How do I include a custom status in the Knowledge Advanced Search Field named "Search for documents in these statuses"

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Article ID: 191936

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Updated On:

Products

CA Service Desk Manager KNOWLEDGE TOOLS

Issue/Introduction

A custom knowledge status has been added.  That status can be assigned to a knowledge article. However, in the advanced search filter, there is no checkbox for the custom status under "Search for documents in these statuses".  How can a checkbox be added for the custom status?

Cause

An additional step must be performed.

Environment

Release : 17.1, 17.2

Component : SDM KNOWLEDGE MANAGEMENT

Resolution

To include the custom status, you would need to put a tick in the "Allowed" checkbox for the Role.

Follow these steps:

  1. Log into Service Desk using the Service Desk Administrator account and open the [Administration] tab.
  2. Go to 'Security and Role Management' 'Role Management' > 'Role List'.
  3. Open the Role you would like to change the Search Option, and click on <Edit> button.
  4. Open the [KT Document Visibility] tab under the [Knowledge Management] tab.
  5. The custom status should be in the list under 'Knowledge Document Visibility'.  Put a tick in the 'Allowed' checkbox for the particular custom status.


For example:

1. Create a status named "testStatus1".


2. For the ServiceDesk user, modify the "Administrator" role of the ServiceDesk user:


3.  A checkbox for the custom status appears under "Search for documents in these statuses:"

Additional Information

https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/ca-service-management/17-2/using/knowledge-management/working-with-knowledge-documents.html

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