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 Access Control > Incident Escalation: Hierarchic Escalation

Incident escalation: Hierarchic escalation

HPE Service Manager has several ways of tracking the status of an incident and triggering notifications and escalations to avoid breaching KPIs for the process.

Alerts can be driven by the categorization of the Incident record. There are four stages of alert, stage 1 through stage 3 and deadline. Once an Incident has reached its deadline the Incident is considered breached. These alerts can be simple time-based, a percentage of the deadline (stage 1 escalates to the Incident owner and their manager after 25% of the deadline is reached, for example) or more complex rules can be set.

The reassignment threshold stops Incidents being passed between assignment groups too many times, thus wasting time and risking an SLA breach.

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