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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Close Interaction (process SO 0.4)
When an interaction is solved by a related incident, change, request, or problem 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.
Close Interaction (SO 0.4) is illustrated in the following figure:
Process ID |
Procedure or Decision |
Description |
Role |
---|---|---|---|
SO 0.4.1 |
Close Interaction from linked record |
The Interaction closure is caused by the closure of an Incident, Change, Problem or Service Request, or the submission of a User complaint or compliment. |
Tool |
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 0.4.6. If not, go to SO 0.4.3. |
Tool |
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, go to SO 0.4.5. |
Tool |
SO 0.4.4 |
Send email notification to User |
Email notification is sent to User. |
Tool |
SO 0.4.5 |
User satisfaction survey |
A user satisfaction survey that is automatically generated by the system can be sent out. |
Tool |
SO 0.4.6 | First call resolution? | If the related Service Request or Incident is closed by Service Desk Agent on first contact, go to SO 0.4.5. If not, go to SO 0.4.7. | Service Desk Agent |
SO 0.4.7 |
Check solution completeness |
The Service Desk Agent checks the solution provided by fulfillment team. |
Service Desk Agent |
SO 0.4.8 |
Verify solution with User |
The Service Desk Agent contacts the User and communicates the solution. The user should verify the solution and confirm that the incident is solved, the question or complaint is answered, or the Service Request is fulfilled. |
Service Desk Agent |
SO 0.4.9 | User accepts solution? | If the User accepts the solution, go to SO 0.4.5. If not, go to SO 0.2.1 to register new Interaction. | Service Desk Agent |