Workstream

Concepts

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.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Your Service Manager Service Portal workstream contains a series of feeds on your activities, and allows your administrator to share announcements. You can access this content by clicking on My Workstream in the avatar drop-down list in Portal views. A number adjacent to the avatar indicates how many unread feeds you have. Workstream feeds are of the following types:

User data - information regarding a change to one of your orders, approvals, support requests, and so on. These changes include, for example, status updates. This list of feeds is a stream of your work activities.

Organization - an announcement from your organization administrator.

Information in a workstream feed includes when appropriate:

Type of item it is about (e.g., order, approval, organization announcement, and so on)

Reason for the feed

Number associated with the item, for example, the order number

Date and time the feed was created

When a new workstream feed is received, an alert is briefly displayed adjacent to the avatar. You can ignore the alert, close it, or click on it to display more information if available for this feed. With any of these actions, the workstream feed's status will remain unread (more on this later).

Tasks

Access recent unread workstream feeds: Click on My Workstream from the avatar drop-down list in Portal views. A sidebar list of the most recent unread feeds will be displayed. Click on the check-mark to change a feed's status to read.

Access all workstream feeds: Click on See All above, or on My Workstream below the sidebar list displayed from the avatar to open the My Workstream view.

By default, all feeds are displayed with the newest first. Click on the drop-down lists above the feeds for additional display options. You can filter the content displayed by selecting a specific feed source from the list provide under Feed Context.

The organization administrator can configure the type of workstream feeds to be included in users' workstreams by clicking on the settings icon next to Feed Context.

Open a detailed view: Click on a feed to open a detailed view of the item the workstream feed pertains to by .

Change feed's read/unread status: Click on the check-mark

to change the workstream feed's read/unread status. The check-mark is a darker color when the feed's status is read.