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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Submit a smart request
User role: IT Operator
If you have installed and enabled Service Manager Smart Analytics, Submit a Smart Request is automatically added to leverage the power of the Smart Ticket feature. You can tap Submit a Smart Request to open a new, simplified request form that only requires “description” or “attachment” to submit a request, which simplifies the process of submitting the ESS support requests.
To submit a smart request, follow these steps:
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Tap Submit a Request on the bottom of the screen. You can also tap the menu icon , and then tap Submit a Smart Request in the menu.
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Tap to attach an image file. For example, a screenshot of the error message.
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(Optional) Type the comment for your request.
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Tap Submit to submit the request.
Service Manager Smart Analytics will analyze your attached image file, fill in the necessary information automatically, and then generate the interaction directly.
Note Submit a Smart Request is visible to self-service users only when Service Manager Smart Analytics is enabled. However, this option is visible to the administrator no matter Smart Analytics is enabled or not.