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 administrator tasks > Close an incident in two steps

Close an incident in two steps

Applies to User Roles:

System Administrator

Legacy Service Manager customers who did not activate Service Desk used a two-step incident close, because their Service Desk application was not included. To close an incident in two steps, they needed to finish the following tasks.

Task 1: Configure a two-step close process for incidents

Click System Administration > Ongoing Maintenance > Environment Records > Incident Management Environment.
Select Use Resolved Status?
Click Save.
Click OK.

Task 2: Configure an Incident Management profile

An Incident Management profile must have both the Close and Inactivate capabilities enabled in order for the two-step closure process to be available for operators to use to close an incident.

Click System Administration > Ongoing Maintenance > Profiles > Incident Management Profiles.
Use search or advanced search to find one or more records.
Select the profile to update.
Select the Close check box to enable the operator to close or resolve incidents.
Select the Inactivate check box to enable the operator to close a incident with status of Resolved.
Optionally you can select the Mass inactivate check box. This enables you to close all the incidents with status of Resolved from the list instead of having to close one by one manually.
Click Save.
Click OK.

Note: Whenever a profile is updated, operators with the modified profile must log out and then log back in for the changes to be available.

Task 3: Resolve the incident

A technician sets the incident status as Resolved when work on the incident is complete.
Note: The record is resolved, but not closed yet.

Task 4: Deactivate the incident

An operator contacts the user and confirms the resolution. The operator then finishes closing the incident and the incident is inactivated.

Notes:

In a search, resolved records appear as active records (flag=true) because they require further processing.
Incident Management does not process alerts for resolved or inactivate records.
The option to resolve records is available for any record that is not closed.
You can close (inactivate) resolved records. However, you can also close any record directly from the initial incident form.
You can reopen both resolved and closed records.

The Use Resolved Status? field in the environment record activates the two-step closure procedure. You must also enable the appropriate users to perform each step.

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