itil - How to design a trouble ticket based knowledge management system? -


monologue

as write question have prepared myself psychologically question flagged , closed being broad , general specific. prepared feel same too. nonetheless must ventilate doubts community has been indispensable survival in it.

context

designing ticket based knowledge management system

problem

while reading itil v3 , service desk pondered if build trouble ticket based knowledge management system users can raise tickets problem/incidents , resolution can translate knowledge base what approach?

the traditional itil v3 jargons of incident/problem---> service---->resolution------> knowledge conservative , cumbersome opinion.

when compare stackoverflow design of handling questions/answers find latter far impressive. stackoverflow has same concept of questions (read tickets) , corresponding answers (read resolutions) question (again read ticket).

what of designs knowledge management against trouble ticket? isn't stackoverflow great knowledge management system against tickets (questions)?


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