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 tasks
- Use Smart Search as a general search tool
- Use Smart Search to find a solution
- Use adaptive learning in Smart Search
- Create a Smart Ticket in ESS
- Create a Smart Ticket in SRC
- Create a Smart Ticket in Mobility client
- Create a Smart Ticket in Service Manager Service Portal
- Create a SmartTicket in power user view
- Use Hot Topic Analytics to create an incident, problem, change, or interaction
- Use Hot Topic Analytics to create a KM article
- Use Hot Topic Analytics to set incident parent
- Access Hot Topic Analytics from SM reports
- Add stop phrases for Hot Topic Analytics
Access Hot Topic Analytics from SM reports
User Role: Service Desk Agent, Incident Manager, Problem Manager
When viewing SM reports for interactions, incidents, problems, and surveys, you can click a section in the report to drill down to the detailed record list, and then access Hot Topic Analytics for further analysis. Your selected filter condition in the report is automatically used in Hot Topic Analytics if the fields are indexed by Smart Analytics.
Note The fields and queries that are used to generate reports may not be supported by the Hot Topic Analytics configuration. In this case, Hot Topic Analytics does not take effect and cannot provide hot topic suggestions.
To access Hot Topic Analytics from SM reports, follow these steps:
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Log on to Service Manager from the web client.
Note You must use the web client instead of the Windows client to view the dynamic topic map in Hot Topic Analytics.
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Do one of the following to open the report dashboard for the Service Desk, Incident Management, Problem Management, or Survey Management module:
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Click Service Desk > Service Desk Overview. The Service Desk Overview dashboard is displayed.
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Click Incident Management > Incident Overview. The Incident Overview dashboard is displayed.
- Click Problem Management > Problem Overview. The Problem Overview dashboard is displayed.
- Click Survey Management > Survey Overview. The Survey dashboard is displayed.
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- Click a section in a report where you can drill down the report and view the detailed record list. For example, if you click the section indicating "High" priority from the "Incident Backlog by Priority" report, the incidents with high priority are listed in the record list. The record list is displayed.
- From the record list, click the Hot Topic Analytics button or More > Hot Topic Analytics. The Hot Topic Analytics is displayed and the hot areas are suggested based on the specific filter that is used to drill down the report. For example, the high priority incidents.
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Review the hot topics suggested by Hot Topic Analytics, and then decide your further actions.
