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.
Search for | Example | Results |
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A single word | cat
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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. |
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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Add a required action
Applies to User Roles:
Service Desk Agent
A required action is an action that a service recipient or your service organization requires you to perform before an interaction can be closed. For example, the service recipient may want to be contacted by a certain date. When you make this a required action, nobody can close this interaction until someone contacts the service recipient.
By default, Service Manager defines one required action: When the Notify By field for an interaction is set to "telephone" the Service desk Agent must complete and close the required action before the interaction can be closed.
When you add a required action to an interaction record, the system updates the status of the record to Open-Callback, which means that the specified required action must be completed before the interaction and any associated incidents can be closed. The Service Desk Agent specifies what the required action is when they add the required action information to the interaction record. Required Actions lists a description of the action required for the interaction and a link to any associated incidents.
To add a required action, follow these steps:
- Click Service Desk > Search Interactions.
- Use search or advanced search to find one or more records.
- Double-click the record to open it.
- Click More or the More Actions icon, and then select Add Required Action.
- Type the action details and a reason for the required action.
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Select the incident number to associate with this interaction.
Note You can click Fill to display a list of incidents.
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Click OK.
Note You cannot close the interaction until someone performs the required action.
We welcome your comments!
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