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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Advanced search for interactions
When you search for a request, sometimes a large number of results are returned. You can set the search criteria to locate a specific request or group of requests by using advanced search.
Note Not all fields in interactions can be used for Service Request Catalog advanced search, as not all fields include the available search criteria. For detailed information about which fields are available as search criteria, see Fields available for advanced search.
Search for an interaction
To search for and view a Service request or a Support request, follow these steps:
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Click the filter button to cascade the available filters. The out-of-box filters include: Request ID, Requested For, Open Time, and Close Time.
Note The administrator configures the default filters that are initially displayed in the account view page.
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Type the search terms in your selected filter box, and then press Enter.
- You can choose terms from the global list variables or the lookup table values if the administrator has configured the validation rule for this field.
- You have to press the Enter key after you type each search term. Check the effected filters on the request details page to make sure all the search criteria are taking effect.
The search results are displayed in a list in the request details page.
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Click an item to view the details of that request.
Note You can also adjust your search results by removing one or all of the search filters.
