Administering Knowledge Management › CA Service Desk Manager Integration Options

CA Service Desk Manager Integration Options

The following configuration options are available for CA Service Desk Manager integration:

• Field Mapping

  Specifies which CA Service Desk Manager 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.