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
Business Rules and Workflows
Business rules and workflows can be defined for each type of request, and can include routing, required approvals, notifications and alerts, fulfillment tasks, escalations, assignment, and so on.
For example, the Service Catalog module lets the catalog manager define how the service request needs to be routed for fulfillment.
Request processing is automated using other appropriate Service Manager modules. For example, the Service Manager
Other types of service requests can be fulfilled in the Service Desk, Change Management, or other modules.
A catalog administrator defines the modules required to fulfill each service catalog item. Fulfillment can include creating sequenced or parallel tasks to fulfill the request, routing tasks to appropriate groups or staff, gathering required approvals, generating notifications and alerts, measuring response time based on applied SLAs, and so on.
The service catalog uses an open connector architecture, where new fulfillment connectors can be added to integrate with third-party or legacy tools.
Related topics
