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 |
|
Configure the Service Desk settings
Applies to User Roles:
System Administrator
To configure Service Desk settings, follow these steps:
- Click Service Desk > Administration > Settings in the System Navigator.
-
Configure the following settings for the Service Desk application:
Setting
Description
Enable "Create New Interaction" Menu Entry This setting determines whether the interactions will be created to follow the legacy interaction workflows (select the check box) or the new streamlined workflows introduced as of SM 9.41 (clear the check box).
The streamlined interaction solution is disabled by default so that if you want to run your previous interaction processes (workflows) as in 9.40 Codeless, you can continue to use them without any issues or additional configuration when you upgrade to Service Manager 9.41 or later.
To enable the streamlined interaction solution, see Enable streamlined interaction.
Note The menu entry for creating new interactions also depends on whether the SM Smart Analytics feature is enabled or not. For more information, see Consolidated menu entry for interaction creation.
If you use streamlined interaction and later you decide to select this check box to go back to the legacy interaction workflow, you need to go into the Interaction category records and change the workflow back to the non-streamlined workflows. The following table is for your reference:
Interaction category
Associated non-streamlined workflow in SM Codeless
Associated workflow in streamlined interaction solution
complaint
ServiceDesk
Streamlined Complaint or Compliment
compliment
ServiceDesk
Streamlined Complaint or Compliment
incident
ServiceDesk
Streamlined Service Desk
problem
ServiceDesk
Streamlined Service Desk
request for administration
ServiceDesk
Streamlined Service Desk
request for change
ServiceDesk
Streamlined Service Desk
request for information
ServiceDesk
Streamlined Service Desk
service request
ServiceDesk
Streamlined Service Desk
support catalog
N/A
Streamlined Service Desk
service catalog
Service Catalog
Streamlined Service Catalog
Default Category
The default category when you create a new interaction. The out-of-box value for this parameter is None.
The default category is used when you click Create New Interaction:
- If no default category is defined, you are prompted to select a category before the interaction detail screen appears.
- If the default category is defined, the interaction detail screen is displayed directly and the Category field is populated with the default category.
Note The default category does not apply to the ESS requests. For support requests submitted through ESS, interactions are always created in the "incident" category or the category suggested by SM Smart Analytics.
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Click Save.
Related topics
