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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Reject an Incident Resolution
If the solution assigned to an incident is found to not resolve the incident completely, the incident must be returned to the incident investigation and diagnosis process for additional analysis. For example, a solution may appear to solve the problem, but when the customer uses the solution, the problem persists. Incidents that have associated service requests or changes require additional processing.
To reassign an incident for additional investigation and diagnosis:
- Click Incident Management > Incident Queue or view your To Do queue.
- Select an incident for review.
- Review the incident resolution description in the Solution field to verify that it is correct and complete. Verify that all information in the detail record is complete.
- When the solution does not resolve the incident and the incident does not include an associated service request or change:
- Update the Status field to Work In Progress.
- Update the Assignment Group and Assignee fields with the applicable group and Incident Analyst.
- In the Activities section, do the following:
- From the New Update type field list, select an update type.
- In the New Update field, type an explanation that describes the problem with the proposed solution.
- Click Save & Exit to return to your To Do queue.
- If the incident includes an associated service request or change, the incident requires additional processing.
We welcome your comments!
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