Managing Knowledge › How to Use Documents in the Knowledge Base › Knowledge Submission from CA SDM

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Knowledge Submission from CA SDM

If you acquire knowledge that you think should be added to the knowledge base, you can submit it for consideration. In addition to submitting knowledge from the self-service interface, you can submit it from CA SDM. An analyst can submit a new resolution from an existing ticket, which provides a link between a problem and its resolution. In addition, it can help other users with similar problems find a resolution. In an organization that can have hundreds of open tickets simultaneously, this can save valuable time.

All knowledge documents must be assigned to a knowledge category. If the Incident/Request Area in CA SDM matches the knowledge categories in Knowledge Management, the category is automatically selected for the knowledge submission.