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 Manager9.51

Use > Incident Management > Incident Management workflows and user tasks > Resolve an incident

Resolve an incident

Applies to User Roles:

Incident Analyst

Incident Coordinator

Incident Manager

When you find an existing solution that resolves an incident, you can attach the solution to the incident record and close the record. You can also save the resolution as a candidate for the knowledgebase.

To resolve an incident:

Click Incident Management > Search Incidents.
Use search or advanced search to find one or more records.
Double-click a record to display it in the Incident form.
Click the Activities tab and then do the following:
1. In the Update Type field list, select an update type.
2. In the Update field, type a note to explain how you resolved the incident.
Click the Proposed Solution tab and then type the solution in the Solution field.

If the incident is a potential problems candidate, select the Problem Candidate check box.
Select Resolved from the Status drop-down list box.
Click Save.

Note You can add parts and labor costs tracking to an incident, problem, change, or request or to any associated task of a record. To do this, navigate to the Cost tab, specify the currency, and then specify the date, part number, and quantity for any parts used. Alternatively, specify the date, technician name (used to derive the rate from the operator record), and hours worked for any labor. Service Manager will automatically calculate and roll up costs from any sub tasks into the Total cost field on the Costs tab.

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