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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 |
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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". |
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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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How does customization affect the upgrade process?
The following explains how customization affects the upgrade process.
Conflicts
Object changes: The Upgrade Utility compares the objects in your database with their out-of-box versions and the corresponding objects provided from the upgrade package. The Upgrade Utility compares objects by their signatures. Each data record in Service Manager has a unique signature, which changes once that data record is updated. When processing object changes, the Upgrade Utility behaves as described in the following tables.
| Object in DB has been tailored? | OOB version of object matches upgrade package? | Out-of-box upgrade | Custom upgrade |
|---|---|---|---|
| Yes | No |
The Upgrade Utility tries to merge the object from the upgrade package with your tailored object. If the merge is successful, the Upgrade Utility marks the new merged object as "Auto Merged." If the merge fails, the Upgrade Utility marks the object as "Renamed." In both cases, the Upgrade Utility prefixes the object from the upgrade package with "NEW950," and then copies the object to your database and prefixes that object as "PRE<version_number>". For example, an object from applications version 9.31.0022 PDCP4 would be prefixed with "PRE9.31.0022_PDCP4". |
The Upgrade Utility marks the object from the upgrade package as “Forced,” and then copies the object in its revision. |
| Yes | Yes |
The Upgrade Utility keeps your local version, even if your version has been tailored and marks your local version as “Kept Customer”. |
The Upgrade Utility marks your local version object as “Already Current.” |
| No | No |
The Upgrade Utility overwrites the object in your database with the object from the upgrade package, and marks the object as “Upgraded.” |
The Upgrade Utility marks the object from the upgrade package as “Forced,” and then copies the object in its revision. |
| No | Yes | The Upgrade Utility marks the object as "Already Current" regardless of whether this is the first upgrade or a custom upgrade. | |
| Object is added in ... | Behavior | Note |
|---|---|---|
| DB | The Upgrade Utility always keeps your local version and does nothing else. | The object in your database does not have a corresponding object from the upgrade package. |
| Upgrade package | The Upgrade Utility adds the object to your database and marks the object as "Added" regardless of whether this the first upgrade or a custom upgrade. | The object from the upgrade package does not have a corresponding object from your database. |
Dbdict changes: The Upgrade Utility automatically adds new dbdict and merges new fields to existing dbdicts. The Upgrade Utility does not delete any existing field. For field and key changes, check "Field mapping changes" and "Key changes."
Field mapping changes: Normally the Upgrade Utility applies field mapping changes automatically, but there may be some exceptions. For example, when a length change is required, the Upgrade Utility automatically expands the length mapping. However, if the field mapping is a LOB-type change, the Upgrade Utility will not the change the type mapping. For detailed exceptions, check SQL Field Compare results before the upgrade and the except.log file after the upgrade.
Key changes: Normally the Upgrade Utility applies key changes automatically, but there may be some exceptions. For example, the Upgrade Utility automatically adds a new key and updates the existing key of the pre-upgrade out-of-box version. However, if a Unique key has been tailored, the Upgrade Utility will not apply the key change. For detailed exceptions, check the SQL Unique Key Compare Results before the upgrade and the except.log file after the upgrade.
Customization during upgrade
If any tailoring changes are made to your production system, for example, by applying an applications "hot fix," after you have initiated the upgrade process, it is highly recommended that you apply those same changes to the development system that is being used for conflict resolution before you create the final custom upgrade package. Or, these tailoring changes may be lost after the custom upgrade has been applied to production, and any conflict resolution that needs to be done in a production environment may slow down the production upgrade.
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