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 |
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| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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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 |
|---|---|---|
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Two or more words in the same topic |
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| Either word in a topic |
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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| A combination of search types | ( ) parentheses |
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Average Time to Diagnose Problems
Description
The Average Time to Diagnose Problems report breaks down all open problems in a given time period by priority ("1 - Critical", "2 - High", "3 - Average", "4 - Low") and then by service (Applications, E-mail/Webmail, Intranet/Internet, Printing, Service Management, etc.). This report contains a graphical representation of the breakdown of all open problems using a bar graph. You can double-click any bar to display a detailed breakdown of that priority by service. This report organizes the information using groups and sub-groups to help users quickly view percentages and total counts by priority and service of the open problems.
Customer Value
This report provides an insight into the average time to diagnose problems, pinpoint the root cause of incidents and to determine the resolution for a time period. The percentages and totals displayed in group headings indicate the focus of an organization on the Problem Management process and the extent in which problem analysts are equipped to do their job. A high percentage of the average turnaround time means that there is not enough focus on problem diagnosis. This information can be used by the Problem Manager to adjust the focus on problem diagnosis within different support groups and determine whether extra resources are needed.
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