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Knowledge Base allows building your library of articles in the Self-Service Portal (SSP) providing necessary information for users: instructions, service descriptions, release notes, etc. Here, you can store articles for users with specific roles and public articles for any authorized user.
Knowledge Base allows categorizing the content on different levels and arrange articles in a particular order hierarchy to navigate through them easily in the Self-Service Portal (SSP) consists of . Knowledge Base contains five elements:
Element | Description | ||
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Content Database (Content DB) | It helps to arrange knowledge base into several greater sets of articles. It is the most general and wide section of the KB and may be called first levelbasic section. This element is not displayed on the portal page. It serves for inner categorization. | ||
Content Category | It provides an additional level (second) of categorization for content items (articles, known errors). It stands for a more specific and narrow KB section in comparison to Content DB and may be called second levelcalled general section. This element is not displayed on the portal page. It serves for inner categorization. | ||
Content Item Class | It defines classes of content items and access to them. It may be referred to as third levelsubsection, yet, it does not depend on any of the previous KB sections. That is, it may a content item class cay contain items from any content DB and any content category. This element defines what articles will be displayed to agents and users without roles. It also helps categorizing KB items. | ||
Content Item | It works as a storage for such KB items as articles and known errors.
This elements contain data as it is in text form. | ||
Knowledge Base Category (KB Category) | It sets hierarchical order of articles and categories, allows nesting articles and sortsorts them into something that can be called "folders ". There are no limitations for nesting levels. This element defines the appearance of the Knowledge Base on the portal page. |
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Role required: admin, knowledge_admin. |
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In the screenshot above you can see a Knowledge base Base portal page. Let us dwell upon what has been done to build it. Preparation stage includes the following results:
Our example knowledge base has the following structure:
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User Roles
Knowledge base articles are displayed to all authorized users in case the content item class is External.
Users with the following roles can access Internal articles:
- admin
- ITSM_agent (and its related roles such as problem_manager, incident_manager,etc.)
- service_owner
- service_catalogue_manager
- knowledge_admin
- knowledge_agent
See the Role Structure article to learn more.
Create a Content DB Anchor create a content DB create a content DB
create a content DB | |
create a content DB |
Content Databases are designed for storing knowledge base content items. . It is the most general and wide section of the KB.
For example, within the Knowledge Base Dictionary, you can establish the following storages:
- IT Service Catalog containing service descriptions and SLA documentation that are necessary for the Service Catalog Management purposes.
- Known Errors Database used in Problem Management.
To create a Content DB, follow the steps below:
- Navigate to KB Dictionary → Content DB.
- Click New and fill in the fields.
Click Save or Save and Exit to apply changes.
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Content DB form fields
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Create a Content Category Anchor create a content category create a content category
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create a content category |
Content Categories determine the way items stored in the Content DBsDBs. They provide adding new groups of articles within one content DB.
Create a Content Category following the steps below:
- Navigate to KB Dictionary → Content Categories.
- Click New and fill in the fields.
Click Save or Save and Exit to apply the changes.
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Content Category form fields
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Create a Content Item Class Anchor create a content item class create a content item class
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create a content item class |
Content Item Class defines Class defines the content item purpose purpose (SLA, OLA, UC, Service Description, Known Error, etc.) and application area (external/internal):
- External – service external specifications are essential for a person with the end-user role.
- Internal – service internal specifications are available to the agent (also may be called the service owner) responsible for the task handling.
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A good practice is to configure content item class records in a developer instance. After the necessary configurations applied, create a configuration pack to transfer the content item class to the main instance. |
Create an Item Class following the steps below:
- Navigate to KB Dictionary → Content Item Class.
- Click New and fill in the fields.
Click Save or Save and Exit to apply the changes.
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Content Item Class form fields
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Create the following Content Item Classes used for specifying the External specifications:
Create the following Content Item Classes used for specifying the Internal specifications:
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Content Item Class versions are stored in the VCS Records (sys_vcs_record) table for keeping the access settings. You can implement changes to unrelated instances using the configuration packs. |
Create a Knowledge Base Category Anchor create a KB category create a KB category
create a KB category | |
create a KB category |
Knowledge Base Categories define the tree of articles on the portal. It is the KB Category that divide sets of article from each other. Add Use categories to group articles.
To create a new KB Category, perform the following steps:
- Navigate to KB Dictionary → KB Categories.
- Click New and fill in the fields.
- Click Save or Save and Exit to apply changes.
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KB Category form fields
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Create a Content Item Anchor create a content item create a content item
create a content item | |
create a content item |
In SimpleOne, each service documentation each service documentation has a set of a specification specifications which, in turn, are divided into external and internal ones. The Knowledge Base contains these service specifications as Content Items.
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Before creating the KB content items, make sure you have configured content DBs and content item classes. |
Create an article
To create an article to be displayed on the SSP, perform the following steps:
- Navigate to Knowledge Base → All Articles.
- Click New and fill in the fields.
- Click Save or Save and Exit to apply changes.
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Articles in the Draft and Retired states are not displayed on the knowledge base portal page. To display them, change the state to Published. |
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:
- Navigate to Knowledge Base → All Articles.
- Click New to open the form.
- Fill in the form and specify the following fields:
- Content DB – select the Service Catalog option.
- Content Item Class – select the Service Description option.
- 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.
- Navigate to Knowledge Base → All Articles.
- Click New to open the form.
- Fill in the form and specify the following fields:
- Content DB – select the Service Catalog option.
- Content Item Class – select the SLA, OLA, or UC option.
- Click Save or Save and Exit to apply changes.
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Content Item form fields
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