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 |
|
How to set up notification templates for direct access
Special tags exist to enable direct access to Service Management, which you can use when creating email notification templates. For more information about creating these templates, see Notifications.
Generate a reply email
A mailto tag is required when a user will perform an action by responding to the email:
Caution Copy and paste the following strings into a text editor to remove formatting.
-
accept a request
<%=create_mailto(ACCEPT_REQUEST,${:entity.Type},${:entity.Id},${:entity.
RequestedForPerson.Id},${:entity.RequestedForPerson.Email},${:entity.
DisplayLabel})%> -
reject a request
<%=create_mailto(REJECT_REQUEST,${:entity.Type},${:entity.Id},${:entity.
RequestedForPerson.Id},${:entity.RequestedForPerson.Email},${:entity.
DisplayLabel})%> -
approve a request
<%=create_mailto(APPROVE_REQUEST,${parentType},${parentId},${parentName},${assigneeId},
${assigneeEmail},${:entity.Id})%> -
deny a request
<%=create_mailto(DENY_REQUEST,${parentType},${parentId},${parentName},
${assigneeId},${assigneeEmail},${:entity.Id})%> -
add a comment in the Service Portal
<%=create_mailto(ADD_COMMENT,${:entity.Type},${:entity.Id},${:entity.
RequestedForPerson.Id},${:entity.RequestedForPerson.Email},${:entity.
DisplayLabel})%> -
provide information
<%=create_mailto(PROVIDE_INFO,${:entity.Type},${:entity.Id},${:entity.RequestedForPerson.
Id},${:entity.RequestedForPerson.Email},${:entity.DisplayLabel})%>
If any of these operations fail, an error message notification is automatically sent. The notification is based on the Template Definition for send error message email with email integration template. By default, the notification includes a link to the Service Portal. You can manually configure this template not to display the link by adding true as an additional optional parameter in the email body of the template:
<%=show_error_message(${errorCode},${entityType},${entityId},${entityDisplayLabel},true)%>
If the parameter is not added or if the parameter value is false, the Service Portal portal link is displayed.
Link to knowledge articles
A showRelatedKnowledge tag is used to include a section in a notification that contains links to related knowledge articles:
<%=showRelatedKnowledge(${email.subject},${email.body},${userId})%>
Link to offerings
A showRelatedOffering tag is used to include a section in a notification that contains links to related offerings:
<%=showRelatedOffering(${email.subject},${email.body},${userId},
${email.address})%>
Related topics
