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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- Service Desk workflows and user tasks
- Access Interaction Management reports
- Request a Service Catalog item or bundle
- Create a self-service request
- Close a self-service request
- Resubmit a self-service request
- Update a self-service request
- View a self-service request
- Create a new Service Desk interaction
- Update an interaction record
- Cancel a new Service Desk interaction
- Close a first-time resolved Service Desk interaction
- Close an existing Service Desk interaction
- Using mass update with Service Desk interaction record lists
- Set a reminder for an interaction record
- Check request fulfillment status by Service Manager Service Portal order or request number
- Service Catalog support
- Callback mechanism
- Example: Service Desk Workflow
Create a new Service Desk interaction
User role: Service Desk Agent
You can create a Service Desk interaction to collect information about a service or support request from a user such as a complaint, an incident, a request for change, a service catalog request, and so on. Categorize the service request, and then solve or escalate the request.
To register a new Service Desk interaction:
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Click Service Desk > Create New Interaction.
Service Manager prompts you to choose a category, after which the new interaction form is displayed. However, if a default category is defined in Service Desk > Administration > Settings, you are not prompted to choose a category, and the the new interaction form is displayed with the category field pre-populated.
Tip To change the category of an interaction, select More > Change Category.
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Specify the Contact for the interaction.
Note If you use the Fill function to replace the information in a field that already has data, clear the field before you click Fill. If the field contains data, the Fill function cannot operate.
- In the Service Recipient field, select the service recipient.
- In the Notify By field, select the user's preferred notification method.
- In the Affected Service field, select the affected service. (Optional in Logging phase)
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In the Affected CI field, select the affected CI. (Optional in Logging phase)
Note The Default Impact and Priority values of the affected CI are automatically populated (if those values are populated in the CI record) to the Impact and Urgency fields of the interaction record. You can manually change these auto-populated values if needed.
- Select Subcategory and Area. (Optional in Logging phase)
- Type a title and description for the interaction.
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Determine if there is a known solution or workaround for the user's issue:
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Search available knowledgebases.
Note When you use the Search Knowledge option from the More menu in the Interaction form, Service Manager uses the interaction description text as the search query.
- If you find an existing solution or workaround in the knowledgebases, use the solution and then close the interaction.
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If you are still unable to solve the issue, select the Impact and Urgency of the request, and then click Escalate.
Service Manager creates both an interaction and an incident (or a problem, an RFC, and so on) and associates the interaction to the new record.
When an interaction is escalated to other ITIL processes (such as Incident, Problem, RFC, and so on), the status of interaction will be changed to "Dispatched" automatically. Additionally, the Process Targets that are created to measure the process time from an interaction's Open status to Dispatched status will stop measuring when the interaction is escalated and has a Dispatched status.
