Create an IR Expert query

Applies to User Roles:

System Administrator

To create an IR Expert query:

  1. Click Tailoring > View Knowledge Base.
  2. Type specific data in the fields to gather the information you want. For example, specify similar solutions used in previous incident records of the same category, for the same configuration item or related piece of equipment, or new solution candidates.
  3. Click Search.
  4. After you submit the query, Service Manager generates a record list and displays the first record in the list. Each of the records in the record list represents a match in the IR Expert search.
  5. To view a record, double-click the record in the record list.

Related topics

IR Expert
IR Expert tasks

Access IR Expert
Copy information from a query to a source record
Mark an incident record as a solution candidate
Modify an IR Expert query
Promote or delete records in the protocore
Search the central Knowledge Base