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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Support for allowing attachments with certain file extensions
Starting from Service Manager 9.50, a new attachment whitelist feature is supported for Service Manager clients (windows client, web client, and mobility client) and the clients that connect to RTE by web services. You can configure this attachment whitelist via Tailoring > Whitelist > Attachment Whitelist to allow only certain types of attachments to be submitted to Service Manager.
If the Service Manager clients retrieve an existing attachment whose extension is not in the whitelist or has no file extension, the attachment is appended with .UNSAFE when displayed in the Service Manager clients or the clients which connect to RTE by web services, so that the attachment is prevented from being automatically run on the user’s machine.
- Attachment whitelist defined via Tailoring > Whitelist > Attachment Whitelist takes effect only when the version of your Service Manager applications is no earlier than 9.50.
- If you set the value of denyattachwithoutext to 0, the approved attachments without file extensions are not appended with .UNSAFE when displayed in the clients which connect to RTE by web services.
To enable the Attachment Whitelist and define a list of allowed file extensions, follow these steps:
- Log on to Service Manager as a system administrator.
- Click Tailoring > Whitelist > Attachment Whitelist.
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Define the list based on your business needs. In the out-of-box system, the attachment whitelist includes the following file types, which are considered safe:
File Extension Description bmp bitmap jpg jpg image jpeg jpeg image png portable network graphic gif graphical interchange format file txt plain text file log log file unl Service Manager unload file csv comma separated values file eml e-mail message saved Note By default, the Enable Attachment Whitelist check box is selected. If you clear this check box, end-users can submit all types of attachments to Service Manager.
- Click Save and OK.
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Log out and then log on to the Service Manager client to make the customized attachment whitelist effective.
Additional protection
Beginning with Service Manager 9.50, to provide additional protection, Tika is used to analyze content by detecting and extracting metadata and text from attachments of various file types (such as PPT, XLS, and PDF). About formats from which Tika is able to extract metadata and textual content, see https://tika.apache.org/1.13/formats.html.
For file types that are not listed in https://tika.apache.org/1.13/formats.html, you need to configure both custom-mimetypes.xml files under the web tier and the server installation directories if you want Tika to extract metadata and textual content from such file types:
- For Service Manager web tier, go to <web tier installation path>\WEB-INF\classes\org\apache\tika\mime\custom-mimetypes.xml and configure as needed.
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For Service Manager server, do the following:
- Go to the <server installation path>\RUN\lib folder
- Locate and unzip the common-9.50.jar package.
- Go to org\apache\tika\mime\custom-mimetypes.xml and configure as needed.
- Compress the common-9.50 folder.
For more information, see https://tika.apache.org/1.13/parser_guide.html#Add_your_MIME-Type. By default, file type UNL is already configured in custom-mimetypes.xml.
Related topics
Startup parameter: denyattachwithoutext
