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
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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 |
|---|---|---|
|
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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What is tailoring?
Tailoring is any change to the out-of-box system data. Tailoring never changes the actual Service Manager code or program. Service Manager allows you to change almost any record value. The following are examples of tailoring changes you can make by changing the underlying record values.
- Change the look and operation of forms by changing the form definition in the format table.
- Change how fields are mapped in the back-end database by changing the value of the field mapping in the data dictionary.
- Change the workflow of a particular change by changing the values of the underlying phase and task records.
- Change what records a favorite or view displays by changing the value of the underlying query.
Tip Since tailoring involves changing record values, you should create a back-up of your system data before tailoring your system. Having a backup available gives you the option to revert to a working system should your tailoring changes cause a system outage.
Related concepts
Assumptions
Mapping rights
Array mapping options
Valid data type changes
When are RDBMS mappings added or updated?
