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 user roles
The Service Desk module has the following user roles:
Service Desk User
The Service Desk User user role has the following responsibilities:
- Report all IT-related requests to the service desk or use the self-service web pages
- Validate solutions and answers that are provided by the IT department to a registered service request
To execute this role, the following tasks are available to the Service Desk User:
Note For an overview of how these tasks fit in the incident management workflow, see
| ITIL Workflows | User Tasks |
|---|---|
| Self-Service user interactions (SO0.1) | |
| User interaction handling (SO0.2) |
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| Interaction closure (SO0.4) |
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Service Desk Agent
The Service Desk Agent user role has the following responsibilities:
- Open interactions based on contact with the user
- Match user interaction to incidents, problems, known errors, or knowledge documents
- Solve and close interactions
- Provide status updates to users on request
- Register incidents based on user interactions and assign them to the correct support group
- Register requests for change, based on user interactions
- Register service requests, based on a user interactions
- Validate solutions provided by support groups
- Report and verify solution to users
- Monitor the Service Level Agreement (SLA) targets of all registered incidents and escalate the incidents if required
- Communicate service outages to all users
To execute this role, the following tasks are available to the Service Desk Agent:
Note For an overview of how these tasks fit in the incident management workflow, see
| ITIL Workflows | User Tasks |
|---|---|
| Self-Service user interactions (SO0.1) |
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| User interaction handling (SO0.2) | |
| Interaction closure (SO0.4) |
Related topics
User roles
Add a user role record
Delete a user role record
Search for a user role record
