Content Item Class defines the content item purpose (SLA, OLA, UC, Service Description, Known Error, etc.) and application area (external/internal).

Role required: admin.

Create an Item Class following the steps below:

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

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

Form Description

Field

Mandatory

Description

NameY

The name of the content item class appropriate to its purposes (SLA, OLA, UC, Service Description, Known Error, etc.).

DescriptionYAdditional information about the content item class.
Object CategoryY

Specify the field with one of the following options:

  • External - service external specifications are essential for the system consumer who is using it in the end-user role;
  • Internal - service internal specifications are available to the agent (who also may be called the service owner) who is responsible for the task handling.


Create the following Content Item Classes used for specifying the External specifications:

  • SLA
  • Service Description
  • Request Description
  • User Self-Study.

Create the following Content Item Classes used for specifying the Internal specifications:

  • Incident Model
  • Request Model
  • Contacts
  • Escalation Rules.