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 |
|---|---|---|
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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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Escalated Interactions
Description
The Escalated Interactions report breaks down the interactions by the type of related record (change requests, incidents, known errors, quotes). This report uses a bar graph to provide a representation of the breakdown of interactions by related record type. You can double-click any bar of the graph to display a detailed breakdown of the related record type. To help users view totals quickly, the report organizes the information into groups of related record types.
Customer Value
This report provides a quick view of escalated interactions opened during a specified period of time. The Service Desk administrator can see a high-level view of the activity originating from the Service Desk and the effect of this activity on the overall system workflows. This enables the administrator to determine what changes may be necessary in order to better support the Service Desk.
