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 overview > Alerts and Escalation

Alerts and escalation

There are several ways of providing alerts and escalations in HPE Service Manager:

Notifications: Service Manager provides a broad and deep solution to deliver notifications to incident stakeholders whenever the incident is opened, updated or closed. Administrators have complete control of the following areas in the notification engine:
1. The notification vehicle (email, page, etc) and format
2. The conditions on which the notification is sent
3. The receiver of the notification
Alerts: The Incident Management module includes the ability to set criteria for the generation of alerts. For example, the administrator can set rules for three stages of alert and a deadline condition. When these targets are met, specified users receive alerts and notifications through the Service Manager tool, email, pager, or fax etc.
Escalations: Business rules can be used to trigger automated escalations of records under various conditions. For example, the following conditions:
- The status of a record remains unchanged for a long time
- A record has been reassigned too often between assignment groups
In addition, to document the violation of these rules the administrator can configure Service Manager to act in certain ways should these rules be breached. For example, reassign the record to the assignee's manager if a record remains in the Open state for too long.
Service Level monitoring: Alerts and escalations can be triggered through evaluation of service levels as defined in the Service Level Management module. This approach is used to set Service Level Targets and Service Level Agreements with associated actions should service levels approach breach conditions. In this way, escalation is accomplished proactively to avoid breach rather than react to breach.

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