| SerGioGio 2006-04-19, 8:07 am |
| Hello,
I am trying to find out how we could improve the support department of my
company.
Currently we use a home-grown issue tracker system. When an issue comes-up,
we perform a full database search based on some keywords to find out whether
the issue has been tracked down before. As you can imagine, this is not very
reliable, since keywords might not always exactly match, and you also
encounter a lot of noise (ie unrelated issues).
I was wondering whether anyone came-up with a diagnosis tool, which would
allow you to choose from a fixed set of "symptoms" and would then suggest
possible "causes" which in turn would be linked to knowledge base articles
for appropriate "treatments".
Do you know if such a beast exist? Ideally a diagnosis tool would also
integrate with an issue tracker tool and also with a "knowledge-base" tools.
Thanks in advance for your comments,
SerGioGioGio
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