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Troubleshooting wiki

We recently ran a survey that sampled customers who opened support requests with us, and one of the questions asked if you would be interested in a new troubleshooting wiki to supplement our other self-help resources. The results are in and we are now discussing.

This got us thinking… perhaps that question needs to be refined. Are you responding to the troubleshooting aspect of the question, or are you responding about the prospects of a wiki?

Whenever we post something here on The Support Insider that indicates it is a troubleshooting tool, we see a lot of interest. Customers like you want to be able to quickly deal issues you encounter, and VMware approved tools or methods are very popular. For instance, our Resolution Path KB articles. We know you’re very interested in anything new we can produce in this area, and a wiki is just one approach. We want to consider all options and use the best tool for the job.

In our next survey, we’ll be sure to be a bit more specific in asking what it is you’d like to see. Maybe you’d like to tell us in the comments below what you’d like most from us?

Protip: When we post a blog topic here that touches on troubleshooting, we tag it. You can view all of our troubleshooting related posts using this URL: http://blogs.vmware.com/kb/tag/troubleshooting. You can use the same URL construct for any of the tags we use in our posts (listed right underneath every post), for example: http://blogs.vmware.com/kb/tag/sso

 

One thought on “Troubleshooting wiki

  1. Greg Kullberg

    I think wikis and KBs serve very two distinct purposes – reactive learning and proactive learning, with the former being a KB, and the latter being a wiki (generally speaking of course). I think in order for a KB to thrive, users need the ability to comment on articles to help improve them. But wikis are a totally different beast – generally they are best at storing information in a consolidated and logical order, where the information can be read more like a book when one wants to learn something or look something up quickly. I also find that KBs tend to rely much more heavily on search, while wikis rely more on navigation (although both are extremely important to both tools). I’m new to VMware, but have a ton of experience with this and would love to discuss further.

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