What to do if you can’t find the answer to a question in a Playbook or FAQ
Introduction
As a Support Engineer, you will often encounter questions or issues that you may not have experienced before. In those situations, you should check the Pylon Knowledge Base (FAQ).
In a perfect world, you will be able to find the information you need in the playbooks or FAQ but there may be times when you cannot find that information there.
When that happens you should create either a playbook or FAQ entry so that the information will be documented the next time someone encounters that question or issue - which is what this guide is for!
Whether you create a playbook or a FAQ entry will depend on the scope of the question/issue. If the question or issue can be explained in a couple of sentences you should create an FAQ entry. If the question or issue requires a more detailed discussion or a step-by-step walkthrough you should create a playbook. When in doubt, feel free to ask!
Procedures
We have playbooks for both creating a new playbook and adding an item to the FAQ. Check out the Resources section below for links to those guides.
Resources
How to add or update an entry to the Pylon Knowledge Base (FAQ)