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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Knowledge Management integration with Problem Management
The Knowledge Management integration with Problem Management enables users to perform the following tasks:
- Search for similar Problems, Incidents, Known Errors, or knowledge documents
- Use the resolution from an existing resolved issue in a knowledgebase as a solution for the problem
- Use the information from a problem resolution to create a new knowledge document
When searching for knowledge, Knowledge Management uses the fields mapped in the Integration Mapping function for searches. This mapping specifies the fields and tables to search in the knowledgebases to which a user has access. The user can view each document and then has the option of using one of the resolutions as a resolution to the problem. If the user chooses to use a solution or workaround, the system automatically populates the resolution field in the Problem record.
For example, if in your search you find a Problem record that includes a workaround for the Incident record you are working with, use Use Solution to copy the data from the mapped fields of the rootcause table to insert it into the mapped fields of the Incident record.
Users can also create knowledge to contribute a new knowledge document from a resolved record so that the data in the mapped fields is used in the knowledge document. The field mappings and the document type determine which fields in the knowledge document are populated with data from the resolved record.
Note The Use Solution option is available from knowledge documents, Incident and Interaction knowledge candidates with resolutions, and Known Error and Problem knowledge candidates with workarounds.
Related topics
Knowledge Management record mapping
Search for a solution
Create knowledge from an interaction, incident, problem, or known error
