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
|
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 |
|
|
| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
- Request Management overview
- Pre-implementation planning
- Approvals in Request Management
- Categories
- Phases
- Quotes
- Orders
- Vendors
- Related records
- Printing lists and detail records in Request Management
- Business Rules and Workflows
- Demands Measuring
- Financial Approval
- Self-Help Requests
- Record Content
- Request Charges
- Request Escalation: Functional Escalation
- Request Escalation: Hierarchic Escalation
- Request Integration: Service Desk or Incident Management
- Request Management Predefined Reports
- Service Request Record
- Request Access Control
Request Escalation: Hierarchic Escalation
Service Manager provides alerts and escalations, including the following:
-
Escalations. Business rules can be used to trigger automated hierarchical escalation of a request if the status of the request remains unchanged for too long, the request is “bounced” too often between assignment groups, or if the request meets other predefined parameters or thresholds. Users can also manually escalate a request. The administrator can configure Service Manager to act in certain ways should these rules be breached. For example, if a request remains in open state for too long, Service Manager can be configured to escalate the record to the assigned operator’s manager.
-
Alerts. Some modules have the ability to set criteria for the generation of alerts.
-
For more sophisticated, cross-module alerts and escalations, the Service Manager Service Level Management module is used to set Service Level Targets and Service Level Agreements with associated actions for record SLA breaches.
Escalation thresholds can be defined for Service Catalog requests as well as the request fulfillment records. Escalations can also be associated with SLAs defined for Service Catalog requests or request fulfillment records.
