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
|
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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
Two or more words in the same topic |
|
|
| Either word in a topic |
|
|
| Topics that do not contain a specific word or phrase |
|
|
| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
How to set up direct access to Service Management
Use the following settings to specify the type of information for which you want to enable direct access to the Service Portal:
Note To work in the Service Portal Settings module, you must have the Service Portal Administrator role.
- From the main menu, select Administration > Configuration > Service Portal Settings > Feature Settings.
- In the Virtual agent and email integration section, set the following options as needed:
Suggested links in email and virtual agent support
On the Service Portal, the ability to display links to the following, in specially prepared email messages and virtual agent support, is enabled by default. In this section, you can disable each type by selecting Off.
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Articles
- Q&A
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News
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Offerings
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Public requests
Enable request creation and actions from email
On the Service Portal, the ability for users to create requests, add comments, and accept solutions directly from emails, without logging into the Service Portal, is disabled by default. In this section, you can enable the function by selecting On.
Note If this flag is not enabled, none of the other options relating to request creation and actions are enabled, even if those flags are set to On.
Specify email validity time frame
You can specify the time frame for which emails that are sent from the Service Portal are valid. A user can perform the action specified in the email (such as accept a request or select an offering from the provided suggestions) only during the specified time frame. The default value is 3 days. In this section, you can change the selection to be from 1 to 5 days.
Enable approval through email
On the Service Portal, the ability to approve by email each of the following, is disabled by default.
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Release approval
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Article approval
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Change approval
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Request approval
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Proposal approval
In the Enable approval through email section, you can enable each type by selecting On.
Related topics
