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 |
|---|---|---|
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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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CI Detection - Automatic recognition of CIs
In Change, Incident, and Request Management, Service Management includes automatic recognition of CIs. This feature allows rapid accurate identification of affected CIs.
Note For automatic recognition purposes, only devices are CIs. Automatic recognition is disabled if the Service Management tenant has records for less than 100 devices. Devices in Ended phase are not detected. For more information, see Devices.
How automatic recognition of CIs works
This feature works in the following fields:
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Description of change, incident, and request records
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Implementation plan of change records
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Solution of incident records
In these fields, Service Management can automatically identify CIs, if you type any of the following field values of a CI record, provided that field has at least 5 characters:
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Asset tag
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Barcode
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Display label
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Global ID
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Host name
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IP addresses
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Name
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Network cards
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Primary DNS name
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Serial number
Note If you use only the name of a device subtype for one of the preceding fields of a CI, Service Management does not automatically recognize the CI. For example, if you use Server as the Display label for a CI, this is not automatically recognized. However, if you use Server1234 as the Display label for a CI, this is automatically recognized.
If you type in such suitable details of an involved CI in an enabled field, Service Management:
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Automatically recognizes the CI
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Highlights the CI
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Saves it with the record
The CI is then displayed in the relevant section of the Involved CIs tab in the record.
If Service Management recognizes a CI, you can hover over the highlighted text to see a popup window with details of the CI , including a link to the record in Service Asset and Configuration Management.
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If you click Ignore CI, the description text remains, but the CI is neither automatically recognized, nor added to the involved CIs list.
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If you click Don’t add:
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The description text remains and the CI is automatically recognized and highlighted, but it is not added to the involved CIs list.
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An Add button is displayed. Click Add to add the CI to the involved CIs list.
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Note The internal database/cache used for CI detection is updated every 5-10 minutes, delays can occur before your device edits are reflected in the detection process.
Related topics
