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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Surveys
The Service Manager Service Portal survey functionality is based on the Service Manager HTML Email solution (JavaMail) and applies the out-of box internal survey connector. Once the Service Manager Service Portal survey functionality is set up in Service Manager, IT agents can manually send individual surveys directly from a record in Service Manager to selected users, or configure the system to automatically send scheduled surveys to specified users.
Note For information about how to set up the Service Manager Service Portal survey functionality and send surveys to Service Manager Service Portal users, see the Service Manager Survey section in the Service Manager Help Center.
When you receive a survey link, you can directly open the link in a web browser and then log in to Service Manager Service Portal to complete the survey. You can also check the surveys opened for you or closed by you in the Service Manager Service Portal. In the out-of-box system, Service Manager Service Portal surveys are designed to achieve the following goals:
- Collect user satisfaction ratings for the following areas: the level of service provided, the speed of response that the user received, and the level of communication.
- Collect additional comments from the user (if any)
- Allow the user to further register a complaint or compliment. If the user selects to do so, the system automatically generates an interaction record of a Complaint or Compliment category with the information the user provided, and sends an email to the user with information about the interaction record. The user can click the record link to check the record details and status.
