Root Cause Analysis Tip: Why Analyze an Issue if You Already Have the Solution?
This week we are going to look at the TapRooT® Knowledge Base.
My name is Steve Raycraft and I am the lead Technical Support Agent here at System Improvements. I will be your guide through this journey today.
Let’s start by giving the address to the SI Knowledge Base: http://www.taproot.com/support.
On this site you can see that the page has several sections. I’ll go over each one in this article. Let’s start with the Search Box.
From here you can search for articles that contain the text shown on an error you may be receiving or you can search for a particular subject such as how to export an incident. This is probably the easiest way to find what you are looking for on our Knowledge Base.
If you are anything like me and want to type as little as possible, the next sections will be of great value to you. The first is View Articles by Category.
Here we find the articles grouped together primarily based on the version of the software. There are also a couple articles relating to database management that can be found in this section.
Next stop on our journey is the Featured Articles section. Well, this will be a VERY short stop as this section is currently never updated.
Going down a little further on our Knowledge Base journey, we find my favorite section, the Most Popular Articles area. Here is where you will find issues that are common to most of our clients. As you can see from the screenshot, the top two issues are ‘How Do I Install…Vista?’ and How…Remove the TapRooT® Software?’
Wait a minute! Let me suggest that you don’t uninstall our software! In all seriousness though, I understand why this is so high on the list. Uninstalling our software and getting a machine ready to reinstall the software is a little more complex than just removing it from Add/Remove Programs. This article details how to completely remove the software so you can re-install a fresh copy if you need to. Only two more sections left to discuss.
This section is pretty self-explanatory. Here you will find the most recently added or updated articles that are in our Knowledge Base. Currently articles are added or updated on a as-needed basis so this list may not change frequently.
Last, but not least on our journey, we find the Most Popular Searches section. Here you will find what other TapRooT® users are searching for. You may find that may other users are looking for the same thing as you and you can use these links to take you to the article you are needing information about.
Well there you have it! I hope that you found your journey through the System Improvements Knowledge Base page useful.
The Knowledge Base is very dynamic and if you see something on there that is incorrect or if there is a specific article you would like me to add, send an email to steve(at)taproot.com and I’ll see if we can get that quickly addressed for you.