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". |
|
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
|
| A combination of search types | ( ) parentheses |
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Configure the Service Desk settings
Applies to User Roles:
System Administrator
To configure Service Desk settings:
- Click Service Desk > Administration > Settings in the System Navigator.
-
Configure the following settings for the Service Desk application:
Setting
Description
Allow Escalation
Whether or not you can escalate the interactions. In the out-of-box setting, escalation is allowed.
Note You can only escalate an interaction when the Allow Escalation option is selected both in the Settings menu here and in the category definition for the specific category assigned to the interaction.
Enable "Create New Interaction" Menu Entry This setting determines whether the interactions will be created to follow the legacy interaction workflows (select the check box) or the new streamlined workflows introduced as of SM 9.41 (clear the check box). Default Category
The default category when you create a new interaction. The out-of-box value for this parameter is None.
The default category is used when you click Create New Interaction:
If no default category is defined, you are prompted to select a category before the interaction detail screen appears.
If the default category is defined, the interaction detail screen is displayed directly and the Category field is populated with the default category.
Note The default category does not apply to the ESS requests. For support requests submitted through ESS, interactions are always created in the "incident" category.
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Click Save.
Related topics
