Content Item Class define the content item purpose purpose (SLA, OLA, UC, Service Description, Known Error, etc) and application area (external/internal).
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Form Description
Field | Description |
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| Name | A name of the content item class appropriate to its purposes (SLA, OLA, UC, Service Description, Known Error, etc).
| Info |
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Create the following Content Item Classes used for specifying the Exernal specifications: |
- ;
- Request Description;
- User Self-Study.
Create the following Content Item Classes used for specifying the Internal specifications: - Incident Model;
- Request Model;
- Contacts;
- Escalation Rules.
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| Content Category | Specify the ... sleecting field selecting one of the following options: - External - available for service consumersservice external specifications are essential for the system consumer who is using it in the end-user role;
- Internal - available only for internal useservice internal specifications are available to the agent (who also may be called the service owner) who is responsible for the task handling.
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| Description | An additional information about content item class. |