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 |
|---|---|---|
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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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Audit and logging
The Case Exchange framework provides different portals for administrators and users to view the Case Exchange activity log.
The Case Exchange framework tracks and records all transactions of exchanged request in the Service Manager Integration Suite (SMIS) task log. Administrators can access this log from SMIS.
When a Case Exchange integration instance is active and a Case Exchange task has occurred to an Incident record, users can view the Case Exchange section in the Incident record for the details of the Case Exchange information. The Case Exchange section contains the following information:
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Details.
Field name Description External Id The ID of the related record in the integrated system. External Status The status of the related record in the integrated system. Creation Time The time when the Incident record is created. Active This field indicates if Case Exchange is active for this record. Possible values of this field are
trueandfalse:true: The update in one of the systems can be exchanged to the other system.false: The update in one of the systems cannot be exchanged to the other system.Originator System The name of the integrated system where the record come from. Integration Name The name of the integration instance that transfers the record from the integrated system. -
Log.
Field name Description Date The date and time when the task occurs. The link on the date and time can direct you to the Task Log Details page, which displays the detailed information of that Case Exchange task. Status The status of the task. Message A short description of the task. Integration Name The name of the integration instance that carries out the task.
The task log gives a first indication about potential issues of an error but does not contain detailed error messages, you can find the detailed information in the standard Service Manager log file (sm.log).
