• CA Service Desk Manager
• Legal Notices
• CA Technologies Product References
• Contact CA Technologies
• Self-Service Home Page
  • Use Self-Service
  • How to Request Live Assistance
    • Chat with an Analyst
    • Join the Assistance Session from an Email Notification
    • Join the Assistance Session from the Home Page
    • View or Modify your Support Automation Security Settings
  • View Contact Information and Hours of Operation
  • Search for a Solution
    • View Solutions List
    • My Bookmarks
    • Submit Knowledge
  • View Top Solutions
  • View Knowledge Documents
    • Knowledge Document Fields
    • Use Advanced Search Criteria
  • Search for Knowledge Documents
    • Use Advanced Search Criteria
  • Request Support
  • Look Up My Issues
  • Work with Issues
    • Create an Issue
      • View Knowledge Suggestions
    • Issue Fields
    • Search for an Issue
    • View or Edit an Issue
    • Add Comments to an Issue
    • Close or Reopen an Issue
  • Customer Service
  • Look Up My Tickets
  • Work with Incidents or Requests
    • Create an Incident or Request
      • View Knowledge Suggestions
    • Incident Fields
    • Request Fields
    • Search for an Incident or Request
    • View or Edit an Incident or Request
    • Create an Attachment
    • Add Comments to an Incident or Request
    • Close or Reopen an Incident or Request
  • Work with Change Orders
    • Create a Change Order
    • Change Order Fields
    • Search for a Change Order
    • View or Edit a Change Order
    • Add Comments to a Change Order
    • Close or Reopen a Change Order
  • View Announcements
• Navigate CA Service Desk Manager
  • Screen Reader Usage
    • Accessible Navigation
  • Use the Scoreboard
    • Customize the Scoreboard
  • View Announcements
  • Create an Announcement
    • Announcement Fields
  • Switch Roles
  • Use the Service Desk Tab
  • Use the Knowledge Tab
  • Use the Administration Tab
  • Use the Change Calendar Tab
  • Use the Reports Tab
  • Use the Support Automation Tab
  • Power User Tips
  • Search for Items
    • Search Using "Go" Resources
    • Use Search-As-You-Type
  • Use the Menus
    • Use the Menus on the Service Desk Tab
    • Use the Menus on the Knowledge Tab
    • Use the Menus on the Administration Tab
    • Use the Menus on the Change Calendar
    • Use the Menus on the Support Automation Tab
  • Sort Columns and Items in Lists
  • Mouse-Over Previews
    • Disable Mouse-Over Previews
  • Use Nested Tabs
  • Export List Results to Excel
  • Set Preferences
    • Preferences Fields
  • Refresh the Display
  • View the Log Reader
  • Use the Date Helper
  • Spell Check Text Entry Fields
  • View Notification History
    • Notification Search Fields
    • List All Recipients of a Manual Notification
  • View the Stakeholders Notify List
    • Contact Search Fields
  • View Response Time Statistics
  • Use the Quick Profile
    • Search for a Contact in the Quick Profile
      • Quick Profile Search Fields
    • Edit a Contact in the Quick Profile
    • Create a Quick Close Ticket
    • View Recent Activity for a Contact in the Quick Profile
      • Issue History for a Contact
      • Incident History for a Contact
      • Problem History for a Contact
      • Request History for a Contact
      • Change Order History for a Contact
    • Quick Profile Contact Information
    • Quick Profile Scratchpad
• Define Business Structure
  • Contacts
    • Create a Contact
      • Create a Contact from the File Menu
        • Contact Fields
        • Contact Tabs
      • Create a Contact Using Data From LDAP
      • Create a Contact Using the Quick Profile
    • Search Contacts
      • Contact Search Fields
    • Edit Contacts
      • Edit Contacts Using LDAP
      • Associate a Contact to a Special Handling Type
    • View Contact Events
      • View the Event History for a Contact
  • Groups
    • Create a Group
      • Group Fields
      • Group Tabs
  • Sites
    • Create a Site
  • Locations
    • Create a Location
      • Location Fields
    • Edit Locations
    • Configure Auto Assignment by Location
  • Organizations
    • Create an Organization
    • Search Organizations
      • Organization Search Fields
    • Edit Organizations
    • Set Up an Organization's Environment
• Live Assistance
  • Support Automation Analyst Interface
  • How to Configure Live Assistance
    • Launch Live Assistance
    • Configure the Communication Settings
    • View the Support Automation Analyst Interface
  • How to Create an Assistance Session
    • Invite the End User to a Session from a Ticket
      • Create an Assistance Session from a Ticket Example
    • Invite the End User from the On Hold Users Pane
    • Invite the End User from the Queues View
    • Support Automation Chat
  • How to Manage Queues
    • View the Assistance Session Queue
    • View the Active Sessions
  • View the End-User Profile
  • View the Active Sessions
  • View Session Alerts
  • How to Provide Live Assistance to End Users
    • Initiate a Chat with the End User
      • Support Automation Chat
    • Execute an Automated Task
    • Browse the End-User File System
    • Transfer Files with the End User
    • Modify the End-User Registry
    • Capture a Screenshot
    • Impersonate the End User
    • Control the End-User Computer Remotely
    • Run a Program on the End-User Computer
    • Restart or Shutdown the End-User Computer
    • View the Session Log
  • Support Automation Events
  • Join Existing Assistance Session
  • Invite Another Analyst to the Assistance Session
  • Transfer the Assistance Session to Another Analyst
  • Create a Ticket from the Support Automation Analyst Interface
  • Associate an Assistance Session with an Existing Ticket
  • Support Automation Analyst Interface Accessibility
• Incidents
  • Create an Incident
    • Create an Incident from the File Menu
      • Incident Fields
      • Incident Tabs
    • Create an Incident Using a Template
    • Create an Incident Using Quick Profile
      • Contact Search Fields
  • View Incidents
  • Search Incidents
    • Incident Search Fields
  • Edit an Incident
    • Edit from the Incident List
    • Specify Service Outages
    • Track Incidents
  • Incident Properties
  • Process CA Workflow Workitems
  • Process CA Process Automation Workflow Items
    • Launch CA Process Automation
  • Add Activities to an Incident
    • Update Status
    • Callback
    • Research
    • Log Comment
    • Solution
    • Transfer
    • Escalate
    • Provide a Reason for Escalating the Ticket
    • Manual Notify
      • Manual Notify Fields
      • Send a Manual Notification to a Temporary Email Address
    • Attach to Existing Change Order
      • Detach Change Order
    • Activities Fields
  • Personalized Responses
    • Create Personalized Response
    • Edit a Personalized Response
    • Search Personalized Responses
    • Add a Personalized Response to an Incident
  • View Incident Events
    • View the Event History for an Incident
    • View the Event Delay History
  • Incident Attachments
    • Attach a Document to an Incident
    • Attach a URL to an Incident
    • Edit Attachment Details
  • Attach a Service Type Event
    • Delay or Resume a Service Type Event
  • Edit Service Targets
    • View Ticket Counters and Timers for Service Targets
    • View Service Target Status
  • Create Parent/Child Relationship
    • Close All Children
  • Use Knowledge to Resolve an Incident
    • Submit Knowledge
  • Create an Incident Template
    • Create a Template from a New Incident
    • Create a Template from an Existing Incident
  • Event Logs
• Problems
  • Create a Problem
    • Create a Problem from the File Menu
      • Problem Fields
      • Problem Tabs
    • Create a Problem Using a Template
    • Create a Problem Using Quick Profile
      • Contact Search Fields
    • Create a Problem from an Incident
      • Attach an Incident to a Problem
  • View Problems
  • Search Problems
    • Problem Search Fields
  • Edit a Problem
    • Edit from the Problem List
  • Problem Properties
  • Process CA Workflow Workitems
  • Process CA Process Automation Workflow Items
    • Launch CA Process Automation
  • Add Activities to a Problem
    • Update Status
    • Callback
    • Research
    • Log Comment
    • Solution
    • Transfer
    • Escalate
    • Provide a Reason for Escalating the Ticket
    • Manual Notify
      • Manual Notify Fields
    • Attach to Existing Change Order
      • Detach Change Order
    • Activities Fields
  • Personalized Responses
    • Add a Personalized Response to a Problem
  • View Problem Events
    • View the Event History for a Problem
    • View the Event Delay History
  • Problem Attachments
    • Attach a Document to a Problem
    • Attach a URL to a Problem
    • Edit Attachment Details
  • Attach a Service Type Event
    • Delay or Resume a Service Type Event
  • Edit Service Targets
  • Create Parent/Child Relationship
    • Close All Children
  • Use Knowledge to Resolve a Problem
    • Submit Knowledge
  • Create a Problem Template
    • Create a Template from a New Problem
    • Create a Template from an Existing Problem
• Requests
  • Create a Request
    • Create a Request from the File Menu
      • Request Fields
      • Request Tabs
    • Create a Request Using a Template
    • Create a Request Using Quick Profile
      • Contact Search Fields
  • View Requests
  • Search Requests
    • Request Search Fields
  • Edit a Request
    • Edit from the Request List
  • Request Properties
  • Process CA Workflow Workitems
  • Process CA Process Automation Workflow Items
  • Add Activities to a Request
    • Update Status
    • Callback
    • Research
    • Log Comment
    • Solution
    • Transfer
    • Escalate
    • Manual Notify
      • Manual Notify Fields
    • Attach to Existing Change Order
      • Detach Change Order
    • Activities Fields
  • Personalized Responses
    • Add a Personalized Response to a Request
  • View Request Events
    • View the Event History
    • View the Event Delay History
  • Request Attachments
    • Attach a Document to a Request
    • Attach a URL to a Request
    • Edit Attachment Details
  • Attach a Service Type Event
    • Delay or Resume a Service Type Event
  • Edit Service Targets
  • Create a Parent/Child Relationship
    • Close All Children
  • Use Knowledge to Resolve a Request
    • Submit Knowledge
  • Create a Request Template
    • Create a Template from a New Request
    • Create a Template from an Existing Request
• Change Orders
  • Change Management
    • Change Management Components
    • Configuration Audit and Control Facility
      • How to Define Policies for Change Verification
        • Example: Change Specification in the Pending Verification Status
        • Example: Change Specification in the Verified Status
        • Example: Change Specification in the Set After Change Verified Status
        • Example: Accept the Planned Value
        • Example: Accept the Discovered Value
        • Example: Manage Changes from an Unauthorized MDR
        • Verify a CI Attribute Value Update Manually
          • Create a Managed Attribute Definition
          • Review the Managed Change States in Your Environment
          • Create a Verification Policy for the Managed Attribute
          • Review the Change Specifications List
          • Accept the Planned Value
      • How to Archive and Purge Audit Data
    • View the Change Calendar
    • Change Manager Responsibilities
      • How the Change Manager Role Works
    • CAB Responsibilities
      • How the CAB Process Works
      • Assign CAB Groups
    • Change Order Scoreboard
    • Conflict Analysis and Collision Detection
      • How to Resolve Scheduling Collisions
      • Show Scheduling Conflicts
      • List Change Orders by Conflict Status
      • Edit a Change Order With Conflicts
      • Search Change Orders with Conflicts
      • Search Conflicts
      • Detect and Investigate Conflicts
      • Update Conflict Status Details
      • Define Conflict Logging
      • Report Change Order Conflicts
      • Update the Change Scheduler
    • Workflow Visualization
      • Associate a CA Workflow Process with a Change Category
    • CAB Console and Reporting
      • Work with the CAB Console
        • CAB Status Update Methods
        • Approve or Reject Change Orders
        • Approve or Reject CA Workflow Tasks
        • List CAB CA Workflow Workitems
        • Refresh CAB Statuses
      • Change Management Reporting
    • Risk Evaluation
      • Create a Risk Survey
        • Add Risk Survey Question
        • Add a Risk Survey Answer
        • View Risk Ranges
          • Update Risk Range
      • Submit Risk Survey
      • Associate Risk Survey with a Change Category
      • View a Risk Survey
        • View Risk Survey Questions
        • View Risk Survey Answers
    • Impact Explorer
      • Launch Impact Explorer
      • Explore Attached CIs
      • View a CI in Impact Explorer
      • Add a Related CI to a Change Order
      • Display the CI Descendants List
      • Launch CMDB Visualizer from Impact Explorer
  • Create a Change Order
    • Create a Change Order from the File Menu
      • Change Order Fields
      • Change Order Tabs
    • Create a Change Order Using a Template
    • Create a Change Order Using Quick Profile
      • Contact Search Fields
    • Create a Change Order from an Incident, Problem, or Request
    • Create a Change Order from the Calendar
  • View Change Orders
  • View Global Change Order Queue List
  • Search Change Orders
    • Change Order Search Fields
  • Edit a Change Order
    • Edit from the Change Order List
  • Change Order Properties
  • Add Activities to a Change Order
    • Update Status
    • Update Risk
    • Callback
    • Research
    • Log Comment
    • Transfer
    • Escalate
    • Manual Notify
      • Manual Notify Fields
    • Update the Change Scheduler
      • Add Schedule Information to a Change Order
    • Activities Fields
  • Personalized Responses
    • Add a Personalized Response to a Change Order
  • View Change Order Events
    • View the Event History for a Change Order
    • View the Event Delay History
  • Change Order Workflows
    • Process CA Workflow Workitems
      • Add Workflow Tasks
        • Insert Workflow Task Fields
      • Update a Workflow Task
        • Update Workflow Task Fields
      • View a CA Workflow Process
    • Process CA Process Automation Workflow Items
      • View CA Process Automation Workflow Tasks
  • Change Order Configuration Items
  • Change Calendar
    • View the Change Calendar
      • Change Calendar Search Fields
      • Create a Change Order from the Calendar
    • Schedule Views
      • Navigating the Schedule Views
        • Calender View Hotkeys
    • Using the Change Calendar
    • Export Schedules to iCalendar
  • How to Schedule Change Orders
    • View or Update a Change Schedule
    • Update the Change Scheduler
    • View Change Windows
    • Create Change Windows
    • View Associated CIs
    • Associate a CI with a Maintenance Window
  • Create a Parent/Child Relationship
    • Close All Children
  • Change Order Attachments
    • Attach a Document to a Change Order
    • Attach a URL to a Change Order
    • Edit Attachment Details
  • Attach a Service Type Event
    • Delay or Resume a Service Type Event
  • Edit Service Targets
  • Attach Incidents to a Change Order
  • Attach Problems to a Change Order
  • Attach Requests to a Change Order
  • Accumulate Costs and Time to a Change Order
  • Expedite a Change Order
  • Use Knowledge to Resolve a Change Order
    • Submit Knowledge
  • Create a Change Order Template
    • Create a Template from a New Change Order
    • Create a Template from an Existing Change Order
• Issues
  • Create an Issue
    • Create an Issue from the File Menu
      • Issue Fields
      • Issue Tabs
    • Create an Issue Using a Template
    • Create an Issue Using Quick Profile
      • Contact Search Fields
  • View Issues
  • Search Issues
    • Issue Search Fields
  • Edit an Issue
    • Edit from the Issue List
  • Issue Properties
  • Add Activities to an Issue
    • Update Status
    • Callback
    • Research
    • Log Comment
    • Solution
    • Transfer
    • Escalate
    • Manual Notify
      • Manual Notify Fields
    • Activities Fields
  • Personalized Responses
    • Add a Personalized Response to an Issue
  • Issue Events
    • View the Event History
    • View the Event Delay History for an Issue
  • Issue Workflows
    • Process CA Workflow Workitems
      • Add Workflow Tasks
      • Update a Workflow Task
    • Process CA Process Automation Workflow Items
  • Issue Configuration Items
  • Use Knowledge to Resolve an Issue
    • Submit Knowledge
  • Create Parent/Child Relationship
    • Close All Children
  • Issue Attachments
    • Attach a Document to an Issue
    • Attach a URL to an Issue
    • Edit Attachment Details
  • Attach a Service Type Event
    • Delay or Resume a Service Type Event
  • Edit Service Targets
  • Accumulate Costs and Time to an Issue
  • Expedite an Issue
  • Define Custom Fields for an Issue
  • Document an Issue Resolution
  • Create an Issue Template
    • Create a Template from a New Issue
    • Create a Template from an Existing Issue
• Configuration Items
  • Search Configuration Items
    • Configuration Item Search Fields
  • Create a Configuration Item
    • Configuration Item Fields
    • Configuration Item Tabs
  • Edit a Configuration Item
  • View Tenants Affected by a CI
  • Copy a Configuration Item
  • View Configuration Item Events
    • View the Event History for a Configuration Item
  • Inventory Information
    • Inventory Fields
  • View History
    • Add Configuration Item Log
    • Search Configuration Item Logs
  • Service Information
    • Service Fields
  • Create a CI Relationship
    • View a CI Relationship
  • Define Contact Information
  • Location Information
  • Define Organization Information
  • View Related Tickets
  • View Service Contracts
  • View Associated Change Windows
  • View CI Activities
• CA CMDB Management
  • Contact, Location, and Organization CIs
    • Create a CI from a Base Object
    • Select a Base Object for a CI
    • Edit CI Details for a Base Object
    • Edit CI Attributes for a Base Object
    • Create a Base Object CI Using GRLoader
    • Contact (base object)
    • Location (base object)
    • Organization (base object)
  • CI Relationships
    • CI Relationship Types
      • Create a Relationship Type
    • CMDB Relationships
      • Create a CI Relationship
      • View Relationships for a CI
      • Inactivate a CI Relationship
      • Reactivate a CI Relationship
      • Inactivate CI Relationships (Edit in List)
      • Inactivate a CI Relationship Using GRLoader
      • Reactivate a CI Relationship Using GRLoader
      • CI Relationship History and Comparison
    • CI Relationship
      • Reverse
      • Provider To Dependent Label
      • Dependent To Provider Label
      • Peer-to-Peer?
  • Versioning
    • Uses of Versioning
    • CI Versioning and Future State
    • Shared Asset and CI Audit Trail Records
    • Versioning Terminology
      • States
      • Versions
      • Snapshots
      • Categories
      • Milestones
      • Standard CIs
    • Sources of Versioning Data
    • CA SDM Change Management Integration
    • CA APM Integration
      • CA APM Integration Capabilities
    • CI Versioning Management
      • Show Log
        • Log Filtering
        • View Configuration Item History
        • Print a CI Log
        • CSV Export Support
        • Integrated CA SDM and CA APM Logs
        • MDR Launch-in-Context and Source Identification
        • Attribute Names
        • Logging Custom Families and Attributes
      • Create a Milestone
      • Create a Standard CI
      • Assign a Standard CI to a CI
      • Assign a Standard CI to a CI Using GRLoader
      • Use the Basic View
      • Use the Advanced View
      • View Snapshot Details
      • View the State of a CI on a Specific Date (Basic View)
      • View the State of a CI on a Specific Date (Advanced View)
      • Launch the MDR That Set an Attribute
      • Print a Snapshot
      • Print a CI Milestone
      • Export Data
      • CI Family Changes and Snapshots
      • Compare Snapshots (Basic View)
      • Compare Snapshots (Advanced View)
      • CA SDM Change Management
  • View CI Attributes in Other CA Products
  • How to View a Federated CI
• Knowledge Documents
  • View Inbox or Group Inbox
    • Search for Documents
      • Document Search Fields
    • Edit Documents
  • View Unindexed Documents
  • View Unassigned Documents
  • View Automated Policies
    • Search for Automated Policies
      • Policy Search Fields
    • Edit Automated Policies
  • View Follow-Up Comments
    • Search for Comments
      • Comment Search Fields
• Knowledge Management
  • The Knowledge Management Interface
    • My Bookmarks
    • New Documents
    • My Recent Documents
    • My Recent Searches
  • Key Features
  • Add the Search Source
  • Search the Knowledge Solutions Using Federated Search
  • View the Search Source Detail Page
  • Search for Knowledge Using Advanced Criteria
    • Knowledge Advanced Search Fields
  • Work with Knowledge Categories
  • Work with Knowledge Documents
    • Knowledge Document Overview
    • Define Document Preferences
    • View Document List
      • Filter the Document List
      • View Knowledge Documents
      • Create and Edit Documents
    • Create Knowledge Documents
      • Knowledge Document Fields
      • Find Similar Tab
    • Edit Knowledge Documents
      • Maintain Attributes
      • Maintain Permissions
      • View Related Knowledge and Document Links
      • Attach a File
      • Add Comments
      • Add Notifications
      • View the Knowledge History
        • Event Details
      • View Document Versions
      • Find Similar
    • Copy Knowledge Documents
    • Publish Knowledge Documents
    • Create Rework Versions
    • Save Versions
    • Rollback to a Previous Version
    • Email Documents
    • Retire a Knowledge Document
    • Unretire Knowledge Documents
    • Knowledge Documents Schedule
      • Knowledge Schedule Filter
      • Knowledge Schedule Views
  • Work with Knowledge Tree Documents
    • Create Knowledge Tree Documents
  • Work with Forums
    • Create a New Forum
      • Content Tab
      • Attributes Tab
      • Attachments Tab
      • Notifications Tab
      • History Tab
    • Create a Forum from a Knowledge Category
    • Create a Forum from a Knowledge Document
    • Create a Forum from a Ticket
    • Edit a Forum
    • Search Forums
      • Advanced Search
    • View a Forum
      • View Forum as a User
      • Reply to a Forum
      • Change a Forum Status
      • Subscribe to a Forum
      • Update Forum Status
      • View the Forum Detail Page
    • Convert Forum to Knowledge Document
  • Use the Workflow Process
    • Create the Document
    • Modify the Document
    • Publish the Document
    • Create a Rework-Draft Version
    • Save a Draft Version
    • Rollback to a Previous Version
    • Preview Documents
    • View Inbox or Group Inbox
  • Use the HTML Editor
    • View the HTML Editor
      • Edit menu
      • Format menu
      • Insert menu
      • Table menu
    • Insert a Horizontal Rule
    • Insert a Link to a Document
    • Insert a Link to a New Ticket
    • Insert a Link to a URL
    • Insert a Link to Create a Change Order
    • Insert a New Line
    • Insert Action Content
    • Insert an Image
      • Image Fields
    • Insert an Image from the Image Library
  • Use the Tree Designer
    • The Tree Designer Interface
      • The Tree Menu
      • The Node Actions Menu
      • The Edit Menu
      • The Options Menu
      • The View Menu
      • The Window Menu
      • The Help Menu
      • The Tree Pane Shortcut Menu
      • Tree Designer Components
        • Tree Description (HTML)
        • Query Text (HTML) Pane
        • Results of Error Check Pane
        • Conclusion Text (HTML) Pane
        • The Prompt Window
        • The Tree Designer Toolbar
        • Tree Pane
    • How to Use the Tree Designer
      • Create a New Knowledge Tree Document
      • Open an Existing Knowledge Tree Document
      • Add a Conclusion Node
      • Add a Jump Node
      • Add a Query Node
      • Add the Tree Description
      • Add the Displayed Text for a Node
      • Add the Response Text for a Node
      • Check a Knowledge Tree for Errors
      • Copy and Paste a Node and Its Subnodes
      • Copy and Paste a Single Node
      • Cut and Paste a Node and its Subnodes
      • Create a Knowledge Tree Document
      • Delete a Node and Its Subnodes
      • Exit the Tree Designer
      • Link a Jump Node
      • Paste a Node and Its Subnodes
      • Preview the Node Design
      • Save a Knowledge Tree
      • Set Tree Designer Options
  • Knowledge Report Card
    • Define Knowledge Report Card Statistics
    • Filter Results in the Knowledge Report Card
• Generate Reports
  • CA Business Intelligence Reports
    • Reporting Scenarios
    • Display Web-Based Reports in InfoView
    • Feature and Sample Reports
    • Role-Based Reports
      • Display a Report from the Reports List
      • Work with Report Data
        • Drill Down Reports
        • Print Reports
    • Key Performance Indicators
    • Web-Based Reports
      • Business Objects InfoView Interface
      • Access BusinessObjects Universe User's Guide
      • View a Report
      • View a Report History
      • Access Your Personal Folders or Inbox
      • Search for a Report
      • Schedule a Report
    • Dashboard Reports
      • View Dashboards and Reports in InfoView
    • Ad Hoc Reports
      • Web Intelligence Interface
      • Before you Begin
        • Define Web Intelligence Options
        • Define Drill Options
        • Define Query Properties
        • Considerations for Creating a New Report
      • Create a Basic Report
        • Select the CA SDM Universe
        • Define Data Retrieved by Queries
        • Run Queries
        • View the SQL Generated by Queries
        • Edit Queries In Existing Reports
        • Save and Distribute Reports
        • Report Drill Analysis
  • Summary and Detail Reports
  • Analysis Reports
    • Generate Request or Issue Reports
    • Generate Request Area or Issue Category Reports
    • Generate Request Area Priority or Issue Category Priority
• Administration
  • Archive and Purge
    • View the Archive and Purge History
      • Filter the Archive and Purge History List
    • Archive and Purge Rules
      • Define the Archive and Purge Path
      • Create an Archive and Purge Rule
        • Archive and Purge Rule Fields
      • Search the Archive and Purge Rule List
        • Archive and Purge Rule Search Fields
      • Edit an Archive and Purge Rule
      • Run the Archive and Purge Rule
  • Attachments Library
    • Attachments
      • Search Attachments
        • Attachment Search Fields
    • File Types
      • Create a File Type
      • Search File Types
      • Edit a File Type
    • Repositories
      • Create a Repository
        • Repository Fields
      • Edit a Repository
      • View a Repository
      • Delete a Repository
      • Create a Folder
        • Access Rights
      • Add a File to a Folder or Repository
  • CA CMDB Administration
    • Configuration Item Classes
    • Configuration Item Families
    • Configuration Item List
      • Configuration Item Search Fields
      • Discovered Assets
      • Configuration Item Detail
      • Change Verification Notification Messages
      • CA Business Service Insight Integration
    • Maintain Relationships
      • View CI Relationships
      • CI Relationship Types
      • Delete a CI Relationship from the Database
    • Configuration Audit
      • Managing CACF Incidents
      • Managing Change Orders
      • Managing Change Specifications
        • Create a Change Specification
        • Change Specification Considerations
        • Special Characters
        • Change Specification Statuses
        • Managing Failed Verifications
        • Managing Undiscoverable Attributes
        • Defining Bulk Changes
      • Verification Log
    • Configuration Control
      • Managed Attributes
        • Create a Managed Attribute
      • Managed Change States
        • Create a Managed Change State
      • Verification Policies
        • Create a Verification Policy
        • Change Verification
        • Verification Policy Selection
        • Verification Policy Prioritization by Sequence Number
        • Change Order Alignment
        • Example: Change Order Alignment Policies
        • Transaction Filter
        • CI Filter
        • Policy Actions
        • Verification Policy Filter Syntax
    • MDR Management
      • Manage Federated CI Mappings
      • View an MDR Location for a CI
      • Manage MDRs
      • Manage an MDR Definition
    • Reconciliation Management
      • Manage Ambiguous CI Transactions
        • View Ambiguous Transactions from the Administration Tab
        • View Ambiguous Transactions from the Scoreboard
        • Specify a Target CI for an Ambiguous CI Transaction
      • Manage Ambiguous CIs
        • View Ambiguous CIs from the Administration Tab
        • View Ambiguous CIs from the Scoreboard
        • Supersede Ambiguous CIs
      • Manage Superseded CIs
        • View Superseded CIs from the Administration Tab
        • View Superseded CIs from the Scoreboard
    • Transaction Work Area
      • Manage CI Transactions
      • Manage a CI Transaction
      • Manage Relationship Transactions
      • Manage a Relationship Transaction
    • CA CMDB Data Maintenance
      • CA CMDB Family/Class Structure
      • Change Family/Class of a Single CI
      • Change the Family/Class of a List of CIs
      • Change CI Family/Class Using GRLoader
  • Email Administration
    • Mailbox Rules
      • Create a Mailbox Rule
        • Mailbox Rule Fields
          • Artifacts Use Considerations
          • Pattern Matching in Mailbox Rules
          • Filter String Object Identifier Restrictions
          • Special Characters in Regular Expressions
        • Configure a Mailbox Rule
        • Use a Notification Phrase for Email Auto-Replies
        • List Mailbox Rules
      • Create a Mailbox
        • Mailbox Policy Fields
    • Mailboxes
      • Edit the Default Mailbox
  • Events and Macros
    • Events
      • Create an Event
        • Event Fields
        • Configuration Information Fields
      • Search Events
        • Event Search Fields
      • Edit an Event
    • Macro Types
      • Filter the Macro Types List
    • Macros
      • Create a Macro
        • Attach Event Macro
        • Execute Remote Reference Macro
        • Multiple Notification Macro
        • Site-Defined Condition Macro
        • Execute CA IT PAM Action Macro
        • Execute CA Workflow Action Macro
      • Search Macros
      • Edit a Macro
  • Knowledge Administration
    • Audience
    • Knowledge Management Configuration and Management Functions
    • Knowledge Management Roles and Functions
    • Action Content
      • View Action Content
      • Create Action Content (Action URL)
      • Create Action Content (Internal HTMPL)
      • Edit Action Content
      • Search for Action Content
    • Approval Process Manager
      • Define an Approval Process for Document Editing
      • Create an Approval Process Template
        • Add Alternate Assignees to a Task
        • Edit an Approval Process Template
        • Search for an Approval Process Template
      • Document Status Definitions
        • Create a Document Status
        • Search Document Statuses
        • Edit Document Status
    • Automated Policies
      • View Automated Policies
      • How to Set Up Automated Policies
      • Create an Automated Policy
      • Edit an Automated Policy
      • Schedule Automated Policies
      • View Document Lifecycle Policy Reports
    • Knowledge Document Control
      • Comment Types
        • View Comment Types
        • Create a Comment Type
        • Edit a Comment Type
        • Set Up a Follow-Up Comment Notification
      • Specify Document Settings
      • Document Templates
        • Create a Document Template
        • Edit a Document Template
        • List Document Templates
        • Filter the Document Template List
      • Export/Import
        • View Export/Import Templates
        • Search Export and Import Templates
        • Create an Export/Import Template
          • Show Export Fields
          • Show the Export Filter
          • Show Import Settings
        • Export Transactions
          • pdm_ket Utility—Knowledge Export Tool
        • Edit an Export/Import Template
        • Import Packages
        • Import Transactions
          • pdm_kit Utility—Knowledge Import Tool
      • Version Documents
        • How to Manage Document Versions
    • Knowledge Categories
      • Create a Knowledge Category
        • Category Fields
      • Modify a Category
      • Delete a Category
      • Move a Category
      • Copy a Category with Document Links
      • Copy a Category without Document Links
      • Manage Category Permissions
    • Knowledge Report Card
      • Define Knowledge Report Card Statistics
    • Search
      • Use the Knowledge Management Search
        • Noise Words, Synonyms, and Special Terms
        • Noise Words
          • Create Noise Words
          • Edit a Noise Word
          • View Noise Words
        • Special Terms
          • Create a Special Term
          • Edit a Special Term
          • View Special Terms
        • Synonyms
          • Create a Synonym
          • Edit a Synonym
          • View Synonyms
      • Define Parse Settings
        • Multi-Byte Character Set Search Limitations
      • Use the Knowledge Re-Index Utility
      • Recommended Documents
        • Create Recommended Documents
          • Condition Type Field
        • Edit a Recommended Document Condition
        • View Recommended Documents
        • Search Recommended Documents
      • Set Up Default Search Settings
    • CA SDM Integration Options
      • Define Field Mapping
      • Define Issue Search Configuration
      • Define Request/Incident/Problem Search Configuration
      • Knowledge Suggestions
        • Define Issue Categories
        • Define Request/Incident/Problem Areas
        • Configure Self-Service Policies
    • Solution Survey
      • Define FAQ Settings
      • Define Solution Survey Settings
    • Knowledge Management System Settings
      • Configure General Settings
  • Notifications
    • Create an Activity Association
      • Search for an Activity Association
      • Update an Activity Association
    • Create an Activity Notification
      • Search for an Activity Notification
      • Update an Activity Notification
      • Update Manual Activity Notification
      • Set Up an Activity Notification for Related Ticket Activities
      • Set Up a Related Ticket Activity Notification
    • Define Survey Notifications
    • Create Message Templates
      • Update a Message Template
      • Search for a Message Template
    • Create a Notification Method
      • Update a Notification Method
      • Search for a Notification Method
    • Create a Notification Phrase
      • Activate a Predefined Notification Phrase
      • Deactivate a Notification Phrase
      • Update a Notification Phrase
      • List Notification Phrases
      • Use a Notification Phrase in a Message Template
    • Create a Notification Rule
      • Update a Notification Rule
      • Search for a Notification Rule
      • Example: Notify the Current and Previous Assignees
      • Example: Notify the Primary Contact of a CI/Asset
    • Create New Object Contact Notification
      • Update an Object Contact Notification
      • Search for an Object Contact Notification
    • Edit Manual Notification Recipients
  • Options Manager
    • Install/Uninstall Options Manager Options
      • Install an Option
      • Uninstall an Option
      • Restart the CA SDM Servers in Conventional Configuration
      • Restart the CA SDM Servers in Advanced Availability Configuration
        • Promote the Standby Server as the New Background Server
        • Choose the Less Active Application Server
        • Stop the Other Application Server
      • Server Restart List
    • Options List Search
    • Archive and Purge Options
    • Asset Information Service Options
    • Audit Log Options
    • CA CMDB Options
    • CA Process Automation Workflow Options
    • CA Workflow Options
    • Change Order Mgr Options
    • Change-Issue Options
    • Email Options
    • General Options
    • Issue Mgr Options
    • Knowledge Options
    • KPI Options
    • LDAP Options
    • Multi-Tenancy Options
    • Notifications Options
    • Request Mgr Options
    • Request-Change Options
    • Request-Change-Issue Options
    • Search Engine Options
    • Security Options
    • Support Automation Options
    • Time-to-Violation Options
    • Ver Ctl Options
    • Web Options
    • Web Report Options
    • Web Service Options
  • Security and Role Management
    • Access Types
      • Create an Access Type
        • Access Type Fields
        • Configure Web Authentication for an Access Type
        • Assign Web Screen Painter Permissions to an Access Type
        • Assign Roles to an Access Type
      • Search Access Types
        • Access Type Search Fields
      • Edit an Access Type
      • Assign Access Type Using LDAP Groups
    • Contacts
      • Create a Contact
        • Contact Fields
        • Contact Tabs
          • Define Contact Notification Parameters
          • Assign a Contact to a Location
          • Assign a Contact to an Organization
          • Define a Contact's Environment
          • Enter Contact Remarks
          • Assign a Contact to a Group
          • Assign Roles to a Contact
          • Assign the Guest Access Type to a Contact
          • Associate a Service Contract with a Contact
      • Edit a Contact
      • Search Contacts
        • Contact Search Fields
    • Data Partitions
      • Create a Data Partition Constraint
        • Data Partition Constraints Fields
        • Constraint Definition
      • Edit a Data Partition Constraint
      • Search Data Partition Constraints
        • Data Partition Constraint Search Fields
      • Create a Data Partition
      • Edit a Data Partition
      • Search Data Partitions
      • View Data Partitions Controlled Tables
        • Data Partition Controlled Tables Search Fields
    • Groups
      • Create a Group
        • Group Tabs
          • Set Up Group Notification Parameters
          • Assign a Group to a Location
          • Assign a Group to an Organization
          • Set Up a Group's Environment
          • Group Remarks
          • Assign Members to a Group
          • Group Auto Assignments
      • Edit a Group
      • Search Groups
        • Group Search Fields
    • Role Management
      • Help Sets
        • Create a Help Set
          • Help Set Fields
          • Define Help Set Contents
        • Edit a Help Set
        • Search Help Sets
          • Help Set Search Fields
        • Copy a Help Set
      • Menu Bars
        • Create a Menu Bar
          • Menu Bar Fields
        • Edit a Menu Bar
        • Search Menu Bars
          • Menu Bar Search Fields
      • Menu Tree Resources
        • Create a Menu Tree Resource
        • Search Menu Tree Resources
        • Edit a Menu Tree Resource
      • Menu Trees
        • Create a Menu Tree
        • Customize a Menu Tree
        • Search Menu Trees
        • Edit a Menu Tree
        • Copy a Menu Tree
      • Role List
        • Create a Role
          • Role Fields
          • Assign an Access Level to a Role
          • Role Tabs
            • Define Role Authorization
              • Tenant Access
                • Edit Tenant Access for a Role
            • Edit Functional Access Areas for a Role
            • Define the Web Interface
            • Define Knowledge Management Privileges
            • Define Knowledge Document Visibility
            • Assign Tabs
            • Assign Report Web Forms
            • Assign Go Resources
        • Edit a Role
        • Search Roles
        • Copy a Role
      • Tabs
        • Create a Tab
          • Tab Fields
        • Edit a Tab
        • Search Tabs
      • Web Forms
        • Create a Web Form
          • Web Form Fields
        • Edit a Web Form
        • Search Web Forms
    • Support Automation Access Control
      • Create an Analyst Access Level
      • Create an End User Access Level
      • Update a Support Automation Access Level
    • Functional Access Areas
      • Search for a Functional Access Area
      • Create a Functional Access Area
      • Rename a Functional Access Area
    • Tenant Groups
      • Create a Tenant Group
      • View Tenant Groups
      • Edit a Tenant Group
      • System-Maintained Tenant Groups
    • Tenants
      • View Tenants
      • Edit a Tenant
      • Create a Subtenant
      • Create a Tenant
    • Terms of Usage
      • Search for a Terms of Usage Statement
      • Create a Terms of Usage Statement
      • Edit a Terms of Usage Statement
      • Update a Tenant Terms of Usage Statement
    • UNC Credentials
      • Create UNC Credentials
  • Service Desk
    • Analysis
      • Generate an Analysis Report
    • Announcements
      • Create an Announcement
        • Announcement Fields
    • Application Data
      • Codes
        • Attribute Aliases
          • Create an Attribute Alias Code
          • Attribute Alias Fields
          • Search for an Attribute Alias Code
          • Edit an Attribute Alias Code
        • Auto Close Settings
          • Define Auto Close Settings
          • Update Auto Close Settings
          • Search for Auto Close Settings
          • View Auto Close Settings
        • Contact Types
          • Create a Contact Type Code
          • Contact Type Fields
          • Search for a Contact Type Code
          • Edit a Contact Type Code
        • Cost Centers
          • Create a Cost Center Code
          • Cost Center Fields
          • Search for a Cost Center Code
          • Edit a Cost Center Code
        • Countries
          • Create a Country Code
          • Country Fields
          • Search for a Country Code
          • Edit a Country Code
        • Departments
          • Create a Department Code
          • Department Fields
          • Search for a Department Code
          • Edit a Department Code
        • End User Roles
          • Create an End User Role Code
          • End User Role Fields
          • Search for an End User Role Code
          • Edit an End User Role Code
        • iCalendar Event Templates
          • Search for an iCalendar Event Template Code
          • iCalendar Event Template Fields
          • Edit an iCalendar Event Template Code
        • Impacts
          • Search for an Impact Code
          • Impact Fields
          • Edit an Impact Code
        • Locations
          • Create a Location Code
          • Location Fields
          • Search for a Location Code
          • Edit a Location Code
        • Organizations
          • Create an Organization Code
          • Organization Fields
          • Search for an Organization Code
          • Edit an Organization Code
        • Outage Types
          • Create an Outage Type
          • Edit an Outage Type
          • List Outage Types
          • Outage Type Fields
        • Positions
          • Create a Position Code
          • Position Fields
          • Search for a Position Code
          • Edit a Position Code
        • Priorities
          • Search for a Priority Code
          • Priority Fields
          • Edit a Priority Code
        • Products
          • Create a Product Code
          • Product Fields
          • Search for a Product Code
          • Edit a Product Code
        • Reasons
          • Create a Reason Code
          • Reason Fields
          • Search for a Reason Code
          • Edit a Reason Code
        • Reporting Methods
          • Create a Reporting Method Code
          • Reporting Method Fields
          • Search for a Reporting Method Code
          • Edit a Reporting Method Code
        • Resolution Codes
          • List Resolution Codes
          • Create a Resolution Code
          • Edit a Resolution Code
          • Resolution Code Fields
        • Resolution Methods
          • List Resolution Methods
          • Create a Resolution Method
          • Edit a Resolution Method
          • Resolution Methods Fields
        • Root Causes
          • Create a Root Cause Code
          • Root Cause Fields
          • Search for a Root Cause Code
          • Edit a Root Cause Code
        • Severities
          • Search for a Severity Code
          • Severity Fields
          • Edit a Severity Code
        • Sites
          • Create a Site Code
          • Site Fields
          • Search for a Site Code
          • Edit a Site Code
        • Special Handling Types
          • How to Configure Special Handling Contacts
            • List Special Handling Types
            • How to Identify Tickets for Special Handling Contacts
          • Create a Special Handling Type
            • Edit a Special Handling Type
            • Add an Icon to a Special Handling Object
            • Special Handling Types Fields
        • States/Provinces
          • Create a State/Province Code
          • State/Province Fields
          • Search for a State/Province Code
          • Edit a State/Province Code
        • Symptom Codes
          • Create a Symptom Code
          • Edit a Symptom Code
          • List Symptom Codes
          • Symptom Code Fields
        • Timer Setup
          • Create a Timer Setup Code
          • Timer Setup Fields
          • Search for a Timer Setup Code
          • Edit a Timer Setup Code
        • Timespans
          • Create a Timespan Code
          • Timespan Fields
          • Search for a Timespan Code
          • Edit a Timespan Code
        • Timezones
          • Create a Timezone Code
          • Timezone Fields
          • Search for a Timezone Code
          • Edit a Timezone Code
        • Urgencies
          • Search for an Urgency Code
          • Urgency Fields
          • Edit an Urgency Code
        • Web Macro
          • Create a Web Macro
        • Workshifts
          • Create a Workshift Code
          • Workshift Fields
          • Request/Incident/Problem Area Search Fields
          • Change Category Search Fields
          • Issue Category Search Fields
          • Search for a Workshift Code
          • Edit a Workshift Code
      • Configuration Items
        • Companies
          • Company Fields
        • Company Types
        • Configuration Item Classes
        • Configuration Item List
          • Configuration Item Search Fields
          • Discovered Assets
          • View the Event History for a Configuration Item
        • Create Manufacturer Models
        • Service Status
      • Remote References
        • Create a Remote Reference
          • Remote Reference Fields
      • Stored Queries
        • Create a Stored Query
          • Stored Query Fields
        • View Stored Queries
        • Search for a Stored Query
          • Stored Query Search Fields
        • Edit a Stored Query
    • Audit Log List
    • Change Orders
      • Categories
        • Define Change Categories
          • Change Category Fields
          • Add Properties to Change Categories
            • Property Fields
            • Property Validation Rules
              • Create Property Validation Rules
          • Attach a Workflow
            • Attach a CA Workflow
            • Attach a Classic Workflow
              • Workflow Template Fields
              • Configure Classic Workflows
              • Enable Workflow Auto Assignment
            • Define Behavior Template
          • Enable Auto Assignment
            • Assign Groups to a Change Category
            • Assign Locations to a Change Category
            • Assign Workshifts to a Change Category
        • Update a Change Category
      • Change Order Transitions
        • Define Change Order Status Transition
        • Update Initial Status Transitions
        • Search for Change Order Transitions
      • Change Types
        • Define Change Type Codes
        • Update a Change Type Code
      • Change Windows (Change Order)
        • Define Change Windows (Change Order)
        • Update a Change Window (Change Order)
        • Create a Blackout Window Example
        • Create a Global Maintenance Window
        • Associate a CI with a Maintenance Window
        • View Associated CIs
      • Closure Code
        • Define Closure Codes
        • Update a Closure Code
      • Conflict Status
      • Risk Level
        • Update a Risk Level
      • Risk Survey
        • Define Risk Surveys
        • Update Risk Survey
      • Status
        • Define Change Status Codes
        • Change Order Status Fields
        • Update a Change Order Status
      • Workflow Task Status Code
        • Create a Workflow Task Status Code
          • Task Status Fields
        • Update a Workflow Task Status Code
      • Workflow Task Types
        • Create a Workflow Task Type
          • Task Type Fields
        • Update a Workflow Task Type
    • Form Groups
      • Define Form Groups
    • Issues
      • Categories
        • Define Issue Categories
          • Issue Category Fields
          • Add Properties to Issue Categories
            • Create Property Validation Rules
          • Attach a Workflow
            • Attach a CA Workflow
            • Attach a Classic Workflow
              • Configure Classic Workflows
              • Enable Workflow Auto Assignment
          • Enable Auto Assignment
            • Assign Groups to an Issue Category
            • Assign Workshifts to an Issue Category
            • Assign Locations to an Issue Category
        • Update an Issue Category
      • Issue Transitions
        • Define Issue Transitions
        • Search for Issue Transitions
      • Status
        • Issue Status Fields
        • Update Issue Status
      • Workflow Task Status Code
        • Create a Workflow Task Status Code
        • Update a Workflow Task Status Code
      • Workflow Task Types
        • Create a Workflow Task Type
          • Task Type Fields
        • Update a Workflow Task Type
    • KPIs
      • Create a KPI
        • KPI Fields: System KPIs
        • KPI Fields: User-Defined KPIs
      • View KPIs
        • Search for a KPI
      • Make a KPI Active or Inactive
      • Edit a KPI
    • Personal Responses
      • Create Personal Responses
    • Requests/Incidents/Problems
      • Areas
        • Define Areas
          • Request/Incident/Problem Area Fields
          • Add Properties to Request/Incident/Problem Areas
            • Create Property Validation Rules
          • Attach a CA Workflow Process Definition
          • Attach a CA Process Automation Workflow Process Definition
            • View the Attached CA Process Automation Process Definition
            • Search for Workflow Process Definitions
          • Enable Auto Assignment
            • Assign Groups to a Request/Incident/Problem Area
            • Assign Locations to a Request/Incident/Problem Area
            • Assign Workshifts to a Request/Incident/Problem Area
        • Update an Area
        • Search Request/Incident/Problem Areas
      • Define Status
        • Request/Incident/Problem Status Fields
        • Update Status Codes
        • Search for a Request/Incident/Problem Status
        • Update a Request/Incident/Problem Status
          • Update Status Transitions
          • View Dependent Attribute Controls
          • View Transitions
          • Define Dependent Attribute Controls
          • Update Attribute Controls
          • Search for Attribute Controls
      • Define Status Transitions
        • Edit Status Transitions
        • Update Initial Status Transitions
        • View Status Transitions
        • Status Transition Fields
        • Search for Transitions
      • Define Transition Types
        • Edit Transition Types
        • Link Transition Types to Incident/Request Status Transitions
        • View Transition Types
        • Search for Transition Types
        • Transition Type Fields
        • Activate Predefined Transition Types
      • Define a Priority Calculation
        • Edit a Priority Calculation
        • Search for a Priority Calculation
        • Priority Calculation Search Fields
        • Use Ticket Templates to Calculate Priority Values
    • Sequence Numbers
      • Edit a Sequence Number Format
    • Service Contracts
      • Create a Service Contract
        • Service Contract Fields
        • Service Contract Tabs
          • Map Contacts to Service Contracts
          • Map Groups to Service Contracts
          • Map Configuration Items to Service Contracts
          • Map Priorities to Service Contracts
          • Map Urgencies to Service Contracts
          • Add a Private Service Type to a Service Contract
          • Add a Request Area to a Service Contract
          • Add a Change Category to a Service Contract
          • Add an Issue Category to a Service Contract
      • Search Service Contracts
        • Service Contract Search Fields
      • Update a Service Contract
    • Service Types
      • Create a Service Type
        • Service Type Fields
        • Service Type Tabs
          • Create Service Type Event
    • Service Target Templates
      • Search for Service Target Templates
      • Edit a Service Target Template
      • Create a Service Target Template
      • Link a Service Target Template to a Service Type
      • View Service Targets for a Service Type
    • Surveys
      • Managed Surveys
        • Create a Managed Survey
          • Managed Survey Fields
          • Managed Survey Tabs
        • Search Managed Surveys
          • Filter the Managed Survey List
        • Edit a Managed Survey
        • View or Edit a Managed Survey Activity
        • Managed Survey Status
          • Search Managed Survey Status
          • Create a Managed Survey Status
          • Edit a Managed Survey Status
      • Survey Templates
        • Create a Survey Template
          • Survey Template Fields
        • Search Survey Templates
          • Filter the Survey Template List
        • Edit a Survey Template
        • Survey Question List
        • Survey Question Detail Page
        • Survey Answer List
        • Survey Answer Detail Page
  • SOAP Web Services Policy
    • SOAP Error Types
      • Create a SOAP Web Services Error Type
        • SOAP Web Services Error Type Fields
      • Search SOAP Web Services Error Types
        • SOAP Web Services Error Type Search Fields
      • Edit a SOAP Web Services Error Type
    • SOAP Policies
      • Create a SOAP Web Services Policy
        • SOAP Web Services Policy Fields
      • Search SOAP Web Services Policies
        • SOAP Web Services Policy Search Fields
      • Edit a SOAP Web Services Policy
  • Support Automation
    • Support Automation Adaptations
      • Branding Administration
        • Create a Branding
        • Search for a Branding
        • Update a Branding
      • Localization Administration
        • Localization IDs
        • Enable or Disable Localizations
      • Page Layout Configuration
        • Create a Default Layout Page
        • Search for a Page Layout
        • Define the Default Wait Page
        • Define the End User Post-Launch Page
        • Define the In Session Page
        • Define the Post-Logout Page
        • Define the Exit Survey Page
    • Support Automation Property List Administration
      • Support Automation Property list
      • Update a Support Automation Property
      • Search for a Property
    • Queue Management
      • Create a Queue
      • Search for a Queue
      • Set Queue Hours of Operation
      • Deactivate a Queue
      • Assign a Default Queue
      • Establish an Auto Transfer Process
      • How to Manage Queue Summaries
        • Create a Queue Summary
        • Search for a Queue Summary Field
        • Update a Queue Summary
        • Delete a Queue Summary
    • Service Desk Integration
      • Create a Request/Incident Template Association
      • Search for a Request/Incident Template Association
      • Update a Request/Incident Template Association
      • Create an Issue Template Association
      • Update an Issue Template Association
      • Search for an Issue Template Association
    • Administration Settings
      • Message Routing Servers
        • Create a Message Routing Server
        • Search for a Message Routing Server
        • Enable a Message Routing Server
        • Disable a Message Routing Server
        • Update a Message Routing Server
        • Delete a Message Routing Server
      • Support Automation Privacy Level Administration
        • Create a Privacy Level
        • Search for a Privacy Level
        • Update a Privacy Level
        • Delete a Privacy Level
        • Set Permissions for Tools in a Privacy Level
        • Set the Localization for a Privacy Level
      • Specify Support Automation Hours
        • Create a Support Automation Hour Configuration
        • Search for a Support Automation Hour Configuration
        • Update a Support Automation Hour Configuration
        • Delete a Support Automation Hour Configuration
    • Tool Administration
      • Automated Tasks Administration
        • Search for an Automated Tasks Classification
        • Create an Automated Tasks Classification
        • Search for an Automated Task
        • Update the Automated Tasks List
        • Configure an Automated Task Script for Live Assistance
        • Configure an Automated Task Script for Impersonation
        • Configure an Automated Task Script for Access
      • Chat Preset Administration
        • Create a Chat Preset Group
        • Search for a Chat Preset Group
        • Update a Chat Preset Group
        • Create a Text Preset
        • Search for a Text Preset
        • Update a Text Preset
        • Create a URL Preset
        • Search for a URL Preset
        • Update a URL Preset
      • Default Credential Administration
        • Specify Default Credentials
        • Search for a Default Credential
        • Update Default Credentials
      • Disclaimer Administration
        • Create a Disclaimer
        • Search for a Disclaimer
        • Update a Disclaimer
  • System
    • Configurations
      • Create a Process Configuration
      • Object Managers
        • Add Object Managers
      • Web Engines or Web Directors
        • Add Web Engines or Web Directors
        • Web Director List
      • Aliases
        • Add Aliases
      • Additional Processes
        • Add Additional Processes
    • Current Locks
      • View Current Object Locks
      • Unlock Objects
    • Interval Logging
      • View Interval Log Configuration
      • Create Log Interval Configuration
        • Interval Log Configuration Fields
    • Servers
      • Add a Server
        • Create Server Fields