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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Escalate Interaction solution matching
Depending on your selection, the Escalate Interaction wizard opens one of the following wizards:
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Escalate Interaction - Incident
You can escalate Interactions in the following categories to Incident:
- compliant
- incident
- request for information
- request for administration
When you escalate an interaction, you can use queries to search for known errors, incidents, or problems matching the title, CI or service value of the interaction. If you find matching records, you can link the records to the interaction.
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Escalate Interaction - RFC
You can escalate Interactions in the following category to RFC:
- request for change
Option 1: If change is open on Category in settings, when escalating an interaction to an RFC, a list of change categories is displayed from which the category for the new change request can be selected.
Option 2: If change is open on Change Model in settings, when escalating an interaction to an RFC, a list of Change Models is displayed from which the Change Model for the new change request can be selected.
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Escalate Interaction - Request
You can escalate Interactions in the following categories to Request:
- Request for information
- Request for administration
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Escalate Interaction - Problem
You can escalate Interactions in the Problem category to Problem.
