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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First Time Fixed Interactions
Description
The First Time Fixed Interactions report breaks down all closed interactions in a given time period by status (first-time-fixed or non-first-time-fixed), and then by service type (Applications, E-mail/Webmail, Intranet/Internet, My Devices, Printing, Service Management, etc.). Using a pie chart, this report contains a graphical representation of the breakdown of first-time-fixed versus non-first-time-fixed interactions the Service Desk deals with upon the first contact without support from other levels. You can double-click any piece of the pie to display a detailed breakdown of the category by service. This report organizes the information using groups and sub-groups to provide a quick view of percentages and total counts by status and service.
Customer Value
This report provides information about the knowledge of the Service Desk and the workload handled by the Service Desk for a specified time period. A high first-time-fixed rate indicates that the Service Desk is skillful, knowledgeable, and familiar with using the right tools to help end-users resolve their issues at the initial contact. In addition, the first-time-fixed rate is high only when all Service Desk staff can efficiently use their knowledge and tools. Therefore, sharing knowledge within the whole ICT department, for instance within Problem Management, takes a big part in optimizing the rate. A high first-time-fixed rate also boosts the customer satisfaction rate as end-users like to be helped directly when contacting the Service Desk. This will also improve efficiency at the Service Desk and for the entire IT support organization, as only few actions are needed if an interaction is closed by the Service Desk.
