Within CA Service Desk Manager (CA SDM), how to create a Knowledge Category Name for an equivalent Request/Incident Area that has a naming format of XXXX.YYYY.ZZZZ

Document ID : KB000031026
Last Modified Date : 14/02/2018
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Question:

Within CA Service Desk Manager (CA SDM), how to create a Knowledge Category Name for an equivalent Request/Incident Area that has a naming format of XXXX.YYYY.ZZZZ

 

Answer:

Within CA SDM, when creating a Knowledge document from an Request/Incident that has a Request/Incident Area in the format of "XXXX.YYYY.ZZZZ", the Knowledge document gets created under the TOP Category. This is because there is no equivalent Knowledge Category called "XXXX.YYYY.ZZZZ" - need to create a similar Knowledge category that has a similar Request/Incident Area naming format.

But creating a Knowledge Category with the name format "XXXX.YYYY.ZZZZ" is not the correct approach since the "." indicates a sub-category.

The correct approach is:

  1. Create a Knowledge Category called "XXXX" by right-clicking on TOP Category and select New Category.
  2. Right-click on the newly created "XXXX' category and select New Category and create "YYYY" under "XXXX".
  3. Right-click on "YYYY" and create a new category called "ZZZZ'.   This will create the Knowledge category as "XXXX.YYYY.ZZZZ" and any knowledge documents created from the Request/Incident area will be correctly mapped to this Knowledge category.