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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- Use
Service Desk help hub
You can use Service Manager Service Desk to restore normal service to your users as quickly as possible by resolving interactions on first contact or by immediately escalating interactions for proper handling. Service Desk helps you manage all user interactions, whether they are reported by using Self-Service website or directly to your service desk.
User roles
Describes the ITIL user roles as implemented by Service Manager.
Key concepts
Describes the most important things that you need to know about how the Service Desk module functions.
What is a Service Desk interaction?
Service Desk out-of-box categories
Related records in Service Desk
Working with Service Desk interaction records
User workflows
Describes the ITIL workflows as implemented by Service Manager and the sub tasks that end users need to perform to execute the workflows.
Self-Service user interactions (SO0.1)
User interaction handling (SO0.2)