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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Approval definitions
Note Approval definitions are available for article, change, idea, proposal, release, and request record types.
In some cases, approvals must be granted at certain phases of the workflow before moving on to the next phase. The following table provides details.
| Record type | Workflow | Phases for approvals | Out-of-the-box approval definition name |
|---|---|---|---|
| Article | Normal | Review | Article - Review |
| Change | Emergency | ECAB | Emergency Change - ECAB |
| Change | Normal |
Approve plan Approve deployment |
Normal Change – Approve Plan Normal Change – Approve Deployment |
| Idea | Idea flow | Review | Normal Idea – Approve Plan |
| Proposal | Proposal flow | Review | Normal Proposal – Approve Plan |
| Release | Normal | Approve deployment | Release – Approve Deployment |
| Request | IT Service | Approve | Governance Approval |
How to build an approval plan
There are the following ways available for you to build an approval plan:
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The Approval tab of a record
For more information about how to build an approval plan, see How to build a task/approval plan.
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Approval definitions tab in Administration
From the main menu, select Administration > Configuration > Records, and select the record type.
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For article, change, idea, proposal, release and request record types, this tab enables you to build an approval plan definition and apply it to records of the same type.
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For article, change, idea, proposal, request, and release record types, this tab enables you to add an approval definition as the Governance Level Approval.
For more information about governance level approval, see Governance Level Approval.
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How to view the approval plan definitions
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From the main menu, select Administration > Configuration > Records.
- In the records module, select the record type.
- Click the Approval definitions tab. The approval definitions are listed in the left pane.
The Approval definitions tab is available for the following record types:
Article
You need to build your own approval plan. For more information about how to build an approval plan, see How to build a task/approval plan.
Change
The approval phases of the normal and emergency change workflows have pre-defined approval plans. When you create a change, the approval plan corresponding to the selected change type is selected in the Approval definition field in the Properties tab for each approval phase:
| Change type | Approval Phase | Built-in approval plan |
|---|---|---|
| Normal | Approve Plan | Normal change - Approve plan |
| Approve deployment | Normal change - Approve deployment | |
| Emergency | ECAB | Emergency Change – ECAB |
| Standard | No approval phase | N/A |
Note You can change the governance level approval for each phase in the Properties panel for the phase.
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From the Main menu, select Administration > Configuration > Records.
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Select Change in the drop-down list at the top of the page.
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Click the Processes and Rules tab.
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In the Workflow map, select the appropriate phase.
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In the Properties panel, select the approval definition from the drop-down list.
Idea
You need to build your own approval plan. For more information about how to build an approval plan, see How to build a task/approval plan.
Proposal
You need to build your own approval plan. For more information about how to build an approval plan, see How to build a task/approval plan.
Release
Release workflows also have an out-of-the-box pre-defined approval definition: Release – Approve Deployment. When you create a release record, this approval plan is applied by default in the Approve deployment phase.
Request
Out-of-the-box, there is an empty approval definition for the request record type. You need to build your own approval plan. This approval plan is used in the Approve phase for cart and service processes. For more information, see Governance Level Approval.
Note Approval definitions are not relevant for support requests.
After the approval plan is built into the records, you can edit the plan as desired. For more information, see How to build a task/approval plan.
Related topics
