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 |
|
Application profiles: Service Desk
The default application profiles for Service Desk contain the following values.
Service Desk
| Profile name | DEFAULT | approver | helpdesk tech | initiator | self service | service desk agent | service desk manager | sysadmin |
|---|---|---|---|---|---|---|---|---|
| Security Rights | ||||||||
| New | FALSE | FALSE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE |
| Close | FALSE | FALSE | TRUE | FALSE | TRUE | TRUE | TRUE | TRUE |
| Update | never | Always | Always | Never | Always | Always | Always | Always |
| View | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE |
| Allowed statuses | ||||||||
| Approval groups | ||||||||
| Advanced search | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE |
| Use operator full name | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE |
| Can create personal views | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | TRUE |
| Can create system views | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | TRUE |
| Can notify | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | TRUE |
| Lock on display | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE |
| Alternate views | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | TRUE |
| Modify Templates | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | TRUE | TRUE |
| Template Mass Update | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | TRUE | TRUE |
| Complex Mass Update | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | TRUE |
| Mass Close | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | TRUE |
| Delegate Approvals | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE |
Forms
| Profile name | DEFAULT | approver | helpdesk tech | initiator | self service | service desk agent | service desk manager | sysadmin |
|---|---|---|---|---|---|---|---|---|
| Initial view | Interactions I Registered | |||||||
| Initial format | SD.open.interaction | SD.open.interaction | SD.open.interaction | |||||
| Edit format | SD.update.interaction | SD.approval.interaction | SD.update.interaction | |||||
| Search format | SD.search | SD.search | SD.search | SD.search | SD.search | SD.search | SD.search | |
| List format | ||||||||
| Manage format | sc.manage.interaction | sc.manage.interaction | sc.manage.interaction | sc.manage.interaction | sc.manage.interaction | sc.manage.interaction | sc.manage.interaction | |
| Print format | SD.print | SD.print | SD.print | SD.print | SD.print | SD.print | SD.print | |
| ESS initial format | ess.SD.open | |||||||
| ESS edit format | ess.SD.update.edit | |||||||
| ESS search format | ess.SD.search | |||||||
| ESS list format | ess.SD.qbe | |||||||
| Default Template | ||||||||
| Append query | ||||||||
| New thread: View -- Search | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | FALSE |
| New thread: Search -- List | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE |
| New thread: List -- Edit | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE |
| New thread: View -- Edit | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | FALSE |
Related topics
Application profiles
Environment record
