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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IT Collaboration
As of version 9.41, IT Collaboration supersedes the previous Enterprise Collaboration (EC) based instant messaging solution. As an instant messaging tool embedded in Service Manager, IT Collaboration enables Service Manager IT operators to collaborate in real time (or anytime) when handling an Interaction, Incident, Incident Task, Request, Request Task, Problem, Problem Task, Known Error, Change, or Change Task1These record types are supported by default.. IT operators who do not log on to Service Manager but are available on Microsoft Skype for Business can be invited to an IT Collaboration conversation. In addition to the IT Collaboration suggested participants that can be invited to a conversation, you can also search for users by email address or user name, and invite them to the conversation. The conversation is stored as a permanent part of the corresponding record.
