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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Service Desk application
The Micro Focus Service Manager Service Desk application incorporates the ITIL best practices that are used by organizations worldwide to establish and improve their capabilities in service management.
It provides a central Service Operation function, coordinating the efficient and effective delivery of services to end users and enabling various improvements, including the following:
- Improved customer service and satisfaction
- Increased accessibility through a single point of contact and information
- Better quality and faster turnaround of customer or user requests
- Improved teamwork and communication
- Enhanced focus and a proactive approach to service provision
- Improved usage of IT resources and increased productivity of all users
The Service Desk application enables a Service Desk agent to document and track user interactions. Service Desk provides one-click access to other Service Manager applications to automatically enter information received.
The Service Desk application covers:
- Direct interactions between a user and the service desk by phone or by email
- User activities that occur from use of the self-service web portal (for example, searching the knowledge base, checking for status updates, or logging an interaction).
One of the best practices that derives from ITIL’s service desk function is that user interactions should not be saved and updated later. Therefore, the Service Desk application requires resolving any new complaints or compliments within the agreed upon time limits and then closed, or triggering fulfillment processes for the other types of interactions. The information gathered during the customer interaction can be used to open an incident, service request, or other fulfillment records. It can also be added to a record in another Service Manager application such as Incident Management.
