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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Scenario 10
The Line of Business registers and assigns an Incident to the Central IT. The Central IT should assign the Incident to Service Provider 2, but incorrectly assigns the Incident to Service Provider 1.
Scenario description:
In this scenario, an end user creates an Incident. The Line of Business registers and assigns the Incident to the Central IT. The Central IT incorrectly assigns the Incident to Service Provider 1, who is not responsible for the Incident and then rejects the Incident. The Central IT then assigns the Incident to Service Provider 2.
Action | Description |
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1 New Incident | A user calls the Line of Business to create a new Incident. |
2 Assignment | The Line of Business assigns the Incident to the Central IT. |
3 Assignment | The Central IT assigns the Incident to Service Provider 1. |
4 Reject |
Service Provider 1 rejects the Incident. The Incident ownership is back to the Central IT, who reviews the update from Service Provider 1. |
5 Assignment | The Central IT assigns the Incident to Service Provider 2. |
6,7 Solved | Service Provider 2 solves the Incident, and the solution is passed to the Line of Business. |
Updates | Updates can happen on either side. Case Exchange transfers the update to the other side when needed. |
8 Closed | Line of Business confirms the solution with the end user and closes the Incident. |
Background | |
Updates | Updates in any of the systems are transferred to the other side. |
Acknowledge | Each time data is transferred, an Acknowledgment has to happen. |