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 |
|
Support for allowing attachments with certain file extensions
The attachment whitelist feature controls what types of attachments can be submitted from the Windows client, web client, web services clients. You can configure this attachment whitelist via Tailoring > Whitelist > Attachment Whitelist to allow only certain types of attachments to be submitted to Service Manager.
If the Service Manager clients retrieve an existing attachment whose extension is not in the whitelist or has no file extension, the attachment is appended with .UNSAFE when displayed in the Service Manager clients or the clients which connect to RTE by web services, so that the attachment is prevented from being automatically run on the user’s machine.
To enable the Attachment Whitelist and define a list of allowed file extensions, follow these steps:
- Log on to Service Manager as a system administrator.
- Click Tailoring > Whitelist > Attachment Whitelist.
-
Define the list based on your business needs. In the out-of-box system, the attachment whitelist includes the following file types, which are considered safe:
File Extension Description bmp bitmap jpg jpg image jpeg jpeg image png portable network graphic gif graphical interchange format file txt plain text file log log file unl garmin unlock file csv comma separated values file eml e-mail message saved Note By default, the Enable Attachment Whitelist check box is selected. If you clear this check box, end-users can submit all types of attachments to Service Manager.
- Click Save and OK.
-
Log out and then log on to the Service Manager client to make the customized attachment whitelist effective.
