Administering Knowledge Management › CA Service Desk Manager Integration Options › Define Request/Incident/Problem Areas

Define Request/Incident/Problem Areas

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

1. On the Administration tab, browse to Knowledge, CA Service Desk Manager Integration, Suggest Knowledge, Request/Incident/Problem Areas.

   The Suggest Knowledge for Request/Incident/Problem Areas page appears.

2. Select the Do not suggest knowledge option to mark the Suggest Knowledge feature as active.

   Default: Inactive

   If you mark this feature as active, some additional options appear:

   • By default knowledge will be:
   • Suggested

     Specifies this option if you want knowledge suggested for all request/incident/problem areas except those defined in the Request Area list.

   • Not Suggested

     Specifies this option if you do not want knowledge suggested for all request/incident/problem areas except those defined in the request area list.

   • For all Request/Incident/Problem Areas except the following:

     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.

3. Click one of the following buttons:
   • Add

     Adds the selected request area to the list.

   • Remove

     Removes the selected request area from the list.

   • Remove All

     Removes all request areas from the list.

   • Save

     Saves the request area information to the knowledge base.

   The suggest knowledge request/incident/problem areas are defined.