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I see that the below doc page has the info you need and mentioned in your post.
One way to look at this is, as a shortcut to create an incident ticket. e.g. User has an issue, User searches knowledge articles but did not help, so want to create a ticket. Can do so using this link.
If you are looking for specific info on doc pages, leave a comment on the DOC page itself and BMC IDD team will review and make any alterations to DOC page as appropriate.
Also i think you visited the below old post also for the same. Hope you find that useful too.
Thanks Saroj. I find BMC's documentation on this very vague. The incident was not being created due to group assignment not being configured.
I saw this article this afternoon Reporting an issue from a Knowledge Base article