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 |
|
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
Service Desk user roles
The out-of-box Service Desk user role descriptions use these security roles, application profiles, and capability words. In order to use Service Desk module, you must assign the appropriate user role descriptions to your personnel. If necessary, you can modify these user role descriptions or add new ones.
| User Role |
Security Roles |
Configuration Management Profile |
Request Management Profiles |
Service Level Management Profile |
Contract Management Profile |
Capability Words |
|---|---|---|---|---|---|---|
|
Service Desk Agent |
default SD agent/manager service desk agent |
DEFAULT |
requestor |
|
|
partial.key problem management query.stored inventory management change request incident management service desk EditContacts service catalog |
|
Service Desk Manager |
default SD agent/manager service desk manager |
DEFAULT |
requestor |
|
|
partial.key problem management query.stored inventory management change request incident management service desk EditContacts SDAdmin OCMQ OCML |
|
Self Service |
default self service |
|
|
DEFAULT |
|
service desk svcCatEmployeeRequester service catalog change request |
Related topics
Service Desk security areas
Service Desk security roles and settings
