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.
Search for | Example | Results |
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A single word | cat
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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 |
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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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Sample notifications
HPE Service Manager comes with sample notifications for the following modules:
User Interaction Management Notifications
Notification Title | Notification Subject | Notification BodyText |
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Interaction Registration notification to ESS User | Interaction,(number) has been registered |
Dear Sir/Madam, Interaction,(number); has been registered for you with the following details: Title:(Title) Service: (Service) Urgency: (Urgency) If you would like to view the actual status of this Interaction, please click this URL: (URL) If you have any queries you can always contact the Service Desk. Kind regards, ICT Service Desk tel: #8888 |
Interaction Registration notification to User | Interaction (Interaction #) has been registered |
Dear Sir/Madam, Interaction (Interaction#) has been registered for you with the following details: Title: (Title) Service: (Service) Category: (Category) Area: (Area) Sub-area: (Sub-area) Priority: (Priority) Status: (Status) Target Date: (SLA target date) If you would like to view the actual status of this Interaction, please click this URL: (URL) If you have any queries you can always contact the Service Desk. Kind regards, ICT Service Desk tel: #8888 |
Web interaction processed by Service Desk | Interaction (Interaction #) has been processed by the Service Desk |
Dear Sir/Madam, Interaction (Interaction#) has been processed by the Service Desk. Title: (Title) Service: (Service) Category: (Category) Area: (Area) Sub-area: (Sub-area) Priority: (Priority) Status: (Status) Target Date: (SLA target date) If you would like to view the actual status of this Interaction, please click this URL: (URL) If you have any queries you can always contact the Service Desk. Kind regards, ICT Service Desk tel: #8888 |
Interaction updated by User notification to Service Desk | Interaction (Interaction #) has been updated by User | Dear (Assignee), (Category) (Incident#) has been updated by (name of person who did the update (if possible)). (Category) details: Title: (Title) Service: (Service) Area: (Area) Sub-area: (Sub-area) Priority: (Priority) Status: (Status) Open Date: (Open Date) Target Date: (SLA target date) Assignment Group: (Assignment Group) (URL) Description: (Description) Last update: (text of the last update made (if possible)) |
Interaction Closure notification to User | Interaction (number) has been closed |
Dear Sir/Madam, Interaction, (number) has been Closed for you. Title: (Title) Service: (Service) Category: (Category) Area: (Area) Sub-area: (Sub-area) Priority: (Priority) Open Date: (Open Date) SLA Target Date: (SLA target date) Close Date: (Close Date) If you disagree with the solution below, you can resubmit the Interaction by clicking this URL: (URL) Description: (Description) Solution: (Solution) If you have any queries you can always contact the Service Desk. Kind regards, ICT Service Desk tel: #8888 |
Incident Management notifications
Notification Title | Notification Subject | Notification BodyText |
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Complaint Assigned notification to Service Desk Manager | (Category) (Incident #) has been assigned to you | Dear (Assignee), (Category) (Incident#) has been assigned to you. (Category) details: Title: (Title) Service: (Service) Area: (Area) Sub-area: (Sub-area) Priority: (Priority) Status: (Status) Open Date: (Open Date) Target Date: (SLA target date) Assignment Group: (Assignment Group) (URL) Description: (Description) |
Incident SLA breached notification to Incident Manager | (Category) (Incident #) has breached its SLA | Dear (Assignee), (Category) (Incident#) has breached its SLA. (Category) details: Title: (Title) Service: (Service) Area: (Area) Sub-area: (Sub-area) Priority: (Priority) Status: (Status) Open Date: (Open Date) Target Date: (SLA target date) Assignment Group: (Assignment Group) Assignee: (Assignee) (URL) Description: (Description) |
Incident Assigned notification to Assignee | (Category) (Incident #) has been assigned to you | Dear (Assignee), (Category) (Incident#) has been assigned to you. (Category) details: Title: (Title) Service: (Service) Area: (Are)) Sub-area: (Sub-area) Priority: (Priority) Status: (Status) Open Date: (Open Date) Target Date: (SLA target date) Assignment Group: (Assignment Group) (URL) Description: (Description) |
Incident updated by NOT(Assignee) notification to Assignee | (Category) (Incident #) has been updated by IT specialist | Dear (Assignee), (Category) (Incident#) has been updated by (name of person who did the update (if possible)). (Category) details: Title: (Title) Service: (Service) Area: (Area) Sub-area: (Sub-area) Priority: (Priority) Status: (Status) Open Date: (Open Date) Target Date: (SLA target date) Assignment Group: (Assignment Group) (URL) Description: (Description) Last update: (text of the last update made (if possible)) |
Problem Management notifications
Notification Title | Notification Subject | Notification BodyText |
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Problem Assigned notification to Assignee | Problem (Problem #) has been assigned to you | Dear (Assignee), Problem (Problem#) has been assigned to you. Problem details: Title: (Title) Service: (Service) Area: (Area) Sub-area: (Sub-area) Priority: (Priority) Status: (Status) Open Date: (Open Date) Target Date: (SLA target date) Assignment Group: (Assignment Group) (URL) Description: (Description) |
Problem Rejected notification to Problem Coordinator | Problem (Problem #) has been Rejected by (Problem Analyst) | Dear (Problem Coordinator), Problem (Problem#) has been rejected by (name of person who did the update (if possible)). Problem details: Title: (Title) Service: (Service) Area: (Area) Sub-area: (Sub-area) Priority: (Priority) Status: (Status) Open Date: (Open Date) Target Date: (SLA target date) Assignment Group: (Assignment Group) (URL) Description: (Description) |
Known Error Closed notification to Problem Coordinator | Known Error (Known Error#) has been Closed by (Operator) | Dear (Problem Coordinator), Known Error (Known Error ID#) has been closed by (Operator). Known Error details: Title: (Title) Service:(Service) Area: (Area) Sub-area: (Sub-area) Priority: (Priority) Assignment Group: (Assignment Group) (URL) |
Problem Registered notification to Problem Coordinator | Problem (Problem #) has been registered | Dear (Problem Coordinator), Problem (Problem#) has been registered. Problem details: Title: (Title) Service: (Service) Area: (Area) Sub-area: (Sub-area) Priority: (Priority) Status: (Status) Open Date: (Open Date) Target Date: (SLA target date) Assignment Group: (Assignment Group) Problem Coordinator: (Problem Coordinator) (URL) Description: (Description) |
Problem Assigned to group notification to Problem Coordinator | Problem (Problem #) has been assigned to your group | Dear (Problem Coordinator of Assignment Group), Problem (Problem#) has been assigned to your group. Problem details: Title: (Title) Service: (Service) Area: (Area) Sub-area: (Sub-area) Priority: (Priority) Status: (Status) Open Date: (Open Date) Target Date: (SLA target date) Assignment Group: (Assignment Group) (URL) Description: (Description) |
Problem for Review & Closure notification to Problem Manager | Problem (Problem #) is ready for Review & Closure | Dear (Problem Manager), Problem (Problem#) has now entered the Problem closure and review phase. Problem details: Title: (Title) Service: (Service) Area: (Area) Sub-area: (Sub-area) Priority: (Priority) Status: (Status) Open Date: (Open Date) Target Date: (SLA target date) Assignment Group: (Assignment Group) (URL) Description: (Description) |
Problem Workaround published notification to Service Desk Manager | Workaround published for Problem (Problem#) | Dear (Service Desk Manager), Known Error (Known Error#) now has a published workaround. Known Error details: Title: (Title) Service: (Service) Area: (Area) Sub-area: (Sub-area) Priority: (Priority) Status: (Status) Open Date: (Open Date) Assignment Group: (Assignment Group) (URL) Description: (Description) Workaround: (Workaround) |
Problem Task Closed notification to Problem Coordinator | Problem Task (Problem Task#) has been Closed | Dear (Problem Coordinator of Assignment Group), Problem Task (Problem Task#) has been closed. Problem Task details: Title: (Title) Assignee: (Assignee) Problem details: Title: (Title) Service: (Service) Area: (Area) Sub-area: (Sub-area) Priority: (Priority) Status: (Status) Open Date: (Open Date) Target Date: (SLA target date) Assignment Group: (Assignment Group) (URL) Description: (Description) |
Known Error proposed solution notification to Problem Manager | Known Error (Known Error#) has a proposed solution | Dear (Problem Manager), Known Error (Known Error#) now has a solution proposed Known Error details: Title: (Title) Service: (Service) Area: (Area) Sub-area: (Sub-area) Priority: (Priority) Status: (Status) Open Date: (Open Date) Assignment Group: (Assignment Group) (URL) Description: (Description) Solution: (Solution) |
Known Error Assigned notification to Assignee | Known Error (Known Error#) has been assigned to you | Dear (Assignee), Known Error (Known Error#) has been assigned to you. Known Error details: Title: (Title) Service: (Service) Area: (Area) Sub-area: (Sub-area) Priority: (Priority) Status: (Status) Open Date: (Open Date) Assignment Group: (Assignment Group) (URL) Description: (Description) |
Solution identification target exceeded notification to Problem Manager | Known Error (Known Error#) solution identification target has been exceeded | Dear (Problem Manager), Known Error (Known Error#) solution identification target has been exceeded. Known Error details: Title: (Title) Service: (Service) Area: (Area) Sub-area: (Sub-area) Priority: (Priority) Status: (Status) Open Date: (Open Date) Assignment Group: (Assignment Group) (URL) Description: (Description) |
Change Management notifications
Notification Title | Notification Subject | Notification BodyText |
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Task rejected notification to Change Coordinator | Task (Task#) of Change (Change#) has been rejected by (Assignee) | Dear (Change Coordinator of parent Change), Task (Task#) of Change (Change#) has been rejected by (Assignee). Task details: Category: (category) Brief Description: (brief description) Rejection reason: (rejection reason) Change details: Category: (category) Brief Description: (brief description) |
Change information incomplete or incorrectly assigned notification to Change Initiator | Change (Change#) is incorrectly assigned or has incomplete information | Dear (Change Initiator), Change (Change#) has been returned to you because of incomplete information or incorrect assignment. Please update the Change. Change details: Category: (category) Brief Description: (brief description) |
Task assigned notification to Assignee | Task (Task#) of Change (Change#) has been assigned to you | Dear (Assignee), Task (Task#) of Change (Change#) has been assigned to you. Task details: Category: (category) Planned Start: (Planned Start) Planned End: (Planned End) Brief Description: (brief description) Change details: Category: (category) Change Coordinator: (Change Coordinator) Brief Description: (brief description) |
Related concepts
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