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Requesting Answers for Service Request Inquiries (End User)

After reviewing the answers in Oracle Knowledge that might apply to the service request inquiry, and after searching for additional answers in Oracle Knowledge, you might not find an answer to the service request inquiry. If you cannot determine the answer to the service request inquiry yourself, then you can ask other users for help in finding an answer. In this situation, you can recommend that another user create an answer for the service request inquiry, and you can ask the users in a discussion forum for an answer to the service request inquiry.

When you recommend that another user create an answer, your recommendation appears in the Tasks list of the inbox in the Oracle Knowledge Information Manager. A question that you ask to a discussion forum appears in the Linked Answers pane of the Find Answers view. When you access the service request again, this question appears in the Linked Answers view for the service request.

This task is a step in Process of Managing Answers.

To request an answer for a service request inquiry

1. Navigate to the Service screen, then the Service Request List view.
2. Drill down on the SR number (#) field for a selected service request, and click the Find Answers view tab.

   The Search Results list shows the answers in Oracle Knowledge that might apply to the service request inquiry.

3. To recommend that another user create an answer for the service request inquiry, complete the following steps:
   1. Click Request Content.

      The Content Recommendation form appears.

   2. Complete the applicable fields in the form.
   3. Click Submit.

      The Find Answers view appears again.

4. To ask the users in a discussion forum for an answer to the service request inquiry, complete the following steps:
   1. Click Post New Topic.

      The Post New Topic form appears.

   2. Complete the applicable fields in the form.

      In the Topic Type field, select Question Topic.

   3. Click Post Topic.

      A link to the question appears in the Linked Answers pane. You can drill down on this link to access the discussion forum.