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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- Service Desk agent tasks
- Accept a chat request
- Create an additional Interaction from chat
- (Optional) Provide support using Smart Search
- Participate in multiple conversations
- Search for a Service Desk chat request record
- Invite participants
- Remove participants
- Close a chat request
- Quit a conversation
- View reports for End User Chat
Create an additional Interaction from chat
Besides the new Service Desk chat record that is automatically created when an end user starts a chat, Service Manager also opens a new associated Interaction record when a Service Desk agent accepts a chat request. Depending on the chat outcome, you can create an additional Interaction from the chat so that the Service Desk chat ticket can be related to multiple Interactions.
To create an additional Interaction from chat, click More > Create Interaction from the conversation window. Service Manager automatically creates a new Interaction record with some prefilled information, including Contact, Location, Title, Description, and so on. You can update the rest of this Interaction record at any time during the conversation.
Tip You can configure which fields can be mapped from a Service Desk chat request record to an Interaction record by updating the screlate.sdchat.incidents.bg link in Service Manager.
