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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Supported application upgrade paths
Service Manager 9.61 is available in two modes: Service Manager Codeless and Service Manager Hybrid.
Service Manager Codeless
As of version 9.40, Service Manager Codeless incorporates the Process Designer functionality that was previously available through content packs, together with further enhancements that are not available to users of Service Manager Classic. Primarily, this involves implementing Process Designer-based workflows for a number of modules, including Change Management, Service Desk, Incident Management, Problem Management, Request Fulfillment, Knowledge Management, and Service Level Management.
Note Process Designer is a graphical interface that enables you to develop the workflows that control the flow of a single record throughout its lifecycle within Service Manager, without being an expert in RAD programming.
Service Manager Codeless is available to customers who are installing Service Manager for the first time or who are upgrading from the following scenarios:
- A Service Manager 9.3x system that has Process Designer Content Pack 9.30.3 (PDCP4) applied
- A Service Manager 9.4x system (Codeless mode)
- A Service Manager 9.5x system (Codeless mode)
- A Service Manager 9.6x system (Codeless mode)
Service Manager Hybrid
Service Manager Hybrid is a mode of Service Manager in which Process Designer technology is fully implemented, yet that allows you to continue using legacy technology such as Format Control. Service Manager Hybrid eases the transition between Service Manager Classic and Service Manager Codeless by enabling you to continue to take advantage of your previous investments in legacy technology. This mode is available to customers who are upgrading from the following scenarios:
- A Service Manager 9.3x system without PDCP installed
- A Service Manager 9.3x system that has Process Designer Content Pack 9.30.2 (PDCP3) applied
- A Service Manager 9.4x system (Classic mode or Hybrid mode)
- A Service Manager 9.5x system (Hybrid mode)
- A Service Manager 9.5x system (Hybrid mode)
Important
Service Manager 9.61 does not support the following upgrades:
- Upgrade from SM9.3x with PDCP4 installed to SM9.61 Hybrid.
- Upgrade from SM9.4x Codeless to SM9.61 Hybrid.
- Upgrade from SM9.5x Codeless to SM9.61 Hybrid.
- Upgrade from SM9.6x Codeless to SM9.61 Hybrid.
Meanwhile, Service Manager 9.61 does not support the following direct upgrades:
- Direct upgrade from SC6.2/SM7.0x to SM9.61 Hybrid/Codeless.
- Direct upgrade from SM7.1x/SM9.2x to SM9.61 Hybrid/Codeless.
- Direct upgrade from SM9.3x without PDCP installed/SM9.3x with PDCP2 installed/SM9.3x with PDCP3 installed to SM9.61 Codeless.
- Direct upgrade from SM9.4x Classic to SM9.61 Codeless.
- Direct upgrade from SM9.4x Hybrid to SM9.61 Codeless.
- Direct upgrade from SM9.5x Hybrid to SM9.61 Codeless.
- Direct upgrade from SM9.6x Hybrid to SM9.61 Codeless.
After you upgraded to Service Manager 9.61 applications, refer to Service Manager Support Matrix for a list of supported databases. If your existing database is not supported, upgrade your database by following the instructions in your specific database documentation.
Upgrade to Service Manager9.61 Codeless
Recommended upgrade order from SM9.6x Codeless
- Install the Service Manager9.61 server.
- Install the Service Manager9.61 Windows and web clients.
- Upgrade to the Service Manager9.61 applications using Service Manager9.61 Applications Patch Manager.
- Install or upgrade other components.
Recommended upgrade order from SM9.5x Codeless/SM9.4x Codeless
- Install the Service Manager9.61 server.
- Install the Service Manager9.61 Windows and web clients.
- Upgrade to the Service Manager9.61 applications using Service Manager9.61 Upgrade Utility.
- Install or upgrade other components.
Recommended upgrade order from SM9.3x with Process Designer Content Pack 9.30.3 (PDCP4) installed
- Install the Service Manager9.61 server.
- Install the Service Manager9.61 Windows and web clients.
- Upgrade to the Service Manager9.61 applications using Service Manager9.61 Upgrade Utility.
- Install or upgrade other components.
Migration procedure from Service Manager9.61 Hybrid to 9.61 Codeless
Service Manager Hybrid has all the necessary prerequisites and can be migrated to Service Manager Codeless.
Upgrade to Service Manager9.61 Hybrid
Recommended upgrade order from SM9.4x Classic/SM9.3x without Process Designer Content Pack (PDCP) installed
- Install the Service Manager9.61 server.
- Install the Service Manager9.61 Windows and web clients.
- Upgrade to the Service Manager9.61 applications using Service Manager9.61 Upgrade Utility.
- Install or upgrade other components.
Recommended upgrade order from SM9.5x Hybrid/SM 9.41 Hybrid/SM9.3x with Process Designer Content Pack 9.30.2 (PDCP3) installed
- Install the Service Manager9.61 server.
- Install the Service Manager9.61 Windows and web clients.
- Upgrade to the Service Manager9.61 applications using Service Manager9.61 Upgrade Utility.
- Install or upgrade other components.
Recommended upgrade order from SM9.6x Hybrid
- Install the Service Manager9.61 server.
- Install the Service Manager9.61 Windows and web clients.
- Upgrade to the Service Manager9.61 applications using Service Manager9.61 Applications Patch Manager.
- Install or upgrade other components.
Note
- If your applications version is earlier than 9.31 and has Process Designer Content Pack content pack installed, you must firstly upgrade the applications to version 9.31 before you can further upgrade to Service Manager9.61 Hybrid.
- If your Service Manager system has Process Designer Content Pack 9.30.1 (PDCP2) installed, you must firstly upgrade to Process Designer Content Pack 9.30.2 (PDCP3) before you can further upgrade to Service Manager9.61 Hybrid. For more information about how to upgrade from PDCP2 to PDCP3, refer to AppPatchManager_CI.pdf in the release package of Process Designer Content Pack 9.30.2 at Process Designer Content Packs for Service Manager.
Recommended upgrade order from SM7.1x/9.2x
- Install the Service Manager9.61 server.
- Install the Service Manager9.61 Windows and web clients.
- Upgrade to the Service Manager 9.41 applications using Service Manager 9.41 Upgrade Utility.
- Upgrade to the Service Manager9.61 applications using Service Manager9.61 Upgrade Utility.
- Install or upgrade other components.
