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.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Management2017.11

Administer > Database administration > Data persistence > Master data records

Master data records

Master data are key data that are shared by all Service Management applications, and are stored as records in supporting tables. Master data are often provided by functions outside of Information Technology, such as Human Resource Management, Finance, and Facilities.

As a System Administrator, you can create, update, and delete master data records from the System Administration > Base System Configuration menu.

Note: In ITIL best practices, a Configuration Administrator manages master data. In Service Management, however, only a System Administrator has rights to master data, because the master data are shared by all Service Management applications. You may need to contact a System Administrator to implement master data changes or to request permission to perform this function.

Master data record name	Purpose
Companies	Contains contact information and preferences about the companies you work with.
Contacts	Contains contact information about users who contact the service desk to initiate a service desk interaction, incident, or change, or a person who uses components tracked in Configuration Management. This is a generally larger group than the Service Management operators, but may include them.
Conversion Rates	Contains the conversion rates for international currencies.
Currencies	Contains the ISO codes and formats for international currencies. These records specify whether an individual currency uses European Union Currency (EUR) as its root.
Departments	Contains identifying information and service level agreements for company departments.
Fax	Contains device name and address information for your office fax configurations.
Holidays	Contains holiday dates by group (worldwide, unique to United States, etc.)
Locations	Contains address and organization information about the locations in your company. You can define the site category with the following types: Critical Site, Major Site, Satellite Site, Home Site.
Models	Contains a detailed bill of materials for a part. This includes the hardware, software and services that comprise the item, as well as controls on the part and its components. The record contains information regarding what operators can do with the part, how components of this part are selected, how quote line items turn into orders, and whether to order or to consume from stock.
Standard File	Contains file configuration information, which defines file handling (import, export, etc.) for different operating systems.
Vendors	Contains manufacturer and retail vendor/supplier information. It also holds data on internal and external service providers. A vendor record for a particular manufacturer must exist before items from the manufacturer can be admitted to the Configuration Management and Request Management catalogs.
Work Schedules	Defines the work hours for one or more operators. Service Management can generate a complex 24x7 schedule that spans multiple time zones, includes all shift and break information, accommodates any regional shift to Daylight Savings time, and automatically accounts for local or national holidays.

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