Expert use of SNow KBs and plans for new SNow views

by Natalie Kane (CERN)

Monday Apr 29, 2019, 3:00 PM → 4:00 PM Europe/Zurich

CERN

Behind the Help tab of the printing service there is a rich collection of FAQs, in the form of SNow KBs, in english and french.

Natalie will explain how she brings out the full functionality of SNow KBs and what the SNow developers can promise for more attractive views in the future.

This will help us conclude on the FAQ policy for CDA services, discussed in March 2019:

• Policy conclusion for FAQs:

  • We need to find out whether there is a API to synchronise between SNow KBs and Markdown service site sections with FAQs. Thus, Markdown sites can contain everything without the service managers having to maintain stuff in many places. Ideally with a flag signaling what has precedence (SNow or the Markdown site).

  • Discourse will still be recommended as community peer help.

Notes from the talk:

The print services' example. The KBs exist in english and french.

a. can be grouped by topic=category, which gives good URL to group all KBs on a topic

b. can be linked to >1 FE / SE

c. you can create your own categories (this is a text string you can decide on your own). If a category already exists you have to check whether you can attach your articles to this category or whether you should use a lead word, e.g. 'twiki - getting started' to avoid all (irrelevant) 'getting started' coming up.

d. you can impose visibility restrictions (who can see the KB).

e. the use of keywords helps promote the KB you want on searches. The keyword entry is very easy.

f. New view due for Q3 2019 promotes KBs very much. They are the first results coming up in searches.

We need to find out whether there is an API to synchronise between SNow KBs and Markdown service site FAQs.

There is no flag to mark deprecated services. But one can hide services all together.

SNOW-KBs.pdf

SNOW-KBs.pptx