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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On-Call Schedule Management
This feature enables you to manage work schedules for the groups and individuals who deal with tickets. On-Call Schedule Management can help you:
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Easily assign tickets to on-call agents
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Set different assignment strategies for groups
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Provide the help desk and management with easily accessible information about who is on call
Note
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You can only view this feature if it has been enabled, and you have the appropriate permission.
Shifts, working hours, and vacations
On-Call Schedule Management uses a structure of shifts, working hours, and vacations.
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An on-call shift is set for a group, and defines the times when one or more group members (up to three) are on call, and responsible for dealing with request and incident tickets and notifications. On-call members can be automatically rotated in recurring shifts.
For example, a group might have an on-call shift from Monday to Friday, 9.00 AM to 6.00 PM.
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Working hours is the time when an individual user is scheduled to work.
For example, one or more users might have working hours that are Monday to Friday, 6.00 AM to 3.00 PM, and one or more might have working hours that are Monday to Friday, 4.00 PM to 10.00 PM. In other words, working hours are set individually, and do not need to conform to the times of on-call shifts.
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Vacation is the time when an individual user is off work.
Related topics
