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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Create a Service Desk self-service profile
Applies to User Roles:
System Administrator
To create a Service Desk Employee Self Service (ESS) profile:
Note: Press Ctrl+H to see the description of a field.
- Click System Administration > Ongoing Maintenance > Profiles > Service Desk Profiles.
- In the Security tab, type a descriptive name in the Profile Name field. For example, type ServiceDeskESS.
- Select security profile rights for Service Desk self-service users when working with user interactions. For example:
Security profile right Description New If enabled (set to true), allows ESS users to open interactions. Close If enabled, allows ESS users to close existing interactions. Update Choose one of the following to indicate when ESS users can update interactions:
Always, When assigned, or NeverAdvanced search If enabled, gives ESS users access to advanced search capabilities to query for information. Can notify If enabled, gives ESS users access to the Notify function. Lock on display If enabled, locks records when displaying them on the screen for this profile. Service Manager locks the record regardless of whether the user is making modifications, and no other users can display or modify the record. If disabled (set to false), Service Manager sets an exclusive lock on a record only when a user is modifying it; other users can display or modify the record. - Identify the forms to display for self-service users. For example:
Form category Form name Manage format sc.manage.call ESS initial format ess.SD.open ESS edit format ess.SD.update ESS search format ess.SD.search ESS list format ess.SD.qbe - Enable inbox settings for self-service users. For example, when set to true, the New thread: View -> Edit setting keeps the inbox open after a member of this profile runs a search from that inbox. Service Manager displays the record in a new window.
- Click Add.
Related topics
Self-service
Configuring the self-service working environment
