Wally Coates

Recent Posts

Add Custom Fields to Knowledge Search in HP Service Manager 9.31

Posted by Wally Coates   I  September 9, 13

Let’s say that you would like to add a few custom fields to your knowledge documents within HP Service Manager's Knowledge Management (KM) Module, and then limit KM searches based on the data in those new fields.  How do you do accomplish that?  Let’s take a look.


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HP Service Manager: Update an Interaction when Incident is Assigned

Posted by Wally Coates   I  May 6, 13

Recently, I was working with a client who wanted to update an HP Service Manager interaction, (ESS ticket), when the ticket was escalated to an incident, and an assignment had been made, with the name of the assignment group, and the assignee (if selected).

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