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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Streamlined Interaction introduction
To increase IT agents’ efficiency and to enhance user experience, Service Manager introduces a new, streamlined interaction solution as of version 9.41. This streamlined interaction solution provides the following features and benefits:
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A simplified, intuitive form for interaction logging that requires fewer fields to fill and fewer clicks
Note The interaction records still exist at the portal level only to exchange updates with the IT customers.
- A streamlined workflow that requires fewer steps in interaction handling
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A much easier way to manage recall and to measure process KPIs with all information at the same place
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Status synchronization between interaction and fulfillment records:
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End users have full visibility of fulfillment status
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IT agents can focus on fulfillment records
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- Visibility on the attachment of interaction in the fulfillment record
- Consolidated menu entry for interaction creation, which is based on whether Smart Analytics and the streamlined interaction solution are enabled or not
Note The streamlined interaction solution is disabled by default. This enables you to continue to use your existing interaction workflows without any issues or additional configuration after you upgrade to the current version of Service Manager.
To use the new streamlined interaction solution, simply manually enable it after you upgrade to Service Manager Codeless or Service Manager Hybrid (version 9.41 or later). For information about how to enable the streamlined interaction solution, see Enable streamlined interaction.
Once you enable the streamlined interaction solution, it replaces the previous interaction solution .
Related topics
Service Desk overview
Working with Service Desk interaction records
Associating a Service Desk interaction with another application record
