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 |
|
Send a survey from a record
User roles: Service Desk Agent
Once your administrator has set up HTML Email (JavaMail) and configured the survey portal and survey portal URL, you can manually send a survey from a record at any state in one of the following modules:
- Interaction
- Request
- Incident
- Problem
- Change
- Configuration Item
To manually send an SM survey from a record, follow these steps:
- Open a record. For example, open an interaction record.
- Click More > Send Survey to display the Manual Customer Survey interface.
-
In the Survey Template field, click Fill to select the appropriate survey template.
Tip SM Survey provides an out-of-box sample survey template with sample questions. In a testing environment, you can use this template for testing purposes.
-
Click Fill to select one or more recipients from the list.
Note If you manually enter recipients, auto-complete is supported for recipient names. If you enter an invalid recipient name, the recipient is skipped when you send the survey.
- Click Preview to preview the survey before sending, and then click Back.
-
Click Send.
A confirmation dialog opens.
-
Click Yes to send the survey to the selected recipients.
The specified recipients receive an email notification, which contains a survey link and instructions on how to respond to this survey.
