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The Database Manager utility provides a user access to data stored in any table. It allows the user to: Query records in the Service Manager database.

View records.
Add or modify records. Delete records.

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Records are displayed in the Database Manager through forms. Therefore, to use the Database Manager, the user must specify which form is to be used. Forms can be searched for by name by filling out the Form field, or the forms associated with a table can be listed by filling out the Table field. After entering the search criteria, the user presses the Search button to display the list of forms that match the criteria, and select the correct form. If only one form matches, that form is immediately displayed. Standard Mode: The user does not see all available options on the Options menu such as mass updates and regenerating keys. Security features in this mode prevent accidental damage to data records. Administration Mode: The user has access to all options in the Options menu. The Administration Mode check box is visible only when the SysAdmin capability word is defined in the users operator record. If the AlwaysAdmin capability word is defined in the users operator record, forms will open in Administration Mode whether or not the checkbox is checked.

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It will search the larger result set first, then merge in the smaller result set. Here, in the background, it will search both incident and location tables and then merge the results.

The result of the advanced find can be used for:

Multi-item updates Save the query as a view

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Advanced find allows the user to execute a query over multiple tables, for example search for all incidents where the manager of the assignment group is MAX.MANAGER
To configure the advanced find:

1. 2. 3. 4. 5. 6.

Access the Incident Search Screen, Select the Advanced Filter Tab. Click on Add New Filter Criteria, click on Use Multi Level Field Chooser , Select the field in the incident (Primary Assignment), Select the field in the assignment table to search against (Manager Name) Type the value to search for (MAX.MANAGER).

It will enter: Primary Assignment Manager equals MAX.MANAGER into the advanced filter conditions.
In the background, it will search both incident and assignment table and then merge the results.

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The Description values under the Defined Queries appear on the More Choices tab within the corresponding module.

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To navigate to Views: From the System Navigator, select System Administration > Base System Configuration > Miscellaneous and double-click on Views/Favorites.

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Default attributes: ID Type Status Description Target date Database Dictionary: Todo Table: TodoMap

Tailor / Configure To Do columns

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How do I create a System or Personal view? Use the following steps to create a System view: Click System Administration > Base System Configuration > Miscellaneous > Views/Favorites. Type the name of the new view, or click Search to select another view to use as a template. If using another view, select the name from a record list. In the Table field, select a related table name from the drop-down list.

In the Class field, select a related class type from the drop-down list.
In the View type field, select Table from the drop-down list. For Audience, select one or more of the following radio buttons: Selected Operator Selected Groups Selected Roles Everyone You can further filter your view in the Favorite definition dialog. Select the filter criteria from the drop-down lists. Click OK. Note: When you modify a Personal view or a System view, that view becomes your default view when you log on again. When you log out, your last view is the view that displays when you log back in.

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Templates are a feature from Service Desk that has been incorporated into Service Manager. Templates: allow users to quickly add default information into a record. CANNOT null a field within a form. can only enter literals.

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Select Menu Navigation>Service Desk>Register New Interaction in the Navigator. Enter the data elements that you want to include in the template. Select the Detail Options menu, and click Create Template.

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