Wayne Johnson wrote: > I know this is a bit off topic... > > Our support organization is trying to create a problem determination > guide for our product. What I mean is a "scripted" flow chart that > they run through to try and isolate (or even fix) a customer's > problem. The biggest issue I see with this is that as a product > changes over it's lifetime, the contents of this guide will change. > In addition, we'll want this to be developed by the support personal > as they gain experience with the product, finding new diagnostic > procedures and tools. > > This is likely something built on a hierarchical database with a bunch > of questions like, does this work? Does that error occur? Is there > this message in a log? > > Anyone seen this? Any suggestions. I think I know what you're talking about. Years ago, I was looking at using such a product. But that was years ago -- as I remember it ran in DOS and came on 5 1/4 floppies! I'm sure the concept is still around, and has certainly improved since then. I don't recall the name of that program (if I can find an old box of disks I'll see if I kept a demo), but I think there was a "K" in the initials. The keyword to look for is "knowledge base" -- a little more precise than data base. Kraig