Page History

Knowledge Base allows you to build your article library in the Self-Service Portal (SSP) providing the 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.

You can give access to your knowledge base to unauthorized users. See the Opening KB to public section of this article.

Knowledge Base allows categorizing the content on different levels and arranging articles in a particular hierarchy to navigate through them easily. Knowledge Base contains five essences:

User Roles

Knowledge base articles are displayed to all authorized users if 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_catalog_manager
• knowledge_admin
• knowledge_agent

See the Role Structure article to learn more.

Content DB configuration

Anchor
create a content DB create a content DB

Content databases are designed to store knowledge base content items. It is the most general and wide section of the KB.

For example, you can establish the following storages:

• IT Service Catalog containing service descriptions and SLA documentation that are necessary for Service Catalog Management purposes.
• Known Errors Database used in Problem Management.

To create a content DB, follow the steps below:

1. Navigate to KB Dictionary → Content DB.
2. Click New and fill in the fields.

3. Click Save or Save and Exit to apply changes. 

Content DB form fields

Content Category configuration

Anchor
create a content category create a content category

Content categories help arrange items in the content DBs. They provide the addition of new groups of articles within one content DB.

Create a content category by following the steps below:

1. Navigate to KB Dictionary → Content Categories.
2. Click New and fill in the fields.

3. Click Save or Save and Exit to apply the changes.

Content Category form fields

Content Item Class configuration

Anchor
create a content item class create a content item class

Content item class defines the content item purpose (SLA, OLA, UC, Service Description, Known Error, etc.) and application area:

• 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.

Create an item class by following the steps below:

1. Navigate to KB Dictionary → Content Item Class.
2. Click New and fill in the fields.

3. Click Save or Save and Exit to apply the changes.

Content Item Class form fields

Knowledge Base Category configuration

Anchor
create a KB category create a KB category

Knowledge Base Categories define a tree of articles on the portal. The KB Category divides sets of articles from each other. Use categories to group articles.

To create a new KB Category, perform the following steps:

1. Navigate to KB Dictionary → KB Categories.
2. Click New and fill in the fields.
3. Click Save or Save and Exit to apply changes.

KB Category form fields 

Content Item configuration

Anchor
create a content item create a content item

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

Create an article

To create an article to be displayed on the SSP, perform the following steps:

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

Create