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 |
|
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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
|
| A combination of search types | ( ) parentheses |
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Service Desk security profiles mappings
If you have upgraded from a previous version of Service Desk, which is not Process Designer based, see the following tables for Service Desk security profiles mappings.
Mapping between previous security profiles and current PD security roles
The following table lists the mapping relationship between previous Service Desk security profiles and current PD security roles in the Service Desk module.
| Security Profile | Security Role/Area |
|---|---|
| DEFAULT | DEFAULT/Service Desk |
| approver | approver/Service Desk |
| helpdesk tech | helpdesk tech/Service Desk |
| initiator | initiator/Service Desk |
| self service | self service/Service Desk |
| service desk agent | service desk agent/Service Desk |
| service desk manager | service desk manager/Service Desk |
| sysadmin | sysadmin/Service Desk |
| N/A | service desk analyst/service desk process owner/Service Desk |
Field mapping between security profiles settings and PD security rights/settings
The following table lists the mapping of fields in legacy Service Desk security profiles and Process Designer security roles.
| Security profile settings | Process Designer security rights and settings |
|---|---|
| New | New |
| Close | Delete/Close |
| Update | Update |
| View | View |
| Can notify | |
| Alternate views | |
| Advanced Search | |
| Template Mass Update | Expert |
| Complex Mass Update | |
| Approval groups | Approval Groups |
| Allowed Statuses | Allowed Statuses |
| Can Create Personal Views | Can Create Personal Views |
| Can Create System Views | Can Create System views |
| Lock on Display | Lock on Display |
| Modify Templates | Modify Templates |
| Delegate Approvals | Can Delegate Approvals |
| Initial view | Initial View |
| List Format | List Format |
| Manage Format | Manage Format |
| ESS initial format | ESS initial format |
| ESS edit format | ESS edit format |
| ESS search format | ESS search format |
| ESS list format | ESS list format |
| Default Template | Default Template |
| Append query | Append query |
| New Thread: View -> Search | New Thread: View -> Search |
| New Thread: Search -> List | New Thread: Search -> List |
| New Thread: List -> Edit | New Thread: List -> Edit |
| New Thread: View -> Edit | New Thread: View -> Edit |
