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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Models
A model simplifies the creation of a record. For example, when you have common incidents, it is efficient to design an incident model that you can reuse to simplify the amount of effort required to resolve that same type of incident many times. Models standardize the end-to-end process and maximize efficiency.
A Service Management model pre-populates common fields to save time when you create a new record. When you create a new record and select an appropriate model, Service Management automatically populates the relevant fields. For certain record types, a model can even create the tasks necessary to complete a process.
Service Management provides a set of default models, and you can add models as required. If you no longer require a model, you can retire that model.
For more information, see the following:
| Module | Topics |
|---|---|
| Change Management | |
| Incident Management | |
| Knowledge Management | |
| Release Management | |
| Service Asset & Configuration Management | |
| Software Asset Management |
