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)`

Service Manager

Administer > Status and notifications > Service Manager email solutions > HTML Email > Customizing HTML email notifications > Add commonly used elements in templates

Add commonly used elements in templates

This section describes how to add certain elements that you are likely to include in your email message.

Images

To post images in the message, you must store the images in a location that your email recipients can access and add image tags referencing the corresponding URLs.

Web URL

It is a common practice to include a Web URL in the email message pointing to the corresponding record so that the recipient can follow the link to view the record in a Service Manager web client. You can reference the web_url variable that is defined in the expressions of the out-of-box templates.

You can keep one of the following statements and comment out the other one, depending on whether the email message is sent to an ESS user or a regular Web-tier user.

For ESS users:

var web_url = lib.urlCreator.getURLFromQuery(file_name,record_query,record_title);

For regular Web-tier users:

var web_url = lib.urlCreator.getESSURLFromQuery(file_name,record_query,record_title);