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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Generic relationship fields
Service Management includes the following out-of-the-box generic relationship fields to support specific customer needs:
IncidentToCompany
You can use this to create relationships between incidents and vendors. However, Service Management best practice for assigning an incident to a vendor (company), is to associate the incident with a group - such as an expert group, or a service desk group - that represents the vendor. An OLA Service Agreement measures the time an incident is in a group, if the incident is assigned to such a group. Therefore, if instead the incident is assigned to a vendor (company), service agreements are unable to measure the service level performance of the vendor.
RequestToCompany
You can use this to create relationships between requests and vendors. However, Service Management best practice for assigning a request to a vendor (company), is to associate the request with a group - such as an expert group, or a service desk group - that represents the vendor. An OLA Service Agreement measures the time a request is in a group, if the request is assigned to such a group. Therefore, if instead the request is assigned to a vendor (company), service agreements are unable to measure the service level performance of the vendor.
DeviceToCompany
You can use this to create relationships between devices and vendors. Here are two best practice examples that bad usage of this generic relationship may violate:
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Associate a device with a maintenance contract, and then to associate the maintenance contract with the vendor (company).
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Associate a device with a brand. (There is a relationship - Owner - which creates a connection between the brand and the vendor.)
Therefore, the following examples are not best practices, and are not recommended:
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Associate a device with the vendor who is responsible for the maintenance of the device.
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Associate a device with its manufacturer.
Important You should only use these relationships after ensuring that you fully understand the consequences of their use. For example, in some cases, use may breach Service Management best practices, and adversely affect functionality and future upgrades.
Related topics
