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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- Configuration Management workflows and user tasks
- Delete a configuration item (CI) type
- Modify a configuration item (CI) type
- Create a new configuration item (CI) type
- Update Configuration Management policies
- Evaluate the need for a Configuration Management System (CMS) data model update
- Create a new configuration item (CI)
- Create a new model
- Validate a configuration creation change task
- View the audit history of a configuration item
- Plan CI relationship changes from a change record
- Modify a configuration item
- View component reliability
- View component availability
- View the availability plan of a business service
- Create a new configuration report
- Review a modification to a configuration item
- Conduct a configuration audit
- Check related configurations
- Delete a master data record
- Update a master data record
- Add a master data record
- Validate data sets
- Master data records
- View scheduled maintenance for a configuration item
- Service life cycle management
- Configuration item actual states
- Set the expected state of a configuration item
- Configuration items
Applies to User Roles:
Configuration Administrator
Check related configurations
User roles: System Administrator, Configuration Administrator
Note In ITIL best practices, a Configuration Administrator manages master data. In Service Manager, however, only a System Administrator has rights to master data, because the master data is shared by all Service Manager applications. You may need to contact a System Administrator to implement master data changes or request permission to perform this function.
After you implement master data record changes, you must search for configuration items (CIs) that are related to the master data record to ensure that the updates do not conflict with the configuration administration. For example, after you update a master data record to retire a particular contact record, you should search for subscriptions or CIs that were assigned to the contact.
Caution These steps are specific to finding related CIs, but master data is shared by all Service Manager applications. We recommend that you search for related records in all applications after updating a master data record.
To check related configurations:
- Click Configuration Management > Resources > Search CIs. The Search Configuration Items form opens.
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Specify the name of the master data record that was updated in the designated field, and then click Search.
For example, if a master data record for a contact was updated to indicate that the contact is retired, select the contact in the Contact Name field.
Tip: If you do not see a field for the master data record you want to search for, click Advanced Filter > Add New Filter Criteria to see additional fields.
Service Manager returns a list of CI records that are related to the master data record.
- If there are no related CIs, create a data reconciliation report summarizing the data modifications and any reconciliation errors in accordance with your company procedures.
- If there are related CIs, determine the corrective actions and create a new incident to implement the fix. For example, if the master data record was retired, you might request that the related CIs be updated to replace the retired master data value.
Related topics
Validate data sets
Add a master data record
Update a master data record
