Overview:
Search features in the IT self service site make it easier to find what you need in the Knowledge Base and Service Catalog.
For best results, log in before you search, as some articles are not available to the public. As such, they will not appear in your search results if you are not logged in.
Searching The IT Service Site
The global search bar in the top right corner of this site searches the Service Catalog and Knowledge Base. You can search with a single or with multiple keywords. If you cannot find the information you need, try adjusting the tags or keywords you are using in your search.
To refine your results, click the drop-down arrow next to the globe icon. Select the area you want to search:
- All: Your search results will include articles and service pages.
- Service Catalog: Find service pages to submit tickets. See below for more ways to browse the Service Catalog.
- Knowledge Base: Find information, including FAQs and troubleshooting steps. See below for more ways to browse the Knowledge Base.
More Ways to Search
Alternatively, you can click on the Service Catalog or Knowledge Base tab and click on the Search link that appears below the top blue main navigation bar. This will search only the specific section of the IT service site that you are browsing. Make sure you tick the Include Subcategories to include those in the search results. If you do not tick the box, subcategories will not be searched.
Hashtags
Using a hashtag (#) in a search box will allow you to search for services or articles by their tags. For example, if you want to find articles about Apple devices, you could try searching #printing followed by your search terms (e.g. #printing apple.) This will return every article that has the tag Apple AND has the word printing.
You will notice that while you type a tag, options appear. This shows you the existing tags and can help you choose the right tag if there are multiple ways a tag could appear. For example, if you need an article about printing and you're unsure if these articles are tagged with print, printer, or printing, you can type in print to see the available tags. This can drastically lower the amount of returned search results.
Note: You can use two hashtags separated by a space. This type of search will return all articles and services that have both tags.
Browsing the IT service site
Browsing for services in the Service Catalog
- View an index of services: Select the Services tab to view the Service Catalog in a category view. If you want to view all services in alphabetical order, select Services A-Z at the top of the page.
- Browse services by category: Select the Services tab to view the Service Catalog categories. Under each category name is a brief description of the services within that category.
- View popular and recently visited services: Select the Services tab. The most frequently used services and services you have visited are listed on the right side of the screen.
- Browse related articles: Several articles have related articles listed on the right of the screen. If the article you are viewing isn't exactly what you're looking for, check this section first.
Browsing for articles in the Knowledge Base
- Browse articles by category: Select the Knowledge Base tab to see the top-level article categories.
- View popular articles: Select the Knowledge Base tab. The most visited articles are listed on the right-hand side of the page.
- Browse related articles: Many articles have related articles listed on the right side of the screen.
- Browse related articles: Several articles have related articles listed on the right of the screen. If the article you are viewing isn't exactly what you're looking for, check this section first.
Note: The Knowledge Base search will return a maximum of 300 results.