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
Using mass update with Service Desk interaction record lists
The mass update feature enables you to update the value of one or more fields in a list of records. The system provides a template form that displays the current field values and enables you to type or select a new value for the displayed fields. In compliance with the data policy of your organization (as recorded in the Data Policy form), the Mass Update template form does not display read-only fields in the records. The mass update option is available from both interaction and incident record lists.
When you perform a mass update operation, make sure that the value you type or select for a particular field is the value you want in all the records that you selected. When you update incident records, you must also update the incident activity data.
System Administrators can determine if a field is displayed in the Mass Update template form by directly editing the Data Policy record for the form. To remove a field from the Mass Update form, change the Usage Type column for the field to System. If a System Administrator wants to grant Template Mass Update permissions to other operators, the System Administrator must update the operator profile to include the Template Mass Update and Complex Mass Update capabilities.
