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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Enable streamlined interaction
Applies to User roles: System Administrator
To enable the streamlined interaction solution, follow these steps:
- Click Service Desk > Administration > Settings in the System Navigator, and then clear the Enable “Create New Interaction” Menu Entry option.
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Manually change the workflows that are associated to interaction categories to the streamlined interaction workflows according to the following table:
Interaction category
Associated workflow in SM Codeless (Out-of-box)
Workflow for streamlined interaction Fulfillment process to be triggered from a streamlined interaction
incident
ServiceDesk
Streamlined Service Desk
Incident Management
request for information
ServiceDesk
Streamlined Service Desk
Request Fulfillment
problem
ServiceDesk
Streamlined Service Desk
Problem Management
service request
ServiceDesk
Streamlined Service Desk
Request Fulfillment
request for administration
ServiceDesk
Streamlined Service Desk
Request Fulfillment
request for change
ServiceDesk
Streamlined Service Desk
Change Management
support catalog
N/A
Streamlined Service Desk
Support Catalog (Request a non-cart item)
After you order a support catalog item, based on the connector definition of the ordered item, a fulfillment record is created and linked to the interaction.
service catalog
Service Catalog
Streamlined Service Catalog
Service Catalog (Request a service catalog item or bundle)
After you order an item or bundle, based on the connector definition of the ordered item or bundle, one or more fulfillment records are created and linked to the interaction.
complaint
ServiceDesk Streamlined Complaint or Compliment
Complaint process (the "Streamlined Complaint or Compliment" workflow) in Service Desk.
compliment
ServiceDesk Streamlined Complaint or Compliment
Compliment process (the "Streamlined Complaint or Compliment" workflow) in Service Desk
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Manually activate the "support catalog" interaction category (that is, set the Active setting to TRUE).
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(Optional) Enable the following out-of-box views for Streamlined Interaction by changing the Audience and Ownership from the default value ("falcon") to the appropriate operators in your organization:
Folder:
- Streamlined Service Desk
Views:
- Interactions with initial Process Target – Breached;
- Interactions with initial Process Target – Breach within 1 hour;
- Interactions with initial Process Target – Breach within 4 hours;
- Open Complaints and Compliments Assigned to Me
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Log out and log back on.
Now, the streamlined interaction is enabled and you can create streamlined interactions from Service Desk > Create Streamlined Interaction.
Note If Smart Analytics is enabled, the menu entry for streamlined interaction is still Create Smart Interaction after you enable streamlined interaction, but the underlined interaction workflows are now supported by streamlined interaction. For more information, see Consolidated menu entry for interaction creation.
Related topics
