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 |
|
Database tables
The database tables required to operate the exchange service are created with the SQL scripts create_tables_oracle.sql or create_tables_sqlserver.sql.
| Table | Field | Description |
|---|---|---|
|
systemguid |
systemguid |
Unique system web service GUID |
|
tasklist |
ovhdid |
ID of incident that triggered the action |
|
action |
Action for the incident (state transitions of status diagram). Can be ProcessIncident, AddInfo, AcceptIncidentProcessing, RejectIncidentSolution, VerifyIncidentSolution, or CloseIncident. |
|
|
startTimestamp |
Creation timestamp of entry. |
|
|
enqueueTimestamp |
Timestamp for ordering of tasks. Initial value is startTimestamp. |
|
|
earliestReadyTimestamp |
Timestamp that specifies the earliest time when this entry can be processed. Empty means |
|
|
state |
Task state. Can be 1=READY or 2=INPROCESS (task is processed already). |
|
|
tries |
Number of attempts to complete this task. |
|
|
guid |
GUID of the task to delete the correct entry in database. |
|
|
sapid |
Name of external help desk instance that incident is exchanged with. |
|
|
runtimedata |
incidentguid |
GUID of exchanged incident |
|
ovhdincidentid |
ID of incident in helpdesk managed by web service |
|
|
exthdincidentid |
ID of incident in the external helpdesk |
|
|
requesterguid |
System GUID of requester helpdesk for that incident |
|
|
providerguid |
System GUID of provider helpdesk for that incident |
|
|
metadata |
Incident state in statement diagram and role the ServiceDesk has for this incident |
|
|
infologid |
Reference to multiple entries in runtimedata_infolog. |
|
|
attachmentid |
Reference to multiple entries in runtimedata_attachments. |
|
|
lastchange |
Timestamp of last change of entry. |
|
|
runtimedata_infolog |
infologid |
Key referenced from runtimedata. |
|
infologblock |
Number of infolog block sent already. |
|
|
runtimedata_attachments |
attachmentid |
Key referenced from runtimedata. |
|
filename |
Filename of an attachment for incident. |
|
|
attachmentguid |
GUID for attachment (also known by external helpdesk) to delete attachment. |
