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 |
|---|---|---|
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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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Change categories and phases
Change Management uses categories to classify the type of change requested. Out-of-box, each change type has its own category that defines the workflow and phases needed to satisfy the change request. They are described in detail in the following sections.
The best practice process flows shipped with the Process Designer framework introduce four processes: Change Proposal, Standard, Normal and Emergency changes, which correspond to the "Change Proposal", "Standard Change", "Normal Change"and "Emergency Change" categories. This is a change with previous releases of Service Manager where at the category-level more specific changes were classified, such as Hardware or Software. They are added to any existing categories including any previous out-of-box categories that may still exist in the system.
As an administrator of the Service Manager application, you can use the default categories shipped with the product, or create new categories to match your business requirements.
