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 handling
- Register a complaint
- Register a request for change
- Register a service catalog request
- Register an incident
- Register a request for information
- Update an interaction record
- Check request fulfillment status by Service Manager Service Portal order or request number
- Cancel a new Service Desk interaction
- Reopen an incident
Check request fulfillment status by Service Manager Service Portal order or request number
User roles: Service Desk Agent
When a user orders one or more catalog items from Service Manager Service Portal, an order is generated in Service Manager Service Portal and one or more interactions are created in Service Manager accordingly. Also, when a user submits a support request from Service Manager Service Portal, a request is generated in Service Manager Service Portal and an interaction record is created in Service Manager (SM).
To help you check the request fulfillment status, Service Manager automatically populates the Portal Order ID and Portal Request ID fields of the interaction record as follows:
- If the interaction record is created from a service request, the two fields are populated with the corresponding order number and request number from Service Manager Service Portal.
- If the interaction record is created from a support request, the Portal Order ID field is left blank and the Portal Request ID field is populated with the support request number from Service Manager Service Portal.
The values of the two fields use different formats in different scenarios, as described in the following table.
| Scenario | Portal Order ID format | Portal Request ID format |
|---|---|---|
| The user submits a support request in Service Manager Service Portal. | Blank | PTxxx |
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The user orders a single SM catalog item in one shopping cart. |
PORxxx | PRxxx |
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The user orders multiple SM catalog items in one shopping cart. |
PORxxx | ORDxxx |
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The user orders a Service Manager Service Portal bundle containing one or more SM catalog items in one shopping cart. |
PORxxx | PRxxx |
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The user orders multiple SM catalog items and a Service Manager Service Portal bundle containing one or more SM catalog items in one shopping cart. |
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Both of the fields are available on the Interaction search form so that you can check user request fulfillment status by them. To do this, follow these steps:
- Log in to Service Manager as a Service Desk Agent.
- Navigate to Service Desk > Search Interactions.
- In the Portal Order ID field or the Portal Request ID field , enter the order number or the request number of a service request or support request submitted from Service Manager Service Portal.
- Click Search.
- Open the right interaction record or records and view the fulfillment details.
