CA Service Management

Hello everyone,

I'm working with CA SDM version 12.9, and we're customizing the end user section "Employee" and we need to remove the popup of knowledge base.

The process is to log in as an employee
Then click on the option to create a new incident and before sending us to the ticket screen, it shows the following screen "serch knowledge base".

Is this screen we need to remove, please help me by telling me, in which part of the options manager is removed.

We need that when we click on the option of new incident, send us to the screen of the ticket and does not show such screen of knowledge base.

I will greatly appreciate your help.

Regards,

Marco Velazquez.

Hello,

You can disable this feature in the option manager section of the administration tab under the web node:

 Set the prompt for knowledge option to no.

Hope this help.

/J

Jerome is absolutely correct, just make sure to restart services after adjusting the options manager setting, as the change will not take effect until you do.