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
|
| A combination of search types | ( ) parentheses |
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- Configuration Management overview
- Configuration Management tables
- Configuration item maintenance history
- Searching Configuration Management
- Generating a large number of incident records
- Service Portfolio Creation
- Service Inventory
- Service Asset & Configuration Management (SACM) Reports
- Data Validation
- Configuration Management Access Control
- Service Portfolio Auditing
- Service Portfolio Notification and Escalation
- Service Portfolio Archiving
- Integration: Service Catalog And Knowledge Management Modules
- Financial Management
- Configuration Item Relationship Types
- Service Levels and Subscriptions
Service Levels and Subscriptions
Each service record has associations to one or more Service Levels offered to potential customers. In addition, the services are linked to actual customers and their contracted SLAs. SLAs can be associated to services, and performance against defined SLAs is displayed graphically in Service Manager.
Moreover, service subscriptions track the relationships between IT customers and the services they use. A service subscriber, either an individual user or an entire department, can request subscriptions to various services listed in the Service Catalog. A subscriber’s list of subscriptions may reference access to shared services and individually assigned CIs. Subscriptions can include SLAs, history, custom options, and pending change requests.
Service Manager offers two modes of support for requesting service subscriptions: requests by using the Service Catalog and direct requests by using Change Management fulfillment.
Each subscription can be associated with one Service SLA. The subscription table stores the SLA ID for the Service SLA associated with the subscription. Service Manager supports multiple Service SLAs when an interaction, change request, incident, or problem record is created.
A power user can search for and view the Service SLA title when viewing a subscription record. A self-service user can view the Service SLA in a read-only find field. When a self-service user clicks the Find button, a detail window opens that contains the Service SLA ID, title, and description.
Related topics
