Searching knowledge bases

You can search available knowledge bases that might contain information that is helpful in resolving a ticket. Typically, the knowledge bases are external Web sites that might contain information that you are looking for, such as IBM, Google, Bing, and Yahoo.

Perform these steps to search knowledge bases that are related to the current ticket:

1. In the Enter search terms (optional) field, type a search string that defines what you are looking for. You can use a variety of logical operators. See "Search string syntax" for more information.
2. Check one or more knowledge bases listed in the Available External Knowledge Bases table.
3. Click to run the search engine. For each of the knowledge bases that contain information that you are looking for, a new browser window opens to display links within that knowledge base where you can go for the information. If multiple knowledge bases match the search, the browser windows are stacked.