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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- User interaction handling
- Register a complaint
- Register a request for change
- Register a service catalog request
- Register an incident
- Register a request for information
- Update an interaction record
- Check request fulfillment status by Service Manager Service Portal order or request number
- Cancel a new Service Desk interaction
- Reopen an incident
Reopen an incident
Applies to User roles: Service Desk Agent
If a user who is not satisfied with the solution provided for a previously registered interaction contacts you, you can reopen the incident record to address the user's concerns.
Note You cannot reopen an incident record if more than two weeks have passed since you notified the user of the solution. In this situation, create a new interaction record.
To reopen an incident, follow these steps:
- Click Service Desk > Search Interactions.
- Use search or advanced search to find one or more records.
- Double-click the interaction record to open it.
- Open the Related Records section, locate the incident, and then double-click the incident record ID to open it.
- Click Reopen, and then click Save.
Related topics
What is a Service Desk interaction?
Working with Service Desk interaction records
Associating a Service Desk interaction with another application record
More Actions menu
Searching records
Register an incident
Register a complaint
Register a request for change
Register a request for information
Register a service catalog request
