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 |
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| 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 |
|---|---|---|
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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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Discovery Event Manager rule options
Rules help to automate the process of managing incoming configuration item (CI) records. When you have rules set up, you can manage whether a record is added, updated, or deleted to the CI records in Service Manager. The Discovery Event Manager tool checks the incoming CI records and determines what to do when the actual state of the CI records does not match the managed state of the CI records in Service Manager. When Discovery Event Manager finds the rule that applies to an incoming CI record type, the server checks the rule, and then updates the record according to the rules you have set up.
Example: If a user's machine has 4 GB of RAM added and the Discovery Event Manager tool discovers that the actual state of the CI record does not match the Service Manager managed state for that CI record type, the Discovery Event Manager tool opens an unplanned change. This then gives the Change Manager the opportunity to review the CI record and determine what tasks to complete.
Actions are required in the following cases:
- Records that do not exist.
- Records that contain unexpected data.
- Records are marked for deletion.
The following options are available when configuring rules to meet your business needs:
- Action if matching record does not exist: If a CI record does not exist in Service Manager.
- Add the record: (Default) When the information received from Web services through Discovery Event Manager does not bring up a matching record in Service Manager, add the record.
Add the record, and set dependency as true: This option is available only for synchronization of CI relationship data. Service Manager will add the CI relationship record and enable outage dependency for the record by checking its Outage Dependency check box and setting its number of dependent downstream CIs to 1.
- Open an Incident: Open an incident to investigate a new CI record that currently does not exist in Service Manager to determine if it is compliant with Service Manager.
- Open a Change: Open an unplanned change to review the new CI record, because it currently does not exist in Service Manager. This change gives the Service Manager Administrator an opportunity to deny the Change Management request and back it out by using the change management process or to accept the actual state of the new CI record and assign tasks accordingly.
- Action if record exists but unexpected data discovered: Changes to the information in an existing CI record raise a flag for the
Discovery Event Manager tool. Some of the information is not part of the managed state in Service Manager. The unexpected data in the CI record
must be logged or reviewed.
- Open a Change: (Default) Open an unplanned change to review the actual state of the CI record. This change gives the Service Manager Administrator an opportunity to deny the Change Management request and back it out by using the change management process, or to accept the actual state of the existing CI record and assign tasks accordingly.
- Log Results and update record: Log the results of the actual state of the CI record, and then update the record.
- Open an Incident: Open an Incident to investigate the actual state of a CI record and determine what actions must be performed or initiated to bring the record into compliance with Service Manager.
- Action if record is to be deleted: If an external event specifies that the record needs to be deleted.
- Delete record: (Default for CI relationship records) This option is available for synchronization of both CI and CI relationship records. Service Managerautomatically deletes the record.
Open an Incident: This option is available only for synchronization of CI relationship records. Service Manager opens an incident to investigate the deleted record and determines which actions must be performed or initiated to bring the record into compliance with Service Manager.
Open a Change: This option is available only for synchronization of CI relationship records. Service Manager opens an unplanned change to review the deleted record. The change allows someone to investigate whether the deleted record is compliant with your business practices. If the record is compliant, the change can be approved. If the record is not compliant, then the change can be denied and the record added back to the system.
Update record to the selected status: (Default) This option is available only for synchronization of CI records. Service Manager updates the status of the CI record to a value selected from the drop-down list (for example, Retired/Consumed), instead of deleting the record permanently.
- Open an Incident to update record to the selected status: This option is available only for synchronization of CI records. Service Manager opens an incident to update the record’s status to a value selected from the drop-down list (for example,Retired/Consumed). Once the incident has been closed, Service Manager automatically updates the CI record to the selected status.
- Open a Change to update record to the selected status: This option is available only for synchronization of CI records. Service Manager opens an unplanned change to update the CI record’s status to a value selected from the drop-down list (for example, Retired/Consumed). The change allows someone to investigate whether the requested status change is compliant with your business practices. Once the change has been approved and closed, Service Manager automatically changes the CI record to the selected status. If the change has been denied, Service Manager makes no changes to the CI record.
Related topics
Discovery Event Manager
Discovery Event Manager change open process
Discovery Event Manager managed fields
Discovery Event Manager rules
Add a managed field in Discovery Event Manager
Add a rule in Discovery Event Manager
Customize changes in Discovery Event Manager
Customize incidents in Discovery Event Manager
Delete a set of rules in Discovery Event Manager
View, modify, or delete a configuration item in Discovery Event Manager
View, modify, or delete a managed field in Discovery Event Manager
View or modify rules in Discovery Event Manager
