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.

Article Id: 49696

Status: Published

Updated On: 14-02-2018 08:04

Legacy Id: TEC568970

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