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 |
|
Adding fields to fieldMapping.xml
The default field mapping file (provided with the incident exchange web service) does not include all fields from the web service and can be extended. Any additional field mapping can be included in section IctIncidentStatement. The following is an example:
<FieldMapping ExtHDField="IctIncidentStatement/Text">
<OutOvHDField>SC_WS_FIELDNAME</OutOvHDField>
<KeyFieldOutVal>SOLMAN_FIELD_TYPE </KeyFieldOutVal>
</FieldMapping>
<FieldMapping ExtHDField="IctIncidentStatement/Text">
<OutOvHDField>CustomText09</OutOvHDField>
<KeyFieldOutVal>SU99 </KeyFieldOutVal>
</FieldMapping>
In the above example, the custom field defined in Service Manager is sent to the external HD, so KeyFieldOutVal is defined at the external helpdesk. No InOvHDField or KeyFieldInVal is specified since the example only sends to the external helpdesk.
IN/OUT data exchange requires definition of IN and OUT:
<FieldMapping ExtHDField="IctIncidentStatement/Text">
<OutOvHDField>SC_WS_FIELDNAME1</OutOvHDField>
<InOvHDField>SC_WS_FIELDNAME2</InOvHDField>
<KeyFieldOutVal> SOLMAN_FIELD_TYPE1 </KeyFieldOutVal>
<KeyFieldInVal> SOLMAN_FIELD_TYPE2 </KeyFieldInVal>
</FieldMapping>
In this example if the values of SC_WS_FIELDNAME1 and C_WS_FIELDNAME2 are the same, then the OvHD field is overwritten when information is sent from external helpdesk (1:1 field synchronization). For example:
<FieldMapping ExtHDField="IctIncidentStatement/Text">
<OutOvHDField>CustomText09</OutOvHDField>
<InOvHDField>CustomText09</InOvHDField>
<KeyFieldOutVal SU01</KeyFieldOutVal>
<KeyFieldInVal>SU01</KeyFieldInVal>
</FieldMapping>
In the following example, CustomText08 updates field ZZ08 in SAP Solution Manager, but ZZ08 updates CustomText09 in Service Manager (does not overwrite CustomText08).
<FieldMapping ExtHDField="IctIncidentStatement/Text">
<OutOvHDField>CustomText08</OutOvHDField>
<InOvHDField>CustomText09</InOvHDField>
<KeyFieldOutVal ZZ08</KeyFieldOutVal>
<KeyFieldInVal>ZZ08</KeyFieldInVal>
</FieldMapping>
