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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Web client views
The web client offers several different interface views. The following views are included in out-of-box installations of Service Manager:
| Web client view | Description |
|---|---|
| Power user | This web client view is the standard interface. It most closely matches the Windows client and is intended for Service Desk technicians, managers, and administrators. |
| Accessible | This web client view is a modified version of the power user view with record list mode turned off, high contrast colors, and larger fonts. This view is intended for Service Desk technicians, managers, and administrators who need accessibility features. |
| Employee self-service (ESS) |
Standard ESS View: provides a simplified Service Desk interface for users to create, view, and update service requests. Intended for end-users as an entry point to Service Desk. Note The ESS interface is designed so that users can easily understand what they need to do; therefore, no Service Manager help icon is available. If users want to see the online help, their System Administrator can provide them with a URL that they can enter into their web browser. |
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Service Request Catalog (SRC): provides an employee self-service (ESS) web client interface, which allows users to create, view, and update service requests. Users are guided through request creation in questionnaire style, which enables the service request to be created more quickly and accurately. Self-service support for catalog and non-catalog items, approvals, and approval delegation is also provided. A dashboard shows the status of service requests and catalog requests. An Assistance panel provides quick and easy access to SRC online help. Note For more information, see Service Request Catalog for Service Manager. |
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| Accessible self-service | This web client view is a modified version of the self-service user view with high contrast colors and larger fonts. This view is intended for end-users who need accessibility features. |
Each of these views has default behavior and appearance. Administrators can customize the views by setting web client preferences in the web.xml file. In addition, administrators can customize the web client interface by creating custom style sheets and images.
Each view is accessed by a different kind of URL. For more information, see Accessing Service Manager.
Note Service Manager also has a web interface for mobile clients. The mobile client interface runs on smartphones and supports key tasks of the Change Management and Incident Management applications. This interface requires setup and configuration. For more information about how to do this, see Service Manager Mobile Applications.
Related topics
Setting web client preferences
Set Web client preferences from the server
Client parameters for web clients
Service Request Catalog for Service Manager
