Hello,
I work as a We use Kaseya IT management software to manage tickets but is lacking as a knowledge base! My boss has provided me with 300GB and R2 on a ISSUE: We have the typical documentation challenges.. meaning we have folder after folder with information buried, nonsensical, incomplete and is NON searchable.
Also, 90% of the current documentation is MS Word docs, 8% MS xls and 2% txt .
RESOLUTIONs ? :
- I organize, complete documentation (so we do not have to ask the guy who has been there for 3 years to fill in the blanks)possibly tag? provide meta data? etc.. so that we end up with a searchable knowledge base that is efficient for existing (but more importantly NEW) technicians!
- is SP 2010 foundation a viable solution for helpdesk\knowledge base solutions?
- Are there free templates I can utilize to put a solution in place quickly?
Additional questions include:
- If SP is a go should I think in terms of utilizing word, excel docs or other types? i.e. are libraries? better for a knowledge base? or something obvious I'm missing?
- if I do stick with office docs (word, excel.... do I need to start tagging or utilize meta data?? or ?)
- I need our techs to put in a search term that returns highly relevant information but I need advice on how to accomplish this.. are there known solutions for this? i would think there is but I cannot find online so far
last but not least! thank you for your time.. I appreciate your advice especially since I am obviously new to this! thank you for your patience and willingness to talk to me in the basic terms I require