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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Operator templates
System Administrators can design operator templates for creating operator records for users that share common information and settings. For example, you can design one operator template for managers and another template for first-level Service Desk Agents. An operator template is an operator record containing all the common information that applies to operator records created from the template. Typically, this includes information such as:
- Application profile
- Default Company
- Date Information
- Time Limits
- User Session Information
- LDAP Information
- Security Groups
- Security Roles
To distinguish the operator template from a user's operator record, select the Template Operator option in the template. Users are not attached to templates and, therefore, cannot log in to Service Manager using an operator template.
When you have created the new operator template with all the desired settings, you can then create the operator records you need, based on that new template. When you create operator records, fill in the Template field with the name of the template from the operator template, and then all the information in the template will be applied to the new operator records.
Any changes you make to an operator template automatically apply to all operator records you created from the template. If you later decide to change a setting in the template, you modify the template, and then the setting will automatically be applied to all the operator records that use the template.
Related topics
Adding users
Checklist: Adding a new user
Controlling user access and security
Creating operator records
Defining named users
Operator passwords
Operator records
Operator templates
Create an operator record from an operator template
Create an operator template
Define the operator template applied to LDAP users
