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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- Upgrade tasks on the development environment
- Step 1: Duplicate the production environment
- Step 2: Upgrade server and client
- Step 3: Perform preparatory tasks
- Step 4: Load the applications upgrade files
- Step 5: Run the Upgrade Utility
- Step 6: View the upgrade results
- Step 7: Manage the upgrade result data
- Step 8: Resolve exceptions
- Step 9: Resolve conflicts
- Step 10: Perform additional manual tasks
- Step 11: Migrate Process Designer data
- Step 12: Return the system to normal operation
- Step 13: Test the development environment
- Step 14: Back up the system
- Step 15: Build a custom upgrade
Step 10: Perform additional manual tasks
This section lists changes that cannot be automated by the Upgrade Utility and changes that are required only for certain customers. Make these changes before testing and backing up your system.
Adopt the logical name solution
In previous versions of Service Manager, the logical.name field in the device table was used as both the unique identifier and display name for a CI, causing loss of CI data integrity across Service Manager modules and complexity of CI reconciliation between integration products (for example, Service Manager does not allow duplicate CI names while UCMDB does).
Service Manager 9.41 and later versions solves the problems described above with the logical name solution. Once you have upgraded to Service Manager 9.50 from an applications version prior to 9.41, you need to perform additional manual tasks to adopt the solution in your production environment. For a summary of this solution and details of these manual post-upgrade tasks, see the Service Manager Logical Name Solution white paper.
Adopt Smart Search
Service Manager 9.41 introduces Smart Search which enables you to search among a variety of content, including Service Manager records, SharePoint documents, static web pages, and KM documents. You can integrate multiple knowledge libraries by configuring different search connectors, so that users can search among the information that they can access.
Once you have upgraded to Service Manager 9.50 from an applications version prior to 9.41, follow these steps to make sure the login.DEFAULT format control record has the expected code for the Smart Search feature:
- Log on to your Service Manager server as a System Administrator.
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Click Tailoring > Format Control. Service Manager opens a blank Format Control Maintenance form.
- Type login.DEFAULT in the Name field, and then click Search.
- Click JavaScript.
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Check whether the following codes exist:
var idolserver = new SCFile('idolserverinfo'); var rc = idolserver.doSelect('true'); if (rc === RC_SUCCESS) { vars['$lo.idol.enabled'] = idolserver['enable']; vars['$lo.idol.img.enabled'] = idolserver['image.enable']; if (vars['$lo.idol.enabled']) { vars['$G.kmsearchengine'] = 'IDOL'; } }
If these codes do not exist, you must type true in the Add field and then add these codes manually.
- Click Save and OK.
Adopt Chat
Perform the manual steps described in the "Deploy the chat server" task in either of the following topics:
Update the support.groups fields in the device table
Once you have upgraded to Service Manager 9.50, follow these steps to update the support.groups fields in the device table:
- Log on to your Service Manager server as a System Administrator.
- Click Tailoring > Database Dictionary.
- Type device in the File Name field, and then click Search.
- Click support.groups of the array type.
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Update the value in the SQL Table field to a1, and then click OK to save your changes.
Note If a1 is already in use, use other values instead. For example, a2 or a3.
- Click support.groups of the character type.
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Update the value in the SQL Table field to a1, update the value in the SQL Type field to VARCHAR(60), and then click OK to save your changes. See the following screenshot as an example:
Note
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VARCHAR is the SQL type of a SQL server. Use VARCHAR2 for an Oracle server.
- If a1 is already in use, use other values instead. For example, a2 or a3.
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If the system displays the following error message, update VARCHAR(60) to a bigger size such as VARCHAR(100).
Length (61 bytes) of data for field support.groups in SMSQLF3E5E54522D0397D0D08F6074 exceeds max (60 bytes), truncated (record.update,start)
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- Click OK to save your changes and close the device table.
Caution If the device table contains more than 100,000 records, updating the support.groups fields may take more than one hour.
Additional manual migration tasks on Service Manager 9.50 Hybrid
After you have run the Service Manager 9.50 Applications Upgrade Utility to migrate your system to Service Manager Hybrid, you must complete a number of manual configuration tasks. Some tasks are optional, depending on how you want to configure your Service Manager Hybrid system. For detailed instructions, refer to Appendix A: Additional manual migration tasks on Service Manager 9.50 Hybrid.
Note Perform these manual migration tasks on the development environment only.
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