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.
Words and Phrases
| Search for | Example | Results |
|---|---|---|
| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
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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Status progression
Service Manager applications have a logical status progression as a Service Desk Interaction, Change, Change Task, Problem, Problem Task, Request, or Request Task moves through its individual life cycle. The following table describes the out-of-box status values that Service Manager assigns to these applications.
| Application | Status progression |
|---|---|
| Change Management (Change) |
Initial Closed |
| Change Management (Change Task) |
Planned Ready Assigned In Progress Completed Completed with Problems Canceled Withdrawn Failed Blocked |
| Incident Management |
Categorize Assign Work In Progress Pending Customer Pending Evidence Pending Vendor/Supplier Pending Other Resolved Suspended Closed |
| Problem Management (Problem) |
Open Categorize Assign Work In Progress Deferred Pending Resolved Closed |
| Problem Management (Problem Task) |
Planned Ready Assigned Work In Progress Pending Pending Review Closed |
| Service Desk |
Open Categorize Assign In Progress Dispatched Resolved Suspended Withdrawal Requested Closed |
| Request Fulfillment |
Open In Progress Pending Customer Suspended Fulfilled Closed Ordering Closed |
| Request Fulfillment (Request Task) |
Planned Ready In Progress Pending Customer Pending Vendor/Supplier CMDB Update Pending Review Canceled Closed |
Related topics
