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Monologue

As I write this question I have already prepared myself psychologically that very soon this question will be flagged and closed as being too broad and general than specific. I am prepared for that as I feel the same too. Nonetheless I must ventilate my doubts to the community which has been indispensable to my survival in IT.

Context

Designing a ticket based knowledge management system

Problem

While reading about ITIL V3 and IT Service Desk I pondered that if I were to build a trouble ticket based knowledge management system where users can raise tickets for any problem/incidents and get its resolution which can then translate to a knowledge base then what could be the approach?

The traditional ITIL V3 jargons of Incident/Problem---> Service---->Resolution------> Knowledge actually are too conservative and cumbersome to my opinion.

When I compare that to the Stackoverflow design of handling questions/answers I find the latter to be far impressive. Stackoverflow has the same concept of Questions (read tickets) and corresponding answers (read resolutions) to a question (again read ticket).

What are some of the good designs for knowledge management against a trouble ticket? Isn't stackoverflow another great knowledge management system against tickets (questions)?

raikumardipak
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    Do I understand you correctly that you are trying to map traditional ticketing approaches (like described in ITIL) onto the stackoverflow-approach? Could you please rephrase your question for me? – B--rian Oct 18 '17 at 12:47
  • @B--rian Yes Brian. I had been thinking of the same. However now I have been moved to a different assignment and this work has been put into cold basket for some time. – raikumardipak Oct 18 '17 at 17:50
  • I think there are fundamental differences between a forum like Stackoverflow and a ticketing system: anonymity of the requester and assurance of competance of the respondants. – Robert Howe Mar 25 '19 at 07:22

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