Hey guys! It doesn't seem that the ITNinja knowledgebase feature is active on our K1000 box. I want our Help Desk technicians to have this feature in Service Desk to help resolve tickets faster. I have scoured the web and the K1000 and cannot find any information on how to activate the feature. Any help or guidance is appreciated! Thanks!
On Dell KACE website:
ITNinja.com is an independent IT administrator forum managed by Dell. It provides a comprehensive database of systems management information and best practices. The K1000’s service desk is integrated with ITNinja.com to provide context-relevant information to you and your organization’s end users. This integration helps make your help desk more effective by enabling end users to resolve many issues on their own without submitting a ticket, and by providing you valuable information to help you resolve tickets faster.
This is admittedly confusing. The way it is worded does make it sound like the K1000 KB can pull from ITNinja, but this is not the case today. The tips pulled from ITNinja are associated exclusively with software deployment and are presented to administrators, not users. For example, if you are viewing Adobe Reader in inventory or creating a managed installation, it pulls associated tips from ITNinja to help expose helpful command lines and customizations share by the community. There is no current feature to crowdsource customer facing KB articles. Most all of the content on ITNinja is too technical to address the needs of the common user issue, but I love the idea of letting users share generic solutions to problems via crowdsourced knowledge base articles (which ITNinja would facilitate).
A quick scan of existing feature requests makes me think this would be a new idea. Please consider posting it in our UserVoice forum so other can vote it up and comment on what could make for a valuable feature.
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