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
|
| A combination of search types | ( ) parentheses |
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- Search, View and Utilize Knowledge Document (ST 7.2)
- Search the knowledgebases
- Search for published documents
- Search for hot news
- Search for adaptive learning data
- Search for a solution
- Use a solution from a knowledgebase search
- View adaptive learning data
- Print a knowledge document when using the Windows client
- Print a knowledge document when using the web client
Search for a solution
User roles: All users
While creating or updating an Interaction, Incident, or Problem record, you can search for a solution to assist in solving your problem.
To search for a solution, follow these steps:
-
While creating or updating a record, click More or the More Actions icon, and then select Search Knowledge.
The search uses the mapped fields to display a search results list of possible similar records or other knowledge documents.
- Click the hyperlink to view a particular document.
- Use the results from your search to determine how to proceed. For example, you can view another record from the search results or use the data from the search to update the record you are working on.
Related topics
Knowledge Management integration with Incident Management
Knowledge Management integration with Problem Management
Knowledge Management integration with Service Desk Interaction
More Actions menu
Create knowledge from an interaction, incident, problem, or known error
