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 Manager9.52

Administer > Service Manager maintenance tasks > Areas of maintenance tasks > Fallback strategy tasks

Fallback strategy tasks

The following table lists tasks that a System Administrator needs to perform in the Fallback Strategy area. For information about other maintenance areas, see Areas of maintenance tasks.

Event or Frequency	Task	Automatable
Before going to production	Fallback strategy tasks	No
Before going to production	Unload falcon and fail-safe operator records	No
Before going to production	Set up backup strategies	No
Quarterly	Test fallback procedures	No

Create a “fail-safe” administrative operator

The Database Manager (RAD application: database) allows an operator with the SysAdmin capability to access all contents of the Service Manager system, even if menus and the system navigator should not be available.

Therefore, a copy of the falcon operator with startup application database is a valuable fallback for emergency scenarios.

Unload falcon and fail-safe operator records

In case operator records get corrupted or deleted, an unload of an operator record with the SysAdmin capability will enable you to gain back access to the system.

To load this file from the operating system command line (the RUN directory), use following command:

sm file.load operator.unl NULL NULL winnt -bg

sm file.load operator.unl NULL NULL unix -bg

Set up backup strategies

As any computer system may fail with the risk of data loss, it is important to take precautions for the data managed by Service Manager system, as well as all information to run it.

This includes:

Data stored in the RDBMS system. Work with the database administrator to set up a backup strategy that can meet the business requirement, and to document the restoration practice.
All documentation about the system such as configuration diagrams, configuration settings, tailoring, and maintenance concept. Work with the IT department to set up a strategy about the backup and restoration of this kind of data.

Test fallback procedures

In case of an outage, the prepared fall back strategies must work in order to prevent data loss and ensure quick service reestablishment. Therefore, it is important that all fall back procedures are tested periodically.

Send Help Center feedback