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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- Request Fulfillment workflows and user tasks
- Examples: Request Workflow
- Create a new request record
- Create a new request from a user interaction
- Create a request by copying an existing record
- Update a request record
- Suspend a request
- Approve or deny a request
- Escalate a request
- Create a request template
- Apply a request template
- Apply a request model to an existing request record
- Update multiple request records
- Approve multiple request records
- Link a request to another record
- Set a reminder for a request
- Send a notification from a request
- View audit log from a request
- Access the alert log when viewing a request
- Create a scheduled maintenance task from a request record
- View or edit the cost of a request
- Close a request directly in the Logging phase
- Close a request record
- Reopen a request record
- Access Request Fulfillment reports
Link a request to another record
Security Role: Request Coordinator
In the Related Records section of a request record, you can view the current related records, associate an existing incident, change, or request record with the current request record, or open a new incident, change, or request record that is automatically related to the current request record.
Note This is not supported in the records that use the Order workflow.
To link a request to another record, follow these steps:
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Do one of the following in the System Navigator:
- Click Request Fulfillment > Search Requests, enter your search criteria, and then click Search.
- Click Request Fulfillment > Request Queue.
- Open the request record that you want to link to another record, and then go to the Related Records section.
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If you want to link the request to an existing record, follow these steps:
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Select one of the following link types:
- Caused By Changes
- Caused Changes
- Related Incidents
- Related Requests
- Click the Link Existing Record button.
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Specify the record number or click Search to search for the existing record.
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Click OK.
The system populates the Related Records section with information about the related record.
Tip You can also link a change or incident record to existing request records from the Related Records section in the change or incident record.
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If you want to link the request to a new record that you are about to create, follow these steps:
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Select one of the following link types:
- Caused Changes
- Caused By Changes
- Related Incidents
- Related Requests
- Click the Link New Record button.
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Enter the required information to create the new record.
Note Some fields are automatically populated based on the request record. For example, if you are creating a new request, the system copies the values in the Title, Description, Impact, and Urgency fields from the exiting request to the new request.
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Click Save and Exit.
Request Fulfillment populates the Related Records section with information about the related record.
Tip Similarly, from the Related Records section of a change or incident record, you can create a new request and associate it automatically with the change or incident record.
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Related topics
Request Fulfillment workflows and user tasks
