Attach SDM Knowledge Base documents to SDM tickets
Article ID: 95571
Updated On:
Products
CA Service Desk Manager
CA Service Management - Service Desk Manager
Issue/Introduction
The below steps can be followed to attach an SDM Knowledge Base document to a request, incident, or problem.
Environment
Release: All releases
Component: CA Service Desk Manager
Resolution
1) Open an existing SDM ticket or create a new ticket
2) Click on "Knowledge Management" tab -> then "Knowledge" sub tab
3) Search for any knowledge doc and then open it up
4) Click on "Accept as solution" on the "Page options" pane at the top right of the article
5) Now if you switch to the solutions tab you will see the attached knowledge doc along with the date it was attached, type, and summary with a direct link to the document.
*** Another way to link the doc is to right click on the title of the knowledge doc after doing the search and click on "Accept as Solution".
2) Click on "Knowledge Management" tab -> then "Knowledge" sub tab
3) Search for any knowledge doc and then open it up
4) Click on "Accept as solution" on the "Page options" pane at the top right of the article
5) Now if you switch to the solutions tab you will see the attached knowledge doc along with the date it was attached, type, and summary with a direct link to the document.
*** Another way to link the doc is to right click on the title of the knowledge doc after doing the search and click on "Accept as Solution".
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