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.
Search for | Example | Results |
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A single word | cat
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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 |
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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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Suite Administration for shared service providers
Shared service providers can use Suite Administration to set up an MT environment to manage their business units' and clients' request and incident records.
To set up the environment, complete the following tasks as a suite admin user:
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Create a provider account to host the shared service admin users and agents.
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Add users to the provider account.
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Shared service admin users are assigned with MT Administrator role in Service Management automatically.
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Shared service agents are assigned with MT Agent role in Service Management automatically.
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Create a provider tenant and assign a provider account to this tenant.
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Add users to the managed accounts.
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Create managed accounts and managed tenants.
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Add managed tenants and shared service users to the provider tenant using Shared service tab in provider tenant. The updates on the managed tenants and shared service users in Suite Administration are synchronized to Service Management in one direction.
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In Managed tenant section, click Add to add a managed tenant. Click on the tenant and then select Remove to remove the selected managed tenant.
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In User access section, click Add to add a shared service user for the selected managed tenant and grant permission.
Currently, incidents and requests can be managed. The users granted with Incident permission are assigned with Incident Manager role in Service Management automatically. The users granted with Request permission are assigned with Service Request Manager role in Service Management automatically.
Click on the user and then select Grant permission to edit the permission.
Click on the user and then select Remove to remove the user from the managed tenant.
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The proper permissions must be configured on both the provider tenant and the managed tenants for users to be able to view or edit managed tenant records.
Service Management tenant installation |
Roles in Service Management |
Applied to |
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Provider tenant | MT Administrator | Admin only. Users with this role can add MT agent to the managed tenants. Shared service admin created in |
MT Agent | All users who access managed tenant records. | |
Managed tenant |
Service Request Manager (recommended) |
All users who access request data for this managed tenant. If role not assigned, then applicable view and/or edit permissions on requests and all related record types (such as person, group, service) must be assigned to these users. |
Incident Manager (recommended) |
All users who access incident data for this managed tenant. If role not assigned, then applicable view and/or edit permissions on incidents and all related record types (such as person, group, service) must be assigned to these users. |
Permissions model for provider and managed tenants
Any users of the shared services who are accessing records on the managed tenants must be added as users on the tenant.
Related topics