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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Update an Incident
When Service Manager owns an Incident record, you can directly make any update you want. The configuration of the Case Exchange integration determines if the update will be transferred to the endpoint.
When the endpoint system owns a record, the Incident record is read-only in Service Manager. However, you can still provide additional information to the record, and Case Exchange can transfer the information to the record in the endpoint system. To do this, follow these steps:
- Open the Incident record.
- Click Update.
- Choose an appropriate value in the Activity type field, provide the information in the Description field.
- Make sure the Take back control check box is not selected.
- Click Finish.
Case Exchange then transfers the information to the record in the endpoint. In Service Manager, you can view the information in the Journal Updates field under the Activities section.
