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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.

ClosedWords 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.
ClosedUsing Boolean Operators
Search for Operator Example

Two or more words in the same topic

AND and

+ (plus symbol)

& (ampersand)

cat AND dog

"cat food"+milk

"cat food"&"dog food"

Either word in a topic

OR or

| (pipe)

cat OR dog

cat | dog

Topics that do not contain a specific word or phrase

NOT not

! (exclamation point)

NOT cat

! dog

Topics that contain one string and do not contain another ^ (caret) cat ^ mouse
A combination of search types ( ) parentheses

cat + (dog | mouse)

cat | dog + (! mouse)

Service Manager
  • Incident Management user tasks
    • Incident logging
    • Incident assignment
    • Incident investigation and diagnosis
    • Incident resolution and recovery
    • Incident closure
    • Incident escalation
    • Service level agreement monitoring
    • OLA and UC monitoring
    • Complaint handling
      • Handle complaints
    • Miscellaneous tasks
Use > Incident Management > Incident Management user tasks > Complaint Handling (SO2.9)

Complaint Handling (SO2.9)

Complaint handling is the process by which the Service Desk Manager handles complaints. The complaint category is typically used to indicate less than satisfactory service received by a user in the support or service delivery categories.

Related topics

Incident Management overview
Alerts and escalation
Service Desk overview
Associating a Service Desk interaction with another application record

Handle Complaints

Incident Management workflows and user tasks
Processes and Best Practices

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