Issues › Use Knowledge to Resolve an Issue

Use Knowledge to Resolve an Issue

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

Follow these steps:

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

   The Issue Detail page opens.

2. Select the Knowledge Management tab.
3. Enter text in the search box to describe the issue, or copy text from the Summary or Description fields of the issue.
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 choose Accept as Solution.

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

More information:

Submit Knowledge