For a long time now I’ve been using MediaWiki as our Documentation system.
Recently I’ve realised that sometimes it can be cumbersome, bearing in mind I’m not the only person to use the Doc system - or even add to it or amend it. It has to be ‘technician and wife’ friendly.
So, A thing in Wiki which would be handy would be a way to have drop down option lists and multiple-choice selections - not something that Wiki does. I’ve tried them all, ITGlue, SIPortal etc etc - its like buying a new suit, unless it’s tailor-made - it just doesn’t fit quite right. I’ve been looking around at different solutions and a good one that I have used in the past is Knack.com - this is now where I am building my Documenation system.
So far it’s been slick, I designed a Documentation system for a previous IT company that I worked for, and it worked very well for them, so I adopted the same system (Since originally, I had designed the one they use anyway) .
When it comes to Documentation - I believe it has to be relational.
When a person calls from a company, you need the ability to see which company that person is calling from and see everything about the company you need to know - other related people, Equipment data, Location, on-going work etc.
I like my documentation to flow thusly: Companie(s) >> People >> Equipment/Devices >> Support services subscribed & Whats covered >> Other information.
When a call comes in, you find the person in the system, and see everything you need to know related to that person - Do they use a PC/Laptop? IP Address? UserName? Direct PhoneNumber? Email address? etc. From those details you have a relational link back to the company they work for, so now you can see information and data pertaining to Servers etc (Equipment and Devices), Other people you may need to communicate with, which services are supplied to the company - Are they Fully Managed? Do they have managed Bakcup? Do they have Office 365? etc.
Anyway here are some screenshots of my system so far:
This is revision 1, I’m adding and changing things as we add more information to it.
Information on Knack here:
This weekend we have done a major 365 migration, having this system in place has really sped up our Documentation process and has aided in smooth migration.
I am on a plan where I can have 3 Apps with Knack, so I may replicate my current system with dummy data for anyone who wants to have at it.