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 Desk solution matching
When you escalate an interaction record to incident, a list of incidents or problems appears based on the pre-defined solution matching configuration. You can then select the matched records and link them to the interaction. Alternatively, you can specify the ID of the existing incident or problem, and then link it to the interaction. The linked records are shown in the Related Records section of the interaction.
Note When you escalate from interaction to incident, instead of selecting the assignment group through a wizard, the assignment group of the escalated incident is populated according to the following rules:
- If an interaction is escalated to an incident of the incident category, the Config admin group field defined in affected service or affected CI of the interaction is used.
- If an interaction is escalated to an incident of other categories, the Service Desk group in the Service Desk environment is used.
You can also configure an auto-assignment rule depending on your organization's requirements.
In an out-of-box system, the following configurations are provided for Service Desk interaction solution matching:
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Find an incident with a matching configuration item
- Find an incident with a matching service
- Find an incident with a matching title
- Find a problem with a matching configuration item
- Find a problem with a matching service
- Find a problem with a matching title
To modify the out-of-box solution matching configurations, navigate to Service Desk > Configuration > Solution Matching.
