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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- 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
Revert to using the "escalate to Change" wizard
The escalation to change process in Process Designer-based systems and in Classic systems is different. After you upgrade to Service Manager 9.60 Hybrid, the escalation wizard no longer appears when you click Escalate in an Interaction, and the Change is not created in the background. Instead, the Change form is launched for you to input the details.
To revert to using the Classic escalation wizard, follow these steps:
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Open the "escalate.interaction" process, and modify the condition so that it evaluates to "true" for escalation to change. This ensures that the escalation wizard is displayed.
For example, modify the condition from
$L.use.legacy.sd.solution.matching=true and ($L.string="create" and $exit.code.fc="normal")to($L.use.legacy.sd.solution.matching=true or category in $L.file="request for change") and ($L.string="create" and $exit.code.fc="normal"). -
Open the "cc.createchange" process, and modify the expression that is evaluated before the RAD call from
$escalation.wizard.call=falseto$escalation.wizard.call=true. This ensures that the change is created in the background. -
If it does not already exist, add the following expression to the "number" link line of the "screlate.incidents.cm3r" link:
requestedDate in $L.related=nullsub($requested.end.date, tod())Note You can further tailor "escalate to Change" wizard by adding additional expressions or field mapping to copy data to change records.
