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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- Contribute and Approve Knowledge Document (ST 7.1)
- Create a knowledge document
- Link a knowledge document to another
- Preview and view a document
- Submit a document for approval
- Contribute hot news
- Create a working copy of a knowledge document
- Create knowledge from an interaction, incident, problem, or known error
- Notify service subscribers of the publication of a document
- Edit a document in place
- Add feedback to a knowledge document
- Submit a document for revision
- Submit a document for review
- Accept a document
Contribute hot news
User role: System Administrator, KMAdmin, KCS I, KCS II, KCS III
Hot news entries contain very recent information regarding server outages or other infrastructure failures. Hot news can also include solutions to a new incident or problem.
To contribute hot news, follow these steps:
- Click Knowledge Management > Contribute Knowledge.
- Double-click the document type from the list.
- Type a title and summary for hot news.
- Specify an expiration date for the hot news document. This is the date by which the document content should be reviewed for accuracy and timeliness.+
- Select a document category for the hot news on the Categorization/Flags tab.
- Check the Hot News check box on the Categorization/Flags tab.
- Use the calendar to specify a Valid from and Valid to date range. These dates specify when the document is marked as hot news so that a hot news search displays the document. You can specify a date in the future for the document to become hot news and a date when the document is no longer hot news.
- Use the rich-text editor to enter text for the hot news.
- Click the Preview button to preview the hot news document.
- Click the applicable button to submit the document for approval or to publish the document immediately.
