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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- Request Fulfillment workflows and user tasks
- Examples: Request Workflow
- Create a new request record
- Create a new request from a user interaction
- Create a request by copying an existing record
- Update a request record
- Suspend a request
- Approve or deny a request
- Escalate a request
- Create a request template
- Apply a request template
- Apply a request model to an existing request record
- Update multiple request records
- Approve multiple request records
- Link a request to another record
- Set a reminder for a request
- Send a notification from a request
- View audit log from a request
- Access the alert log when viewing a request
- Create a scheduled maintenance task from a request record
- View or edit the cost of a request
- Close a request directly in the Logging phase
- Close a request record
- Reopen a request record
- Access Request Fulfillment reports
Approve or deny a request
Security Roles: Request Approver
You can approve or deny a request that is pending approval only if you are a member of the necessary approval group and you are assigned the appropriate Request Fulfillment security right.
These actions are available in all phases except “Closure”. Users who have the “Can Approve” right in the “Request” area are authorized to run these actions.
To approve or deny a request in the approval inbox, follow these steps:
- Log on to Service Manager as the request approver.
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Click Approval Inbox.
Requests awaiting your approval are displayed.
- Select the request that you want to approve, and click View.
- Review the details of the request record.
- After you finish your review, click Cancel.
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Select the request that you want to process, and then approve or deny it according to your review result:
- To approve the request, click Approve. The request moves to the next phase.
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To reject the request, click Deny, enter a rejection reason and additional comments, and then click OK. The request returns to the previous phase.
From the request record, you can also approve or deny the request. In addition, you can retract a previous approval or denial action from the request record. To do so, follow these steps:
- In the System Navigator, click Request Fulfillment > Request Queue or Search Requests.
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Locate the request record on which you want to perform the approval actions, and then double-click the record to open it.
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Open the Approvals section, and then go to the Current Approvals subsection. The Current Approvals form lists the approval type and approval status.
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Click an approval type to learn which approval group is assigned this approval type. When a request requires more than one approval, the approvals must occur in the order listed in the Sequence column.
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Review the request information and determine how you will process the approval request.
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To approve a request, click Approve.
Service Manager changes the approval status to approved.
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To deny a request, click Deny. Type the reason you are denying the request, and then click OK. Service Manager changes the approval status to denied, and no further approvals are possible until the denial is retracted.
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To retract a previous approval or denial action, click Retract. Type the reason you are retracting the request, and then click OK. Service Manager changes the approval status to pending, and the request requires a new approval cycle to progress.
Related topics
