Im looking for a feature in confluence that my old team used called redmine (open source, http://www.redmine.org/) . With this tool we could create entries that explained how to solve a specific error. So whenever we got a call during night we would create a "ticket" for use within the team. Its purely to save important how-to's and to create a knowlede bank, that you could use for searching defined on "server" "system" "problem" and so on. It also featured a calender function (see attached)
Jira is the issue tracker that complements Confluence, although I'd tend to carry on using Confluence as the "knowledge bank".
This article covers a lot of what I'd say on the subject: https://confluence.atlassian.com/display/DOC/Developing+a+Knowledge+Base+on+Confluence+Wiki
You might also want to look at "Team Calendars", which is an Add-on for Confluence for handling, well, calendars.
Also, Jira has an add-on called "Service Desk" which puts a layer over the core "issue tracking" functionality to make it much more like a helpdesk (so the "customer" sees the basics of what they need to see and your "support/developer" people get the detailed view)
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