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 Manager9.50

Alerts and escalation

Incident Management can escalate an Incident record automatically when no one updates the record within a specified time. An alert process triggers the escalation and sends a message that an Incident record is not resolved. Escalation is the process of advancing through the alert stages. HPE Service Manager has the following alert stages:

Alert Stage 1
Alert Stage 2
Alert Stage 3
DEADLINE ALERT

Each category record specifies a time interval for each alert stage. An unresolved Incident record reaches the next alert stage if no one updates the record after the specified time. When someone updates an Incident record that is in Alert Stage 1, 2, or 3, the alert status resets and the next stage becomes Alert Stage 1. The DEADLINE ALERT stage is always scheduled for a fixed interval after the opening of the Incident record. When an Incident record reaches the DEADLINE ALERT stage, it remains at this stage and the update to the record cannot reset the alert stage until the Incident record is resolved.

The following list describes different users who might be notified when an Incident record escalates:

All contacts in the current contact list for the Assignment Group (except the manager)
The user who opened the Incident record
The current primary contact in the owner group
The current manager of the Assignment Group
The current manager of the owner group
The service level manager and client manager of the company and department specified in the Incident record

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