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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Configure end user profile
All end users must also be users of Service Manager. The end users’ profile are defined in various fields in the contacts table in Service Manager, including company (if multi-tenancy is enabled), department, location and language preference, and on service if the service field is mandatory. The Service Manager system administrator must configure these profiles properly so that each end user chat request can be properly routed. Meanwhile, an end user must have New, Update and Close rights on Service Desk security area for End User Chat.
Note For virtual agent and assignment group routing, the system uses following language settings instead of the the user's profile language:
- The language that a user selected when logging on to the ESS portal.
- The browser language preference when logging on to the Service Portal.
Follow these steps to configure the user profiles in the contacts table:
- Log on to Service Manager as a system administrator.
- Type db in the Service Manager command line field, and then press Enter.
- Type contacts in the Table field, and then click Search.
- Click contacts in the Format Name list.
- Type the end users’ name in the Contact Name field, and then click Search. For example, CAFFREY, AARON.
- Update the users’ profile as necessary.
- Click Save and OK.
