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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Tailoring best practices
Making changes to a Service Request Catalog tailoring configuration can create problems. The best practice recommendation is to invest in a complete pre-production test cycle to be sure you have all the fields you need and that the names of these fields are meaningful to your user community. It is important to know that when these user fields are available and populated with information by users, if you make post-production changes to a tailoring configuration, there is an impact to existing requests.
| If I do this | This is the result |
|---|---|
| Add new fields to an existing configuration. | Existing requests will not display those fields when you check their status. |
| Remove any (or all) custom fields from an existing configuration and add new ones. |
Existing requests will not display the data associated with the deleted fields. The new fields will not appear in those requests. The collected data associated with the deleted fields exists in the Service Manager database, but cannot display in the Service Request Catalog user interface. Best practice: Do not remove a custom field once it is used in a production environment. |
| Add a new field that is mandatory. |
Existing requests will not display this field as long as there is no attempt to edit and resubmit a request. If the user resubmits the request, the new mandatory field appears and the user must supply any required information or form validation fails. Best practice: Set a default value for new mandatory fields. |
