KA Knowledge Article. Knowledge Management Knowledge A Knowledge Article (KA) is a record that shares Knowledge Article Knowledge (ex: FAQs, how-tos, Management workarounds/solutions, tutorials, processes, reference, etc.) among Users and Customers. Knowledge A Knowledge Search is a search that runs against Knowledge Search the GSM Knowledge Base and the Web to quickly Management find solutions (ex: Find information relating to Account Management). Knowledge Searches can also treat existing records in GSM as Knowledge Sources. Known Error A Known Error is the root cause of a Problem and Knowledge has a workaround to keep employees operating while Management the Problem is being resolved. Linked Incidents Displays related Incidents that involve this Incident. Incident/Service Request Management Main Pane Displays the main form fields. The Main panes Record greatly vary. Management Main toolbar The Main toolbar displays buttons for performing Interface common GSM operations. Major Incident When checked, indicates that the Incident/Request is Incident/Service considered a Major Incident (ex: a Priority 1 Request Incident/Request that requires a coordinated effort). Management mApp A GSM mergeable application is a bundle System (mApp™) of GSM system definitions (Business Objects/Fields, Administration Forms, Grids, Relationships, Actions/One-Steps, Search Groups, etc.), along with merge instructions, that allows definitions to be transferred between databases and functionality to be merged. Metric A GSM Metric is a stored measurement query whose Reporting value can be used to measure, monitor, and predict service desk performance and trends (ex: Average time to resolve Incidents). Mobile A Mobile Dashboard is a simpler version of a GSM Interface Dashboard Dashboard that is optimised to be accessed from a mobile device. Mobile Form A Mobile Form is a simplified version of a GSM Form Interface that is optimised for GSM Mobile Users accessing GSM on a mobile device. MRU Most recently used. Acronym Navigation The Navigation toolbar displays buttons for Interface toolbar navigating between records (ex: Incident, Problem, etc.). Normal Change A Normal Change is undocumented and it is Process
KA Knowledge Article. Knowledge Management Knowledge Article A Knowledge Article (KA) is a record that shares Knowledge (ex: FAQs, how-tos, workarounds/solutions, tutorials, processes, reference, etc.) among Users and Customers. Knowledge Management Knowledge Search A Knowledge Search is a search that runs against the GSM Knowledge Base and the Web to quickly find solutions (ex: Find information relating to Account Management). Knowledge Searches can also treat existing records in GSM as Knowledge Sources. Knowledge Management Known Error A Known Error is the root cause of a Problem and has a workaround to keep employees operating while the Problem is being resolved. Knowledge Management Linked Incidents Displays related Incidents that involve this Incident. Incident/Service Request Management Main Pane Displays the main form fields. The Main panes greatly vary. Record Management Main toolbar The Main toolbar displays buttons for performing common GSM operations. Interface Major Incident When checked, indicates that the Incident/Request is considered a Major Incident (ex: a Priority 1 Incident/Request that requires a coordinated effort). Incident/Service Request Management mApp A GSM mergeable application (mApp™) is a bundle of GSM system definitions (Business Objects/Fields, Forms, Grids, Relationships, Actions/One-Steps, Search Groups, etc.), along with merge instructions, that allows definitions to be transferred between databases and functionality to be merged. System Administration Metric A GSM Metric is a stored measurement query whose value can be used to measure, monitor, and predict service desk performance and trends (ex: Average time to resolve Incidents). Reporting Mobile Dashboard A Mobile Dashboard is a simpler version of a GSM Dashboard that is optimised to be accessed from a mobile device. Interface Mobile Form A Mobile Form is a simplified version of a GSM Form that is optimised for GSM Mobile Users accessing GSM on a mobile device. Interface MRU Most recently used. Acronym Navigation toolbar The Navigation toolbar displays buttons for navigating between records (ex: Incident, Problem, etc.). Interface Normal Change A Normal Change is undocumented and it is Process