Documentation Storage

Documentation Storage

To keep our internal documentation consistent, accurate, and easy to find, this guide explains where different types of information should be stored—in Autotask, IT Glue, or the Company KB. It reflects our current practices and helps ensure that technical, administrative, and client-specific materials all live in the right place. When in doubt, refer to this guide before creating new documentation, and link rather than duplicate whenever possible.

 

    • Purely technical → Autotask KB
    • Purely Administrative → Company KB ("Zoho KB")
    • Mixed or infrastructure-level (such as automation or client setups) → IT Glue

 

🧭 Quick Decision Guide

Ask yourself…

Then store it in…

Is it a purely technical fix or troubleshooting process for technicians only?

Autotask KB

Is it about how our systems or automation run behind the scenes or about complex or client onboarding setups?

IT Glue

Is it about internal procedures, administrative workflows, HR, billing, or communication?

Company KB

Does it include client passwords or other sensitive credentials?

IT Glue

Does it describe how to use Autotask, create tickets, or handle administrative tasks?

Company KB

Is it complex and better formatted visually (tables, step lists, screenshots)?

IT Glue (even if general)

Is it referenced by multiple systems?

Store in one, link from others

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