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.
|A single word||
||Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".|
You can specify that the search results contain a specific phrase.
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.
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||
|A combination of search types||
- Get started
- Service Manager modes: Classic, Codeless, and Hybrid
- Service Manager version history
- Accessing Service Manager
- Searching records
- Navigating the UI
- Editing records
- Accessibility Guide
Service Manager applications enable users to access and edit records. Multiple users can view the same record concurrently. If one of those users begins to modify the record, the server locks the record for updates only from that user. When the user saves the record, the server unlocks it. One of the following scenarios occurs when two users access the same record:
- If the record is being updated by another other user, Service Manager generates a message when you attempt to change it. The record is locked until the other user completes the update.
If the record is not in use, but you do not have the current version of the record, Service Manager prompts you to refresh the record.
Note Do not refresh the record by refreshing your browser. Instead, use the Service Manager Refresh button.
To disable the pop-up window that appears when you reload a record, follow these steps:
- Click System Administration > Base System Configuration > Miscellaneous > System Information Record.
- Click the General tab.
- Select the Disable the Pop-up Window to Reload Records option.
- Click Save.
- If the record is not locked and you have the most current version, you may continue typing without interruption. Other users cannot update that record until you complete the update.
Service Manager applications also enable background process to access and edit records. When Service Manager is integrated with other products, the background process updates the records automatically in many cases. One of the following scenarios occurs when a user and a background process access the same record:
- If you and the background process are updating different fields in the record simultaneously, Service Manager generates a message after you save your update. The system merges the updated fields automatically and integrates these fields into the record.
If you and the background process are updating the same field in the record concurrently, Service Manager prompts you to merge the conflicted updates when you try to save your update.
To merge the conflicted updates manually, follow these steps:
Click Merge in the toolbar. The "Conflicts" section opens.
In the "Conflicts" section, select the value in one of the following fields:
- Original Value in DB: The original value of the field in the database.
- Current Value in DB: The current value in the database which is updated by the background process.
- Unsaved Update: The unsaved value which is being updated by you.
- Click OK to save the conflicted value with your selection. Or, click Cancel to return to the Details page of the record with unsaved updates.
- Click Save or Save & Exit to save the record to the database.
- The Merge button is available only when there are conflicted updates.
- The Merge Conflicted Updates feature is available for business data modules only, including Change Management, Configuration Management, Incident Management, Problem Management, and Service Desk.
The merge function is available only when there are no conflicts on fields of the system usage type. For more information about how to define the field usage type, refer to Data Policy.