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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- 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
View a self-service request
Applies to User roles: User
You can view your service requests to view the status of any outstanding interactions or to view a list of all your past requests.
To view a self-service request, follow these steps:
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Click View Open Requests or View Closed Requests to display a table of requests and the status of each request.
The status of a Service Desk interaction is based on the status of its fulfillment record:
- Once the fulfillment record is created and linked to the interaction, the interaction status moves to “Dispatched” automatically.
- Once the fulfillment record is in the “Pending Customer” status, the interaction status moves to “Pending Customer” automatically.
- Once the fulfillment record is abandoned or closed, the interaction status moves to “Closed” automatically.
- If the fulfillment record is an incident, when the incident moves to the "Resolved" status, the interaction status also moves to “Resolved” automatically.
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Select the Service Desk interaction record that you want to view.
- Click Back to return to the list of service requests.
Related topics
Self-service access
Searching records
Create a self-service request
Update a self-service request
Resubmit a self-service request
Close a self-service request
