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 Manager9.51

Use > Request Management > Request Management administrator tasks > Alerts, events, and messages > Messages

Messages

Service Manager sends messages in response to an event. They can be directed to specific operators listed in the event record, and contain values from certain fields in quote, order, and line item records that caused the initial event.

Request Management message processing involves the following:

The background processor looking at the ocmoptions record for the phase or category that generated the event. If the record does not exist, processing ends.
Evaluation of the Messages/Events option in the ocmoptions record. If false, processing ends.
Checking for field name and operators in the ocmevents record. If none, processing ends (unless this event is delayed by gen order).
Recording in the msglog the generic message (from the ocmevents record’s Append Text field).
Sending the standard message and the mail message to the operators defined in the Operators field of the ocmevents record.
Sending a message to the operators defined in those fields referenced by the Field Name field of the ocmevents record.

The content of these fields is first assumed to be a group. If this group name is found in the ocmgroups file, then either the members or approvers (depending on the Member List field) of that group are added to a working list.

If this group name does not exist, the system searches the operator file; and if an operator record is found, it is added to the working list.

Send Help Center feedback