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).

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.


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.