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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External systems - Service Manager integration
Service Management provides a case exchange framework to exchange data between Service Management and Service Manager. The case exchange framework enables you to define an external system with which information will be exchanged. The external system has the ability to create and update records in Service Management as well as to relate those records to records in the external system.
The integration with Service Manager is designed to support use-cases involving a Line of Business IT organization that is supported by a Central IT organization. It also supports use-cases involving Central IT and other IT suppliers.
The integration enables you to exchange incidents and requests between Service Management and Service Manager. Incident or request records created in Service Management can be assigned to a group that has been registered to a Service Manager system. This sends the record to Service Manager for investigation and resolution. Additional information that is added to the record, including comments and attachments, is also exchanged with Service Manager. Updates done in Service Manager, including activities and attachments, are sent to Service Management. It is also possible to create an incident or request in Service Manager and exchange it with Service Management. In this case as well, updates on either side are exchanged with the other system.
The exchanged record includes only the data necessary to create the incident or request in the Service Manager system. The workflow phases and statuses of the record in the two systems are independent of each other. Instead, the integration uses the concept of Operations. Operations are additional (bi-directional) information provided on the update of a record. They tell the receiving system what needs to be done with the record, and the system can determine which workflow steps or data modifications need to be implemented.
Defining possible operations for the actual exchange reduces the need to perform complex workflow mapping between the two systems. The operations are interpreted by the receiving system and may be mapped to their existing workflow and business rules without affecting the sending system.
For information on how to implement the case exchange framework, see Working with external systems.
The configuration of the Service Manager integration is done mainly in Service Manager. For more information on the Service Manager integration with Service Management, refer to the Service Manager documentation.
Related topics
