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 |
|---|---|---|
|
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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- Report Descriptions and Usage
Service Desk Reports
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Report name |
Business user |
Description |
|---|---|---|
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Management Administrators, Staff |
This report provides the breakdown of interactions that have been escalated to change requests, incidents, known errors, and quotes. |
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Management Administrators, Staff |
This report gives the user the ability to review, for a determined period, a breakdown of open and closed Service Desk interactions by categories and their associated areas. |
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Management Administrators, Staff |
This report enables the user to review, for a given time period, the percentage of interactions closed by the Service Desk upon the first contact without reference to other levels of support. |
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Management Administrators, Staff |
This report enables the user to review interactions which result in related issues for a given time period. |
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Top 20 Operators by Average Interaction Time in Last 90 Days |
Management Administrators, Staff |
This report enables the user to review the analysis of how long, on average, the top 20 operators take to handle an interaction in past 90 days. |
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Management Administrators, Staff |
This report enables the user to review the interactions closed in a given year by months. |
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Management Administrators, Staff |
This report enables the user to review the top ten departments which utilize the help desk in a given time period. |
