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.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Management2017.11

Use > Incident Management > Incident Management overview > Creating an incident > Incident Details section

Incident Details section

Use the following information as a guide when you add data to an incident.

Field	Description
Title	A short description summarizing the incident.
Description	A description of the incident in more detail.
Incident ID	The system-generated unique ID for this incident.
Status	Displays the status of the incident. These statuses are available in the out-of-box: Categorize means the incident is being categorized. Assign meas the incident is assigned. Work In Progress means work is underway to resolve this incident. Pending customer means awaiting action from the customer who reported the incident. Pending Evidence means that you need evidence from the customer or vendor. Pending Vendor/Supplier means awaiting action from a vendor/supplier. Pending Parent Incident menas tThe incident has been linked to a parent incident and is waiting for the resolution of the parent incident. This status is automatically set when an incident is linked to a parent incident. Pending Other means that you need something from an outside source other than customer or vendor. Resolved means there is a resolution, but it has not yet been verified by the customer. Suspended means the customer has agreed to suspend the incident for a period of time; the incident does not appear in your Inbox during this period.
	The current phase of this incident.
Primary Affected Service	The service affected by the registered issue. Only services the service recipient has a subscription for can be selected.
Affected CI	The configuration item (CI) the incident is registered for. Using Fill shows the CIs that are part the affected service. Other CIs can be entered manually.
CI is operational (no outage)	If selected (set to true), indicates the item is currently operational and there is no outage.
Outage Start Time	A date/time stamp for when the service outage started.
Outage End Time	A date/time stamp for when the service outage ended.
Requested By	The name of the operator who opens the incident.
Contact Person	The contact person for this incident.
Location	The service recipient's location
Major Incident	When this option is selected, the incident requires the Major Incident Review process.
Escalated	Select this option to mark the incident for escalation. When this option is selected, the Escalation Team section appears.
Incident Manager	An incident manager need be specified when the Major Incident or Escalated option is selected.
Parent Incident	This option indicates if the incident is a parent incident. You can link one or multiple child incidents to a parent incident if they are related in a certain way.
Link to Parent Incident	The parent incident of the current incident. This field is unavailable when the Parent Incident option is selected.
Category	The out-of-box system has four incident categories: Incident, Complaint, Request for Administration, and Request for Information. When you escalate an interaction into an incident, the new incident inherits the category from the interaction.
Subcategory	The subcategory of the incident.
Area	Depending on the selection of a category, a different list appears describing the area of concern for the incident.
Assignment Group	The support group assigned to work on this incident.
Assignee	The name of the person assigned to work on this incident. This person is a member of the assigned support group.
Impact	The impact the incident has on the business. The impact and urgency are used to calculate the priority.
Urgency	The urgency indicates how pressing the incident is for the organization.
Priority	The order in which to address this incident in comparison to others.
Source	The source of the incident.
Expected Solution Time	The expected time when the incident is resolved.

Note: When you view an existing incident, shaded fields are not available for more input. Incident Management populates these fields from information stored in associated records. You can update the associated record to increase the amount of information in these read-only fields.

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