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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.

ClosedWords and Phrases
Search for Example Results
A single word cat Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".

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.

ClosedUsing Boolean Operators
Search for Operator Example

Two or more words in the same topic

AND and

+ (plus symbol)

& (ampersand)

cat AND dog

"cat food"+milk

"cat food"&"dog food"

Either word in a topic

OR or

| (pipe)

cat OR dog

cat | dog

Topics that do not contain a specific word or phrase

NOT not

! (exclamation point)

NOT cat

! dog

Topics that contain one string and do not contain another ^ (caret) cat ^ mouse
A combination of search types ( ) parentheses

cat + (dog | mouse)

cat | dog + (! mouse)

Service Management2017.11
  • Service Desk workflows and user tasks
    • Access Interaction Management reports
    • Request a Service Catalog item or bundle
    • Create a self-service request
    • Close a self-service request
    • Resubmit a self-service request
    • Update a self-service request
    • View a self-service request
    • Create a new Service Desk interaction
    • Update an interaction record
    • Cancel a new Service Desk interaction
    • Close a first-time resolved Service Desk interaction
    • Close an existing Service Desk interaction
    • Using mass update with Service Desk interaction record lists
    • Set a reminder for an interaction record
    • Check request fulfillment status by Service Portal order or request number
    • Service Catalog support
    • Callback mechanism
    • Example: Service Desk Workflow
Use > Service Desk > Service Desk workflows and user tasks > Cancel a new Service Desk interaction

Cancel a new Service Desk interaction

Applies to User Roles:

Service Desk Agent

You can cancel a new Service Desk interaction without saving it. For example, if the user no longer experiences the problem, you can cancel the interaction.

To cancel a new Service Desk interaction, follow these steps:

  1. Use search or advanced search to find one or more records.
  2. While in the New Interaction form, click Cancel.
  3. Click Yes to cancel the interaction without saving the changes.
ClosedClick here to show or hide links to related topics.

Related concepts

Service Desk overview

Example: Search for a record

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