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 |
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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". |
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 |
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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
Monitor Interaction Queue for Service Level Agreement Breaches
Service Level Agreement Monitoring
The Service Desk Agent monitors the interaction queues for interactions with associated incidents that have not been resolved in the time specified by the Service Level Agreement (SLA). When this occurs, the Service Desk Agent begins the escalation procedure for the incident by assigning the incident to the applicable Incident Manager and assignment group based on the services affected by the incident.
To reassign breached incidents for additional analysis and diagnosis:
- Click Service Desk > Interaction Queue or view your To Do queue.
- In the View list, select Monitor SLA Interaction - Breached.
- From the list, select an interaction record with a linked incident (Open - Linked) record.
- To view the related incident, click More or the More Actions icon and select Related > Incidents > View.
- Double-click the Incident ID.
- Update the Assignment Group and Assignee fields based on the information in the Service and Affected CI fields.
- In the Activities section, do the following:
- In the New Update Type field list, select an update type.
- In the New Update field. type an explanation to describe the reason for the escalation and any relevant details.
- Click Save & Exit to return to the Interaction queue.
Related topics
Prioritizing incidents, problems, requests, and changes
Standard alerts and Service Level Agreements
Why are service agreements important?
Working with service contracts
Working with service agreements
Linked service contracts
Operational Level Agreements
Incident Management overview
Alerts and escalation
Service Desk overview
Associating a Service Desk interaction with another application record
More Actions menu
Example: Search for a record
Monitor Interaction Queue for Potential Service Level Agreement Breaches