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 |
|
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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
|
| A combination of search types | ( ) parentheses |
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Profile fields for Knowledge Management license tracking
Users who have the capability to update records in Knowledge Management will consume either a Floating or Named license. Service Manager tracks these licenses for reporting purposes.
Users who have update capabilities for any of the following fields in the Knowledge Management security profile (kmprofile) will consume a Knowledge Management license:
| Label | Field Name in kmprofile |
|---|---|
| Contribute New Knowledge | contribute |
| Save a Draft Copy | save.draft |
| Edit working copy documents in Knowledge Management | edit.in.workflow |
| Label | Field Name in kmprofile |
|---|---|
| Publish internal immediately | int.immediate |
| Retire / Archive a document | retire |
| Publish a working copy document internally | internal |
| Unretire a retired document | unretire |
| Modify a published document | modify |
| Delete a retired document | delete.doc |
| Revert a working copy to the published version | revert |
| Delete Feedback | delete.feedback |
| Label | Field Name in kmprofile |
|---|---|
| Publish internal and external immediately | ext.immediate |
| Publish a working copy document internally and externally | external |
| Label | Field Name in kmprofile |
|---|---|
| Manage document types and views | doctypes |
| Manage Categories | manage.categories |
| Manage knowledgebases | knowledgebases |
| Integration Mapping | integration.mapping |
| Manage shared content | shared.content |
| Configure hit list | configure.hit.list |
| Manage environment and profiles | environment.profiles |
| Review/publish any draft | any.draft |
| Search in all categories | admin.search.all |
| Edit Adaptive Learning | edit.adaptive.learning |
Related topics
License tracking
Named users
Named users for applications
Stathistory table
Self-service licenses
Determine the number of named users available
Make an individual operator a named user
Define named users for applications
Generate a user license report
View the stathistory table
