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.
Search for | Example | Results |
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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. |
Search for | Operator | Example |
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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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Request Closure (process SO 3.6)
Once the Service Request activities are completed, the Financial Management process might be involved for fulfillment cost billing. When the closure action happens, request categorization should be checked and confirmed. When a request is closed, Service Desk will be notified of the completion status, and the Service Desk will communicate with User or Requester on the fulfillment result. User satisfaction survey can also be carried out for some requests.
The following user role can perform Request Closure:
- Request Coordinator
Details for this process can be seen in the following figure and table.
The Request Closure workflow is illustrated in the following figure:
Process ID |
Procedure or Decision |
Description |
Role |
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SO 3.6.1 |
Fulfillment cost billing |
The Financial Management process will need to be notified of any costs incurred by the fulfillment activities. |
Request Coordinator |
SO 3.6.2 |
Closure categorization |
When the closure action happens, request categorization will be checked and confirmed. If the categorization subsequently turns out to be incorrect, Request Coordinator will update the request record so that a correct closure categorization is recorded for the request. Request Coordinator can ask for advice or guidance from the fulfillment groups as necessary. |
Request Coordinator |
SO 3.6.3 |
Service request closure |
When the Service Request is formally closed, Service Desk will be notified of the completion status and the related Interaction will be updated accordingly (SO 0.4.1). Service Desk then communicates with User or Requester on the fulfillment result. In case User or Requester is unsatisfied with the fulfillment result, the request record may be re-opened. |
Request Coordinator |
SO 3.6.4 |
User satisfaction survey |
A user satisfaction survey can be carried out for the agreed percentage of closed requests. |
Request Coordinator |