Knowledge base - how to?

[nano2k]

Hi

It's maybe offtopic, but do you guys have an ideea of how to develop
an knowledge base for troubleshooting an application?
Picture this. After deploying an application to multiple locations, we
receive many requests for troubleshooting the application. Even if the
application works fine, the users will always ask for our help. It's
vry simple for the customer to call and say: "Hello, the application
doesn't work. I know that there could be external factors for that,
but please help us identify the source of the problem".

You have 2 choices:
1. Deny the request:
- No sir, I'm not payed for that, only for the functionality of the
application
2. Accept:
- Ok, let's see... what's the problem? [...] and spend hours (time =
money) on the phone, etc.

I don't want the application's image to be affected by some
misconfigurations (e.g. firewall, etc), but also, I would be very glad
not to spend to much time configuring the customer's servers,
workstations, etc.
So, I thought I should develop an knowledge base, and make it public
to my customers over the Internet.
Just like the troubleshooting system implemented in Windows.

Do you know about such a system already developed?
If not, could you point me some resources on how to design the
database behind?
Or any idea?
Of course, I have my ideas, but any new one could be valuable.

Thanks.

 

[Chris Mullins [MVP - C#]]

There are tons of Knowledge Base products out there. Some of them are even
free.

Google returns 10 million hits for this query:
http://www.google.com/search?q=Knowledge+Base+Software

The ads that come up include several KB products that run in ASP.Net:
http://www.instantasp.com/
http://www.411asp.net/home/webapps/knowledg

(Note: I've not used either of those, but.... they look decent).

 

[Michael Nemtsev [MVP]]

Hello nano2k,

I'd recomment to work our the state model how your treat your request and
provide replies,
and only after that trying to find the existed app (maybe even take MS Started
Kits) and refactor them to your needs


---
WBR,
Michael Nemtsev [.NET/C# MVP] :: blog: http://spaces.live.com/laflour

"The greatest danger for most of us is not that our aim is too high and we
miss it, but that it is too low and we reach it" (c) Michelangelo


n> receive many requests for troubleshooting the application. Even if
n> the
n> application works fine, the users will always ask for our help. It's
n> vry simple for the customer to call and say: "Hello, the application
n> doesn't work. I know that there could be external factors for that,
n> but please help us identify the source of the problem".
n> You have 2 choices:
n> 1. Deny the request: