Versions Compared

Old Version 4

changes.mady.by.user Tatiana Valekzhanina

Saved on

compared with

New Version Current

changes.mady.by.user Dina Baksheeva

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

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.

Tip

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.

Note

Role required: admin.


Create a Service Description

This is a service description, informative, and related to the company infrastructure.

To create a Service Description, follow thw the steps below

  • Create a Content DB (ex. IT Service Catalog).
  • Create a Content Category (ex. Article).

    • :

    1. Navigate to Knowledge Base → Content Items.
    2. Click New to open the form.
    3. Fill in the form and specify the following fields:
      1. Content DB – select the Service Catalog 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 Content Item Class (ex. Service Description, SLA, OLA, UC, and etc.)
    1. .

    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 following fields:
      1. Content DB – select the Service Catalog 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.

    To publish it, follow the steps below:

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

    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 content item.
    Content DBYA database as a content item storage.
    Content CategoryNThe category of the content item.
    Content Item ClassY

    Specify your content item with one of the following options:

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

    See the Create a Content Item Class 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:

    • 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 using this text field.
    Metainfo NFill in the field with the metadata.
    Object CategoryN

    Automatically filled with 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