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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- 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
Self-service
Self-service enables any user to connect with a Service Manager application to request a service, provide information, or track previous requests. Self-service users can also be granted approval capabilities that enable the user to approve change requests. Typically, this capability is given to high-level managers with a need to approve special requests who may otherwise have no need to use Service Manager on a regular basis.
The self-service feature provides a way for administrators to grant access to infrequent users, field personnel, or any other user outside of the IT organization without consuming a user license. These users need no special training or software. If users can connect to the Service Manager server using a supported browser, they can open incidents or make service requests.
Note Users that are logged in to the ESS client can only see records in which they are the service recipient, primary contact, or records for which they are an approver.
Related topics
Who uses self-service?
Self-service licenses
Self-service tailoring
Configuring the self-service working environment
Creating self-service users
Choosing a configuration item for self-service requests
Working with self-service requests
