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 |
|---|---|---|
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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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- Change Management workflows and user tasks
- Create a new change record
- Create a change request from a change proposal
- Create a new change with a Release Management category
- Apply a change model to an existing change record
- Update a change request
- Update multiple change requests
- Update multiple task records
- Return a change request to the requester
- Abandon a change request
- Assign a change owner for a change request
- Assess the risk and impact of a change
- Prioritize a change request
- Plan and schedule a Standard change
- Use Task Planner to plan change tasks
- Cancel open tasks for a change record
- Validate a Normal change
- Relate a change to another record
- Unrelate a change to another record
- Approve a change request
- Update an active approval delegation
- Delegate approvals to another operator
- Disable an active approval delegation
- Copy an approval delegation
- Build and test a change
- Implement a Standard change
- Implement an Emergency change
- Implement a Normal change
- Update the CMDB for associated configuration items
- Close a change task
- Review and close a change
- Reopen a change request or task
- View the alert log of a change
- Change the phase of a change
- Change the category of a change
- Print a change request
- Print a change request list
- Set a reminder for a change request
- View a list of services potentially affected by an outages
- Send a notification from a task or change request
- Manually calculate Time Period conflicts for a change
- Access Change Management reports
Relate a change to another record
Applies to User Roles:
Service Desk Agent, Problem Manager, Change Coordinator
You can relate a change record to another existing or new Incident, Problem, Known Error, Request, Service Catalog item or Change record. When a record is related to a change, the system tracks the history of this activity. This includes the changes that are related or dropped and the history of phase changes and transitions.
In the Related Records section, you can view the current related records, associate an existing record with the change record, or create a new record that is automatically related to the change being viewed. When you associate a change record with another record, note the ID number of that record so you can verify it in the Related Records section.
To relate a change record to an existing record, follow these steps:
- Click Change Management > Search Changes.
- Locate the change record that you want to relate to another existing record.
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On the Related Records tab, select one of the following link types:
- Caused By Changes: indicates that the current change is caused by the change it will be linked to.
- Related Changes: indicates that the current change is related to the change it will be linked to.
- Caused By Incidents: indicates the current change is caused by the incident it will be linked to.
- Related Incidents: indicates the current change is related to the incident it will be linked to.
- Related Requests: indicates the current change is related to the request it will be linked to.
- Caused Known Errors: indicates the current change will cause the known error it will be linked to.
- Caused Problems: indicates the current change will cause the problem it will be linked to.
- Solved Known Errors: indicates the current change will solve the known error it will be linked to.
- Solved Problems: indicates the current change will solve the problem it will be linked to.
- Related Service Catalog Items: indicates that the current change is related to the Service Catalog item it will be linked to.
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To relate the change record to an existing record, click Link Existing Record. A form is opened, allowing you to link the record in either way as follows:
- Type the record ID in the text box and then click OK.
- Click the Search link. In the search form that is displayed, specify your search criteria and then click Search. From the search results, select the record ID that you want. The selected record ID appears in the text box. Click OK.
Service Manager automatically adds the selected record to the Related Records list.
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To relate the change record to a new record, click Link New Record. Follow the new record creation process based on the selected link type to create a new record. The new record is automatically linked to the current change record once created.
- Click Save.
