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 |
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| 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 |
|---|---|---|
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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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- Incident and Service Request Separation
Incident integration: Problem Management
Service Manager provides separate modules for creating and managing Incident and Problem records, including Known Error records. However, because these modules are fully integrated and share data seamlessly, Incident, Problem, and Known Error records can be linked. Once linked, the relationships between the records are maintained. Users can create Problem records from Incident records (and vice versa), and Service Manager automatically copies all relevant information from the Incident record to the Problem record to minimize retyping. These records are automatically linked. Users can also manually link records.
Known Error records are created as part of the Problem Management process. The Service Manager Problem Management workflow contains two sub-processes:
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Problem Control. This process analyzes the problem, finds the root cause, and allows users to gather all data needed to initiate a new problem review. Problem Control includes two phases:
- Identification and Classification. This phase includes creating the Problem record. Classification identifies relationships, urgency, assesses the impact on the customer’s business service, determines priority, and assigns the problem to a specialist or support group.
- Investigation and Diagnosis. This phase examines the symptoms of the problem to identify the root cause.
- Error Control. This process manages correcting the root cause identified by Problem Control. The objective of Error Control is to effect permanent changes to Configuration Items (CIs) with known errors. Phase 1 of Error Control is Error assessment. Phase 2 of Error Control is closing the known error record.
While Service Manager will not automatically close all Incident records linked to a Problem or Known Error record, Service Manager facilitates closing linked records by listing all linked Incident records that need to be closed. Service Manager can be tailored to automatically close these records.
However, we do not believe that this supports best practices. Service Manager Problem Management is designed to address infrastructure errors, not immediate issues. Therefore, the technician should manage the closure of the Incident separately to help ensure the customer has received the necessary support.
