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View Knowledge Suggestions

After you open a new ticket, you can improve your search for solutions by clicking the View More Knowledge before Save button on the toolbar. This option searches for knowledge based on the category, request area, and description defined within the ticket.

To view a list of knowledge suggestions

1. Open a new ticket.
2. Specify a request area and enter a description that describes the problem you are trying to solve.
3. Complete the other fields as appropriate.
4. Select View Knowledge before Save button on the toolbar.

   A list of knowledge suggestions appears on the search results page. Terms that were used during the search are highlighted in the list.

5. Click one of the following buttons:
   • Back to Ticket—Opens the ticket details page.
   • Save Ticket—Saves the new ticket.
   • Cancel Ticket—Closes the window without saving any changes.