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 workflows and user tasks
Every user contact with the Service Desk is logged in an interaction record. User Interaction Management is the process for handling all interactions with the service desk that are received from self-service webpages or directly by service desk personnel.
This process streamlines service desk activities, thereby decreasing the workload for second line support teams.
User Interaction Management workflow
The User Interaction Management process consists of the following workflows and tasks:
ITIL Workflow | Tasks |
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Self-Service user interactions (SO0.1) | |
User interaction handling (SO0.2) | |
Interaction matching and escalation (SO0.3) |
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Interaction closure (SO0.4) |
To view more workflow diagrams and other information about this process, refer to Service Manager Processes and Best Practices that is linked to in the related topics.
Related topics