KnowledgeBase - Training - Welcome to the New KB

This is a document intended to introduce employees to the new KB Refresh. It also will serve as educational material for onboarding.

Welcome to the KB Refresh! We've worked long and hard to make the KB a destination for all SAITS knowledge. There's a lot of changes and a new structure of documents to wrap your head around, but you'll get used to it quickly. If you have any questions about terms and concepts, talk to a fellow Help Desk employee.

What's New

Reorganized Topics Map

Document organization is much different in this version of the KB. Every document is categorized under the topics map which has 5 high level topics, listed below.

  • Hardware: Any documentation regarding hardware falls under this category
  • Software: Covers all SAITS supported software. This topic will likely have the most documentation.
  • Services: Used to categorize web or other types of services. Services often have a client side as well, which generally resides in the Software Topic. This category is for things such as the Office 365 Service. 
  • Office Documents: Documents regarding SAITS specific procedures will be placed here.
  • Web: The web topic is mostly used by the Web Dev team. It includes all documentation about web applications, web development, and Content Management Systems (CMS).
To visualize this structure, take a look at the Topic Tree, as well as the Topics KB doc 64077.

Document Types & Templates

Five different document types have been created in order to create more organized KB articles. These document types should cover most issues that we would want to document within the KB. A template has been created for each of these five document types. The templates will be used whenever a new document is created. Below is a description of what is included in each of the templates.  
  • Overview: General purpose introduction and links to common issues. This functions as a landing page for anyone looking for information about a particular software.
    • Introduction: What the software is about, its purpose,  which departments use it, etc.
    • Technical Details / Requirements: Describing what the application is in more detail, what services it may interface with.
    • Service Levels: Which department supports which parts of the application or hardware.
  • Deployment: Covers deployment and setup of hardware and software. This document can be omitted if there is no significant method of deployment.
    • Intended Audience: The target audience for this document. 
    • Prerequisites: Any system requirements that must be met prior to installation are listed here. This includes supported operating systems, system requirements, access requirements, and any additional prerequisites.
    • Installation Steps: Step by step instructions directing the reader how to deploy or install the application.
  • How-To: How to use the software, including more advanced features that are frequently asked about. This does not need to be a detailed guide on how to use every feature, but is just a quick overview of the most frequently-used parts. These steps are intended for users to follow rather than SAITS employees.
    • Intended Audience: The target audience for this document. 
    • Prerequisites: Any system requirements that must be met prior to installation are listed here. This includes supported operating systems, system requirements, access requirements, and any additional prerequisites.
    • Additional Information: Any useful additional information. 
    • How-To Steps: A detailed list (likely including pictures) which describes the procedure to complete the task.
  • Troubleshooting: Finicky issues and commonly-seen bugs. Multiple issues will go in one unified troubleshooting document for each lowest-level topic unless it becomes overwhelmingly large. Each issue will have the following structure:
    • Escalation: Troubleshooting documents will assume that the HD will solve the issue unless there is a clear distinction in the summary of the issue. Please include a list of information that should be sent to whomever the issue is being escalated to (e.g. Computer Name)
    • Description/Reproduction: How to reproduce the issue and generally what the issue is.
    • Step-by-Step Solution: A concise yet detailed process that shows how to resolve the issue.
    • Example Ticket: If there is a detailed, solved issue with good journaling as an example of resolving this issue, include it. If not, omit this section.
  • Training: Describes the tools we use to interface with the infrastructure. This would be an informational document for everyday tasks that SAITS staff will perform frequently and could be featured in onboarding.
    • Introduction: A high-level introduction of what this document covers.
    • Training Steps: A concise yet detailed process that shows how to  use the tools to perform tasks. There will be a lot of variety in the instructions you may have in this section. 
    You do not need to use every single document type for each topic! All topics should have an overview document, most will have Troubleshooting, but many may not have Deployment or How-To documents. It all really depends on which top level topic your document falls under. Use your discretion to keep documents concise and organized, but do not create your own low-level document types. Stick to what is included in the outline above. Whenever you are creating a new document, you must use one of the templates.

    New Titles

    When creating your document title please adhere to the following guidelines:

    • The first part of your title will be the name of the application/topic you are documenting. For example, the first section of the title for this document is "KnowledgeBase", since the documentation is regarding the KnowledgeBase.
    • The second section of the title will contain the name of the document type you are using. This is the same as the template you are using. In this document, we are using the Training template, and since the document is about KB training, we have chosen "Training" as the second section of our title.
    • The third section is not always necessary. It will always be used for Training, Troubleshooting, and How-To documentation, since these document types can have multiple of each of these documents. This section should include the description of what specific process your document is about. In this document, we have selected "Welcome to the New KB" since we are giving an overview of the changes made to the KB. Most of the time, you will have a more specific training item you are documenting than something as generic as this document.
    If you have followed all these guidelines, your title should look similar to the one in this document. If you are unsure of how your title is supposed to look, view titles of other documents.

    Help Desk Contribution

    A new facet of the refresh is encouraging HD students to create documentation. One of your responsibilities is contributing to the KB, and you will be expected to write documents about issues and technology that you encounter which is not included in the KB. Additionally, any information about which department specific issues are escalated to should be recorded. Anytime a HD worker goes to a upper-tier worker for help, they should be able to put their knowledge about resolving the issue into a document for future use. Hypothetically, once the KB is ready for HD staff to contribute to it, we should only have to ask a specific question to full-time staff once and then document it, so we do not waste time asking the same question over and over. 

    Other departments will be responsible for writing documents on upper-tier specific information (Web onboarding, Enterprise-specific issues, etc.) which the HD does not encounter. If a ticket was resolved at the Help Desk, the Help Desk will be responsible for creating the documentation for that issue. The document will still need to be vetted by Tier 2 subject matter experts.

    It is the responsibility of the Help Desk is to determine which documentation needs to be created, and then inform Tier 2 about the documentation to be created. The method of tracking this will be separate documentation in Cherwell. A ticket will be created when documentation is found that needs to be created by Tier 2.

    Further Reading

    Are you interested in taking some more time to learn how to use this KB properly? If this describes you, follow some of these links to read some informational documents.
    • Document 64002 is unavailable at this time. : Creating a New Document
    • Document 64008 is unavailable at this time. : Updating an Existing Document

    Keywords:KB, SAITS, refresh, help, new   Doc ID:63833
    Owner:John K.Group:UW-Milwaukee Student Affairs IT
    Created:2016-06-02 14:45 CDTUpdated:2016-09-12 08:17 CDT
    Sites:UW-Milwaukee Student Affairs IT
    Feedback:  0   0