL system and integration with RT,
hang around until next week, when a beta version of the next RT/FM will be
released.

Oh and I will be checking out your FAQ system as I plan on integrating
one with RT as well.

John_Gedeon · January 17, 2003, 6:31pm

Will this faq system be deployed as a sepereate application which will plug
into rt or in the next release of rt (thus forcing me to upgrade since I
just got rt 2.0.15 to work with our environment?)

John

At 10:16 AM 1/17/2003, you wrote:

However, if you’re after something with a bit more oomph behind it, such
as cross-linking, searches, a decent ACL system and integration with RT,
hang around until next week, when a beta version of the next RT/FM will be
released.

Oh and I will be checking out your FAQ system as I plan on integrating
one with RT as well.

For a demonstration of its current incarnation, see
http://www.fsck.com/rtfm/ .

( Currently the holdup on the release is the main funder being a ‘tad’
busy on other software, but I should have those installation bugs
cleared by monday )

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

<>< Proverbs 3:5 “Trust in the Lord with all your heart and lean not on
your own understanding;”

clark_shishido2 · January 17, 2003, 6:38pm

Has anyone seen/done anything like this. Any ideas for other Web based
packages that can support this? They don’t necessarily have to plug into
RT.

If you can’t wait for the new RT knowledgebase feature, you
may want to look at Twiki. It’s a bit feature rich for my
tastes but maybe it’s what you’re looking for:

–clark

Jesse_Vincent · January 17, 2003, 6:40pm

Will this faq system be deployed as a sepereate application which will plug
into rt or in the next release of rt

RTFM 2.0 is an application built on the RT 3.0 Platform. It uses RT’s
authentication system, users, groups, acls, web server, database and
other infrastructure. It’s built to seamlessly integrate itself into RT
3.0’s user interface.

Jesse

»|« Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

Les_Mikesell · January 17, 2003, 6:50pm

However, if you’re after something with a bit more oomph behind it, such
as cross-linking, searches, a decent ACL system and integration with RT,
hang around until next week, when a beta version of the next RT/FM will be
released.

I’ve been hoping to make ht/dig combine the RT tickets and several other
data sources into one fast web search engine but haven’t tried it yet. Is
it likely to break anything to let the web spider portion push all the
buttons and follow all the links nightly as a read-only user?

Les Mikesell
les@futuresource.com

Vivek_Khera · January 17, 2003, 7:46pm

“BC” == Bruce Campbell bruce_campbell@ripe.net writes:

BC> For a demonstration of its current incarnation, see
BC> http://www.fsck.com/rtfm/ .

Nifty, and exciting about the updates.

Just while checking it out, I noticed that the requirements list
postgresql 7.1.1 or higher. That should also say, NOT 7.3.0 or higher
until RT is suitable adjusted.

Who’s got perms to fix it?

Bruce_Campbell · January 17, 2003, 9:45pm

From: Bruce Campbell

However, if you’re after something with a bit more oomph behind it, such
as cross-linking, searches, a decent ACL system and integration with RT,
hang around until next week, when a beta version of the next RT/FM will be
released.

I’ve been hoping to make ht/dig combine the RT tickets and several other
data sources into one fast web search engine but haven’t tried it yet. Is
it likely to break anything to let the web spider portion push all the
buttons and follow all the links nightly as a read-only user?

Hrm. I personally wouldn’t point any search engine at the WebUI; theres
too many links to follow that would produce needless overhead on the WebUI
server, and it is possible to show the same information through multiple
links. Ugh.

As I remember it, you can tell ht/dig that ‘this’ URL is where it should
go to to index stuff, and ‘that’ URL is where it should tell people where
it came from. So, you can take Ticket/Display.html and a specific example
queue index page, and produce a special cut-down version for ht/dig so it
just indexes the ticket data, and not the other fluff that the WebUI has.

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B             Operations/Security

Jim_Hickstein · January 17, 2003, 10:06pm

If you can’t wait for the new RT knowledgebase feature, you
may want to look at Twiki. It’s a bit feature rich for my
tastes but maybe it’s what you’re looking for:

http://twiki.org

We use Twiki, and our pubs group uses their own web (“KB”) and a
TWikiPlugin called something like genhtml, which strips off the TWiki
chrome to make things suitable for publishing externally. Seems to work.

Phil_Homewood2 · January 20, 2003, 3:55am

Vivek Khera wrote:

Just while checking it out, I noticed that the requirements list
postgresql 7.1.1 or higher. That should also say, NOT 7.3.0 or higher
until RT is suitable adjusted.

Who’s got perms to fix it?

I do. Done.
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

Knowledge Base

Thanks, Jamie

Thanks,
Jamie