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 |
|---|---|---|
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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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- Supported Use Cases
- Enabling ITIL Processes
- Managing Planned Changes
- Managing Unplanned Changes
- Retrieving Service Manager Record Information
- Retrieving Actual State of UCMDB CIs
- Accessing SM CI information in UCMDB
- Retrieving UCMDB Primary CI Change History in SM
- Support of Automated Service Modeling (ASM)
- Centralized CI visualization and impact analysis
Enabling ITIL Processes
By activating CI push from UCMDB to SM the user facilitates ITIL processes such as Incident, Problem and Change Management in SM.
SM utilizes the data pushed from UCMDB in the following modules:
- Incident Management: the Service Desk operator (SD Agent) selects the “Service” and the “Affected CI” for the specific Incident record.
- Problem Management: the SD agent selects the “Service” and the “Primary CI” for the specific Problem record.
- Change Management: the SD agent selects the “Service” and the “Affected CI(s)” for the specific Change record.
In each of the previously mentioned ITIL processes, SM utilizes CI information for Service, Affected CIs and Primary CIs that all originate in UCMDB.
