At Atlassian we also do this process, (see the Atlassian Knowledge Base), but we still haven't found a way to automate the process yet so we do it manually. However, the process is very simple because we have a template that we fill in that lists symptoms, error messages, the probable causes and steps to fix the problem so that converting a known issue into a Knowledge Base document only takes 5-10 minutes for an engineer to complete. So, the secret is definitely in the preparation of templates to ensure uniformity of the Knowledge Base and to speed up the process of converting bugs into Knowledge Base documents.
All the best,
Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...
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