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.
Search for | Example | Results |
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A single word | cat
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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. |
Search for | Operator | Example |
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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 tasks
- Self-Service user interactions
- 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
- Interaction matching and escalation
- Interaction closure
- Miscellaneous tasks
User interaction handling (SO0.2)
The Service Desk is responsible for handling all user interactions that are received by the self-service web portal, email or phone. The Service Desk attempts to resolve an interaction on first contact when the user makes first contact with the Service Desk.
Related topics
Service Desk overview
User Interaction Management
Service Desk workflows and user tasks
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
Cancel a new Service Desk interaction
Reopen an incident