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 |
|
- Service Request Management
Service Request Management workflow
A workflow is the end-to-end process from the service request creation to the service request closure. The building blocks of the workflow are metaphases, phases and transitions. Service Management displays a graphic view of the workflow where you can see the current phase and the transitions that connect the current phase to all other phases.
The Service Request Management process workflow includes all necessary steps to create and implement service requests, including any necessary escalations or reassignments. If an incident is created from the request on the request entity page, the request is automatically transitioned from the First line support phase to the Escalate phase.
Service Request Management workflows contain metaphases and phases that lead to closure. When you update a record, the record can transition from one phase to the next automatically, if certain conditions are met. In certain phases, you can also advance manually to the next phase in the workflow snapshot.
Example: a transition can depend on the value in a field in the record. The transition from the Fulfillment metaphase to the Validation metaphase occurs when a solution and completion code are provided together for the service request.
The Service Management service request workflow reflects ITILv3 process recommendations.
Related topics
