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.
|A single word||
||Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".|
You can specify that the search results contain a specific phrase.
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.
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||
|A combination of search types||
- Enabling HTML in forms
Enable HTML Editor whitelist
The HTML Editor enables users to visually add and edit rich text content formatted with HTML tags. Though the HTML Editor is powerful, web sites may be abused without a proper security control. Therefore, as of Service Manager 9.41, you can use the HTML Editor whitelist to define a list of allowed HTML elements.
To enable the HTML Editor whitelist and define a list of allowed HTML elements, follow these steps:
- Log on to Service Manager as a system administrator.
- Click Tailoring > Whitelist > HTML Editor Whitelist.
- Select the Enable HTML Editor Whitelist check box. By default, this check box is checked.
- Define a list of allowed HTML Tags and attributes in the Allowed Tags/Attributes section. For example, add script as an allowed tag so that you are able to input the
<script>tag by using the HTML Editor.
Define a list of allowed URL protocols for some elements in the Allowed URL Protocols section. For example, add a as an allowed tag, specify href as the attribute, and then specify one or more protocols that are used by the href attribute, such as http, https, mailto and ftp.
- Click Save and OK.
Do either of the following to make the customized HTML Editor whitelist effective:
- Restart the web application server if you are working with the Service Manager web client.
- Log out and then log on to the Service Manager Windows client again.
After the HTML Editor whitelist became effective, you are only allowed to input the elements as listed in the whitelist when editing HTML contents using the HTML Editor. The system automatically validates your inputs and displays some warning messages if there are tags, attributes or protocols that violate the whitelist. For example:
The HTML document contains some attributes for tags (<tag attribute...>) <div onlick>,<p onerror> that are not allowed by the system. Contact your Service Manager system administrator for assistance.
The HTML document contains some values in the attributes of tags (<tag attribute>) <img src>,<a href> that are not allowed by the system. Contact your Service Manager system administrator for assistance.
You must review your input and avoid using these invalid tags, attributes, or protocols. Alternatively, you can ask your Service Manager system administrator to include these tags, attributes or protocols to the whitelist. Otherwise, the system automatically removes these invalid elements from your input after you click Save in the HTML editor.
Caution Service Manager 9.41 introduces the HTML Editor whitelist solution and provides a default whitelist for tags, attributes or protocols that are allowed in Service Manager out-of-box knowledge documents. We recommend that you enable this enhancement. However, your HTML documents may contain tags, attributes, or protocols that are not defined in the whitelist before the 9.41 release. We recommend that the Service Manager system administrators perform extensive tests in the development environment and add all necessary tags, attributes, or protocols to the whitelist before enabling the HTML Editor whitelist. Otherwise, enabling the HTML Editor whitelist without prior tests may cause data loss to the existing knowledge documents in the production environment.