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.
Search for | Example | Results |
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A single word | cat
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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. |
Search for | Operator | Example |
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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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How to configure Live Support with CTI
If Service Management is integrated with your CTI system, you can configure it so that when your agents receive a telephone call, Service Management automatically displays information about the caller and details about the caller's service and support requests in the Live Support page. You can also configure it to display a specific service or support request.
To integrate Service Management with your CTI system, you must ensure the CTI system provides the appropriate URL so that Service Management can display the appropriate information.
URL format
The format for the URL is:
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https://<Service Management server>/saw/cti?field1Name=<field 1 name>&field1Value=<field 1 value>
You can include up to three fields in the URL. For example, with two fields the URL format is:
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https://<Service Management server>/saw/cti?field1Name=<field 1 name>&field1Value=<field 1 value>&field2Name=<field 2 name>&field2Value=<field 2 value>
Field | Description |
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<field name> |
The name of the field. You may use any of the following:
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<field value> |
The value of the field in the record. |
Example URLs
The following examples assume the suite server is at https://sma.itSMAX.io.
To send a request ID with a value of 10234:
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https://sma.itSMAX.io/saw/cti?TENANTID=xxxxx&field1Name=request.Id&field1Value=10234
To send a user name of John Smith:
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https://sma.itSMAX.io/saw/cti?TENANTID=xxxxx&field1Name=user.FirstName&field1Value=John&field2Name=user.LastName&field2Value=Smith
To send details of a user whose mobile or office phone number is 729-3599999:
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https://sma.itSMAX.io/saw/cti?TENANTID=xxxxx&field1Name=user.phone&field1Value=792-3599999
Related topics