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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- Out-of-the-box business rules
- Change transition rules
- Release transition rules
- Incident transition rules
- Problem transition rules
- Idea process - Business rules
- Optimization process - Business rules
- Proposal process - Business rules
- Service definition process - Business rules
- System element process - Business rules
- Service component process - Business rules
- Fixed asset process - Business rules
- Cost center process - Business rules
- Actual service process - Business rules
- Device process - Business rules
- Asset model process - Business rules
- Infrastructure & peripheral process - Business rules
- Subscription process - Business rules
- Reservation process - Business rules
- License process - Business rules
- Contract process - Business rules
- Vendor (Company) process - Business rules
Idea process - Business rules
In the out-of-the-box idea workflow, the following business rules apply to the indicated metaphase or phase.
Idea process - all phases
| Condition | Service Management action | |
|---|---|---|
| After change | Related proposal is changed and is not empty |
In the proposal , set Created from to Idea |
|
Review decision is changed to one of the following:
|
Send an email to the person listed in the Created by field notifying the review decision | |
| Phase Id is changed to Review | Send an email notification to the user who created the idea using the default template definition | |
| None |
Validate:
Display the idea workflow error message in case of a failure |
|
| None |
Validate:
Display the idea workflow error message in case of a failure |
|
| None |
Validate:
Display the idea workflow error message in case of a failure |
|
|
Task plan for review is rejected |
Set:
|
|
| Rendering forms | The metaphase is not Assessment |
Disable the following fields:
|
| None |
Suggested values for Business unit should be in the Organizational group type only |
|
| None |
Suggested values for Related proposal should be in the following phases:
|
|
| None | Suggested values for Target Service should be in the Operate phase only | |
| None |
Suggested values for Related change should be in the following phases:
|
Draft phase
| Event | Condition | Action |
|---|---|---|
| Entering | Created by is empty | Created by = Current user ID |
| Number of likes is empty | Number of likes = 0 | |
| Priority is empty | Priority = Medium | |
| Transitioning to the Abandon phase | None |
Validate Created By = Current user ID Display the idea workflow error message in case of a failure |
| Transitioning to the Refine phase | None |
Validate Created By = Current user ID Display the idea workflow error message in case of a failure |
Refine phase
| Event | Condition | Action |
|---|---|---|
| Entering | Created by is empty | Created by = Current user ID |
| Number of likes is empty | Number of likes = 0 | |
| Priority is empty | Priority = Medium |
Review phase
| Event | Condition | Action |
|---|---|---|
| After change |
|
Validate Review decision is empty Display the idea workflow error message in case of a failure |
| Rendering forms | None | Expand Review details |
| Review decision is not Create a proposal or Create a change |
|
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| Review decision is Create a proposal | Disable Related change | |
| Review decision is Create a change | Disable Related proposal | |
| Entering | None | Set Review decision = Null |
| None | Set Review feedback = Null |
Refinement metaphase
| Event | Condition | Action |
|---|---|---|
| After applying changes | An idea is created | Send an email notification to the person who created the idea |
| The phase is changed to Refine | Send an email to notify related users of the new idea |
Related topics
