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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Mass close interaction records
Applies to User roles: System Administrator
The Mass Close function enables a user to select and then close a set of incident or interaction records simultaneously. For the out-of-box systems, the ADMIN and SYSADMIN profiles include the Mass Close capability. In Service Desk, you can use Mass Close for interaction lists and interaction queues. In Incident Management, you can close multiple incident records.
For the out-of-box systems, the ADMIN and SYSADMIN profiles include the Mass Close capability. You can use Mass Close for interaction lists and interaction queues. Choose one of the following methods to mass close interactions.
Mass close interaction records after searching for interactions
To mass close interaction records after searching for interactions:
- Click Service Desk > Search Interaction Records.
- Use Search to display a list of interaction records.
- Select the records in the record list you want to close.
- Click Mass Close.
- Edit the text present for the resolution of the interaction or accept the text.
- Click Finish.
Mass close interaction records from the Interaction Queue
To mass close interaction records from the Interaction Queue:
- Click Service Desk > Interaction Queue.
- Specify the Queue and the View.
- Select the records in the record list you want to close.
- Click Mass Close in the More Actions menu.
- Specify the Resolution Code. Use the Fill icon to display a list of available codes.
- Click Next.
- Accept or edit the text in the Resolution text box.
- Click Finish.
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