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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What is a category?
Service Manager uses the category to which a record is assigned to determine what work needs to be performed in order to close an interaction. For example, a service interruption logged in the incident category could have a different workflow than a service catalog request category interaction. The steps to manage and resolve the incident category interaction may differ from the steps for a service catalog request category interaction.
The category of the interaction determines which Process Designer workflow the interaction uses, and the workflow determines which forms and required fields are displayed. In addition, the category of the interaction determines which Service Manager process is invoked when you escalate an interaction. Categories of the complaint or compliment type are handled entirely as other types of interactions; however, you cannot escalate these interactions.
Note Your organization may have customized many workflows to handle the interaction, and may also have applied different service agreements to those workflows.
Related topics
What is a Service Desk interaction?
Service Desk interaction list
Out-of-box Service Desk categories
Notify By field
Required actions
