Comala Document Management SLA

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 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.

Submit a Service Desk ticket

• Minor Text Changes
• Image Updates
• Slight Format Changes
• Adding a New Page to an existing space

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.

Submit Service Request:

• Editing multiple pages within an existing section
• Moving a section
• Adding a new section
• Adding a new space

Publishing Timeline

Timeframes for page edits begin after ticket is submitted.

Tickets are added to the queue on a first come, first served basis unless it is a high priority or urgent change.

Timeframes for Section edits and larger jobs begin when the edits have been completed and submitted for T&D team review. Thus it is scheduled as sprint work for the T&D team. 

The above mentioned does not suggest the team will wait to approve edits in 48hrs (for example). However, approvals could take up to but no more than 48hrs depending on the number of tickets in the team’s service queue. 

Real Time Editing Status

All external Confluence pages will have states as they are being edited by confluence users and approved by confluence editors.

• 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.

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 defined and determined by the PO in conjunction with the T&D Team Lead.