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
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| A combination of search types | ( ) parentheses |
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Request Management user roles
The Request Management module has the following user roles.
Requestor
The Requestor user role has the following responsibilities:
- Initiate a request through Request Management and search and view request records.
To execute this role, the Requestor has following tasks available:
| ITIL workflow | Tasks |
|---|---|
|
Create, Update or Retire Service Request Catalog Item (SO 3.5) |
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| Service Request Escalation (SO 3.7) |
Request Coordinator
The Request Coordinator user role has the following responsibilities:
- Coordinate requests. May also be responsible for receiving things into inventory.
To execute this role, the Request Coordinator has following tasks available:
| ITIL workflow | Tasks |
|---|---|
|
Create, Update or Retire Service Request Catalog Item (SO 3.5) |
|
| Service Request Escalation (SO 3.7) |
Request Reviewer
The Request Reviewer user role has the following responsibilities:
- Evaluate a Request Management quote for potential errors. A reviewer may not necessarily have approval rights.
To execute this role, the Request Reviewer has following tasks available:
| ITIL workflow | Tasks |
|---|---|
|
Create, Update or Retire Service Request Catalog Item (SO 3.5) |
|
| Service Request Escalation (SO 3.7) |
Request Approver
The Request Approver user role has the following responsibilities:
- Approve requests before they can be processed and filled.
To execute this role, the Request Approver has following tasks available:
| ITIL workflow | Tasks |
|---|---|
|
Create, Update or Retire Service Request Catalog Item (SO 3.5) |
|
| Service Request Escalation (SO 3.7) |
Request Helpdesk Tech
The Request Helpdesk Tech user role has the following responsibilities:
- Provide helpdesk assistance for opening new item requests.
- Process service requests.
- Oversee the request process through its cycle back to the customer.
To execute this role, the Request Helpdesk Tech has following tasks available:
| ITIL workflow | Tasks |
|---|---|
|
Create, Update or Retire Service Request Catalog Item (SO 3.5) |
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| Service Request Escalation (SO 3.7) |
Request Procurement Manager
The Request Procurement Manager user role has the following responsibilities:
- Process requests through the system.
- May be required to update inventory data when requested items arrive.
To execute this role, theRequest Procurement Manager has following tasks available:
| ITIL workflow | Tasks |
|---|---|
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Create, Update or Retire Service Request Catalog Item (SO 3.5) |
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| Service Request Escalation (SO 3.7) |
Request Administrator
The Request Administrator user role has the following responsibilities:
- Administer Request Management applications.
To execute this role, the Request Administrator has following tasks available:
| ITIL workflow | Tasks |
|---|---|
|
Create, Update or Retire Service Request Catalog Item (SO 3.5) |
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| Service Request Escalation (SO 3.7) |
Related topics
User roles
Add a user role record
Delete a user role record
Search for a user role record
