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 |
|---|---|---|
|
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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- Editing records
Record list
The Service Manager database is a set of files that contains records. You can search, modify, create, and delete these records. Records may contain information about the following items:
- Users
- Configuration items
- Interaction reports
- Incidents
- Changes
- Requests
You can locate records by using a query, which is a search performed on the Service Manager database. A record list query is a search of the database using the information you know about a specific record. If Service Manager finds multiple records that match your search parameters, it displays a record list. You can double-click any record from the list to view it in a form.
When you access a record, you can browse (view only) or update the record. Your ability to update the record depends on your user profile. For example, a Service Desk user may not have permission to approve a change record.
Alternate forms
System Administrators can modify Service Manager so that alternate forms are available to some users. In this situation, the Alternate Forms option in the More Actions menu is available. User can select the form to use to display the information. Administrators do this to display different views such as financial or security information.
Administrators can specify alternate forms to display a list of records or to display a single record.
Related topics
More Actions menu
Format Control processes
Enable or disable a record list
Change the columns in a record list
Create customized column views for record lists
Invoke a saved column view
Delete all saved column views
View a single record using an alternate form
View multiple records using an alternate form
