Information Architecture

Overview

This document outlines the information architecture for our team, providing clear guidelines on where and how to store various types of documents and resources. It is intended to be a living document, meaning it is updated periodically to reflect changes in our processes and tools This guide is designed to be easy to follow for both Engineers and Analysts.

Resource Locations and Best Practices

Service Now

• Genesys Troubleshooting Documents: Store all Genesys troubleshooting documents in the Service Now Knowledge Base to ensure they are easily accessible and up-to-date.
• External Troubleshooting Guides: Until the Service Now CSM portal is created, external troubleshooting guides will be stored in the SharePoint of the External Teams Channel. This provides a centralized location for all external troubleshooting resources.

Future state

• End User Support documents would be stored in the CCaas-Documentation Repo and pushed to ServiceNow as part of a IaC process.

GitHub Repo and CCaaS Documentation Hub

• Development Code: All code must be stored in GitHub Enterprise, following the same version control and collaboration practices as other development support documents.
• Development Support Documents: Store all development support documents, including code, in GitHub Enterprise. This platform provides robust version control, enabling effective collaboration and ensuring that all changes are tracked. It also supports integration with various development tools, making it easier to manage and maintain your codebase.

---

Loop

• Temporary storage for documents that are in progress or need to be shared quickly among team members. Loop is ideal for collaborative work where real-time updates and feedback are necessary.

---

SharePoint

• Project SharePoint

  • Used by a Project Manager store requirements workbooks, flow diagrams, project artifacts, and other project-related documentation.

• Team’s SharePoint:

  • Visio, Excel, and Word Files: Storing of sharable documentents and spreadsheets that are not code-related but need to be accessed by multiple team members.

  Future state

  • Flow diagrams will be via a Diagrams as Code as part of IaC and stored in a Github Repos for each client or a single repo.

Queue and Call Flow Documents

• Mermaid and Visio: Create queue and call flow documents in Mermaid and Visio (if required by the client). This ensures that these documents are clear and meet client requirements.

Best Practices for Saving Files

• Version Control: Always use version control when saving files to ensure that changes are tracked and previous versions can be restored if needed.
• Naming Conventions: Follow consistent naming conventions for all files to make them easy to find and identify.
• Documentation: Provide clear and detailed documentation for all files to ensure that they can be easily understood and used by others.