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 |
|---|---|---|
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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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Policies
Note We do not recommend using approval policies and business processes in Service Manager Service Portal to manage approval requirements because Service Manager Service Portal cannot synchronize approval policies and business processes to Service Manager.
Concepts
A policy controls the approval requirements for orders placed by consumers in the Service Manager Service Portal.
The Organization Administrator uses the Policies application to manage approval policies.
There are three Service Manager Service Portal policy types:
Named
The approver is a group of Service Manager Service Portal users that can collectively approve an order for catalog items by a consumer. You can add individual users to the approval group. All users in the specified group are asked for approval and the following properties affect the approval process:
- The Minimal Approvals property specifies how many approvals are enough to authorize an order. If set to 0, all members in the group must approve the order.
- The Minimal Denials property specifies how many denials result in rejection of the order. If set to 0, this property is ignored.
User Context
The approver is a manager of a consumer that ordered the service. The Number of Levels property specifies how many managers are involved in the approval process. For example, if the Number of Levels is set to 2, two levels of managers must approve the order. Managers are asked for approval in successive steps. All required managers must approve an order. (One denial results in a rejection of the order.)
Business Approval
The approval process is performed according to the specified business process—created in the Business Process application. (See Business Processes).
Automatic Approval Selection
For all policy types, if Automatic Approval is selected and the wait time for an order is exceeded, then the automatic response (approved or denied) is executed.
- The Wait Time (days) setting is how long to wait before a request is automatically approved or denied.
- The Response setting indicates whether to automatically approve or deny.
After an Service Manager Service Portal approval policy is created, it can be applied to a catalog or a catalog item. When applying an approval policy to a catalog, all catalog items in the catalog have the approval policy; however, the Organization Administrator can assign different approval policies to various catalog items in a catalog. Refer to the Catalogs and Catalog Items for more information about applying approval policies.
Tasks
Available tasks:
