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In SimpleOne, each service documentation 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.

Notetip

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.Fill in the form and fill in the fields.
  3. 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 following fields below:
    1. Content DB -  – select the IT Service Catalog option 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 and specify the following fields below:
    1. Content DB - select – select the IT Service Catalog option 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 Service ownerTo publish it, follow the steps below:

  1. Enter the Content Item form record you need.
  2. Select Published in a the 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

Form Description

Anchor
content item form description
content item form description

FieldMandatoryDescription
NumberYThis field is populated automatically and contains an item unique identifier generated automatically.
NameYName of the
FieldDescriptionNumberA unique record identifier automatically generated.NameFill in the field with the name of your
content item.
Content DBY
Select a
A database as a content item storage.
Content
Type

Select one of the following options:

  • Article;
    • CategoryNThe category of the content item
    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

    See the Create a Content Item Class

    , follow the link.Object CategoryAutomatically filled with the Internal or External option according to the content item class selected

    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:

    • Published - actual;
    • Draft - waiting to be approved;
    • Retired - no longer actual.
    Owned byAutomatically filled with the service owner name according to the service selected.Created byAutomatically filled with the name of a user created the content item.Updated byAutomatically filled with the name of a user updated the content item.

    • 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
    BodyDescribe your Content Item
    using this text field.
    Metainfo NFill in the field with the metadata.
    Content
    Object CategoryN

    Automatically filled with

    the Content Category value

    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.


    Table of Contents
    classfixedPosition