Administering Knowledge Management › Knowledge Document Control › How to Set Up the KT Search Engine › How to Set Up Knowledge Management with Ticket Categories
How to Set Up Knowledge Management with Ticket Categories
The following configuration options are available for CA SDM integration:
- Field Mapping
-
Specifies which CA SDM fields to populate with Knowledge Management information, and whether to overwrite existing information.
- Issue Search Configuration
-
Selects the fields to search when you click the Search Knowledge button on a ticket.
- Request Issue Search Configuration
-
Selects the fields to search when you click the Search button on a ticket.
- Request/Incident/Problem Search Configuration
-
Selects the fields to search when you click the Search button on a ticket.
- Suggest Knowledge
-
Selects the fields to search when you click the View Knowledge before Save button on a ticket.
More information:
Define Field Mapping
Define Issue Search Configuration
Define Request/Incident/Problem Search Configuration
Knowledge Suggestions
Define Issue Categories
Define Request/Incident/Problem Areas
Configure Self-Service Policies
Copyright © 2013 CA.
All rights reserved.
|
|