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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- Integrate
- Service Manager integration methods and tools
- Change Configuration and Release Management (CCRM)
- SAP Solution Manager
- Project and Portfolio Management Center (PPM)
- Application Lifecycle Management
- Release Control (RC)
- Universal CMDB (UCMDB)
- Universal CMDB Browser
- Universal CMDB Configuration Manager
- Operations Orchestration (OO)
- Business Service Management (BSM)
- Operations Manager i (OMi)
- Computer Telephony Integration (CTI) with the Web client
- Case Exchange framework
Computer Telephony Integration (CTI) with the Web client
The Service Manager web client can be integrated with a Computer Telephony Integration (CTI) application in two ways: inbound and outbound. Inbound CTI can automate the creation of interactions, whereas outbound CTI can automate dialing.
The web client inbound CTI implementation provides the following two methods, which use different technologies. To support inbound CTI, the web tier URL must have ?telephonyuser=1 appended.
Important In a Service Management Automation SM (SMA-SM) suite deployment, the legacy CTI method is disabled. You can only use the new CTI method.
| Method | Technology | Supported functions | Supported browsers |
|---|---|---|---|
| Legacy method |
Uses a Java applet. Important This method is Not supported when Service Manager is deployed in a containerized environment of the Service Management Automation suite. |
System event | Internet Explorer, and Firefox |
| New method |
Uses native HTML and JavaScript instead of the CTI applet. This method is supported only for Service Manager 9.50 or later, and does not require the installation of any CTI support code the first time users connect using the telephony URL. For details, see Use the new CTI method. |
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Internet Explorer, Firefox, and Chrome |
Important Although the legacy method is still supported for backward compatibility, we strongly recommend using the new method with Service Manager 9.50 or a later version. This is because the legacy method relies on the browser's ability to support Java applet technology and the new method does not.
Meanwhile, the web client outbound CTI implementation provides the following method:
| Method | Technology | Supported functions | Supported browsers |
|---|---|---|---|
| URI protocols |
Uses the URI (Uniform Resource Identifier) protocols to initiate telephone calls or dialogues. This method does not rely on the browser's ability to support Java applet technology. A telephony client (such as Microsoft Lync) must be installed locally on your computer to handle and manage the calls or dialogues. For details, see Use URI protocols. |
Transact | Internet Explorer, Firefox, and Chrome |
Related topics
