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 |
|
|
| Either word in a topic |
|
|
| 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 |
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- Miscellaneous tasks
- Enable Knowledge Management
- Configure subscriptions
- Enable Approval Delegation
- Improve SRC performance
- Contact Look up
- Date Time validation
- Update Service Manager lists
- Supporting other locales
- Update Journal Request
- Require Users to Read Catalog Item Details
- Hide user selection options from the item details form
- Enable Line Item Status
- Configure IPv6
- Enable FIPS for Service Request Catalog
- Enable query hash when a hardware load balancer is used
- Common Access Card Introduction
- Type Ahead
- Enable remembering login user name
- Enlarge SRC UI screen size in Internet Explorer
Enable Knowledge Management
Before a user creates a support request, you may want to encourage them to search an external knowledge database to find a documented solution or recommendation. This feature is optional, but can be useful to help your user community resolve problems quickly without opening formal support requests.
Before you try to enable Knowledge Management from Service Manager, verify the following:
- You have a Knowledge Management license. Without this license, cannot display a Knowledge Management Search page.
- Knowledge Management is configured according to the recommendations in the Knowledge Management documentation.
When you enable the Knowledge Management link, the interface displays a Search Knowledgebase window where the user can type a search phrase.
To enable the Knowledge Management link, follow these steps:
-
Open this file with a text editor:
C:\...\WEBINF\classes\applicationContext.properties
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Locate and then set the src.km.enabled property to true.
- Save and close the file.
- Restart the Tomcat application server to make the changes take effect.
After enabling Knowledge Management, you must re-index the Service Request Catalog Knowledge Base index. To do this, follow these steps:
- In the Service Manager client, navigate to Knowledge Management -> Administration -> Environment.
- Check the ? box.
- Verify that the correct server is specified in the Search Server Name: drop-down box. If not, select the correct server from this drop-down box.
- Click the Full Re-index button.
