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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- Service Desk agent tasks
- Accept a chat request
- Create an additional Interaction from chat
- (Optional) Provide support using Smart Search
- Participate in multiple conversations
- Search for a Service Desk chat request record
- Invite participants
- Remove participants
- Close a chat request
- Quit a conversation
- View reports for End User Chat
Close a chat request
Follow these steps to end a chat:
- Click More > Close Chat Request on the header of the conversation window.
- Select a closure code from the Completion Code drop-down list.
- Click OK in the system prompt.
You will no longer receive messages or notifications from this conversation. After you have ended the current chat, the system broadcasts a message to the end user and identifies that you have ended the chat. Neither the end user nor you can send messages, but you can still view the chat content.
When a chat is closed, the corresponding chat request closes asynchronously by the Process Designer rule engine. The chat is automatically saved in the Service Manager database.
Note End a chat does not delete the chat. Chats cannot be deleted.
