You can define request, problem, and incident areas for which knowledge is suggested to customers and employees during ticket creation.
You can also mark the Suggest Knowledge feature as active or inactive. When you mark this feature as inactive, it is no longer available to customers and employees, but it remains available in the database for future use. If you decide to use this feature in the future, you can go back and mark it as active.
To define suggest knowledge request/incident/problem areas
The Suggest Knowledge for Request/Incident/Problem Areas page appears.
Default: Inactive
If you mark this feature as active, some additional options appear:
Specifies this option if you want knowledge suggested for all request/incident/problem areas except those defined in the Request Area list.
Specifies this option if you do not want knowledge suggested for all request/incident/problem areas except those defined in the request area list.
Displays the list of request areas where knowledge is either suggested or not suggested to employees and customers in the self-service interface. The self-service user is not allowed to edit the request areas, they are read-only.
Click Save.
The suggest knowledge request/incident/problem areas are defined.
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