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
Create a Smart Ticket in power user view
User Role: Service Desk Agent
To submit a request on behalf of a user in the power user view (index.do), follow these steps:
- Log on to Service Manager.
- Click Service Desk > Create Smart Interaction.
- Fill in the name of the contact.
- Type a description of the issue.
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Click Smart Classification.
The fields such as Category and Affected Service are intelligently populated with the most likely values based on the analysis by SM Smart Analytics. Meanwhile, SM Smart Analytics also suggests some other possible values for you to choose from.
Note If you are not satisfied with the values suggested by SM Smart Analytics, you can click the Fill Field icon to manually choose a value for each field.
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Click Continue. The full interaction form is displayed, and the corresponding fields are populated with the values that you specified in the previous step.
- Complete the interaction with additional information if needed, and then proceed with your record accordingly.
