Use URI protocols

Search for	Example	Results
A single word	`cat`	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.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

In addition to the HTTP and FTP protocols, Service Manager web client supports the tel and sip URI (Uniform Resource Identifier) protocols to initiate telephone calls or dialogues. This method does not rely on the browser's ability to support Java applet technology. To use this method, the following requirements must be met:

Install a telephony client (such as Microsoft Lync) on your computer to handle and manage the calls or dialogues.

Configure RAD expressions in the Service Manager system to trigger telephone calls or dialogues.

Example: How to use the tel URI protocol

The following are example steps to use the tel URI protocol with Microsoft Lync. In this example, you will add a new button to the contacts.g form, associate this button with the updated display option definitions, and then test how the tel URI protocol works.

Click Tailoring > Database Manager.

Type contacts in the Form field, and then press Enter. Service Manager displays a list of forms matching your search criteria.

Double-click contacts to open the contacts.g form.

Click Search. Service Manager displays a list of all contact records.

Take AARON, JIM as an example. Click the Contact Numbers tab to verify that the Work field has a valid phone number. This value will be used in the later steps.

Click Tailoring > Form Designer.

Type contacts.g in the Form field, and then click Search. Service Manager opens the Contact Information form.

Click Design, and then add a button with the following sample properties:

Caption	Value
Visible	True
Caption	Tel
Button ID	1111
Enabled	True

Click OK, and then click OK again on the Contact Information form.

Click Tailoring > Tailoring Tools > Display Options.

Type contacts.view in the Screen ID field, and then click Search. Service Manager displays a list of display option definitions matching your search criteria.

Locate an option, and then enter the following information:

General information:

Field	Sample value
Unique ID	contacts.view_tel
Action	do nothing
GUI option	1111 Note You must enter the button ID you have assigned to the new button in step 7.
Default Label	Tel
Condition	true

Click the Pre Rad Expressions tab, and then add the $L.url="tel:"+contact.phone in $L.file expression.

Click the Rad tab, and then enter the following information:

Field	Value
RAD Applications	us.launch.external
Separate Thread?	true
Values	$L.url

See the following screenshots as examples:

Click Add and OK.

Continue to follow step 1 to step 4 and locate the AARON, JIM contact record. Now you can click the Tel button to launch a Skype call with AARON, JIM using the tel URI protocol.

Example: How to use the sip URI protocol

The following are example steps to use the sip URI protocol with Microsoft Lync. In this example, you will add a new button to the contacts.g form, associate this button with the updated display option definitions, and then test how the sip URI protocol works.