I think we\'ve finally convinced $company that a ticket system, a knowledge base
ID: 661553 • Letter: I
Question
I think we've finally convinced $company that a ticket system, a knowledge base, and an internal IT wiki are all good ideas. The challenging part is that there's no way we'll maintain all three separately, as documentation is already sparse and a ticket system will be a huge adjustment in the first place.
I'm looking for a software solution that will basically do all three. I'm hoping to:
Create support tickets (nothing fancy needed, just a 'halp plz!!' inbox)
Create a private IT wiki
Create a knowledge base that users can look at
The idea is to take tickets and turn it in to a wiki. We only have a couple hundred users, so there's really no need for too many bells and whistles. We do some inhouse development as well, so generating a sort-of 'manual' for our LOB app would be good.
Free/not free, SaaS/server doesn't really matter. We are a Windows shop though, so spinning up something on a Linux box might be a tough sell.
Any suggestions?
Explanation / Answer
Apache Bloodhound may do the trick for you.
Bloodhound Website
It meets all your criteria, and its open source. Now to temper this answer I have not used Bloodhound personally, I can't attest to how well it works.
If you have the funding, support and initiative right now I would consider going and getting a tool that meets your current requirements and provides more. A content management/collaboration suite can do what you are looking for...and a whole lot more. Things like SharePoint or Huddle can manage ticketing, come with built in and custom workflows, they can serve as front ends for (and host) databases, and the wiki creation/management is very easy, and frankly thats the tip of the iceberg.