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
|
Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
|
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 |
|
|
| Either word in a topic |
|
|
| Topics that do not contain a specific word or phrase |
|
|
| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
- 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
Create a Smart Ticket in ESS
User Role: Self-service Users
If you have installed and enabled Smart Analytics, a new menu, Submit a Smart Request, is automatically added to leverage the power of the Smart Ticket feature. Clicking it opens a new, simplified request form that only requires you to add attachments or comments to submit a request, which simplifies the process of submitting the ESS support requests.
To submit a self-service request by using Smart Ticket in self-service user view (ess.do), follow these steps:
- Log on to Service Manager from the ESS portal.
- Click Submit a Smart Request.
-
Click Add Files to attach an image file. For example, a screenshot of the error message.
Note For image files containing multiple languages, Service Manager provides a language list according to the language priorities. The following restrictions apply to the language list:
- Arabic cannot be combined with any other alphabets or languages.
- Hebrew cannot be combined with either Japanese, Simplified Chinese, or Traditional Chinese.
- Type comments for your request.
-
Click Submit.
An interaction is now created. The fields defined in Smart Ticket configuration are automatically filled by SM Smart Analytics.
