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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Visible updates for self-service requests
When a self-service user makes an update to an open request, the user can view the update text in the History section of the interaction record. When a Service Manager operator views the same record, the Activities section has three subsections that relate to updates.
- Record new activities on the Updates section
- View journal entries on the Journal Updates section when the administrator enables Journal Updates in the Environment record
- View the updates in the list of updates for an activity type
When the operator makes an update to an open self-service request, Service Desk hides the update text from the self-service user. To show the update text to the self-service user, the operator must select the Visible to Customer check box in the Activities section of the interaction form.
Note This option can be bypassed by setting the Bypass Visibility Option flag to “true” in the activityactions table. When this flag is set to “true,” automatic activities are invisible to customers, whether the Customer Visible option is selected or not. When the flag is set to “false,” all activities are visible to customers if the Customer Visible option is selected.
Related topics
Self-service
Who uses self-service?
Self-service licenses
Configuring the self-service working environment
