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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Incident integration: Request Management
Out-of-box, the Service Manager Incident Management module is fully integrated with the Request Management module. Users can open Request records from Incident records, and Service Manager can pass relevant information from the Incident record to the Request record. The two records will be linked automatically.
Service Manager also includes a web-based, self-service interface that allows end users to create service requests through an easy-to-complete form. Once the form is complete, Service Manager routes the request through the Service Desk module to the appropriate Service Desk technician, who can then escalate the request to an Incident record. Users can track, update, or close their requests through this interface.
Create a new incident from a user interaction
