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
Update an incident
Sometimes you need to update an existing incident record for reasons, such as reassigning the incident to another group or changing the priority of the incident record. When you update the incident record, you can also include helpful information in the Update field of the Activities section.
To update an incident:
- Click Incident Management > Search Incidents.
- Use search or advanced search to find one or more records.
- Select a record to display it.
- Make any necessary changes. For example, if you want to reassign the incident record to another group:
- Clear the assignment group in the Assignment Group field, and then click Fill. A list of assignment groups is displayed.
- Select the new assignment group from the list.
- Open the Activities section to do the following:
- Add notes in the Update field with the reason why the incident has been updated or to add other helpful information.
- If necessary, click the New Update Type list to categorize the activity update.
- When you are finished with your updates, click Save & Exit.
Note: When you view an existing incident, shaded fields are read-only fields. Incident Management populates these fields from information stored in associated records. You can update the associated record to increase the amount of information in this incident record.
We welcome your comments!
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