Griffith Service Management (GSM) Articles

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Griffith Service Management (GSM) Guide to Knowledge Articles

Prepared by: Service Management Office, Digital Solutions Last modified: 10 November 2021 (version 2.0)

Griffith Service Manager 10 November 2021 - i - CRICOS No. 00233E

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Contents

Introduction .......................................................................................................................... 1

How to Create a Knowledge Article from a GSM ticket resolution ..................................... 2

How to search and link a Knowledge Article to a GSM ticket ............................................. 5

How to email a Knowledge Article to the Customer ............................................................ 7

How to resolve a GSM ticket with a Knowledge Article ...................................................... 9

How to unlink a Knowledge Article from a GSM ticket ...................................................... 11

How to create a Knowledge Article in GSM ...................................................................... 13

How to submit an article for publishing.............................................................................. 15

Support ............................................................................................................................... 17 Requirements ........................................................................................................... 17 Online resources ...................................................................................................... 17

Appendix – CKCS Knowledge Article Workflow ............................................................... 18

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GSM Guide to Knowledge Articles

Griffith Service Manager 18 September 2020 - 1 - CRICOS No. 00233E

Introduction

This document is intended for knowledge workers with access to Griffith Service Manager (GSM) who resolve Incidents and Service Requests.

To facilitate the creation, sharing and reuse of Knowledge Articles in GSM, the Use Knowledge functionality has been added to the Incident and Service Request forms.

The table below describes the purpose for each button:

Button Purpose

Create article Creates a Knowledge Article from the resolution of an Incident or Service Request.

Search article Searches the Knowledge Base for related articles. Articles can then be attached to the Incident or Service Request.

Resolve and Email Article to Customer

Uses the attached article’s Resolution/Answer field to resolve an Incident or Service Request.

Email Article to Customer

Copies the attached article’s Resolution/Answer field to the Email Message window.

Unlink Attached Article Unlinks an attached Knowledge Article from an Incident or Service Request.



How to Create a Knowledge Article from a GSM ticket resolution

The following steps describe a quick and easy way to create a Knowledge Article from the resolution of a GSM ticket.

1. Start working on a GSM Incident or Service Request (status = “In Progress”).

2. Click on the "Next:Resolve" link to resolve it.

3. Enter meaningful information in the resolution box.

This step is very important. The information you enter here will be used to create a Knowledge Article.

4. The GSM ticket is now resolved (status = “Resolved”).

5. Under “Use Knowledge” click on the "Create Article" button. This will create a new

Knowledge Article using the ticket’s Description and Resolution fields.



6. A confirmation window will appear confirming the article has been created. Click

“Close” to exit the window.

7. You will need to finish editing the article draft before it can be submitted for review to be published. To continue editing the article, click the “Linked Knowledge Articles” tab then click the "Binoculars" button.

8. The Knowledge Article draft will open in a new window.

9. Under “Options” click “Rework” to begin editing. Update the information in each

article field and include meaningful values in the “Classify” fields.



Note: The “Knowledge Expert Team” field appears under “Classify” when the article changes to “Rework” status. Select the appropriate team to own the article in this field.

10. Save your changes to the Knowledge Article draft. Your article is now searchable in

GSM by other Analysts. 11. Once you have finished editing the article, you will need to submit the article for

review to be published. For instructions on how to do this, refer to the “How to submit an article for publishing” section ahead.



How to search and link a Knowledge Article to a GSM ticket

The following steps describe how to search and link a Knowledge Article to a GSM Incident.

1. Open a GSM Incident or Service Request (status = “In Progress”).

2. Begin working on the ticket by clicking on "Next: Begin Work". The status will change

to "In Progress". 3. Under “Use Knowledge” click on the “Search Articles” button. This will copy the

Short Description field from the GSM ticket into the Knowledge Search pane. Modify the text in the search field if needed then click “Go” to search.

Note: The “Search Articles” button will only copy the Short Description field the first time it is used. You will need to enter text into the Knowledge Search pane directly each time after.

4. Click on an article link from the search results to view the Knowledge Article. The

article will open in a popup window.



5. Read the article resolution and decide if it applies to the GSM ticket.

a. If it does apply, click on the “Use Solution” button to use and link the article to the GSM ticket.

b. If it does not apply, click on the “Cancel” button.

6. Once a Knowledge Article has been linked to a ticket, you can view it by clicking on the "Linked Knowledge Articles" tab.



How to email a Knowledge Article to the Customer

The following steps describe how to email the resolution of a Knowledge Article to the Customer:

1. Open the GSM Incident or Service Request (status = “In Progress”).

2. Link a suitable Knowledge Article to the GSM ticket. Refer to “How to search and link

a Knowledge Article to a GSM ticket”.

3. Under “Use Knowledge” click on the “Email Article to Customer” button.

Note: Knowledge Articles flagged as “Internal Only” cannot be emailed to the Customer. If you have linked an “Internal Only” article to a ticket and click on the “Email Article to Customer” button, the below notification will appear.

Click “Close” to exit.



4. The “E-mail Message” window will open and pre-fill the Customer’s details as well as the Knowledge Article’s Title and Resolution/Answer fields.

5. Edit email content as needed then click on the “Send” button to send the email to the Customer.



How to resolve a GSM ticket with a Knowledge Article

The following steps describe how to resolve a GSM ticket with a Knowledge Article:

1. Open the GSM Incident or Service Request (status = “In Progress”).

2. Link a suitable Knowledge Article to the GSM ticket. Refer to “How to search and link

a Knowledge Article to a GSM ticket”.

3. Under “Use Knowledge” click on the “Resolve and Email Article to Customer” button.

Note: Knowledge Articles flagged as “Internal Only” cannot be emailed to the Customer. If you have linked an “Internal Only” article to a ticket and click on the “Resolve and Email Article to Customer” button, the below notification will appear:

Click “Close” to exit.



4. You will receive a prompt to save the changes to the Incident. Click on the “Yes” button.

5. The GSM ticket status will change to “Resolved” and the Knowledge Article's “Resolution/Answer” field will be automatically copied to the ticket's resolution. This can be viewed in the “Resolution History” tab.

6. The Customer is also sent an email with the Knowledge Article’s Resolution/Answer field copied into the ticket’s resolution details. This can be viewed in the “Journals” tab.



How to unlink a Knowledge Article from a GSM ticket

The following steps describe how to unlink a Knowledge Article from a ticket:

1. Open the GSM Incident or Service Request.

2. Under “Use Knowledge” click on the “Unlink Attached Article” button.

Note: If more than one article is linked to the ticket, you will need to select the article to be unlinked first. To do this, click on the “Linked Knowledge Articles” tab then click on the article to be unlinked from the ticket.

Once you have clicked on the article to be unlinked, return to the “Incident Overview” tab and under “Use Knowledge” click the “Unlink Attached Article” button.

3. A confirmation window appears, click "Unlink article" to confirm.



4. You will receive a prompt to save the changes to the Incident. Click on the “Yes” button.

5. The Knowledge Article will be unlinked from the GSM ticket. You can now continue working normally with the GSM ticket and link another Knowledge Article if needed.



How to create a Knowledge Article in GSM

The following steps describe how to create Knowledge Article in GSM:

1. Click on the “File” menu, then click “New” > “New CKCS Article”.

2. A new article draft will be created.



3. Populate each of the article fields. Use the table below as a guide:

Field Description

Title Use the most relevant, concise, descriptive Issue/Question for the Title. Be sure to:

• Use first person • Address the Audience

For example, if you are writing an internal article for ITSC Analysts, the article title would be: • A student has forgotten their sNumber. What do I do?

If you are writing an external article for Students, the article title would be: • I have forgotten my student number. What do I do?

Issue/Question The issue or question describes the situation in the customer’s vocabulary. Capture the symptoms of the issue and what the customer is trying to do as clear concise statements. It could be a:

• Simple question e.g. How do I clear my browser cache? • Error message e.g. I can’t connect to the Griffith Virtual Private Network: the VPN

connection failed due to unsuccessful domain name resolution. • Issue e.g. My documents aren’t showing in the print queue

Context/Description Briefly describes the setting, background or purpose of the article. This field provides context to the Resolution/Answer field.

Resolution/Answer Provides a simple and concise explanation of how to resolve the Incident or Service Request. It may also include links to Griffith information pages which provide more detailed information. Refer to the Ask Us - Style Guide for guidelines on how to write and structure content using Griffith style.

Additional Resources (Optional field)

Provides additional links to related information/sources.

Classify Categorises the article. • Audience should reflect the intended audience for the article. • Service and Category should reflect the same Service and Category used when logging

Incidents or Service Requests

How to enter data in each field:

• Write plain text straight into the input area for each field (Font = Arial, Size = 12pt). • Do not leave empty lines between paragraphs. • To enter data that requires special formatting such as hyperlinks, bulleted or

numbered points, click on the magnifying glass icon next to the field.

This opens a rich-text editor that facilitates this task. • IMPORTANT: Avoid copy-pasting text from other sources such as Microsoft Word

documents or webpages into the rich-text editor. This is because the copied text may have hidden formatting which can affect formatting in the article when published. If you must copy-paste text, paste the text into a Notepad document first and then copy-paste the text from Notepad into the rich-text editor.

4. Save your changes to the Knowledge Article draft. Your article is now searchable in GSM by other Analysts.

5. Once you have finished editing the article, you will need to submit the article for

review to be published. For instructions on how to do this, refer to the “How to submit an article for publishing” section ahead.

https://teams.griffith.edu.au/sites/student-admin-for-staff/_layouts/15/WopiFrame.aspx?sourcedoc=/sites/student-admin-for-staff/resources/Ask%20Us%20-%20Style%20Guide.docx&action=default



How to submit an article for publishing

The following steps describe how to submit a Knowledge Article for review to be published: 1. Open the Knowledge Article draft. 2. Under “Options” click “Draft” to submit the article for review.

3. A confirmation window will appear stating the article has been sent to the KCS

Coach for review.

Click “Close”.

4. The Knowledge Article status will change from “Work In Progress” to “Draft” and the article will be reviewed by Knowledge Management staff.



If the article is not approved:

• The CKCS Coach will click “Deny” under the “Coach Approval” tab and enter the details for why the article was not approved in the “Comments” field.

• The CKCS Contributor will receive an email notification advising of the approval outcome and comments entered by the CKCS Coach. If the article requires rework, return to Step 9 of "How to create a Knowledge Article from a GSM ticket resolution”.

If the article is approved:

• The CKCS Coach will click “Approve” under the “Coach Approval” tab. • The CKCS Contributor will receive an email notification advising of the approval

outcome. • The article will be published and made available for use in the:

o GSM desktop client (Analyst view) o GSM web portal (if you have set your portal to display knowledge articles) o Ask Us knowledge base (if the Audience type has been set up to push the

Knowledge Article to Ask us). The article will also be searchable from the Griffith homepage search.

.



Support Requirements

For additional inclusions for amendments to GSM:

• Contact the IT Service Centre to log a ticket (07) 3735 5555 • 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 [email protected] Last modified: 10 November 2021

mailto:[email protected]



Appendix – CKCS Knowledge Article Workflow The following diagram details the CKCS Knowledge Article workflow in GSM:

Documents

Griffith Service Management (GSM) Articles