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
|
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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
Two or more words in the same topic |
|
|
| Either word in a topic |
|
|
| Topics that do not contain a specific word or phrase |
|
|
| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
- Smart Email
Smart Email actions in HTML templates
If a record is initially created from a user email (that is, the Source field is "5 - E-mail"), Service Manager uses the HTML templates that contain Smart Email actions.
The following Smart Email actions can be embedded in the HTML templates for different modules.
| Action button | Modules of the HTML templates that can embed the action buttons |
|---|---|
|
Interaction, Incident, Request, Problem |
|
Interaction |
|
Interaction, Incident, Request, Problem |
In the out-of-box system, the following Smart Email actions are not enabled for the Incident, Request, and Problem modules:
- "Add a Comment" and "Mark as Solved" actions when an incident, request, or problem is updated.
- "Accept" and "Reject" actions when the status of an incident, request, or problem is set as Resolved.
For the system to send out an email with these actions, you need to tailor your system and enable the feature manually. For instructions, see Enable Smart Email actions for incident, problem, and request.
Note
- If you use the HTML templates with action buttons, be sure to enable SmartEmail in SMIS. Otherwise, after users click an action button and reply the email, Service Manager cannot process the email so that the action will not take effect.
- When an end user clicks an action button from a mail client (such as Outlook, Gmail, and Office365), normally a new email window appears with the predefined information including email recipient, subject, and authentication token. However, some mail clients might fail to open the new email window or miss the token information in the mail body because these mail clients handle the mailto tag in their own ways. In this case, you need to use other mail clients such as Outlook.
- If an end user uses Gmail, the images such as the company logo in the SM HTML templates may not be displayed in the Gmail mail client.
Out-of-box HTML templates with action buttons
The following table lists the HTML templates that contain action buttons in the out-of-box system.
| Action button | Embedded in HTML template | Defined in ruleset | Defined in notification |
|---|---|---|---|
|
incident.open.for.smart.email |
incident.notification.open |
|
| sd.registered.for.smart.email |
sd.notification.registered sd.svc.notification.registered |
||
| sd.steamlined.open.for.smart.email |
sd.streamlined.notification.open |
||
|
sd.require.comment |
Activity Added | ||
|
sd.pending.approval |
Approval Added | |
|
cart.item.pending.approval |
Approval Added | ||
|
sd.fulfilled.with.action |
sd.notification.fullfilled.resolved |
Tip To access HTML templates, from the system navigator, click Tailoring > Notifications > HTML Templates, and then search for the templates.
Note If Service Manager Service Portal is set as the end user portal for Service Manager, some fields such as status, priority, impact, and severity on the HTML templates are not displayed in the email because these fields do not have corresponding fields on the Service Manager Service Portal interface.
