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
|
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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
Two or more words in the same topic |
|
|
| Either word in a topic |
|
|
| Topics that do not contain a specific word or phrase |
|
|
| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
Incident notification rules
Service Management sends an email notification to designated users when a business rule triggers a notification event. The following table describes the event trigger, identifies the email recipient, and identifies the information contained in the notification. The default business rules define the recipients according to the user or group identified in the incident record, but an administrator must first do the following:
- Assign the appropriate Incident Management roles to the named users
- Populate groups with users who also have the appropriate roles to add, change, or update incidents
| Event | Recipients | Email contains this information |
|---|---|---|
| Assignment | Incident owner Service desk group |
Status, service, category, priority, description, last comment |
| Close | Incident owner Service desk group |
Status, service, category, priority, description, closure code, solution |
| Escalation | Incident owner Service desk group Assignee Assignment group |
Status, service, category, priority, description, last comment |
| Pending status | Incident owner Service desk group Requestor |
Status, service, category, priority, description, last comment |
| Resolution | Incident owner Service desk group Requestor |
Status, service, category, priority, description, solution |
| SLT breach (50%) | Incident owner Service desk group Requestor |
Status, service, category, priority, description, SLT name, SLT type, SLT target time |
| SLT breach (75%) | Incident owner Service desk group Requestor |
Status, service, category, priority, description, SLT name, SLT type, SLT target time |
| SLT breach (90%) | Incident owner Service desk group Requestor |
Status, service, category, priority, description, SLT name, SLT type, SLT target time |
| SLT breach (100%) | Incident owner Service desk group Requestor |
Status, service, category, priority, description, SLT name, SLT type, SLT target time |
For more information about customizing notification templates, see Notifications.
Related topics
