Purpose:
Section titled “Purpose:”To resolve a problem ticket related to missing KBs, or CI information.
Scope:
Section titled “Scope:”All centrexIT employees
Responsibility:
Section titled “Responsibility:”vITMs, Senior IT manager, Process owners, any other KB authors or owners.
Completion Criteria:
Section titled “Completion Criteria:”- An updated or added CI, or updated and published KB.
Records:
Section titled “Records:”- Link to the updated CI or KB
- Closed problem record.
Steps:
Section titled “Steps:”- Prerequisites:
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A PRB work ticket in Halo created following KB00032405.
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An identified documentation issue that requires time to update or complete.
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Examples include:
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Updating client user onboarding or offboarding documentation.
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Updating CI information
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Updating network documentation
- Set the ticket to “Documentation Request” status.
- Update the PRB with the detials of exactly what needs to be updated or created.
- Assign the PRB to the person who is the owner of the documentation. For a KB, refer to the owner listed in Halo. For client information or KBs, assign to the client vITM. If unsure of the owner, reach out to Senior IT Manager for guideance.
- Reach out directly to the Identified owner that has been assigned and get a by-when commitment from them and update the ticket with that by-when date and notate that commitment.
- Assignee of the ticket needs to then create or update whatever documenation is requested.
- Once updated or created, add notes and a link to the new or updated documentation, notify the original requestor, and then set the PRB ticket to “closed” status.
Process References:
Section titled “Process References:”- KB00032405