xFlow how to link knowledge as solution or log solution activity

Products

• CA Service Desk Manager

Issue/Introduction

How can a solution be linked to a Service Desk ticket in the xFlow interface?

Environment

Release : 17.3.X

Component : XFLOW INTERFACE FOR SDM

Resolution

KBs appear in Suggested Solutions when the implicit search is performed based on the text of the Ticket description. If a suggested solution is appropriate, you can click it and choose to set as the solution for the ticket. There is no separate "search" for the ticket itself, only the global search.

This is the only way to add Solutions in the xFlow interface presently - the search is automatically performed from the information in title and description of the ticket, then appears on the right hand side. If a KB is relevant but isn't appearing there, then you may need to update the description to more accurately reflect the problem.