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 (Streamlined Interaction)
Service Desk Overview (Streamlined Interaction)
The Micro Focus Service Manager Service Desk application, referred to as Service Desk throughout this chapter, supports the service desk function of the Information Technology Infrastructure Library (ITIL) with its User Interaction Management processes for the IT service and the customer base. The Service Desk application provides a single point of entry to the other Service Manager applications and enables you to document and track all calls received by the service desk.
Service Desk incorporates the essential concepts of ITIL to ensure that the best practices of IT service management are applied to the service desk to aid end customers, ensure data integrity, and streamline communication channels in the organization.
This section describes how Service Desk implements the best practice guidelines for the Service Desk Interaction Management processes.
Topics in this section include:
