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 Manager9.52

Use > Incident Management > Incident Management overview > Alerts and escalation > Incident Escalation: Functional Escalation

Incident escalation: Functional escalation

HPE Service Manager includes pre-defined workflows reflecting HPE's best practices based on ITIL 2011 guidance. These best practices come from HPE's professional services organization and are developed through working with some of the HPE's primary partner companies.

By default, Incidents are assigned to the service desk for acceptance as an Incident and assignment to the appropriate group.

Based on customer process requirements, assignment can be automated. Service Manager can be configured to automatically define record assignment based on values in any of the Incident record fields.

For example, escalations can be defined in the category record associated with an incident record or in SLAs that are applied to the record. Escalations include notifications and alerts (as the record passes through escalation levels). Service Manager can send alerts to different users, managers, and IT staff as the record is escalated.

SRC Support Catalog also allows automatic opening and routing of Incident records based on pre-defined categories and items.

Send Help Center feedback