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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Service Desk chat module
As of version 9.50, Service Manager introduces a minimum Service Desk chat module to handle end user chat requests. Service Manager automatically creates a Service Desk chat request record as long as an end user starts a chat. When a chat is closed or a chat request is canceled, the corresponding chat request closes asynchronously by the Process Designer rule engine.
Service Desk chat request form details
The following table identifies and describes some of the features on the Service Desk chat request forms.
Label | Description |
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Chat ID | The system-generated unique ID for this Service Desk chat request. |
Phase |
This is a system-generated field. These phases are available out-of-box:
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Assignment Group |
The group assigned to accept the Service Desk chat request. The Service Desk assignment group is available out-of-box. |
Contact | The name of the service recipient from whom the end user chat was initiated. This field ensures that the correct person will be notified about updates to the interaction. |
Assignee | The name of the person who accepted the Service Desk chat request. This person is a member of the assigned support group. Assignees may belong to one or multiple assignment groups, based on the needs of your company. |
Chat Bot | The name of the virtual agent which accepted the Service Desk chat request. |
Affected Service |
The Affected service is the user’s individual and department subscriptions that can be defined in Service Manager. This field is populated with data from the end user input. These business services are available out-of-box:
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Chat ended by end user | Displays a check mark in the check box if the chat was terminated by the end user. |
End Reason |
Displays an end reason if the chat was terminated by the end user. These end reasons are available out-of-box:
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Description |
A detailed description of the end user's problem. This field is prepopulated with input from the end user. |
Closure Code |
Displays a closure code if the chat was closed by the Service Desk agent. These closure codes are available out-of-box:
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Workflow tab |
Displays a figure of Service Desk chat workflow. It also indicates the current phase which the chat request is in, and traces the phase transition history. These phases are available out-of-box:
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Related Records tab | Displays the related Interaction record. |
History tab |
Displays the related history of the Service Desk chat request. These fields are available out-of-box:
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Activity tab |
Displays the activities of the conversation being opened and the OO flow execution results when an end user triggered an OO flow during the chat. See Set up End User Chat automation for more information. |