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
|
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. |
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
|
| A combination of search types | ( ) parentheses |
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- License types
- Security right fields for Configuration Management license tracking
- Profile fields for Knowledge Management license tracking
- Profile fields for Contract Management license tracking
- Security right fields for Service Desk license tracking
- Security right fields for Incident Management license tracking
- Security right fields for Problem Management license tracking
- Security right fields for Change Management license tracking
- Security right fields for Request Fulfillment license tracking
- Security right fields for Service Level Management license tracking
- Capability words for Smart Analytics license tracking
Security right fields for Incident Management license tracking
Users who have the capability to update records in Incident Management will consume either a floating or a named license. Service Manager tracks these licenses for reporting purposes.
Users who have update capabilities for any of the following fields in the Incident Management security rights will consume an Incident Management license.
|
Area |
Tab |
Label of Settings |
Value |
Can do |
|---|---|---|---|---|
|
Incident Incident Tasks |
Rights |
New |
true |
New |
|
Incident Incident Tasks |
Rights |
Update |
Always/When assigned/When assigned to workgroup |
Update |
|
Incident Incident Tasks |
Rights |
Delete/Close |
Always/When assigned/When assigned to workgroup |
Close/Inactivate/Mass Inactivate |
|
Incident Incident Tasks |
Rights |
Expert |
true |
Can suspend/ Can unsuspend |
