This documentation supports the 9.1 version of Service Desk.

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

Searching knowledge base entries

If you have access to Remedy Knowledge Management, you can use information in the knowledge base to help perform tasks such as the root cause analysis.

Knowledge can be captured and structured for reuse in a knowledge base. Remedy Knowledge Management provides a single, centralized, self-service knowledge base for creating, organizing, categorizing, using, updating, and managing structured, consolidated knowledge. For more information about knowledge bases, see A word about knowledge in the Remedy Knowledge Management online documentation.

To search the knowledge base

  1. With the problem investigation or known error record open, from the Navigation pane, choose Functions > Search Knowledge Base
  2. Complete the Knowledge Management search form that appears. For detailed information about how to search for knowledge, see Searching for knowledge articles in the Remedy Knowledge Management online documentation. 
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