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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Workflow view
The workflow view is a graphic representation of the Change, Request, or Problem Management process definition, and which step each existing change request, quote, problem, or known error is at in that process.
Note: To successfully use the workflow features of Service Manager, make sure you have Java 1.5.0 or higher installed.
The workflow view has interactive features that enable you to expand the view of any component in the workflow. Service Manager displays graphic views of the workflow for these applications:
- Change Management change categories
- Change Management task categories
- Change Management change requests
- Problem Management problems
- Problem Management known errors
- Request Management quote categories
- Request Management quotes
- Request Management order categories
- Request Management orders
An administrator can view the defined workflow for any selected category. The administrator can also expand each phase in the workflow to view required approvals.
For change requests or quotes, a user can view the workflow to see:
- The current phase the change request or quote is at in the process.
- Who issued required approvals.
- The result of the approvals.
- Which phases are incomplete.
For problems and known errors, a user can view the workflow to see:
- The current phase the problem or known error is at in the process.
- Open and closed tasks.
- Which phases are incomplete.
We welcome your comments!
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