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    • Deployment architecture
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    • Download the Service Manager installation packages
    • Prepare your RDBMS
    • Install the Service Manager Server
    • Install the Service Manager web tier
    • Install the Service Manager Windows Client
    • Install language packs
    • Install and set up Service Portal
    • Install Service Request Catalog (SRC)
    • Install the Mobile Applications client
    • Install and configure Smart Analytics
    • Install and configure the Solr Search Engine
    • Install Service Manager Collaboration
    • Set up a replicated reporting database
    • Set up legacy integrations
    • Install the Identity Manager (IdM) service
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    • Upgrade the applications from version 9.60
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    • Service Manager integration methods and tools
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    • SAP Solution Manager
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    • Micro Focus Operations Manager i (OMi)
    • Computer Telephony Integration (CTI) with the Web client
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  • Administer
    • Configuring installation and setup options
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  • Troubleshoot
    • Troubleshooting: Server startup
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    • Troubleshooting: Knowledge Management
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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.

ClosedWords and Phrases
Search for Example Results
A single word cat Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".

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.
ClosedUsing Boolean Operators
Search for Operator Example

Two or more words in the same topic

AND and

+ (plus symbol)

& (ampersand)

cat AND dog

"cat food"+milk

"cat food"&"dog food"

Either word in a topic

OR or

| (pipe)

cat OR dog

cat | dog

Topics that do not contain a specific word or phrase

NOT not

! (exclamation point)

NOT cat

! dog

Topics that contain one string and do not contain another ^ (caret) cat ^ mouse
A combination of search types ( ) parentheses

cat + (dog | mouse)

cat | dog + (! mouse)

Service Manager
  • Smart Analytics
    • User tasks
      • Use Smart Search as a general search tool
      • Use Smart Search to find a solution
      • Use adaptive learning in Smart Search
      • Create a Smart Ticket in ESS
      • Create a Smart Ticket in SRC
      • Create a Smart Ticket in Mobility client
      • Create a Smart Ticket in Service Manager Service Portal
      • Create a SmartTicket in power user view
      • Use Hot Topic Analytics to create an incident, problem, change, or interaction
      • Use Hot Topic Analytics to create a KM article
      • Use Hot Topic Analytics to set incident parent
      • Access Hot Topic Analytics from SM reports
      • Add stop phrases for Hot Topic Analytics
Use > Smart Analytics > User tasks

User tasks

This section includes some typical user tasks after implementing the Smart Analytics:

Use Smart Search as a general search tool

Use Smart Search to find a solution

Use adaptive learning in Smart Search

Create a Smart Ticket in ESS

Create a Smart Ticket in SRC

Create a Smart Ticket in Mobility client

Create a Smart Ticket in Service Manager Service Portal

Create a SmartTicket in power user view

Use Hot Topic Analytics to create an incident, problem, change, or interaction

Use Hot Topic Analytics to create a KM article

Use Hot Topic Analytics to set incident parent

Access Hot Topic Analytics from SM reports

Add stop phrases for Hot Topic Analytics

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