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 |
|
HTML templates used by the Notify option
The Notify option selects an appropriate HTML template to generate the default subject and message body, depending on the type of the record from which you launch the Notify option.
The following table lists the HTML templates that the Notify option uses to generate email messages:
| Module | Record type | Template |
|---|---|---|
| Service Desk | Interaction records (incidents) | SD.incident.notify |
| Incident Management | Incident records (probsummary) | IM.update.incident |
| Change Management | Change records (cm3r) |
The templates named after the Default and Close views of the Change Phase record (on the Scripts/Views tab of each Change Phase record). Note If the out-of-box Default and Close views have the same name, only one HTML template is used. For example, for change records in the Change Review phase, the CM.change.review HTML template is used. If you have modified the out-of-box view settings of a Change Phase record, you need to create one or two (depending on whether the Default and Close views have the same name) HTML templates named after your customized names of the Default and Close views. |
| Change Management | Change task records (cm3t) |
The templates named after the Default and Close views of the Task Phase record (on the Scripts/Views tab of each Task Phase record). Note If the out-of-box Default and Close views have the same name, only one HTML template is used. For example, for change task records in the Software phase, the CM.change.review HTML template is used. If you have modified the out-of-box view settings of a Task Phase record, you need to create one or two (depending on whether the Default and Close views have the same name) HTML templates named after your customized names of the Default and Close views. |
