Is there a way to disable the Knowledge Search Base prompt every time a user creates a request?

Document ID : KB000024858
Last Modified Date : 14/02/2018
Show Technical Document Details


Service Desk prompts users to use the knowledge base before creating a request. 

This document provides steps to disable the knowledge base search.


These instructions apply to all versions of CA Service Desk Manager and ITSM.


  1. Login to ServiceDesk web interface as Administrator

  2. Go to Administration->Options Manager->Web

  3. Edit the option prompt_for_knowledge (see Figure 1).

  4. Click on Deinstall.

  5. Click on Save

    Figure 1:

  6. Recycle Service Desk Services/Daemons.