When an user running under the Employee role clicks on Submit Knowledge and then attempts to select a sub-category from the Category lookup, the sub-category cannot be found.

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• KNOWLEDGE TOOLS
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Description:

Knowledge document sub-categories are not available to the Employee. This is by-design. The only knowledge categories listed are direct children of the TOP category. A suggested customized solution is provided in the Solution section below.

Solution:

The solution below can be tried if you want to enable an Employee contact to select a sub-category. Please note that this suggestion is unsupported by CA Support.

Customize detail_KD.htmpl for the employee interface and change:

"extraURL="KEEP.cst=1+ADDITIONAL_WHERE=PARENT_ID=1" "

to:

"extraURL="KEEP.cst=1+ADDITIONAL_WHERE=PARENT_ID>0" "

Environment

Release:
Component: ARGIS