How to find CA Service Desk Manager (CA SDM) Knowledge Documents assigned to other users

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

Question

How to find CA Service Desk Manager (CA SDM) Knowledge Documents assigned to other users

Answer

1.  Login to CA Service Desk Manager (CA SDM) with an account that has Administrator access 

2.  Navigate to the Administration tab and click on Service Desk 

3.  Under Service Desk, select Application Data and then Stored Queries 

4.  Select SHOW FILTER on the top right. Under the "Type" drop down box, select 'Knowledge Document' and hit search 

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5.  Right-click on inbox and select copy. Change the label name to whatever you prefer. 

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6.  Change the Where Clause to the following:

 ACTIVE_STATE=1 and [email protected] 

 

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7.  Change CA SDM Role to Knowledge Analyst and follow these steps: 

 

a.  On the Service Desk tab, click File->Customize Scoreboard 

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b.  Under 'Add New Node', add a node label, click on 'Node's Stored Query' and search for the label you created while you were logged into CA SDM Administrator by selecting Knowledge Document from the "Type" drop down menu and clicking search. 

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c.  Select the Stored Query you created and then click 'Add New Node' and then click finish 

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 You will now be able to view CA SDM Knowledge Documents not assigned to you from the scoreboard created

Environment

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