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 |
|---|---|---|
| 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 workflows and user tasks
- Access Incident Management reports
- Create a new incident from a user interaction
- Create new incidents from monitoring system notifications
- Review and update incident information
- Assign an incident
- Reassign an incident
- Change incident status pending user information
- Change incident status pending vendor/supplier investigation
- Document an existing solution or workaround in an incident
- Test the incident resolution
- Change incident resolution
- Reassign incident resolution
- Reject an incident resolution
- Reject an incident resolution with an associated change or service request
- Escalate an incident
- Reassign an incident for additional support
- Monitor interaction queue for service level agreement breaches
- Monitor interaction queue for potential service level agreement breaches
- Handle Complaints
- Open an incident
- View a list of services potentially affected by an outage
- Apply a template to complete an incident
- Access Incident Management views
- Relate a record to an incident record
- Update an incident
- Resolve an incident
- Close an incident
- Close a first-time resolved incident
- Close an incident with an associated interaction or event
- Close multiple incident records
- Create an incident task
- Cancel an opened task for an incident record
- Close an opened task for an incident record
- Create other types of record from an incident
- Set a parent incident
- Set a child incident
- Unlink a child incident
- Mark an incident as a major incident
- Mark an incident for escalation
Change Incident Status to Pending Vendor/Supplier Investigation
When you determine that a vendor needs to investigate and diagnose the cause of an incident, you are required to update the status of the incident record to indicate that the investigation is pending vendor feedback.
Incident Management: Investigation
To update an incident record status to pending vendor information:
- Click Incident Management > Incident Queue.
- Select the Open incidents assigned to my group view, which is based on the service level agreement (SLA) target date. The view is sorted by target date with the oldest date listed first.
- Select an open incident, and then look at the category in the Category field. The category is inherited from the Service Desk interaction process. Valid entries are complaint, incident, or request for information. The Area and Subarea fields are also populated according to the selected category.
- Click the list in the Status field and change the status to Pending Vendor/Supplier.
- Note: When an incident record is at a status of pending vendor, the service level agreement clock continues to track the incident as an open incident. The assignment group remains the same.
- Open the Activities section.
- Click Fill in the Vendor/Supplier field to generate a list of vendors/suppliers and choose one.
- Note: The Vendor/Supplier field is only valid when the incident Status is Pending Vendor/Supplier.
- Enter the reference number (obtained from the vendor/supplier) in the Vendor/Supplier Record field.
- Note: When the vendor/supplier provides the requested information, you can change the status to work in progress.
- Click Save & Exit.
Example: Search for a record
Change Incident Status to Pending User Information
Document an Existing Solution or Workaround in an Incident
