In SimpleOne, each service documentation has a set of a specification which, in turn, are divided into external and internal ones. The Knowledge Base contains these service specifications as Content Items.

Role required: admin.

General Guide

To create a Content Item, follow the steps below:

  1. Navigate to Knowledge Base → Content Items.
  2. Click New and fill in the fields.
  3. Click Save or Save and Exit to apply changes.

Before creating the KB content items, make sure you have configured the Knowledge Base Dictionary.


Create a Service Description

This is a service description, informative, and related to the company infrastructure.

To create a Service Description, follow the steps below:

  1. Navigate to Knowledge Base → Content Items.
  2. Click New to open the form.
  3. Fill in the form and specify the following fields:
    1. Content DB – select the Service Catalog option.
    2. Content Type – select the Article option.
    3. Content Item Class – select the Service Description option.
  4. Click Save or Save and Exit to apply changes.

Create a Service SLA

This specification is for SLM-relevant parts related to this service (indicators, etc.). It describes various aspects of service quality, like maximum requests handling time, and others.

  1. Navigate to Knowledge Base → Content Items.
  2. Click New to open the form.
  3. Fill in the form and specify the following fields:
    1. Content DB – select the Service Catalog option.
    2. Content Type – select the Article option.
    3. Content Item Class – select the SLA, OLA, or UC option.
  4. Click Save or Save and Exit to apply changes.

Publish a Content Item

You can publish Content Items to make them available for various purposes.

To publish it, follow the steps below:

  1. Enter the Content Item record you need.
  2. Select Published in the State field.
  3. Click Save or Save and Exit to apply changes.

Form Description

FieldMandatoryDescription
NumberYThis field is populated automatically and contains an item unique identifier generated automatically.
NameYName of the content item.
Content DBYA database as a content item storage.
Content CategoryNThe category of the content item.
Content Item ClassY

Specify your content item with one of the following options:

  • SLA
  • OLA
  • UC
  • Service Description
  • Contact
  • Escalation Rule
  • etc.

See the Create a Content Item Class article to learn more.

ServiceNSelect a Service from the list.
StateY

The field specifies the actual state of your content item with one of the following options:

  • Draft – the article is being written and not displayed anywhere except the agent interface.
  • Published – the article is published and can be displayed on a Service Portal if needed.
  • Retired – the article is no longer actual and not displayed anywhere except the agent interface.

Published at

YThe time the content item was published. This field is populated automatically.

Created by

YThe user who created the content item. This field is populated automatically.
Udated byYThe user who changed the content item. This field is populated automatically.
BodyYDescribe your content item using this text field.
Metainfo NFill in the field with the metadata.
Object CategoryN

Automatically filled with the Internal or External option according to the Content Item Class selected.

Owned byNAutomatically filled with the service owner name according to the service selected.

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