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 |
|
Use case 2: Automatically enter an interaction title and its description
In an out-of-box deployment, when you submit a service request in Service Request Catalog, the Title and Description fields are empty. You need to enter the content manually.
To complete any of the Service Manager tailoring tasks, start with these basic steps.
- Start a Service Manager Windows client session. Make sure the Service Manager Windows client connects to a Service Manager 9.60 server. The client can be an earlier version, but the server must be a 9.60 server.
- Expand the left Navigation pane.
- Click Tailoring > SRC Tailoring > Checkout Panel. Service Manager displays an SRC Configuration wizard. The first page of the wizard lists existing configurations. There can be a maximum of three configurations that add new sections with custom fields to the Support catalog, Services catalog, or Support checkout panel.
To add variables as a default value to the Title and Description fields, follow these steps:
- On the Service Request Catalog Configuration Wizard home page, click Service Checkout.
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Select the label ID for the Delivery Information section.
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Click the Title label to modify the default value for the title field, and then click Next.
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Select the Default Value option to specify a default value.
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Select the Is Expression option.
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In the input box, type the following expression as the default value. This expression retrieves the
item name and uses it as the title.
$src.cart.item.name - Click Next. The Delivery Information section opens again, as shown in step 5.
- Click the Description label to modify the default value of the title field, and then click Next.
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Select the Default Value option to specify a default value.
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Select the Is Expression option.
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In the input box, type the following expression as the default value. This expression retrieves the item name and use it as the description.
$src.cart.item.list -
Click Next. When the Delivery Information section opens again, as shown in step 5, and then click Finish.
The following table displays the effect of setting different variables in the Title and Description fields.
| Variables | Only one item | Only one bundle | Multiple items |
|---|---|---|---|
| $src.cart.item.name (for Title) | Item name | Bundle name | Multiple cart items request |
| $src.cart.item.name.list (for Description) | Item name | Bundle name | A name list for all items |
| jscall ("srcLib.getDescText",$src.cart.size,$src.cart.item.name.list) (for Description) | No content | No content | A name list for all items |
After the tailoring takes effect in Service Request Catalog, the Title and Description fields are automatically filled when you create a service request.
