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 Catalog Integration: Request Fulfillment
Service requests are created and approved in the Service Catalog module. The end user, through the Employee Self-Service web interface, can browse the service catalog and submit service requests. The Service Catalog allows users with approval permission to review and approve service requests through the same Employee Self-Service web interface:
- The IT technicians can monitor the service request processing in more depth. They have access to the resulting service request, which is a Service Desk interaction of a specific type, or can monitor the progress of the request through the fulfillment module.
- End users can track the status of their requests through the Service Catalog end-user interface. End users can also review the details of their requests. They can make changes to a request and resubmit it. If a request is held up in the approval process, the requester can see the problem and act on it. Empowering the users helps minimize frustration and prevents more calls to the help desk.
- Service managers can track the status of service delivery through fulfillment records created in Service Manager.
The Service Catalog will automatically synchronize the state of the service request with the state of the underlying fulfillment processes, even when, for some complex requests, the fulfillment is carried out in parallel in different modules.
Related topics
Related records in Service Desk
Related topics
