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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Direct access to Service Management troubleshooting and limitations
The following issues may arise when using direct access to Service Management via email. Be advised that in certain cases, the user may receive an email indicating that an error occurred:
| Issue | Cause | Solution |
|---|---|---|
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Direct access to Service Management is not working. The following email notification is received:
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The tenant setting to enable direct access is set to Off. |
Set the tenant setting to enable direct access to On:
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The following email notification is received:
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The user's email domain is not defined as a permitted domain. |
Make sure the user's email domain (for example, microfocus.com) is defined in the endpoint:
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The task to create a request via email fails. The following email notification is received:
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The creation of a request fails due to validation errors. |
Fine-tune the request creation process: Make sure all users have an entitled default offering and that the default offering consists of default values for all mandatory request fields, OR that a request that has only a title and description can be created. |
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The task to create a request via email fails. The following email notification is received:
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The creation of a request fails because a user does not have correct permission to create a request. By default, the Service Portal User role has permission to create requests. If a user cannot create requests, the user may either not be defined in Service Management or does not have the Service Portal User role. |
Create the user in Service Management and assign them the Service Portal User role or the request-creation permission. |
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A user cannot perform an action in an email. The following email notification is received:
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This occurs when a user attempts to execute an action from an email when the record is no longer in the correct lifecycle phase. For example: a user marks a comment as a solution after the request has been closed. | Review the request and verify that it is in a phase where it can be updated. |
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The following email notification is received:
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Service Management failed to process an email action because the token contained in the email expired (too many days passed since the user received the email that contains the action link). |
If permitted, extend the default token expiration time in the email endpoint configuration:
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The following email notification is received:
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Service Management failed to process an email action because the token contained in the email was already used (the user already performed the action). |
None. |
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The following email notification is received: .
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Service Management failed to process an email action because the token is invalid or may have been altered. |
Make sure that the bottom part of the incoming email that contains the security token is not changed. Contact Support if the problem persists for multiple users. |
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The following email notification is received:
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A user with the sender's email address was not found in Service Management. |
Make sure the user's email address is correctly specified in the People module in Service Management (Main menu > Administration > Master Data > People). Contact Support if the problem persists for multiple users. |
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The following email notification is received:
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The sender of the email and the user in the email's token do not match. This might occur if a user forwarded the email containing a token to someone else. |
None. Contact Support if the problem persists for multiple users. |
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The following email notification is received:
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The email received from the email server might be corrupted. | Check the support inbox to see if any of the received emails were corrupted. |
| New emails are not processed. | There might be problems with the On-Premise Bridge email integration task. |
In the endpoint configuration dialog box, check if the last SyncEmailTask failed. If so, check the \\<OPB_folder>\product\log\email-integration\email-integration.log and \\<OPB_folder>\product\log\controller\controller.log files. The new task will start at the next cycle (at xx:00 or xx:30). |
| The integration task does not start after configuring the endpoint. | Email integration tasks run every 30 minutes (at xx:00 and xx:30); therefore, it may take up to 30 minutes until the mail polling task begins. | None. |
| The user changed the email integration configuration but the changes are not applied immediately. | The new configuration will be applied after a maximum of 30 minutes. | To apply the configuration immediately, click Stop and then Start in the endpoint toolbar. |
Related topics
