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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Smart Analytics Accessibility
Accessibility support is fully implemented in Service Manager Smart Analytics, including Smart Ticket, Hot Topic Analytics configuration and administration pages, and Smart Search configuration and administration pages.
Accessibility support for Smart Search and Context Aware Search are described as follows:
- Press the Tab key to switch between the active components.
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Use JAWS to read the aria label of each component.
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Press Alt + Ctrl + S to open the Smart Search windows.
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When the focus is in the Smart Search pop-up windows, you can use the following shortcuts for keyboard navigation:
- Press Alt + Ctrl + 1 to move the focus to the Smart Search editor.
- Press Alt + Ctrl + 2 to move the focus to the first library of library list.
- Press Alt + Ctrl + 3 to move the focus to the first search result record.
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When the Suggest Solution button is displayed on the detail view of Incident, Request, Change, Problem, and Interaction (based on Smart Search Precondition), you can use the following shortcuts for keyboard navigation:
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Press Alt + Ctrl + U to move the focus to the Suggest Solution button, and then press Enter to open the Context Aware Search panel.
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