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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Self-service licenses
The number of licenses that are active depends on the number of users logged on who can access an application to add or update records. Self-service users who initiate service requests through an employee self-service (ess.do) portal do not consume a named or floating license for login, but may consume an application license. For example, if you have the ability to approve changes, whenever you log in to the ESS client, you consume a Change Management license. It does not matter if the only thing you do while logged in to the ESS client is submit a new interaction or check interaction status, you will consume a full Change Management license because you have the capability to approve a change. If you also have approval capability for Request Management, you will consume a Request Management license even when logged in to ESS. Self-service users can log on to an ess.do URL to perform certain activities (such as, searching the knowledgebase to find an answer or logging new interactions) without contacting the Service Desk.
Users with privileges to log on to Service Desk (or other Service Manager applications) are power users. They use a Windows client or a valid (non-ESS) Web client URL (index.do) and consume a named or floating license. They can add, update, or delete records.
You can review the sm.log file for messages that specify when a user consumes a license.
Note License utilization reports are included out-of-box in the Service Manager SM Reports module.
Related topics
License tracking
Named users
Named users for applications
Stathistory table
Determine the number of named users available
Make an individual operator a named user
Define named users for applications
Generate a user license report
View the stathistory table
License types
Profile fields for Change Management license tracking
Profile fields for Contract Management license tracking
Profile fields for Configuration Management license tracking
Profile fields for Incident Management license tracking
Profile fields for Problem Management license tracking
Profile fields for Request Management license tracking
Profile fields for Service Desk license tracking
