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
|
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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
Two or more words in the same topic |
|
|
| Either word in a topic |
|
|
| Topics that do not contain a specific word or phrase |
|
|
| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
Example Rule Sets
The following table provides example outbound rules that work in the out-of-box Service Manager system. You may modify these rules according to the workflow in your system.
|
Condition (RAD expression) |
Event |
|---|---|
|
assignment in $L.file="<external_assignment_group>" and sysmoduser in $L.file~="<smis_scheduler_name>" and jscall("CaseExchangeExternalReferencesDAO.getExternalID",number in $L.file)="" |
Create |
|
problem.status in $L.file= problem.status in $L.file.save and sysmoduser in $L.file~="<smis_scheduler_name>" and jscall("CaseExchangeExternalReferencesDAO.isExternalActive","probsummary",number in $L.file)=true |
Update |
| sysmoduser in $L.file="<smis_scheduler_name>" Note This rule is used to acknowledge the Update action. |
Update |
|
assignment in $L.file="<external_assignment_group>" and problem.status in $L.file~= problem.status in $L.file.save and resolution.code in $L.file#"Solved by" and sysmoduser in $L.file~="<smis_scheduler_name>" and jscall("CaseExchangeExternalReferencesDAO.isExternalActive","probsummary",number in $L.file)=true |
Resolve |
|
assignment in $L.file="<external_assignment_group>" and problem.status in $L.file~= problem.status in $L.file.save and resolution.code in $L.file="Request Rejected" and sysmoduser in $L.file~="<smis_scheduler_name>" and jscall("CaseExchangeExternalReferencesDAO.isExternalActive","probsummary",number in $L.file)=true |
Reject |
|
assignment in $L.file="<external_assignment_group>" and problem.status in $L.file~= problem.status in $L.file.save and resolution.code in $L.file="Withdrawn by User" and sysmoduser in $L.file~="<smis_scheduler_name>" and jscall("CaseExchangeExternalReferencesDAO.isExternalActive","probsummary",number in $L.file)=true |
Cancel |
For more information about the getExternalID and isExternalActive functions, see Functions used in rule conditions.
