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

Administer > Application setup > ITIL Alignment > Notification and Escalation

Notification and Escalation

ITSMA Service Management provides alerts and escalations in the following ways:

Notifications

Service Management provides a broad and deep solution to deliver notifications to stakeholders whenever a record is opened, updated or closed. The notification engine allows administrators complete control over the following:
1. What notification vehicle and format to deliver
2. What conditions on which to send the notification
3. To whom the notification should be sent
Alerts

Modules include the ability to set criteria for the generation of alerts. For example, the administrator can set rules for three stages of alert and a deadline condition. When these targets are met, specified users receive alerts and notifications through the Service Management tool, email, etc.
Escalations

Business rules can be used to trigger automated escalations of records under various conditions. Examples include: should the status remain unchanged for too long; the record reassigned too often between assignment groups; or for other rules as defined. In addition, to document the violation of these rules the administrator can configure Service Management to act in certain ways should these rules be breached. For example, if a record remains in open state for too long, reassign it to the assigned user’s manager.
Service Level monitoring

Alerts and escalations can be triggered through evaluation of Service levels as defined in the Service Level Management module. This approach is used to set Service Level Objectives and Service Level Agreements with associated actions should service levels approach breach conditions. In this way, escalation is accomplished proactively to avoid breach rather than react to breach.

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