CA Service Management

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  • 1.  Knowlege article linking issue

    Posted Sep 25, 2017 05:08 AM

    Once we link knowledge article to incident the incident priority is automatically changing to 3-Medium

    By overwriting older priority but we don't want to overwrite priority after linking knowledge article

    please provide solution to overcome this problem

  • 2.  Re: Knowlege article linking issue
    Best Answer

    Posted Sep 25, 2017 07:56 AM

    Manjunatha - I dont believe the linking of a KD would trigger that unless you had some type of customization in place to do this every time a KD is linked, OR its not the KD link doing it but something else like a status update to the ticket which has a custom action macro to do so.  


  • 3.  Re: Knowlege article linking issue

    Posted Oct 03, 2017 05:32 AM

    Jon Israel-After linking knowledge article Field update activity is happening and this is changing impact and urgency to medium so priority also getting changing I don't why field update activity is triggering after KD linking to ticket.