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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Affected CI field in Service Desk
The information that is available to populate the Affected CI field depends on the service recipient.
For example, if the recipient has individual or departmental subscriptions, a list of CIs associated with those subscriptions opens. If the recipient does not have any subscriptions and is a self-service user, no list is generated. However, if a recipient does not have any subscriptions and is not a self-service user, the following behavior occurs:
- If an interaction recipient is specified, a list of the CIs assigned to that recipient opens.
- If a location is specified, a list of the CIs assigned to that location opens.
- If a company is specified in a multi-company system, a list of the CIs assigned to that company opens.
- If a device type is specified, a list of the CIs of that type opens.
Note The only way to obtain a list of all CIs is to click the Affected CI field before you enter any recipient information.
Related topics
What is a Service Desk interaction?
Out-of-box Service Desk categories
Notify By field
Required actions
Related topics
Register a complaint
Register a request for information
Register an incident
Register a service catalog request
Register a request for change
