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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.

ClosedWords and Phrases
Search for Example Results
A single word cat Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".

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.

ClosedUsing Boolean Operators
Search for Operator Example

Two or more words in the same topic

AND and

+ (plus symbol)

& (ampersand)

cat AND dog

"cat food"+milk

"cat food"&"dog food"

Either word in a topic

OR or

| (pipe)

cat OR dog

cat | dog

Topics that do not contain a specific word or phrase

NOT not

! (exclamation point)

NOT cat

! dog

Topics that contain one string and do not contain another ^ (caret) cat ^ mouse
A combination of search types ( ) parentheses

cat + (dog | mouse)

cat | dog + (! mouse)

Service Manager9.41
  • Service Desk user tasks
    • Self-Service user interactions
    • User interaction handling
      • Register a complaint
      • Register a request for change
      • Register a service catalog request
      • Register an incident
      • Register a request for information
      • Update an interaction record
      • Cancel a new Service Desk interaction
      • Reopen an incident
    • Interaction matching and escalation
    • Interaction closure
Use > Service Desk > Service Desk user tasks > User interaction handling (SO0.2)

User interaction handling (SO0.2)

The Service Desk is responsible for handling all user interactions that are received by the self-service web portal, email or phone. The Service Desk attempts to resolve an interaction on first contact when the user makes first contact with the Service Desk.

ClosedClick here to show or hide links to related topics.

Related concepts

Service Desk overview
User Interaction Management
Service Desk workflows and user tasks

Related tasks

Register a complaint
Register a request for change
Register a service catalog request
Register an incident
Register a request for information
Update an interaction record
Cancel a new Service Desk interaction
Reopen an incident

Related references

Processes and Best Practices Guide

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