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 |
|
- 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
Register a request for information
Applies to User roles: Service Desk Agent
If a user contacts you to request information, you can create a Service Desk interaction record to collect information about the service request. Categorize the service request as a request for information, and then solve or escalate the request.
To register a request for information, follow these steps:
- Click Service Desk > Create New Interaction.
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Select the contact for the interaction. The associated fields fill automatically.
Note If you use the Fill function to replace the information in a field that already contains data, clear the field before you click Fill. If the field contains data, the Fill function does not work.
- Select the user's preferred notification method.
- Select the service recipient. The associated field fills automatically.
- Select the affected service.
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Select the affected CI.
Note
- The Default Impact and Priority values of the affected CI are automatically populated to the Impact and Urgency fields of the interaction record. You can manually change these automatically populated values if needed.
- If you specify the Impact and Urgency values first and then specify an affected CI with an empty Default Impact or Priority value, the Impact or Urgency value that you selected for the interaction record is cleared.
- Type a title and description for the interaction.
- Select the area. Service Manager selects the subarea field automatically.
- Determine if there is a known solution or workaround for the user's issue. To do this, follow these steps:
Search the available knowledge bases.
Note The system provides the area (service portfolio) because in an out-of-box system, this is the only area available.
- If you find an existing solution or workaround in the knowledge bases, close the interaction by using the solution.
- If you are unable to solve the user's issue, search for a problem or known error.
- If you find a workaround in the problem or known error records, close the interaction by using the workaround.
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If you are still unable to solve the issue, select the impact and urgency of the request, and then click Escalate. Service Manager creates both an interaction and an incident and associates the interaction to the incident.
Service Manager prompts you to choose a category, after which the new interaction form is displayed. However, if a default category is defined in Service Desk > Administration > Settings, you are not prompted to choose a category, and the the new interaction form is displayed with the category field pre-populated.
Related topics
What is a Service Desk interaction?
Working with Service Desk interaction records
Associating a Service Desk interaction with another application record
Searching records
Register a complaint
Register a request for change
Register an incident
Register a service catalog request
Update an interaction record
Cancel a new Service Desk interaction
Search for a solution
