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 |
---|---|---|
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 |
|
|
Either word in a topic |
|
|
Topics that do not contain a specific word or phrase |
|
|
Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
A combination of search types | ( ) parentheses |
|
Request Matching
HPE Service Manager can alert request fulfillment staff if an incoming request appears to be a duplicate of an existing request (same requester, same request type, same request timeframe, and so on).
HPE Service Manager provides a smart indicator function, which provides information on related issues and gives users the ability to drill down to this data quickly to troubleshoot the issue. Smart indicators can be configured to show other interactions and incidents open and closed for the same user, incidents associated with the same service or incidents associated with the same configuration item (CI). Smart Indicators can also be configured to show known errors for a service, providing the ability to immediately communicate to the caller information related with the service.
As an example, after a user has submitted a service request, the request will be created first as an interaction. During this process, the smart indicator can be used to browse through other interactions while looking for associated service request with the same service recipient.
Meanwhile HPE Service Manager provides other matching options. For example: In Incident Management Security Profile, customer can define how they want to check similar or duplicate Incidents. Then later if a user contacts service desk agent to report an Incident, agent can create a Service Desk interaction to collect information about the service request. Categorize the service request as an Incident, and then solve or escalate the request. When the service request results in an Incident system can automatically identify potentially matching Incidents.
We welcome your comments!
To open the configured email client on this computer, open an email window.
Otherwise, copy the information below to a web mail client, and send this email to ovdoc-ITSM@hpe.com.
Help Topic ID:
Product:
Topic Title:
Feedback: