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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Check activity logs of an Incident record
You can view the log of the activities that occurred to an Incident record in two sections:
- The Activities section: This section displays the log of all the activities that occurred to the Incident record, including the Case Exchange tasks.
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The Case Exchange section: This section only displays the log of all the Case Exchange tasks. This section is available only when the following conditions are true:
- A Case Exchange integration instance is active.
- The Incident record had a Case Exchange task.
For more information about the Case Exchange section, see Audit and logging.
To check the activity log of an Incident record from the Activities section, follow these steps:
- Click Incident Management > Search Incidents.
- Use search or advanced search to find one or more records.
- Expand the Activities section and check the activity log.
To check the log of Case Exchange tasks, follow these steps:
- Click Incident Management > Search Incidents.
- Use search or advanced search to find one or more records.
- Expand the Case Exchange section, expand the Log subsection, and then check the log of the Case Exchange tasks.
Related topics
