Comala Document Management SLA

Owned by Jessica Marshall
Last updated: Apr 15, 2022
3 min read

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

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. Please see the parameters below to see which process you should follow. 

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

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:

  1. Confluence Editor edits and publish page(s)
  2. Confluence Editor submits page for publishing approval
  3. Automated Page Approval request emailed to Approver
  4. A JIRA Service Desk ticket is created by an Approver, signaling confirmation of publishing request
  5. Page is Approved or Rejected and the JIRA ticket updated
  6. T&D PO notifies Confluence Editor of page status through the Jira ticket
  7. This process continues till the page is approved and published


NOTE: Each submission results in a ticket. Users should wait until all edits are completed before submitting for approval.



Publishing Timeline


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 once the T&D 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 Editors and Approvers.

  • 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 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.