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How to do unlink KD documents from tickets

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Article ID: 203146

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Updated On:

Products

CA Service Desk Manager SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service CA Service Desk Manager - Mobile Application CA Service Desk Manager - Xtraction

Issue/Introduction

When an end user picked some knowledge documents as solutions to a ticket and later found that some knowledge document are not really related, how the end user can unlink the document from the ticket?

Environment

Release : 17.3, 17.2, 17.1

Component : SERVICE DESK MANAGER

Resolution

The end users or knowledge managers can follow these steps

--from web interface, from the ticket detail page, click on Knowledge Management tab and then Solutions subtab

--for the knowledge document that needs to be unlinked, click the highlighted link under "Type" to bring up the knowledge document view

--below the Page Options section, you will see "Click here to unlink the solution from incident incident-number"...click the "here" link to unlink this document from this ticket

  Note: when you go back to the ticket detail page, you may still see the document under Solutions subtab and in that case, right click somewhere in Solutions subtab and hit refresh and the document will not present anymore