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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- Service Desk workflows and user tasks
- Access Interaction Management reports
- Request a Service Catalog item or bundle
- Create a self-service request
- Close a self-service request
- Resubmit a self-service request
- Update a self-service request
- View a self-service request
- Create a new Service Desk interaction
- Update an interaction record
- Cancel a new Service Desk interaction
- Close a first-time resolved Service Desk interaction
- Close an existing Service Desk interaction
- Using mass update with Service Desk interaction record lists
- Set a reminder for an interaction record
- Check request fulfillment status by Service Manager Service Portal order or request number
- Service Catalog support
- Callback mechanism
- Example: Service Desk Workflow
Close a first-time resolved Service Desk interaction
Applies to User roles: Service Desk Agent
You can close a Service Desk interaction on first intake if you are able to resolve the interaction for the user in the Logging phase.
To close a first time Service Desk interaction:
- From the System Navigator, click Service Desk > Create New Interaction or search for an existing interaction.
- Specify the information in the mandatory fields.
- Type a solution for the interaction.
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Click the Close Interaction button in the toolbar.
Service Manager displays the Close Interaction page.
- Select a Completion Code for the interaction from the drop-down list.
- (Optional) Type any Completion Comments.
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Click Finish.
The status of the interaction changes to Closed. The interaction is removed from the Interaction To Do list.
Related topics
