Service Manager

Searching in the Self-Service Portal

This topic discusses how to search within the Self-Service Portal. The search function is different depending on the workspace from which you start the search .

•Searching from the Self-Service Portal

•Searching for Information in the Knowledge Center

•Searching for a Request Offering

•Searching from the My Items Workspace

•Searching for Information from the Social Board

Searching from the Self-Service Portal

Follow these steps to search from the Self-Service Portal:

1.Log into the Self-Service Portal.

2.In the Search for field, enter a term to search for.

3.Optional. In the second field, enter the workspace in which to search.  You can select from the following:

•All

•FAQ

•Announcement

•Knowledge

4.Click the search icon . The application searches for the term that you entered and displays the results.

5.To filter the search results, in the Filter Your Results section, select a filter.

6.To view information about a search result, click an item title.

7.To clear the search criteria, click the Clear all search criteria icon .

Searching for Information in the Knowledge Center

You can follow this procedure, or you can follow the procedure in Searching from the Self-Service Portal and then select Knowledge in step 3.

Follow these steps to search for information in the Knowledge Center:

1.Log into the Self-Service Portal.

2.Click Knowledge Center.

3.In the Search the Knowledge Base Articles field, enter a term to search for.

4.Click the search icon . The application searches for the term that you entered and displays the results. The default sort order is by relevance with the best match first.

5.To filter the search results, in the Filter By Category section or in the Filter your results section, select a filter. You can also change the number of results per page and sort the results by selecting a different option from the Sort by drop-down list.

6.To view information about a search result, click an item title.

7.To clear the search criteria, click the Clear all search criteria icon .

Searching for a Request Offering

Follow these steps to search for a request offering:

1.Log into the Self-Service Portal.

2.Click Service Catalog. The application displays the Service Catalog workspace.

3.In the Search for a Request Offering field, enter a term to search for.

4.Click the search icon . The application searches for the term that you entered and displays the results.

5.To filter the search results, in the Browse by Category section, select a category.

6.To clear the search criteria, click the Clear all search criteria icon .

Searching from the My Items Workspace

Follow these steps to search for items that are in your My Items workspace:

1.Log into the Self-Service Portal.

2.Click My Items. The application displays the My Items workspace.

3.In the Search My Items field, enter a term to search for.

4.Optional. In the second field, enter the workspace in which to search.  You can select from the following:

•Service Request

•Issue

•Approval Vote Tracking

•All

5.Click the search icon . The application searches for the term that you entered and displays the results.

6.To clear the search criteria, click the Clear all search criteria icon .

Searching for Information from the Social Board

Follow these steps to search for posts in the Social Board:

1.Log into the Self-Service Portal.

2.Click Social Board. The application displays the Social Board workspace.

3.In the Search Post field, enter a term to search for. The search term must be more than three characters long.

4.Click the search icon . The application searches for the term that you entered and displays the results.

5.To clear the search criteria, click the Clear all search criteria icon .