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 |
|
Service Level Management data migration
As of Service Manager 9.40, the Service Level Management (SLM) module is reimplemented on Process Designer (PD). If you upgraded from an earlier version of Service Manager, you need to migrate your legacy SLM data so that your SLM module can work correctly on Process Designer-based workflows.
The purpose of SLM data migration is to set a category and set a phase for agreement records based on the following rules:
- The Category of an agreement record is populated with the category of one of the targets if all the targets of the agreement have the same category (that is, the Service Level Category field in the target record).
- The Category of an agreement record is populated with a value of Service Level Agreement if the targets of the agreement have different categories or have an empty category.
- The Phase of an agreement record is populated with “agreed” if the expiration date is later than the current date.
- The Phase of an agreement record is populated with “expired” if the expiration date is earlier than the current date.
For SLM data migration, the Legacy SLA to new Agreement migration setting is provided. See the following tables for its details.
Default settings
| Source Table | |
|---|---|
| Source Table | sla |
| Target Table | sla |
| Filter Condition | true |
Field Mappings
| Source Field | Target Field |
|---|---|
| agreement.id | agreement.id |
| agreements | agreements |
| category | |
| contacts | contacts |
| current.phase | |
| customer | customer |
| description | description |
| display.category | display.category |
| expiration | expiration |
| external.support.groups | external.support.groups |
Value Mappings
| Target Value Mapping Field | Mapping Type | Condition | Target Value |
|---|---|---|---|
| category | jsCallback | $value=lib.MigrateSLA.migrateSLA(sourceTable['agreement.id']) | |
| current.phase | fixedValue | expiration>tod() | agreed |
| current.phase | fixedValue | expiration<tod() | expired |
| display.category | jsCallback | $value=lib.MigrateSLA.migrateSLA(sourceTable['agreement.id']) |
