Technical Documentation

Tinker Fadoua

Good Day,

               

For some reason I keep thinking it is Friday 🤪, I guess weekends are too short we barely get to enjoy them especially when weather is not collaborating.

Ok let me start my discussion today by asking you how much documentation do you write at work?

• Do you have a KB for repetitive problems?
• Do you have pages dedicated for your Atlassian or other applications upgrade or installs? How much detail do you log on those?
• Do you have SOPs?

Any elaboration will be greatly appreciated.

Best,

 

 

Patrick Cartier [Candylio]

Hi @Tinker Fadoua ,

Interesting topic for a discussion.

Let me start off by saying that I think documentation is very important.  I do it for just about every customer I have done services for, unless they specifically ask me not to do it.

For most of our customers, we need to document how we did anything so that they can repeat the steps if necessary.

Having a KB for repetitive problems can save time for larger organizations with many customers, however, I think for small businesses the time spent writing documentation isn't worth the amount of issues that arise.  I'm curious what you or other people think the "breaking point" is for an amount of tickets needed to create a KB article.  5? 10? 20?

For Atlassian application upgrades or installs we like to have documentation on how to do these things, then for each upgrade or install we can have a separate page to talk about what went well or went wrong so we are accumulating data and in the future we can use that to help us perform similar tasks.

The only SOPs we have are for upgading Atlassian customers .