How to use video clips in knowledge document resolution field?

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

Very often it helps a lot if some videos can be embedded in the Service Desk knowledge documents and this tech doc shows some methods how you can accomplish that.

Environment

USRD/CMDB 17.3 on Windows and Unix/Linux

Resolution

A> For custom made videos you can place them on Service Desk and include them in SDM knowledge documents. Follow these steps:

1. Under SDM-Root-Directory\bopcfg\www\CATALINA_BASE\webapps\ROOT\ folder, create a subfolder called "video"

2. Copy the video files you would need to use in knowledge documents into this newly created folder "video"

3. Using the <video> tag to edit the knowledge document resolution to display the videos.

    You would use the "Source" tab in the Resolution Html Editor and manfully insert the <video> tags. For example"

    <video controls="" height="240" width="320">
    <source src="http://[EXAMPLE SERVER]:8080/video/test.mp4" type="video/mp4" />
    </video>

    "

    will insert an mp4 video test.mp4 into the resolution. Here we assume the port for SDM.CMDB Tomcat is 8080 and http is used. If you use a

    different port or use https, you would need to modify the src accordingly.

B>For external video clips like youtube, you can use ifame tag. For example, adding this to the KD source will display the youtube video inside SDM KD

<iframe width="560" height="315" src="https://[EXAMPLE YOUTUBE URL]" frameborder="0" allowfullscreen></iframe>

***Please notice that you don't need to recycle anything and you can add videos to the "video" folder anytime.***