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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
    • Service Desk user roles
    • Service Desk user tasks
    • Service Desk overview
      • User Interaction Management
      • What is a Service Desk interaction?
      • Working with Service Desk interaction records
      • Associating a service desk interaction with another application record
      • Priority, impact, and urgency
Use > Service Desk > Service Desk overview

Service Desk overview

HPE Service Manager Service Desk enables you to restore normal service to your users as quickly as possible by resolving user requests on first contact or by immediately escalating them for proper handling. Service Desk helps you manage all user interactions, whether reported by using a Self-Service website or directly to your service desk. Service Desk enables you to achieve the following results:

  • Control the relationship between Service Desk and other Service Manager applications
  • Require Service Desk interactions to follow a set process
  • Log and prioritize all calls to the service desk
  • Categorize types of interactions and keep track of their resolution
  • Provide first-line investigation and problem diagnosis, and quickly escalate incidents and service requests that cannot be resolved within agreed-on time limits
  • Request a service, provide information, or track previous requests without the assistance of a Service Desk Agent
  • Increase accessibility through a single point of contact and information
  • Communicate with customers and users to keep them informed of progress, impending changes, agreed-on outages, and other notifications.
ClosedClick here to show or hide links to related topics.

Related concepts

User Interaction Management

Related references

Processes and Best Practices Guide

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