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 |
|
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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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Time duration data processing
Service Manager records the system data provided by the SLM module license and configuration. Service Manager extracts the system data against status, phase and assignment group changes, and then calculates the duration values according to your metrics. You can then configure calculation or time duration reports to display the time duration data based on the calculation results.
Note If you modify calculation metrics for duration reports , the modified configurations only take effect on newly created tickets.
The time duration data can be processed for further analysis. Currently, Service Manager supports the following tables and fields.
| Module | Monitor field changes |
|---|---|
|
incidents |
State, Phase, Assignment |
|
probsummary |
State, Phase, Assignment |
|
imTask |
State, Assignment |
|
cm3r |
State, Assignment |
|
cm3t |
State, Assignment |
|
rootcause |
State, Phase, Assignment |
|
rootcausetask |
State, Phase, Assignment |
|
request |
State, Phase, Assignment |
|
requestTask |
State, Phase, Assignment |
| svcCartItem | State, Phase |
The raw time stamp of the field status changes can be extracted from the following tables. To configure the time duration settings, see Configure time duration settings.
| Field | Table |
|---|---|
| State |
slaactive Note The information in this table requires that SLM is enabled in this application. The default field is the Process target state field set from Service Level Management > Administration > Configure Application. If SLM is not enabled, no data is available for this field and the time duration process is not working. |
| Phase | workflowhistory (for PD only) |
| Assignment |
assignmentlog Note The information in this table requires that SLM is enabled in this application. The default field is the Record Group Field Name set from Service Level Management > Administration > Configure Application. If SLM is not enabled, no data is available for this field and the time duration process is not working. |
After the data is extracted and processed, Service Manager saves the field change metrics in the following tables.
Note Make sure that the background schedule of timedurationdata process is started to process the raw time stamp information.
- timeDuration4probsummary
- timeDuration4cm3r
- timeDuration4request
- timeDuration4incidents
- timeDuration4imTask
- timeDuration4cm3t
- timeDuration4requestTask
- timeDuration4rootcause
- timeDuration4rootcausetask
- timeDuration4svcCartItem
You can apply the data in these tables to create calculation or time duration reports. For details about how to create a report by using the time duration metrics, see Create a calculation report by using duration metrics.
