Have your own KB?

[therealcrazy8]

I currently work a help desk and we have a KB that we develop from the ground up that originate from known issues, our experiences, and solutions we have found. All I see as to any "clue" to what is used to build this is "discusware".

What I am wondering is, Do any of you have a KB of some sorts, where you at least store some of those hard issues, processes, etc.? If so, what do you use to keep track of those things? I could see a a personal KB as being helpful for somethings, especially those issues that you spend hours googling for to find a resolution that works, or a weird issue that comes up once in a blue moon.

 

[Markverhyden]

I always thought those were just database apps.

 

[gikstar]

Darn... I know I'm old and don't keep with up current shortcut terminology etc, but my only understanding of KB is 'keyboard' and 'kilobytes'

 

[glennd]

Darn... I know I'm old and don't keep with up current shortcut terminology etc, but my only understanding of KB is 'keyboard' and 'kilobytes'

Knowledge Base. A database of stuff we know about a particular subject. I used to keep one for my software. Just random tips and tricks, solutions, workarounds etc..

 

[callthatgirl]

Most helpdesks have a db of sorts, I have worked with Kayako, Lotus Notes, Remedy and a few other home built ones. The kb is only as good as the techs who keep it alive I have found. One job I had at a medical facility actually had a kb admin who took our "fixes" and wrote up the tech end to be more technical. I would send in really fast fixes, they tuned 'em up.

The best KB for me is my brain and my blogs. Oddly enough, I have blogged an error years ago as I had just helped a client with an issue. Years later, error comes back with a new client, I google it and find my own blogs.

 

[YeOldeStonecat]

Years ago just put our Notes like that in Outlook Notes...public folders...so all could access.
Since going with an RMM and Helpdesk...our Helpdesk manager has a FAQs section....you can even tie in a FAQ with a client.

A Wiki would be a good one too! You can get dirt cheap or even free hosted ones. Or...some NAS units like Synology have Wiki apps you can install on them from the appstore.

 

[mraikes]

I primarily use Evernote for this now. Save the notes and then access anywhere.

 

[MichaelBits]

I generally just jot down notes in notepad and save them in a folder so I can go back and refer to them.

Primarily things like scripts/CMD's or odd/unusual repairs where I noted it down in case I ran into it again. Things that I don't do very often, so when my memory gets fuzzy because I haven't done that in awhile... note check.

 

[allanc]

I currently work a help desk and we have a KB that we develop from the ground up that originate from known issues, our experiences, and solutions we have found. All I see as to any "clue" to what is used to build this is "discusware".

What I am wondering is, Do any of you have a KB of some sorts, where you at least store some of those hard issues, processes, etc.? If so, what do you use to keep track of those things? I could see a a personal KB as being helpful for somethings, especially those issues that you spend hours googling for to find a resolution that works, or a weird issue that comes up once in a blue moon.

We use TiddlyWiki.

 

[glennd]

I keep a word doc (LibreOffice actually) with a template page at the end and contents at the beginning. Occasionally i print it out and put in a big binder for instant reference but mostly I just load it up and hit ctl-f.

 

[acscva]

I have used many but prefer Evernote for this. Can easily share with others if you have the premium version which is very cheap.

 

[altrenda]

We use Google Docs. Simple to access from anywhere, easy to update, easy to search.

 

[phaZed]

PCRT has a built-in "Tools & Docs" section that I use.

 

[Consul]

I was just about to ask what a KB was before it struck me.. knowledge-base! I mainly record notes in a physical notebook or with the use of random .txts lying around computers.. Currently looking into software solutions that reading these forums have put me onto. That should help! A central and searchable base of knowledge will definitely come in handy.

 

[glennd]

We use TiddlyWiki.

I just had a quick look at that, might have to spend some time exploring it next week.

 

[therealcrazy8]

I was just about to ask what a KB was before it struck me.. knowledge-base! I mainly record notes in a physical notebook or with the use of random .txts lying around computers.. Currently looking into software solutions that reading these forums have put me onto. That should help! A central and searchable base of knowledge will definitely come in handy.

This is kinda what I was thinking too. Ling story short, that I usually don't share, but I do have some neurological issues and I was an addict many years ago. I say all of that to say that my memory isn't what I wish it would be, so even though I have been doing computer stuff for years, it's nice to have a knowledge base to fall back on for those forgettable moments, or with strange rare issues that require some special method to fix. Plus as an added bonus, if you take notes in your tickets as to what you did to resolve the issue, it could be as simple as copy and paste of its something in your KB.

 

[therealcrazy8]

I just had a quick look at that, might have to spend some time exploring it next week.

I too took a quick peak at it. I may have to play with it and see what I think. But it does seem like a possibility for a good KB solution.

 

[ell]

I currently work a help desk and we have a KB that we develop from the ground up that originate from known issues, our experiences, and solutions we have found. All I see as to any "clue" to what is used to build this is "discusware".

What I am wondering is, Do any of you have a KB of some sorts, where you at least store some of those hard issues, processes, etc.? If so, what do you use to keep track of those things? I could see a a personal KB as being helpful for somethings, especially those issues that you spend hours googling for to find a resolution that works, or a weird issue that comes up once in a blue moon.

Technibble! I just go through my own threads to look up stuff....and I have plenty! Aside from that a pile of folders on my bench pc with notepad items.

 

[ComputerRepairTech]

Use evernote as well, if you have the evernote extension on your browser it will also show evernote results on the right hand side when you search on google.

 

[MudRock]

I almost think it'd be really cool of TechNibble would have a community KB in KB format or even Wiki format that people who have been here a while can submit to.