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.
Search for | Example | Results |
---|---|---|
A single word | cat
|
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. |
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 |
|
|
Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
A combination of search types | ( ) parentheses |
|
- Service Manager Processes and Best Practices Guide
- Adding users
- Process Designer
- Controlling user access and security
- Calendars
- Clocks
- Self-service
- Views and favorites administration
- ITIL Alignment
Clocks
Clocks are background processes that track the duration of specific conditions in Service Manager. You can add a clock to track almost any event or condition. By default, Service Manager creates clocks only for the following conditions:
- When an incident record changes status (for example, when an incident record changes from Open to Pending status, or from Open to Closed status)
- When an operator edits an incident record and the System Administrator has enabled the Track Operator Times option (for example, when an operator edits an incident record to add details or a solution)
To track additional Service Manager conditions, you can manually start or stop a clock using the following tools:
- Format control utility
- Command line
- Macro
Clock example
The following example illustrates how Service Manager uses clocks to track the duration of each phase of an incident record. In this example, the clocks total.time and pending.time track the elapsed time that an incident record is open and pending, respectively.
Date and time | Current incident record phase | Status of clock total.time | Status of clock pending.time |
---|---|---|---|
July 1 1: 00 p.m. |
Open | clock starts Total 00: 00 |
Clock inactive |
July 2 4: 00 p.m. |
Pending | Clock stops Total 27: 00 |
Clock starts Total 00: 00 |
July 4 2: 00 p.m. |
Open | Clock restarts Total 27: 00 |
Clock stops Total 46: 00 |
July 4 2: 30 p.m. |
Closed | Clock stops Total 27: 30 |
Clock stopped Total 46: 00 |
Related topics
Add a clock to track incident record status changes
System quiesce: Login restrictions
Start or stop a clock from a macro