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
|
| 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
Create a self-service request
Applies to User roles: User
If you cannot find an existing solution to your incident or problem in the knowledge base, you can create a self-service request for a Service Desk Agent to resolve.
To create a self-service request, follow these steps:
- Click Submit a Request.
- In the Submit a Request window, verify the Service Recipient and Primary Contact fields.
- Select your notification preferences in the Notify By field.
- Select the Urgency of your issue.
- Type a title and a description for your issue.
- Click Add Files, and then follow these steps to add any relevant attachments:
- Click Browse to locate your attachment.
- Select the file to add.
- Click OK.
Note Service Desk agents or other operators can access your submitted attachments directly from the fulfillment records that are linked to your request.
-
Click Submit.
Note After you submit your self-service request, Service Manager automatically creates the corresponding fulfillment record in the system so that your self-service request can be handled appropriately.
Related topics
Close a self-service request
View a self-service request
Update a self-service request
Resubmit a self-service request
