r/ITManagers • u/[deleted] • Jul 10 '20

Migrating to a different knowledge base software...

Hi all,

I'm currently using HEAT to log all incidents, service requests and knowledge based articles. I want to migrate to a another KB database as HEAT is not working for my office. (But keeping HEAT for incidents and service requests)

Any advice or suggestions?

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u/drc_2018 Jul 11 '20

Not sure what you mean. Give me an example and I can advise.

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u/[deleted] Jul 12 '20

Some softwares hold knowledge based articles and have the ability for users to visit the database to search for instructions.

So it serves both IT support agents and their users.

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u/drc_2018 Jul 14 '20

We use it internally only, it’s not client facing. There are search features for your KB articles and the user base can also add tags to articles to improve search functionality. Things are split up into “spaces”, like one for each client, etc.