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.
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". |
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 |
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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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Application profiles: Incident Management
The default application profiles for Incident Management contain the following values.
Security
Name | DEFAULT | configuration auditor | incident analyst | incident coordinator | incident manager | initiator | operator | problem manager/coord | service desk agent | service desk manager | service tech | sysadmin |
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New | FALSE | TRUE | FALSE | TRUE | TRUE | TRUE | TRUE | FALSE | TRUE | TRUE | TRUE | TRUE |
Close | FALSE | FALSE | TRUE | TRUE | TRUE | FALSE | TRUE | FALSE | TRUE | TRUE | TRUE | TRUE |
Update | Never | Never | When assigned | Always | Always | Never | When assigned | Always | Always | Always | Always | Always |
View | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE |
Inactivate | FALSE | FALSE | TRUE | TRUE | TRUE | FALSE | TRUE | FALSE | TRUE | TRUE | FALSE | TRUE |
Mass Inactivate | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | TRUE |
Log | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE |
Reopen | FALSE | FALSE | FALSE | TRUE | TRUE | FALSE | FALSE | FALSE | TRUE | TRUE | TRUE | TRUE |
Update when closed | FALSE | FALSE | FALSE | FALSE | TRUE | FALSE | FALSE | TRUE | FALSE | FALSE | FALSE | FALSE |
Allowed statuses | ||||||||||||
Advanced Search | TRUE | TRUE | TRUE | TRUE | TRUE | FALSE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE |
Allow inefficient query | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE |
Skip query warning | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE |
Can create personal views | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE |
Can create system views | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | TRUE |
Can notify | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE |
Lock on display | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE |
Alternate views | TRUE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE |
Can suspend | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | TRUE |
Can unsuspend | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | TRUE |
Mark problem candidate | FALSE | FALSE | TRUE | TRUE | TRUE | FALSE | TRUE | FALSE | FALSE | FALSE | FALSE | FALSE |
Search for duplicates | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE |
Change category | FALSE | FALSE | FALSE | FALSE | TRUE | TRUE | FALSE | FALSE | FALSE | FALSE | FALSE | TRUE |
Notes | FALSE | FALSE | FALSE | FALSE | FALSE | TRUE | FALSE | FALSE | FALSE | FALSE | FALSE | TRUE |
Override | FALSE | FALSE | FALSE | FALSE | FALSE | TRUE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE |
Can use callback list | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE |
Modify Template | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | TRUE |
Template Mass Update | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | TRUE |
Complex Mass Update | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | TRUE |
Mass Close | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | TRUE |
Forms
Name | DEFAULT | configuration auditor | incident analyst | incident coordinator | incident manager | initiator | operator | problem manager/coord | service desk agent | service desk manager | service tech | sysadmin |
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Default category | ||||||||||||
QBE format | ||||||||||||
Search format | apm.search.probsummary | apm.search.probsummary | apm.search.probsummary | apm.search.probsummary | apm.search.probsummary | apm.search.probsummary | apm.search.probsummary | apm.search.probsummary | apm.search.probsummary | apm.search.probsummary | apm.search.probsummary | apm.search.probsummary |
Manage format | sc.manage.problem | sc.manage.problem | sc.manage.problem | sc.manage.problem | sc.manage.problem | sc.manage.problem | sc.manage.problem | sc.manage.problem | sc.manage.problem | sc.manage.problem | sc.manage.problem | sc.manage.problem |
Initial view | Open Incidents Assigned To Me | Open Incidents Assigned To Me | Open Incidents Assigned To Me | Open Incidents Assigned To Me | Open Incidents Assigned To Me | Open Incidents Assigned To Me | Open Incidents Assigned To Me | Open Incidents Assigned To Me | Open Incidents Assigned To Me | Open Incidents Assigned To Me | Open Incidents Assigned To Me | All Open Incidents |
Initial format | ||||||||||||
Initial script | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE |
Resolution script | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE |
Auto-notify format | ||||||||||||
View format | IM.browse | IM.browse | IM.browse | IM.browse | IM.browse | IM.browse | IM.browse | IM.browse | IM.browse | IM.browse | IM.browse | IM.browse |
Incident macro mail format | ||||||||||||
Default template | FALSE | TRUE | ||||||||||
New thread: View -- Search | ||||||||||||
New thread: Search -- List | ||||||||||||
New thread: List -- Edit | ||||||||||||
New thread: View -- Edit | ||||||||||||
Assignment groups | ||||||||||||
Authorized categories |
Incident matching options
Name | DEFAULT | configuration auditor | incident analyst | incident coordinator | incident manager | initiator | operator | problem manager/coord | service desk agent | service desk manager | service tech | sysadmin |
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Check similar problems | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE |
Check similar incidents | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE |
Check incident duplicates on configuration items | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE | TRUE |
Check incident duplicates on related configuration items | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE | FALSE |
Max levels | ||||||||||||
Max hits |
We welcome your comments!
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