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

External Helpdesks

Main configuration file <SMSSMEX_installDir>/config/ovictex.properties must define all External Helpdesk Instances. For example:

Each external helpdesk has the following configuration files:

<ExtHdInstanceName>.properties
```
FieldMapping.xml
```
Note The same names (such as exthd1, SAP_exthd2, NY200BM) must be used for the names of subfolders with specific configuration file names. The names must not contain spaces or special characters. The default configuration comes with a defined exthd1 sample External Helpdesk configuration.

To create a new instance:

Add a new line in the ovictex.properties file for the new ExtHd.

exthd.instances.id.2 = exthd2
Create the new subfolder <SMSSMEX_installDir>/config/exthd2.
Copy the configuration files for exthd1 to exthd2.
Rename <SMSSMEX_installDir>/config/exthd2/exthd1.properties to <SMSSMEX_installDir>/config/exthd2/exthd2.properties.
Make the required changes to the new files.
The following parameters must be configured in <ExtHdInstanceName>.properties:

exthd.webservice.endpoint = http://<SolutionManager host>:<Port>/sap/bc/srt/rfc/sap/ICT_SERVICE_DESK_API?SAP-CLIENT=<SAP client number>

exthd.webservice.authentication.scheme = BASIC

exthd.webservice.authentication.username = <SAP client user name>

exthd.webservice.authentication.password = <encrypted SAP client user password>

IMG activity guides you to SAP transaction /nsmicm. Select the activity in menu Goto > Services.

This transaction shows the host and port for access to the SAP Solution Manager Service Desk web service. Specify the host/port in <ExtHdInstanceName>.properties as the endpoint entry.

Note exthd.webservice.authentication.password must be filled by encryptPasswords.bat|sh.