Documentation - Using Huru Helpdesk

By default, only Huru user-level users and above have the authority to search the knowledgebase.

You can search the knowledgebase by clicking the 'Search the knowledgebase' link on the Control Panel.  The Search screen will be displayed.

Some notes about the search criteria:

• To return a list of all the problems in the knowledgebase, leave the search text blank.
• The 'Search Text' is case INsensistive.
• The 'Search Text' field is a substring search, meaning an entry of 'print' will find 'print', 'printing', 'printer', 'printed', etc.
• The knowledgebase search will find all problems in the system, that match your search text, no matter their current status (open or closed).

Once you have entered your search text, click the Search button on the button bar to run your query.  You will sent to a list view of your results. This list view is just like other list views in the system, with the exception of the 'New Search' button.  This button will return you to the Search screen to do another search.

In the list view, you can click on the title of a problem to view its details.  Note that when you are viewing problem details as the result of a knowledgebase search, you will not be shown the problem contact or classification information.  This is by design so that these details are kept private even if the knowledgebase search is enabled for general use.