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 |
|---|---|---|
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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
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| A combination of search types | ( ) parentheses |
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Incident solution matching
When you create an incident, a list of potentially related incidents appears based on the pre-defined solution matching configuration. You can then select the matched records and update them directly. You can also run solution matching for an existing incident that is not closed. To do this, select the incident and then click More > Solution Matching from the Detail List toolbar.
In an out-of-box system, the following options are provided for Incident solution matching:
- Find an incident with a matching service or configuration item
- Find an incident with a matching related service or configuration item
- Find an incident with a matching title
- Find a known error with a matching service or configuration item
- Find a known error with a matching title
- Find a problem with a matching service or configuration item
- Find a problem with a matching title
To configure Incident solution matching options, navigate to Incident Management > Configuration > Solution Matching.
Note If you create an incident from Service Desk escalation or link to a new incident from the Related Records section, the above incident solution matching will be ignored.
We welcome your comments!
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