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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Open a Support Request
Concepts
Open a support request to submit a question to customer support. Open a support request when, for example, you need to request a new service or new hardware, or when you are experiencing a service outage.
Tasks
Open a Support Request
- In the Service Manager Service Portal Launchpad, click the Request Support tile.
- Enter a phrase or question in the search text box, and click the search icon . Items related your entry will be listed under the Knowledge and Support Catalog tabs.
- If no content listed meets your needs, under Support Catalog click on the Create a generic support request field to open a new support issue.
- Enter a detailed description in the form and complete all required fields.
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If needed, add one or more attachments in the Attachments section. For example, a screenshot of the error message.
Note If Smart Analytics is enabled in Service Manager, the Smart Ticket OCR feature will by default save and display the extracted image content in the Description field of your request.
- Click Submit when ready, or Cancel if you do not want to submit this request.
Related Topics
View and Update a Support Request