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.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Management

Administer > Administer the Service Management > People > How to manage entitlement rules

How to manage entitlement rules

The Entitlement Rules tab of the People module enables you to create entitlement rules. These rules ensure that offerings, knowledge articles, service definitions, categories, and custom themes in the Service Portal are available to relevant audiences in specified locations, and belonging to specified user groups. The entitlement rules apply to these record types in the Service Portal and fields related to the Service Portal, such as the Catalog offering field in Request records. They do not apply in the record type list view.

Note

After creating or updating an entitlement rule, it may take several minutes before the user can see information entitled to him by his location and user group.
Data domain assignments are different from entitlement rules. They are used to restrict access to specific records in a user's view in Service Management. For more information on data domains, see Data domain segmentation.

Create an entitlement rule

From the main menu, select Administration > Master Data > People > Entitlement Rules.
Click New.
Enter a name for the entitlement rule, and provide a description.
To limit the rule to specific criteria, select a location, user group, and role.

Note You can select any combination of these criteria.

For information about defining locations, see Locations.

For information about defining user groups, see How to create a group.

For information about default roles, see Default roles.
Save the rule.
The rule applies to people who are members of the selected group, located in the selected location or a more specific location, and have the selected role assignment.

Note

If no group is defined for the entitlement rule, it applies to all people in the selected location with the selected role.
If no location is defined for the entitlement rule, it applies to all people in the selected group with the selected role.
If no role is defined for the entitlement rule, it applies to all people in the selected group and location.
If no group, location, or role is defined for the entitlement rule, it applies to all people.

Edit an entitlement rule

From the main menu, select Administration > Master Data > People > Entitlement Rules.
Select a rule, and click Details.
Edit the details, and save your changes.

Example of an entitlement rule

A company wants to offer mobile phones to all Sales employees in the United States.

In the Entitlement Rules tab, the administrator creates an entitlement rule called Sales - USA.
Under Location, he selects United States.
Under Group, he selects Sales.
The administrator then creates the Mobile Phone offering, selecting Sales - USA as the audience.

When a user does a search for mobile phones in the Service Portal, he will see the Mobile Phones offering only if he is located in the United States, and is a member of the Sales user group.
If the administrator wants to define an entitlement rule for a wider audience, for example, the Sales and Customer service groups, he can modify the rule by clearing the Group field and selecting Service Request Agent under Role.

When a user does a search for mobile phones in the Service Portal, he will see the Mobile Phones offering only if he is located in the United States, and has the Service Request Agent role assignment.

For more information about managing service offerings, see How to create an offering.

Note You could use the same entitlement rule to set the custom theme applied to these employees' view of the Service Portal. For more information about custom themes, see Quick guide to customizing the Service Portal.

Example of effect of different category, service definition, and offering entitlement rules

The following example shows the cumulative effect of different entitlement rules.

Assume the following:

Category Alpha has an entitlement rule of USA.
Service definition SD is in the catalog, under the category of Alpha. It has an entitlement rule of California.
Offerings ONE, TWO, and THREE, are under service definition SD.
- Offering ONE has an entitlement rule of Los Angeles.
- Offering TWO has an entitlement rule of Palo Alto.
- Offering THREE has no entitlement rule.
The entitlement rules of USA, California, Los Angeles, and Palo Alto, are for these respective geographic locations.

The following table summarizes the effect of these entitlement rules.

Y means the user may access the record.
N means the user may not access the record.

Record (entitlement rule)	Los Angeles user	Palo Alto user	Houston user	London user
Category Alpha (USA)	Y	Y	Y	N
Service definition SD (California)	Y	Y	N	N
Offering ONE (Los Angeles)	Y	N	N	N
Offering TWO (Palo Alto)	N	Y	N	N
Offering THREE (none)	Y	Y	N	N

For more information, see Entitlement rules use case.