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
Open an incident
You can open incident records as part of many Service Management processes, including interaction management, event management, configuration verification and audit, and incident management.
Note: For information on opening or creating incident records in the interaction management process and event management process, see the related topics.
To open an incident record:
- Click Incident Management > Create New Incident.
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Select the incident category.
Note If a default category is specified in the Incident Settings, Service Manager directly assigns the incident to the default category and skips this step. For more information, see Configure Incident Management settings.
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Type an appropriate title in the Title field and then give appropriate description in the Description field.
- Click Fill to select an Assignment Group.
- Click Fill to select the applicable Affected Service.
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Click Fill to select the Affected CI.
Note The Default Impact and Priority values of the affected CI are automatically populated to the Impact and Urgency fields of the incident record. You can manually change these auto-populated values if needed.
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Click Save.
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Search possible solutions in the form that appears. If matching solutions are found, select the corresponding record, and then click Link Selected Record.
Note You can also perform this step after an incident is created. To do this, open the incident and then select Solution Matching from the More menu in the Detail List toolbar.
- Complete the incident form with any other relevant information.
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Click Save & Exit.
Note You can add parts and labor costs tracking to an incident, problem, change, or request or to any associated task of a record. To do this, navigate to the Cost tab, specify the currency, and then specify the date, part number, and quantity for any parts used. Alternatively, specify the date, technician name (used to derive the rate from the operator record), and hours worked for any labor. Service Manager will automatically calculate and roll up costs from any sub tasks into the Total cost field on the Costs tab.
Related topics
Incident Management overview
Create New Incidents from Monitoring System Notifications
Create a new incident from a user interaction
Affected Item field in Incident Management
Access Incident Management views
Update an incident
Relate a record to an incident record
Resolve an incident
Close an Incident
Example: Search for a record
