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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Incident model
An incident model, also known as an interaction model, is a method of predefining steps to handle the Incident Management (IM) process. The model includes steps to take, chronological order of the steps, who is responsible for each step, a time scale, and escalation procedures. In addition, the model ideally includes necessary activities required to preserve evidence, such as security and capacity-related incidents. Some incidents occur frequently and require a quick and consistent manner of registration. For this reason, you can create predefined incident models or interaction models that include values for attributes, such as description, priority, impact, and service. You can then apply the predefined models to incidents as they occur.
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