This book is a very easy guide on how to transform a frequently asked question section in your website into an automated tool. You can see it live at www.translation.net. The script inside is useful for building a vocabulary, an address book or any other knowledge base that you can display and sort alphabetically by clicking the letter. It is similar to yahoo address book. The second part contains a thorough analysis and research on the tracking systems, and specifically Bugzilla. It gives the logic behind the e-ticketing and bug tracking.

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