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 support agent anonymity
You can configure Service Management for support agent anonymity. When this feature is enabled, the anonymous agent appears as Support Agent in all chats and comments on the Service Portal, as well as on notification emails.
To set up support agent anonymity:
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Enable agent anonymity in the Service Portal feature settings. For more information, see Enable agent anonymity.
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In notification templates, references to agent information must be modified to display the anonymous support agent.
Note If you customized any of the following out-of-the-box notification templates to include agent information, you must modify these references:
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Template Definition for create request
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Template Definition for deny request
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Notification template for abandoned chat
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Template Definition for approve request
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Template Definition for sending solution and completion code
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Template Definition for open request with anonymous agent details
To modify the reference to the agent, do the following:
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Replace the reference to ${:entity.AssignedToPerson.FirstName} with ${agent.FirstName:entity.AssignedToPerson.FirstName}
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Replace the reference to ${:entity.AssignedToPerson.LastName} with ${agent.LastName:entity.AssignedToPerson.LastName}.
- In the From email and From name fields, delete any references to the sender's email address and name. When From email is empty, Service Management sends the notification from the anonymous email, sma_noreply@microfocus.com.
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Related topics