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 |
|
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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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- Tailoring
- Environment configuration
- Data management
- Form creation
- Links
- Display functions
- Advanced functions
- Web tier
- Editing Web client Key bindings
- Using the compact layout
- Setting web client preferences
- Branding the web client
- Web client forms
- Configuring color indicator
- Configure the behavior when you right-click in the web client
- Example: Running custom JavaScript from the Web client
- Example: Sending Web tier URLs through e-mail notifications
- Example: Notifying specified operators upon an incident update
- Generating Web tier URL queries
- Windows client
- Implementing version control for your tailoring
- Localization
Service Manager Web tier
The Service Manager Web tier is an optional component that allows users to connect to the Service Manager server through a Web browser. The Web tier requires a Web application server and a free communications port to install. For more installation information, see Install the Service Manager Web Tier.
When users connect to the Web tier they see the Web client, which offers several different interface views:
| Web client view | Description | URL to Web client view |
|---|---|---|
| Power user view | This Web client view most closely matches the Windows client and is intended for Service Desk technicians, managers, and administrators. This view can provide access to all licensed modules, such as Service Desk, Incident Management, Problem Management, Configuration Management, Change Management, Request Management, etc. | http://server_name:port_number/app_name/index.do |
| Accessible view | This Web client view is a modified version of the power user view with record list mode turned off, high contrast colors, and larger fonts. This view is intended for Service Desk technicians, managers, and administrators who need accessibility features. | http://server_name:port_number/app_name/accessible.do |
| Self-Service view | This Web client view provides a simplified Service Desk interface for users to create, view, and update service requests. This view is intended for end-users as an entry point to Service Desk. | http://server_name:port_number/app_name/ess.do |
| Accessible self-service view | This Web client view is a modified version of the self-service user view with high contrast colors and larger fonts. This view is intended for end-users who need accessibility features. | http://server_name:port_number/app_name/accessible_ess.do |
Administrators can configure the behavior of the Web tier and set Web client preferences from the web.xml file. In addition, administrators may customize the Web client interface by creating custom style sheets and images.
Note: Do not use the buttons (such as Refresh, Back, and Forward) on your browser toolbar or their keyboard shortcuts (such as Ctrl+R, Ctrl+Left, and Ctrl+Right) to perform Service Manager actions. Instead, use the buttons on the Service Manager interface, as described in List and detail toolbars.
