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
|
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 |
|
|
| Either word in a topic |
|
|
| Topics that do not contain a specific word or phrase |
|
|
| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
View Article Details
In addition to the article content, the Article Details view displays the following information about the knowledge article you selected:
- Document Title: The title of the knowledge article
- Document ID: The KM (Knowledge Management) number
- Creation Date: The date and time the knowledge article was created
- Document Type: The type of knowledge article, such as Error Message/Cause, External, and so on
- Expiration Date: The date and time the knowledge article will expire
- Summary: A brief explanation of the article
- Author: The user name of who created the article
- Attachments: This is the knowledge article that you can open or download
- Article Tags: These are leveled-down (flat) knowledge categories. For example, if there is an article under category a > b and another article under category a > c, b and c will be shown as tags in both the Knowledge Articles view list and in the Article Details view. If there is a third article under category a, all a, b and c will be listed as tags.
To view article details:
-
Access the knowledge article library from the Knowledge tile in the Service Manager Service Portal Launchpad.
-
Search, filter, sort, or scroll up or down the list of articles requests.
- When you find an article that you are interested in, click on it to display the Article Details view.
Related Topics
