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	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Manager9.51

Use > Smart Analytics > User tasks > Use Hot Topic Analytics to set incident parent

Use Hot Topic Analytics to set incident parent

User Role: Incident Analyst

By using Hot Topic Analytics, you can easily identify similar incidents, and then group them by setting the parent incident.

To use Hot Topic Analytics to set the incident parent, follow these steps:

Log on to Service Manager from the web client.

Note You must use the web client instead of the Windows client to view the dynamic topic map in Hot Topic Analytics.
Click Incident Management > Hot Topic Analytics. The Hot Topic Analytics for Incidents screen is displayed.
From the Analytics Action drop-down list, select Set Parent. The hot topic map is refreshed.

Note In the out-of-box system, only the incidents that have not been set as the parent or child incidents are included in the hot topic analysis. The administrator can set particular queries for different actions in Analytics Action from the Advanced tab in the Hot Topic Analytics configuration. For more information, see Configure Hot Topic Analytics.
View the hot topics suggested by Hot Topic Analytics.
- The size of a topic indicates the heat of the topic. The background color of a topic serves to identify the topic.
- You can click a hot topic to drill down to the sub-topics.
- The records that belong to a topic are displayed in the list on the right. You can click the record ID to view the record detail.
If you want to run a custom analysis, enter your keywords, and then click Find Hot Topics.
If you want to further refine the results, click Advanced Filters, specify your filters, and then click Find Hot Topics again. The graphic is refreshed with the filtered results.

Tip If you want to build complex queries based on your specific needs, you can click Edit Query to use Query Editor to define your queries. When you define your queries, be sure to use only the fields that are specified in the Properties Fields section of the Hot Topic Analytics configuration. Otherwise, your queries will not take effect because the fields that you use are not included in the analysis of Hot Topic Analytics.
After you identify a group of incidents for which you want to set the parent/child relationship, select the check boxes before the record IDs, and then click the Set Parent button. The Set Parent screen is displayed.
From the Link to Parent Incident drop-down list, select the parent incident. The system will suggest the parent incident (the status of the incident is not closed) based on the similarity among incidents.
From the Child Incidents list, select at least one child incident.
Click the Proceed button. The Parent/Child relationship is set for the selected incidents.

Note If you want to create a new incident as the parent instead of selecting one from the list, you can click the New Parent Incident button create a new parent incident.

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