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.
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". |
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. |
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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- Notifications
- Default message classes
- Default notifications
- Add a message record
- Add a notification definition record
- Add a notification delivery method
- Create a custom notification
- Create a distribution group
- Send a notification using Format Control
- Notifications in Process Designer
- Sample notifications
- Example: Creating an email notification for change updates
- Configure email notifications for CI changes in reference modules
- Language for notification emails
Default notifications
By default, Service Manager includes the following notifications.
Notification record | Notification event |
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Activity Added | Adding an activity update with the "Visible to Customer" option selected |
ChM Change Close | Closing a change phase in Change Management |
ChM Change Open | Opening a change phase in Change Management |
ChM Change Update | Updating a change phase in Change Management or opening a phase that has been deferred |
ChM Task Close | Closing a task phase in Change Management |
ChM Task Open | Opening a task phase in Change Management |
ChM Task Update | Updating a task phase in Change Management or opening a deferred phase |
ChM Retract All | Reversing approval for all levels of a change phase in Change Management |
ChM Retract One | Reversing approval for one level of a change phase in Change Management |
Clone Relation | Copying associations of a cloned incident or service desk interaction record |
IM Action Alert | Updating the alert status of an incident in Incident Management |
IM Alert Reassign | Exceeding the reassignment limit for an incident in Incident Management |
IM Close | Closing an incident in Incident Management |
IM Edit Close Cascade | Closing an incident and its related service desk interaction records in Incident Management |
IM Edit Close Linked | Closing an incident but not its related service desk interaction records in Incident Management |
IM Open | Opening an incident in Incident Management |
IM Reopen | Reopening an incident in Incident Management |
IM Resolved | Resolving an incident in Incident Management |
IM Save Relation | Opening a related incident for a service desk interaction and linking the record to an existing incident |
IM Updated | Updating an incident in Incident Management |
RM Approval | Approving a request or order in Request Management |
RM Denial | Denying request or order in Request Management |
RM Final Approval | sent when the request is completely approved in Request Management |
RM Final Denial | Denying a request in Request Management |
RM Line Item Change Category | Manually changing the category of a line item in Request Management |
RM Line Item Close | Manually closing a line item in Request Management |
RM Line Item Drop Avail | Marking a line item as unavailable in Request Management |
RM Line Item Mark Avail | Marking a line item as available to order in Request Management |
RM Line Item Open | Opening a new line item in Request Management |
RM Line Item Reopen | Reopening a line item in Request Management |
RM Line Item Update | Updating a line item in Request Management |
RM Order Change Category | Manually changing the category of the order in Request Management |
RM Order Close | Closing an order in Request Management |
RM Order Open | Opening an order in Request Management |
RM Order Update | Updating an order in Request Management |
RM Request Change Category | Manually changing the request category in Request Management |
RM Request Close | Closing an request in Request Management |
RM Request Deferred | Deferring a request in Request Management |
RM Request Open | Opening a request in Request Management |
RM Request Open Next Phase | Moving a quote to the next phase in Request Management |
RM Request Phase Change | Manually changing the phase of the request in Request Management |
RM Request Reopen | Reopening a request in Request Management |
RM Request Update | Updating a request in Request Management |
Request Late Notice | Expired due date in Request Management |
Request Not Ordered | Too much elapsed time between the date that the first line item is ordered and moving to the ordering phase |
SM Add | Opening a service desk interaction record in an active state in Service Desk |
SM Close | Closing a service desk interaction record in Service Desk |
SM Save | Opening a service desk interaction record in an inactive state in Service Desk |
SM Update | Updating a service desk interaction record in Service Desk |
Save Association | Linking two associated records |
Save Relation | Opening a related record |
Related topics
Notifications
Add a message record
Add a notification delivery method
Create a custom notification
Create a distribution group
Create an on-call schedule
Send a notification using Format Control