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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What is a self-service power user?
A self-service power user has two ways to access Service Desk. The access method depends on the task to complete:
- They have a Service Desk profile that enables them to log on to Service Desk (or other Service Manager applications) using the Windows client connection dialog or any valid Web client URL to view, add, update, or delete records. For example, the user has a Service Desk profile that enables the user to take service requests and provide services to a user community.
- They have a self-service profile that enables them to initiate service requests through a self-service URL. For example, a self-service user can use this feature to request services.
The following table shows how a user can access Service Manager in self-service or power user mode.
| URL | Description |
|---|---|
| http: //server_name: port_number/SM/ess.do | The standard Web client interface for self-service users. The viewrecordlist parameter is disabled. |
| http: //server_name: port_number/SM/index.do | The standard Web client interface for power users. Self-service mode using the parameters set in the web.xml file. |
| http: //server_name: port_number/SM/accessible_ess.do | The accessible Web client in self-service mode. The viewrecordlist parameter is disabled because it does not conform to accessibility requirements. |
Related topics
Self-service
Who uses self-service?
Creating self-service users
Self-service template record
Add a user role record
Delete a user role record
Search for a user role record
Create a self-service user
Create a self-service user from an existing contact
Create multiple self-service users from a contact list
Grant self-service access
