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 |
|---|---|---|
|
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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How to create an incident template
There are two methods to create an incident template. Choose the one that works best for your organization.
Method 1: create a template from an existing record.
Service Management does not copy the following information from an existing record into a new template:
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Reported by
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Date fields
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Priority
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Models
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Related records
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Discussions
To add a template based on an existing record:
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From the main menu, select Run > Incident > Incidents. Service Management displays a list of all incidents.
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Select the record that you want to use as the template.
Click the record identifier in the ID column to display the selected record.
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Click More > Create template from record. Service Management displays the new template form with the values copied from the original incident.
Method 2: create a new template.
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From the main menu, select Run > Incident > Templates. Service Management displays a list of all template records.
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Click New. Service Management displays the New incident template form.
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Complete the Template details section.
Field Description Title A title for the template. You may use a maximum of 30 characters for the title.
Best practice: Choose a meaningful, descriptive, and relatively short title. Titles are often the only identification used in selection lists and in other areas to identify component.
Type This field is auto-completed with the template type: change, incident, or problem. Description A description that captures the details of the template. Provide enough information to help future users understand the purpose of the template. -
Choose the values that you want to populate fields found in these sections:
- Incident details
- Classification
- Assignment
- Resolution
- Click Save.
Related topics
