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 |
|---|---|---|
|
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
Update an incident
Applies to User Roles:
Incident Analyst
Incident Coordinator
Incident Manager
Sometimes you need to update an existing incident record for reasons, such as reassigning the incident to another group or changing the priority of the incident record. When you update the incident record, you can also include helpful information in the Update field of the Activities section.
To update an incident:
- Click Incident Management > Search Incidents.
- Use search or advanced search to find one or more records.
- Select a record to display it.
- Make any necessary changes. For example, if you want to reassign the incident record to another group:
- Clear the assignment group in the Assignment Group field, and then click Fill. A list of assignment groups is displayed.
- Select the new assignment group from the list.
- Open the Activities section to do the following:
- Add notes in the Update field with the reason why the incident has been updated or to add other helpful information.
- If necessary, click the New Update Type list to categorize the activity update.
- When you are finished with your updates, click Save & Exit.
Note: When you view an existing incident, shaded fields are read-only fields. Incident Management populates these fields from information stored in associated records. You can update the associated record to increase the amount of information in this incident record.
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
Affected Item field in Incident Management
Example: Search for a record
Access Incident Management views
Open an incident
Relate a record to an incident record
Resolve an incident
Close an Incident
