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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Messages
Service Manager sends messages in response to an event. They can be directed to specific operators listed in the event record, and contain values from certain fields in quote, order, and line item records that caused the initial event.
Request Management message processing involves the following:
- The background processor looking at the ocmoptions record for the phase or category that generated the event. If the record does not exist, processing ends.
- Evaluation of the Messages/Events option in the ocmoptions record. If false, processing ends.
- Checking for field name and operators in the ocmevents record. If none, processing ends (unless this event is delayed by gen order).
- Recording in the msglog the generic message (from the ocmevents record’s Append Text field).
- Sending the standard message and the mail message to the operators defined in the Operators field of the ocmevents record.
- Sending a message to the operators defined in those fields referenced by the Field Name field of the ocmevents record.
The content of these fields is first assumed to be a group. If this group name is found in the ocmgroups file, then either the members or approvers (depending on the Member List field) of that group are added to a working list.
If this group name does not exist, the system searches the operator file; and if an operator record is found, it is added to the working list.
Message classes
Service Manager has several default message classes where a user can define additional messages to display in Request Management.
The Notifications menu contains the various message class action types:
- On-Screen (msg) – Send a message to the user’s screen.
- Print (print) – Send a copy of the message to the receiver’s default printer.
- Log (log) – Send a copy of the message to the msglog file.
- TSO (TSO) – Send a copy of the message to the receiver’s TSO ID.
- External E-Mail (email) – Send a copy of the message to the receiver’s e-mail address as specified in the operator or contacts record.
- Internal E-Mail (email) – Send a copy of the message to the receiver’s internal Service Manager mailbox.
Add a message class record
Applies to User Roles: System Administrator
Service Manager has several default message classes where a user can define additional messages to display in Request Management.
To add a message class record:
- Click Tailoring > Notifications > Message Types.
- Click Search.
- Select a message type from the record list on which to base your new record.
- Clear the message Type, and then enter a type for the new message record.
- Add or change information on the form to set up the new message record.
- Check the Active? box if this is an active message.
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Click Add to confirm the new record.
Caution: Make sure you do not click Save because doing so will replace the existing message record with the new record you are attempting to add.
Notification engine
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. Administrators can edit these messages, add new messages, change the conditions under which the messages will be sent out, as well as select who will receive the messages.
The notification file works with the message file to define notifications for common system events. Administrators can modify the notification arguments that trigger the notification, as well as define who receives the notification.
Open the notifications file
Applies to User Roles: System Administrator
You can configure Service Manager to send notifications whenever specific system events occur. By default, Service Manager supports notifications for every type of status change event.
To open the notifications file:
- Click Tailoring > Notifications > Notifications.
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Add optional search criteria, and then click Search.
The list of notification records opens.
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Select a target record to view.
Note For information on adding a notification definition record, adding a notification delivery method, or creating a custom notification, see the related topics.
Related topics
Routing orders to external purchase systems
Alerts, events, and messages
Events and messages
