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 |
|---|---|---|
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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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Automatic request creation
Requests are created automatically in Service Management from the initial email that is sent. Two modes are available, determined by the New email action setting that was selected when the email integration endpoint was configured:
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Mode to send knowledge article and offering suggestions: Incoming emails are handled through a smart auto-reply function:
After sending an email to the account that was configured for the email integration endpoint using the On-Premise Bridge, a user receives a self-service email containing suggestions related to the request that was sent. The template of this self service email is configurable by a user who has the Service Portal Administrator role. The self service email can also contain links to suggested knowledge and news articles, questions, and offerings.
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Links to articles and questions direct the user to the Service Portal.
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If an offering has Allow request creation from email enabled, a link to that offering results in an email being created (for the email account specified in the endpoint configuration) that the user can send to open a request based on the offering. The email includes a questionnaire section to collect user data, containing specific questions that were defined for the offering record.
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If an offering does not have Allow request creation from email enabled, a link to that offering directs the user to the Service Portal, where the user may create a request based on that offering.
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Mode to create requests: A new request is opened directly after sending the email to the email account that is configured in the On-Premise Bridge.
If a default offering is configured on the tenant, this offering is assigned to the request; otherwise, the request is created without an offering.
Messages that are sent to the email server are limited to 2 MB each, including attachments.
Related topics
