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
|
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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
Two or more words in the same topic |
|
|
| Either word in a topic |
|
|
| Topics that do not contain a specific word or phrase |
|
|
| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
Automatic updates of Service Desk records
When a Service Desk interaction record is related to a change, incident, problem or request record, the status of the interaction record and certain activities in the activity log may be updated by the related change, incident, problem or request record.
Activity logs are copied from the related record to an interaction only when the activity is customer visible. You can identify where an activity originated by the following designations in the activity log of the Service Desk interaction:
| Originating module: | Logged as |
|---|---|
|
Incident |
Incident change |
| Service Request | Request change |
| Change | RFC change |
| Problem | Problem change |
The following tables describe the when the status updates occur.
Note The arrow indicates the direction of the change in status. During the initial instantiation of the related record, the Service Desk interaction record triggers the corresponding related change, incident, problem or request record and that record is set to the corresponding initial status. Thereafter, the direction is reversed. When you modify the related record, the Service Desk interaction is modified. For example, when you set a related incident to "Resolved," the status of the interaction also changes to "Resolved."
|
Interaction |
Direction |
Incident |
|---|---|---|
|
Dispatched |
-> |
Categorize (Initial status) |
|
Callback or Closed |
<- |
Closed |
|
Resolved |
<- |
Resolved |
|
Interaction |
Direction |
Request |
|---|---|---|
|
Dispatched |
-> |
Open (Initial status) |
|
Callback or Closed |
<- |
Closed |
|
Resolved |
<- |
Fulfilled |
|
Interaction |
Direction |
Problem |
|---|---|---|
|
Dispatched |
-> |
Categorize (Initial status) |
|
Callback or Closed |
<- |
Closed |
|
Interaction |
Direction |
Change (phase based) |
|---|---|---|
|
Dispatched |
-> |
Registration and Categorization (initial phase) |
|
Resolved |
<- |
Post Implementation Review |
|
Callback or Closed |
<- |
Closure |
