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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Task notification rules
Service Management sends an email notification to designated users when a business rule triggers a notification event. The following sections describe the out-of-the-box notifications for tasks.
All task processes
Comment added
| Template | Recipients | Content | Notes |
|---|---|---|---|
| New comment added |
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Confirmation of new comment |
Approval task processes
After a change
| Template | Recipients | Content | Notes |
|---|---|---|---|
| Notification template for pending approval task with email integration |
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Email integration is enabled. |
| Send person a notification that an approval task is pending |
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Email integration is off. |
After a record is in the Pending phase for 24 hours
| Template | Recipients | Content | Notes |
|---|---|---|---|
| Notification template for pending approval task reminder with email integration reminder |
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Email integration is enabled. |
| Send person a reminder that an approval task is pending |
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Email integration is off. |
After a record is in the Pending phase for 72 hours
| Template | Recipients | Content |
|---|---|---|
| Send manager a reminder that an approval task is pending |
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Automatic task processes
Review phase - after change
| Template | Recipients | Content |
|---|---|---|
| Send task assigned to review by person notification |
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Manual task processes
After a change
| Template | Recipients | Content |
|---|---|---|
| Send task assigned to person notification |
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| Send task assigned to group notification |
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After a record is in a metaphase (other than Done) for 48 hours
| Template | Recipients | Content |
|---|---|---|
| Send person a reminder that a task is pending |
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After a record is in a metaphase (other than Done) for one week
| Template | Recipients | Content |
|---|---|---|
| Send manager a reminder that a task is pending |
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