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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Roles and permissions
Service Management has built-in roles that are based on industry best practice recommendations. Large companies might have several people assigned to the same role. Smaller organizations might have multiple roles assigned to one person. Maintaining a role-based view of the organization makes sure that you adhere to the best practice model no matter who is assigned to the role or how you divide the responsibilities associated with the role. For example, if your company is large, you may have separate process designers and process owners assigned to each module. A smaller company might assign both roles to one person for each module.
Roles have certain permissions that enable you to complete your daily work. Roles are assigned by application area. For example, an Incident Coordinator, Change Coordinator, and Problem Coordinator are similar roles with similar rights within the Incident, Change, and Problem Management applications.
For more information about the built-in roles, see Default roles.
Permissions
Permissions are controls within applications. When assigned, they enable you to complete certain Service Management tasks, such as adding update information to a record. Permissions are an administrative strategy to control access to records and limit the number of people who can view, create, update, or delete records. Permissions to view particular data domains limit your ability to view only records that are tagged with those domains.
If you are not familiar with the permissions assigned to you or your role, contact your tenant administrator.
If you are not familiar with your assigned role, contact your tenant administrator.
Note A license is required to log into Service Management. For more information, see How to assign licenses to users.
Related topics
