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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- Request Management overview
- Pre-implementation planning
- Approvals in Request Management
- Categories
- Phases
- Quotes
- Orders
- Vendors
- Related records
- Printing lists and detail records in Request Management
- Business Rules and Workflows
- Demands Measuring
- Financial Approval
- Self-Help Requests
- Record Content
- Request Charges
- Request Escalation: Functional Escalation
- Request Escalation: Hierarchic Escalation
- Request Integration: Service Desk or Incident Management
- Request Management Predefined Reports
- Service Request Record
- Request Access Control
Request Management Predefined Reports
Service Manager includes two out-of-box options for generating operational reports using key performance indicators: Service Manager Reports and Service Manager Crystal Reports. These tools allow users to generate predefined and ad hoc reports to display any information. The following describes these tools.
Service Manager Reports
The Service Manager Reports module provides reports and dashboards to enable faster analysis and improved time to resolution. These reports organize data into various chart formats, and the dashboards display one or more reports to provide global information about critical activities or metrics. These reports display relationships among categories of data. For example, one report might display the number of incidents per customer, while another displays the number of incidents by priority. Viewing these reports together as a dashboard enables you to make better business decisions, such as assigning resources to close incidents. Report Managers can share a report or dashboard. The SM Reports module aims to provide a lightweight reporting feature for active operational data, and the reports are therefore designed to retrieve, represent and visualize up to 100,000 active records out of millions. To define analytical reports against the entire data set, you need to use a third-party business intelligence tool.
Request Aging Report: This report enables the user to review the top 20 categories of requests which are included the highest 90th percentile for requests duration submitted in the last 30 days. It also enables the user to review the distribution of requests for each category by request duration and by request submit date.
Service Desk Reports
- Escalated Interactions: This report provides the breakdown of interactions that have been escalated to change requests, incidents, known errors, and quotes.
- First Time Fixed Interactions: This report enables the user to review, for a given time period, the percentage of interactions closed by the Service Desk upon the first contact without reference to other levels of support.
- Interactions Closed in a Given Year: This report enables the user to review the interactions closed in a given year by months.
- Interactions Resulting in Related Issues: This report enables the user to review interactions which result in related issues for a given time period.
- Number of Service Desk Requests by Department: This report enables the user to review the top ten departments which utilize the help desk in a given time period.
- Service Desk Interactions Opened and Closed: This report gives the user the ability to review, for a determined period, a breakdown of open and closed Service Desk interactions by categories and their associated areas.
- Top 20 Operators by Average Interaction Time in Last 90 Days: This report enables the user to review the analysis of how long, on average, the top 20 operators take to handle an interaction in past 90 days.
Related topics
