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 |
|---|---|---|
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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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Mobile Applications for Service Manager Process Designer
Multiple Mobile Applications forms are designed for Service Manager Codeless. Refer to the following table for detail.
| Module | Workflow | Phase | Display Option/Action/Transation | Forms for Mobile Applications |
|---|---|---|---|---|
| Change | Emergency | E-CAB Approval | Approve, Deny, Retract and Save |
chm.emergency.approval.mobile chm.subform.activity.mobile |
| Standard | Authorization CAB | Approve, Deny, Retract and Save | chm.standard.approval.mobile | |
| Normal |
T-CAB Approval D-CAB Approval |
Approve, Deny, Retract and Save | chm.normal.dcab.approval.mobile chm.normal.tcab.approval.mobile | |
| Change Proposal | Authorization CAB | Approve, Deny, Retract and Save | chm.proposal.tcab.approval.mobile | |
| Incident | Incident |
Categorization Investigation Review Recovery Closure |
Save and Close |
im.incident.categorization.mobile im.incident.investigation.mobile im.incident.recovery.mobile im.incident.review.mobile im.incident.closure.mobile im.incident.close.mobile |
| Interaction | Service Catalog |
Categorization Work In Progress Review Closure |
Approve, Deny, Retract, Update and Close |
sd.interaction.svc.categorization.mobile sd.interaction.svc.workinprogress.mobile sd.interaction.svc.review.mobile sd.interaction.svc.closure.mobile |
| Service Desk |
Categorization Work In Progress Review Closure |
Update, Close |
sd.interaction.categorization.mobile sd.interaction.closure.mobile sd.interaction.workinprogress.mobile sd.interaction.review.mobile sd.interaction.subform.detail.mobile |
|
| Streamlined Complaint or Compliment |
Open In Progress Close Canceled |
Update, Close |
sd.streamlined.detail.mobile sd.streamlined.closure.mobile |
|
| Streamlined Service Catalog |
Open Pending Approval Work In Progress Close Canceled |
Approve, Deny, Retract, Update and Close |
sd.streamlined.svc.detail.mobil sd.streamlined.svc.closure.mobile |
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| Streamlined Service Desk |
Open Work In Progress Close Canceled |
Update, Close |
sd.streamlined.itil.detail.mobil sd.streamlined.itil.closure.mobile |
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| Request | Request | Authorization | Approve, Deny | rm.request.authorization.mobile rm.request.fullfillment.subform.detail.mobile |
Note Being widely used in PD forms, the Dynamic View Dependencies (DVD) conditions for widgets are not supported by Mobile Applications. On Mobile Applications client, errors may occur when you are updating a record which uses PD forms with DVD conditions. The errors include blank title on the Related Records tab, some invisible fields in Service Manager become visible on Mobile Applications client, and so on. We recommend that you to use customized forms on Mobile Applications client and avoid the DVD conditions.
PD Change module
A typical usage of your Mobile Applications is to approve or deny a change on the smartphone regardless of the change's category. Based on the phases and workflows introduced by PD, a series of chm.*.mobile sample forms are designed for Mobile Applications to address the Emergercy, Standard, Normal changes and the Change Proposals. For Normal or Standard changes, or Emergency changes in a phase other than E-CAB Approval , you need to define your own forms. Otherwise, the original PD forms will be exposed on Mobile Applications client.
You need to move the created Emergency change to the E-CAB Approval phase in Service Manager before utilizing them on Mobile Applications client. For any Emergency change in the E-CAB Approval phase, Mobile Applications client displays Change Main, Updates, and Approval groups as corresponding tabs in the Detail view. You are able to approve, deny and update a change in this phase. In addition, you are also able to search for any approved or denied change by using global search and then retract the change.
PD Incident module
For a newly created incident in the Categorization phase, Incident Details, Categorization and Assignment, Major & Escalation, Activities, Proposed Solution and Related Records groups are displayed as corresponding tabs in the Detail view on Mobile Applications client. You are able to update the incident in this phase.
Change the incident's status to Work in Progress, the incident moves to the Investigation phase. You are able to update the incident in this phase.
After updating the proposed solutions and save the record, the incident moves to the Recovery phase. You are able to update and close the incident in this phase.
After changing the incident's status to Resolved, the incident moves to the Review phase. The Proposed Solution tab is renamed to Recovery Action and you are able to update and close the incident in this phase.
After closing the incident on Mobile Applications client, the incident moves to the Closure phase and all tabs become read-only.
PD Interaction module
If an interaction is ordered from the catalog or opened by Service Desk and includes pending request level approvals, it is read-only on Mobile Applications client before all approvals are approved. You are able to approve or deny the interaction in this phase. In addition, you are also able to search for any approved or denied interaction by using global search and then retract the interaction.
After approving all pending approvals, the interaction moves to the Work In Progress phase. You are able to update and withdraw the interaction in this phase.
After updating the proposed solutions and save the record, the interaction moves to the Review phase. You are able to update and close interaction in this phase.
After closing the interaction on Mobile Applications client, the interaction moves to the Closure phase and all tabs become read-only.
Note Streamlined Interaction is disabled by default in Service Manager. You need to manually enable it before accessing the interactions from the Mobile Applications client. After you adopted Streamlined Interaction, the workflow is slightly different after interaction approval. For more information, see Service Manager Help Center > Use > Service Desk.
