| we were using intertrac before that .. a module for lotus notes. it was soooo slow. it took about 10 seconds in between screens. not to mention it wasn't very customizable.
the one i wrote has been running a little over a year now. we generate reports with crystal reports using an odbc driver, and then i just make some web reporting and searching tools also.
it's integrated into our online knowledge base. so the product specialists can create knowledge base entries, .. they submit them, and someone with supervisor rights can publish it to the web .. or send it back for fixing.
it has a built in messenging system, and the next module i'm building into it is for online support. it will be semi-automated and suggest knowledge base entries that might help based on a keyword search, but a human will read it just to make sure the right information is going out.
fun stuff
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Mike |