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 |
|
- 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
Retrieving the Actual State of UCMDB CIs
By default, Service Manager only stores and displays the expected or managed state of CIs. The information Service Manager displays in the Configuration Management form is essentially the definitive list of attributes that the CI should have. However, the actual state of the CI may differ from the expected state.
The purpose of “Actual State” is to enable SM users insight into CIs’ current state as detected by “Discovery Tools” and populated in UCMDB. This state provides up-to-date information that may vary from the information displayed in SM both in content and in scope.
The “Actual State” of the CI is displayed in SM in order to enable the user to validate the current state of the CI that resides in UCMDB or in another data repository.
SM users retrieve the Actual State of CIs from UCMDB or additional data sources by viewing the CI's Actual State section in the SM Configuration Item form.
To view the actual state of the CI, you must first create an integration to an Universal CMDB server. The Universal CMDB server periodically discovers the actual state of CIs and records the actual state in the Configuration Management database. Service Manager accesses the actual state information by using a Web services connection. Service Manager sends the CI ID to the Universal CMDB server and receives a full list of the attributes for that CI. Service Manager displays the CI attributes in the Actual State section of the Configuration Management form.
If a Service Manager CI does not have a matching CI in the Universal CMDB server, Service Manager does not display the Actual State section. For example, you may track office furnishing CIs in Service Manager that cannot be discovered and tracked in Universal CMDB.
To retrieve the actual state of a configuration item in Service Manager, follow these steps:
-
Click Configuration Management > Resources > Search CIs.
- Use search or advanced search to find one or more records.
- Select the CI with the actual state that you want to see.
-
From the CI detail form, open the Actual State section. Service Manager displays the actual state of the CI, as well as its UCMDB Id value.
Note The Actual State section is visible only if your system has an active integration to an Universal CMDB server and the CI has a matching entry in the Configuration Management database. Service Manager does not display the Actual State section if there is no matching CI in the Universal CMDB server.
