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 |
|---|---|---|
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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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Close an interaction
User role: Service Desk Agent
You can close an existing Service Desk interaction if the user accepts the proposed solution. If you or the user disagree with the proposed solution, you need to resubmit the related incident for further investigation.
To close an existing Service Desk interaction, follow these steps:
- Tap the Service Desk interaction record you want to close. The Detail view of this record opens.
- Tap the Fill icon in the Contact field to determine which user will be notified of the solution.
- If necessary, update the Notify By field to determine how the user will be notified.
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Tap on the Fill icon in the Closure Code field to select a closure code.
- Type the solution in the Solution field.
- Tap Close Interaction from the action bar. The status of this interaction record changes to Closed.
