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.
Search for | Example | Results |
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A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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. |
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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Activities section
The Activities section allows users to enter new updates for a record or to view journal updates and historic activities for a record.
New update
Field | Description |
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New Update Type | Specifies or categorizes the activity update (for example, communication with the customer) |
Visible to Customer? |
Makes the update visible to customers so they can view related interactions via self service Note This option can be bypassed by setting the Bypass Visibility Option flag to “true” in the activityactions table. When this flag is set to “true,” automatic activities are invisible to customers, whether the Customer Visible option is selected or not. When the flag is set to “false,” all activities are visible to customers if the Customer Visible option is selected. |
New Update |
Used to enter notes to explain and describe updates made for the record. If Journaling is enabled, the text entered here is displayed in Journal Updates. If Activities are enabled, the text entered in this field is displayed as an activity record for the selected activity type. Note The System Administrator is responsible for enabling Journaling and Activities. |
Journal updates
Journal updates displays text entered in the New Update field together with a timestamp for the update. This field displays information when Journaling is enabled.
Activity type
To filter the list by the type of activity, select an activity type, and then click Filter. Service Manager opens a new record list that displays the records of that activity type.
The activities list displays activities for the current record. The activities are listed in order of occurrence, with the most recent activity displayed first. The following information is displayed for each activity:
- Date/Time
- Type
- Operator
- Description
Related topics
User Interaction Management
What is a Service Desk interaction?
Working with Service Desk interaction records
Related topics