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.
Words and Phrases
| 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". |
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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. |
Using Boolean Operators
| 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 Management overview
- What is an incident?
- Affected services option for Incidents and Changes
- Creating an incident
- Posting outages
- Incident Management contract management records
- Incident Management and service level agreements
- Parent and child incidents
- Major incident
- Incident access control
- Incident Updates: Incident Diagnosis Details
- Alerts and escalation
- Field-Level Controls
- Incident record data model
- Incident and Service Request Separation
Alerts and escalation
There are several ways of providing alerts and escalations in Service Manager:
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Notifications: Service Manager provides a broad and deep solution to deliver notifications to incident stakeholders whenever the incident is opened, updated or closed. Administrators have complete control of the following areas in the notification engine:
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The notification vehicle (email, page, etc) and format
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The conditions on which the notification is sent
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The receiver of the notification
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Alerts: The administrator can configure alerts in the incident workflow and SLM targets. When these targets are met, specified users receive alerts and notifications.
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Escalation: The Escalated option in an incident record allows you to mark an incident for escalation. Once you select this option, you must specify an appropriate incident manager. After you save the incident, the incident manager and the incident assignee will then receive a notification about this escalated incident.
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Service Level monitoring: Alerts and escalations can be triggered through evaluation of service levels as defined in the Service Level Management module. This approach is used to set Service Level Targets and Service Level Agreements with associated actions should service levels approach breach conditions. In this way, escalation is accomplished proactively to avoid breach rather than react to breach.
Related topics
Example: Enabling Service Level Agreement alerts
Mark an incident for escalation
