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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How to set up assignment strategy
Assignment strategy allows you to determine how tickets assigned to a group - which are not directly assigned to a person - are distributed. Assignment strategy is set at the group level.
To set up assignment strategy:
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From the main menu, select Administration > Master Data > People > Groups.
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Select the group, and click Details.
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In the General section of the General tab, click Assignment strategy, and select one of the following:
Value Description None The out-of-the-box default. No assignment strategy is set. Universal The ticket or notification goes to all members of the group.
Cascading -
On reaching Time in Group (OLA) of 0% (when the ticket is created), the ticket goes to the primary on-call group member.
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On reaching Time in Group (OLA) of 15%, and there is still no assigned person, the notification goes to the first backup on-call group member.
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On reaching Time in Group (OLA) of 35%, and there is still no assigned person, the notification goes to the second backup on-call group member.
For more information about Time in Group, see SLT settings.
Directed If you select this option, an additional field is displayed: Dispatcher. Select the person from the drop-down. The Dispatcher must be a member of the group. If Dispatcher is left blank, notifications are not sent.
The ticket or notification goes to the dispatcher. The dispatcher is responsible for onward distribution of tickets and notifications.
Automatic The ticket is automatically assigned to the primary on-call group member.
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Click Save.
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