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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Configuring Change Management notifications
In the out-of-box system, Change Management calls the notification engine to send notifications. You can find the out-of-box Change Management notifications from System Administration > Tailoring > Notifications > Notifications. When creating custom notifications for Change Management, you can also use Process Designer rulesets to call the Send HTML Email rule type to send notifications.
Access a notification definition record
Applies to User roles: System Administrator
Notifications are messages generated by Service Manager events, such as opening or closing a change or task. You can edit these messages, add or delete messages, change the conditions that trigger the messages, and select which people receive the messages.
When configuring Change Management notifications, you can use either the notification engine or Process Designer rulesets to call the Send HTML EMail rule type. The following steps apply when you use the notification engine.
To access a Notification Definition record, follow these steps:
- Click Tailoring > Notifications > Notifications.
- Use search or advanced search to find one or more records.
- Click a record in the record list to view it in the Notification Definition form.
View a message class record
Applies to User roles: System Administrator
Service Manager contains several default message classes that enable a user to define additional messages to display in Change Management.
This task applies only when Process Designer based Change Management calls the notification engine to send notifications. It does not apply if Change Management uses Send HTML Email rulesets to send notifications.
To view a Message Class record, follow these steps:
- Click Tailoring > Notifications > Notifications.
- Click Log Message Class (or any other message class type).
- Use search or advanced search to find one or more records.
- Click a record to view its detail in the related Message Class File form.
Add a notification definition record
Applies to User roles: System Administrator
The Notification Engine is primarily responsible for sending messages that are generated by Service Manager events, such as opening or closing a quote or order. System Administrators can edit these messages, add new messages, change the conditions under which the messages will be sent out, and select who will receive the messages.
To add a notification definition record, follow these steps:
- Click Tailoring > Notifications > Notifications. The Notification Definition form opens.
-
Type or select the following information.
Field Description Name Type the name of the notification record. Condition Type true to enable the notification in all conditions. Type an expression that is true or false to specify a condition when Service Manager should send the notification. Type false to disable the notification in all conditions. By default, Service Manager treats a blank entry as true. Message tab Use this tab to define the message type, delivery method, and conditions under which Service Manager should send the notification. Msg Class Type the message class for the notification. This value must match a message class definition in the message record. Msg No Type the message number for the notification. This value must match a message number definition in the message record. Arguments Type any RAD expressions to display information from the record or event that triggered the notification. Service Manager displays this information in the text of the notification. You can enter an array of arguments by enclosing all arguments in brackets and separating each argument with a comma. For example: {argument1,argument2,argument3}
Note Arguments typically take the following form:
<field name> in $L.file
where
<field name>is the name of a field in the record that triggered the notification.Condition Type true to enable the notification in all conditions. Type an expression that can be true or false to define a condition when Service Manager should send the notification. Type false to disable the notification in all conditions. By default, Service Manager treats a blank entry as true. Format Type the format control record used to display the triggering record as part of the notification. Notify Method Type or select the delivery method to be used to send the notification. This value must match a delivery method defined in the msgtype table.
Note
- The notification applications listed below must be defined in RAD code and exist in Service Manager to work.
- The message type must be enabled (true) by selecting "Active?" in the msgtype table.
See the following table for valid message types.
Message type Desctiption connect Send a message to an external device. email Send email. log Create a log entry for a message. mail Send internal mail. msg Send an internal message to a user's current Service Manager session (for example, "Incident IM1011 has been assigned to your monitor list since...").
Note If the user is not currently connected to a Service Manager session, the message is not sent.
print Print message. Recipients Type one of the following to identify who should receive the notification:
- A contact name
- An operator name
- Array of approval group names
- A RAD expression that gathers a contact or operator name from some field in the triggering record
Group File Type the name of the group receiving the notification. You can specify the On Call group to send the notification to for those operators who meet the On Call criteria. Group Area Type the name of the group area receiving the notification. You can use this field only with ocmgroups and cm3groups group tables. Valid choices include:
-
ocmgroups
-All
-Line Items
-Orders
-Quotes
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cm3groups
-All
-Changes
-Tasks
Subgroup Type the name of the subgroup area receiving the notification. You can use this field only with ocmgroups and cm3groups group tables. Valid choices include:
- All
- Approvers
- Members
Email/Mail Subject Line tab Use this tab to type any custom information that should appear in e-mail notifications. Msg Class Type the message class for the subject of the notification. This value must match a message class definition in the message record. Msg No Type the message number to use as the subject of the notification. This value must match a message number definition in the message record. Arguments Type any RAD expressions used to display information from the record or event that triggered the notification. Service Manager displays this information in the subject of the notification. You can enter an array of arguments by enclosing all arguments in brackets and separating each argument with a comma. For example:
{argument1,argument2,argument3}Note Arguments typically take the following form:
<field name> in $L.file
where
<field name>is the name of a field in the record that triggered the notification. - Click Add.
