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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Limitations
Smart Analytics contains the following limitations in the current release:
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Smart Ticket
If your Service Manager 9.50 is upgraded from Service Manager non-PD environment, IT agents are unable to use the Optical Character Recognition (OCR) feature when creating interactions for users in the out-of-box environment. However, when Process Designer is enabled, IT agents can use the “Image2Text” feature to copy and paste messages to the interaction records.
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Smart Search
In this release, Service Manager indexes Service Catalog capability words into IDOL content server. When an end user searches for catalog items, IDOL returns only catalog items with capability words that match the current login user. However, when there are catalog items with expressions specified in Access Filter that IDOL is not able to evaluate, such catalog items are also returned to Service Manager for further permission checking in the applications server. If the end user has no permission to such catalog items, Service Manager does not return them to the end user. Therefore, sometimes the search result returns empty, or has less than 10 records, but still has next page.
