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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Manage changes
When a change request is logged, the Change Analyst assesses the change request, implements a plan for delivering the change, and then notifies the Change Coordinator as to the impact of the change. The change request is then submitted for Change Approver, or Change Advisory Board (CAB)'s approval. Service Manager Mobile Applications provide the Change Management staff the ability to perform the following tasks from their smartphones:
- Review change requests.
- Approve or deny changes.
- Coordinate change implementation.
- Handle emergency change requests.
- Assign or reassign change requests.
- Add activity (or journal entry) entries.
- Review change requests.
An example of a change approver's possible actions for a change record include approving or denying change requests. To deny a pending change request, a Change Approver may do the following:
- Drill down into a single record.
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Deny the ticket.
- In the Update field, type detailed notes about the denied request.
Users can also drill down to the details of a field within a record. For example, if a Change Management staff wants to add an activity (or journal entry) update to a change request, he/she nay do the following:
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Search for the change record.
- Drill down into the record's activities.
- Add the necessary activity update.
- Make any other necessary changes.
