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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Configuring ovictex.properties
File <SMSSMEX_installDir>/config/ovictex.properties must specify the local helpdesk installation. The file comments describe how to do this.
Caution To configure the passwords, use command line application <SMSSMEX_installDir>/bin/encryptPasswords.bat|sh (do not enter the password directly in the file; passwords are stored in encrypted format). There are several sensitive fields that must be encrypted. These fields are discussed below. For more information about using encryptPasswords.bat|sh, see Tools.
The following parameters must be configured:
- Service Manager web service endpoint
-
To connect to a Service Manager:
sc.webservice.endpoint = http://<ServiceManager host>:<Port>/sc62server/PWS
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To connect to a ServiceCenter:
sc.webservice.endpoint = http://<ServiceCenter host>:<Port>/sc62server/ws
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The following are required parameters:
sc.user=<web service endpoint access user name>sc.password=<encrypted password>Note
sc.passwordmust be filled byencryptPasswords.bat|sh. SMSSMEX supports SSL connections to Service Manager, but the parameter values are different than above and additional parameters must be set (see Security between SAP Solution Manager and Tomcat). -
SMSSMEX database configuration information:
ovictex.db.type= <oracle | sqlserver> ovictex.db.host=<database server address> ovictex.db.port=<database server port number> ovictex.db.instance=<sqlserver database server instance> ovictex.db.name=<database name or oracle DB SID> ovictex.db.user=<database user name> ovictex.db.password=<database password>
Note
ovictex.propertiescontains examples.ovictex.db.passwordmust be filled byencryptPasswords.bat|sh. -
One or more External Helpdesk instance names.
- Parameters are
exthd.instances.id.<number>, where<number>is a number {1,…,n}. - First number must be 1 and each number must be greater than the previous.
ExtHdInstanceNamedifferentiates multiple External Helpdesks and is the name of the subfolder in <SMSSMEX_installDir>/config and the ExtHd configuration file.
- Parameters are
- Incident category in Service Manager.
- Property
ovhd.incident.informationlog.entry.separatorshould be configured to a unique value that is not contained in messages exchanged between Helpdesks. By default it is configured to “----”. Service Manager must be configured to use this separator to append information to the Journal. If this separator is contained in a message then duplicate information could be sent to the external Helpdesk (no data is lost).
