Administering Knowledge Management › CA SDM Integration Options › Define Request/Incident/Problem Search Configuration

Define Request/Incident/Problem Search Configuration

You can define the fields within a request, incident, or problem to search in when you click the Search Knowledge button on a ticket. The fields you select are copied to the corresponding fields in the Search Filter on the Knowledge tab of the ticket detail page. The population of the Search Filter fields from the ticket occurs when the Knowledge tab is selected or the Reset Filter button (on the Knowledge tab) is clicked.

To define the fields in a request, incident, or problem to use for Knowledge Base searches

1. From the Administration tab, select Knowledge, CA SDM Integration, Request/Incident/Problem Search Configuration.

   The CA SDM Integration page displays.

2. Select the fields you want to be available for Knowledge Base searches.
   • Summary
   • Description
   • Configuration Item
   • Severity
   • Impact
   • Urgency
   • Priority
   • Request Area
   • Root Cause

   Note: You cannot select both the Summary and Description fields.

3. Select the "Automatically run search when the Knowledge tab of a request is selected" option if you want to search the knowledge base automatically when the Knowledge tab on the detail page is selected.
4. Click Save.

   The fields in a request, incident, or problem to use for Knowledge Base searches search is configured.