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 user roles > Incident Analyst

Incident Analyst

The Incident Analyst user role has the following responsibilities:

Review and accept or reject assigned incidents.
Investigate and diagnose the incident.
Document incident resolution or workaround in the Service Management application.
Implement incident resolution.
Verify that the incident is resolved and close the incident.

To execute this role, the Incident Analyst can perform the following tasks.

Note For an overview of how these tasks fit in the Incident Management workflow, see Incident Management workflows and user tasks.

ITIL Workflows	User Tasks
Incident Assignment (SO2.2)	Reassign an Incident
Incident Investigation and Diagnosis (SO2.3)	Change Incident Status to Pending User Information Change Incident Status to Pending Vendor Investigation Document an Existing Solution or Workaround in an Incident Reject an Incident Handle User Requests for Information
Incident Resolution and Recovery (SO2.4)	Test the Incident Resolution Change Incident Resolution Reassign Incident Resolution
Incident Closure (SO2.5)	Close an Incident Close an Incident with an Associated Interaction or Event Reject an Incident Resolution Reject an Incident Resolution with an Associated Change or Service Request