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
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Summary:

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

This document provides steps to disable the knowledge base search.

Environment:

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

Instructions:

  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:
    prompt_for_knowledge.png

  6. Recycle Service Desk Services/Daemons.