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
Change the category of a standalone interaction
Applies to User Roles:
Service Desk Agent
If an interaction is a standalone interaction without any related fulfillment records, you can change the category of the interaction, and then trigger the corresponding fulfillment process. For example, you may need to trigger a different fulfillment process to resume your work on a user request.
Note The Change Category option is only available for the standalone interaction without any related fulfillment records. If the interaction is already in the Dispatched status and linked to a fulfillment record, you cannot change the category of the interaction.
To change the category of an open interaction, follow these steps:
- Click Service Desk > Interaction Queue. Service Manager displays the list of interactions.
- Locate and open a Service Desk interaction record that is in the Open status and is not a service catalog or support catalog request.
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On the interaction detail form, click More > Change Category.
- Select a category, and then click Yes for confirmation.
- Click the Continue button. The corresponding fulfillment process is triggered.
- Follow the triggered fulfillment process to fulfill the user request.
Related topics
Service Desk overview
Service Desk workflows and user tasks
Create a streamlined interaction
Example: Search for a record
