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.
  3. Fill in the form.
  4. Click Save or Save and Exit to apply changes.

Before creating the KB content items, make sure you have configured the Knowledge Base Dictionary.


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 the steps below:

  1. Navigate to Knowledge Base → Content Items.
  2. Click New to open the form.
  3. Fill in the form and specify the fields below:
    1. Content DB - select the IT 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 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 fields below:
    1. Content DB - select the IT 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.

If you are this Service owner, follow the steps below:

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

If you are not this Service owner, follow the steps below:

  1. Enter the Content Item form.
  2. Click Send to Approve.
  3. Leave the form and wait for response.

To learn more about Approval Management, follow the link.


Form Description

FieldDescription
NumberAn unique record identifier automatically generated.
NameFill in the field with a name of your content item.
Content DBSelect a database for content item storaging.
Content Type

Select one of the following options:

  • Article;
  • Reference Article.
Content Item Class

Specify your content item with one of the following options:

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

To learn more about Content Item Class, follow the link.


Object Category

Automatically filled according to the content item class selected.


ServiceSelect a Service from the list.
State

The field specifies the actual state of your content item with one of the following options:

  • Published - actual;
  • Draft - waiting to be approved;
  • Retired - no longer actual.
Owned byA
Created byA
Updated byA
BodyDescibe your Content Item using this text field
MetainfoFill in the field with the metadata.
Content CategoryAutomatically filled with the Content Category value according to the