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 |
|
|
| Topics that do not contain a specific word or phrase |
|
|
| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
- 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
Service Catalog support
When a user (the service recipient) submits a Service Catalog or Support Catalog request through the SRC or ESS portal, a Service Desk interaction is created in the “service catalog” or specified category to help the Service Desk agent to fulfill the request for the service recipient.
A Service Desk agent can also submit a Service Catalog request (Service Catalog > Order from Catalog) or a Support Catalog request (Service Catalog > Non-cart Catalog Requests) on behalf of a user who requests the service through an email or phone call. The Service Catalog request triggers a Service Desk interaction in the "service catalog" category while the Support Catalog request triggers an interaction in the specified category.
