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
|
| 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
Update an interaction record
Applies to User roles: Service Desk Agent
You can update an interaction record with additional information to assist the applicable assignment group.
To update an interaction record, follow these steps:
- Locate the Service Desk interaction record by using one of the following methods:
- Select a record from your interaction queue.
- Use search or advanced search to find one or more records.
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Update any fields that require revision.
Note If you are modifying a field that uses the Fill function, clear any existing data before using the function.
- Click Save to update the Service Desk interaction record.
Related topics
