Synchronize Requests

Concepts

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.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Suppliers represent end-point systems that are integrated with Service Manager Service Portal. Examples of Service Manager Service Portal suppliers are: provider systems, fulfillment systems, and ticketing systems.

Suppliers are associated with organizations, and the Organization Administrator manages the supplier systems for his organization.

The Organization Administrator can synchronize service requests and support requests into Service Manager Service Portal from a supplier, such as Service Manager (SM).

Important To ensure successful request synchronization between SM and Service Manager Service Portal, make sure that the following parameters in the [%SX_HOME%]/WEB-INF/sx.properties file are set to the right value. The following table describes each parameter.

Parameter	Description	Parameter value
sx.onboarding.sendPropelHumanReadableIdToSupplier	Determines whether Service Manager Service Portal order numbers and request numbers will be sent back to the corresponding Service Manager (SM) interactions: true: will be sent back false: will NOT be sent back	true
sx.serviceRequest.disableOnboarding	Determines whether service requests will be synchronized from Service Manager to Service Manager Service Portal: true: will NOT be synchronized false: will be synchronized	false
sx.ticket.disableOnboarding	Determines whether support requests will be synchronized from Service Manager to Service Manager Service Portal: true: will NOT be synchronized false: will be synchronized	false

Parameter

Description

Parameter value

sx.onboarding.sendPropelHumanReadableIdToSupplier

Determines whether Service Manager Service Portal order numbers and request numbers will be sent back to the corresponding Service Manager (SM) interactions:

true: will be sent back
false: will NOT be sent back

true

sx.serviceRequest.disableOnboarding

Determines whether service requests will be synchronized from Service Manager to Service Manager Service Portal:

true: will NOT be synchronized
false: will be synchronized

false

sx.ticket.disableOnboarding

Determines whether support requests will be synchronized from Service Manager to Service Manager Service Portal:

true: will NOT be synchronized
false: will be synchronized

false

Tasks

Before you follow the instructions in this section, make sure you have published all service items and support items in Service Manager Service Portal.

To synchronize a supplier's requests:

From the Launchpad, click the Suppliers application.

In the Suppliers view, click the supplier from which you want to synchronize requests. The details of the supplier are displayed.

In the Supplier Detail view, click

and select Synchronize requests.

In the Synchronize requests dialog, specify the following:

Start date, which is the beginning date to synchronize requests from the supplier.
Request type to synchronize, which can be set to All, Service Requests, or Support Requests.

Click the Execute synchronization button.

All of the specified requests, beginning with the specified Start date, are synchronized.