Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Words and Phrases
| Search for | Example | Results |
|---|---|---|
| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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A phrase. You can specify that the search results contain a specific phrase. |
"cat food" (quotation marks) |
Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
Two or more words in the same topic |
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| Either word in a topic |
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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| A combination of search types | ( ) parentheses |
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System bulletins
You can post system information and status messages to your Service Desk operators using system bulletins. System bulletins are a good way to make service desk operators aware of global service conditions such as a network outage or a pending change request. Service Desk operators can access system bulletins from their main menu using the Bulletin display option.
Create a system bulletin
Applies to User roles: System Administrator
To create a system bulletin, follow these steps:
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Click System Administration > Base System Configuration > Miscellaneous > System Bulletin.
The System Bulletin form opens.
- In the Date field, type or select the date you want listed on the system bulletin.
- Select Activate Hot Tics? if you want the system bulletin to display a list of the day's hot records.
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Select Default? if you want to display the system bulletin to all users.
Note Users can only see one bulletin at a time. The bulletin that has a date set to the current date with the time of 00:00:00 is what users see. If none exists, then the first selected Default record is displayed. If the date on the bulletin is set to the current date with a specified time, then it is not used at all. The Default option is supported for each day, as only one bulletin can be displayed at a time.
- In the text field provided, type the text of the bulletin you want to create.
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Click Add to create the bulletin.
Service Manager creates the Daily Bulletin record.
Create a hot news Knowledge Base entry
Applies to User Roles:
System Administrator
You can create a hot news Knowledge Base entry to alert your service desk staff of global system conditions such as server outages or hardware failures.
To create a hot news Knowledge Base entry, follow these steps:
- Click Tailoring > Knowledge Engineering > Edit Knowledge Records. The knowledge record form (core.g) opens.
- Select the Hot News option. Service Manager displays the Valid From and Valid To fields.
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In the Valid From field, type or select the date you want the hot news Knowledge Base entry to first appear.
The default date is today's date.
- In the Valid To field, type or select the date, if any, that you want the hot news Knowledge Base entry to expire.
- Type the rest of your knowledge article.
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Click Add.
Service Manager displays the message: Global Knowledge record added.
Hide a system bulletin
Applies to User Roles:
System Administrator
You can hide any system bulletin that you do not want users to see from the bulletin.g form. Hidden system bulletins are saved for later use.
To hide a system bulletin, follow these steps:
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Click System Administration > Base System Configuration > Miscellaneous > System Bulletin.
The System Bulletin form opens.
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Click Search.
Service Manager displays a list of system bulletins.
- Select the bulletin you want to hide.
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Clear the Default? option.
Note Users can only see one bulletin at a time. The bulletin that has a date set to the current date with the time of 00:00:00 is what users see. If none exists, then the first selected Default record is displayed. If the date on the bulletin is set to the current date with a specified time, then it is not used at all. The Default option is supported for each day, as only one bulletin can be displayed at a time.
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Click Save.
Service Manager displays the message: Daily Bulletin record updated.
Update a system bulletin
Applies to User Roles:
System Administrator
You can update system bulletins from the bulletin.g form, however users can only see one system bulletin at a time from the system.bulletin.g form. You can hide system bulletins to save them for later use.
To update a system bulletin, follow these steps:
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Click System Administration > Base System Configuration > Miscellaneous > System Bulletin.
The System Bulletin form opens.
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Click Search.
Service Manager displays a list of system bulletins.
- Select the bulletin you want to update.
- Type the new system bulletin text.
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Click Save.
Service Manager updates the Daily Bulletin record.
