Policy: Document EVERYTHING

Policy: Document EVERYTHING

Documentation is a huge part of our company culture. Rather than storing knowledge in one person’s head, when we learn new things we put them in knowledge base articles so everyone has access to the knowledge. This includes how-tos, specialty software a customer may use, frequently seen issues etc. 


Get used to searching for technical answers in the Autotask KB. If we've seen an unusual issue before, the solution will most likely be documented  in the Autotask KB. If not, then it's time to ask someone for help. Once your issue is resolved, add the solution to the AT KB and notify Roberta. 


 Similarly, everything related to a specific customer issue or concern gets documented in a ticket. Put notes about phone calls you've had with customers, unusual device behavior, scheduling concerns, etc. in the ticket right away and change the ticket status when necessary. 

IT Glue is where we document customer infrastructure. See Where to Put Information in IT Glue and Documentation: Best Practices. There are many articles on IT glue in this KB. Do a search for "IT Glue." 

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