The procedure differs depending on whether or not you own the SO. Here’s both scenarios:
If you own the SOX
Simply open it in Clarify and edit it. If the changes require more time than say 5 minutes or so, let me know and I’ll provide you with a case where you can log your labor.
If someone else owns the SOX
1. Ping the author – the alias that appears where the ***Resolution*** field begins and ask that person if they will update the SOX per your recommendations.
2. If you don’t get anywhere with #1, then send email to the msgKE alias and one of the Knowledge Engineers will assist.
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