How to view Knowledge Document Comments

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Introduction

When CA Service Desk Manager (CA SDM) Knowledge Documents are rejected, approved, reworked or published, the KT analyst can add some comments.  Currently those comments cannot be included in email notifications sent from CA SDM.

Question

How to view Knowledge Document comments that are added as part of the Knowledge Document lifecycle (publish, reject, approve, rework)?

Environment

CA Service Desk Manager 14.1 and 12.x

Windows, AIX and Linux

Answer

When a CA SDM knowledge Document is rejected, approved, reworked or published with a comment, CA SDM takes the comment and combines it with a hard coded description and saves the result in the MDB O_EVENTS table.

For example,when a document is rejected with a comment stating "lacks technical details", a record with "Document rejected; lacks technical details" is written to the MDB O_EVENTS table.

To view the comment, the KT analyst would need to go to the Knowledge Document viewing page and then click on 3. History & Versions->1. History.  An entry similar to this can be seen:

Document rejected

.     Administrator

01/14/2016 12:23

1

Document rejected. lacks technical details

 

 

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component: