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 |
|---|---|---|
|
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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Interaction status
If a Service Desk interaction is linked to a fulfillment record such as an incident, the system automatically updates the interaction status based on the status of its fulfillment record:
- Once the fulfillment record is created and linked to the interaction, the interaction status moves to “Dispatched” automatically.
- Once the fulfillment record is in the “Pending Customer” status, the interaction status moves to “Pending Customer” automatically.
- Once the fulfillment record is abandoned or closed, the interaction status moves to “Closed” automatically.
- If the fulfillment record is an incident, when the incident moves to the "Resolved" status, the interaction status also moves to “Resolved” automatically. The interaction solution is also updated automatically according to the solution that was updated in the incident record.
If you want to configure the out-of-status mapping rules, see Configure status mapping between streamlined interactions and fulfillment records.
Related topics
Associating a Service Desk interaction with another application record
Working with Service Desk interaction records
