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.
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.
Topics that do not contain a specific word or phrase
NOTnot
! (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 Manager9.51
Call
A call is a telephone call to the Service Desk from a User. As a result of a call, an interaction is opened by the Service Desk and
tracked through resolution.
Words and Phrases
