teamniteo/handbook

Missing instructions on what person needs for some DOF

dz0ny opened this issue · 4 comments

dz0ny commented

For example:
Write/Update support docs. > Where (custom page) some subpage, template, what they need to include, style of writing (runbook or plain), review process, the person reviewing.

Write/Update Help Center article. > Where to edit, how to edit, what it needs, review process. Save as draft or publish at once...

Ref: https://niteoweb.slack.com/archives/C072KSRHP/p1498651301171720

Article on runbooks https://blog.softwareoperability.com/2013/10/16/operability-can-improve-if-developers-write-a-draft-run-book/ < more from dev/ops perspective not so much support.

marbeann commented

If these are issues that require help articles to be updated, Support should be notified and they'll do the changes.

Assign ticket to support to update the help article (related intra docs as well). If they have any questions or is confused, it would be impossible to write the help article at all and that's not good. Means, they themselves need to understand the process first before pointing users to it.

I think this is also a good way to keep Support on the loop of what's going on on the dev side. Small window for any questions/clarifications for devs on the changes.

Once docs created/updated, close ticket or revert back to dev.

dz0ny commented

@marbeann this is for user stories. It's not a question of if but where what and how.