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 |
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| 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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- Problem Management overview
- Problem Management implementation
- Proactive and reactive Problem Management
- Using mass update with record lists in Problem Management
- Incident Management relationship
- Change Management relationship
- Priority, impact, and urgency
- Problem Management users
- Problem Management phases
- Problem Management assignment groups
- Problem Management Macro List Editor
- Problem Management tables
- Problem Management link records
- Problem Management and Service Level Management
- Escalation and Notification
- Historical problem records
- Incident trending for problem identification
- Integration
- Known Error
- Problem record data model
- Problem prioritization
- Problem records creation
- Problem workarounds
- Logs of problem record updates
Incident Management relationship
Problem Management and incident Management are related. Incident Management must provide effective incident classification and tracking to provide good data for Problem Management analysis.
The Knowledge Base that Problem Management builds and maintains is a solution repository for new incidents. Matching incidents to problems and known errors is the first step in spotting trends. Subsequently, trend analysis helps you remove errors before they affect a large segment of users.
Interoperability
Service Manager has a built-in Interoperability feature that automatically populates related problem and incident records with updated information.
Interoperability enables two or more components to exchange information within Service Manager. Service Manager schedules transparent updates to a table or application to reflect changes in another table or application.
The automatic process begins when you update a record that has links to another record. For example, if a problem or known error record has associated incident and change records, an update to the change record should trigger automatic updates to the problem and incident records.
When the ioevents.schedule RAD application runs, it uses copies of the original record and the changed record, then selects the ioevents record with a matching table name. If the condition in the actions array is true, the application creates a schedule record with a list of actions to occur. When the ioevents.process RAD application runs, it processes the schedule record and the associated ioaction record with the update information.
These record updates are transparent in normal processing. Background schedulers make the changes without affecting the current client/server session performance. There is no intervention required by the user to ensure all updates post correctly.
The Interoperability feature uses these tables and applications.
| Component | Description | Table field | Content |
|---|---|---|---|
| ioevents table | Contains schedule records to trigger events listed in the ioactions table. | name | Action name. |
| description | A brief description. | ||
| javascript | The name of the JavaScript that runs when the action occurs. | ||
| ioactions table | Contains action or event records processed by the ioevents.schedule RAD routine. Each action record contains a JavaScript to complete the action. | filename | The table name that the event references. |
| actions | An array of structures with information about interoperability actions and conditions. | ||
| name | A field in the actions array of structures that contains the name of the interoperability action. | ||
| condition | A field in the actions array of structures containing the condition that triggers the action. | ||
| ioevents.schedule RAD routine | Processes the ioevents table at regular intervals to locate records with pending actions. If the event condition is true, ioevents.process processes the actions record in the ioactions table. | ||
| ioevents.process RAD routine | Processes the actions records in the ioactions table. | ||
| Interoperability Helpers (ScriptLibrary record) |
Contains JavaScript functions to create schedule records manually. |
Creating schedule records manually
There is a ScriptLibrary record named interoperabilityHelpers. This record contains JavaScript functions that enable you to create schedule records manually. When Service Manager calls these functions, they generate the same records that ioevents.schedule creates automatically. Administrators may find it necessary to schedule updates at another time if a record to be processed is locked and processing is delayed. You can use the scheduleAction(record,action) JavaScript function to create these schedule records manually.
Advanced Interoperability tailoring
Application developers can add scripts for new actions or tailor out-of-box scripts to run differently. In all custom applications, ensure that you refer to the ioaction table record as vars.$L_file.
