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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On-call schedules
On-call schedules help managers or administrators determine whether they have enough resources on call to cover all shifts for each day. The on-call schedule specifies who is to be notified, when, and the notification method. An administrator must complete the On Call Information form to identify individual operator or contact assignments before Service Manager can create an on-call schedule record.
At midnight, the problem background processor generates the on-call schedule for the next day. The background processor uses information in these tables to produce the on-call schedule for the next 24 hours:
- caldutyhours contains shift definition records.
- operator and contacts provide information about the operator.
- oncallsched defines on call assignments, notification methods, and time zone variations.
- tzfile defines time zones.
Time zones
The On Call Information form has a time zone field where you can note deviations from the server time zone for any operator. For example, consider this scenario:
- A European company has headquarters in London, where the corporate server is located.
- The company record specifies that Western European Time (WET) is the default time zone.
- Teresa Thompson is an employee, but she works remotely from California.
- Her manager notes that her Local Time in the on-call schedule form is Pacific Standard Time (PST).
- When her manager sends her to Chicago for two weeks of on-site customer support, the manager makes an entry in the Exception Time Zone field that temporarily changes her location to Central Standard Time (CST).
- When she returns to California, the manager removes this exception entry from the on-call schedule form before Service Manager generates the next day's record.
Related topics
