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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Service Manager Reconciliation Rules
Service Manager reconciliation rules allow the integration to identify CI records in your Service Manager system that match CIs in your UCMDB system. Service Manager attempts to reconcile CI records with every push of CI attributes from your UCMDB system. The integration uses the following workflow to match UCMDB CIs with Service Manager CIs.
- The UCMDB system sends a web service message containing the latest CI attribute data to Service Manager.
- Service Manager scans the web service message for the CI ucmdb.id value.
Note The ucmdb.id field is displayed in the Actual State Section of the CI form, with a label of Ucmdb ID.
- Service Manager searches for an existing CI record that has the same ucmdb.id value.
- If Service Manager finds a CI that has the ucmdb.id value, no reconciliation is needed. Service Manager compares the UCMDB CI attributes to the Service Manager managed fields and runs the appropriate Discovery Event Manager (DEM) rules as needed to update the CI record in Service Manager.
- If Service Manager cannot find a CI that has the ucmdb.id value, it searches for a DEM reconciliation rule record that is defined for the CI type.
- If no DEM reconciliation rule record is found, Service Manager creates the CI record according to the appropriate DEM rules.
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If a DEM reconciliation rule record is found, Service Manager evaluates the rules and appends (ucmdb.id=NULL or ucmdb.id~=NULL and istatus=”XXXXXX”) to the reconciliation rules in the backend, where the istatus value is retrieved from the DEM rule for deletion (for example, Retired/Consumed). If no istatus value is found in the DEM rule, Service Manager only appends ucmdb.id=NULL to the reconciliation rules in the backend.
- If no matching CI record is found by the reconciliation rules, Service Manager creates the CI record according to the appropriate DEM rules.
- If a matching CI record is found by the reconciliation rules, Service Manager updates the CI record according to the appropriate DEM rules.
