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 |
|---|---|---|
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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
Service Catalog support
When a user (the service recipient) submits a Service Catalog request through the SRC or ESS portal, a Service Desk interaction is created in the “Service Catalog” category to help you fulfill the Service Catalog request for the service recipient.
A Service Desk agent can also submit a Service Catalog request on behalf of a user requesting the service. The request triggers Service Desk interaction.
Order from Service Catalog
Applies to User roles: Service Desk Agent
You can submit a Service Catalog request on behalf of a user requesting the service (the service recipient). The request triggers Service Desk interaction.
To register a Service Catalog request on behalf of a service recipient:
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Click Service Desk > Create New Interaction, and then select a category if no default category is configured.
The Interaction Details screen is displayed.
Note If the interaction is initially registered in the "service catalog" category and you do not follow the steps in this section to order from catalog, a message will pop up to remind you that you can order from catalog:
The shopping cart is empty now. You may order enterprise products and services from service catalog via “Order from Catalog” in the more options list. - Click the cursor into the Service Recipient field.
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Click the Fill Field button immediately to the right of the Service Recipient field.
The Search Contact Information screen is displayed.
- Click the cursor into the Contact Name field and click Search.
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Click the name of the person whose request you will fill.
That person’s name appears as the service recipient.
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Using the More drop-down list, select Order From Catalog.
Note The Order From Catalog option is only available for interactions in "Logging" or "Categorization" phase. For interactions in other phases that need order from catalog, if the interaction is not escalated and is not a service catalog request or support request, you can change the interaction category to "service catalog" or change the interaction status to "Categorize", then the interaction will move to the "Categorization" phase, where the Order From Catalog option is available.
- Add items to your cart by doing one of the following:
- Search for the desired cart items:
The items for which you search are filtered against the service recipient's capability words. Items that match the search criteria do not display in search results unless the service recipient has the required capability words. - Select from Most Popular Requests:
The Most Popular Requests list displays only the cart items that are allowed by the service recipient's capability words. - Browse the service catalog:
The service catalog displays only the categories, items, and bundles that are allowed by the service recipient's capability words.
- Search for the desired cart items:
- After you add the desired items to your cart, click View Cart.
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If needed, click Remove to remove an item or click View Catalog to add more items to your cart, and then click View Cart again.
Note Be sure to click View Cart each time before you click Return to Request in the next step; otherwise Service Manager will ask if you wish to cancel. If you select Yes, your requested items will be canceled.
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Click Return to Request.
- Fill in the blank fields on the Interaction Details screen. Fields with asterisks require an entry.
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Click Save.
The catalog items you requested appear in the Catalog Items section of the interaction record.
