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
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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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 |
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| Either word in a topic |
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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| A combination of search types | ( ) parentheses |
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Field mapping configuration
Incident exchange web service exchanges incident data as XML documents between Service Manager and the external Help Desk SAP Solution Manager. Incident exchange transforms the incident data in Service Manager to an XML message for SAP Solution Manager, and transforms Solution Manager data to an XML message for Service Manager. The transformation maps the field name in Service Manager to XML elements in Solution Manager while taking into account the following:
- Field names in Service Manager are usually different from the message element name.
- Service Manager field data type can differ from the message element data type.
- Not all message elements have corresponding data fields in Service Manager. Such fields are usually combined into a single log field called
Journal. - Some fields also require value mapping. For example, the possible values for the
Priorityfield in Service Manager are1 - Critical,2 - High,3 - Average,4 - Low. The Solution Manager Priority can be5,4,3,2,1. These values must be specified in theFieldValueMappingconfiguration. - Service Manager can assign customized fields to an Incident. These fields can be mapped to message elements.
A declarative field mapping file defines the mapping outlined above and :
- Enables the exchange of incident data between two helpdesks with reduced code size (the same code can handle any number of fields)
- Improves flexibility (mapping can be changed without changing code)
- Improves extensibility and customizability (a deployment-specific mapping can be added without changing code)
- Used to map incident data with an external help desk other than Solution Manager
