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 |
---|---|---|
A single word | cat
|
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 |
---|---|---|
Two or more words in the same topic |
|
|
Either word in a topic |
|
|
Topics that do not contain a specific word or phrase |
|
|
Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
A combination of search types | ( ) parentheses |
|
Interaction Closure (process SO 0.4)
When an interaction is resolved by the Service Desk on first intake, or solved by a related incident, change, or request that is resolved, the interaction is closed. Based on user preferences, the Service Desk communicates the solution to the user by phone or email.
You can see the details of this process in the following figure and table.
Interaction Closure (SO 0.4) is illustrated in the following figure:
Process ID |
Procedure or Decision |
Description |
Role |
---|---|---|---|
SO 0.4.1 |
Update Interaction from linked record |
The Interaction could involve the closure of an incident, change request, or service request, or the submission of a complaint. |
Service Desk Agent |
SO 0.4.2 |
Notify by phone? |
If the Notify By method states that the user wants to be notified by phone, go to SO 0.4.5. If not, go to SO 0.4.3. |
Service Desk Agent |
SO 0.4.3 |
Notify by email? |
If the Notify By method states that the user wants to be notified by email, go to SO 0.4.4. If not, the User does not need to be notified. |
Service Desk Agent |
SO 0.4.4 |
Send email notification to User |
Send the email notification. |
Service Desk Agent |
SO 0.4.5 |
Check solution completeness |
The Service Desk agent checks the solution provided for all Callback interactions. |
Service Desk Agent |
SO 0.4.6 |
Service Desk Agent accepts solution? |
If yes, go to SO 0.4.7. If not, go to SO 0.4.11. |
Service Desk Agent |
SO 0.4.7 |
Verify solution with the User(s) |
The Service Desk Agent contacts the user and communicates the resolution. The user should verify the solution and confirm that the incident is solved and that the question or complaint is answered, or the Service Request is fulfilled. |
Service Desk Agent |
SO 0.4.8 |
User accepts solution? |
If yes, go to SO 0.4.9. If no, go to SO 0.4.10. |
Service Desk Agent |
SO 0.4.9 |
Close interaction |
The Service Desk Agent closes the interaction. |
Service Desk Agent |
SO 0.4.10 | Reopen or Create new Incident |
The solution provided may not solve the issue for all users. If the solution does not solve the issue for all users, the Service Desk Agent must either reopen the existing record or log the incident. |
Service Desk Agent |
SO 0.4.11 |
Reopen relevant record |
The Service Desk agent reopens the incident for further investigation and diagnosis. |
Service Desk Agent |