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 Service Manager Service Portal
User Roles: Self-service Users
To submit a support request in Service Manager Service Portal, follow these steps:
- Log on to Service Manager Service Portal.
- Click Request Support.
- Click Generic SM Support Catalog Item.
- In the Title field, enter a title for the request.
- In the Description field, enter a description for your request.
- In the Requested For field, select a person if you are requesting the item for another person.
- Update the contact information as needed.
- In the Urgency field, select a value.
-
(Optional) In the Attachments section, add one or more attachments. For example, a screenshot of the error message.
- Fill in other required information.
-
Click Submit.
An interaction is now created. The fields defined in the Smart Ticket configuration are automatically filled by Smart Analytics.
Note In an out-of-box Service Manager system, the Smart Ticket OCR feature will save and display the extracted image content in the Description fields of the interaction record and the support request.
