A collaborative effort in our IT department has been made to centralize documentation into confluence instead of using products like OneNote and SharePoint. This aligns with the decision to move our ticketing system to Jira Service Management due to the robust integration capabilities.
A meeting was held to discuss a bare-bones document structure. This was then created in our IT Helpdesk Confluence space. Since this folder is split into an IT Internal folder and Client folder, permissions were set for client/IT internal view as well. This was done by editing restrictions at a folder level and setting certain groups to “View only”, “Can edit” or “No access”.
The space access settings were also configured to provide certain groups and users access at a more granular level.
To keep the client and internal knowledge bases consistent and so we can leverage naming conventions through future API automations we put the following statement in the home page:
In addition to this, we created a soft approval workflow that leverages Confluence’s built in automation feature. First, we set all newly published pages from non-admin/approvers to a status of “Awaiting Approval”.
Once that is done, there will be an automatic notification sent to the admin/approver that is associated to a department (notifying them that a new document has been published and is ready to be approved).
Technically, the users can set their document status to “Verified” themselves; however, we wanted to at least notify the department leads.