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 |
|
- Service Catalog management
- Service Category hierarchies
- Service Catalog items and bundles
- Defining a catalog item that results in the creation of a subscription
- Adding delivery objectives for a catalog item or bundle
- Adding Service SLAs to a catalog item or bundle
- Localizing Service Catalog items, bundles, and categories
- Service Catalog connectors
- Service Catalog status mapping
- Customizing Service Catalog search result
- Importing an existing Request Management catalog into the Service Catalog
- Importing user options for an item through Web Services
- Importing connector details for an item through Web Services
- Using the Service Catalog WSDL for external fulfillment of requests
- Service Catalog Management process
- Service Catalog security areas and roles
Service Catalog connectors
Service Catalog connectors are the fulfillment mechanisms for creating new records in the database. The following table lists the out-of-box connectors for Service Catalog.
| Connector | Description |
|---|---|
| Open a Change | Adds a Change record. |
| Open a Record Using Web Service | Adds a record in an external system using web services. |
| Open a Standard Request in Asset Manager | Creates a record in Asset Manager using a web service. |
| Open a Subscription Change | Adds a Change record when a user requests a subscription to a published service. |
| Open an Incident | Adds an Incident record. |
| Open New Request | Adds a Request fulfillment record. |
Connector Detail tab
The Connector Detail tab contains information about each of the Service Catalog connectors.
| Field | Description |
|---|---|
| Name | Contains the name of the service request. |
| Record Type | Contains the type of record to be created for this service request. |
| Link Record | Contains a link record that describes the fields that relate information from one type of record to the other. |
| Process | Contains a process for this service request. This process routes the service to the appropriate Service Manager application. |
| Wizard | Contains the name of the wizard that runs when you add or edit the connector information of a Service Catalog item that uses this connector. |
| Description | Contains a description of the process for this service request. |
| XML Fields | Contains a field name that is used in the process to create the appropriate record in the appropriate Service Manager table. |
| Field Name | Contains the actual database field name that maps to the XML field in the record. |
| Validity Check | Contains an expression to validate the value of the field |
| Target Files | Contains the name of the file where this target field matches with. |
| Target Fields | Contains the name of the field in the target file where the XML field matches with. |
| XML Caption | Contains a field caption for the field that will be used in the process to create the appropriate record in the appropriate Service Manager table. |
Expressions tab
The Expressions tab contains information about the JavaScript expressions contained within each of the Service Catalog connectors. It contains an initialization expression that needs to be processed before adding the record.
This is an example of an initialization expression for the Create New Request connector.
if (filename($L.file)="request") then (category in $L.file=jscall("svcCatInterface.getXMLFieldValue", interface.info in $L.item, "category"))
if (filename($L.file)="request") then (subcategory in $L.file=jscall("svcCatInterface.getXMLFieldValue", interface.info in $L.item, "subcategory"))
if (filename($L.file)="request") then (bill.to.dept in $L.file=jscall("svcCatInterface.getXMLFieldValue", interface.info in $L.item, "department"))
if (filename($L.file)="request") then (company in $L.file=jscall("svcCatInterface.getXMLFieldValue", interface.info in $L.item, "company"))
if (filename($L.file)="request") then (model in $L.file=jscall("svcCatInterface.getXMLFieldValue", interface.info in $L.item, "requestModel"))
if (filename($L.file)="request") then (modelname in $L.file=jscall("svcCatInterface.getXMLFieldValue", interface.info in $L.item, "requestModelName"))
if (filename($L.file)="request") then (severity in $L.file=jscall("svcCatInterface.getXMLFieldValue", interface.info in $L.item, "severity"))
if (filename($L.file)="request") then (impact in $L.file=jscall("svcCatInterface.getXMLFieldValue", interface.info in $L.item, "impact"))
if (filename($L.file)="request") then (assigned.group in $L.file=jscall("svcCatInterface.getXMLFieldValue", interface.info in $L.item, "assigngroup"))
if (bundle in $L.cartItem=true and bundle.options in $L.cartItem~=NULL and bundle.options in $L.cartItem~="<bundle></bundle>") then (svc.options in $L.file=bundle.options in $L.cartItem)
if ((bundle in $L.cartItem=false or bundle in $L.cartItem=NULL) and options in $L.cartItem~=NULL and options in $L.cartItem~="</form>") then (svc.options in $L.file=options in $L.cartItem)
Modify an existing Service Catalog connector
- Click Service Catalog > Tailoring > Catalog Connectors.
- To bring up a record list of all the out-of-box connectors click Search.
- Select a connector. For example, click Open a Change.
- Add XML Fields for any customized fields you have in your forms.
- Change the Link Record to move any additional fields from the interactions record to the change record.
- Change Process to include anything that needs to happen to create the record.
- Change the wizard messages to include any new fields.
- Add, delete, or modify any of the RAD expressions on the Expression tab.
- Click Save.
The connector is modified.
