Documentation: Best Practices
Document Anything New or Changed
When we set up anything that can be defined as “new” or “changed”, it must be documented. For example:
- a customer that wasn’t using Splashtop is now using it. That’s something new so we need to add a remote access flexible asset.
- A user password is changed. The change needs to be made under that org’s passwords in ITG.
- A user ‘s personal email address changes. Needs to be changed in their contact in Autotask.
- We install a new firewall:
- The LAN flexible asset needs to be updated to link to the new device.
- In the security asset the new firewall needs to be referenced
- In the security asset a new configuration backup needs to be uploaded.
- A backup asset may need to be updated
Be aware of the related items when you update an item. Make sure any related items that need to be changed are edited as well.
Documenting anything new or changed is the responsibility of the person who changed it.
Hide Personally Identifiable Information (PII)
When creating a how-to article, you may want to include screenshots. You must mask any personally identifiable information including customer names, end user names, email addresses and phone numbers. Here is an example:
It is absolutely mandatory that you mask PII when using screenshots in your documentation, whether the documentation is internal or is customer-facing.
Please read the following for more information on documentation practices:
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