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". |
|
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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- Use
- Service Desk
- Service Desk (Streamlined Interaction)
- Incident Management
- Problem Management
- Change Management
- Request Fulfillment
- Configuration Management
- Knowledge Management
- Service Catalogs
- Service Level Management
- Smart Analytics
- Service Manager Reports
- Service Manager Collaboration
- Survey
- Service Manager Service Portal Consumer Help
Service Desk (Streamlined Interaction) help hub
You can use Service Manager Service Desk to log user requests and trigger appropriate fulfillment processes for proper handling. Service Desk helps you manage all user interactions, whether they are reported by using Self-Service website or directly to your service desk.
Note The topics in this section are based on the Streamlined Interaction solution, which is introduced as of Service Manager 9.41. The Streamlined Interaction feature is optional and is disabled by default. You need to manually enable it before you read the topics in this section. To enable the Streamlined Interaction solution, see Enable streamlined interaction.
If you want to read the help topics for the out-of-box Service Desk module (Codeless mode), see the help content in Service Desk help hub.
User roles
Describes the ITIL user roles as implemented by Service Manager.
Key concepts
Describes the most important things that you need to know about how the Service Desk module functions.
What is a Service Desk interaction?
Out-of-box Service Desk categories
Working with Service Desk interaction records
Working with Service Desk interaction records
User workflows
Describes the workflows used by Service Manager and the sub tasks that end users need to perform to execute the workflows.
Service Desk workflows and user tasks
