Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
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.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Manager9.41

Use > Survey > Service Manager Survey > SM Survey setup

SM Survey setup

SM surveys fall into two categories: manual surveys and scheduled surveys. You need to configure the two types of SM surveys differently.

Common configurations

Both types of SM surveys require the following configurations:

The HTML Email solution must be set up. For details, see Set up HTML Email for SM surveys.
The web tier URLs must be set up in the System Information Record. This is because both types of SM surveys use the web tier URLs (index.do or ess.do) in the survey links that are sent to the recipients. For details, see Configure web tier URLs for SM surveys.

Once these configurations are ready, you can send manual SM surveys from a record by selecting the Send Survey option. However, scheduled SM surveys require additional configurations.

Additional configurations for scheduled SM surveys

Scheduled surveys are based on the survey integration framework, and therefore require the following additional configurations:

A survey integration instance is set up and enabled in Integration Manager. For details, see Enable a survey integration instance.
Desired recipients are predefined in the SM Survey connector. For details, see Configure the survey recipients.
A survey definition for each supported module is created based on the SM Survey connector. For details, see Create an SM survey for a module.

You can create an SM survey for each of the following modules: Change, Configuration Item, Interaction, Incident, Request, and Problem.

Send Help Center feedback