Content Item Class define 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

Description

Name

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


Create the following Content Item Classes used for specifying the Exernal 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 Category

Specify the field selecting 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.
DescriptionAn additional information about content item class.