Comala Document Management system regulates the way Confluence page editors update information on current pages and on additional pages added in the future for external (customer-facing) Confluence. The system also seeks to ensure that documentation standards applied to Confluence are being used by confluence users while they are creating and updating spaces and pages.
Updating Confluence Pages
Having new content and pages updated within the system consists of defining the The goal is to maintain the pages within the USF IT Documentation space with updated content. In order to accomplish this, content/layout edits made to a pre-existing page or the addition of new pages within the USF IT Documentation space will require approval by the Training and Development Team. With the new approval system, it will be important to define the size/extent of the updates so that the proper actions can be taken in order to have approved content available for external usage. In order to accomplish this updated content needs to be approved by the Training and Development Team.
Service Desk ticket
- Minor Text Changes
- Image Updates
- Slight Format Changes
- Adding a New Page to an existing space
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NOTE This ticket needs to include the page URL of the change, the exact content that was changed and the Label "Comala Approval". |
Content changes that have a larger scope will sometimes need to be reviewed by multiple departments and teams. In this regard, the content editor would need to submit a service request to the Training & Development team.
Service Request
Service requests are made through sfails
- Editing multiple pages within an existing section
- Moving a section
- Adding a new section
Publishing Timeline
Lucidchart
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Keep in mind that new pages or edits are not viewable to End User(s) until they have been approved. An Editor must Submit a page to be considered for approval. To learn how to submit a page using Comala here. |
Definitions of editor vs approver vs end user
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Confluence editor = The person who makes content or layout edits to the Confluence page Approver = A member of the Training and Development team who review(s) a submitted Confluence page for adherence to the style guide, working links, etc. End User(s)= Students, Faculty, Staff, and any other users of USF's IT-supported technology |
Page Edit Workflow
A Confluence Editor would use the Page Edit Workflow when the edits are equal to basic text/image or format edits on one to two pages or one new page.
Once edits are submitted, the workflow is as follows:
- Confluence Editor edits and publish page(s)
- Confluence Editor submits page for publishing approval
- Automated Page Approval request emailed to Approver
- A JIRA Service Desk ticket is created by an Approver, signaling confirmation of publishing request
- Page is Approved or Rejected and the JIRA ticket updated
- T&D PO notifies Confluence Editor of page status through the Jira ticket
- This process continues till the page is approved and published
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NOTE: Each submission results in a ticket. Users should wait until all edits are completed before submitting for approval. |
Publishing Timeline
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Timeframes for Page Edits begin after a JSD ticket has been made and the Confluence Editor has been assigned as the reporter. Timeframes for Section edits and larger jobs begin |
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once the T&D |
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PO has notified the Confluence Editor that the work has been started (through email or a JSD ticket) |
Real-Time Editing Status
All external Confluence pages will have states as they are being edited by confluence users and approved by confluence editorsConfluence Editors and Approvers.
- In-progress
- Review
- Approved
In-progress is the default setting of a non published pages before they have been submitted by the content editor. When pages are submitted for Review, their status changes to review. This is where the process may bottleneck due to possibility of page edits being rejected. Through the page comment system and Jira Service Desk tickets the status of the page will be documented. Once the page is approved, the status changes to Approved, the page is published, and the Service Desk ticket is closed. All edits will generate a new Service desk ticket in order to accurately track page history.
Training & Development Sprint Strategy
Sprint planning for Page edits up to 2 day turnaround
- T&D team should plan a running Confluence approval task every sprint
- Smallest increment would be to set a 3 point story
- Approve between 1 to 3 pages that can be a part of operational strategy. Every quarter adjust as needed
- During each sprint a rotating T&D team member monitors for new pages.
- Designate secondary T&D team member in case the story becomes higher than expected (High impact or urgency content update).
For larger tasks such as full section edits, multiple page editing and space edits
- Teams and departments should report coming changes to T&D PO
- PO establishes rough timeline of when to have work completed and when final approvals should be completed
- Page and space approval priority will need to be established in conjunction with PO and customer/department history.
- Submit - as soon as edits have been made and saved; allows the Confluence Editor to submit for approval or return to continue editing
- In Review - page has been submitted to Approvers; no further edits should be made to the page
- Resubmit - appears if the page has been sent back to the Confluence Editor for further edits
- Reapprove - page has been resubmitted to Approvers; no further edits should be made to the page
- Published - indicates the page has been approved
Special Cases and High Priority Content Publishing
In case of immediate need, the PO will have to work with the client and the T&D team to develop a viable plan to see to these needs. The factors that require immediate service is are defined and determined by the PO in conjunction with the T&D Team Lead.
Deleting/Archiving
If you would like a page deleted or moved from the USF IT Documentation space, please put in a ticket through the service desk with a link to the documentation and where it should be moved.