Docs as SSOT with active Support involvement; process/policy improvements
Per a meeting with @sytses, Support (@tatkins, @lyle, @tcooney), and Technical Writing (@mikelewis) (notes here in Meeting section):
- We want users to be able to find the information they need; information which may not yet be documented, but which Support may know or become aware of in the process of troubleshooting.
- Support should share this info for future use. We need to clarify how to do it.
- We should avoid having disparate information sources: hard to properly maintain, hard to offer a good UX and keep info organized and findable.
- Therefore, we want to uphold the GitLab Docs as the SSOT for using and troubleshooting our products, and make it easier for Support (and others) to contribute, while clarifying the process and permissions for doing so.
Needs:
-
Updated documentation process/standards to include in GitLab's doc/development/documentation/
(WIP https://gitlab.com/gitlab-org/gitlab-ce/merge_requests/23951) -
In Support Handbook, cover relevant items from https://gitlab.com/gitlab-org/gitlab-ce/merge_requests/23951. Can wait until item 1, above, is complete, to determine what to link out to vs. summarize. -
New MR template for documentation fixes and improvements. (Existing 'Documentation' template is mainly geared toward covering new and enhanced features with new docs.)
Edited by Mike Lewis