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.
Search for | Example | Results |
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A single word | cat
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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 |
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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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Hot Topic Analytics for Incidents and Problems
Hot Topic Analytics in Problem Management use the advanced search and analytics capabilities in Service Management to enable you to view and analyze incidents, and to create problem records based on those incidents.
The hot topics map provides trend analysis so you can visually identify incidents that share common issues. The map in Problem Management includes all incidents in the system. It does not include any other record type. In the filter above the map, you cannot select any other record types as it defaults to Incidents, but you can select a service type as a secondary filter using the Add filter button .
You can drill down into the map and view the specific incidents related to an issue. The topics displayed in the image above are from the sample data and are displayed for you only if the sample data is deployed in your environment.
In the list of incidents on the right, you can select multiple incidents to create a problem based on those similar incidents. The fields in the created problem are populated by the information only from the first incident selected. All other incidents become the new problem's related links.
When navigating through the map, click the Clear button to go back to your previous view of the map. If you used the search field at the top of the page to view incidents, that search remains active until the search field is cleared. This is regardless of clicking the Clear button which applies only to navigating within the map.
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