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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Who uses self-service?
Self-service access is useful for all individuals in an organization. It enables them to make requests through self-service Web pages. These requests include service disruptions, service requests, catalog item requests, requests for information (RFI), or complaints. Typically, these requests generate an interaction in Service Desk, or they are a request for specific item or service in a service catalog. The following table shows typical organizational roles and how different employees might use the self-service feature.
| User name | Tasks |
|---|---|
| Employee user |
Uses self-service to make requests for self and on behalf of other employees and managers. Example, a user needs spreadsheet software upgraded to the newest version. |
| Administrative assistant |
Uses self-service to make requests primarily for others. Example: a manager directs an assistant to request a color printer for the office. |
| Department Manager |
Uses self-service to make requests for self and direct reports. Example: a manager requests new computer systems for each software developer in a group. |
| IT Technician |
Makes service requests for self. Example: a technician needs to change an address in an employee record. |
| High level executive |
Makes approvals for high dollar catalog orders. Example: a senior manager needs to approve a request at the business executive level. |
Related topics
Self-service
Self-service licenses
Self-service tailoring
Configuring the self-service working environment
Creating self-service users
Accessing Service Manager
Working with self-service requests
