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 |
|
- Optional manual migration tasks
- Configure the Change Management module to use the new Task Planner
- Upgrade to the Process Designer related record subform
- Use the Process Designer workflow viewer in your forms
- Configure the Search form
- Migrate the solution matching configuration from security profiles to security settings
- Update reports to use Process Designer-based category tables
- Make the Category field in the Interaction form read-only
- Revert to using the "escalate to Change" wizard
- Remove the button in the Incident form that cancels the Interaction escalation process
- Migrate any customization of the knownerror table
- Remove the legacy Request Management dashboard and report definitions
- Enable legacy Request Management and Process Designer-based Request Fulfillment to run in parallel
Migrate the solution matching configuration from security profiles to security settings
The Incident solution matching functionality in Process Designer-based systems and in Classic systems is different.
We recommend that you use Process Designer solution matching. However, if you want to use Classic solution matching, you must manually migrate the security configuration from Classic security profiles to Process Designer security roles. This is necessary because Classic solution matching is configured in security profiles (for example, pmenv), which are not used in Process Designer security roles.
The following example uses the "Check similar problems" Incident solution matching setting to demonstrate how to perform the migration.
- The field name of the "Check similar problems" setting is "check.rc." To add a setting with the same name in the "Incident" security area, search for the "Incident" security area. From the More menu, click Administration > Add New Setting, and then add a new setting.
-
Set the security rights value for this new Setting.
-
Check all your Incident Management security profile records (in an out-of-box system, there are 49) to identify all the records in which "Check similar problems" is selected. For example, if "Check similar problems" is selected in the sysadmin profile, you need to set the area of the sysadmin security role to "Incident," and select the "Check similar problems" setting.
-
After you manually migrate the "Check similar problems" setting, perform the same tasks for the following settings:
- Check similar incidents
- Check incident duplicates on configuration item
- Check incident duplicates on related configuration item
- Max levels
- Max hits
