This documentation supports the 18.05 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Using knowledge search to resolve incidents and problem investigations

If you have installed BMC Knowledge Management along with BMC Service Desk, you can use knowledge search to look for existing documented solutions to similar incidents, or for assistance with identifying the root cause during a problem investigation.

Perform the following steps to use knowledge search with BMC Service Desk.

To search for a knowledge article from a BMC Service Desk record

  1. Open the record that you are working on.
  2. Click Functions > Search Knowledge Base to launch the Search Knowledge dialog box.
  3. An advanced search is performed automatically, using values from the Categorization tab of the Incident, Problem, or Known Error record, and the search results are displayed.

    Note

    To modify the search criteria, click the Advanced Search link in the Search Knowledge dialog box and modify them as required. If you prefer to search by keyword only, clear the check boxes in the Product Categorization and Operational Categorization sections.

    For more information, see Performing advanced searches .

  4. Select a knowledge article in the list of search results to view it.
  5. (Optional) If you find the information in the knowledge article useful, click Use.

    Alternatively, you can click Relate to relate the knowledge article to the Incident. For more information see, Creating a relationship with a BMC Service Desk record.

    For Incident records, clicking Use populates the fields in the Categorization tab with the resolutions categories that are defined in the knowledge article. Additionally, a Resolved by relationship with the knowledge article is created. For more information, see Categorizing documented resolutions

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