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 > Status and notifications > Alerts > View the To-Do alerts

View the To-Do alerts

If the administrator has set To-Do alerts for you, the To-Do Alerts floating window appears on the top immediately after you log in. To view all the To-Do alerts in a Service Management session, click the alerts icon to open the To-Do Alerts window.

The language of To-Do alert list refers to the operator's preferred language (the Language settings in the operator record). However, the login language is also referred when the operator logs in to the system. If the login language and operator's language setting are not the same value, there might be two different languages displayed in the To-Do alert list.
The To-Do alerts feature is disabled for the users who log in to Service Management ESS portal.

Field

Description

Alert category

Displays the alert group for the current To-Do alert. The To-Do Alerts window displays four alert groups.

Alert group	Description
Approval	Lists the tickets that are pending on the approval of the current operator for more than 1 day.
Reminder	Lists the high priority (1 or 2) In Progress tickets which are not updated for 6 hours.
Follow Up	Lists the tickets which are pending for customer actions for more than 1 day.
SLT	Lists the tickets whose SLT will breach within 30 minutes.

Record ID

Click the record ID to open this record in the main window. You can check the record details and perform required actions without closing the To-Do Alerts window.

Note When you click the record ID link in a non-Approval alert, the alert that you selected and all other non-Approval alerts linked to the same record are automatically acknowledged and removed from the alert window.

Acknowledge

Click this button to acknowledge this alert, which removes this alert from the alert window. If there are more alerts than the maximum number set by the administrator, a new alert in the system will be added to the bottom of the list.

Note Once the alert is acknowledged, the Ack flag is marked as true in the corresponding record of TodoAlertList table.

Display

Shows the number of the alerts displayed in the list.

Total

Shows the number of total alerts in the system.

Click this button to close the To-Do Alerts floating window.

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