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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Test the Incident Resolution
One of the tasks of the Incident Analyst is to review and test the resolution described in the Solution field of an incident record. When the test is successful, the incident is assigned for incident closure. When the resolution test fails, the Incident Analyst returns the incident to incident investigation and resolution or assigns it to incident escalation.
To update tested incident resolutions:
- Click Incident Management > Incident Queue or view your To Do Llst.
- View and identify any incidents whose resolution (Solution field) can be tested.
- Test the resolution described in a test environment that mimics the production environment.
- When the resolution fails:
- If the incident requires an escalation, update the Assignment Group and Assignee fields with the Incident Coordinator responsible for the Incident Escalation process.
- If the incident does not require an escalation, update the Assignment Group and Assignee fields with the applicable Incident Analyst responsible for the investigation and diagnosis process or incident escalation.
- In both cases, in the Activities section, select a New Update Type and then in New Update type an explanation of the test failure.
- When resolution testing is successful:
- Update the Assignment Group and Assignee fields with the applicable Incident Analyst responsible for the incident closure process.
- In the Activities section, select the New Update Type and then in New Update type a description of the test results.
- Click Save & Exit.
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