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 |
|
Mapping records created from an incident record
The following tables list those fields and associations whose contents are, by default, copied to a record created from an incident record.
Incident record to new incident model
| Incident record field |
|---|
| Assignee |
| Assignment group |
| Case exchange |
| Case exchange external operation |
| Category |
| Completion code |
| Description |
| First touch |
| Impact |
| Knowledge candidate |
| Location |
| Major incident team |
| Owner |
| Problem candidate |
| Service |
| Service desk group |
| Solution |
| Status |
| Title |
| Urgency |
Incident record to new incident template
| Incident record field |
|---|
| Assignee |
| Assignment group |
| Case exchange |
| Case exchange external operation |
| Category |
| Completion code |
| Description |
| First touch |
| Impact |
| Knowledge candidate |
| Location |
| Major incident team |
| Owner |
| Problem candidate |
| Service |
| Service desk group |
| Solution |
| Status |
| Title |
| Urgency |
Incident record to new incident record
| Incident record field |
|---|
| Category |
| Data domains |
| Description |
| Device affected by incident |
| Impact |
| Service |
| Solution |
| System element affected by incident |
| Title |
| Urgency |
Incident record to new change record
| Incident record field | Change record field |
|---|---|
| Category | Category |
| Data domains | Data domains |
| Description | Description |
| Device affected by incident | Device affected by change |
| Impact | Impact |
| Service | Service |
| Solution | Solution |
| System element affected by incident | System element affected by change |
| Title | Title |
| Urgency | Urgency |
Incident record to new problem record
| Incident record field | Problem record field |
|---|---|
| Category | Category |
| Data domains | Data domains |
| Description | Description |
| Device affected by incident | Device affected by problem |
| Impact | Impact |
| Service | Service |
| Solution | Workaround |
| System element affected by incident | System element affected by problem |
| Title | Title |
| Urgency | Urgency |
Incident record to new request record
| Incident record field | Request record field |
|---|---|
| Category | Category |
| Data domains | Data domains |
| Description | Description |
| Device affected by incident | Device affected by request |
| Impact | Impact |
| Service | Service |
| System element affected by incident | System element affected by request |
| Title | Title |
| Urgency | Urgency |
Incident record to new knowledge article record
| Incident record field | Article record field |
|---|---|
| Title | Title |
| Resolution | Article Content |
| Actual service.Containment | Service |
Incident record to new news article record
| Incident record field | Article record field |
|---|---|
| Title | Title |
| Description | Article Content |
| Actual service.Containment | Service |
| Incident create time | Event from |
| Expected resolution time | Event until |
Related topics
