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 |
---|---|---|
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 |
|
|
Either word in a topic |
|
|
Topics that do not contain a specific word or phrase |
|
|
Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
A combination of search types | ( ) parentheses |
|
- Incident record data model
- Incident Data Model: Contact Details
- Incident Data Model: Incident Source
- Incident data model: Categorization
- Incident Data Model: Priority
- Incident Data Model: Priority Calculation
- Incident Data Model: Assignment
- Incident Data Model: Symptoms
- Incident data model: Status
- Incident data model: Resolution
- Incident Data Model: Closure
Incident data model: Priority
The Incident record form includes fields to capture impact, urgency, and priority. HPE Service Manager automatically derives the priority code based on the impact and urgency codes, but this mechanism can be manually overridden.
Service Manager automatically assigns urgency based on the Category of a record. However, system administrators can define additional rules for assignment based on any parameter, such as the CI that is the subject of the record, the caller who is the subject of the record, an SLA associated with the record, and so on.
An Incident record has the following impact and urgency codes.
Impact codes:
- 1 - Enterprise
- 2 - Site/Dept
- 3 - Multiple Users
- 4 - User
Urgency and priority codes:
- 1 - Critical
- 2 - High
- 3 - Average
- 4 - Low
We welcome your comments!
To open the configured email client on this computer, open an email window.
Otherwise, copy the information below to a web mail client, and send this email to ovdoc-ITSM@hpe.com.
Help Topic ID:
Product:
Topic Title:
Feedback: