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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Recommendations
Before you set up the Case Exchange integration, consider the following recommendations for preparation and configuration:
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Decide about the general connection method, which can be either of the following:
- Pull the data from the target system
- The target system pushes the data into Service Manager
- Ensure that you have a clear picture about the workflows in the systems you want to integrate.
- Ensure that you know how to map the workflows for incoming and outgoing data.
- Ensure that the attachment settings are correctly configured.
- Ensure security settings are defined and properly configured.
- Enable outbound events for easy usage in the RuleSets.
- Test the configurations properly in a test environment before go live.
- Ensure the ownership of the records is clearly defined for each stage.
- Align on re-open, resolve, and closure rules, follow Processes and Best Practices .
- Perform sufficient performance tests, including test with attachments to ensure the system can handle the case exchange requirements of your environment.
- Do not underestimate the effort for the workflow and status mapping.
