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||
- Data persistence
- Database dictionary
- Keys and indexes in Service Manager
- Data maps
- Exporting records
- Importing records
- Unload script utility
- Purging and archiving records
- Master data records
- Database record auditing
- IR Expert
- Record retrieval
- Database performance tuning
- Running the database maintenance utility
Master data records
Master data are key data that are shared by all Service Manager applications, and are stored as records in support tables. Master data are often provided by functions outside of Information Technology, such as Human Resource Management, Finance, and Facilities.
As a System Administrator, you can create, update, and delete master data records from the System Administration > Base System Configuration menu.
Note: In ITIL best practices, a Configuration Administrator manages master data. In Service Manager, however, only a System Administrator has rights to master data, because the master data are shared by all Service Manager applications. You may need to contact a System Administrator to implement master data changes or to request permission to perform this function.
|Master data record name||Purpose|
|Companies||Contains contact information and preferences about the companies you work with.|
Contains contact information about users who contact the service desk to initiate a service desk interaction, incident, or change, or a person who uses components tracked in Configuration Management.
This is a generally larger group than the Service Manager operators, but may include them.
|Conversion Rates||Contains the conversion rates for international currencies.|
|Currencies||Contains the ISO codes and formats for international currencies. These records specify whether an individual currency uses European Union Currency (EUR) as its root.|
|Departments||Contains identifying information and service level agreements for company departments.|
|Fax||Contains device name and address information for your office fax configurations.|
|Holidays||Contains holiday dates by group (worldwide, unique to United States, etc.)|
|Locations||Contains address and organization information about the locations in your company. You can define the site category with the following types: Critical Site, Major Site, Satellite Site, Home Site.|
|Models||Contains a detailed bill of materials for a part. This includes the hardware, software and services that comprise the item, as well as controls on the part and its components. The record contains information regarding what operators can do with the part, how components of this part are selected, how quote line items turn into orders, and whether to order or to consume from stock.|
|Standard File||Contains file configuration information, which defines file handling (import, export, etc.) for different operating systems.|
|Vendors||Contains manufacturer and retail vendor/supplier information. It also holds data on internal and external service providers. A vendor record for a particular manufacturer must exist before items from the manufacturer can be admitted to the Configuration Management and Request Management catalogs.|
|Work Schedules||Defines the work hours for one or more operators. Service Manager can generate a complex 24x7 schedule that spans multiple time zones, includes all shift and break information, accommodates any regional shift to Daylight Savings time, and automatically accounts for local or national holidays.|