I've just heard about Desk.com <http://www.desk.com/product> (by
SalesForce) and based on my limited knowledge of it (mostly the 90-second
video), it sounds like something you may want to investigate. It's made for
addressing customer service tickets. I'm not sure if it supports a
knowledge base, but at least it does integrate stock replies to frequently
asked queries.

I've also used Redmine and liked it (though we used the commercial
additions provided by easyredmine
<http://www.easyredmine.com/easy-redmine-enhancements> for the slicker UI).

It seems immanently doable in Drupal, as Stuart pointed out, and the trick
would be making it real easy to use, with nice views and inline editing and
all that. I'm sensing that I'm getting nerd-sniped though because suddenly
I'm itching to make a demo. Beware of the nerd-snipe. Consider proprietary
solutions, that will be supported long after you are gone. Just make sure
they'll give you all your data when you want to migrate.

- Rosie



On Thu, Jan 15, 2015 at 12:20 AM, Brent Hanner <[log in to unmask]>
wrote:

> What you are talking about isn’t a Drupal module, its just something that
> can be readily built in Drupal.
>
> the structured documentation is a content type.
>
>
> create and edit are thing you do to content types.
>
>
> interlinking is a content type referencing whose name escapes me at the
> moment.
>
>
> classifying in drupal is taxonomy which has many different ways to do it.
>
>
> drupal has a variety of analytics and logging modules
>
>
> There is a drupal LDAP module, although never used it.
>
>
>
>
>
> If you really want I can setup an example of what it would look like if
> you send me an idea of what you want the structured documentation to look
> to and look like.
>
>
> The disadvantage using Drupal in this instance is that you have to take a
> little more time putting it together then a drop in place solution.  The
> advantages are quite great because you can make it work how you want it to
> and not how someone else thought to do it.  Secondly once you have a Drupal
> installation setup doing one thing, adding another feature for the same
> group of users.  And once you have a bunch of stuff on one Drupal
> installation you can do up a dashboard for users to see what of importance
> is going on with all the different things.
>
>
> Brent
>
>
>
>
> Sent from Windows Mail
>
>
>
>
>
> From: Stuart A. Yeates
> Sent: ‎Wednesday‎, ‎January‎ ‎14‎, ‎2015 ‎7‎:‎25‎ ‎PM
> To: Code for Libraries
>
>
>
>
>
> 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
>



-- 

*Rosemary Le Faive*, *MLIS*

Digital Project Librarian

Robertson Library

University of Prince Edward Island

550 University Ave, Charlottetown PE C1A 4P3

Canada
tel: 902-566-0533 | fax: 902-628-4305 | email: [log in to unmask]