>Hi all
>
>I want to know if there is a util that will allow for support people to answer users query as fast as possible by typing in few words.
>
>There are routine problems coming up and these I want to document so when a user calls even a novice support person can handle the user.
If you want to do something yourself, I would say you have one table that stores a problem and its associated solutions, and another one for keywords (you associate a few keywords to each problem). This should make the search quite fast.
A full-text search should also be supported. In fact, if you have relatively few records (maximum a few thousand), you might just do a brute-force full-text-search, and forget about the keywords or any other sort of optimization.
Difference in opinions hath cost many millions of lives: for instance, whether flesh be bread, or bread be flesh; whether whistling be a vice or a virtue; whether it be better to kiss a post, or throw it into the fire... (from Gulliver's Travels)
