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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Update multiple interaction records
Applies to User Roles:
Service Desk Manager
You can use the mass update feature to update one or more values in multiple interaction records. Remember that the value you enter for a particular field becomes the value for all of the records you selected when you perform a mass update.
To update multiple records, follow these steps:
- Locate the records by using one of the following methods:
- Go to the Interaction Queue to display a list of records.
- Use search or advanced search to find one or more records.
- Click More or the More Actions icon, and then select Mass Update.
- Double-click the field that you want to update.
- Type the value for the field or use the Find feature to display a list of potential values for the field.
- Click Next, and then repeat steps 3 and 4 for additional fields as needed.
- Update the Activity Action field for the updates you made in the Mass Update template, and then click Execute.
To use complex update to update multiple records:
- Locate the records by using one of the following methods:
- Go to the Interaction Queue to display a list of records.
- Use search or advanced search to find one or more records.
- Select the records that you want to update.
- Click Mass Update, and then click Complex Update.
- Type the instructions (in RAD syntax) to be executed one time at the beginning of the mass add or mass update operation.
- Type the instructions (in RAD syntax) for action on each record.
- Click Execute.
We welcome your comments!
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