Site Maintenance

Fundamental Premises

• Services are presented from the point of view of our customer, not from the point of view of our internal organization - references to our internal organization should be used very judiciously.

• Service families should represent how our community might view the service. For example, we may think of videoconferencing as being about the conference rooms, but our community may be looking for video chat or online meetings.

Adding a News Item

News is posted to the site using the built-in Confluence Blog. (see the Add link at the bottom of the page. Page and blog post are the first two options.

Writing a short news article is easy, using the rich text editor. There are four possibilities

• Associate the news item with a service
• Tag the item as a "newfeature" which causes it to show up on the front page
• Tag the item as "promote" - also moves to the front page area called  "From our People" and intended for Division management.
• Planned Downtime - shows up on the FAQ with the same name. label = "downtime"

Associating it with a particular service is accomplished by associating the blog post with a label associated with the service.

For example, a news article on Commons, the wiki upon which this site has been built would be labeled "commons". A post that references something related to our Software download Site would be labeled "software".

You might ask - how does the blog post with the label appear on the service page?  This is accomplished by using a "macro" like this - using the commons example cited above:

{blog-posts:content=titles|labels=commons|max=6|sort=creation}

A listing of services and the labels we have established for each follows (click heading to sort by service or label)

Service Additions and Modifications

New Service Pages have a recommended standard format which involves the type of content that will be helpful to customers as well as the format in which it is displayed. It utilizes several of the built-in macro's in confluence, the wiki that we are using for this site.

If you create new service, add a page and select the new service template (a link above the new page will allow you to select one of the available templates for the space).

IT Service Template

Sample Page (Gmail)

Guidelines

h4. {color:#003366}{*}Overview{*}{color

Give an overview of the service.

If there is a quick access or get started page, link it here on its own line.

h4. {color:#003366}{*}News and Commentary{*}{color}

Use the blog posts macro and put a labels link to either the section heading or the specific service as appropriate.

Set Max = 3 unless it is a service with a lot of churn, in which case use max = 7.

{blog-posts:content=titles|labels=gmail|max=6|sort=creation}

Describe whether this is part of any particular strategic initiative, and which part of the strategic plan it related to.  (e.g. Gmail is part of our Cloud Initiative and is part of our Google Apps Platform Strategy.  More information is available in our Strategic Plan>>>  )

h4. {color:#003366}{*}Getting Started{*}{color}

Put the quick start links and explain how to get started in SHORT form.   

h4. {color:#003366}{*}Help{*}{color}

1. Describe the support level - at this point, most services should be described as "fully supported," or "pilot."

2. Then describe where to get help online, then helpdesk links.

3. Link to the Commons IT FAQ and, if the service has churn, use the recently updated macro to link.

Recently Updated in the Google Apps Help Center: 
{recently-updated:spaces=google|max=4|theme=concise}

h4. {color:#003366}{*}Related Services{*}{color}

• Put links to related services here, including the "category" of this service.

For Example:

• First link is to Collab Services
• Self-Hosted Email Services and Email Hygiene
• Mail Forwarding
• Mailing Lists
• Google Apps 

h4. Rates

1. If the service is OH funded (or mostly OH funded with additional, describe as follows:)

• The service is part of the Berkeley Lab Technology Resource Kit and is provided to all employees and affiliates at no recharge.
• Some add on services may incur costs.

2. If the service is not OH funded, use an excerpt-include macro to include the rages page - See example. 

{excerpt-include:Backups Rates|nopanel=true} 

Note: you have to create a rates page with the name exactly as stated after the word "include" and it has to be a child page of the main rates page here.
The same kind of excerpt statement should be on the main rates page as well. Something like this

h3. Wireless
{excerpt-include:Backups Rates|nopanel=true} 

FAQs can be labeled in the same way that blog-posts can be labeled. Most of the service pages will show the most recently updates for the FAQs under the Help Section.

An IT Divisional Calendar has been created in Google. Admin staff and IT Management have access to this secondary calendar. An "agenda" view of the calendar is displayed on the front page of the IT web site.

Access Tips

• You will need permission to edit a page in this space. Have your Group Lead or Department head request it via an email to collaborate at lbl.gov.

• You will need to login. (with this theme, you have to vertically scroll to the bottom of the window, mouse over the title 'Anonymous", and then log in.

Rates

If the service is not OH funded, use an excerpt-include macro to include the rates page in your service description page - See example. 

{excerpt-include:Backups Rates|nopanel=true} 

Note: you have to create a rates page with the name exactly as stated after the word "include" and it has to be a child page of the main rates page here.

{use-layout:ITSERVICES}

{excerpt}
Fill in the rate information here
{excerpt} 

The same kind of excerpt statement should be on the main rates page as well. Something like this

h3. Backups Rates
{excerpt-include:Backups Rates|nopanel=true}