Information Services 7 June 2019 CRICOS No. 00233E

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Griffith Service Manager (GSM) QuickRef to Knowledge Articles

Introduction The new section “Step 4: Use Knowledge”, was added to the GSM Incident Form. To display it, click on the “Show knowledge base window” link on the left pane.

The purpose of these buttons is described in the following table:

Button Purpose

“Create article” Creates a Knowledge Article from an Incident’s resolution.

“Search article” Searches and attaches a Knowledge Article to an Incident.

“Resolve” Uses a Knowledge Article’s Resolution to resolve an Incident.

“Email” Emails an Article’s resolution to the requestor.

“Unlink” Unlinks a Knowledge Article from an Incident.

The following pages explain how to use this new functionality.

2

How to Create a Knowledge Article from a GSM Incident

With an Incident ticket in progress, resolve it by entering meaningful resolution details. This step is important, because this information will be used to create Knowledge Articles.

Click on the [Create article] button. This creates a Knowledge Article using the Incident's Description and Resolution.

3

How to Search for Knowledge Articles and Attach them to Incidents

With an Incident ticket in progress, click on the [Search article] button.

Search for a suitable Knowledge Article and click on [Use solution] to attach it to the Incident.

4

How to Resolve a GSM Incident with a Knowledge Article

With an Incident ticket in progress, and a Knowledge Article attached to it, click on the [Resolve] button to resolve the ticket using the Knowledge Article’s resolution.

5

How to Email the Content of a Knowledge Article whilst Servicing an Incident

With an Incident ticket in progress, and a Knowledge Article attached to it, click on the [Email] button.

An email is pre-filled with the content of the Article's Resolution. Press [Send] to dispatch the email to the requestor.

6

How to Unlink a Knowledge Article from an Incident in GSM

With an Incident ticket in progress, and a Knowledge Article attached to it, click on the [Unlink] button.

After confirmation, the selected Article becomes disassociated from the Incident.

7

How to Create a Knowledge Article from Scratch

You can create Knowledge Articles directly in GSM by clicking on the “New CKCS Article” menu item.

Fill the data entry fields as shown below:

Save your work.

Your article is now ready for reuse (in GSM).

8

How to Publish a Knowledge Article

Create or edit an existing Knowledge Article. Make sure the Audience is “Staff” or “Student”. To make it available to the public (Tier-0), press the [Publish] button.

The Article will be reviewed by Knowledge Management staff, and when approved, it will become available in the Ask Us system, and searchable through the Funnelback search engine, and Chatbot systems.

9

Support Requirements For additional inclusions or amendments to GSM:

• Contact the IT Service Centre to log a ticket (07) 3735 5555 (Brisbane Campuses) or (07) 5552 5555 (Gold Coast Campus) or

• Log a ticket to the GSM Administration Team by using the following details to classify ticket

o Service: Business Application o Category: Griffith Service Manager o Subcategory: Enhancement

Online resources Visit the Service Management Office website: http://intranet.secure.griffith.edu.au/computing/service-management for self-help resources and reference guides

Prepared by: Service Management Office, Digital Solutions Email servicemanagementoffice@griffith.edu.au Last modified: 7 June 2019