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.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Manager9.41

Use > Incident Management > Incident Management overview > Incident record data model > Incident Data Model: Priority

Incident data model: Priority

The Incident record form includes fields to capture impact, urgency, and priority. HPE Service Manager automatically derives the priority code based on the impact and urgency codes, but this mechanism can be manually overridden.

Service Manager automatically assigns urgency based on the Category of a record. However, system administrators can define additional rules for assignment based on any parameter, such as the CI that is the subject of the record, the caller who is the subject of the record, an SLA associated with the record, and so on.

An Incident record has the following impact and urgency codes.

Impact codes:

1 - Enterprise
2 - Site/Dept
3 - Multiple Users
4 - User

Urgency and priority codes:

1 - Critical
2 - High
3 - Average
4 - Low

Send Help Center feedback