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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How to override approvals
Some users in Service Management have the ability to immediately override all pending approvals or previous denials. This is possible when:
- You have the correct permission.
- The specified record is in Approval phase.
- The approval strategy is set to All must approve and there are still pending approvals.
Note By default, the ability to override approvals is granted only to users having the Tenant admin role. To assign the permission to override approvals to other roles, see How to edit role permissions.
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A user with the Tenant Admin role can override pending approvals inside Service Management, but not in the Service Portal.
- In the Service Portal, a manager can override a pending approval by going to YOUR TEAM APPROVALS, and giving approval there.
The ability to override existing approvals is possible for the following record types:
- Request
- Change
- Article
- Idea
- Proposal
- Release
When properly configured, the OVERRIDE ALL APPROVALS button appears on the Approval form when you double-click (or edit) an approval on the Approvals tab of a specific record. After clicking this button, a confirmation message appears. Click Yes to complete the process and then refresh the screen to view the updated Approvals queue.
Note that when you click the OVERRIDE ALL APPROVALS button, the Approved by attribute for a record is set to you (and not to the user who was assigned to the approval) for denied and pending approvals.
