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.

General Guide

To create a Content Item, follow the steps below:

Navigate to Knowledge Base → Content Items.
Click New to open the form.
Fill in the form.
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:

Navigate to Knowledge Base → Content Items.
Click New to open the form.
Fill in the form and specify the fields below:
1. Content DB - select the IT Service Catalogue option.
2. Content Type - select the Article option.
3. Content Item Class - select the Service Description option.
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.

Navigate to Knowledge Base → Content Items.
Click New to open the form.
Fill in the form and specify the fields below:
1. Content DB - select the IT Service Catalogue option.
2. Content Type - select the Article option.
3. Content Item Class - select the SLA, OLA, or UC option.
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:

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

Form Description

Field	Mandatory	Description
Number	Y	This field is populated automatically and contains an item unique identifier automatically generated.
Name	Y	Fill in the field with the name of your content item.
Content DB	Y	Select a database as a content item storage.
Content Category	N	Automatically filled with the Content Category value.
Content Item Class	Y	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.
Service	N	Select a Service from the list.
State	Y	The field specifies the actual state of your content item with one of the following options: Published - the article is published and can be displayed on a Service Portal if needed. Draft - the article is being written and not displayed anywhere except the agent interface. Retired - the article is no longer actual and not displayed anywhere except the agent interface.
Published at	Y	The time the content item was published. This field is populated automatically.
Created by	Y	The user who created the content item. This field is populated automatically.
Udated by	Y	The user who changed the content item. This field is populated automatically.
Body	Y	Describe your Content Item using this text field.
Metainfo	N	Fill in the field with the metadata.
Object Category	N	Automatically filled with the Internal or External option according to the content item class selected.
Owned by	N	Automatically filled with the service owner name according to the service selected.

Page tree