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". |
|
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
|
| A combination of search types | ( ) parentheses |
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Request Notifications
The following out-of-box Request Notifications are provided in the Request Fulfillment module.
Off-catalog Request Creation
| Status | All |
| Rule Set | Notification is triggered when off-catalog request is registered |
| Notification name(notification definition table) | Request Open |
| Recipients | requestor |
| Subject | Request %s (hyper link of request number) has been registered. |
| Format |
Service Manager Request %s (hyper link of request number) has been registered. Details Title (or Description): Category: Subcategory: Request Model: Status: Priority: Sent from Service Manager. Do not reply to this email. |
Assignment Group
| Status | All |
| Rule Set | Notification is triggered when assignment group is populated but assignee is empty |
| Notification name(notification definition table) | Request Assignment |
| Recipients | members of the assignment group |
| Subject | Request %s (hyper link of request number) has been assigned to you or your group. |
| Format |
Service Manager Request %s (hyper link of request number) has been assigned to you or your group. Details Title (or Description): Category: Subcategory: Request Model: Status: Priority: Sent from Service Manager. Do not reply to this email. |
Assignee
| Status | All |
| Rule Set | Notification is triggered when assignee is populated |
| Notification name(notification definition table) | Request Assignment |
| Recipients | assignee |
| Subject | Request %s (hyper link of request number) has been assigned to you or your group. |
| Format |
Service Manager Request %s (hyper link of request number) has been assigned to you or your group. Details Title (or Description): Category: Subcategory: Request Model: Status: Priority: Sent from Service Manager. Do not reply to this email. |
Request Pending Approval
| Status | All |
| Rule Set | Notification is triggered when the request approval status is “pending” |
| Notification name(notification definition table) | Request Pending Approval |
| Recipients | members of current.pending.groups |
| Subject | Request %s (hyper link of request number) is pending on your approval. |
| Format |
Service Manager Request %s (hyper link of request number) is pending on your approval. Details Title (or Description): Category: Subcategory: Request Model: Status: Priority: Sent from Service Manager. Do not reply to this email. |
Request is Approved or Denied
| Status | All |
| Rule Set | Notification is triggered when request approval status is changed from “pending” to “approved” or request approval status is “denied” |
| Notification name(notification definition table) | Request is Approved or Denied |
| Recipients | requestor, request coordinator, assignee |
| Subject | Request %s (hyper link of request number) is {$approval.status}. |
| Format |
Service Manager Request %s (hyper link of request number) is {$approval.status}. Details Title (or Description): Category: Subcategory: Request Model: Status: Priority: Sent from Service Manager. Do not reply to this email. |
Request Escalation
| Status | All |
| Rule Set | Notification is triggered when the “Escalated” flag is selected and the “Escalation Manager” is specified. |
| Notification name(notification definition table) | Request Escalation |
| Recipients | Request Manager, Assignee or members of Assignment Group if Assignee is null |
| Subject | Request %s (hyper link of request number) has been escalated. |
| Format |
Service Manager Request %s (hyper link of request number) has been escalated. Details Title (or Description): Category: Subcategory: Request Model: Status: Priority: Sent from Service Manager. Do not reply to this email. |
Request Suspension
| Status | Suspended |
| Rule Set | Notification is triggered when Request status is “Suspended” |
| Notification name(notification definition table) | Request Suspension |
| Recipients | requestor, request coordinator, assignee |
| Subject | Request %s (hyper link of request number) is suspended. The request may be unsuspended manually before the suspension duration ends. |
| Format |
Service Manager Request %s (hyper link of request number) is suspended. The request may be unsuspended manually before the suspension duration ends. Details Title (or Description): Category: Subcategory: Request Model: Status: Priority: Sent from Service Manager. Do not reply to this email. |
Request Unsuspension
| Status | All except “Suspended” |
| Rule Set | Notification is triggered when Request status is changed from “Suspended” to previous status |
| Notification name(notification definition table) | Request Unsuspension |
| Recipients | requestor, request coordinator, assignee |
| Subject | Request %s (hyper link of request number) is unsuspended. Now the status moves to {$status}. |
| Format |
Service Manager Request %s (hyper link of request number) is unsuspended. Now the status moves to {$status}. Details Title (or Description): Category: Subcategory: Request Model: Status: Priority: Sent from Service Manager. Do not reply to this email. |
Request Pending Customer
| Status | Pending Customer |
| Rule Set | Notification is triggered when Request status is “Pending Customer” |
| Notification name(notification definition table) | Request Pending Customer |
| Recipients | requestor, request coordinator |
| Subject | Request %s (hyper link of request number) is pending customer’s input. Please contact customer to get required information. |
| Format |
Service Manager Request %s (hyper link of request number) is pending customer’s input. Please contact customer to get required information. Details Title (or Description): Category: Subcategory: Request Model: Status: Priority: Sent from Service Manager. Do not reply to this email. |
Request Resolution
| Status | Resolved |
| Rule Set | Notification is triggered when Request status is “Resolved” |
| Notification name(notification definition table) | Request Resolution |
| Recipients | requestor, request coordinator |
| Subject | Request %s (hyper link of request number) has been resolved. |
| Format |
Service Manager Request %s (hyper link of request number) has been resolved. Details Title (or Description): Category: Subcategory: Request Model: Status: Priority: Sent from Service Manager. Do not reply to this email. |
Request Withdrawal
| Status | Closed |
| Rule Set | Notification is triggered when Request status is “Closed” and closure code is “Withdrawal requested by customer” |
| Notification name(notification definition table) | Request Withdrawal |
| Recipients | requestor, request coordinator, assignee |
| Subject | Request %s (hyper link of request number) has been withdrawn by customer. |
| Format |
Service Manager Details Title (or Description): Category: Subcategory: Request Model: Status: Priority: Sent from Service Manager. Do not reply to this email. |
Request Closure
| Status | Closed |
| Rule Set | Notification is triggered when Request status is “Closed” and closure code is not “Withdrawal requested by customer” |
| Notification name(notification definition table) | Request Closure |
| Recipients | requestor, request coordinator, assignee |
| Subject | Request %s (hyper link of request number) has been closed. The closure code is {$closure.code}. |
| Format |
Service Manager Request %s (hyper link of request number) has been closed. The closure code is {$closure.code}. Details Title (or Description): Category: Subcategory: Request Model: Status: Priority: Closure Comments: Sent from Service Manager. Do not reply to this email. |
Request Reopen
| Status | Fulfilled |
| Rule Set | Notification is triggered when the request is re-opened. |
| Notification name(notification definition table) | Request Re-open |
| Recipients |
Requestor, Request Coordinator, members of Assignment Group if Assignee is null, otherwise Assignee |
| Subject | Request %s (hyper link of request number) has been re-opened. |
| Format |
Service Manager Request %s (hyper link of request number) has been re-opened. Details Title (or Description): Category: Subcategory: Request Model: Status: Priority: Sent from Service Manager. Do not reply to this email. |
