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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User Interaction Management
The Service Manager Service Desk application enables a Service Desk Agent to document and track calls. Service Desk provides one-click access to other Service Manager applications to automatically enter information received during the call.
Information that is obtained during a call can be used to open an incident record if a reported issue requires further action. Information can also be added to a record in another Service Manager application, such as Change Management.
User Interaction Management provides users with a single point of contact (the Service Desk) for all their IT Service related questions, requests, and issues, and provides resolutions to user requests within the agreed service level targets.
User Interaction Management includes all direct interactions between a user and the Service Desk by phone or by email. User Interaction Management also includes all user activities that occur by use of the self-service web portal (for example, searching the Knowledge base, checking for status updates, or logging an interaction).
Related topics
Service Desk overview
What is a Service Desk interaction?
Working with Service Desk interaction records
Reopen an incident
