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 |
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| 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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How to disable closed records
You can use the Service Portal feature setting Enable read-only display for closed requests to disable closed records. If enabled, closed requests (those in the Close or Abandon phase) are set to read-only, and are displayed to portal users as grayed out. For example, with this feature enabled:
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Portal users cannot add comments or attachments, nor change the public scope of closed requests.
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Users on the Service Management agent side can still edit closed requests.
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Closed requests can still be edited using the REST API.
You can also configure the Restrict/allow editing of fields rule to disable closed records on the agent side of Service Management. Use of this rule is not restricted to request records, and you can also configure the rule so that, for example, some fields are editable in closed records.
To add and configure the rule:
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From the Main menu, select Administration > Configuration > Records.
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In the drop-down at the top of the page, select the Request record type.
Note This procedure assumes you want the rule to apply to Request record types, but you can apply the rule to other record types as well using the same technique.
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Select the Processes and Rules tab.
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In the left pane, select Request at the top of the tree.
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In the main panel, in the Rendering forms section:
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Click Add.
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Click “If…Then” rule.
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Select the Restrict/allow editing of fields template, and click OK.
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Click expression to edit the condition for the rule. Use the following condition:
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entity.Active==falseAdding this part to the rule makes it applicable to request records that are inactive.
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Click Restrict/allow and select Restrict from the drop-down. Then click OK.
Note This disables the editing of all fields other than many-to-many relationship fields. Users can still edit many-to-many relationship fields.
You can add a business rule that allows editing of fields by selecting Allow from the drop-down, and then clicking all fields/specific fields and adding the field.
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Save your changes.
Caution You must take care if you add several business rules using this template. The rules are implemented in the (top to bottom) order listed on the Processes and Rules page for the record type. For example, if you add a business rule that enables editing of a particular field in the Close phase, and then a business rule that restricts editing of fields in the Close phase, the restrict rule will supersede. To achieve the desired effect, the restrict rule should be before the enable rule
For more information, see Edit requests in the Service Portal and Restrict/allow editing of fields.
