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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- Service Desk overview
Working with Service Desk interaction records
The Service Desk functions that are available to you depending on your security role. You may be able to access all Service Desk functions, or you may be limited by the capability words that are assigned to you in your operator record.
Depending on your security role, the following Service Desk functions may be available to you.
Function | Desccription |
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Create New Interaction |
From a blank Service Desk interaction form, you can log information about a service request, check for related interaction records, and add service request information to other Service Manager records, such as incident records. From this form, you can:
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Interaction Queue | View the Service Desk interaction queue. You can also view other queues, such as the queues for incidents, problems, requests, changes, and any associated tasks lists. |
Search Interactions | Specify filtering information to locate a specific Service Desk interaction record or set of records. |
Search Knowledgebase | Access the Service Manager Knowledge Base search form. |
Related topics
Service Desk workflows and user tasks
What is a Service Desk interaction?
Associating a Service Desk interaction with another application record
Duplicate an existing interaction record
Add a required action
Set a reminder for an interaction record
View messages