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 |
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| 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 |
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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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- Incident Exchange (OMi - SM) integration setup
- Create user accounts for the Incident Exchange (OMi - SM) integration
- Configure the Service Manager server as a connected server in OMi
- Add custom attributes and map to SM fields
- Configure an event forwarding rule in OMi
- Enable event drill-down from Service Manager into OMi
- Enable incident drill-down from the OMi Event Browser
- Configure SSL for the Incident Exchange (OMi - SM) integration
- Configure the Instance Count in the SMOMi integration template
- Add an integration instance for each OMi server
- Enable LW-SSO for the Incident Exchange (OMi - SM) integration
- Configure automatic closure for OMi incidents
- Change the default assignment group for OMi incidents
- Test the connection
- Synchronize attributes
Synchronize attributes
Not all attributes are synchronized back from SM to OMi by default. When the SM incident is initially created from an OMi event, event attributes are mapped to the corresponding SM incident attribute. Out of the box, after the initial incident creation, whenever the incident or event subsequently changes, only a subset of the changed event and incident attributes are synchronized. The following describes how to customize the list of attributes to synchronize upon change.
Unidirectional synchronization: OMi to SM
The following attributes are transferred to SM from OMi on a one-time basis, that is, when the event was initially created, and the transfer of control of the event was configured in the Connected Servers manager.
These attributes support bidirectional synchronization, but are disabled out-of-box:
- Title
- Severity
- Priority
- Operator: the operator assigned to the event who forwarded the event
- Category
- Subcategory
- Related CI
OMi event annotations are synchronized to SM activity log and there is no back synchronization from SM to OMi.
Bidirectional synchronization
Attributes that support bidirectional synchronization between OMi and SM are:
- Description
- Lifecycle state (the state is only updated when the state changes to closed)
- Solution
- Contents under the Forwarding tab in the Event Details
Attribute synchronization using Groovy scripts
If you want to change the out-of-the-box behavior regarding which attributes are updated, you can specify this in the Groovy script used on the OMi side for synchronization or incident creation. In the Groovy script, you can specify which fields are updated in SM, and which fields are updated in OMi. You can also specify custom attributes in the Groovy script.
For more information, see Tips for customizing groovy scripts.
Related topics
Incident Exchange (OMi - SM) integration
Tips for customizing groovy scripts
