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 |
|---|---|---|
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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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Change Management and other modules
Change Management can work in partnership with other modules to complete a workflow. Typically, Service Request Management, Problem Management, and Universal CMDB (UCMDB) interact with Change Management in an end-to-end process.
Service Request Management
You can escalate Service Request interactions to a request for change to Change Management. A Change Coordinator reviews change requests. The Change Coordinator assigns the change to the applicable support group to make it part of the Change Review process, or rejects the change request. Changes rejected for insufficient information return to the Service Request Agent for additional information. Some changes are rejected because the change is no longer valid.
When a Service Request agent determines that an incident is the result of a change, he can search the Change database to verify that a recent change caused the service disruption. If the change request exists, he can link the two records. If no change request exists, but a change request is to be registered, the Service Request agent can open a new change request. He can also look at any recent changes for the affected configuration item (CI).
Problem Management
Problem Management creates resolutions and workarounds that can require a change request. Change Management tracks and implements the Request for Change ( RFC), which permanently changes the infrastructure and prevents future incidents. When the RFC is complete, the Problem Management process reviews the change before the known error record can close.
