Time for another documentation update, and this one’s a doozy. You know that cool Banno Knowledge base, located at knowledge.banno.com, filled with all kinds of useful technical docs for our customers? Wait, that URL seems wrong. And why don’t I have to auth for it?
Oh yeah, that’s the public one. It’s live now and you can use it and share it and love it. BUT BUT BUT before you do, please read the two paragraphs below. They’re important.
The Banno Knowledge base is the location for all information about our products and how they work. It has both an internal version (which requires a Banno or JHA email to access, like the wiki) and an external version, and for now those two will remain deployed separately. All your ops docs and internal documentation will continue to live at docs.banno.com/knowledge for the time being, though they’ll both build from the same GitHub repo. The wiki, with all the info about how our teams work, onboarding info, and process, will continue to live at docs.banno.com.
While it’s worth noting that the customer facing knowledge base is in beta, please feel free to start sharing links to documents with customers when they ask about a particular feature. We know not everything is documented yet. We’ve got a long ways to go, but we’re looking for any and all feedback, which you can direct to #org-documentation or tag with the :documentation-team: reaction emoji in Slack.
If you have any questions, please, don’t hesitate to let us know. We want this to be a resource people use, so if anything seems off or looks like it could be improved, we’re all ears.
What’s new this week
Hey, let’s get to the update part! We’ve been working on a few things recently. Here’s what’s out there in the world and ready to be used:
- Banno Knowledge - I know, we just talked about this, but the public-facing Banno Knowledge site is out in Beta! This required a lot of work from a lot of people, and has been a primary focus for the last couple weeks.
- Banno Support - Banno Support is officially our first fully-documented product! We’ll be making sure that new features are updated as they release, and this is kind of the model for how we’ll be documenting everything. Obviously some products will be bigger or smaller, and we’ll be prioritizing based primarily on new features shipping that we need documented. In this case, case tagging and routing bumped this to the top of the queue. Big shout out to Kevin Casey for being on top of our questions and reviewing!
- Ops Docs - More ops docs, every week! Our plan long-term is for teams to handle their own ops docs, creating pull requests for new docs that we can help shepherd through. We’ve helped out with a few early contenders, but we’ll be expecting y’all to dig into GitHub and create some new content as we go along. We’re happy to help, and we’ll be creating more documentation as a part of our usage guide to help guide folks on the right path. If you’re a bit nervous around markdown, I recommend Typora as a nice, lightweight markdown editor that’ll take care of the syntax for you.
- Jira - We’ve moved our Documentation board into Jira! This will be key in how we handle incoming requests, with the amazing Erin Colwell helping bridge the gap for us on the best way to utilize Service Desk and existing issue workflows. We’ll have more info in the next couple updates about how we’re using Jira, but if you want to see what’s in progress or in the hopper, this is where you can find it.
What’s on deck
Our On Deck list in Jira will cover most of this in the future, but there are a couple bigger items in progress that are worth noting.
- People permissions - We’re documenting all permissions for users and groups, including best practices for customers (thanks, Nathan Henry!) and settings that aren’t yet exposed in the UI and need help from Implementation to enable. This will probably be broken into a couple docs, but expect to see a rough draft in the next week.
- People Security management for Users - We’ve got a few updates to do here regarding account recovery, and we’ll likely do a review pass to make sure what we have is up-to-date.
- Form Builder - We’ll be tackling both the builder and submissions in Support this month.
- Zelle - Who doesn’t love a big doc? There’s enough to this that we’ll be starting it potentially a little earlier than we normally would for the sake of having it ready when we launch.
- Transfers docs - The behemoth continues! As of last week, we’ve got an overview doc done and internal transfers nearly done. External transfers docs will be done soon, but there are a good few extra docs floating around out there pertaining to transfers that we’ll also be pulling in to make sure we have full coverage.
Much of this may shift based on feedback and usage for the Knowledge base. Please use it, share it, and let us know what everyone thinks! We’re super excited to get this out into people’s hands, and look forward to continuing to add content and value to it in the coming months!