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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- Knowledege Management Workflows and Tasks
- Contribute and Approve Knowledge Document (ST 7.1)
- Search, View and Utilize Knowledge Document (ST 7.2)
- Search the knowledgebases
- Search for published documents
- Search for hot news
- Search for adaptive learning data
- Search for a solution
- Use a solution from a knowledgebase search
- View adaptive learning data
- Print a knowledge document when using the Windows client
- Print a knowledge document when using the web client
- Maintain and Continually Improve Knowledge (ST 7.3)
- Access Knowledge Management reports
Search, view and utilize knowledge document (ST 7.2)
The Knowledge Base is the central repository of the Knowledge Management system. Service Manager provides powerful search and retrieval functionality for accessing, retrieving, and displaying knowledge documents. Searches can be performed using filters, and even Boolean searches are allowed.
Each type of knowledgebases has different fields that are indexed for searching, so specific search parameters that match the fields in the knowledgebase must be provided. For example, the knowledge articles have a title and author field. When you view an Incident record, the out-of-box system displays the Incident number, description, and solution for closed incident records.
Related topics
Knowledge Management workflows and tasks
Processes and Best Practices