Organize and update writing templates and canned responses

docs/tickets/_macro/template_config_table_rows.md.j2

@@ -0,0 +1,11 @@
+{% macro config_rows(name, description) -%}
+| Configuration Field | Type      | Enabled? | Value                        |
+|---------------------|-----------|----------|------------------------------|
+| Name                | text      | yes      | {{ name }}                   |
+| User                | text      | no       | your name                    |
+| Table               | drop-down | yes      | Requested Item [sc_req_item] |
+| Groups              | text      | no       | --                           |
+| Active              | checkbox  | yes      | "checked"                    |
+| Global              | checkbox  | no       | --                           |
+| Short Description   | text      | yes      | {{ description }}            |
+{%- endmacro %}

docs/tickets/account/cloud.rc/create.md

@@ -0,0 +1,47 @@
+---
+hide:
+    toc: true
+---
+
+# RC Cloud Account Creation Procedures
+
+{% from "tickets/_macro/template_config_table_rows.md.j2" import config_rows %}
+
+Cloud accounts are currently created by the Ops team and are not linked to SSO. Follow the steps below to process a Cloud account request.
+
+## How Do I Handle a Support Request?
+
+### Review the Use Case and Obtain Manager Approval
+
+Cloud accounts are currently limited due to resource constraints, each request must receive Manager approval before proceeding.
+
+1. Review the ticket to see whether the user has provided a use case. If the use case is not provided, ask the user to explain what they need the Cloud account for and what they plan to accomplish.
+1. Determine whether the use case can be accomplished using existing resources, such as Cheaha, or through alternate solution.
+1. If an alternative solution is not suitable, discuss the request with the Manager to determine whether the Cloud account request can be approved.
+1. If approved, document the approval reason in the work notes and proceed with the next steps.
+
+Reply with the following to create intial discussion, and wait for follow-up
+
+#### Response to RC Cloud Account Request
+
+```text
+Greeting and welcome message here ...
+
+Cloud accounts are currently limited due to resource constraints, so we evaluate the use case before approving requests. Could you please provide some details about your intended use of the Cloud account? This will help us determine whether your use case can be supported through Cloud or if we can provide the best possible alternative solution.
+{{ office_hours }}
+```
+
+### Create a ServiceNow Task
+
+1. Create a new [task](../../tickets.md#creating-a-servicenow-task) on the ticket giving the BlazerID or XIAS name for the person requesting the account. Use `Request to create Cloud account` as the short description and `Create Cloud account for <blazerid_or_XIAS>` as the description. Omit any `@uab.edu` string for BlazerIDs, but keep the email host for XIAS accounts.
+1. Copy the task link from the main ticket page (looks like `TASK0000000`) and put in the Slack tickets channel something like `@rc-ops-grp <task_id> Request to create cloud account for <blazerid_or_XIAS>`. Make sure the task is an actual link to the task to make it easier for Ops.
+
+## Creating a Template in ServiceNow
+
+See [How Do I Create a Template?](../../snow_templates.md#how-do-i-create-a-new-template) for general instructions. Use the following table to guide filling out the fields.
+
+{{ config_rows("account_cloud_create", "Response to RC Cloud account request") }}
+|                     |           |          |                                                       |
+| **Template Fields** |           |          |                                                       |
+| Additional comments | text      | yes      | [Canned Response](#response-to-rc-cloud-account-request) |
+| Assignment group    | drop-down | yes      | Research Computing

docs/tickets/account/rcs/create.md

@@ -0,0 +1,32 @@
+---
+hide:
+    toc: true
+---
+
+# RCS Account Creation Procedures
+
+{% from "tickets/_macro/template_config_table_rows.md.j2" import config_rows %}
+
+RCS account creation is self-managed. All eligible UAB and XIAS people can create an RCS account by visiting <https://rc.uab.edu> and filling out a form. Eligibility is verified as part of the automated account creation process.
+
+## How Do I Handle a Support Request?
+
+Reply with the following, then close the ticket.
+
+```text
+Greeting and welcome message here ...
+
+You can create a Research Computing Systems (RCS) account by visiting <https://rc.uab.edu> and filling out a short form. All UAB students, faculty, and staff are eligible to create an account. External collaborators with XIAS accounts may also be eligible, with some restrictions. For more information, please visit our "RCS Account Creation" documentation at <https://docs.rc.uab.edu/account/rcs/create/>. Be sure to check the "Next Steps" section when you've created your account to see what services and platforms we offer.
+
+If you need additional support in the future ...
+```
+
+## Creating a Template in ServiceNow
+
+See [How Do I Create a Template?](../../snow_templates.md#how-do-i-create-a-new-template) for general instructions. Use the following table to guide filling out the fields.
+
+{{ config_rows("account_rcs_create", "Response to RCS or Cheaha account request") }}
+|                     |           |          |                                                       |
+| **Template Fields** |           |          |                                                       |
+| Additional comments | text      | yes      | [Canned Response](#how-do-i-handle-a-support-request) |
+| Assignment group    | drop-down | yes      | Research Computing                                    |

docs/tickets/snow_templates.md

@@ -0,0 +1,11 @@
+# ServiceNow Templates
+
+They help with responding to tickets more efficiently, but require some one-time, upfront setup. There is currently no way to share templates with others directly, each person has to set them up individually.
+
+## How Do I Enable Templates?
+
+## How Do I Create a New Template?
+
+## How Do I Edit an Existing Template?
+
+## How Do I Delete a Template?

docs/tickets.md → docs/tickets/tickets.md

@@ -4,16 +4,6 @@
 
 ## Account Registration
 
-### General Cheaha Account Request
-
-All UAB users can request their own Cheaha account by going to <https://rc.uab.edu> and filling out a short form. No intervention on our end is required.
-
-**Canned Response**:
-
-> Hi,
->
-> All UAB students, faculty, and staff can create their own Cheaha account by going to https://rc.uab.edu and filling out a short form. Once the form is complete, your account will be immediately ready for use. All accounts have 5 TB of personal space on the cluster. Please read through our Cheaha documentation at https://docs.rc.uab.edu/cheaha/getting_started/ to familiarize yourself with how the cluster operates. If you are able to create your account or run into any errors, please let us know in this ticket. Thank you
-
 ### Cloud Account Request
 
 Cloud accounts must be created by Clyde or John as of now and is not linked with SSO. Go through the following steps:

macros/main.py

@@ -0,0 +1,4 @@
+def define_env(env):
+    env.variables.office_hours = """
+Please reach out to us if you have any questions. You can also drop by our Zoom office hours between 10 AM and 12 PM to discuss. Zoom details are available here: https://docs.rc.uab.edu/#how-to-contact-us.
+"""

mkdocs.yml

@@ -74,6 +74,13 @@ plugins:
       type: date
       strict: false
   - glightbox
+  - macros:
+      module_name: macros/main
+      j2_extensions:
+        - jinja2_workarounds.MultiLineInclude
+      on_undefined: strict
+      render_by_default: true
+      verbose: true
   - table-reader:
       data_path: docs
   - title-casing
@@ -102,7 +109,14 @@ nav:
   - Identity:
       - Saml: saml/saml.md
       - SP Metadata Generation: saml/create-sp-metadata.md
-  - Ticket Issues: tickets.md
+  - Customer Service & Tickets:
+      - Account Management:
+          - Research Computing System (RCS):
+              - Create: tickets/account/rcs/create.md
+          - Cloud.rc:
+              - Create: tickets/account/cloud.rc/create.md
+      - ServiceNow Templates: tickets/snow_templates.md
+      - Uncategorized: tickets/tickets.md
 
 validation:
   nav: