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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View and Update a Support Request
Concepts
In the Support Request Detail view, you can view detailed information about a support request, or add comments or attachments.
Tasks
View Support Request Details
To access the Support Request Detail view for a support request:
- Select Support Requests from the avatar drop-down menu in the Service Manager Service Portal.
- Select Open Requests, Completed Requests, or All Requests depending on the content you want displayed.
- Select an entry to display the Support Request Detail view (See View Support Requests (Tickets) for more information.)
The following information is typically displayed:
- Support request ID
- Status
- Description
- Comments tab lists all comments on this request
- Attachments tab lists any files attached to the request.
- Basic Information section with information such as date submitted and last updated, and more
- Contact Information section
- Additional Information section that includes the request's urgency
Add Comment
- View existing comments by clicking the Activities tab in the Support Request Detail view.
- Add a new comment by typing your comment into the text box and clicking Add Comment.
Add Attachment
- View the list of existing attachments by clicking the Attachments tab in the Support Request Detail view.
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In the Attachments area, either drag and drop the attachment file or click in the area to open a dialog to select the attachment file.
Note For Service Manager (SM) suppliers, attachments are bi-directional. That is, attachments added in Service Manager Service Portal appear in the supplier system and attachments added in the supplier system appear in Service Manager Service Portal.
Related Topics
