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Knowledge Base allows building your library of articles related to the services as well as independent articles for general usage, for example, containing information about team member roles. Here, you can store articles for users with defined roles and public articles for any authorized user.

Each knowledge base contains knowledge articles that provide information for users, such as policy, release notes, or instructions for a task. Create a knowledge base to provide a self-service platform for users to store, share, and manage content. Configure knowledge bases into product or service categories and manage user access based on permissions. Customize workflows for publishing and retiring articles in the knowledge base.

Knowledge Base consists of five elements:

  1. Content Database (Content DB) – helps to arrange knowledge base into several greater "families" of articles. + почему без нее нельзя
  2. Content Category – для категоризации по назначению? Относится к Content DB (дочерняя по отношению к ней), т.е. является вторым уровнем категоризации? home
  3. Content Item Class – определеяет назначение и доступ (внутренний/внешний) для классификации и доступа. Не относится к Content Category и Content Item Class, может быть привязана к какой угодно статье вне зависимости от категории и контент DB
  4. Content Item – хранит articles, Known Errors, штуки без категории.
  5. Knowledge Base Category (KB Category) – sets hierarchical order of articles and categories, allows nesting articles. There are no limitations for nesting levels. + через RL можно создавать статьи именно в этой категории, что удобнее

Role required: admin, knowledge_admin.


User Roles

+ knowledge roles (после публикации бранча)

Create a Content DB 

Content Databases are designed for storing the Knowledge Base content items. 

Within the Knowledge Base Dictionary, you can establish the following storages:

Role required: admin.

To create a Content DB, follow the steps below:

  1. Navigate to KB Dictionary → Content DB.
  2. Click New and fill in the fields.

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

Form Description

FieldMandatoryDescription
NameYThe name of the content database appropriate to its purposes.
DescriptionYAdditional information about the content database.

Create a Content Category 

Content Categories determine the way items stored in the Content Databases. 

Role required: admin.

Create a Content Category following the steps below:

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

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

Form Description

Field

Mandatory

Description

NumberYContent category number. This field is populated automatically.
NameYA name of a content category appropriate to its purposes (ex. Article for service SLAs and descriptions, Known Error for keeping KEDB records).
DescriptionYAdditional information about content categories.
Content DBNSelect a content database from the list to bind a category with some database previously created.

Create a Content Item Class

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.


Before starting your work with SimpleOne ITSM

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.

Create a Content Item

In SimpleOne, each service documentation has a set of a specification which, in turn, are divided into external and internal ones. The Knowledge Base contains these service specifications as Content Items.

Role required: admin. == затестить, может ли knowledge_admin создавать Cont Item

General Guide

To create a Content Item, follow the steps below:

  1. Navigate to Knowledge Base → Content Items.
  2. Click New and fill in the fields.
  3. Click Save or Save and Exit to apply changes.

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

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 following fields:
    1. Content DB – select the 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 following fields:
    1. Content DB – select the 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.

To publish it, follow the steps below:

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

Form Description

FieldMandatoryDescription
NumberYThis field is populated automatically and contains an item unique identifier generated automatically.
NameYName of the content item.
Content DBYA database as a content item storage.
Content CategoryNThe category of the content item.
Content Item ClassY

Specify your content item with one of the following options:

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

See the Create a Content Item Class article to learn more.

ServiceNSelect a Service from the list.
StateY

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

  • Draft – the article is being written and not displayed anywhere except the agent interface.
  • Published – the article is published and can be displayed on a Service Portal if needed.
  • Retired – the article is no longer actual and not displayed anywhere except the agent interface.

Published at

YThe time the content item was published. This field is populated automatically.
Responsible GroupYSpecify a group responsible for the content item.
Responsible PersonYSpecify a person responsible for the content item.
BodyYDescribe your content item using this text field.
Metainfo NFill in the field with the metadata.
Object CategoryN

Automatically filled with the Internal or External option according to the Content Item Class selected.

Owned byNAutomatically filled with the service owner name according to the service selected.


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