Searches

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.

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)`

When logged in with a consumer or orgadmin role, you can search each application's information using its search feature. Additionally you can search Service Manager Service Portal more broadly using the Search Service Portal feature available in Service Manager Service Portal Launchpad and in the Request Support application.

Search Shop, Request Support, and Knowledge applications use Intelligent Data Operating Layer (IDOL) for searches.

IDOL Search Quick Tips

Following are several basic IDOL search tips.

Wildcard search - Use wildcards in the search string. A question mark (?) represents a single character; an asterisk (*) represents any number of characters.

Exact phrase search - Enclose the search string in double quotation marks ("). This forces IDOL to search only on the exact string, and not for results that appear relevant even though the exact search string was not found.

Boolean Search - Search on a Boolean expression using operators AND, NOT, OR, and others.

Search Service Portal

Enter text in the Search Service Portal text box and then click the search icon

to search for relevant content. Content searched includes that found in the Shop, Knowledge, and Request Support applications. The search results view lists relevant content, as well as a list of applications in which the content was found. Click on a search result to navigate to that specific content, or click on an application to view more detailed search results for that application only.

The Search Service Portal text box provides a type ahead feature that supports multiple words and sentences. When you type more than two characters in the text box, the system automatically displays the Suggested search list and the Suggested result list. If you want to trigger Suggested search with one or two characters, enter the characters and press the Tab key.

The Suggested search list lists the recommended search terms and highlights your search term. You can select a term in this list to open a search result page. The Suggested result list lists a series of suggested search results and highlights your search term in the titles and descriptions. You can select a result in this list to open the target ticket.

Meanwhile, Service Portal also provides correction when the system cannot find any matches for your search terms. For example, if you type iphoen in the Search Service Portal text box and then system cannot find a match in the search results, the system automatically suggests iphone.

Tip

The system displays up to four suggested search terms and two suggested search results.
The system caches your search terms and phrases in the web browser. If you click the Search Service Portal text box without any input, the system lists your last five recent search terms in chronological order.

Sort Search Results

By default, search results are displayed with most relevant first. Use the drop-down list to sort by newest, oldest, price, alphabetical, reverse alphabetical, and so on.

Filter Search Results

Refine the results of the content displayed by selecting a specific application whose content is to be searched. Use the application drop-down list to select all available applications or one specific application. Content searched includes data found in the Shop, Knowledge, and Request Support applications.