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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Chat button (End User Chat only)
Both the Service Manager Service Portal and the ESS portal provide a chat button for the end users to start a chat. Various statuses of the chat button are illustrated in the following screenshots:
Status |
Description |
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Displays a swirling ellipsis when the system is loading to launch End User Chat. | |
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Displays the initial status of the chat button. You can click this button to start a chat. See Start/End a live chat for more information. |
When the End User Chat window is minimized, displays a flashing ellipsis if you are waiting for a Service Desk agent or a virtual agent (Sage) to join the chat. | |
The Service Desk agent's photo / the virtual agent's photo | When the End User Chat window is minimized, displays the photo of the Service Desk agent or the virtual agent who has accepted the chat request. |