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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SM Survey upgrade
If you are upgrading from a Service Manager version earlier than 9.50, the SM Survey functionality needs an upgrade. The upgrade process is simple, whichever user portal you used: Employee Self-Service (ESS), or Service Request Catalog (SRC).
ESS user portal
After your SM application upgrade, do the following to upgrade SM Survey:
- Specify the ESS portal as the survey portal. For detailed steps, see SM Survey setup.
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Create a survey template with your original questionnaire.
SM Survey no longer requires you to tailor any forms for ESS surveys. You only need to recreate your original questionnaire by creating a survey template. Additionally, you have the option to create multiple survey questionnaires because SM Survey supports multiple survey templates. For detailed steps, see Create a survey template.
SRC user portal
After your SM application upgrade, do the following to upgrade SM Survey:
- Specify the SRC portal as the survey portal. For detailed steps, see SM Survey setup.
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Use the DEFAULT survey template for historic surveys.
The out-of-box survey template is named DEAFULT, which is defined as a default survey template in the Survey Settings form. During your application upgrade, the out-of-box questions are automatically removed from this survey template and your original survey questions are automatically linked to this template. That is, the DEFAULT survey template is automatically updated to match your original questionnaire.
Best practice: If you change the default survey template from DEFAULT to a new one, historic survey data in your system will switch to the new survey template. You are recommended to keep this setting unchanged to ensure data integrity. You can continue to use the DEFAULT survey template for new surveys or create new survey templates for them. This practice also works for rule-based surveys, for which you can use JavaScript to specify a particular survey template, instead of using the default one defined in the Survey Settings form.
Note The SRC Tailoring tool is no longer needed. Therefore, the System Administration > Tailoring > SRC Tailoring > Survey menu item is no longer available from the Service Manager System Navigator.
Related topics
