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 fields.

  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 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 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.


Content Item Class versions are stored in the VCS Records (sys_vcs_record) table for keeping the access settings. You can implement changes to unrelated instances using the configuration packs.

A good practice is to configure content item class records in a developer instance. After the necessary configurations applied, create a configuration pack to transfer the content item class to the main instance.

You can create the following Knowledge Base objects in the main instance:

  • Content DB
  • Content Categories
  • KB Categories.