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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Conversation roles
Service Manager Collaboration defines the following conversation roles.
- Participants:
A participant is defined as a user who has posted at least one message to a conversation, or a user who has been added to a conversation.
Any participant can add other IT Collaboration users to a conversation, as well as remove themselves and other participants. A maximum of 200 participants can participate in a conversation.
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IT Collaboration users:
All valid Service Manager IT operators are defined as IT Collaboration users. When IT operators do not log on to Service Manager but are available on the Microsoft Skype for Business client, they can be invited to an IT Collaboration conversation by using Skype after the Skype integration is set up.
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Skype users:
The IT Collaboration users who do not log on to Service Manager but are available on Microsoft Skype for Business 2016.
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End users:
The Employee Self-Service (ESS) users and the Service Portal users who access Service Manager web client by using a web browser. The end users can collaborate with Service Manager Service Desk agents in End User Chat. They can also be invited to an IT Collaboration conversation by using Skype after the Skype integration is set up.
