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 help hub

Incident Management help hub

ITSMA Service Management Incident Management can automate the reporting and tracking of a single incident or of a group of incidents, and help you to achieve service performance that meets Service Level Agreement (SLA), Operation Level Agreement (OLA), and Underpinning Contract (UC) targets.

User roles

Describes the ITIL user roles as implemented by SMA Service Management.

Key concepts

Describes the most important things that you need to know about how the Incident Management module functions.

Incident Management overview

What is an incident?

Alerts and escalation

Incident Details section

Assignment groups

Incident Management views

Additional resources

Processes and Best Practices Guide

User workflows

Describes the ITIL workflows as implemented by SMA Service Management and the sub tasks that end users must perform in order to execute the workflows.

Incident Logging

Incident Categorization

Incident Investigation

Incident Recovery

Incident Review

Incident Closure

Administrator tasks

Describes the Administrator tasks in the Incident Management module.

Configure the Incident Management environment

Configure Incident Management settings

Add an Incident Management assignment group

Update multiple incident records

Send Help Center feedback