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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Full Service Desk model
In this model, the state of a Service Desk interaction record changes when each related record closes, depending on the value of the Notify By field in the interaction record. The following notification options are available.
| Option | Description |
|---|---|
| None | The interaction record closes. |
| Service Desk sends an email to the contact listed in the interaction record. The email informs the contact that the related record is closed. Service Desk closes the interaction record. | |
| Page | Service Desk sends a page to the contact listed in the interaction record. Service Desk closes the interaction record. |
| Telephone | The interaction record has a required action.
This action describes why the customer must be contacted.
It also prevents the interaction record from closing until all required actions are complete.
The interaction record goes into the |
Related tasks
