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 |
|
Create Custom JavaScript to Open Change or Incident Records
Service Manager uses the discoveryEvent JavaScript to create CI names and to set the values of required fields when opening change or incident records. Out-of-the-box, the script uses the following default values.
Default values to create a new CI
You can update the createCIName and populateNewCI functions to set the following CI values.
|
CI attribute |
Default value defined in discoveryEvent |
|---|---|
|
record.logical_name |
System generated ID number |
|
record.assignment |
AUTO |
|
record.istatus |
Installed |
|
record.os_name |
Value in record.operating_system |
Default values to create a new change
You can update the populateChange function to set the following change values.
|
CI attribute |
Default value defined in discoveryEvent |
|---|---|
|
change.category |
Unplanned Change |
|
change.reason |
Value in reason |
|
change.initial_impact |
3 |
|
change.severity |
3 |
|
change.coordinator |
Change.Coordinator |
|
change.requested_by |
discovery |
|
change.status |
initial |
Default values to create a new incident
You can update the populateIncident function to set the following incident values.
|
CI attribute |
Default value defined in discoveryEvent |
|---|---|
|
incident.category |
incident |
|
incident.subcategory |
hardware |
|
incident.product_type |
missing or stolen |
|
incident.assignment |
Hardware |
|
incident.initial_impact |
3 |
|
incident.severity |
3 |
|
incident.logical_name |
Value of id |
|
incident.site_cateogry |
C |
|
incident.contact_name |
ANALYST, INCIDENT |
|
incident.affected_item |
MyDevices |
