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". |
|
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 |
|
|
| Either word in a topic |
|
|
| 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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Meet the browser and architecture requirements for the web tier
The Service Manager web tier uses both a web server and a web application server to access Service Manager forms through a web browser. The web server handles incoming HTTP requests while the web application server runs the Java and JSP necessary for connecting to Service Manager.
Note Some web application servers such as Tomcat and WebSphere include built-in web servers.
Install the web tier by deploying the webtier-9.60.war or webtier-ear-9.60.ear to your web application server. Some web application servers also require you to install the Sun J2SE Java Development Kit (JDK).
- Enable the following browser settings:
- Cookies
- Java
- JavaScript
- Pop-ups. You can add the Service Manager server URL to the pop-up exception list.
- The Service Manager Web tier uses SSL encryption between the web browser and web application server by default. You must
provide a valid web application server certificate to use the following SSL features:
- Encrypt all communication with the web application server
- Protect against complex SSL-related attacks
Authenticate that the web application server is a valid host
Note If you only want to demonstrate the web tier functionality, you can disable the secureLogin parameter from the web tier configuration file (<web tier .war file>\WEB-INF\web.xml)
- To display the workflow graphical view, install the Sun Java Runtime Environment (JRE) on the local host.
- Determine the web architecture that you need to support your web tier. A Service Manager web tier requires at least one web application server to
run. Depending on the features and scale of your web tier, it may also require
a dedicated production web server and additional web application servers.
If you use any of the implementation options list below, you need to install
and configure a dedicated production web server. If you are not running any of
the configurations listed below, then you can run your web tier from a single
web application server:
A trusted sign-on implementation: You want web client users to log in to Service Manager without entering a user name and password.
A trusted sign-on implementation requires a web server to accept the pre-authenticated HTTP header information from your authentication software (such as SiteMinder or Integrated Windows Authentication). You must install and configure the authentication software separately. See your web server documentation for information about the HTML headers that your web server expects from your authentication software. For additional information, go to the Software Support Online site at https://softwaresupport.softwaregrp.com/ and search for the following white paper on setting up single sign-on in Service Manager: SSL Setup and Single Sign-on in Service Manager using Windows or Third Party Authentication.
A load balanced implementation: You want to distribute web client connections among multiple web application servers.
A load-balanced implementation uses a web server to route connection requests to two or more web application servers. You must configure the web server to identify the web application servers (also known as workers) that are available to accept web client requests. For some web server and web application server combinations, you may need to install additional connection software. For example, to route requests to Tomcat web application servers using the Apache web server, you must install the proper connector. See your web server and web application server documentation for information about routing HTTP requests to available worker web application servers.
A scaled implementation to support a large number of concurrent users: You want to support 300 or more concurrent web client connections.
A scaled implementation uses the load balanced implementation described above to support a large number of concurrent web client users. As a general rule, we recommend starting one worker web application server for every 300 concurrent web client connections you want your web tier to support. To help determine the number of connections your web tier can support, go to the Software Support Online site and search for the following white paper: Service Manager 7 Reference Configurations.
