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
|
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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
Two or more words in the same topic |
|
|
| Either word in a topic |
|
|
| 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
|
| A combination of search types | ( ) parentheses |
|
OOB Reports Dependency
Some OOB reports depend on the Join (table joindefs) and ERD (table erddef) definitions. If the definitions do not exist, you must define them so that you can preview these OOB reports successfully. See the tables below for a summary of the reports and their dependency on the Join and ERD definitions.
| Report Name | First Filename | Second Filename | Relationship Type | Field Names from First Filename | Field Names from Second Filename |
|---|---|---|---|---|---|
| Escalated Interactions | incidents | screlation | One to One | incident.id | source |
| Incident Reassignment Analysis | probsummary | activity | One to Many | number | number |
|
Knowledge Management Activity |
kmdocument |
kmusagehistory |
One to Many |
id |
kmid |
|
Knowledge Management Summary |
kmdoctype |
kmdocument |
One to Many |
name |
doctype |
| SLM: Response SLO Metrics | sla | slaresponse | One to Many | agreement.id | agreement.id |
| SLM: Summary | |||||
| SLM: Availability-Duration Metrics | sla | slamonthly | One to Many | agreement.id | agreement.id |
| SLM: Availability-Uptime Metrics |
|
Report Name |
Join Table Name |
File Names |
|---|---|---|
|
Escalated Interactions |
incidents-screlation |
incidents screlation |
| Incident Reassignment Analysis | probsummary-activity |
probsummary activity |
|
Knowledge Management Activity |
kmdocument-kmusagehistory |
kmdocument kmusagehistory |
|
Knowledge Management Summary |
kmdoctype-kmdocument |
kmdoctype kmdocument |
| SLM: Response SLO Metrics | sla-slaresponse |
sla slaresponse |
| SLM: Summary | ||
| SLM: Availability-Duration Metrics | joinslamonth |
sla slamonthly |
| SLM: Availability-Uptime Metrics |
