Working with Service Desk interaction records

The Service Desk functions that are available to you depend on your user profile. You may be able to access all Service Desk functions, or you may be limited by the capability words that are assigned to you in your operator record.

Depending on your user profile, the following Service Desk functions may be available to you.

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.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Function	Description
Create New Interaction	From a blank Service Desk interaction form, you can log information about a service request, check for related interaction records, and add service request information to other Service Manager records, such as incident records. From this form, you can escalate the request to an incident record.
Interaction Queue	View the Service Desk interaction queue. You can also view other queues, such as the incident queue, problem queue, Change Management change and task lists, and quotes and order lists for all users.
Search Interactions	Specify filtering information to locate a specific Service Desk interaction record.
Security Files	Add new users, edit the profile of an existing user, maintain macros, views, and probable cause records. Requires administrative rights.
Search Knowledgebase	Access the Service Manager Knowledge Base search form.

Function

Description

Create New Interaction

From a blank Service Desk interaction form, you can log information about a service request, check for related interaction records, and add service request information to other Service Manager records, such as incident records. From this form, you can escalate the request to an incident record.

Interaction Queue

View the Service Desk interaction queue. You can also view other queues, such as the incident queue, problem queue, Change Management change and task lists, and quotes and order lists for all users.

Search Interactions

Specify filtering information to locate a specific Service Desk interaction record.

Security Files

Add new users, edit the profile of an existing user, maintain macros, views, and probable cause records. Requires administrative rights.

Search Knowledgebase

Access the Service Manager Knowledge Base search form.

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