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
Close a first-time resolved Service Desk interaction
Applies to User Roles:
Service Desk Agent
If a Service Desk interaction is triggered to an incident or a request record, you can resolve the user request on the first intake in the Logging phase of the triggered incident or request record. After the related incident or request is resolved, the Service Desk interaction is also closed automatically.
To close a first time Service Desk interaction that is triggered to an incident or a request record, follow these steps:
- From the System Navigator, click Service Desk > Create Streamlined Interaction.
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Select a category that is associated with the Incident Management or Request Fulfillment process.
In an out-of-box system, the incident category is associated the Incident Management process while the service request, request for information, and request for administration are associated with the Request Fulfillment process.
- Specify the information in other mandatory fields.
- Click Continue. The interaction is created and the New Incident or New Request form is displayed.
- On the New Incident or New Request form, specify the information in the mandatory fields.
- Type a solution for the incident or request.
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Click the Close Directly button on the toolbar.
Service Manager displays the Close Incident or Close Request page.
- Specify the information in the mandatory fields such as Closure Code.
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Click Finish.
The status of the incident or request changes to Closed. Meanwhile, the original interaction is also closed automatically along with the incident or request.
Related topics
