Hi!
Whether somebody has any infos about applying Mediawiki engine and Wiki as such in practice of customer support centers (ITIL, helpdesk, hotline)? I will be grateful for any support :-).
Reg., Janusz "Ency" Dorożyński
2009/3/24 Dorozynski Janusz dorozynskij@wampnm.webd.pl:
Whether somebody has any infos about applying Mediawiki engine and Wiki as such in practice of customer support centers (ITIL, helpdesk, hotline)? I will be grateful for any support :-).
We find our office intranet wiki useful for how-to, troubleshooting steps and other such internal documentation. It would make a terrible ticketing system ;-p
- d.
Hello,
Whether somebody has any infos about applying Mediawiki engine and Wiki as such in practice of customer support centers (ITIL, helpdesk, hotline)? I will be grateful for any support :-).
Even though MediaWiki directly wouldn't function that well as ticketing system, it is great supplement when integrated. We consider it great practice when big issues overflow to summary/ documentation inside wiki. Though workflow management can be better done in proper issue tracker, the overview documentation kicks ass inside mediawiki. Oh, and you can embed it with ?action=render :-)
Cheers,
Am Dienstag, 24. März 2009 schrieb Dorozynski Janusz:
Hi!
Hi Ency,
I'm using MW as a helpdesk and a knowledge-storage. I think it is good and very flexible for small amounts of users/employees as long as everyone knows about the internal conventions of where to put what kind of information. This makes it scale badly if not everyone takes care.
Maybe you wish to code a little "New Question"-Form which hides the wiki-syntax-stuff… I did such for an (IT-)SMS-emergency call which works from out of the wiki und runs a perl script later on.
Hope that helps a little.
Best Regards P.M.
Hi Davis, Domas and P.Mazart!
Thanks for your support. Answers cleared that wiki is good enough as knowledge storage but not as ticketing system. And of course wikitags aren't easy for helpdesks stuff - I suppose that they will not want to learn the tags :-))
Cheers, Janusz "Ency" Dorożtński
We use MediaWiki as an issue tracker with the help of RecordAdmin:
http://www.mediawiki.org/wiki/Extension:RecordAdmin
This lets you create forms to manage templated data in wiki articles.
Rob
On 31/03/2009, at 8:52 AM, Dorozynski Janusz wrote:
Hi Davis, Domas and P.Mazart!
Thanks for your support. Answers cleared that wiki is good enough as knowledge storage but not as ticketing system. And of course wikitags aren't easy for helpdesks stuff - I suppose that they will not want to learn the tags :-))
Cheers, Janusz "Ency" Dorożtński
MediaWiki-l mailing list MediaWiki-l@lists.wikimedia.org https://lists.wikimedia.org/mailman/listinfo/mediawiki-l
Hi You can try GLPI and OCSINVENTORY.
-----Message d'origine----- De : mediawiki-l-bounces@lists.wikimedia.org [mailto:mediawiki-l-bounces@lists.wikimedia.org] De la part de Dorozynski Janusz Envoyé : lundi 30 mars 2009 21:53 À : 'MediaWiki announcements and site admin list' Objet : Re: [Mediawiki-l] wiki and helpdesks
Hi Davis, Domas and P.Mazart!
Thanks for your support. Answers cleared that wiki is good enough as knowledge storage but not as ticketing system. And of course wikitags aren't easy for helpdesks stuff - I suppose that they will not want to learn the tags :-))
Cheers, Janusz "Ency" Dorożtński
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