Hi everyone,
Not sure how many of you this falls under here in the Technical forum, but I have some questions in regards to KB’s and documentation.
How do you go about maintaining and creating documentation around your specific Tess business practices for your user base? We currently take advantage of the Tess Help System and webinars etc. but need a more robust way of communicating, creating, and maintaining our own internal standards.
By biggest question is, what software do you use for this?
Word documents just don’t seem to cut it and can get messy pretty fast once you start hyperlinking to other documents. I also find people are very unlikely to use them and are often confused by which doc they need and how to find it. I tried placing some stuff the (?) in the client which I thought was a genius move but didn't really help as much as I would have hoped.
I experimented with MediWiki a little while ago which was great, but a bit labor intensive and not that user friendly for the non-techy when trying to maintain articles (the idea being that departments maintain their own stuff for the most part once it’s up and running).
Then there is SpiceWorks, which we use for our IT Help Desk. It has a KB function but I don’t find the layout all that appealing.
I guess in a perfect world I want something that is laid out like a wiki, possibly has a collaboration space, and is as easy to use as a word doc in regards to creating content.
Tell me Tessiturians….does anyone know if this magical product exist? Am I asking for too much?
Tash
In our experience most of the Confluence add-ons are free if you have an Atlassian community license. They make add-on management pretty easy, and I think Atlassian encourages the add-on providers to align with their licensing model.
From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of James Boncek Sent: Tuesday, March 05, 2013 12:29 PM To: Todd Lantry Subject: RE: [Tessitura Technical Forum] Documentation software/solutions - what are you doing?
Many/most were offered for free and we're yet to pay for any. That's Jira, Confluence, Greenhopper, Bonfire, and Bamboo...i think.
Yes, we're tied in with AD, and its works great. We went with ready only and local groups - so jira admins can make local groups without bothering our AD manager and/or messing up our AD structure to make special groups for vendors etc...
Both Jira and Confluence run as java apps in Apache Tomcat. This is fine, but if you're in a windows world, it gets a little funny. We're in the process of re configuring the instances to run from publicly accessible URLs. Also, for our purposes, we decided to go with an external db. No problems, but its worth mentioning. our IT director frowned abit by the thought of data/documents being stored there, but it seems to be working just fine.
James
From: Natasha Purkiss <bounce-natashapurkiss5883@tessituranetwork.com> Sent: 3/5/2013 2:10:13 PM
James - That sounds like absolute bliss!!
Are all the add-ons also free with a non-profit license? Seems they have quite a few (diagramming, embedding Google docs, creating wireframes)…AND it synchs with AD - Is this how you set it up? Any downsides if so?
Todd – I might like to set up a private user group for a few other things so I’ll be in contact.
This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Technical Forum. You may reply to this message to post to the Technical forum or visit the site to search, read and post to the forums. In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!
We're evaluating several products in IT for project management and help desk ticket tracking, and JIRA Core and JIRA Service Desk are on the list. This may be a stupid question, but does anyone know how many user licenses you get if you're approved for the free community license? And is their cloud hosting free with the community license? I sent them an email and got a really vague response back. They just said to apply for the community license and they'd review.
Hi Christina!
I am a big fan of Atlassian's offerings, and we have a community license for Confluence. The license is unlimited users, but the caveat is that you must self-host.
For Confluence I actually prefer this, since the selection of plugins you can use is limited when you are on the cloud platform, so the same may be true of JIRA.
Both Confluence and JIRA are pure Java applications and are supported to install on Windows or Linux, and a variety of databases (though PostgreSQL is preferred).
Hope this helps!
SpiceWorks. http://www.spiceworks.com/free-help-desk-software/
Nice and easy.