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 |
|---|---|---|
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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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Interactions Resulting in Related Issues
Description
The Interactions Resulting in Related Issues report breaks down all closed interactions category 'incident' in a given time period by area (access, data, failure, hardware, performance, security) and then by sub-area (authorization error, login failure, data or file corrupted, system down, etc.). This report contains a graphical representation of the breakdown of all closed interactions using a bar graph. You can double-click any bar to display a detailed breakdown of that area by sub-area. This report organizes the information using groups and sub-groups to help users quickly view percentages and total counts by area and sub-area of the closed interactions.
Customer Value
This report enables the user to review Service Desk interactions which were not solved by the Service Desk and resulted in related Incidents for a given time period. This information can be used by service management process managers and the IT management team to identify areas in which the Service Desk does not have the knowledge to solve the issue. And the knowledge may be provided by the Service Desk.
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