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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User Interaction Management overview
The Service Manager User Interaction Management process helps you handle User Interactions either reported by using Self-Service web pages or directly to your Service Desk. Though not an ITIL process, this process enables the separation between information requests and service requests. The result is that multiple user interactions may all be linked to one incident record in the tool. This process will streamline the Service Desk activities and thereby decrease the workload for second line support teams.
The Service Manager Service Desk application supports the service desk function of the Information Technology Infrastructure Library (ITIL) with its User Interaction Management processes for the IT service and the customer base. It provides a single point of entry to the other Service Manager applications and enables you to document and track all calls received by your service desk. It incorporates the essential concepts of ITIL to ensure that the best practices of IT service management in place. The Service Desk application helps you to aid end customers, ensure data integrity, and streamline communication channels in the organization.
For complete information on the User Interaction Management (Service Desk) process overview and workflows, see Service Manager Processes and Best Practices in the related topics.
Related topics
