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 |
|---|---|---|
|
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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- Service Desk (Streamlined Interaction)
Service Desk overview
Service Manager Service Desk enables you to restore normal service to your users as quickly as possible by resolving user requests on first contact or by immediately escalating them for proper handling. Service Desk helps you manage all user interactions, whether reported by using a Self-Service website or directly to your service desk. Service Desk enables you to achieve the following results:
- Control the relationship between Service Desk and other Service Manager applications
- Require Service Desk interactions to follow a set process
- Log and prioritize all calls to the service desk
- Categorize types of interactions and keep track of their resolution
- Provide first-line investigation and problem diagnosis, and quickly escalate user requests that cannot be resolved within agreed-on time limits to fulfillment processes
- Request a service, provide information, or track previous requests without the assistance of a Service Desk Agent
- Communicate with customers and users to keep them informed of progress, impending changes, agreed-on outages, and other notifications.
