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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Report duration chart properties
Service Manager provides duration functionality to count and display the duration information.
- The content in a shared standard report varies depending on the report viewer’s privilege. However, the content in a shared calculation or duration report only displays the data information based on the report owner's privilege. The reports which are calculated from the back end apply the same language as which the report owner defines in the My Preference settings.
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To process the report data, make sure that all the background schedule processes for reporting are started.
Here are the duration setting preferences for your reference.
Note Select Duration from the drop-down box next to the Type of chart field, and then you can see the duration properties.
| Fields | Description | ||||||
|---|---|---|---|---|---|---|---|
| Type of chart |
Shows the current chart type. You can change the chart type by selecting the chart type from the drop-down list. Note Report duration capability does not support the List or Pivot table types of report. |
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| Run in Frontend |
If this option is selected, the current duration report can be run immediately. When clicking the Refresh button on the Preview tab of a saved report, the system generates a preview of the current report at once. The related report running task will be removed from the background queue if it was run in backend before. We do not recommend to run a duration report frequently because this report type consumes considerable database resources. Note After you select Run in Frontend, both the Refresh Interval drop-down list and the Run Now button become unavailable. |
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| Refresh Interval | Specifies the interval at which a new report is generated according to your report configurations. | ||||||
| Run Now |
Click this button to send the current calculation report to the processing queue. This also enables the report to get the latest source data from the system. Note This button is only available for a saved report. |
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| Aggregator |
Shows the data aggregation method. For different chart types, the report calculation supports different aggregation types, including: sum, average, max, and min. |
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| Group By Field |
Shows the field that the records are grouped by in the report. For example, one report might show the number of Incidents by customer; another report might show the number of Incidents by priority. You can select multiple level fields by clicking the Multi Level Field icon. If you choose a field of date or time, you need to choose a calculator. Service Manager provides year, quarter, month, week, and date for datetime type field. Note You can specify up to five standard reports. To show the standard report data in the final report, select the check box before the standard data. |
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| Duration Start Field | Shows the duration start field used for calculation in the report. | ||||||
| Duration End Field | Shows the duration end field used for calculation in the report. | ||||||
| Duration Field | Shows the duration field displayed in the report. This option is only available when the Time Duration option is selected. In this situation, you just need to select the duration field directly and save the system from the duration calculation. | ||||||
| Duration Unit |
Shows the duration unit displayed in the report. Service Manager provides second, minute, hour, day, week, month, and year for Duration Unit field. Note For different time duration units, Service Manager sets diffferent unit calculation precision, as shown in the following table.
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| Duration Label | Shows the duration label for the report. The label is displayed as the legend in the report. | ||||||
| Query | Shows the query content for the current report. You can click the Query Builder to define the query to display desired information. You can also write a new query directly. For more information about how to edit a query, see Build the query strings and other related topics. | ||||||
| Test Query | Validates the query. A new message pops up to display the diagnostic information for this query string. |
