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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- Miscellaneous tasks
- Open an incident
- View clocks
- View a list of services potentially affected by an outage
- Apply a template to complete an incident
- Access Incident Management views
- Relate a record to an incident record
- Update an incident
- Resolve an incident
- Access Incident Management reports
- Close multiple incident records
Open an incident
You can open incident records as part of many Service Management processes, including interaction management, event management, configuration verification and audit, and incident management.
Note: For information on opening or creating incident records in the interaction management process and event management process, see the related topics.
To open an incident record:
- Click Incident Management > Create New Incident. The incident record quick form opens.
- Click Fill to select an Assignment Group.
- Click Fill to select the applicable Affected Service.
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Click Fill to select the Affected CI.
Note: The Default Impact and Priority values of the affected CI are automatically populated to the Impact and Urgency fields of the incident record. You can manually change these auto-populated values if needed.
Caution: If you specify the Impact and Urgency values first and then specify an Affected CI with an empty Default Impact or Priority value, the Impact or Urgency value you selected for the incident record will be cleared.
- Type a Title for the incident.
- Type a Description of the incident.
- Click Search Knowledge icon to see if the issue is already logged in the knowledgebase.
- Complete the required fields in the Incident Details section.
- Complete the form with any other relevant information.
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Click Save & Exit.
Related concepts
Incident Management overview
Create New Incidents from Monitoring System Notifications
Create a new incident from a user interaction
Affected Item field in Incident Management
Related tasks
Access Incident Management views
Update an incident
Relate a record to an incident record
Resolve an incident
Close an Incident
View clocks
Example: Search for a record
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