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 |
|
Troubleshooting: Knowledge Management
This section provides some basic information about anticipating and correcting issues related to Knowledge Management. Some of these issues include:
- Difficulties displaying all of the buttons when a display screen uses a resolution setting of 1024x768
- Providing the correct path information for the search engine when it is installed on a separate server
Troubleshooting: Service Manager does not support true multilingual capabilities when using Microsoft SQL Server
To support true multilingual capabilities when you use Microsoft SQL Server, you can do the following based on your Service Manager version.
For Service Manager 9.40 and later
As of Service Manager 9.40, when you run the server configuration utility to load the Applications data, you can select the Unicode data type option to store characters from multiple languages on Microsoft SQL Server. In the Unicode mode, SQL Server uses the NVARCHAR data type, which is capable of storing characters from many different languages. This Unicode support for SQL Server is available only for new installations of the Service Manager 9.40 or later applications, but not available if you upgrade the applications from a version earlier than 9.40.
For Service Manger earlier than 9.40
If your applications are earlier than version 9.40 or are upgraded from a version earlier than 9.40, be aware that SQL Server does not offer a UTF-8 code page. Regular data types, such as VARCHAR, CHAR, or TEXT use single-byte code pages (such as, Windows 1252) or double-byte code pages (such as Shift-JIS), but they cannot hold characters out of multiple regions. SQL Server uses a specific collation per language and allows one collation per database. For example, if you set collation for Chinese, you cannot store Japanese characters in the database.
Note This is not a problem for Oracle database, since they use plain UTF-8.
If you have a requirement to store special characters from many different languages, you must use the Microsoft SQL Server data types NVARCHAR, NCHAR, or NTEXT instead of VARCHAR, CHAR, or TEXT. These data types use UTF-16 as a code page and, therefore, are capable of storing special characters from many different languages.
Example: Shift-JIS allows you to store English and Japanese characters, but not Cryllic or Portuguese characters. On the other hand, Microsoft Windows 1251 allows you to store Cryllic characters, but not Japanese. If you want to store characters from Japanese, English, and Cryllic languages, you must use the Microsoft SQL Server data types NVARCHAR, NCHAR, or NTEXT.
Caution Use these data types only for fields that need to be localized, not for fields that only use English characters, because these types of data take up twice as much storage space. In addition, Microsoft SQL Server has a limitation of 8060 bytes per row in a single table.
Troubleshooting: Problems viewing buttons
For some monitors, when the display screen is set to 1024x768 resolution, the toolbar buttons preview, approve internal, and submit for approval do not appear on the toolbar. Also, the buttons in the toolbar of the Contribute Document form do not fit properly on the toolbar. They overlap.
Workaround
On the affected forms, the drop-down option menu has the buttons available.
