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
|
| 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
Service Catalog Request Record
Service Catalog requests are created and approved in the Service Manager Service Catalog module.
While IT Technicians are able to create Service Catalog requests using the Service Manager Windows or Web clients, business users can do so through a simple, easy-to-use web client.
At this point, a Service Catalog request record is created, and a unique number is displayed back to the requester.
In Service Manager, Service Catalog requests are stored as Service Desk interactions but processed in other Service Manager modules, such as Change or Request Fulfillment.
Service Catalog Description
The catalog manager can also:
- Define Service Options for a Service Catalog item (for example, specify the color or size of a selected item). The options selected can be configured to trigger a cost adjustment for the item ordered.
- Expose optional service levels.
- Limit user's access to Service Catalog items based on their assigned role.
Finally, the management user interface also allows catalog managers to duplicate existing Service Catalog items, thereby facilitating the creation of new Service Catalog items.
After a Service Catalog item is defined, its details can be exposed to end users browsing or requesting services on the corporate intranet. For example, an e-mail Service Catalog item may list available options, costs, and service levels.
Micro Focus Service Manager includes dozens of predefined Service Catalog items and bundles that span major categories. All the services can include Service Descriptions so the user making the request has clear information on what each service truly includes.
The Service Catalog is organized hierarchically. You can use the categories, subcategories, and items that are provided to structure the catalog. You also have the flexibility to modify, copy, and remove any of these to fit your needs. Any Service Manager business service owner and the service catalog manager in particular, can create or maintain a catalog using a simplified Service Manager interface and wizards to guide them in adding or changing service offerings. User can easily get products and services information from Service Catalog without needing to contact the service desk. Items in the Service Catalog can include an item picture, description, attachments, and purchasing options.
Types of catalog entries within categories and subcategories can include the following:
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A request for fulfillment activities without a related purchase of goods — for example: office move
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A purchase request with no related required fulfillment activities — for example: business cards
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A request for physical goods and associated fulfillment activities — for example: memory upgrade
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A bundle of multiple items, including multiple goods and fulfillment activities — for example: new employee setup
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Project or Request for Services — for example: application-hosting service
Request Matching
Micro Focus Service Manager can alert request fulfillment staff if an incoming request appears to be a duplicate of an existing request (same requester, same request type, same request timeframe, and so on).
Micro Focus Service Manager provides a smart indicator function, which provides information on related issues and gives users the ability to drill down to this data quickly to troubleshoot the issue. Smart indicators can be configured to show other interactions and incidents open and closed for the same user, incidents associated with the same service or incidents associated with the same configuration item (CI). Smart Indicators can also be configured to show known errors for a service, providing the ability to immediately communicate to the caller information related with the service.
As an example, after a user has submitted a service request, the request will be created first as an interaction. During this process, the smart indicator can be used to browse through other interactions while looking for associated service request with the same service recipient.
Meanwhile Service Manager provides other matching options. For example: In Incident Management Security Profile, customer can define how they want to check similar or duplicate Incidents. Then later if a user contacts service desk agent to report an Incident, agent can create a Service Desk interaction to collect information about the service request. Categorize the service request as an Incident, and then solve or escalate the request. When the service request results in an Incident system can automatically identify potentially matching Incidents.
Related topics
