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 |
|
|
| Either word in a topic |
|
|
| Topics that do not contain a specific word or phrase |
|
|
| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
Notification and Escalation
Service Manager provides alerts and escalations in the following ways:
-
Notifications
Service Manager provides a broad and deep solution to deliver notifications to stakeholders whenever a record is opened, updated or closed. The notification engine allows administrators complete control over the following:
- What notification vehicle and format to deliver
- What conditions on which to send the notification
- To whom the notification should be sent
-
Alerts
Modules include the ability to set criteria for the generation of alerts. For example, the administrator can set rules for three stages of alert and a deadline condition. When these targets are met, specified users receive alerts and notifications through the Service Manager tool, email, etc.
-
Escalations
Business rules can be used to trigger automated escalations of records under various conditions. Examples include: should the status remain unchanged for too long; the record reassigned too often between assignment groups; or for other rules as defined. In addition, to document the violation of these rules the administrator can configure Service Manager to act in certain ways should these rules be breached. For example, if a record remains in open state for too long, reassign it to the assigned user’s manager.
-
Service Level monitoring
Alerts and escalations can be triggered through evaluation of Service levels as defined in the Service Level Management module. This approach is used to set Service Level Objectives and Service Level Agreements with associated actions should service levels approach breach conditions. In this way, escalation is accomplished proactively to avoid breach rather than react to breach.
Related topics
