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 |
|---|---|---|
|
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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- Request Management overview
- Pre-implementation planning
- Approvals in Request Management
- Categories
- Phases
- Quotes
- Orders
- Vendors
- Related records
- Printing lists and detail records in Request Management
- Business Rules and Workflows
- Demands Measuring
- Financial Approval
- Self-Help Requests
- Record Content
- Request Charges
- Request Escalation: Functional Escalation
- Request Escalation: Hierarchic Escalation
- Request integration
- Request Management Predefined Reports
- Service Request Record
- Request Access Control
Access and Control
User profiles control authorized users to create, modify, and close records. Request Fulfillment users are controlled by the Service Desk module self-service profiles for the requesting behaviors.
Also, service catalog configuration rights are controlled by capability words for accessing and edit control of Service Catalog records.
In this model, there is an “operator” control record for each user of the system. This record contains a column holding the specific “capability words” which allow or restrict functionality. The “service catalog” capability word allows or restricts request of catalog items. The “svcCatDeptRequester” and “svcCatEmployeeRequester” allow or restrict users from requesting items from the catalog for others. The “svcCatAdmin” capability word allows or restricts edit of the service Catalog items.
Fulfillment activities are controlled by the appropriate module where fulfillment will occur. The system provides options for Never, Always, and When Assigned. For example, one user may be able to create and close records but only modify records assigned to them. Access to functionality within each module is governed by Service Manager security utilities, which define access based on role and user.
Micro Focus Service Manager also provides a security control to segment data between multiple customers. “Mandantan” controls identify which customer data a particular user or group can access, update, or both.
Access to Services
The Service Catalog only displays the items that the logged-in user is allowed to order, whether the user browses or searches the catalog.
Access to a service catalog item is defined in the catalog item itself. In the Access tab in the catalog item details, the catalog administrator can list the roles that are allowed to order the item. A business user will be able to see a catalog item in the catalog and request it only if he or she has been granted one of the roles listed.
In addition, access to a catalog item can be restricted using access filters. It is then possible to restrict a catalog item to a specific department, or a specific business unit. The access filters are also defined as part of the catalog item definition.
