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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.

Note

Role required: admin.

General Guide

To create a Content Item, follow the steps below:

  1. Navigate to Knowledge Base → Content Items.
  2. Click New to open the form.
  3. Fill in the form.
  4. Click Save or Save and Exit to apply changes.
Info

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 fields below:
    1. Content DB - select the IT Service Catalogue 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 fields below:
    1. Content DB - select the IT Service Catalogue 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.

If you are this the Service owner, follow the steps below:

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

If you are not this Service owner, follow the steps below:

  1. Enter the Content Item form.
  2. Click Send to Approve.
  3. Leave the form and wait for a response.


Info

To learn more about Approval Management, follow the link.


Form Description

FieldMandatoryDescription
NumberYThis field is populated automatically and contains an item unique identifier automatically generated.
NameYFill in the field with the name of your content item.
Content DBYSelect a database as a content item storage.
Content Type

Select one of the following options:

  • Article.
  • Reference Article.
Content Item ClassY

Specify your content item with one of the following options:

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

To learn more about Content Item Class, follow the link.


Content CategoryYAutomatically filled with the Content Category value.
Object CategoryY

Automatically filled with the Internal or External option according to the content item class selected.

ServiceNSelect a Service from the list.
State

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

  • Published - actualthe article is published and can be displayed on a Service Portal if needed.
  • Draft - waiting to be approvedthe article is being written and not displayed anywhere except the agent interface.
  • Retired - the article is no longer actual and not displayed anywhere except the agent interface.
Owned byYAutomatically filled with the service owner name according to the service selected.
BodyYDescribe your Content Item using this text field.
Metainfo NFill in the field with the metadata.


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