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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On-call schedule exceptions
The On Call Information form enables you to define exceptions to the standard notifications and time intervals in the daily schedule. There is an Exceptions tab where you can note deviations from the server time zone and notification method for any operator. For example, consider this scenario and how the Exceptions tab captures schedule variations.
- A European company has headquarters in London, where the corporate server is located.
- The company record specifies that Western European Time (WET) is the default time zone.
- Teresa Thompson is an employee, but she works remotely from California.
- Her manager notes that her Local Time in the On Call Information form is Pacific Standard Time (PST).
- When her manager sends her to Chicago for two weeks of on-site customer support, the manager makes an entry in the Exception Time Zone field that temporarily changes her location to Central Standard Time (CST).
- When she returns to California, the manager removes this exception entry from the on-call schedule form before Service Manager generates the next day's record.
Daily Schedule
Service Manager displays daily schedule information for regular on call dates and times using a relative date and time format that is not dependent on a specific time zone. The relative time format is dd hh:mm:ss. For example, the Servicedesk Agent always begins work at 8:00:00 and stops work at 17:00:00.
Exceptions
Service Manager displays on call exception dates and times using an absolute date and time format. The absolute date and time are for the time zone specified in the On Call Information form. If you omit a time zone, the default value is the time zone in the company record. The absolute time format is mm/dd/yyyy hh:mm:ss. For example, Teresa Thompson worked in the Central time zone only one day. She began work on 03/14/2009 08:00:00, and stopped work on 03/14/2009 at 17:00:00.
Related topics
