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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Notification settings
Service Management administrators have the ability to define which notifications are sent for specific events. Service Management agents can then customize when they want to receive these notifications, by specifying work status and/or ticket priority. The list of events can be customized in the Lists module. For more information, see Edit a list.
Note
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Use of a public distribution list for a group notification overrides notification preferences.
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To enable this functionality, make sure the Enable user notification preferences setting is set to On in the Application settings page. For details, see Application settings.
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If you have customized the SAWPriority list, users that have changed their notification preferences may not receive email notifications. To fix this, users should go to Profile & Preferences > Notification Settings and set their preferences again as desired.
To specify notification settings:
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From the Main menu:
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Click your user name in the upper right corner of the screen.
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Click Notification Settings.
You can specify the following:
Notify me during Default values are:
- Working hours
- On call
- Off work
- Vacations
Note In order to view the default work status values, you must have the On-Call Schedule feature enabled. For more information, see On-Call Schedule Management.
Notify me about Any of the defined list of events
Note You are only able to view events for records for which you have View permission.
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When selected, notifications of any displayed priority are sent to a user for the specified event.
To specify that notifications will be sent only for records of a certain priority, click Advanced and select each priority that you want to delete from the list. To add a deleted priority back to the list, click next to the existing items and select the new priority from the list.
- When deselected, notifications are never sent.
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- When you are finished, click Save.
Related topics
