Knowledge Database

Our Client Needed:

• Web-enabled knowledge database with standard search capabilities.
• Document review process.
• Integration with Remedy help desk software.
• Accessible by internal employees and external customers.

Solution:

• Developed standardized document format.
• Documents created when helpdesk ticket is closed, then routed to senior personel for review process. If approved, document is added to master database within 24 hours.
• Documents stored in mirrored database inside firewall and production database outside firewall.
• Developed web-interface and integrated with Remedy help desk software.