Change Orders › Use Knowledge to Resolve a Change Order

Use Knowledge to Resolve a Change Order

You can search the CA SDM Knowledge Base for a document to help resolve a change order.

Follow these steps:

1. On the Service Desk tab, select the desired change order.

   The Change Order Detail page opens.

2. Select the Knowledge Management tab.
3. (Optional) Click Find Similar.

   A list of similar tickets appears, based on the current ticket summary and description.

4. Enter text in the search box to describe the change order, or copy text from the Summary or Description fields of the change order.
5. From the drop down list, select where you want to search.
6. Click Search.

   A list of documents matching the search criteria displays.

7. When you find the document that provides a solution, right-click and choose Accept as Solution.

   The knowledge document information is copied into the Summary and Description fields.