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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- Request Management
- Request Management user roles
- Request Management user tasks
- Request Management administrator tasks
- Request Management overview
- Pre-implementation planning
- Approvals in Request Management
- Categories
- Phases
- Quotes
- Orders
- Vendors
- Related records
- Printing lists and detail records in Request Management
- Business Rules and Workflows
- Demands Measuring
- Financial Approval
- Self-Help Requests
- Record Content
- Request Charges
- Request Escalation: Functional Escalation
- Request Escalation: Hierarchic Escalation
- Request integration
- Request Management Predefined Reports
- Service Request Record
- Request Access Control
Request Management overview
Request Management is the Service Manager application used to manage user requests for products and services. Requests affect only the person making the request, or a subordinate group of employees. Examples include password resets, individual pc upgrades, and new employee setup. For changes to the infrastructure, refer to Change Management.
Request Management includes the following key features:
- Automated quote, manager approval, and order processing tracking for products and services.
- Detailed, customizable catalog of products and services, including bundled and sequenced parts and services.
- Scheduling and integration of service requests and work orders with purchase requests.
- Combination of multiple quotes into single or multiple orders, based on vendor/supplier.
- Provision for external vendors/suppliers and internal work groups.
- Integration with other Service Manager applications, such as Configuration Management and Change Management.
- Sequential and Conditional on-line quote entry and approvals.
- Automated mail notification and alerts for normal and exceptional events.
- Customer control, consolidation of acquisitions, and life cycle management.
- Quote—Order—Receiving—Posting process.
When should you use Change Management instead of Request Management? Here are some guidelines.
- Change Management handles any change to your business that modifies or disrupts the current state of that environment. Usually these modifications or disruptions affect multiple users or business units.
- Request Management handles common user requests for products and services. These requests usually affect only the person making the request, or a subordinate group of employees.
Related topics
