1. Release Notes Automation | STC Summit 2016 | #stc16 | 1 Automate Release Notes for Quick and Accurate Results and Barry Grenon Senior Manager, Genesys Tanya Ivanova Senior Manager, Genesys Wed. May 18, 2016 8:30 AM ROOM # #stc16

2. Release Notes Automation | STC Summit 2016 | #stc16 | 2 About us Our Company We work for Genesys, a software company that deals with solutions for contact centers. Our products are numerous, big, customizable, with documentation that would look familiar to anyone in the telecom industry. A lot of deployment guides, help content, reference information – tens of thousands of pages – and hundreds of Release Notes.Genesys Our Technical Publications team has ~40 writers, working out of two main offices in the US and Canada: Daly City, CA and Saint John, NB. Our Platform Our full documentation suite delivered from a single, dedicated site. Our online platform for authoring and delivering documentation is MediaWiki with customized extensions such as Ponydocs. Ponydocs was created by Splunk for their own documentation and was released as open source. We do not make use of the collaborative and community aspects of wiki technology.PonydocsSplunk Note: The documentation site is currently open only to Genesys customers, partners, and employees. © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

3. Release Notes Automation | STC Summit 2016 | #stc16 | 3 Are you our audience? Yes, if you’re a: Documentation team manager looking to improve efficiency and quality Platform developer or technical writing administrator responsible for developing tools and processes to support user documentation Technical writer eager to streamline documentation preparation The specific tools and technologies we will show are for JIRA (defect-tracking system by Atlassian) and wiki (in particular, MediaWiki). © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

4. Release Notes Automation | STC Summit 2016 | #stc16 | 4 What we’ll show Why automate Release Notes? Key components of the solution (software and process) Solution demo Roles-based process Release Note JIRA Plug-in Wiki RN Extension Main challenges Benefits of the solution Future expansion Open source offering © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

5. Release Notes Automation | STC Summit 2016 | #stc16 | 5 Why automate? Companies racing to get products to customers before competition does Software development teams moving towards Agile methodology and Continuous Delivery Problem decreasing time for documentation preparation Documentation teams looking for opportunities to automate documentation production making the time for value-added content © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

6. Release Notes Automation | STC Summit 2016 | #stc16 | 6 Why Release Notes? Release Notes dilemma must be prepared very quickly changing until the last minute on release day Content from various sources New feature descriptions by Product Manager Feature implementation and defect fixes by Developer Both features and fixes validation by Tester End-user perspective and professional language by Writer Automated production of Release Notes Product teams prepare complete, quality content Preparation is quick, efficient and stress-free Product users have timely access to published Release Note content © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

7. Release Notes Automation | STC Summit 2016 | #stc16 | 7 History behind the solution: Move to JIRA JIRA as issue-tracking system 2012 – Pilot for Agile projects 2013 – Rollout to all development projects Note: An issue – a “ticket” for any addition, correction, defect, or task Release Note field Custom field for storing Release Note information in JIRA Added to certain ticket types Used in standard JIRA filter expressions Release Note Plug-in Custom plug-in for JIRA Retrieves content of Release Note field © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

8. Release Notes Automation | STC Summit 2016 | #stc16 | 8 History behind the solution: Move to online docs Online documentation system MediaWiki plus extension called PonydocsPonydocs A set of wiki pages presented as a “book” with a version, a product, and a table of contents to navigate through the pages. © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

9. Release Notes Automation | STC Summit 2016 | #stc16 | 9 The solution in a nutshell Two main environment elements: JIRA (by Atlassian) – Company-wide issue-tracking system MediaWiki (with Ponydocs) – online documentation system Two main technical elements: JIRA RN Plug-in – Extracts resolved and open issues for a release, provides form to tweak, sends JSON post to MediaWiki Wiki RN Extension – Form handler creates a draft online page for the release Two main process elements: Release Note inputs – Developers provide RN inputs in JIRA tickets Reviews – Teams ensure technical accuracy and style compliance Two main preparation stages: Software development cycle – Inputs are added and revised Final release preparation stage – Release Note is finalized © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

10. Release Notes Automation | STC Summit 2016 | #stc16 | 10 Role-based process steps Product Team Members: Developer, Tester, Project Manager, Product Manager Technical Publications Team Members: Writer, Editor, Production Editor © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

11. Release Notes Automation | STC Summit 2016 | #stc16 | 11 Accessing JIRA RN Plug-in © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

12. Release Notes Automation | STC Summit 2016 | #stc16 | 12 What does JIRA RN Plug-in do? JIRA RN Plug-in: 1. Sorts the issues from a filtered JIRA view. Summary of the issue types that the RN Plug-in takes from the filtered JIRA view and sorting, depending on the issue status: 2. Creates an HTML view of the RN entry for visual verification. 3. Sends the information to the Wiki RN Extension (JSON post). © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved. JIRA Issue TypeJIRA Issue StatusRN Section Name New Feature, Improvement Closed, Code Done, ResolvedWhat’s New Defect, TaskClosed, Code Done, ResolvedResolved Issues Defect, TaskOpen, In Progress, Reopened, Resolved, or Closed with Resolution: Will Not Fix Known Issues and Recommendations

13. Release Notes Automation | STC Summit 2016 | #stc16 | 13 What does the Wiki RN Extension do? Wiki RN Extension: 1. Creates a wiki page for the release and updates the Known Issues page for the product. 2. Applies layout templates and adds boilerplate text. 3. Automates the publication step. © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

14. Release Notes Automation | STC Summit 2016 | #stc16 | 14 Release Notes Automation Demo Let’s see the JIRA RN Plug-in and Wiki RN Extension in action! {PLACEHOLDER FOR THE DEMO VIDEO} © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

15. Release Notes Automation | STC Summit 2016 | #stc16 | 15 Published Release Note © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

16. Release Notes Automation | STC Summit 2016 | #stc16 | 16 System usage statistics Release Notes published since June 2014 Nearly 90 components for 30 products Over 550 releases (8.5.xxx.xx) Online Release Notes page views Note: Genesys IP addresses are excluded from the count All Release Notes pages: ~101,600 unique views in last 6 month All Release Notes pages: ~23,100 unique views over last month Release Notes landing page: #6 most popular page Top product with most-viewed RNs last month ~3,200 unique views in April 2016 ~610 unique views in April 2015 Time savings with automation 1 writer/hour per week 1 fulltime headcount per year © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

17. Release Notes Automation | STC Summit 2016 | #stc16 | 17 Key benefits Efficiency gain Creativity and innovation Streamlined communications Process flexibility Competitive advantage Easy template maintenance across products RN content in site-wide search Analytics (Google Analytics and MediaWiki reports) © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

18. Release Notes Automation | STC Summit 2016 | #stc16 | 18 Main challenges Platform developer availability Tech Pubs leading technological innovation Product teams buy-in and cooperation Developers inputs for Release Notes Writers comfort with JIRA (filters) Content synchronization between wiki and JIRA System administration and troubleshooting © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

19. Release Notes Automation | STC Summit 2016 | #stc16 | 19 Future expansion Cloud Release Notes Company establishing a SaaS (software as a service) product offering The Cloud writing team taking advantage of the Release Notes process already in place Localized Release Notes Online Release Note as a single source of release information Translation Support matrix replacing language-specific Releases Notes Ex.: Two components use Translation Support matrix (replace 21 LP RNs) Open-source offering See next slide Automated synchronization with JIRA Content edits made in wiki to be carried back into JIRA tickets © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

20. Release Notes Automation | STC Summit 2016 | #stc16 | 20 Open-source offering – filter/search in Jira © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

21. Release Notes Automation | STC Summit 2016 | #stc16 | 21 © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved. Open-source offering – Release Note View

22. Release Notes Automation | STC Summit 2016 | #stc16 | 22 © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved. Open-source offering – Generated RN

23. Release Notes Automation | STC Summit 2016 | #stc16 | 23 Questions? © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

24. Release Notes Automation | STC Summit 2016 | #stc16 | 24 Contact information Tanya Ivanova: Barry Grenon: tanya.ivanova@genesys.combarry.grenon@genesys.com tanya.ivanova@genesys.combarry.grenon@genesys.com Genesys: https://www.genesys.com/https://www.genesys.com/ Genesys documentation wiki: https://docs.genesys.com/Documentationhttps://docs.genesys.com/Documentation Genesys online Release Notes: https://docs.genesys.com/Documentatio/RNhttps://docs.genesys.com/Documentatio/RN {OPEN SOURCE LINK} Note: The documentation site is currently open only to Genesys customers, partners, and employees. © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.