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 |
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| 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 |
|---|---|---|
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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
Calendars
The Service Manager calendar is an optional feature that enables the System Administrator to define custom work schedules for each group in the organization. These custom calendars determine when alerts and notifications occur for particular groups.
By default, Service Manager uses a calendar with a 24-hour work day and a 7-day work week to determine when alerts and notifications occur. In the default 24-hour, 7-day calendar, Service Manager sends alerts and notifications without regard to operator work shifts. For example, if an operator schedules a notification to occur in 6 hours, then Service Manager sends the notification after 6 hours have passed regardless of whether any operator is present to receive it. A notification scheduled at 5:00 p.m. in the default calendar arrives at 11:00 p.m. the same day.
Using a custom calendar, however, the same 6-hour delay occurs only during the defined work schedule. For example, a System Administrator can define an 8-hour work day lasting from 8:00 a.m. to 5:00 p.m., which includes a 1-hour break from 12:00 p.m. to 1:00 p.m. If an operator then schedules a notification to occur 6 hours after 5:00 p.m., the notification actually occurs at 3:00 p.m. the next work day, or 6 working hours after the notification start time.
System Administrators can create custom calendar records to use throughout Service Manager. The caldutyhours table contains custom calendar records that a System Administrator can assign to Service Manager activities:
- Change Management work schedule
- Change Management group definitions
- Incident Management assignment group definitions
- Incident Management deadline alert group definitions
- Request Management target order times
- Request Management target completion times
- Service Level Agreement service hours
- Service Level Agreement availability schedules
- Service Level Agreement response time schedules
- Service Desk on call times
- Vendor schedules
Related topics
Holiday records
On-call schedules
On-call schedule exceptions
Work schedules
Time zones
Create a holiday group
Master data records
Create an on-call schedule
