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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Percentage of Emergency Changes
Description
The Percentage of Emergency Changes report breaks down all closed changes in a given time period by change type (emergency changes and other changes) and then by service type (Applications, E-mail/Webmail, Intranet/Internet, My Devices, Printing, Service Management, etc.). This report contains a graphical representation of the breakdown of changes using a pie chart. You can double-click any piece of the pie to display a detailed breakdown of that change type by service. This report organizes the information using groups and sub-groups to help users quickly view percentages and total counts by change type and service.
Customer Value
This report provides a quick view of emergency changes for a given time period. The emergency change procedure is used to repair a failure (logged as an urgent incident) that has a large negative impact on the business and therefore needs to be fixed as soon as possible, and there is no workaround available that can be used. The percentage of emergency changes compared to all the changes within an organization is a good indication for the quality of Change Management and the service delivered. A well structured and planned Change Management process should limit the number of emergency changes needed after implementation to restore the service availability.
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