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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Test and troubleshoot the integration
Once you have finished the above configurations in the two Service Manager systems, you can test the Case Exchange integration. The following procedure is an example that you can follow to test the basic functions of the integration:
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In System 2, create a new Incident record. This Incident record must be able to trigger the outbound rule that is configured in System 2. See Create and invoke outbound rules.
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The Incident record should be exchanged to System 1.
- In System 1, update the Incident record so that the update can trigger the outbound rule that is configured in System 1. See Create and invoke outbound rules.
- The update to the Incident record should be exchanged to System 2.
If all the above steps are successful, the integration between the two systems is properly configured.
If any of the above steps is unsuccessful, the following checklist can help you to troubleshoot possible problems.
| Symptoms | Checklist |
|---|---|
| In step 2, the Incident record does not appear in System 1. |
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| In step 4, the update in System 1 cannot be exchanged to System 2. |
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For additional tips about how to troubleshoot the Case Exchange integration, see Troubleshooting tips.
