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.
|A single word||
||Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".|
You can specify that the search results contain a specific phrase.
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.
Two or more words in the same topic
|Either word in a topic||
|Topics that do not contain a specific word or phrase||
|Topics that contain one string and do not contain another||
|A combination of search types||
- Service Desk
- Incident Management
- Problem Management
- Change Management
- Request Management
- Configuration Management
- Knowledge Management
- Service Catalogs
- Service Level Management
- Smart Analytics
- Service Manager Reports
- Service Manager Collaboration
- Service Manager Service Portal Consumer Help
Smart Analytics overview
Built on Service Manager (SM) and using an OEM-licensed version of Micro Focus IDOL, SM Smart Analytics heralds the debut of the "Big Data" edition of Service Manager. This powerful SM-IDOL integration drives automation further into ITSM processes by mining unstructured data and by extracting information from different types of data. Smart Analytics in the current release focuses on the following:
- Improving the processes of Help Desk management
- Reducing the time and effort expended on interaction submittals by end users and IT professionals
- Accelerating the process of problem management
- Improving search experience across a variety of internal and external content
Smart Analytics enables your Service Manager to become a more intelligent and efficient system by extracting and understanding your content. In this release, Smart Analytics includes the following features:
With Smart Ticket, you can quickly submit a Service Desk record by just entering a description or attaching a picture. Smart Analytics intelligently populates other fields, such as category or affected services, by extracting and analyzing the content that you entered in the record.
Hot Topic Analytics
Hot Topic Analytics intelligently displays an interactive diagram that indicates the hot topics among recent interactions, incidents, problems, or surveys. Hot Topic Analytics enables you to easily discover common issues, identify escalation candidates, and create new records for escalation based on the selected candidates.
Smart Search enables you to search across a variety of content, including Service Manager records (such as Incidents and Changes), SharePoint documents, static web pages, and KM documents. You can integrate multiple knowledge libraries by configuring different search connectors, so that Service Manager users can search all the information that they can access.
Note In Service Manager, Smart Email and Virtual Agent provide intelligent solutions using these Smart Analytics features.
Install and configure Smart Analytics
Smart Analytics best practices