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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Create a hot news Knowledge Base entry
Applies to User Roles:
System Administrator
You can create a hot news Knowledge Base entry to alert your service desk staff of global system conditions such as server outages or hardware failures.
To create a hot news Knowledge Base entry, follow these steps:
- Click Tailoring > Knowledge Engineering > Edit Knowledge Records. The knowledge record form (core.g) opens.
- Select the Hot News option. Service Manager displays the Valid From and Valid To fields.
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In the Valid From field, type or select the date you want the hot news Knowledge Base entry to first appear.
The default date is today's date.
- In the Valid To field, type or select the date, if any, that you want the hot news Knowledge Base entry to expire.
- Type the rest of your knowledge article.
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Click Add.
Service Manager displays the message: Global Knowledge record added.
Related topics
Related topics
