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

Use > Incident Management > Incident Management user tasks > Incident investigation and diagnosis > Change incident status pending vendor investigation

Change Incident Status to Pending Vendor Investigation

When you determine that a vendor needs to investigate and diagnose the cause of an incident, you are required to update the status of the incident record to indicate that the investigation is pending vendor feedback.

Part of Workflow(s):

Incident Investigation and Diagnosis (SO2.3)

Applies to User Roles:

Incident Analyst

To update an incident record status to pending vendor information:

Click Incident Management > Incident Queue.
Select the Open Incidents Assigned To Me view, which is based on the service level agreement (SLA) target date. The view is sorted by target date with the oldest date listed first.
Select an open incident, and then look at the category in the Category field. The category is inherited from the Service Desk interaction process. Valid entries are complaint, incident, or request for information. The Area and Subarea fields are also populated according to the selected category.
Click the list in the Status field and change the status to Pending vendor.
- Note: When an incident record is at a status of pending vendor, the service level agreement clock continues to track the incident as an open incident. The assignment group remains the same.
Click Fill in the Vendor field to generate a list of vendors and choose one.
- Note: The Vendor field is only valid when the incident Status is Pending Vendor.
Enter the reference number (obtained from the vendor) in the Reference Number field.
- Note: When the vendor provides the requested information, you can change the status to accepted or work in progress.
Click Save & Exit.

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