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 user tasks > Incident investigation and diagnosis > Reject an incident

Reject an Incident

Part of Workflow(s):

Incident Investigation and Diagnosis (SO2.3)

Applies to User Roles:

Incident Analyst

If you determine that you cannot perform work on an incident, then you must change the incident status to rejected before closing or exiting the incident record.

To reject an incident:

In the Status field, change the status to Rejected.
Clear the Assignee field.
Click Fill in the Assignee field to generate a list of Operator names in the assignment group, and then choose the name of the coordinator to whom this incident will be reassigned.
In the Activities section, do the following:
1. From the New Update Type field list, select an update type to categorize the activity update.
2. In the New Update field, type a description of the update.
Click Save. You are prompted for the reason for the rejection.
Enter the reason for the rejection, and then click Save. The system indicates the incident has been updated.
Click Save & Exit.

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