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 occure? Is there this message in a log?
Anyone seen this in Drupal? I know it could probably be built with the book module, just looking for something a bit more fault analysis based.
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