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 > Configuration Management > Configuration Management overview > Service Portfolio Notification and Escalation

Service Portfolio Notification and Escalation

Throughout the HPE Service Manager suite, several ways of providing alerts and escalations are provided. The Service Portfolio items and configuration management module workflows control the requesting behavior notification and alerts while the appropriate fulfillment module controls notification and escalation for fulfillment.

Throughout the HPE Service Manager suite, there are several ways of defining and providing alerts and escalations. The Service Catalog items and Configuration Management module workflows control notification and alerts associated with requests, while the appropriate fulfillment module controls notification and escalation for fulfillment.

Notifications: HPE Service Manager provides a broad and deep solution to deliver notifications to stakeholders whenever the request or fulfillment is opened, updated or closed. The notification engine allows administrators complete control over
1. What notification vehicle (for example, email) and format to deliver
2. On what conditions to send the notification
3. To whom the notification should be sent
Alerts: The Service Desk module includes the ability to set criteria for the generation of alerts. For example the administrator can set rules for three stages of alert and a deadline condition. When these targets are met, specified users receive alerts and notifications through the HPE Service Manager tool, email or other method. Fulfillment records in Request Management or Change Management have even more robust notification and alert capabilities.
Escalations. Business rules can be used to trigger automated escalations of records under various conditions. Examples include: should the status remain unchanged for too long; the record is “reassigned” too often between assignment groups; or for other rules as defined. In addition to documenting the violation of these rules, the administrator can configure HPE Service Manager to act in certain ways should these rules be breached. For example, if a record remains in open state for too long, reassign it to the assigned user’s manager. Fulfillment records in request management or change management have even more robust notification and alert capabilities.

Out-of-box HPE Service Manager provides various notifications during the lifecycle of services. HPE Service Manager also provides notification controls are activated for CIs or for Service Catalog items. The alert and escalation capabilities are not enabled out-of-box. However, these capabilities can be added quickly and easily via simple configuration settings.

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