Self Service Center in Control Desk Service Portal

In the Self Service Center, you can search for solutions to issues that you encounter, report issues, review your tickets, view the latest news bulletins, or submit requests for services.

The Home page in the Self Service Center displays the latest news bulletins about your environment, documented solutions, and recent tickets that you entered.

The Home page also provides the following self-service options:

enter text in the search block to search the database for documented solutions, news, or services that you need
report an issue if you do not find the solution that you are looking for
open a chat with a service desk agent to resolve an issue
review tickets that you entered to monitor their progress
request services from the catalog of service offerings that your company provides

The Self Service Center in Service Portal uses the Lucene search engine to search for solutions, news, and services.

Lucene search tips

The following table provides information about Lucene search syntax.

Table 1. Lucene search tips
Type of search	Example
Single term	To search for a single term, enter a single word such as `test` or `hello`.
Phrase	To search for a phrase, enter a group of words surrounded by double quotes, such as `"test for"`.
Wildcards	? wildcard To search for a single character in a string, use the question mark ? wildcard. For example, entering `c?ll` returns results with cell and call. * wildcard To search for multiple characters in a string, use the asterisk * wildcard. For example, entering `micro*` returns results with microbe and microscope. Note: By default, use of a wildcard at the beginning of a search is disabled in Lucene searches because of performance consequences.
Word stemming	To search for matches to a stem or root form, enter the stem. For example, entering `custom` returns customized, customizing, customs, and customer.

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