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
|
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. |
Using Boolean Operators
| 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 categories
The category hierarchy was designed to support the ITIL 2011 model of service-centric support. It is a natural-language-based hierarchy meant to enable the Service Desk Agent to easily classify the Interaction. The three-level hierarchy (category, subcategory, and area) creates a “sentence” that clearly and uniquely defines the issue without ambiguity.
The category determines which process the record belongs to. Combined with the subcategory and area, it also is used for to report results and to determine the knowledgebase assignment for the event.
Note Since the category values represent best practices, customizing this data is not expected. The subcategory and area fields can be customized; however, they should cover the scope of the IT Service provisioning in natural language definition and should remain unmodified. If you choose to customize the subcategories and areas, be sure to set them up in a natural easy-to-follow hierarchy.
The categories, subcategories, and areas that come with Service Desk out-of-box are captured in this table.
|
Category |
Subcategory |
Area |
|---|---|---|
|
complaint |
service delivery |
availability |
|
complaint |
service delivery |
functionality |
|
complaint |
service delivery |
performance |
|
complaint |
support |
incident resolution quality |
|
complaint |
support |
incident resolution time |
|
complaint |
support |
person |
|
incident |
access |
authorization error |
|
incident |
access |
login failure |
|
incident |
data |
data or file corrupted |
|
incident |
data |
data or file incorrect |
|
incident |
data |
data or file missing |
|
incident |
data |
storage limit exceeded |
| incident | facilities | hardware failure |
| incident | facilities | miscellaneous |
| incident | facilities | supplies |
|
incident |
failure |
error message |
|
incident |
failure |
function or feature not working |
|
incident |
failure |
job failed |
|
incident |
failure |
system down |
|
incident |
hardware |
hardware failure |
|
incident |
hardware |
missing or stolen |
|
incident |
performance |
performance degradation |
|
incident |
performance |
system or application hangs |
|
incident |
security |
security breach |
|
incident |
security |
security event/message |
|
incident |
security |
virus alert |
| request for administration | grant access | grant access |
| request for administration | other | other |
| request for administration | password reset | password reset |
|
request for change |
service portfolio |
new service |
|
request for change |
service portfolio |
upgrade / new release |
|
request for information |
general information |
general information |
|
request for information |
how to |
how to |
|
request for information |
status |
status |
|
service catalog |
service catalog |
service catalog |
