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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Error handling
Service Manager Integration Suite (SMIS) can automatically create a new Incident record for the error if all of the following conditions are met:
- The error handling feature is active in a Case Exchange integration instance.
- A Case Exchange task of this integration encounters an error.
- SMIS has performed the number of retries that is pre-defined, but still encounters error.
SMIS automatically set the following fields in the record according to the configuration in the integration instance:
- Title
- Assignment Group
- Impact
- Urgency
- Category
- Area
- Subarea
- Affected Service
The error handling feature works in the following manner:
- Case Exchange only creates one Incident record for each integration instance that has failed tasks.
- When the task fails for the first time, SMIS creates a new Incident record.
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When the task that has failed fails again, SMIS works in the following manner:
- If the record for the previous failure is closed, SMIS creates a new Incident record.
- If the record for the previous failure is not closed, SMIS does not create a new Incident record.
