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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- Service Desk workflows and user tasks
- Self-Service user interactions
- Create a streamlined interaction
- Change the category of a standalone interaction
- Cancel a new Service Desk interaction
- Close a first-time resolved Service Desk interaction
- Handle a complaint or compliment
- Access Service Desk views
- Check request fulfillment status by Service Manager Service Portal order or request number
- Service Catalog support
- Using mass update with Service Desk interaction record lists
- Access Service Desk reports
Access Service Desk views
Streamlined Service Desk views contained in the Favorites and Dashboards navigation pane enable you to easily and quickly access specific types of records.
To view the streamlined Service Desk views, click Favorites and Dashboards > Streamlined Service Desk. Service Manager provides the following default streamlined Service Desk views:
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Interactions with initial process target – Breached
- Interactions with initial process target – Breach within 1 hour
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Interactions with initial process target – Breach within 4 hours
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Open Complaints and Compliments Assigned to Me
Related topics
