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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Set live chat assignment End Lead Time
The Chat Assignment End Lead Time setting enables you to set a general time period for all the Service Desk chat assignment groups to stop responding to new chat requests prior to the service end hour. For example, if the working hour of a chat assignment group is 9:00 to 18:00 and the value of the End Lead Time is set to 00:30:00, the group stops accepting new chat requests at 17:30. Consequently, when live chat is not available, the system displays a message in the Service Portal chat window indicating that chat is not available.
To configure the Chat Assignment End Lead Time setting:
- From the System Navigator, click Service Desk > Administration > Settings.
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In the Chat Assignment End Lead Time field, set the time period in the
hh:mm:ssformat. For example, 00:15:00.
