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.
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". |
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. |
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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Outbound trigger rules
One of the core functions of Case Exchange is automated data exchange between Service Manager and integrated systems. For example, Case Exchange can automate the following activities:
- Opening records
- Exchanging record updates between Service Manager and integrated systems
- Tracking the status of related records in Service Manager and in integrated systems
Service Manager has a dedicated rule type in Rule Sets that can trigger Case Exchange between Service Manager and integrated systems. Use one of the following methods to invoke a Rule Set:
- If Process Designer is implemented in Service Manager, invoke the Rule Set from workflows.
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If Process Designer is not implemented in Service Manager, you must create a trigger and add the following API in the trigger's script:
lib.CaseExchange_RuleExecute.executeSingleRuleSet(record,oldrecord,RuleSetID)
For more information about how to invoke a Rule Set, see the following section:
Invoke Case Exchange Rule Sets
Related topics
Create a workflow
Add a phase
Create a rule set
Invoke Rule Sets from workflows
Invoke Rule Sets from triggers