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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- Change Management overview
- What are changes?
- When should I use Change Management instead of Request Management?
- Change categorization
- Hover-over forms for change records
- Managing approvals in Change Management
- Message Group Definition record
- Default change categories
- Managing Change Management messages
- Managing events
- Managing alerts
- Change workflows
- Assessment capability
- Change prioritization
- Change scheduling
- Change records and CIs
- Change notification and escalation
- Change Management Audit trail
- What are notifications?
- Change archival
- Change Access Control
- Management reports generation
- Change Management Audit trail
- Release Management
Prioritization
The Change form includes fields to capture the impact and urgency of the RFC. These fields can be set as part of the Change Model using the Templates feature. The fields can also be populated based on the Service or CI that is identified for the Change. Service Manager automatically calculates priority based on impact and urgency. The lists of values used for impact, urgency, and priority along with the calculation used to determine priority can be modified by the customer.
Impact codes include:
- 1 – Enterprise
- 2 – Site/Department
- 3 – Multiple Users
- 4 – User
Urgency and Priority codes include:
- 1 - Critical
- 2 - High
- 3 - Average
- 4 – Low
Closure phase
The Change workflows provided in Service Manager contain a Closure phase that indicates that the Change is closed. In the workflow viewer this phase is with a solid gray background so it is visually evident that Changes in this phase are not active.
Closure codes are captured in the Post Implementation Review phase and can be configured by the customer.
Post implementation review
Service Manager Change workflows contain a Post Implementation Review phase that supports notifying the person responsible for the review and capturing the details of the review when it is performed.
Back-out plans
Service Manager provides an out-of-box field that can be used to record the
The
