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 workflows and user tasks

Incident Management workflows and user tasks

Incident Management enables you to categorize and track various types of incidents (such as service unavailability or performance issues and hardware or software failures), and ensures that incidents are resolved within agreed-on service level targets.

The incident workflow is a sequence of connected steps in the life cycle of an incident. In the workflow, an incident goes through several phases to complete the life cycle.

Incident Management workflow and its phases

Incident management workflow

The following tasks are associated with the Incident Management workflow:

Workflow Phase	User Tasks
Logging	Create a new incident from a user interaction Create New Incidents from Monitoring System Notifications Review and Update Incident Information Open an incident
Categorization	Reassign an Incident Assign an Incident
Investigation	Change Incident Status to Pending User Information Change Incident Status to Pending Vendor/Supplier Investigation Document an Existing Solution or Workaround in an Incident Escalate an incident Reassign an incident for additional support
Recovery	Test the Incident Resolution Change Incident Resolution Reassign Incident Resolution
Review	Reject an Incident Resolution Reject an Incident Resolution with an Associated Change or Service Request Close an Incident Close an Incident with an Associated Interaction or Event Handle complaints
Closure	None

Incident task workflow

Workflow phases can consist of one or multiple tasks to be completed to proceed to the next phase. You can use Incident Management tasks to categorize, investigate, resolve, or review an incident.

The following tasks are associated with incident tasks:

Incident Task Phase	User Tasks
Waiting	Create an incident task
Active	None
Review	Cancel an opened task for an incident record Close an opened task for an incident record
Closure	None
Cancelled	None

Note Incident Task can be created by clicking the Link New Task button at any Incident phases except the Logging and Closure phases. All the tasks must be closed before Incident closure.

You need to perform some minimum steps to resolve an out-of- box incident. The following example demonstrates these steps:

Phase:	User Actions:	Options
Logging	Enter a title in the Title field. Provide a description of the problem in the Description field. Click the Fill button and then select an appropriate value to specify the Primary Affected Service field. If necessary, set the Impact and Urgency fields. Click Save. If you want to link an existing incident record, select the incident in the solution candidates and then click Link Selected Record. Otherwise, click Continue to create a new incident.	This is the phase that is initiated when an end user Opens a New Problem (Incident Management > Create New Incident)
Categorization	Click the Fill button to specify the Subcategory. Select an appropriate subcategory. Select an appropriate area. Click the Fill button for the Assignment Group, and then select an appropriate assignment group. Click the Fill button for the Assignee, and then select an appropriate assign person. Set the Status field to Work In Progress. Click Save.
Investigation	Enter the Solution field in the Proposed Solution tab. Click Save.	From the Investigation Phase, you can also move to any of the following: Return to the Categorization Phase.
Recovery	Set the Status field to Resolved. Click Save.	From the Recovery Phase, you can also move to any of the following: Return to the Investigation Phase. Jump directly to the Closure Phase.
Review	Review the data entered for the Incident.	From the Review Phase, you can also move to any of the following: Return to the Investigation Phase.
Closure	Click Close Button. Select the appropriate Closure Code. Click Finish.

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