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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Technical hints
This
The $G.CEOwnershipSM variable
The $G.CEOwnershipSM variable is proprietary for Case Exchange. This variable identifies whether the native system has ownership of a record.
If Process Designer is not implemented, this variable is set in the im.view.init process record, and used in the I/O (If RIO) field of the apm.edit.problem display screen record.
If Process Designer is implemented, this variable is set in the im.CEUpdate.init Rule Set, which is injected to the Incident workflow under Workflow Based Rule Sets > On display.
Functions used in rule conditions
The example condition configurations in this document call the following functions:
CaseExchangeExternalReferencesDAO.getExternalID: This function judges if the record is exchanged to the external system. If the record is exchanged to the external system, the following expression returns true:
jscall("CaseExchangeExternalReferencesDAO.getExternalID",number in $L.file) ~=""
CaseExchangeExternalReferencesDAO.isExternalActive: If a record is in an active Case Exchange life cycle, this function returns TRUE; otherwise, this function returns FALSE.
Time difference issue
In the Pull mechanism, date and time of the last Pull activity is the conclusive query filter to distinguish the new updates in the endpoint system, which will be retrieved in the next Pull activity.
Even the same time zone is applied for the integration, the time difference can occur between the two systems (for example, one system is one minute ahead of another system). Therefore, the system that initiates the Pull request must compensate the time difference between the two systems so that each Pull activity can retrieve the exact updates after the last Pull activity from the endpoint system.
To achieve this goal, you can configure the Time difference (s) setting in the integration instance.
Note For each Pull activity, the time for the query filter is the time in the Pulling From field plus the time (in seconds) defined in the Time difference (s) field.
