I would not be too surprised if they decided to use the oracle built in
product for Searches..
How ? Not sure.. But the fact that it is going to work with the application
suite, brings in
A lot of questions like.. Are they now going to use OID for the LDAP/AD
Authentication ?
Why build on something that is already there.. Just Plug in to it..
So I am quite interested as well.. I think we will find out in the next 2
weeks huh..
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kern Robert (SBA)
Sent: Monday, January 03, 2005 1:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Coolest Self Service Ticket Submission Pages (Mid-Tier)
Happy new year everyone.
Thanks Stan, dropped Eric an email.
My hopes are still up, that the Remedy replacement of FTS (though something
different somehow) will feature some kind of fuzzy logic. Have not heard
much or anything concrete about any replacement comming soon though.
6.3 ? Beta users anyone ?
Greetings from Germany, Robert
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stan Hawkins
Sent: Wednesday, December 29, 2004 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Coolest Self Service Ticket Submission Pages (Mid-Tier)
You need a fuzzy logic search engine, as you're effectively building a
knowledge base into your help desk. For example, that the problem:
"I am having problems installing my printer"
Which would result in tickets with a summary (or category, type, item,
etc.)
being returned with a word like "install" being returned. Of course, the
user may wish to specify an OS (Windows), in which case our search terms
become:
- Words like install
- Windows operating systems
And then, they may say "It's a Canon, or a Xerox; one of the two", so we add
to our search terms:
- Canon or Xerox
"But the model has FJ in it, or a least, something like FJ", hence:
- Contains FJ, JF, or perhaps F?J, J?F.
Savvy users will want to use a search engine style interface and get a set
of results (returned in a table, perhaps?); yet beginners may wish to use a
GUI to set this all up.
One of our guys was planning to build something like this in Jan, drop him a
mail: eric@symbiontsolutions.com
Stan
--
Symbiont Solutions,
http://www.symbiontsolutions.com
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