Incidents › Use Knowledge to Resolve an Incident

Use Knowledge to Resolve an Incident

You can search the CA SDM Knowledge Base for a document to help resolve an incident.

Follow these steps:

1. On the Service Desk tab, select the desired incident.

   The Incident Detail page opens.

2. Select the Knowledge Management tab.
3. Enter text in the search field to describe the problem, or copy text from the Summary or Description fields of the incident.
4. From the drop-down list, select where you want to search.
5. Click Search.

   A list of documents matching the search criteria displays.

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

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

More information:

Submit Knowledge