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 |
|
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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
|
| A combination of search types | ( ) parentheses |
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Service Desk security areas
Applies to User Roles:
System Administrator
The security areas for Service Desk are Service Desk and Service Desk Configuration. These areas contain the default security rights and settings for Interactions in the Service Desk module. The security right settings will be inherited by the new roles created in an area when no settings are specified in the security role.
These security areas are used to set permissions to operators to provide access to particular area of Service Desk. For example, for the Service Desk Analyst security role, set rights as View for the Service Desk area. Then, an operator with this security role can only view the Service Desk items under Service Desk module. The following table lists the areas and the relevant Service Desk menu items the operators can access.
|
Area |
System Navigator menu items for this area |
|---|---|
|
Service Desk |
This area contains the default security rights and settings for Service Desk requests in the Service Desk module. For example, Create New Interaction, Interaction Queue, and Search Interactions. |
|
Service Desk Configuration |
This area contains the default security rights and settings for Service Desk administration and configuration, which are dedicatedly used by Service Desk module. For example, Settings and Interaction Categories. Note When you set the security rights for a security role in the Service Desk Configuration area:
|
Default rights
The default rights defined in areas will be inherited when you create new security roles. The following table shows the out-of-box default rights defined in the Service Desk and Service Desk Configuration areas.
| Area Name | View | New | Update | Delete/Close | Expert | Admin |
|---|---|---|---|---|---|---|
| Service Desk | TRUE | FALSE | Never | Never | FALSE | FALSE |
| Service Desk Configuration | FALSE | FALSE | Never | Never | FALSE | FALSE |
Default settings
The default settings defined in areas will be inherited when you create new security roles. In an out-of-box system, none of the default settings is checked or set in the Service Desk and Service Desk Configuration areas.
Related topics
