A knowledge document can represent different types of content, but it is primarily used to capture information about a known error or workaround for a problem.
Important! Depending on how your administrator configured the system for your role, you may not have access to all of the functionality described in this topic.
To view a knowledge document
The knowledge document opens.
For field descriptions, see Knowledge Document Fields.
If the document is helpful and allows you to resolve your problem, you can accept it as a solution. After it is accepted, the solution is logged in the knowledge base.
Allows you to modify the document if you have the editing privileges.
Stores a link to the document in your My Bookmarks folder.
Allows you to receive updates if the document is modified.
Allows you to rate the usefulness of the document, based on the following questions:
You can also add a comment and assign it to another analyst for follow-up.
(Optional) Select one of the following comment types:
Allows you to email the document.
Allows you to create a new forum.
Creates a new incident.
Creates a new incident based on the current document.
Opens a printable version of the document by removing the Page Options and Comments boxes, as well as the rating text if it exists in the original document. Click Print to print the new version.
The Document List page appears.
Note: You can view the follow-up comments that were assigned to you on the CA SDM scoreboard in your My Follow-Up Comments queue.
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