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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Search for a record by using Quick Search
Applies to User roles: All roles
The Quick Search feature in Service Manager provides a search line from which you can access single records. This enables you to enter the record ID and open the associated record directly, without having to navigate through menus.
To search for a record using the Quick Search search line, follow these steps:
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If you have access to the Service Manager command line, click the Command icon, and then click the Command/Search line toggle button to switch to the search line. If you have no command line access, a search line box is already available.
Note The Command/Search line toggle button is available in the web client only and is disabled by default. To activate this button, see Activate the command/search line toggle button.
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Type the record's prefix and ID in the search Line, and then press Enter.
For example, type IM10005 in the search line, and then press Enter. Record number IM10005 opens. However, if you type IM in the search line and then press Enter, no records are displayed because no ID is specified.
Note
- The default records prefixes that can be searched for include SD (interactions), C (change), IM (incidents), and CIs (configuration items). For more information about how to add a customized prefix for a record type, see Add a prefix for a record type.
- You can enable more record types that already have a prefix (such as Problem) searchable from the search line.
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If you try to search a record when the Command/Search line toggle button is set to the command line, the system displays the following message:
Unrecognized command. Reenter. - If you try to search for a table or a non-existent record in Service Manager when the Command/Search line toggle button is set to the search line, the system displays the following message:
No records found.
Configuring more record types for quick search
Out of the box, the search line only supports searches by record ID (with ID prefix) for the following record types : SD (interactions), C (change), IM (incidents), and CI (configuration items). You can enable more record types (for example, Problem records) for quick search.
To configure a record type for quick search, follow these steps:
- Log in to Service Manager as a system administrator.
- Type gl in the command line, and press Enter.
- In the List Name field, enter UniSearch Types.
- Click Search.
- Add the table of the record type and the record type prefix to the global list. For example, for Problem records, do the following:
- In the Value List field, add rootcause.
- In the Display List field, add PM.
Note Make sure the types and prefixes are within double quotation marks and separated by commas with no spaces between them. For example: {"incidents","cm3r","probsummary","request","rootcause"} and {"SD","C","IM","RF","PM"}.
- Click Save, and then click More > Rebuild Global List.
- Click OK.
- Click the toggle icon to switch the command line to the search line, and enter a problem record (such as PM10001), and then click the Search icon. The problem record is displayed.
Related topics
Search for a record by using Advanced Search
Search for content by using Smart Search
