I use LibAnswers 2.0 for that- create a separate, private queue.



-----Original Message-----
From: Code for Libraries [mailto:[log in to unmask]] On Behalf Of Jason Stirnaman
Sent: Wednesday, January 14, 2015 10:42 PM
To: [log in to unmask]
Subject: Re: [CODE4LIB] Structured help platform recommendations?

>> By that I mean a tool by which a broad range of staff can create,
edit, inter-link, classify and maintain a set of structured documentation for fixing problems and resolving issues.

That sounds just like a wiki to me. Many wiki tools provide that, it just may not be obvious.

By "structured", do you mean you want structure enforced more as fields?

Redmine can track issues and store documentation. You can add any type of custom field to your issue schema. Documentation, though, is generally authored as a wiki. You can easily reference other objects. It definitely meets your reporting and authentication requirements. CAS authentication was really easy to setup.
http://www.redmine.org/projects/redmine/wiki/Features

And then there are hosted Q&A systems like http://gimlet.us/ (from some of our C4L friends) and http://springshare.com/libanswers/systems.html.

I agree about Drupal. It seems like that type of thing would be fairly easy to accomplish.  There's the Books module, https://www.drupal.org/documentation/modules/book, for structured content. Not sure how to wire that up with issue/ticket-tracking though.

Jason

Jason Stirnaman, MLS
Application Development, Library and Information Services, IR University of Kansas Medical Center [log in to unmask]
913-588-7319

On Jan 14, 2015, at 7:25 PM, Stuart A. Yeates <[log in to unmask]> wrote:

> I'm looking for recommendations for a structured help platform.
> 
> By that I mean a tool by which a broad range of staff can create, 
> edit, inter-link, classify and maintain a set of structured 
> documentation for fixing problems and resolving issues.
> 
> Open source, closed source and hosted solutions considered, but the 
> platform must enforce structure (i.e. not a wiki); do LDAP / SAML / 
> etc; decent reporting of high-use docs; and be easy to use for 
> literate non-techies.
> 
> It seems like there should be a drupal module or something for this, 
> but for the life of me I can't see it (but then there are a confusing 
> array).
> 
> Pointers to accounts of other people doing similar things also readily accepted.
> 
> cheers
> stuart
> --
> ...let us be heard from red core to black sky