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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Duplicate an existing interaction record
Applies to User Roles:
Service Desk Agent
You can duplicate an existing interaction record to copy information from an existing record into a new record. For example, you duplicate an existing interaction record because a user is experiencing a repeat of a past problem or issue.
To duplicate an existing interaction record, follow these steps:
- Click Service Desk > Search Interactions.
- Use search or advanced search to find one or more records.
- Double-click the record to open it.
- Click More or the More Actions icon, and then and select Duplicate Interaction. Service Manager assigns the next available ID number to the duplicated interaction.
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Add or change information in the interaction record as needed.
Note You must clear any existing data in a field to use the Fill and Find functions to select a new value.
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Click Save & Exit. If the record that you duplicated has any related records, a message that informs you the record has related records and asks if you want to copy the associations is displayed.
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Click Yes to copy associated records and return to the interaction queue.
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Click No if you do not want to copy the associated records to the new interaction record. The Escalation Details wizard starts, and you can relate the new record to an existing incident, an existing known error, or a new incident.
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Related topics
Service Desk overview
Example: Search for a record
Related topics
Add a required action
Set a reminder for an interaction record
View messages
