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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- Search, View and Utilize Knowledge Document (ST 7.2)
- Search the knowledgebases
- Search for published documents
- Search for hot news
- Search for adaptive learning data
- Search for a solution
- Use a solution from a knowledgebase search
- View adaptive learning data
- Print a knowledge document when using the Windows client
- Print a knowledge document when using the web client
Use a solution from a knowledgebase search
At any time while you create or update an Interaction or Problem record or update an Incident record, you can perform a knowledgebase search to find solutions. When you find a solution, you can add the solution to the resolution or workaround field of the record you are processing.
- While you are processing a record, perform a knowledgebase search to find a solution.
- In the knowledgebase search results, click the hyperlink to view a solution document.
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When you find a document with the correct solution, click Use Solution to add the solution to the resolution or workaround field of the record. The Use Solution button only appears if the selected document contains a resolution or workaround.
Note If the knowledge document is a working copy of an approved published document, the display option, Show Approved Version, appears, which enables you to view the published document and then select it as a solution.
- After you select Use Solution, the system redisplays the record with the resolution or workaround field updated. You can continue processing the Interaction, Incident, or Problem record that prompted your knowledgebase search.
Related topics
Knowledge Management integration with Incident Management
Knowledge Management integration with Problem Management
Knowledge Management integration with Service Desk Interaction
Search for a solution
Create knowledge from an interaction, incident, problem, or known error
