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
|
| A combination of search types | ( ) parentheses |
|
Incident Management Landing Page
The landing page for Incident Management includes the following features that give you easier access to the incidents you are most interested in seeing.
Full text and integer search
Enables you to search for an incident based on its incident number, title, or description.
Event feed
Gives you visibility into the latest changes of interest that have been recently made to the incidents.
The triggers for including an event in a user's event feed include:
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Was assigned. Incidents that became assigned or owned by the user.
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Assigned to group. Incidents owned by user (but not assigned to the user) that had their assignment group changed.
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Changed priority. Incidents assigned to one of the user's groups that had their priority changed.
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Became candidate. Incidents assigned to one of the user's groups that became knowledge or problem candidates.
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Breached. Incidents assigned to one of the user's groups that had their SLT breached.
The following information is visible for each event:
- The Assignee, Owner, or Assignment group of the incident (depending on the event) – after the change.
- The trigger of the event type as described above.
- The Priority of the incident – after the change.
- The ID and Title of the incident – as a hyperlink to the full form of the incident to access all its details in the Incidents page.
- The time of the event (relative to current time).
Clicking an event row expands the row and displays a list of relevant incident properties that have changed as a result of the event.
Events are displayed in time descending order, most recent at the top. A maximum of 50 events are displayed at any time.
Direct widget links to favorite filters
The following filters can be accessed from the corresponding widgets on the landing page. When selected, these take you directly to the same favorite filters on the incidents page.
- Active incidents
- Owned by me
- Assigned to me
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Ready to assign
You can also click the New Incident widget to define a new incident. For more information, see How to create an incident record.
Related topics
